1. Purpose

This Standard Operating Procedure (SOP) explains how event organisers can request their event payouts from MYHitch Pass and understand the review and payment process.

2. Who This Is For

All MYHitch Pass Event Organisers who have:

• Created events on the platform
• Completed Stripe onboarding
• Sold tickets through MYHitch Pass

3. Before You Start (Important Requirements)

Before requesting a payment, ensure that:

• ✅ You have completed Stripe onboarding
• ✅ Your bank account is connected via Stripe
• ✅ Your event ticket sales are completed or ready for payout

If Stripe is not connected, payment requests cannot be processed.

4. Payment Request Process

Step 1 — Log In

1. Go to https://myhitchpass.com.au
2. Click Log In
3. Enter your organiser login details
4. Access your Organiser Dashboard

Step 2 — Request Payment

1. In your Organiser Dashboard, locate the “Request Payment” button
2. Click Request Payment

Once submitted:

• Your request is recorded in our system
• No further action is required from you at this stage

Step 3 — Confirmation Email (Immediate)

After clicking Request Payment, you will receive an email confirming:

• ✅ Your payment request was received
• ⏳ Our team will review it within 2 business days
• 📌 A unique Request Reference Number

If you do not see the email, please check your Spam/Junk folder.

5. Internal Review & Processing (MYHitch Pass Team)

During the review period, our team will:

• Verify ticket sales and event details
• Calculate:
  • Ticket revenue
  • Platform fees (e.g. Flex plan fees)
  • Net payout amount
• Confirm Stripe account eligibility

⏱ Standard review time: up to 2 business days

6. Stripe Charges & Payout Timing

Understanding Stripe Processing Fees

All ticket payments on MYHitch Pass are processed securely via Stripe. Stripe automatically deducts its payment processing fees from each ticket sale before funds become available for payout.

Typical Stripe fees (Australia) include:

• A percentage-based card processing fee
• A small fixed fee per transaction

These fees are charged by Stripe and are not controlled by MYHitch Pass.

How Stripe Charges Affect Your Payout

When a ticket is sold:

1. The customer pays the ticket price
2. Stripe deducts its processing fees
3. The remaining amount becomes your net ticket revenue
4. Platform fees (if applicable, e.g. Flex plan) are deducted
5. The final amount is paid out to you

Your payout amount is based on the net amount after Stripe fees, not the gross ticket price.

Stripe Payment Settlement Timeline

Stripe does not release funds immediately after a ticket is sold. For Australian card payments, funds usually take ~2 business days to become available. Pending funds cannot be transferred or paid out.

Weekends and public holidays are not counted as business days.

Payout Timing to Your Bank Account

Once your payout is approved and processed:

• Funds are transferred to your connected Stripe account
• Stripe automatically sends the payout to your bank
• Most payouts arrive within 1–3 business days

For new Stripe accounts, the first payout may take slightly longer.

Important Notes

• Stripe processing fees are deducted before payouts are calculated
• Pending payments cannot be paid out
• Refunds or chargebacks may affect payout amounts
• Changes to your bank details may delay payouts

Summary: What to Expect

6. Payout Summary Email

After review, you will receive a Payout Update Email containing:

• ✔️ Payment status (Approved & Paid / Processing / Rejected)
• 💰 Total payout amount (AUD)
• 📅 Sales period covered
• 🧾 Platform fees deducted
• 🔗 Payment or transfer reference

This email serves as your official payout record.

7. Receiving Your Funds

• Payments are sent to your connected Stripe bank account
• Processing times depend on Stripe and your bank
• Most payouts appear within 1–3 business days

8. Important Notes

• Only one payment request can be submitted within a 24-hour period
• Requests submitted without Stripe connected cannot be processed
• Refunds or disputes may affect payout amounts
• Contact support if details in the payout summary appear incorrect

9. Need Help?

If you have questions about your payout amount, Stripe connection, or payment timing, please contact us at:

📧 support@myhitchpass.com.au

10. Last Updated

January 2026