How it works

Fees, support, and what you can rely on

This page is the operator-facing reference for money, data, and uptime expectations—not marketing. Use it when you need to explain checkout fees to staff, verify export paths, or confirm how support should reach us.

1. Human-reachable support. We publish a direct operator email (FWL_SUPPORT_EMAIL overrides the default), plus a one-click support bundle (JSON, no secrets) from the dashboard so first contact includes context—not a blank ticket queue.
2. Three money lines to keep straight. (1) SaaS: operators may pay a platform subscription for software modules (billing page in-app)—separate from guest checkout. (2) Guest booking fee: optional pass-through line item on native card checkout (disclosed to the guest). (3) Platform commission: the platform’s net take rate on the card charge (reports label booking fee vs commission separately). Referral or agent bookings can add operator-configured splits for partners—see your site’s financial settings.
3. You keep your web property. Commerce and content stay on your WordPress/Woo (or other channels) with ingest APIs and webhooks. We do not replace your owned site with a hostage page you cannot migrate.
4. Data portability by default. Site booking lists export to CSV for accounting, CRM, and contingency planning—no “you lose the firehose when you leave.”
5. Connector heartbeat on the dashboard. Inbound pings, booking API writes, and calendar pulls update last channel activity per site so “everything silently stopped” is visible before guests complain.
6. Operational continuity. Laravel exposes /up for shallow health checks; the app layout degrades gracefully if the Tailwind CDN is slow.
7. Stripe Connect, not a black-box wallet. Payout path uses standard Connect patterns you can reconcile in Stripe; application fees can carry the guest-paid platform slice; refunds are gated behind explicit config.