--- title: Flex Standard (Guest Pays) description: This article explains the Flex Standard (Guest Pays) fee structure in Xola, where a 6% service fee is added to online credit card transactions and paid by the guest. It details how the fee is calculated, displayed during checkout, and handled in cases of deposits, split payments, and cancellations. --- [Skip to content](https://support.xola.com/flex-standard-guest-pays#main-content) English Show submenu for translations [![Xola](https://support.xola.com/hubfs/logo.svg)](https://www.xola.com/) - [Home](https://support.xola.com/) - [24/7 Live Support](https://www.xola.com/support/) Open main navigation Close main navigation - [Home](https://support.xola.com/) - [24/7 Live Support](https://www.xola.com/support/) - English Show submenu for translations - [Login](https://xola.com/_public/login.html) [Login](https://xola.com/_public/login.html) How can we help you? - There are no suggestions because the search field is empty. 1. [Help Center](https://support.xola.com/?hsLang=en) 2. [Getting Started](https://support.xola.com/getting-started?hsLang=en) 3. [Flex Plans](https://support.xola.com/getting-started?hsLang=en#flex-plans) # Flex Standard (Guest Pays) ## Transparent Online Service Fee: How Flex Standard, Guest Pays Keeps Pricing Clear and Costs with Your Customers Xola offers four distinct service fee structures designed to accommodate different business needs and pricing strategies: - Flex Level, Guest Pays - Flex Level, Company Pays **- Flex Standard, Guest Pays ← *This article*** - Flex Standard, Company Pays This article focuses on the **Flex Standard, Guest Pays** model, in which a 6% service fee is applied specifically to online (website) credit card transactions and is presented to your guest during checkout as an additional line item. Under this structure, the guest—not your business—covers the service fee, allowing you to maintain transparent pricing and keep your own revenue unaffected by processing costs. Keep in mind, eligibility for this structure depends on meeting certain requirements within your Xola account; to check your status or get set up, contact [support@xola.com](mailto:support@xola.com). --- **What's covered in the article:** - [At a Glance](https://support.xola.com/flex-standard-guest-pays#Glance) - [How the Service Fee Works](https://support.xola.com/flex-standard-guest-pays#Works) - [Who Pays & When](https://support.xola.com/flex-standard-guest-pays#Pays) - [What Do Guests & Companies See?](https://support.xola.com/flex-standard-guest-pays#see) - [Service Fee vs. Processing Fee](https://support.xola.com/flex-standard-guest-pays#fee) - [Display Options](https://support.xola.com/flex-standard-guest-pays#display) - [Refunds & Cancellations](https://support.xola.com/flex-standard-guest-pays#refund) --- ### At a Glance - **Fee Amount**: 6% - **Who Pays**: The guest - **When It's Applied**: Online credit card transactions only - **What It's Based On**: Subtotal before taxes and fees - **Where It's Appears**: Checkout, receipts, and emails (not in company reports) - **Refund Policy**: Refunded to your guest if the reservation is canceled and fully refunded - **Guest Visibility**: Guests see the fee at all points in the reservation process **Note:** You must meet eligibility requirements to use this fee structure. If you have questions about your setup, email us at [support@xola.com](mailto:support@xola.com). --- ### How the Service Fee Works #### How much is the Service Fee? #### The service fee is **6% of the subtotal** (before taxes and fees). > For example: > > - Experience price = $100 > - Taxes= $10 > - Guest pays = **$116** ($100 +$10 tax + $6 fee) > > ### ![Screenshot 2026-03-25 at 12.20.47 PM](https://support.xola.com/hs-fs/hubfs/Screenshot%202026-03-25%20at%2012.20.47%20PM.png?width=670&height=303&name=Screenshot%202026-03-25%20at%2012.20.47%20PM.png) #### What does the fee apply to? The 6% fee is calculated **before taxes and fees** are applied. It’s affected by: - **Discounts/coupons** → Fee goes down - **Add-ons or custom charges** → Fee goes up ### Who Pays & When #### Which payment methods trigger the fee? The **Service Fee is only applied to online (website) credit card transactions**. It does **not apply to in-person or cash transactions**. #### How is it collected with deposits/split payments? Let’s say: - Total reservation = $100 - Service fee = $6 - Guest pays a deposit = $20 - Guest is charged **$26** at checkout (deposit + full fee) The fee is **always calculated on the total reservation amount**, regardless of how much is paid up front. ### What Do Guests & Companies See? #### Will my guest see the fee? Yes. If configured this way, guests will: - See the **Service Fee as a separate line item** at checkout ### ![Screenshot 2026-03-25 at 12.20.47 PM](https://support.xola.com/hs-fs/hubfs/Screenshot%202026-03-25%20at%2012.20.47%20PM.png?width=670&height=303&name=Screenshot%202026-03-25%20at%2012.20.47%20PM.png) - Receive it on confirmation and reminder emails - See it on their final receipt #### Will my company see the fee? Not directly. - The **Service Fee is not shown in your reports** because the money goes directly to Xola, not your business. - Instead, reservations with a guest-paid fee are marked with a **gray asterisk** in Xola. Use the gray asterisk to quickly identify which reservations included a Service Fee. ![26172695388827](https://support.xola.com/hs-fs/hubfs/Knowledge%20Base%20Import/26172695388827.png?width=389&height=328&name=26172695388827.png) ### Service Fee vs. Processing Fee | | **Service Fee** | **Credit Card Processing Fee** | | --- | --- | --- | | **Who Pays** | Guest | Business | | **Shown to...** | Guest (in checkout & emails) | Business (in reports) | | **Goes to** | Xola | Stripe | **Why isn’t the Service Fee in reporting?** Because it’s not your revenue. Including it would misalign your payouts and cause confusion. ### Display Options You can configure how taxes and fees appear at checkout: - **Separate Line Items (with hover)** - Shows “Taxes” and “Service Fee” individually when the customer hovers. ![Screenshot 2026-03-25 at 12.20.47 PM](https://support.xola.com/hs-fs/hubfs/Screenshot%202026-03-25%20at%2012.20.47%20PM.png?width=670&height=303&name=Screenshot%202026-03-25%20at%2012.20.47%20PM.png) - **Combined Line Item** - Groups all taxes and fees into one line. ![Screenshot 2026-03-25 at 12.24.11 PM](https://support.xola.com/hs-fs/hubfs/Screenshot%202026-03-25%20at%2012.24.11%20PM.png?width=656&height=357&name=Screenshot%202026-03-25%20at%2012.24.11%20PM.png) Adjust this in your [Checkout Preferences](https://seller.xola.app/products/globalSettings/checkout) under [Global Settings](https://support.xola.com/product-global-settings?hsLang=en). ### Refunds & Cancellations If you cancel a reservation and issue a **full refund:** - The **Service Fee is also refunded** automatically - Guests will see **two refund line items**: - One for the experience - One for the service fee (processed separately from Stripe) Partial refunds and cancellations will not get the service fee back. Refund must be in full.  ####  Still Have Questions? We're here to help! 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