Billing
What a reservation costs, what is never billed at all, and how to read the invoice preview in the dashboard.
Understand reservation fees
#Every reservation that reaches you through HaiLa carries a fixed fee, different by the channel it came from. Without it you cannot read the invoice.
- Open Billing, in the left rail. The page itself is called Financial.
- Under the title sits the pricing line, with the rates in force for your account.
- The Invoice preview table shows, venue by venue, how many HaiLa bookings and how many API bookings you had this month and what they come to.
The phone apps show no billing at all. It lives only in the dashboard, on the web, under Billing.
The Pro app has no billing either. Open the dashboard on the web and go to Billing.
The guest sees none of this. The fee is between you and us: it never appears on your venue page, it is not added to their bill, and it changes nothing about what they see when they book.
- A reservation from the HaiLa app or from haila.md costs 1.00 EUR plus VAT. One from the widget on your own site, or through the API, costs 0.50 EUR plus VAT. Anything your team enters, by phone or as a walk-in, is free.
- The fee attaches to the day the table is booked for, not the day you confirmed it. A reservation for next month reaches no invoice until its day has passed.
- A day closes once, at 3 in the morning Chisinau time, from whatever status the reservation holds at that moment. What you change afterwards no longer moves that day.
- Only venues published on HaiLa produce billing records at all. An unpublished venue generates no invoice lines.
- The page has no month picker. You see the current month, a total for last month, and the rest of the history opens further down, under Month by month.
What is billed and what is not
#The rule is short, and it does not turn on whether the guest arrived: any reservation that is not cancelled when the day closes is billed.
| Situation | Billed |
|---|---|
| Reservation from the HaiLa app or haila.md | Yes, 1.00 EUR plus VAT |
| Reservation from the widget on your site, or the API | Yes, 0.50 EUR plus VAT |
| Confirmed reservation the guest never turned up for | Yes, at its channel rate |
| Reservation cancelled by the guest | No |
| Reservation cancelled by you | No |
| Declined request | No |
| Request that expired unanswered | No |
| Reservation your team entered by phone | No |
| Walk-in your team seated | No |
No-shows are billed
Cancellation is the only status that escapes the fee. A confirmed reservation nobody turned up for stays confirmed, so it is billed in full. If the guest tells you they are not coming, cancel it: a cancellation is free whoever makes it, you or them. Marking a no-show is not.
Declining and expiring are free because both leave the request cancelled. So a request you turned down, or one you never got to, costs you nothing.
Reservations from your own POS are billed
If Poster or Syrve is connected to HaiLa, reservations made on the terminal and carried across land at the API rate, 0.50 EUR plus VAT. Do not count them as reservations your team entered. If the invoice shows more API reservations than you had through the widget, that is where they come from.
The guest learns none of this. They never see the fee, never see which bucket their reservation fell into, and get no message about billing.
Read the invoice preview
#At the end of the month you want to know where the number comes from, not just what it is. The page breaks it down by venue and by channel.
- Open Billing.
- Five figures sit at the top: Month to date (net), VAT, Month to date (gross), Projected month and Last month.
- Below them, the Invoice preview table gives, per venue, the count of HaiLa bookings times their rate, the same for API bookings, then net, VAT and gross. The last row is the total.
- The Where bookings come from chart splits the month across three sources: HaiLa, API or widget, and staff-entered.
- Export CSV downloads the same figures, venue by venue, for the current month.
Lite has no billing. Open the dashboard on the web, under Billing, from any computer or even from the phone.
The Pro app has no billing. Open the dashboard on the web, under Billing.
Nothing you do on this page reaches the guest or changes any reservation. The page only reads.
- It is a preview, not a payment. Nothing is paid inside the portal and there is nowhere to enter a card.
- Projected month is simple arithmetic: what you have run up so far, divided by the days gone, times the days in the month. Early in the month it swings hard from one day to the next, so do not read it as a promise.
- If a star sits next to a venue name, some of its days come from older counters and the figure is an estimate. The note under the figures says the same thing.
- The Platform usage table, with API calls and emails, does not feed the amounts above. Those are consumption counters, not invoice lines, and at many venues they sit at zero.
- The downloaded file is called haila-invoice-preview, then the month, and it holds the current month only.
See the cost of each venue
#With two or three venues on one account, the month total does not tell you which of them costs what, or why.
- Open Billing and scroll down to Cost by venue.
- The table carries, per venue: Via HaiLa, Widget / API, Free, Net and Total inc. VAT. Venues are ordered from the most expensive down.
- Click a venue name to drop straight into its workspace, on Today.
- Under the table sit four account-wide figures: Billable bookings, Free bookings, Share that is free and Total this month.
- Under Month by month, See full history opens the last six months, each with its total including VAT.
Lite works with one venue and has no billing. Comparing venues happens in the dashboard, under Billing.
The Pro app has no billing. Open the dashboard on the web, under Billing, where every venue you can reach is listed.
The guest sees nothing. The table reads reservations that are already closed; it touches neither the reservations nor the venues.
- The Free column counts staff-entered reservations and walk-ins. They cost nothing, but they are counted.
- The note You are not charged for everything shows what those reservations would have come to at the HaiLa rate. It is a comparison, not a discount, and it enters no total.
- The table shows the current month. For past months you get the total only, under Month by month.
- A new venue sits at zero until the day of its first reservation has passed.
- Billing looks the same to an owner and to a booking administrator. It is not an owner-only page.
VAT
#The reservation rates, 1.00 EUR and 0.50 EUR, are quoted without VAT. On top of them comes 20%, the Moldovan rate.
The page keeps both figures apart: Month to date (net) is the amount before VAT, VAT is the tax itself, and Month to date (gross) is what gets invoiced. The preview table repeats the same split per venue, in the Net, VAT and Gross columns.
Gross is the figure that matters
When you set the amount against your own budget, read gross, not net. It is the only one that holds everything.
The rate is the same on every channel: the 1.00 EUR reservation and the 0.50 EUR one both take the same 20%. Free reservations stay free, so they carry no VAT either.
Question a line on your invoice
#A number that does not look like your month is settled quickly if you know what to check first and who to write to.
- Open Billing and find the venue in question, in Invoice preview or in Cost by venue.
- Compare the HaiLa and API counts against what the venue workspace shows under Reservations for the same month.
- Look at no-shows and at POS reservations first: those are the two usual reasons the count comes out higher than you expected.
- Click Export CSV, so you hold the figures in exactly the form we see them.
- Write to hello@haila.md with the venue, the month and the file attached. The address also sits in the left rail, under Support.
From Lite you have no figures to hand. Write to hello@haila.md anyway, with the venue and the month, and we will find the rest.
The Pro app has no billing either. Write to hello@haila.md, with the venue and the month.
None of this touches the guest. A billing question changes no reservation of theirs and sends them no message.
- The portal has no dispute button. The conversation happens over email; there is no other route.
- A day that has already closed does not recalculate itself. If you marked a no-show where a cancellation belonged, the figure is already written: write to us rather than trying to repair it from the app.
- The current month grows every morning as days pass. If you are comparing two screens, take them on the same day.