Xola offers four distinct service fee structures designed to accommodate different business needs and pricing strategies:
- Flex Level, Guest Pays
- Flex Level, Company Pays ← This article
- Flex Standard, Guest Pays
- Flex Standard, Company Pays
This article covers the Flex Level, Company Pays service fee structure, where a 3% service fee is applied exclusively to credit card transactions made through your Xola account and is absorbed entirely by your business—not your guest.
When operating under this model, the service fee is calculated based on the reservation subtotal before taxes and fees, deducted directly from your payout, and reflected in your reporting dashboard under the Service Fee column, never shown to your guests at checkout or on their receipts.
With Flex Level, Company Pays, guests always see transparent, all-inclusive pricing, while you as the operator retain control over how fees are managed on the business side—making this model ideal for businesses that prioritize a premium, guest-centric experience.
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.
What's covered in the article:
- At a Glance
- How the Service Fee Works
- Who Pays & When
- What Do Guests & Companies See?
- Service Fee vs. Processing Fee
- Refunds & Cancellations
At a Glance
- Fee Amount: 3%
- Who Pays: Your company (not the guest)
- When It's Applied: All credit card transactions
- What It's Based On: Subtotal before taxes and fees
- Where It Appears: In your reporting under the Service Fee column (not visible to the guest)
- Refund Policy: Refunded to your company if the reservation is canceled and fully refunded
- Guest Visibility: Guests do not see the fee at any point in the booking 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
How the Service Fee Works
How much is the Service Fee?
The service fee is 3% of the subtotal (before taxes and fees).
It is assessed on top of your configured price and is deducted from your revenue—not charged to the guest.
For example:
Experience price = $100
Guest pays = $100
Company receives = $97
Service Fee deducted = $3
What is the Service Fee applied too?
The 3% service fee is calculated on the subtotal before taxes and fees.
It’s affected by:
-
Discounts or coupons → Fee decreases
-
Add-ons or custom items → Fee increases
Who Pays & When
Who pays the Service Fee?
The company pays the service fee, not the guest.
It is automatically deducted from your payouts and reflected in your reports under the Service Fee column.
Is the Service Fee applied to all payment methods?
It is only assessed on credit card transactions. Payments made via cash, check, or other offline methods are not charged this fee.
Does Xola keep all the Service Fees?
-
Yes — Xola retains the 3% service fee only on credit card transactions.
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You’ll see these fees labeled as Service Fees in your reporting.
Fees are not shown in the Purchases tab because they are not added to the guest’s purchase—they are simply deducted from your payout.
How is the fee handled with deposits or split payments?
Fees are collected proportionally, based on the amount paid at each step.
Example:
- You have a reservation for $100
- Your Guest makes a deposit or split payment of $20.
- Xola deducted from the earnings of the Company, 3% of the amount paid (ie 3% of $20.00= $.60). You can see this in the earnings report under the Service Fee.
- When the rest of the balance is collected so will the remainder of the Service Fee.
You can track these deductions in your earnings report under the Service Fee column.
What Do Guests & Companies See?
Will my guest see the Service Fee?
No. Since your company is paying the fee, it is never shown to the guest—not at checkout, in confirmation emails, or on receipts.
Where does my company see the Service Fee?
-
In your reports, under the Service Fee column
- Not visible in the Purchases tab, since it’s not part of the guest’s payment
Service Fee vs. Processing Fee
| Service Fee | Credit Card Processing Fee | |
|---|---|---|
| Who Pays | Business | Business |
| Shown to... | Business (in reports) | Business (in reports) |
| Goes to | Xola | Stripe |
Refunds & Cancellations
Will the Service Fee be refunded if the reservation is canceled?
If you cancel a reservation and issue a full refund:
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The full amount is refunded to the guest
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The 3% service fee is credited back to your Xola balance
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The refund will appear in your next payout
Partial refunds and cancellations will not get the service fee back. Refund must be in full.
Still Have Questions?
We're here to help!
Email us at support@xola.com for assistance with your configuration or eligibility.