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Important Update to Our Refund Payment Processing Policy
Important Update to Our Refund Payment Processing Policy

An update to our boater refund processing fee policy.

Updated over a week ago

Effective May 1st, 2024, original payment processing fees will no longer be refunded to marinas when you issue a refund to a boater.

We have always taken pride in our ability to fully refund the original processing fees to our marina customers when they issue a refund to a customer. Over two years ago, Stripe removed our ability to absorb these fees. To mitigate disruption, we have covered the expense for over two years on your behalf. Due to recent changes in our costs from our payment processor, continuing this policy is no longer sustainable for Dockwa. To ensure that we can continue delivering industry-leading service and software, we must adjust our policy to meet standard industry practices.

This update aligns with common practices among payment processors you're likely familiar with. To lessen its impact on your business, we're introducing more flexible billing options for managing reservations, which is where most refunds occur. Soon, marinas will have access to Flexible Transient Deposits, offering seven different billing schedules, with optional deposits, allowing payment on your terms. Considering our updated fee refund policy, if you prefer to switch to a no-deposit schedule to avoid refunds and processing fees, please reach out to your Dockwa Marina Success Manager for assistance in switching to this feature.

We deeply value your business and the trust you place in Dockwa as your marina management partner. Our team is committed to minimizing the impact of this change on your operations and to providing you with exceptional service and support. We are here to answer any questions you may have about this policy update and to assist you in any way we can during this transition.

Thank you for your understanding and continued partnership. We look forward to serving you and supporting the success of your marina for many years to come.

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