Trust charter

Designed for operators who need institutional reliability

Themes below come from common frustrations in the bookings market: opaque fees, weak support paths, channel brittleness, and disconnected day-of operations. First Wave Logic is built so those risks are surfaced, controlled, and operationally visible.

1. Human-reachable support. We publish a direct operator email when you set FWL_SUPPORT_EMAIL, plus a one-click support bundle (JSON, no secrets) from the dashboard so first contact includes context—not a blank ticket queue.
2. Two different “fees.” (1) Software: on native Stripe checkout, the guest’s authorized total can include a small platform service fee (per-site %)—it’s part of what they pay at capture, not a hidden invoice to the operator later, and there is no SaaS subscription layered on the client for that. (2) Splits: referral or agent bookings can use operator-configured splits—that’s product for their partners, not how we bill them. Where partners reconcile fixed cents per side (agent / fulfiller), that’s documented below.
3. You keep your web property. Commerce and content stay on your WordPress/Woo (or other channels) with ingest APIs and webhooks. We do not replace your owned site with a hostage page you cannot migrate.
4. Data portability by default. Site booking lists export to CSV for accounting, CRM, and contingency planning—no “you lose the firehose when you leave.”
5. Connector heartbeat on the dashboard. Inbound pings, booking API writes, and calendar pulls update last channel activity per site so “everything silently stopped” is visible before guests complain.
6. Operational continuity. Laravel exposes /up for shallow health checks; the app layout degrades gracefully if the Tailwind CDN is slow.
7. Stripe Connect, not a black-box wallet. Payout path uses standard Connect patterns you can reconcile in Stripe; application fees can carry the guest-paid platform slice; refunds are gated behind explicit config.