1. How Does Immortalize Use Stripe to Handle Payments?

 

Stripe is a secure, global payment processing platform used to handle online transactions. Immortalize uses Stripe Connect, which is Stripe’s solution for marketplaces and platforms.

 

On Immortalize, Stripe Connect is used to:

• Process customer payments

• Route payouts to providers’ connected Stripe accounts

• Handle refunds, disputes, and chargebacks

• Perform currency conversion where applicable

 

Stripe is PCI-DSS compliant and meets industry-leading security standards.

 

Resources:

• About Stripe: https://stripe.com/payments

• Stripe Security: https://stripe.com/docs/security

• Stripe Connect overview: https://stripe.com/connect

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2. Stripe Account Setup & Verification (Connected Accounts)

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To receive payments on Immortalize, providers must create or connect a Stripe Connected Account. This includes:

• Completing Stripe onboarding

• Providing identity and business verification information (KYC)

• Linking a valid bank account for payouts

 

Important notes:

• Payments and payouts may be restricted if Stripe onboarding is incomplete.

• Stripe may request additional verification at any time to comply with regulatory requirements.

• Immortalize does not control Stripe’s verification decisions.

 

For Stripe onboarding documentation, visit: https://stripe.com/docs/connect/onboarding

 

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3. How Do Payments Work on Immortalize?

 

When a customer makes a purchase:

1. Secure Checkout: The customer pays through Stripe’s encrypted checkout system.

2. Timing of Charge: Depending on the provider’s specific configuration for their offerings, payments are processed in one of two ways:

• Immediate Charge: The customer is charged immediately at checkout.

• Approval-Based Charge: The customer is only charged after the provider approves the booking or purchase.

4. Charge Creation: Once triggered (immediately or upon approval), Stripe processes the payment on behalf of Immortalize.
5. Platform Fee: Immortalize automatically applies its platform fee.
6. Provider Payout: The net amount is allocated to the provider’s connected Stripe account.

 

Note: If a transaction is cancelled before a charge is officially created, no payment is collected and no fees apply.

 

For Stripe Connect charges & application fees, visit: https://stripe.com/docs/connect/application-fees

 

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4. Understanding Fees for Providers

 

Fee Structure Overview:

 

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Example of a Stripe processing fee rate: 3.4% + $0.50 per successful charge

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Important Notes:

• Platform fees are percentage-based unless otherwise agreed.

• Stripe processing fees are determined solely by Stripe.

• For successful, non-refunded transactions, Immortalize absorbs Stripe processing fees as part of the platform fee.

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For Stripe pricing, visit: https://stripe.com/pricing

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(a) Why Is There An Immortalize Platform Fee?

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The Platform Fee (also referred to as a success fee) is charged to providers for using the Immortalize Elderhood Marketplace. It supports:

• Marketplace Access: Access to the Immortalize marketplace and customer base

• Provider Tools: Booking, scheduling, and transaction management tools

• Payments: Stripe Connect integration and payment orchestration

• Operations: Customer support, dispute handling, and platform operations

• Infrastructure: Ongoing platform development, security, and compliance

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The platform fee is applied only when a transaction is successfully charged.

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(b) Why Is There a Stripe Processing Fee?

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Stripe charges a processing fee for handling payments. This fee is set and collected by Stripe (not Immortalize) and covers:

• Card network fees: Costs associated with Visa, Mastercard, and other card networks.

• Security: Fraud detection and prevention measures.

• Processing: Payment authorization, settlement, and compliance.

• Data Protection: Secure handling of sensitive payment data.

 

Note: Stripe processing fees vary by country and payment method and are outside Immortalize’s control.

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5. Currency & Conversion

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If a customer pays in a currency different from the provider's Stripe account settlement currency:

• Stripe automatically performs the currency conversion.

• Exchange rates and any conversion fees are determined by Stripe.

 

Note: All currency conversion on Immortalize is handled by Stripe.

 

For Stripe currency documentation, visit:

• https://stripe.com/docs/currencies

• https://stripe.com/docs/payments/currency-conversion

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6. Provider Payouts

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Once a charge is successful:

• The net payout (transaction amount minus platform fee) is allocated to the provider's connected Stripe account.

• Funds are paid out to the provider’s bank according to Stripe’s payout schedule.

 

Typical payout timing ranges from 2–7 business days, depending on country and account status.

 

Example of a payout:

• Customer’s payment amount: $100

• Platform fee (15% of customer’s payment amount): $15

• Net payout to provider’s Stripe account: $85

 

For Stripe payout documentation, visit: https://stripe.com/docs/payouts

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7. Refunds & Cancellations

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When a client requests a refund, the process depends on the current status of the booking.

 

If a booking has already been marked as completed:

• Refunds can no longer be processed through the Immortalize dashboard

• Clients must contact the provider directly to request a refund.

 

If a booking is still active (not completed), the process depends on whether payment has been processed:

1. Payment is on hold (before a charge is created):

• The booking’s payment status is on hold

• The provider or the client can click the booking’s 'Cancel Booking' button in the Immortalize dashboard.

• Since no charge is created, no payment was processed, no refund is required.

2. Payment is succeeded (after a charge is created): 

• The booking’s payment status is succeeded

• The provider may issue a full refund by clicking the booking’s Cancel Booking button in the Immortalize dashboard.

  • Once a charged transaction is cancelled, the refund is automatically processed through Stripe

    • The customer is refunded 100% of the original payment.

    • The full refund amount is debited from the provider’s connected Stripe account.

    • Stripe processing fees are not refunded by Stripe.

    • Immortalize issues provider credits equal to the platform fee minus Stripe processing fees.

 

Example Calculation (Refund for a Processed Payment):

Original Transaction:

• Customer charge: $100

• Platform fee (15%): $15

• Stripe processing fee: $3.90

• Original payout to provider: $85

After refund:

• Amount refunded to customer: $100

• Amount debited from provider’s Stripe account: $100

• Immortalize credits issued: $11.10 ($15 – $3.90)

• Provider net cost: $3.90 (This amount is the Stripe Processing Fee ($3.90). This occurs because Stripe does not refund processing fees when a payment is reversed, and Immortalize has already paid this fee on your behalf during the initial sale.)

 

For Stripe refunds documentation, visit: https://stripe.com/docs/refunds

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8. What are Immortalize Credits?

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Immortalize Credits represent the recoverable portion of the platform fee that is returned to the provider when a client refund occurs. This portion is credited to the provider’s Immortalize Admin account.

 

Things to note about Credits:

• They are issued only in connection with refunded transactions processed via the Immortalize Elderhood Marketplace.

• They are non-transferable and cannot be used outside of the Immortalize platform.

• They are stored only in the provider’s Immortalize Admin account.

• They do not expire unless otherwise stated by Immortalize.

 

Credits Can Be Used For:

• Withdrawal to cash (subject to processing fees)

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9. How to Withdraw Immortalize Credits?

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Providers may withdraw accumulated Immortalize Credits to their designated bank account.

 

Withdrawal Fees:

• Withdrawals of $100 and above: No fee

• Withdrawals under $100: A Processing fee of $20 applies

 

To request a withdrawal: 

To initiate a withdrawal, submit a formal request to j@immortalize.io. This request must be sent from the email address registered to your Immortalize Provider Admin account and include the following details:

• Subject: Withdrawal Request – [Your Business/Provider Name]

• Account Admin Email: [ Your login email]

• Withdrawal Amount: [Total amount in credits you wish to withdraw]

• Payout Details: [Bank details]

 

Important Security Note:

For your protection, withdrawal requests will only be processed if they are sent from the email address registered to your Immortalize Provider Admin account.

 

Note: We are currently working on making this process more seamless and automated within your dashboard. Please look out for official updates regarding this improvement.

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10. Payment Disputes (Chargebacks)

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A dispute (or chargeback) occurs when a customer contests a transaction through their financial institution, such as a bank.

 

During a dispute:

• The disputed amount may be temporarily held or debited from the provider’s Stripe account pending resolution.

• Providers are responsible for submitting evidence to contest disputes.

• The resolution process may take several weeks or longer to conclude.

 

If a dispute is lost:

• A Stripe dispute fee is charged to the provider.

• The disputed amount is permanently debited from the provider’s Stripe account.

 

For Stripe’s disputes documentation, visit: https://stripe.com/docs/disputes

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11. Insufficient Balances & Negative Accounts

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If a refund, dispute, or chargeback occurs when the provider’s Stripe account balance is insufficient:

• The connected Stripe account may incur a negative balance.

• Stripe may debit the linked bank account to recover the outstanding amount.

• Payouts may be paused until the balance is resolved.

 

For Stripe balance documentation, visit: https://stripe.com/docs/balance

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12. Taxes, GST, and Regulatory Obligations

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Providers are responsible for:

• Determining applicable taxes (e.g. GST, VAT, sales tax)

• Issuing tax invoices or receipts as required by local laws

• Reporting and remitting taxes to the relevant authorities

 

Important Note:

Immortalize does not calculate, withhold, or remit provider taxes unless explicitly stated.

 

For Stripe tax overview, visit: https://stripe.com/tax

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13. Minimum and Maximum Transaction Limits

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Stripe enforces minimum and maximum transaction limits which vary depending on the currency used and the region.

 

For Stripe limits documentation, visit: https://stripe.com/docs/currencies#minimum-and-maximum-charge-amounts

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14. Provider Account Deactivation

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If a provider deactivates their Immortalize Provider account:

• All pending transactions, disputes, and credits must be settled first.

• Any outstanding balances may delay the final account closure.

 

Note: Your Stripe account remains active unless closed directly with Stripe.

 

For Stripe account management, visit: https://stripe.com/docs/account

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15. Policy Updates

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Immortalize may update platform fees, credit rules, or payment processes from time to time. Material changes will be communicated through official Immortalize channels. Continued use of the platform constitutes acceptance of updated terms.

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Provider Responsibility Checklist

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Providers are responsible for:

• Maintaining accurate service descriptions and pricing

• Monitoring Stripe balances to cover refunds or disputes

• Completing Stripe verification requirements

• Complying with local tax and consumer protection laws

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Support

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Immortalize platform support: Email: j@immortalize.io

Stripe account or banking issues: Stripe Help Center: https://support.stripe.com

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