Payment & Payouts — Complete Guide
Everything you need to know about how money flows through Suaka — for Tenants, Owners, and Agents.
A. Tenant Payments
Total Booking Charge — How It Is Calculated
Total Booking Charge = Base Rent + Suaka Tenant Fee (10% of Base Rent) + Transaction Fee (2.5% of Base Rent), being 112.5% of Base Rent. A Security Deposit is set per villa, capped at one month's Base Rent, and may be zero. Every listing displays the amount before booking.
Example — 2-month booking at $4,000/month: Rent $8,000 + Tenant Fee $800 + Transaction Fee $200 = Total $9,000, payable under the selected payment plan.
| Item | Amount | When Collected |
|---|---|---|
| Full Payment (Upfront Plan) | Full Total Booking Charge | 48 hrs before check-in |
| Month 1 Balance (Monthly Billing) | Month 1 rent + Tenant Fee + Transaction Fee | 48 hrs before check-in |
| Month 2+ (Monthly Billing) | Monthly rent + Tenant Fee + Transaction Fee | Monthly anniversary of check-in |
Payment Methods
- Credit/Debit Card (Visa, Mastercard) — via Stripe (PCI DSS Level 1)
- Apple Pay
- PayPal
- Bank Transfer (SWIFT/SEPA/local)
- Xendit (Indonesian local payments)
- UAE Banking
- Cryptocurrency (select listings)
Payment Security
- Suaka does not store raw card data — only tokenised references.
- Where a villa holds a Security Deposit, approved damage is taken from it first. Any excess, or the full amount where no deposit is held, is charged to the Tenant's saved payment method after check-out, subject to a cap of the greater of the deposit held or one month's Base Rent.
- All transactions are encrypted using TLS 1.3.
Failed Payments
You have 24 hours to update your payment details following a failed payment before the booking is cancelled. For Monthly Billing, a failed monthly instalment must be resolved within 48 hours or early termination may apply.
B. Damage Charge Flow
| Stage | What Happens |
|---|---|
| 1. Booking Confirmed | The Security Deposit, where the villa requires one, is collected with the final payment before check-in. The Tenant's saved payment method is retained on file. |
| 2. During Stay | Any Security Deposit is held by Suaka in a client account, never released to the Owner |
| 3. Check-Out | Suaka conducts joint inventory review with Owner and Tenant |
| 4a. No Damage | No charge is made. Any Security Deposit held is released back to the Tenant in full within 14 calendar days of checkout. |
| 4b. Damage Claimed | Owner must submit photographic evidence + itemised costs within 48 hours of checkout |
| 5. Dispute Window | Tenant has 7 calendar days from checkout to dispute any claimed charge |
| 6. Adjudication | Suaka reviews evidence and issues final ruling within 14 business days |
| 7. Release | Approved amount charged to Tenant's payment method, capped at the greater of the deposit held or one month's Base Rent, and paid to Owner |
No charge is made unless the Owner submits documented, approved evidence of damage. The Tenant is only ever charged for damage they are found to have caused, after the dispute window closes, and never more than the greater of their Security Deposit or one month's Base Rent.
C. Owner Payouts
Payout Schedule
| Payment Plan | When Owner Receives Payout |
|---|---|
| Upfront Full Payment booking | Released 32 hours after check-in is confirmed, net of the 5% Owner Fee |
| Monthly Billing booking | Each month paid within 32 hours of that month's charge succeeding, net of the 5% Owner Fee |
Payout Calculation
| Item | Amount |
|---|---|
| Monthly Villa Rent (as listed) | USD $[X,XXX] |
| Less: Suaka Owner Fee (5%) | - USD $[XX] |
| Owner Net Monthly Payout | USD $[X,XXX] |
Payout Methods
- International Bank Transfer (SWIFT)
- Xendit (Indonesian local bank/wallet)
Set in Owner Dashboard > Settings > Payout Preferences.
Processing: 2–5 business days from payout release; allow 1–3 additional business days for bank transfer.
D. Agent Commission Payouts
- Commission earned: 2% of Base Rent (rent only — not including the Tenant Fee).
- Commission is credited to your Agent account when the booking is confirmed.
- Commission is released (paid out) after the Tenant's check-in is confirmed.
- Payout methods: bank transfer, Xendit wallet, or PayPal — select in Agent Dashboard.
- Monthly earnings summaries and an annual commission statement are sent automatically.
E. Disputes & Chargebacks
Contact info@suaka.com within 14 days of any transaction you believe is incorrect. We investigate and respond within 10 business days. Do not initiate a bank chargeback before contacting Suaka — invalid chargebacks may result in account suspension.
Suaka's payment infrastructure is monitored 24/7. For urgent issues, contact info@suaka.com or call +62 819-9542-8302 immediately.
Suaka, operated by Bridging Mountains Limited, registered in England and Wales, company number 15925967. info@suaka.com | +62 819-9542-8302 | www.suaka.com