Payments, Fees & Payouts Policy

    Effective Date: February 6, 2025

    1. Overview

    This Payments, Fees & Payouts Policy outlines the payment terms, fee structures, and payout procedures for transactions processed through the HelotStays platform. By using our services, you agree to these terms.

    2. Guest Payments

    Payment Timing

    Full payment or the required deposit is due at the time of booking, unless otherwise specified in the listing. For longer stays, split payment options may be available as indicated during the booking process.

    What's Included in Guest Payment

    • Nightly Rate: The accommodation rate for each night of the stay.
    • Cleaning Fee: If applicable, charged per stay.
    • Service Fee: HelotStays service fee for platform and booking services.
    • Taxes: Applicable occupancy taxes, sales taxes, and government fees.
    • Security Deposit: If required, refundable subject to property inspection.
    • Additional Fees: Pet fees, extra guest fees, or other charges as specified in the listing.

    Accepted Payment Methods

    We accept major credit cards, debit cards, and other payment methods as displayed during checkout. All payments are processed securely through our payment processors.

    Currency

    Prices are displayed in the currency indicated on the listing. Currency conversion fees may apply for international transactions.

    3. Plans and Fees

    Current amounts for every plan, fee and usage charge below are published on the pricing page.

    • Essentials: a monthly fee per property, run on Autopilot.
    • Growth: a monthly fee per property, run on Autopilot.
    • Managed: a share of revenue, by application, with no monthly fee and no onboarding fee.
    • Onboarding (Essentials and Growth): a one-time fee per listing, credited back after six consecutive months.
    • Additional listing: a monthly fee, plus the onboarding fee. Additional brand: a monthly fee.
    • Human revenue management: a monthly fee per listing on Essentials and Growth; included on Managed.
    • Usage charges (additional reservations, escalations, and a share of upsell revenue) apply on Essentials and Growth, and are included on Managed.
    • Pricing for an individual property may be set differently in a signed arrangement.

    3A. Property Wallet, Reserve and Withdrawals

    • One Wallet per property. Each property has one Wallet, however many units, listings or variants it has. Owners with several properties have a separate Wallet for each.
    • Protected reserve. Each property must keep a protected reserve in the amount shown on the pricing page or in your signed arrangement. The reserve cannot be withdrawn while the property is active with HelotStays. On exit, the reserve is returned after final costs and charges are reconciled.
    • Posted balance. The Wallet balance is a ledger entered by authorized HelotStays staff. Payments only count once they have cleared and been posted. Bank (ACH) top-ups count only after settlement.
    • Withdrawing excess funds. Funds above the reserve, less holds, pending charges and pending withdrawals, may be requested for withdrawal. Every withdrawal is reviewed and approved before payout and depends on verified available payout funds. Standard bank payouts are free. Instant payouts, where available, carry a fee shown before you confirm.
    • Payout timing. "Processed" means HelotStays has sent the payout. Arrival in your bank depends on your bank and payout method.
    • Top-ups. Bank (ACH) top-ups are free to the owner. Card top-ups add a disclosed card fee on top of the amount credited, where permitted. The fee and the total charge are shown before you confirm.
    • Auto Reload is optional. It runs only if you turn it on and authorize it, with a threshold, a target, a per-charge limit and a monthly limit. You can turn it off at any time.
    • Subscriptions and shortfalls. Monthly plan fees are taken from the property's Wallet first; any shortfall is charged to your authorized payment method. Operating-expense shortfalls are charged automatically only if you separately authorize it; otherwise we request payment.

    4. Owner Payouts

    Payout Calculation

    On Managed, the revenue share is deducted from revenue before payout. On Essentials and Growth, plan fees are billed as described above and are not a share of booking revenue. Payouts from the Wallet are limited to funds above the protected reserve, as described in section 3A.

    Payout Schedule

    Payouts are typically processed within 24-48 hours after guest check-in. Processing times vary by payment method and financial institution. Specific payout schedules are outlined in individual owner agreements.

    Payout Methods

    We support direct bank transfers (ACH), wire transfers, and other payout methods as available in your region. You are responsible for providing accurate banking information.

    Payout Holds

    Payouts may be delayed or held in the following circumstances:

    • Pending guest disputes or damage claims.
    • Suspected fraudulent activity.
    • Outstanding fees owed to HelotStays.
    • Account verification requirements.
    • Compliance with legal or regulatory requirements.

    5. Security Deposits

    If a security deposit is required for a property, it will be collected at the time of booking or charged to the guest's payment method on file. Security deposits are refundable subject to:

    • No damage to the property beyond normal wear and tear.
    • No missing items or excessive cleaning required.
    • Compliance with house rules and rental agreement.

    Security deposit refunds are typically processed within 7-14 days after checkout and property inspection.

    6. Refunds

    Refund eligibility is determined by the cancellation policy applicable to the booking. See the Guest Rental Agreement for cancellation terms.

    Non-Refundable Fees

    The following fees may be non-refundable even in case of cancellation:

    • Management fees already earned.
    • Payment processing fees.
    • Cleaning fees already incurred.
    • Taxes already remitted to government authorities.

    Refund Processing

    Refunds are processed to the original payment method. Processing times vary by payment method and financial institution, typically 5-10 business days.

    7. Chargebacks and Disputes

    If a guest initiates a chargeback or payment dispute, HelotStays will investigate the claim. See our Dispute Resolution & Chargebacks Policy for complete procedures.

    Owners may be responsible for chargeback-related losses if the chargeback results from owner actions or failure to meet their obligations.

    8. Taxes

    HelotStays collects and remits applicable occupancy taxes, lodging taxes, and sales taxes where required by law. Property owners are ultimately responsible for understanding and complying with all tax obligations. See our Regulatory & Tax Responsibility Policy.

    HelotStays does not provide tax advice. Consult a qualified tax professional for guidance on your specific situation.

    9. Damage Claims

    If property damage occurs during a guest stay, owners should document the damage and report it to HelotStays within 48 hours of guest checkout. Damage claims may be deducted from security deposits or pursued through other means as outlined in the Guest Rental Agreement.

    10. Account Deductions

    HelotStays may deduct amounts from owner payouts for:

    • Management fees owed.
    • Guest refunds resulting from owner cancellations or policy violations.
    • Guest relocation costs.
    • Chargeback losses where owner is responsible.
    • Outstanding balances or fees.
    • Damage to guest belongings caused by property conditions.

    11. Payment Disputes

    For payment-related disputes, please contact HelotStays through the Platform. We will work with all parties to resolve disputes fairly. See our Dispute Resolution & Chargebacks Policy.

    12. Changes to This Policy

    HelotStays reserves the right to modify this policy at any time. Changes will be effective upon posting to the Platform. Material changes will be communicated to users via email or through the Platform.

    13. Contact Information

    For questions about payments, fees, or payouts, please contact us through the contact form on our website.