Understanding Stripe fees
Every card payment processed through the Glovora patient app goes through your clinic's Stripe Express account. Stripe deducts its processing fee before the funds reach you. This article explains what those fees are, how they are applied, how to calculate your net payout, and what Glovora charges (if anything) on top.
Does Glovora add a service fee at checkout?
No. Glovora does not add any service fee, transaction fee, or processing surcharge to the amount a patient pays at checkout. There is no toggle or setting in the CRM to pass Stripe fees through to the patient.
The amount charged to a patient's card is exactly the cart total — the sum of the products and treatments they have selected, after any membership discounts, offer redemptions, or loyalty reward reductions have been applied. Stripe's processing fee is deducted from the amount you receive, not added to the amount the patient pays.
This means your clinic absorbs the full cost of Stripe's processing fee on every transaction.
If you want to factor Stripe fees into your pricing, the simplest approach is to build them into your product and treatment prices when setting them up in the CRM. For example, if you charge £100 for a treatment and want to net £100 after Stripe's fee, price the treatment at approximately £101.73 for UK card payments (which accounts for the 1.5% + 20p standard rate).
Stripe's standard fees for UK businesses
The fees below are Stripe's published standard rates for UK businesses using a Stripe Express account as of the time of writing. Your actual rate may differ if Stripe has offered your account a custom or negotiated rate — check your Stripe Express Dashboard under Settings for the fees that apply to your specific account.
Card payments
| Card type | Fee per transaction |
|---|---|
| UK and European Economic Area (EEA) cards | 1.5% + 20p |
| Non-EEA cards (US, Canada, Australia, etc.) | 2.9% + 20p |
The vast majority of payments through Glovora will be from patients using UK debit or credit cards, so the 1.5% + 20p rate applies in almost all cases.
If a patient pays with a card issued outside the EEA — for example, a US Amex card or an international Mastercard — Stripe applies the higher 2.9% + 20p rate. You will not know in advance which rate applies to a given transaction; Stripe determines this based on the card's country of issue at the time of payment.
Dispute (chargeback) fees
If a patient disputes a charge and Stripe opens a dispute, Stripe charges a £15 dispute fee. This fee is returned to you if you win the dispute. If you lose, the £15 fee is retained by Stripe in addition to the refund of the original transaction amount.
Refund fees
When you issue a full or partial refund through the Glovora CRM, Stripe returns the transaction amount to the patient but does not refund the original processing fee. The 1.5% + 20p (or applicable rate) you paid on the original transaction is not recoverable.
Klarna fees
Klarna is available as a payment option in the Glovora patient app alongside card payments, provided Klarna is enabled on your Stripe account (check the Payment Settings card on the Payouts page in the CRM).
Stripe's standard merchant fee for Klarna payments in the UK is:
4.99% + £0.35 per transaction
This rate is significantly higher than the standard card rate. Klarna's higher cost reflects the additional risk Stripe and Klarna take on by extending credit to the patient.
Klarna payments cost more than three times as much per transaction as a standard UK card payment. On a £100 treatment, a card payment costs £1.70 in fees (1.5% + 20p), while a Klarna payment costs £5.34 (4.99% + £0.35). If cost management is a priority, you may want to verify whether Klarna is genuinely driving additional revenue for your clinic before keeping it active.
Calculating what you receive per transaction
To calculate your net payout for a given transaction:
Net payout = Charged amount − Stripe fee