Goose now offers a product to pass on credit card processing costs to your Pet Owners, with the exception of facilities in the states of Connecticut, Maine, and Massachusetts. This article outlines how the surcharging program works and is not legal advice. You are responsible for ensuring that payment processing is done in a compliant manner. We recommend consulting with legal and tax professionals if you have any questions.
How to Begin
Previously, card networks required advance notice before implementing a surcharge. While this requirement has recently been relaxed, it is still considered best practice to notify them ahead of time.
For example, Visa has historically suggested providing at least 30 days’ notice, and Mastercard and Discover offer their own notification forms. Since requirements may change, it’s best to check each network’s website for the most up-to-date guidance. You can find Visa’s latest guidance and other resources here.
Please also notify the Goose Support team in advance of your planned start date so we can ensure your pet owner surcharge rates are set up correctly.
In-Store Disclosure Requirements
Goose’s online pet owner booking experience will highlight that fees may apply at checkout. It is important that you also include physical signage within your facility, for customers to understand their payment options and associated costs. Visa provides sample signage to display in your facility if you choose to surcharge. Comparable options are readily available online for purchase.
Contract Overview
Goose facilities that choose to surcharge will move from a standard contract to a flat, fixed pricing model. Once enabled, a surcharge is applied when pet owners pay with a credit card, and your processing rates follow this flat, fixed structure.
The surcharge is calculated based on the subtotal and tip. If applicable, sales tax is applied to the surcharge amount. Please note that payment providers may calculate surcharge amounts slightly differently. In some cases—particularly for terminal payments—the surcharge may be based on the subtotal, tax, and tip. These calculations are determined by the payment processor (e.g., Adyen) and are outside of Goose’s control.
Debit cards, cash, wallets, and other non-credit payment methods remain no-cost options for your customers. When a debit card is used, standard processing rates apply. This pricing structure is designed to remain compliant in all U.S. states where surcharging is permitted.
Turning Surcharge Off
You can turn off surcharging at any time, by emailing support@goose.pet.
Transaction Types
Once enabled, surcharging will apply to all channels, online and in-person payments. This includes admin booking, online deposits, packages, and membership recurring payments. Surcharging cannot be waived for one-off transactions, as that would violate the network rules to treat all cards and brands equally. Customers that cancel reservations in the pet owner portal will receive a proportional refund less the surcharge amount. Employees can issue full refunds inclusive of the surcharge amount within the admin portal, at their discretion.
Multi-Location Accounts
Goose accounts with multiple locations will have to sign a surcharging agreement for each location, since the facilities can be in different jurisdictions.
Surcharging Acknowledgement
Credit card surcharging requirements may vary by state, regulatory and card network rules. Contact tax and legal professionals, or local treasury officials to determine if surcharging is permissible in your area. By enabling surcharging on Goose, you acknowledge and agree that it is your sole responsibility as an operator, to meet regulatory, tax, and card network requirements.
FAQs
How do automated refunds due to cancellations work?
If the pet owner cancels their visit they can get a full refund for the service, less the surcharge amount.
How do admin manual refunds work?
Employee user accounts can issue a 100% refund to the pet owner, inclusive of the surcharge amount at their discretion. It’s important to note that this capability is not meant to waive the surcharge on a case-by-case basis, as card network requirements call for treating all cards and brands equally.
Can I waive surcharge for preferred customers?
No, card networks state that all card holders must be treated equally.
How will I see the surcharge amount reflected in payout statements?
Surcharge is added to your balance account, and Goose’s commission taken from the balance. The settlement report only shows the surcharge and surcharge tax amounts if you look at the underlying data.
How is surcharge reflected in payout statements?
Surcharge is added to your balance account, and Goose’s commission taken from the balance. The settlement report only shows the surcharge amounts if you look at the underlying data.
How about existing membership recurring payments, will those be surcharged?
Once surcharging is enabled, existing memberships and their membership payments will be surcharge if the membership card the pet owner has on file is a credit card.
Members can omit surcharging fees by calling the front desk and changing their membership card to a debit card.
Can I control what the credit card fee is called globally?
Yes, you can work with your Goose team to customize how the fee is labeled. As a best practice, make sure the name clearly indicates that it applies to credit card payments.
How does it look if I send a stored credit card to the terminal?
Surcharge is clearly shown as a line item in Goose’s stored card on terminal payment feature.