Mews contract FAQs

A Mews contract defines the agreement between your property and Mews, including pricing, subscribed services, and payment terms. Property administrators and finance contacts use this to review billing and manage their account in Mews Operations. You use this when you receive an invoice, see an unexpected charge, or want to verify your agreement. You can compare invoice items with your contract pricing, confirm billing frequency, and verify discounts or agreed conditions. This helps you reconcile your billing confidently and resolve any discrepancies quickly.

In this article you can learn about:

What does a Mews contract include?

A Mews contract includes key sections that explain your pricing and services.

  • Platform fees for your property management system
  • Payment processing fees for Mews Payments
  • Additional transaction fees
  • Discounts or special conditions

For example, your contract includes a monthly fee for rooms and payment processing fees for card transactions.

Note: Each contract is unique, so some sections or pricing structures differ based on your agreement.

How do I access my contract?

Your Mews sales manager or account manager provides your contract on signing. If you no longer have a copy, contact Support to obtain the latest signed version.

How do I view and download invoices?

You can view all invoices Mews has issued to your property directly in Mews Operations.

  1. In Mews Operations, click your profile icon in the bottom left.
  2. Click Invoices from Mews.

The Invoices from Mews screen displays all historical invoices.

Note: If a payment was made via bank transfer, it may take a few days to appear as settled. Payments made via the invoice payment link typically appear the next business day.

What is the pricing section?

The pricing section shows how the system calculates your platform fees.

  • Space or room type: Displays what you pay for.
  • Price per unit: Displays the cost per room or space.
  • Quantity: Displays how many units you pay for.
  • Subtotal: Displays the cost before discounts.
  • Discount: Displays any agreed reduction.
  • Final total: Displays the amount you pay after adjustments.

This section helps you understand how your monthly or annual fee is structured.

Note: If your contract includes annual prepayment, your invoice shows the full yearly amount instead of a monthly charge.

How do Mews Payments fees work?

If you use Mews Payments, your contract explains how transaction fees apply.

There are two common pricing models:

  • Percentage-based pricing, also known as, IC++
    • A commission applies to each transaction
    • Additional card network fees apply
  • Fixed or blended pricing
    • A single percentage or fixed fee applies per transaction
    • This fee includes all costs

You can export the payment report for further details. You can learn more in the Track your fees with the Payment report export help article.

Note: Some payment fees change slightly after processing when the system adjusts estimated fees to actual values.

What are the additional fees?

Your contract includes extra fees related to payments.

  • Card protection fees apply when the system securely stores card details
  • Terminal fees apply when you use payment terminals
  • Chargeback fees apply when a payment dispute is lost

Note: The system refunds chargeback fees if you win the dispute.

What are the different types of invoices?

You may receive two types of invoices from Mews.

INV invoices cover your platform subscription fees, such as your property management system package, terminals, connectivity bundles, and bookable services.

PAYCOM invoices cover payment processing fees, including card commissions, tokenization fees, and commission adjustments linked to transactions processed through Mews Payments. These are kept separate to make reconciliation with your payment reports easier.

Note: Your Mews Payments balance often settles PAYCOM invoices automatically. The invoice shows the full amount as already paid with zero amount due.

What are the different fee types in PAYCOM invoices?

This section explains the specific fee types that appear on your PAYCOM invoices.

Commission adjustments

When a guest pays, Mews applies an estimated card cost based on typical fees. The payment processor then provides the actual transaction costs. The difference between the estimate and the actual cost appears on your PAYCOM invoice as a commission adjustment.

A positive adjustment means the actual cost was higher than estimated. A negative adjustment means it was lower. Your payment commission plus any adjustments equals your true total fee.

Tokenization fees

A tokenization fee applies each time a new payment card is securely stored in Mews. This fee covers the cost of encrypting and protecting card details using a third-party security provider. Returning guests who use the same card are only tokenized once. No additional fee applies for the same card on a new reservation.

Automatic settlements

If you use Mews Payments, Mews automatically deducts outstanding invoices from your Mews Payments balance each day when your balance is sufficient. If your balance is too low at the time of settlement, the invoice remains open and you receive a payment reminder.

You can pay manually at any time using the payment link on the invoice or by bank transfer. To top up your Mews Payments balance, use the top-up request form.

Note: It can take 1 to 2 business days after funds reach Mews for your balance to reflect a top-up.

How does Mews communicate annual price increases?

Mews communicates price increases by email in advance. Mews reviews pricing annually in line with inflation and market conditions. To check whether a price increase applies to your invoice, multiply your previous annual fee by the applicable increase factor.

For example, a 3.5% increase means you multiply your previous fee by 1.035. The result should match your new invoice total.

If the totals do not match, contact Support so they can investigate.

Why do I see an overdue payment reminder?

If you see a red banner in Mews Operations indicating an overdue payment, one or more invoices remain unpaid past their due date.

To resolve this, pay the outstanding invoice using the payment link or by bank transfer. Payments made via the invoice link typically clear the banner the next day. Bank transfers may take a few additional days to process.

If you believe the invoice has already been paid, contact Support with proof of payment so they can investigate.

Note: If you are unable to access Mews Operations due to a suspension, contact Support immediately with proof of payment.

How do I update my legal entity or bank details?

If your business address, legal entity name, or payout bank account changes, contact Support. They guide you through the update process. You need documentation such as an official business register extract. If your legal entity details change, Mews may need to reissue past invoices.

To update your payout bank account for Mews Payments, you can also submit a request using the bank details update form. Contact Support for the link.

With a clear understanding of your contract and invoices, you can confidently reconcile your billing and resolve any discrepancies.

When do I contact Support?

Contact Support for questions about:

  • Understanding your contract or invoice line items
  • Reconciling fees
  • Accessing invoices or contracts
  • Overdue banners

Contact your Customer Success Manager for:

  • Fee comparison with current provider
  • Billing frequency changes
  • Credit notes
  • Contract upgrades and pricing discussions

Note: Support cannot approve changes to your fees or contract terms. If you are not sure who your Customer Success Manager is, contact Support and they direct you to the correct person.

 

 

Was this article helpful?
00



Feedback