Questions Regarding Billing & Statements

Find answers to the most common billing statement, service agreement and fee questions.

1. Where can I get a copy of our Service Agreement?
   If you are an Admin-level User, you have access to review your Service Agreement via the backoffice at any time. Go to Settings, Manage Membership and select the "Service Agreement" tab. Admin or Account Role-level access required.
   
   
2. Where can I find my invoice(s)?
   If you are an Admin level User, you may view and print your CellarPass invoice via the back-office at any time. Go to Settings, Manage Membership and select "Account Activity" tab, then click the "View Invoices" button. Admin-level access required
   
   
3. Why am I billed for the monthly fees, while being billed for last month's Reservation fees?
   Your bill includes a charge for the current applicable monthly service fees and the previous month's Reservation fees based on your Service Agreement.
   
   
4. What does AFF, B/O, CON, MOB, REF and WGT mean on my invoice?
   The 3-digit codes provide you with an understanding as to where the Reservation was originally booked. B/O = Reservation placed in the back-office, WGT = Reservation placed on your website via your CellarPass widget, REF = Reservation placed on CellarPass.com, AFF = Reservation placed on Affiliate site e.g. Yelp.com, CON = Reservation made by a Concierge account holder e.g. hotel concierge or driver, MOB = Reservation placed on CellarPass' mobile site or iPhone App.
   
   
5. Why am I being billed a start-up fee?
   A Start-up fee is charged to all new accounts.  Additionally, most add-on modules have a start-up fee associated with enabling the item on your account. If you cancel your membership or any modules and enable any of the discontinued services again, the start-up fee will be applied.
   
   
6. Why am I being billed a "Missing Widget" fee? (Applies to Reservation Subscriptions Only)
   There is a monthly fee charged when CellarPass determines that your Widget is not installed on your company's website, which is a requirement for of the CellarPass Standard Service Agreement. And in order to determine if your widget is missing for any portion of a give month, our platform automatically crawls your website at random and compares this to your WGT bookings. If the system reports that there are no WGT bookings and does not find our Widget code on your website, the "No Widget Fee" applies. 
   
   NOTE: The widget must be installed on a publicly-visible page, typically on your "Contact", "Visit" or "Tours" or similar pages. Please see your Service Agreement for details. If you need assistance with getting the Widget code installed, please submit a request with our technical support team.
   
   
7. Why am I being billed for a Payment Gateway?
   Adding a payment gateway so that you can process credit cards within CellarPass is an optional feature that requires a start-up fee and a recurring monthly service fee to keep the service enabled on your account. If you wish to no longer use this feature, please submit a support request and the feature will be removed immediately. Do note that once disabled, you can no longer charge, void or refund any Reservations within CellarPass. Re-enabling the service will incur any applicable startup fees.
   
   
8. Do we get a booking service charge credit for"No Show" or "Canceled" Reservations?
   CellarPass does not hide, nor prevent you from contacting any guests no matter their Reservation status (completed, checked-in, rescheduled, cancelled, "no show" or what have you. Therefore all normal Reservation fees are applicable as outlined in our Service Agreement.
   
   
9. Is there a charge for Reservations booked through the CellarPass backoffice?
   The majority of Service Agreements do not charge a Reservation fee when booked through the back-office. We recommend you review your Service Agreement for more details.