One address reaches a person who can actually fix it: [email protected]. There is no ticket queue and no phone tree. Tell us the property or the guest’s name and what you expected to happen, and we will take it from there.
Money from a direct booking or a guest invoice is collected by Stripe and paid into the bank account you connected under Settings → Get Paid in the app. Outkeepr never holds your money: the guest’s payment goes to your own Stripe account, and Stripe pays it out to your bank on a rolling schedule, typically two business days after the funds settle.
The Get Paid screen shows your current Stripe balance, the bank account the money is headed to, and every payout Stripe has sent you. If a payout looks wrong or hasn’t arrived, email us with the date and amount and we will trace it.
Use Change Bank Account on the Get Paid screen. That hands you to Stripe, which is the only place your bank details are ever entered — they do not pass through Outkeepr.
Before Stripe can pay you it has to verify who you are, which is a legal requirement and not something we can waive or complete on your behalf. If the app says Stripe still needs something, it will tell you what: usually a date of birth, the last four digits of an SSN, or a photo of an ID when the details you typed could not be matched automatically. Verification is usually finished within minutes of the last item being supplied.
If you are stuck in that loop, email us. We can see what Stripe is waiting for and tell you in plain language what will clear it.
A chargeback happens when a guest asks their bank to reverse a payment. The bank pulls the money back while it investigates, and the card networks — not Stripe and not Outkeepr — decide the outcome.
When a guest disputes a booking taken through Outkeepr, Stripe notifies you by email at the address on your Stripe account and gives you a deadline to respond. Evidence that usually decides these: the booking confirmation, your messages with the guest, your cancellation policy, and the check-in record showing the stay happened.
You are not liable for a negative balance caused by a guest chargeback. Your Stripe account is configured so that Stripe carries that loss, not you and not Outkeepr. What a dispute costs you is the disputed booking itself, not more.
Email [email protected] as soon as you hear about a dispute and we will help you assemble the response before the deadline.
To refund a direct booking, email us with the guest’s name and the amount. A refund returns the money from your Stripe balance to the guest’s card; the Outkeepr booking fee on that stay is returned to you as well.
Cleaners are paid by bank transfer from the host who assigned the work, through the payout account set up under Settings → Payout Method. Payments arrive one to two business days after a host approves the job. If a payment is late or the amount is wrong, the fastest fix is usually with the host directly — but email us and we will look at what Stripe recorded.
Billing, invoices and cancellation live under Settings → Subscription in the app. Cancel there whenever you like; there is no term and nothing to phone in. For a billing question we cannot answer from the screen, email us with the invoice date.
You can delete your Outkeepr account from Settings in the app, which removes your properties, guests and messages from our systems. To ask what we hold about you, or to have it corrected, email [email protected]. What we collect and why is set out in our Privacy Policy, and the rules of the service are in our Terms of Service.
Email: [email protected]
We answer every message, usually the same business day.
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