What this policy covers
This policy explains how renewals work and what is refundable when your agreement with Luxota ends. It covers the fees Luxota charges your agency and the balances held in your Trustee wallets.
It does not cover refunds you owe to your own travelers for their bookings — those remain your responsibility and are explained next.
Refunds to your travelers
When a traveler cancels or is owed a refund for a booking made through your portal, that refund is between your agency and your traveler. Your agency handles it under its own terms and the relevant supplier rules.
Luxota's fees and your wallet balances are separate from the money you owe your travelers, and ending a Luxota agreement does not change your obligations to them.
Fees and balances are different things
Luxota operates on a prepaid model. It helps to separate two things: the fees you pay for access to a product, and the balances you hold in your wallets to run operations. They are treated differently when it comes to refunds, as set out below.
ShareHub White Label renewals
ShareHub White Label is a recurring subscription billed every 3 months — USD 100/month plus 5% UAE VAT, i.e. USD 300 + VAT per cycle. It continues for successive billing cycles until either party terminates with the required notice.
A renewal invoice is issued for each new cycle. If the price changes, the new price applies from the cycle after the change takes effect.
Luxota Full OTA (Pay-as-you-go)
Luxota Full OTA has no fixed annual or monthly subscription fee. It continues on a Pay-as-you-go basis for as long as your Platform Wallet holds enough balance to cover usage and platform charges.
You keep the service active by topping up your Platform Wallet. There is no automatic subscription renewal charge.
Platform and subscription fees
Subscription and platform access fees are charged for the access period they cover. Once a period has begun, these fees are generally non-refundable — including if you stop using the product before the period ends — except where the agreement or applicable law requires otherwise.
One-time setup and activation fees
One-time fees — such as payment gateway setup or replacement, supplier activation, and custom domain changes — are charged for work performed once. They are non-refundable once the work has been carried out.
Segment and usage fees
Segment and other usage-based fees apply only under Luxota Full OTA and are charged as services are used. Because they reflect activity that has already happened, they are non-refundable.
Wallet balances on termination
After your agreement ends, the remaining operational balance in your Platform Wallet and the balances in your Settlement Wallets are refundable, according to the contract timeline and subject to settlement review.
Refundable does not mean immediately refundable — the amount released is what remains after the review described below.
Full OTA ecosystem security
For Luxota Full OTA, USD 1,000 of the initial USD 2,000 Platform Wallet funding is retained at the start of the contract as security for ecosystem activity. At the end of the contract, this retention is handled according to the agreement and is subject to the same settlement review before any release.
Termination and release timeline
Termination requires 3 months' notice. After the notice period, up to 1 further month is allowed for final settlement and balance release — up to 4 months in total, unless your signed agreement states otherwise.
Review before release
Before any balance is released, Luxota may review and deduct for:
- Outstanding or unpaid fees
- Wallet deductions still pending
- Chargebacks and payment reversals
- Open disputes
- Supplier penalties or cancellation costs
- Taxes due
- Any other unresolved obligations under the agreement
What remains after this review is the refundable amount.
How refunds are paid
Refunds are calculated and paid in US Dollars, to the agreed method, after the deductions above. Any VAT is handled in line with the VAT & Tax Policy and the applicable invoices.
Final amounts and timing are confirmed by Luxota as part of the settlement at the end of your agreement.