Subscription, Cancellation & Refund Policy

1. What you pay

• £39.99 per property, per month. Each property you subscribe has its own subscription.
• £99.00 one-off setup fee per property, charged with that property's first payment. It isn't charged again for the same property — not when the subscription renews, not when you update your card, and not if you cancel and later resubscribe (unless the setup fee was refunded).
• The first payment for a new property is £138.99. After that, it's £39.99 a month. For example, two properties cost £198.00 in setup fees and £79.98 a month.
• The prices shown are the full amount you pay — no VAT or other tax is added at checkout. All charges are in pounds sterling (GBP).

2. Each property's subscription

Each property's Billing page shows its status — for example Active, Cancels soon, Payment problem or Not subscribed — with its next payment date and whether its setup fee has been paid. The Billing overview in your dashboard lists every property, how many are subscribed and your monthly total. Adding or cancelling one property never changes the others.

3. When payments are taken

• The first payment is taken when you complete checkout for that property, and its guide can be published straight away.
• The subscription then renews automatically every month on the same date as the first payment (or the last day of the month, in shorter months), until you cancel.
• If your bank asks you to approve a renewal, the Billing page will tell you and give you a button to approve it.

4. Invoices, payment history and your card

• Each property's Billing page lists its payments, with a link to view or download each invoice.
• Payment method & invoices on the Billing page opens Stripe's secure customer portal, where you can update your card, change your billing email and see all your invoices.
• Stripe also emails you a receipt for each payment.

5. If a payment fails

• The property's Billing page shows that there's a problem, the reason given by the bank, and a button to pay or update your card.
• Our payment provider will automatically try the payment again over the following days. While it's retrying, your guide stays online.
• If the payment still can't be collected, the subscription stops and the guide is hidden from guests until you pay or resubscribe. Nothing is deleted — your property details and photos stay in your account.

6. How to cancel

• Go to Billing, choose the property, and select Cancel subscription. You'll be asked to confirm. You can also cancel from Stripe's customer portal.
• Cancellation takes effect at the end of the month you've already paid for. You won't be charged again, and the guide stays online until that date. Until then you can change your mind with Keep my subscription.
• If you delete a property or your whole account, its subscription ends immediately and its guide is removed. This doesn't affect your 14-day cancellation right below.

7. Your 14-day right to cancel (consumers)

If you're subscribing as a consumer — not for your business — 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.

• To cancel, tell us clearly before the 14 days end — for example by emailing support@guestsguide.co.uk with the property name and the date you subscribed. You can use the model wording below, but you don't have to.
• 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 told us. We'll refund the rest within 14 days of hearing from you, to the payment method you used.
• Cancelling through the Billing page only stops future renewals; to use your 14-day right and ask for a refund, please email us.

Model cancellation wording: "To GuestsGuide, support@guestsguide.co.uk: I hereby give notice that I cancel my contract for the GuestsGuide subscription for the following property: [property name], subscribed on [date]. Name: [your name]. Account email: [your email]. Date: [today's date]."

If you subscribe for business purposes, this statutory 14-day right doesn't apply, but you can still cancel at any time as above.

8. Refunds

• Outside the 14-day period, we don't automatically refund part-used months when you cancel.
• We will refund you if we've charged you by mistake (for example a duplicate payment), and we'll consider any other request fairly — for example if the service wasn't available for a significant time.
• If you're a consumer, your rights under the Consumer Rights Act 2015 also apply: if the service isn't provided with reasonable care and skill, you can ask us to put it right or, if we can't, for some money back.
• To ask for a refund, email support@guestsguide.co.uk with the property name and the payment date. We aim to reply within one working day. Approved refunds go back to the original payment method; your bank may take a few days to show them.
• If a property's setup fee is refunded, it's charged again if that property subscribes in future.

9. What happens to your guide afterwards

• When a subscription ends, the property's guest link and QR code stop showing the guide — guests see a "guide not available" page with none of your details.
• Your property details, photos and guide stay in your account as a private draft, so you can resubscribe at any time without rebuilding it and without a new setup fee.
• If you delete a property or your account, its details, photos and guide are permanently removed.

See our Terms and Conditions for the full agreement, and contact us at support@guestsguide.co.uk with any questions.