Cards, payments and invoices

Paying by card

You pay by card. Stripe hosts the payment page and holds the card, and MAYA never sees the card number. Paying from a US bank account (ACH) is switched off, because the two card checks below are made for a card. Every payment is taken automatically, so there is no bank transfer and no invoice to pay by hand. Prices are in US dollars whatever your property's currency.

The two card checks

Your card is checked twice with a zero-amount check: once right after checkout, and again 48 hours after the subscription started. The check asks your bank whether it would still honour the card. No money moves. Some banks briefly show a pending line that then disappears. It is never charged. The second check exists because a card cancelled the day after signing up would otherwise go unnoticed until the first real charge failed.

If your bank wants the cardholder present to answer, which many UK and EU banks do, the checks stop there with no verdict: the card is not marked as failed, and it is not checked again. If MAYA cannot get an answer at all, it asks again, up to 4 times in all for each check, about 6 hours apart, and then stops without a verdict. Only a decline counts as failed, and so does a card removed from the billing account after checkout.

A failed check never stops MAYA working. It raises two things: the top card on the Billing page reads "Your saved card stopped working" with "Nothing has failed yet, but the next charge will. Update it before your renewal to keep pricing running.", and an amber section headed "Your card needs attention" says "We checked it on" the date "and your bank declined it", with the bank's short reason in brackets. The dashboard shows the amber Fix it banner to everyone on the property.

The warning clears by itself the next time a payment goes through. Saving a new card does not clear it on the spot. The next successful charge does. Saving the new card as your default does move your subscription onto it, as Updating your card says, so that next charge comes from the new card.

When a payment fails

1. 1

   The bank retries and MAYA keeps working

   Stripe retries the card over a period (about two weeks). During the retries the status on the Billing page reads "Payment overdue" and the date row is renamed Current period ends. The top card reads "Your last payment did not go through", and says your rules keep running while the bank retries and that updating your card now avoids an interruption. The dashboard shows the amber Fix it banner. Your rules keep running as normal, and a live Cloudbeds or ThinkReservations property keeps sending prices. Nothing is sent to Mews yet, or while a property is in simulation, whether or not a payment has failed. Save a new card as your default in the portal and MAYA moves the subscription onto it and pays the overdue invoice with it straight away.

2. 2

   If the retries run out, work stops

   The status becomes "Unpaid (stopped)". The top card turns red: "MAYA has paused work on this property" with "Your rules no longer run on a schedule and nothing is sent to your PMS. Update your card and the subscription restarts where it left off." The dashboard shows the red Restart MAYA banner. There is no Restart your subscription button in this state, because the subscription is still alive in Stripe. Update the card in the portal and save it as your default. MAYA then moves the subscription onto that card, so later charges come from it too, and pays the open invoice with it straight away. Once the payment goes through, the status goes back to "Active" and work picks up again. If the new card is declined too, the status stays "Unpaid". Save a different card as your default and MAYA tries that one.

   MAYA pays an overdue invoice by itself only when the payment first failed within the last 30 days. If it failed longer ago, saving a card still moves the subscription onto it, but nothing is charged and the status stays "Unpaid". Our team is told, and emailing us restarts it. The top card says so once it has been unpaid for more than 30 days (counted from the Unpaid since date): "It has been unpaid for more than 30 days, so a new card won't restart it on its own. Update your card, then email us and we'll restart it." The dashboard banner's button then reads Email us instead of Restart MAYA.

3. 3

   If Stripe cancels the subscription instead

   Whether an unpaid subscription is cancelled outright after the retries is a Stripe setting. If it is, the status reads "Cancelled" and a Restart your subscription button appears. Cancelling, restarting and leaving has that path.

In a group of properties on one card, each property is charged on its own renewal date, so each one fails and retries on its own. The owner fixes them all at once by saving a working card as the default. Read If the shared card fails.

What "stopped" means

When work has stopped, for a lapsed payment or a cancellation:

• The scheduled reads of your bookings and the scheduled runs of your rules stop, and nothing is sent to your system. This is the same for Cloudbeds, ThinkReservations and Mews.
• If you type or clear a manual price, MAYA still runs your rules again on those nights, and the new prices show on the calendar. Nothing is sent. A change to Counts as a room or Rooms out of service is saved, and priced from the first cycle after work starts again. The line after a save says so: "Saved. Nothing is sent while MAYA's work is paused. Update your card on the Billing page." When the subscription reads Cancelled or Never completed it ends "Restart your subscription on the Billing page." instead, and when it is on hold, "Email us and we'll get it running again."
• Running Get suggestions from my data and changing the billed room count are refused with "This property's subscription is not active, so MAYA has paused work on it."
• The rates already in your property system stay exactly as they were last sent. Nothing is reverted, and nothing new goes out. Rates you change in your property system has what to do with them.
• Your rules, floors and ceilings, history, manual prices, team and settings all stay.
• You can still sign in and read the calendar, the change log and the team page.

Updating your card

1. 1

   Open Billing

   Click Billing at the top right of the dashboard. General Manager or Hotel Admin only.

2. 2

   Click Update card, receipts & cancellation

   Stripe's billing portal opens. Choose the option to update the payment method, enter the new card, and save it as your default.

3. 3

   Come back

   Stripe returns you to the Billing page. There is nothing to email. As soon as the new card is your default, MAYA moves your subscription onto it, so the next charge and any retry of an overdue payment use it. If a payment is overdue (the status reads "Payment overdue" or "Unpaid") and first failed within the last 30 days, MAYA pays it with the new card straight away. A subscription on a different card of its own stays on that card, as Moving to another card explains. A card warning clears after the next successful payment, not the moment you save.

Update your card is the one-screen version.

In a group of properties from the Cloudbeds Marketplace, the card belongs to the owner's billing account. Only the owner changes it: a General Manager or Hotel Admin of one property who does not also manage the others has no card button, and asks the owner. A new card the owner saves as the default is used for every property that was on the old default card. Paying for a group of properties explains.

When you are charged

Each billing period is charged at its start, in advance, on its renewal date: a monthly plan pays for the month ahead, a yearly plan for the year ahead. After a free trial, the first charge falls on the day the trial ends. The Billing page shows the date under Next charge. A change to your room count is not charged on the day: the difference for the rest of the period goes on your next invoice, as a charge or a credit.

Your renewal date comes from the day the subscription started, or the day its trial ended. There is no setting in MAYA to move it, and Stripe's portal cannot move it either. In a group, each property keeps its own renewal date, so the properties are charged on different days. If you need them lined up, email us.

Invoices and receipts

Every invoice and receipt lives in Stripe's billing portal, under the same button. There is no invoice list inside MAYA. They stay in the portal after you cancel, as Cancelling, restarting and leaving explains. Stripe, not MAYA, sends any receipt or failed-payment email, to the email address on the billing account.

An accountant who only needs invoices does not need a MAYA login: forward the receipts, or change the billing email in the portal to an address they read. A login for the Billing page itself needs General Manager or Hotel Admin, which also grants the power to go live and change the team, so it is rarely the right fit.

Supplier paperwork

Before you commit, two screens show the price: the calculator on the get-maya.com home page, and the price panel on the payment screen, which re-prices the moment you type a code. MAYA does not produce a formal quote, a pro-forma invoice or supplier forms such as a W-9. If your accounts team needs any of these, or our company details for supplier set-up, email us and say what they need. A vendor form or purchase order you send does not change the Terms. Read Terms and legal.

The name on your card statement

A charge for MAYA shows under MAYA's business name, as your bank prints it. Banks often shorten the name. The first charge after a free trial ends is marked once so you can spot it: it begins "MAYA" and ends "TRIAL OVER".

The charge is in US dollars, so a card in another currency shows the amount your bank converted. The card checks above are not charges. To match a statement line to an invoice, compare its date and amount with the invoices in the billing portal.

Tax

Prices exclude tax, and under the Terms (clause 7.7) any tax is yours to pay. Whether tax is added at checkout, with a full billing address and a business tax ID asked for, depends on how billing is set up at the time, not on anything you choose. Each invoice in the billing portal shows whether tax was added. The portal also lets you add or change a billing address and a business tax ID.

Switching between monthly and yearly

On the Billing page, under Monthly or yearly, by a General Manager or Hotel Admin. Stripe's portal does not switch plans. Before anything changes, a confirm step shows the new price, what happens to your code, and what is charged today in Stripe's own figures. The billing page shows every line.

Outside a free trial, a switch starts a new billing period on the day you make it, and Stripe charges for that period straight away, less a credit for the unused part of the old one. From monthly to yearly, a full year is charged that day, less the unused days of your month, and the year renews a year from that day. From yearly to monthly, the credit for the unused year is usually more than a month costs, so the rest stays as a credit on your billing account and comes off later invoices until it runs out. Credit is never paid out as cash. In a group on one billing account, it comes off whichever invoice on that account is next, for any of the properties. If your bank declines the charge, nothing changes at all and the page says "Your bank declined the charge, so nothing changed. Update your card and try again."

During a free trial, the trial carries on. Nothing is charged that day, and the first charge, when the trial ends, is the new period's price.

A code's discount:

• A discount for as long as you stay carries over. A percentage stays the same. Dollars off become the same money for the new period: $10 off each month becomes $120 off each year, and $120 off each year becomes $10 off each month.
• Switching to yearly, a discount limited in time ends, even during a trial, so a few months' discount never stretches over a whole year. The confirm step says so, for example "Your code's 20% off for 3 months ends when you switch."
• Switching to monthly, a discount limited in time that checkout worked out for the yearly plan ends, because a yearly amount never comes off a monthly invoice. The confirm step says so, for example "Your code's $75 off on one invoice ends when you switch." It ends during a yearly trial too, before it has been used. Any other discount counted in months stays on until its own end date ("Your code's 20% off for 12 months carries on until March 3, 2027.").

You cannot switch while a payment is overdue ("Pay the open invoice first. Updating your card pays it."), while the subscription is set to cancel, or as a General Manager or Hotel Admin of one property in a group billed on the owner's account ("This property is billed on the group owner's account. Ask the owner to switch it."), because the switch charges or credits that account.

Yearly is 10% cheaper from 21 rooms up. For 1 to 20 rooms it is the same price as twelve monthly payments: you pay once a year, with no discount. What it costs has the brackets.

Moving to another card

Add the new card in the portal and save it as your default, as in the steps above. MAYA then moves onto the new card every subscription that was on your old default card. If you had no default card before, the card your subscriptions were set up with at checkout counts as the old one, as long as every one of them uses that same card. A subscription with no card of its own already uses the default. Any payment that is overdue, and first failed within the last 30 days, is then paid with the new card straight away.

A subscription on a different card of its own stays on that card: MAYA never moves it. That is why your old card can still be charged after you save a new one. To move it, email us.

In a group of properties from the Cloudbeds Marketplace, every property bills on the owner's one billing account, each with its own subscription. The owner saves the new card as the default. Every property on the old default card moves to it, and a property paid for with a different card at checkout keeps that card. If the owner had no default card before and the properties were paid for with different cards, there is no telling which card was the old one, so none of them moves: email us which properties should move. To put one property of a group on a card of its own, or bill it to a different company, read Paying for a group of properties.

Keeping a second card on file

You can, in Stripe's billing portal. Open it with Update card, receipts & cancellation on the Billing page, add the second card, and choose which card is the default.

Each payment comes from one card: the card on your subscription (the one from checkout), or your default card if the subscription has none. If a payment fails, Stripe retries that same card and does not switch to the spare by itself. To switch to the spare, make it your default: MAYA moves onto it every subscription that was on your old default card and pays any overdue payment with it, as Moving to another card explains. MAYA's two card checks look at the same card a payment comes from, so a card warning on the Billing page is about that card.

In a group of properties from the Cloudbeds Marketplace, the cards belong to the owner's billing account, so the owner manages them from the full portal.

Refunds

Under the Terms there are no refunds for part of a billing period, unused rooms, downgrades, suspensions or time when the Service or your property system was unavailable. Apart from any refund the law requires, there are two exceptions: if we discontinue the Service entirely, or end your agreement for our own reasons on 30 days' warning, we refund the unused part of the current paid period. Lowering your room count gives a credit against future invoices, never cash. Any other credit is a one-off courtesy.

Disputes

If a charge looks wrong, email us with the invoice number within 60 days of the charge, and we look into it. Under the Terms, a charge you have not raised with us in writing within 60 days is final.

Please email us before you ask your bank to reverse a charge. We can usually sort it out faster. Under the Terms, reversing a correct charge makes you liable for the fees it causes. Terms and legal has the clauses on disputes and overdue amounts.