When a resident makes a payment through the 1VALET platform, two types of fees are deducted from the transaction:
1VALET service fees – These fees vary depending on the type of transaction, such as rent payments, amenity bookings, or status certificate requests.
Card transaction fees – These fees depend on the card type (credit or debit) and the card brand (Visa, Mastercard, Amex, etc.).
When a refund is issued:
1VALET service fees are refunded to your building.
Card transaction fees are not refunded.
This works the same way as any business (merchant) using a card terminal. Card fees are collected by the payment processor or terminal provider (for example, Moneris, Clover, Ingenico) at the time of the transaction and are not returned if the customer requests a refund.
Since 1VALET processes transactions on behalf of building owners, we refund the fees we charge, but the card processing fees that are incurred by the payment network are not refundable.
If you have any questions or need further clarification, please do not hesitate to contact our Customer Support Team at support@1valet.com.