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Peppol suddenly costs €25 per month – why were customers not informed directly?

  • August 3, 2026
  • 5 replies
  • 249 views
barb00sa
Community Catalyst
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This morning, I suddenly received a notification in Mews stating that continued use of the Peppol integration will cost €25 per property per month, effective from 1 August.

Am I missing something here?

After searching the Mews Community, I found a post dated 4 March 2026 mentioning the new Compliance Suite and the monthly fee of €25. However, this information was never clearly or directly communicated to us as an existing Belgian customer.

A post somewhere in the Community cannot reasonably be considered sufficient notification of an important contractual and financial change. Customers cannot be expected to continuously monitor every Community post to discover whether an existing and essential feature will suddenly become a paid add-on.

When we activated and started using the Peppol integration, it was never clearly communicated to us that it would later become chargeable. Instead, hotels were encouraged to connect their invoicing processes to Peppol, and only now—after the stated effective date—we are directly informed that we must pay an additional €25 per month to continue using it.

For Belgian hotels, Peppol is not simply an optional convenience; it is part of a legally required invoicing process. Charging separately for functionality that customers are legally obliged to use already raises questions. Introducing this fee after hotels have been connected, without clear and timely direct communication, makes it even more difficult to understand.

Could Mews please clarify:

  • Why was the Community post of 4 March 2026 not followed by a clear and direct communication to all affected Belgian customers?

  • When and through which direct communication channel were customers officially informed about this additional charge?

  • Why was this cost not clearly communicated when the Peppol integration was activated?

  • Why did we receive the notification only after the stated effective date of 1 August?

  • What exactly does the additional monthly fee of €25 cover?

  • Will existing customers be offered a transition period or exemption?

We already pay a substantial subscription fee for Mews. Continuously placing essential functionality behind additional paid add-ons makes it increasingly difficult for smaller independent hotels to predict and manage their actual software costs.

I would also be interested to hear whether other Belgian hotels received clear and timely advance notice of this change.

Gr Robin 

August 4, 2026

Hi everyone,

We want to address this transparently, because the transition to a paid model was communicated through a structured plan across several months.

Here is a full overview of every touchpoint:

  • 4 March 2026: Community post announcing the Compliance Suite and the €25/property/month fee for Belgian customers
  • 15 June 2026: Direct email sent to all Belgian customers with an active Peppol integration, covering the pricing change, effective date, and opt-out steps
  • 1 July 2026: In-app message in Mews for every property with Peppol enabled, with a direct link to the opt-out guide
  • 3 August 2026: Follow-up in-app reminder for all properties still running the integration

On the "why paid" question: Peppol launched in Belgium in December as a free rollout window, the same approach used in other markets before moving to the paid model. The €25/property/month covers the ongoing infrastructure, regulatory maintenance, and product development behind the Compliance Suite, which will also include Tax Automation and Tax Report from Q4 2026.

It is also worth knowing that managing Peppol through an external provider is always an option, though those providers carry their own costs, typically per document or monthly.

We hear the feedback on communication clarity and take it seriously. What would have worked better for you? An earlier in-product banner, a direct outreach from your CSM? As we roll this model out across other markets, input from this community genuinely shapes how we approach it.

Thank you

    5 Replies

    Emilie Getaway
    Forum|alt.badge.img

    Couldn't agree more.

     

    This was presented as free when it was introduced, so it's hard for us to simply accept it becoming a paid feature. On top of that, a pricing change should reach us through a formal notice, not a pop-up.

      K
      • Katia T
      • Navigator
      • August 4, 2026

      Agree - Certainly giving the teething problems we encountered the first months, where it felt as if we knew more about the possibilities / problems / limitations that the Mews support team. For this additional fee we should at least be able to reissue the file without having to make a credit note and new invoice to send a corrected peppol invoice.

      laure.giraudon
      Mews Employee

      Hi everyone,

      We want to address this transparently, because the transition to a paid model was communicated through a structured plan across several months.

      Here is a full overview of every touchpoint:

      • 4 March 2026: Community post announcing the Compliance Suite and the €25/property/month fee for Belgian customers
      • 15 June 2026: Direct email sent to all Belgian customers with an active Peppol integration, covering the pricing change, effective date, and opt-out steps
      • 1 July 2026: In-app message in Mews for every property with Peppol enabled, with a direct link to the opt-out guide
      • 3 August 2026: Follow-up in-app reminder for all properties still running the integration

      On the "why paid" question: Peppol launched in Belgium in December as a free rollout window, the same approach used in other markets before moving to the paid model. The €25/property/month covers the ongoing infrastructure, regulatory maintenance, and product development behind the Compliance Suite, which will also include Tax Automation and Tax Report from Q4 2026.

      It is also worth knowing that managing Peppol through an external provider is always an option, though those providers carry their own costs, typically per document or monthly.

      We hear the feedback on communication clarity and take it seriously. What would have worked better for you? An earlier in-product banner, a direct outreach from your CSM? As we roll this model out across other markets, input from this community genuinely shapes how we approach it.

      Thank you

        barb00sa
        Community Catalyst
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        • barb00sa
        • Author
        • Community Catalyst
        • August 6, 2026

        Dear ​@laure.giraudon  Thank you for providing the timeline and for acknowledging the feedback.

        The concern is not necessarily the number of communications, but whether the pricing change was made sufficiently prominent and required explicit confirmation. A new recurring charge should ideally not depend on customers noticing an announcement or completing an opt-out process.

        A clearer approach would have been a direct email to the property’s billing administrator, a prominent in-product notification requiring an explicit “accept” or “decline,” and written confirmation after opting out.

        There is also an important question about the pricing model itself: why should a small independent hotel that sends perhaps only two or three Peppol invoices per month pay the same €25 monthly fee as a large business hotel sending hundreds? A usage-based fee or tiered pricing model would seem considerably fairer and more proportionate, especially for smaller properties.

        Could you therefore please clarify:

        • Whether the €25 fee is activated automatically without explicit acceptance;

        • Why no distinction is made according to invoice volume or property size;

        • Whether Mews would consider a lower tier for low-volume users.

        Transparency is appreciated, but silence should not be treated as consent—and two invoices should not cost the same to process as two hundred.

        Ruben Rebato
        Mews Employee
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        • Ruben RebatoMews Employee
        • Mews Employee
        • August 10, 2026

        Dear ​@barb00sa ,

        Thank you for sharing this feedback. We understand the concern, particularly for smaller properties.

        Regarding the communication and opt-out process, the email sent on 15 June explained that the €25 fee would apply from 1 August to properties continuing to use Peppol. Customers who did not wish to continue could opt out through the Mews Marketplace before that date. The subsequent in-app messages on 1 July and 3 August explained how to access the Terms and Conditions in the Marketplace, as well as the opt-out guidance.

        Regarding invoice volume and property size, the fee is based on the property rather than the number of invoices because it covers a fully managed and compliant Peppol service. This gives smaller properties the same service and compliance infrastructure as larger properties, with a predictable monthly cost.  As ​@laure.giraudon  mentioned, the same fee will also include Tax Automation and Tax Report as part of the broader Compliance Suite, planned for Q4 2026, with no additional monthly charge. These features will support automated tax updates and audit-ready reports.

        Regarding a lower tier, there is currently no separate pricing level for low-volume properties. We understand the request and will keep this feedback in mind as the model develops.

        Thank you again for sharing your perspective—it is important to us and helps shape how we continue to improve the Compliance Suite.

        Kind regards,

        Ruben

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