Refunds, card disputes and card fees
Who pays the card fee when money goes back to a guest.
For hosts, service providers and property managers · Updated September 30, 2026
What this is
The card company keeps its fee when a payment is refunded, and charges a dispute fee when a guest disputes a payment with their bank. This explains who covers those costs.
When to use it
Use this before refunding a purchase, or when a payout is lower than expected.
Steps
- Open the booking or order and choose Approve refund (when the guest asked) or Refund payment.
- Choose why it is being refunded: the guest cancelled or changed their plans, or you cancelled or could not provide it.
- Confirm the refund. The guest gets the full amount back.
What to expect
- If the guest cancelled, StayPerk pays the card fee. It costs you nothing.
- If you cancelled or could not provide it, the card fee comes out of your next payout.
- A refund takes back any payout already sent for the purchase.
- During a card dispute, the payout waits until the dispute closes. If the guest wins and the service was not delivered, you cover the amount and the CA$15 dispute fee. If it was delivered, StayPerk covers it.
- Mark orders fulfilled when you deliver them. That record is the evidence StayPerk uses to answer a dispute.