Guest Hub
Payment & Payout Policy
1. Purpose & Scope
This Policy explains how money flows through Viv Élevé—from the moment a Guest requests an Experience to the moment a Host receives their earnings. It applies to every transaction on the platform and forms part of the Viv Terms of Service.
2. Key Definitions
| Term | Meaning |
|---|---|
| Payment | The amount a Guest is charged once a Host accepts a booking request. Funds are held by Viv until the Experience concludes and any review or dispute window expires. |
| Payout | The funds Viv releases to a Host for a completed Experience, minus Viv’s commission. |
| Commission | Viv’s marketplace commission—currently 20 % of the Experience price. Viv may update this percentage with 30 days’ written notice to affected Hosts. |
3. How Payments Work
Guest Charge Timing
The Guest’s chosen payment method is charged immediately after the host accepts a booking request.
Secure Holding of Funds
All Payments are processed via Stripe Connect and held in Viv’s Stripe account until Payout.
4. How Payouts Work
| Step | Timeline | Detail |
|---|---|---|
| Experience Ends | Day 0 | Host delivers the Experience. |
| Dispute Window | Day 0-2 | Guests may dispute a charge within two days of the experience date. |
| Payout Initiated | Day 2 | Viv triggers a Stripe transfer to the Host's designated payout account. |
| Review Window | Day 2-6 | Both Guests and Hosts have five days to share reviews. |
| Host Receives Funds | Day 7-10 | Arrival depends on the Host's bank & country. |
5. Cancellations & Refunds
If a Guest cancels in line with the Host-selected Cancellation & Refund Policy (e.g., host-selected 24-hour, 7-day, or 30-day rule), the Guest is refunded in full, and no Payout is made to the Host. See full Cancelation and Refund policy in Host Hub.
6. Disputes
Filing Window:
Guests have 2 days after the Experience to file a payment dispute.
Grounds:
- Host no-show or Experience not delivered.
- Experience materially differs from the listing description, itinerary, or inclusions.
Process:
- Viv notifies the Host of dispute and requests supporting evidence within 72 h.
- Viv reviews Guest claims, Host evidence, platform messages, and media.
Outcomes:
- Dispute denied → normal Payout proceeds.
- Dispute accepted → Payout cancelled; Guest refunded.
Finality:
Viv’s decision is binding. Hosts may appeal only with new, material evidence within 3 days of the initial decision.