Refund Policy

1. In short

• Each property has its own subscription: a £59.00 one-off setup fee with its first payment, then £24.99 per month.
• Consumers (people subscribing for purposes outside their trade, business or profession) can cancel within 14 days and get money back, less a proportionate amount for the service already provided — see section 2.
• Business customers — for example hosts letting property as a business — don't have that 14-day right, but can cancel at any time so they aren't charged again — see section 3.
• We always refund charges made by mistake, such as duplicate payments — see section 4.
• Nothing in this policy affects your legal rights.

2. Consumers: your 14-day right to cancel

If you subscribe as a consumer, the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 give you the right to cancel each property's subscription within 14 days of the day you subscribe it, without giving a reason.

• At checkout you asked for the service to start straight away. So if you cancel within the 14 days, we may keep an amount in proportion to the service provided up to the time you tell us you're cancelling, and we'll refund the rest.
• We'll refund you within 14 days of hearing from you, to the payment method you used. There's no fee for the refund.
• To use this right, email support@guestsguide.co.uk before the 14 days end, with the property name and the date you subscribed. The model wording in our Subscription, Billing & Cancellation Policy may help, but you don't have to use it.
• Cancelling from the Billing page only stops future renewals. To ask for a refund under this right, please email us as well.

Consumers also have rights under the Consumer Rights Act 2015: the service must be provided with reasonable care and skill and as described. If it isn't, you can ask us to put it right or, if that isn't possible, for some or all of your money back.

3. Business customers

If you subscribe for your business, the statutory 14-day cancellation right doesn't apply. You can still cancel any property's subscription at any time from its Billing page; it ends at the end of the month you've paid for and you won't be charged again. We don't refund the rest of a month that has already started, except as described in section 4 or where the law requires it.

4. When we refund everyone

• Mistakes: if you're charged by mistake — for example twice for the same property — we refund the extra payment in full. Duplicate subscriptions for the same property are cancelled and refunded automatically.
• Service problems: if the service wasn't available for a significant time, or didn't work as described, tell us and we'll consider a full or partial refund fairly.
• If we close the service: we'll give at least 30 days' notice and refund any payment covering time after it closes.

5. When a refund isn't normally due

• Outside the cases above, we don't refund part-used months when you cancel. Your guide stays online until the end of the month you've paid for.
• If you delete a property or your account, its subscription ends straight away and the current month isn't refunded. This doesn't affect a consumer's 14-day right in section 2.
• The £59.00 setup fee is charged once per property. If it's refunded, it will be charged again if that property subscribes in future.

6. How to ask for a refund

• Email support@guestsguide.co.uk with the property name, the payment date and the amount. We'll reply as soon as we can.
• Approved refunds are made through our payment provider, Stripe, to the card or account you paid with. Banks usually take 5–10 working days to show them.
• If you think a payment is wrong, please contact us before disputing it with your bank — it's usually quicker. This doesn't limit your right to contact your bank.

See also our Terms and Conditions and Subscription, Billing & Cancellation Policy.