The fees
If you are an appointment business. The recovery fee is 5% of measured recovery, charged monthly in arrears on visits attended in that month. Where you adopt our booking layer, a rail fee of 2% applies to the value of bookings processed through it.
Those two fees sit on different bases. The recovery fee is charged on measured recovery. The rail fee is charged on the gross value of bookings on our rail, which is usually a larger number because it includes bookings that produced no measured lift.
If you are a restaurant. A single recovery fee of 7% of measured recovery, charged monthly in arrears on covers attended in that month. It covers promotions, discounting and the reservation layer together. There is no second fee and no separate charge for reservations.
Both. No licence fee. No set-up, on-boarding or integration charge of any kind — we do not bill for mapping an export, connecting a system, or any development work on our side. No charge for message delivery: we bear the cost of sending, including WhatsApp Business Platform charges, SMS and push notifications. No minimum commitment. The audit is free and is provided before any commercial commitment.
Except for the rail fee where an appointment business adopts the booking layer, we do not charge on gross bookings or covers, on messages sent, on push notifications, on audience size, on locations, on seats, on tables, or on the number of customer records you hold.
Your order form records which model applies to you. If you run both an appointment business and a restaurant, each location is treated under the model for its own vertical.
No measured lift, no fee
If a campaign produces measured recovery of zero or less, the recovery fee for that campaign is zero.
A negative result is not carried forward, is not set off against another campaign, and does not create a debt or a credit in either direction.
If every campaign in a month produces no measured lift, we send you a statement showing the measurement and an invoice for nil, or no invoice at all.
The hold-out group is what makes this possible and verifiable. A campaign that reaches customers who were going to book anyway produces bookings but no lift — and therefore no fee. That is the difference between billing for the send and billing for the difference.
You collect the money, we invoice you separately
You are the merchant of record for every transaction with your customers, and you collect payment through your own arrangements — at booking, by deposit or hold, on capture after the appointment, by invoice, or in person.
Offpeek does not hold, receive, transmit, pool or take custody of customer funds at any time. We are not a payment service provider, payment facilitator, money transmitter, collection agent or merchant of record, and we do not act as agent for the receipt of payment.
We are paid by you, by separate invoice. We do not deduct our fee from customer payments, do not net it against settlement, and do not require you to route funds through any particular provider.
We do not operate reserves, rolling holds, negative-balance recovery or offsets against customer settlement, because we never hold the money in the first place.
You are responsible for calculating, collecting, reporting and paying all taxes on your supplies to your customers. We do not give tax advice.
How measured recovery is calculated
This is the method. It is the same for every campaign and every merchant, and it is what your statement shows.
Every campaign has a hold-out group — a randomly selected share of the audience that we deliberately do not contact, so we can see what would have happened anyway. It is never smaller than 20% of the eligible audience. Members are assigned randomly, and the assignment is recorded before any message goes out. We keep that record for seven years.
We measure attended visits, not bookings. A booking that is made and then not kept produces no measured recovery and no fee.
We measure at audience level, not per person. We do not claim that any particular customer came because of a message; we measure the difference between two randomly assigned groups.
Bookings made through any channel during the attribution window count — telephone, walk-in, or directly on your own site. We do not require a tracked link and do not claim only the bookings we can see. The attribution window is fourteen days unless your statement says otherwise.
The calculation runs in five steps. First, the hold-out attendance rate: attended visits in the hold-out group divided by the size of that group. Second, counterfactual visits: that rate multiplied by the size of the treated group. Third, incremental attended visits: attended visits in the treated group minus those counterfactual visits. Fourth, measured recovery: incremental attended visits multiplied by the average attended value in the treated group. Fifth, the recovery fee: 5% of that.
A worked example. A reactivation campaign to 1,000 lapsed customers, with 800 treated and 200 held out. In the treated group, 96 people attend. In the hold-out group, 18 attend — a rate of 9%. Applying that 9% to the 800 treated customers gives 72 visits that would have happened anyway. So the incremental figure is 96 minus 72, which is 24. At an average attended value of AED 420, measured recovery is AED 10,080, and the fee is AED 504.
A broadcast tool would have reported 96 recovered bookings and billed AED 2,016. We bill on 24, because the other 72 were coming anyway. The hold-out group is how we know.
Average attended value is calculated on the treated group and is net of any discount applied through the service, so you are never charged a fee on a discount you gave. We round in your favour.
What is excluded
A customer who already had a booking inside the attribution window is excluded from the audience — that visit was already secured. So is anyone who has opted out or is on a suppression list, any record identified as a minor where the campaign carries a promotional element, and anyone for whom you do not hold evidenced, valid consent.
A booking that is made but not attended is excluded from measured recovery. So is one made outside the attribution window. A booking that is refunded, reversed or charged back is removed, and any fee already invoiced on it is credited.
The value of any discount applied through the service is deducted before measured recovery is calculated, and so are taxes, service charges and gratuities.
If a hold-out group is contacted in breach of the campaign rules, the whole campaign is excluded from billing. If a campaign ran without a hold-out group, no recovery fee is charged. And bookings by members of the hold-out group are never billed — they are the baseline, not revenue we claim.
Worked examples
An appointment business, on our booking layer. A single location taking AED 250,000 a year. On a modelled recoverable share of 19.58%, that is AED 48,950 of measured incremental revenue. The recovery fee at 5% is AED 2,447, the rail fee at 2% is AED 979, so the total is AED 3,426 — about 1.4% of the location's annual revenue. The business keeps AED 45,524, or 93% of what was recovered.
A restaurant, at the flat 7%. A restaurant taking AED 3,000,000 a year. If the measured uplift is 5%, that is AED 150,000 of new revenue and a fee of AED 10,500, leaving AED 139,500. At 10%, AED 300,000 of new revenue, a fee of AED 21,000, leaving AED 279,000. At 15%, AED 450,000 of new revenue, a fee of AED 31,500, leaving AED 418,500.
Whichever column you land in you keep 93 dirhams of every 100 we generate, and nothing is charged on the covers you were already taking.
These figures are modelled, not measured. The 19.58% recoverable share and its components are our own achievable-test assumptions, and the uplift columns are arithmetic applied to assumed percentages. Neither is a promise or a forecast of what you will achieve. What you are actually charged is determined solely by the measurement described in section 4.
Recovery targets are not guarantees
We publish modelled leakage and recovery figures in our materials — a baseline leak of 27.7% never-booked capacity, 9.1% no-shows and 15% late cancellations, with recovery assumptions of 50%, 30% and 20% of each, producing a modelled recoverable share of 19.58% of a location's annual revenue.
Those are modelled estimates and internal targets. They are not a promise, a warranty or a forecast of what you will achieve. What you are actually charged is determined only by the measurement described above.
The free leak audit is generated from your own export using modelled assumptions. It is an estimate of opportunity, not a measurement of result.
Your statement, and how to check it
We issue a statement and an invoice within ten working days of the end of each month, covering visits attended in that month.
For each campaign, it shows the campaign type and dates, the attribution window, the size of the eligible audience and of the treated and held-out groups, the attendance rate observed in each, the counterfactual visits, the incremental visits and the average attended value, the exclusions applied by category and count, the measured recovery and the recovery fee, the rail fee and its base, and any credit applied.
On request, we will give you the underlying random assignment record for any campaign, so you can verify the hold-out group was assigned before anything was sent.
Invoicing, payment and VAT
Invoices are payable within fourteen days of the invoice date, by bank transfer or direct debit.
All fees are exclusive of VAT, which is added at the prevailing rate, currently 5%.
We issue invoices in the format and through the channel required by the UAE electronic invoicing regime as it applies to us, and you will give us the identifiers and service provider details we reasonably need to do that.
We may charge interest on overdue undisputed amounts at 1% per month from the due date. Where an undisputed invoice is unpaid thirty days after the due date, we may suspend campaigns and access on seven days' written notice until it is paid. Suspension does not end the agreement or relieve you of what you already owe.
Reversals, refunds and chargebacks
If a visit counted in a statement is later refunded, reversed, charged back, or you record that it did not happen, it comes out of measured recovery.
Where a fee has already been invoiced on it, we credit that fee against your next invoice, or refund it within thirty days if no further invoice is due. Tell us about reversals within the following billing cycle; we will still apply a later one where we are satisfied the transaction was genuinely reversed.
We do not issue refunds or credits to your customers, and have no authority to do so. Customer refunds are between you and your customer.
Double bookings. Where a double booking occurs, we waive our recovery fee and rail fee on the affected booking and on any replacement booking. Where the double booking was caused by a fault on our side, we also reimburse your evidenced direct costs — including a refund you have issued — within the cap set out in our Terms of Service, by credit against your next invoice.
Disputing a statement
You can dispute a statement in writing to billing@offpeek.ae within ten working days of the statement date, saying which campaign and line items you dispute and why.
We will give you the underlying measurement records within five working days — the group sizes, the random assignment record, the observed rates, the attribution window, the exclusions and the arithmetic.
Where the dispute shows an obvious error — an arithmetic mistake, a mis-assigned group, an exclusion wrongly applied or missed, or a data-quality defect in the export — we re-issue the statement and credit or invoice the difference. Otherwise the original statement stands.
Undisputed amounts stay payable on the original due date. Disputed amounts are payable within seven days of resolution. A statement not disputed within ten working days is treated as accepted, unless there is an obvious error or fraud.
Changing the fees
We can change these fees on at least thirty days' written notice, by email to your account contact and by posting an updated version of this page.
A change never applies to a campaign already running. If you do not accept it, you can close your account before it takes effect, at no charge, and the existing fees apply throughout your notice period.
Where a signed order form fixes your fees for a stated period, this does not apply during that period.
The Offpeek booking layer
The booking layer is offered to businesses that have no booking system of their own. If you are an appointment business, the rail fee is the charge for it. If you are a restaurant, the reservation layer is included in your 7% and is not charged separately. In neither case do we pass through the cost of running it. Sitting on top of your existing booking system is the default — adopting ours is optional and is never a condition of the recovery fee.
The booking layer takes bookings, not payments. Deposits, holds and cards on file are taken through your own payment provider. We do not collect, hold or process them.
You remain the provider, the merchant of record and the counterparty to your customer for every booking taken through it.
Records and audit
We keep the measurement records behind each statement for seven years.
You, or an independent auditor you appoint who is not a competitor of ours and is bound by confidentiality, may inspect the measurement records for any statement issued in the previous twelve months. Give us thirty days' notice, once in any twelve-month period, during business hours, at your cost.
Where an inspection shows an overcharge of more than 5% of the fees for the period inspected, we bear the reasonable cost of the inspection and credit the overcharge.
Inspection does not extend to our model weights, source code, or any other merchant's data.
Billing questions: billing@offpeek.ae