Payment Policy Overview
📘 Knowledge Base Article: Understanding Payments in Livly
Overview
Livly is designed to make payments seamless for both guests and property managers. This article outlines how payments work, what guests can expect, and how property managers receive payouts.
🔹 For Guests
1. Payment Schedule
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Bookings more than 30 days in advance: 50% is due at the time of booking. The remaining balance is automatically charged 30 days before check-in.
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Bookings within 30 days of check-in: Full payment is due at the time of booking.
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Long-term stays (61+ days): First month’s rent is due at booking. Remaining rent is billed monthly.
2. Payment Methods
We accept all major credit and debit cards. Some listings may support digital wallets like Apple Pay or Google Pay. Payments are processed securely via Stripe.
3. Damage Waiver Option
Instead of placing a refundable damage deposit, guests can purchase a Damage Waiver Protection for $55, covering accidental damage up to $2,500.
4. Additional Fees
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Departure Fee: Some properties charge a fixed fee (e.g., $95) due at the front desk.
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Security Deposit: In rare cases, a refundable deposit may be held for incidentals (e.g., $100/day, up to $500). This will be outlined during checkout.
🔹 For Property Managers
1. Confirmed = Paid
Livly will never send confirmed bookings that have not been paid by the guest. Payment is required to secure a reservation, ensuring you only receive financially committed guests.
2. Payout Timing
Livly processes guest payments at booking but releases payouts to property managers based on the agreed payment terms. Most payouts are issued 24–48 hours after check-in unless otherwise specified.
3. Virtual Credit Cards (VCCs)
For certain OTA bookings, Livly will pass guest payments via Virtual Credit Cards. These must be charged manually or through your PMS system.
4. Payment Reconciliation
Each booking includes a Livly ID, transaction breakdown, and payment method. Use the Livly Dashboard to reconcile payouts and manage transaction history.
5. Fees & Commission
Livly deducts its service fee before remitting funds. Detailed payout statements are available per reservation in the partner portal.
🛠Troubleshooting
Q: My card was declined. What can I do?
Ensure your card has sufficient funds and is enabled for online transactions. If issues persist, try another card or contact your bank.
Q: When will I receive my refund?
Refunds are typically processed within 5–10 business days, depending on your bank.
Q: I don’t see my payout.
Double-check the payout date and ensure your payment method is correctly linked in your Livly profile. Contact support if it’s been more than 3 business days post-check-in.
📩 Still Need Help?
Contact Livly Support at support@livly.com or start a live chat in the app.