Guest It Welcome terms

1. About these terms

These terms are the agreement between you and Guest It LTD ("we", "us", "our") for Guest It Welcome ("Welcome"). "You" means the person who signs up, or the business they sign up for.

The agreement is made up of these terms, Schedule 1 (our data processing terms for your guests' personal data) and Schedule 2 (which applies only if you buy a plaque). If they ever conflict, the schedules win on the subjects they cover. Our Privacy Policy explains what we do with your own personal data, our guest privacy notice explains Welcome to your guests, and our Cookie Policy lists the cookies we use. Our general Terms of Service are for our venue products and don't apply to Welcome.

You accept these terms by ticking the box when you sign up. We keep a record of the version you accepted, when, and the IP address and browser you used, so that we can both show what was agreed. The version and date are at the top of this page. When you sign up we also email you a confirmation with the key terms and a link to this page. You can save or print this page at any time.

2. What Welcome is, and what it isn't

Welcome lets you build a digital guest guide for each property you let (wifi, arrival, house rules, appliances, local tips, safety information and checkout) and share it with your guests by a link and a printable QR code, or as a PDF. Two optional add-ons let guests send you private feedback (Feedback) and ask an AI assistant questions that it answers from your guide (Concierge). You can also see an occupancy calendar and an earnings view, built from the calendar link and the earnings exports you choose to give us.

Welcome is not a booking system, a channel manager, a way to take payments from guests, or a safety or compliance service. We don't connect to your accounts on Airbnb, Vrbo, Booking.com or any other platform, and we never ask for your login to them. Airbnb, Vrbo and Booking.com are trademarks of their owners. Guest It isn't affiliated with or endorsed by them.

3. Who can use Welcome

• You must be 18 or over.
• Businesses and private individuals can both sign up. If you sign up for a business, you confirm you're allowed to agree to these terms for it.
• If you're a consumer, meaning an individual using Welcome wholly or mainly outside your trade, business, craft or profession, the consumer rights in these terms apply to you, and nothing in these terms takes away a right the law gives you.
• Give us accurate details and keep them up to date. Keep your password to yourself, and tell us straight away at support@guestit.co.uk if you think someone else has used your account. You're responsible for anyone you let use your account.
• We email you about your account, your billing and your guides. These are service emails, not marketing, so they keep coming while you have an account.

4. Free trial

• Welcome starts with a 14-day free trial of the plan and add-ons you choose. Nothing is charged during the trial.
• We ask for a payment card when you sign up. You can cancel at any time during the trial from the Billing page and you won't pay anything.
• If you don't cancel, your subscription starts automatically when the trial ends, and we take the first monthly payment that day at the prices in clause 5.
• We email you 7 days before your trial ends with the date and amount of your first payment and a link to cancel.
• If there's no card on your account when the trial ends, your subscription is paused (clause 7) until you add one.
• The free trial is for new hosts, one per person or business. If your subscription ends and you start Welcome again, there's no second free trial: billing starts straight away.

5. Prices

• These are our current prices. The plan covers 2 properties, and each extra property is £5 a month. What you pay is shown on your Billing page.
• Our prices are final: the amount shown is the amount you pay, with nothing added on top.
• If we change a price you pay, for any reason, we'll email you at least 30 days before the change takes effect. If you don't want to pay the new price, cancel before it takes effect and you won't be charged it.

6. Billing and changes to your plan

• Welcome is billed monthly in advance, from the day your trial ends, by card through our payment provider, Stripe. We never see or store your full card number.
• Your subscription renews automatically each month until you cancel. We email you a receipt for each payment, and your invoices are listed on your Billing page.
• Adding an add-on or an extra property takes effect straight away. During your trial it costs nothing until the trial ends. After that, you pay a proportionate amount for the rest of the current month on your next bill, then the full monthly price. If adding a property takes you past the properties your plan covers, we ask you to confirm the extra property and its price first.
• Removing an add-on or an extra property also takes effect straight away: a removed add-on stops working, and we credit the unused part of the month against your next bill. You can remove an extra property only when your plan covers more properties than you have.
• If there's credit left on your account when your subscription ends, we refund it to you if you ask.

7. If a payment fails

• If a monthly payment fails, Stripe tries again over the following days and we email you. While it retries, everything keeps working, and your dashboard reminds you to update your card.
• If the payment still hasn't gone through after the last retry, your subscription is paused. It isn't cancelled. The same happens if your trial ends with no card on your account.
• While your subscription is paused, your dashboard opens only Billing and your account settings, the Concierge and Feedback add-ons stop working for your guests, and your guest guides keep working for at least 30 days. After that, guests see a page saying the guide isn't available.
• To switch everything back on, add a working card on the Billing page and pay the amount shown there; everything comes back as you left it. If your subscription was paused at the end of your trial, we take your first monthly payment when you add the card and bill you monthly from that day.
• We don't charge you for whole months that pass while your subscription is paused. If you'd rather stop, cancel from the Billing page (clause 8).

8. Cancelling

• You can cancel at any time from the Billing page. You don't need to contact us.
• Cancelling takes effect at the end of the month you've already paid for, or at the end of your trial if you cancel during it. Until then everything keeps working, and you can change your mind on the Billing page.
• We email you to confirm the cancellation and the date it takes effect.
• We don't refund part-months when you cancel, except in your cooling-off period if you're a consumer (clause 10), for unused credit (clause 6), if we end Welcome or your subscription for a reason that isn't your fault (clauses 15 and 16), or where the law says we must.

9. When your subscription ends

• Your guest guides keep working for 30 days after your subscription ends. After that, anyone who opens your link, scans your QR code or uses your plaque (if you have one) sees a page saying the guide isn't available.
• We keep your account, properties, guides, feedback and other data for 12 months after your subscription ends, so you can start again where you left off (with no second free trial). After 12 months we delete them, apart from records the law requires us to keep, such as invoices and payment records.
• If you'd like them deleted sooner, email support@guestit.co.uk from your account's email address and we'll delete your account and its data within one month.
• Before you go, download a PDF of each guide from your dashboard, and ask us if you'd like a copy of your guests' feedback.
• If your subscription stays paused for 12 months, we may end it, and the 12 months in this clause then start.

10. Consumers: your right to cancel

This clause applies if you're a consumer (clause 3).

• The law gives you 14 days from the day you sign up to change your mind. Your free trial covers that time, and as nothing is charged during the trial, you can cancel during it without paying anything.
• We go further: you can also cancel within 14 days after your first payment and get a full refund of that payment. Email support@guestit.co.uk, or write to us, saying you want to cancel. You can use the form below, but you don't have to.
• We'll end your subscription and refund the payment to the card you paid with within 14 days of hearing from you. You won't have to pay for the time you used.
• These rights are on top of your other rights as a consumer, including those under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 and the Consumer Rights Act 2015.

11. Your guides and your responsibilities

• Everything you put into Welcome (text, photos, house manuals, contact details) stays yours. You give us permission to store it, copy it, format it, show it to anyone you share your guide with, include it in PDFs and in the emails we send for you, and send it to our AI provider when you use the AI features, only as far as we need to run Welcome for you. The permission ends when the content is deleted, apart from backup copies, which are overwritten over time.
• You're responsible for what your guides say and for keeping them accurate and up to date, especially safety information (fire safety, gas, electricity and emergency contacts) and any registration or licence number your area requires you to show.
• Anyone with the link or the QR code can read your guide, so treat it like a printed folder left in the property: don't put anything in it you wouldn't leave for every guest, and change door and key-safe codes between stays.
• Only upload photos and text you have the right to use.
• You're responsible for your property, your bookings and your relationship with your guests, and for following the laws that apply to your letting, including consumer, equality and data protection law.
• A guest's contact details (for example, those left with feedback or a message) may be used only to reply to them about their stay. Don't add them to a mailing list or use them for marketing unless the guest has separately agreed.
• The review links you add are shown to every guest after they leave feedback, whatever their rating. Don't ask only happy guests for reviews, and don't offer anything in return for one.

12. Acceptable use

You must not use Welcome to:

• publish anything unlawful, defamatory, discriminatory, hateful, sexually explicit or harmful, or that infringes anyone's rights;
• mislead guests or anyone else, or pretend to be someone you're not;
• ask guests for card details or passwords, or link to phishing, malware or payment pages that aren't genuinely yours;
• send spam or unwanted messages, including through the guest message form;
• get into accounts or systems that aren't yours, test or overload Welcome's security, or get round its limits;
• copy, resell or reverse engineer Welcome, except where the law allows; or
• use the Concierge for anything other than helping your guests with their stay.

13. Reporting a guide

Anyone can tell us about a guide they think is unlawful, harmful or misleading, or that breaks these terms, by emailing support@guestit.co.uk with the guide's link and what's wrong. We look at every report. If a guide breaks the law or these terms, we may remove content, take the guide offline or suspend the account, and we'll tell the host why unless the law or someone's safety stops us.

14. AI features

• Building a guide from your house manual. When you upload a manual, we read the text from it and send it to our AI provider to draft your sections. We don't keep the file. Codes and numbers in the draft are checked against your manual, and anything that doesn't match is flagged for you. Nothing changes in your guide until you've reviewed the draft and applied it.
• Polishing a section. When you ask the AI to rewrite a section, its text goes to our AI provider and comes back as a suggestion you can accept or ignore.
• The Concierge. If you have the Concierge add-on, guests can ask questions on your guide. The answers are written by AI from your published guide and the notes you give it, and guests are told they're talking to an AI. It's instructed to say when it doesn't know and point guests to you, to tell guests to call 999 in an emergency, and to pass questions about money, refunds and bookings to you. Like any AI, it can be wrong or incomplete.
• To keep its cost predictable, the Concierge has fair-use limits on how many replies each property gets a day and your account gets a month. Your dashboard shows how much of the monthly limit you've used. When a limit is reached, guests are asked to contact you instead.
• You remain responsible for what your guide says and for looking after your guests. The Concierge doesn't replace your own contact details or emergency arrangements, and you can switch it off for a property or remove the add-on at any time.
• Our AI provider is OpenAI, which processes this text for us under Schedule 1 and doesn't use it to train its models.

15. Availability, changes and support

• We work to keep Welcome available and reliable, but we can't promise it will never be interrupted, for example during maintenance or when a provider we rely on has an outage. We give notice of planned maintenance where we reasonably can.
• We improve Welcome over time and may change how its features work. If a change significantly reduces what you've paid for, we'll tell you in advance, and you can cancel and get a refund for any time you've paid for but not used.
• Support is by email at support@guestit.co.uk. We reply as soon as we can on working days.

16. Suspension and ending by us

• We may suspend your account or a guide, or end your subscription, if you seriously or repeatedly break these terms, use Welcome unlawfully or in a way that puts guests, other customers or our systems at risk, or if the law requires us to. Where we reasonably can, we'll warn you first and give you the chance to put things right.
• We may stop providing Welcome altogether, giving you at least 30 days' notice by email. If we do, or if we end your subscription for any other reason that isn't your fault, we'll refund any time you've paid for but won't receive.
• Clause 9 then applies to your guides and your data.

17. Liability

Nothing in these terms limits or excludes our liability for death or personal injury caused by our negligence, for fraud or fraudulent misrepresentation, or for anything else the law doesn't allow us to limit or exclude.

If you're a consumer

• We must provide Welcome with reasonable care and skill and as we've described it, and the digital content we supply must be of satisfactory quality and fit for purpose. If it isn't, you can ask us to put it right or, if we can't, to give you some or all of your money back. This is a summary of your rights under the Consumer Rights Act 2015; Citizens Advice (citizensadvice.org.uk) has more.
• We're responsible for loss or damage you suffer that is a foreseeable result of our breaking these terms or failing to use reasonable care and skill. Loss or damage is foreseeable if it's obvious it will happen, or if we both knew it might happen when you signed up.
• If digital content we supply damages a device or digital content belonging to you because we didn't use reasonable care and skill, we'll repair the damage or pay you compensation.
• We aren't responsible to you for loss of profit, loss of business, business interruption or loss of business opportunity arising from any business use you make of Welcome.

If you're a business

• We aren't liable for indirect or consequential loss, or for loss of profit, revenue, bookings, reputation or goodwill, however it arises.
• Unless it's caused by our breach of these terms, we aren't liable for the conduct of your guests, for damage to your property, for decisions made by booking platforms, or for loss caused by content in your guides, including AI-drafted content you've reviewed and applied and Concierge answers drawn from your guide.
• Our total liability to you for all claims together is limited to the greater of £100 and the fees you paid us for Welcome in the 12 months before the event that gave rise to the claim.
• Apart from what these terms say, and as far as the law allows, Welcome is provided without other promises or warranties.

18. Changes to these terms

• We may change these terms to reflect changes in the law or guidance, in how Welcome works or what it costs, or in the providers we use, or to make them clearer.
• For a change that materially affects you, we'll email you at least 30 days before it takes effect, unless the law or security needs a change to happen sooner. If you don't agree, cancel before it takes effect and we'll refund any time you've paid for but not used.
• Each version has a date and a version number, shown at the top of this page, and we keep a record of the version you accepted.

19. General

• We may transfer this agreement to another organisation, for example if our business is sold. We'll tell you, and your rights won't be reduced; if you're a consumer and unhappy with the transfer, you can cancel and get a refund for any time you've paid for but not used. You may transfer it only with our written agreement.
• Nobody else has rights under this agreement, and the Contracts (Rights of Third Parties) Act 1999 doesn't apply. Your guests' rights over their personal data come from data protection law, not from this agreement.
• If a court decides part of these terms can't be enforced, the rest still applies. If we don't enforce a right straight away, we can still enforce it later.
• These terms and the schedules are the whole agreement between us about Welcome, together, if you're a consumer, with the information we gave you before you signed up.

20. Law, disputes and contact

• These terms are governed by the law of England and Wales, and the courts of England and Wales have jurisdiction. If you're a consumer living in Scotland or Northern Ireland, you can also bring proceedings in your local courts, and you keep the protection of the mandatory rules of the law where you live.
• If something goes wrong, please email support@guestit.co.uk first; most problems can be put right quickly.
• Guest It LTD is registered in England and Wales, company no. 16403558. Registered office: Unit 26g-26m Springfield Mill, Bagley Lane, Farsley, West Yorkshire, LS28 5LY, United Kingdom. ICO registration: ZC095042. Email: support@guestit.co.uk.

Schedule 1. Data processing terms

Version dpa-2026-10-06

This schedule is the contract data protection law requires between a controller and a processor (Article 28 of the UK GDPR). It applies automatically when you accept these terms; there's nothing else to sign.

1. Roles

For the personal data of your guests, and of the other people in your guides, that Welcome processes for you, you are the controller and Guest It LTD is your processor. For your own account and billing details, and for what visitors send through our demo guide, we're the controller and our Privacy Policy applies instead.

2. Subject matter and duration

Providing Welcome to you, for as long as you have a subscription and then until your data is deleted under clause 9.

3. Nature and purpose

Storing and showing your guest guides; receiving your guests' feedback and showing it to you, with email alerts and digests; passing your guests' messages to you by email; answering your guests' questions with the Concierge and keeping the conversations for you to read; drafting and polishing guide text with AI from material you provide; building your calendar and earnings views from data you import; and keeping all of this secure, backed up and supported.

4. Types of personal data

• Feedback: ratings and comments and, only if a guest chooses to give them, their name and email address and whether they're happy for you to contact them about their stay.
• Messages: what a guest writes to you through the guide, and any name, phone number or email address they add.
• Concierge conversations: guests' questions and the Concierge's answers.
• Technical data: IP addresses and browser details in our security logs.
• Guide content: personal data you put into your guides or uploads, such as your own, a co-host's, a cleaner's or a neighbour's name and phone number, and photos.
• Calendar and earnings data: booked date ranges, event titles and reservation references from the calendar link you give us, and the rows you import from an earnings export (dates, nights, amounts, fees, confirmation codes and listing names; we don't import guests' names).

Welcome isn't designed for special category data, such as health information. Don't ask guests for it. If a guest volunteers it in a message or a question, we process it only as part of providing Welcome.

5. People the data is about

Your guests and anyone else who uses your guides, and the people named in your guides, uploads or imports (for example you, co-hosts, cleaners and local contacts).

6. Your instructions

These terms, and the way you set up and use Welcome, are your documented instructions to us. We process the data only on those instructions, unless the law requires otherwise, in which case we'll tell you first unless the law forbids it. If we think an instruction breaks data protection law, we'll tell you.

7. What we do as your processor

• Confidentiality: everyone who can access the data for us is bound by a duty of confidentiality.
• Security: we take the measures Article 32 of the UK GDPR requires, including encryption in transit and at rest, access limited to the people who need it, hashed passwords and protection against password guessing, regular backups, and error reports set up to leave out form contents and the guest and guide data Welcome's own code is working on when an error happens.
• Sub-processors: you give us general permission to use the sub-processors listed below. We bind each one to data protection terms that protect the data at least as well as this schedule, and we're responsible to you for what they do. We'll email you at least 30 days before we add or replace a sub-processor. If you object on reasonable data protection grounds and we can't resolve it, you can cancel and we'll refund any time you've paid for but not used.
• Guests' rights: we help you answer guests who exercise their data protection rights. You can read feedback and Concierge conversations in your dashboard; for anything else, email us and we'll export or delete what's needed. If a guest contacts us directly, we pass the request to you.
• Personal data breaches: we tell you without undue delay after we become aware of a breach affecting your data, with the information you need to meet your own obligations, and we help you deal with it.
• Assessments: we help with data protection impact assessments and any consultation with the Information Commissioner's Office, as far as they concern Welcome, for example by sharing our own assessment of the AI features.
• Deletion: we delete your data as clause 9 describes (12 months after your subscription ends, or sooner if you ask), unless the law requires us to keep it. Before then you can download your guides as PDFs and ask us for a copy of the rest.
• Information and audits: we give you the information you reasonably need to show that this schedule is being met, and we allow and contribute to audits. We normally do this by answering written questions; an inspection needs reasonable notice, takes place in working hours and must keep other customers' data confidential.

8. How long data is kept inside Welcome

These periods are the same for every host.

• Feedback answers are deleted automatically 12 months after they're given.
• A name and email address a guest leaves with feedback are kept, with a record of whether they agreed to be contacted, so that you can reply. They're deleted with the rest of your data under clause 9, or sooner if you or the guest asks us.
• Concierge conversations are deleted automatically 90 days after the last message.
• Guest messages are passed to you by email, and we don't keep a copy. If a message can't be delivered, our logs record that it failed, but not what it said.
• House manuals you upload are read once to draft your guide; we don't keep the file. The draft is held for you until you apply or discard it, or your signed-in session ends.
• Calendar data is kept until you remove the calendar link, which deletes it, or until your data is deleted under clause 9. Imported earnings rows are kept until your data is deleted under clause 9, or sooner if you ask us. While you check an earnings import, the rows from your file, including any columns we don't import, are held in your signed-in session and cleared when you import or cancel, sign out, or the session expires.
• Photos in a guide can be seen by anyone with their link, like the guide itself, and stay in our file storage until your data is deleted under clause 9.
• Text sent to OpenAI is sent with storage switched off, so it isn't kept for later retrieval. OpenAI may keep API inputs and outputs for up to 30 days to detect and prevent abuse, then deletes them unless the law requires otherwise. It doesn't use them to train its models.

9. Sub-processors

Stripe takes the card payments for your subscription. It receives your billing details but never your guests' data, so it isn't a sub-processor under this schedule; our Privacy Policy covers it.

10. Transfers outside the UK

Your guests' data is stored in the United Kingdom (London), with backups in Ireland. Text sent to OpenAI for the AI features is processed in the United States; for that transfer we rely on the safeguards in OpenAI's data processing addendum (the standard contractual clauses with the UK International Data Transfer Addendum). If any other provider needs to process the data outside the UK, we'll make sure a lawful transfer safeguard is in place first.

11. What you do as controller

• Have a lawful basis for the processing you ask us to do, and tell your guests about it. Our guest privacy notice, linked from every guide, explains what Welcome does with guests' data; it doesn't replace your own privacy information.
• Don't put special category data, or more personal data than you need, into your guides.
• Answer your guests' requests about their data, with our help.
• Use guests' contact details only to reply to them about their stay (clause 11).

Schedule 2. Plaque sale terms

Plaques aren't on sale at the moment. This schedule applies only to plaques bought while they are.

• A plaque is a one-off purchase: an NFC plaque with a printed QR code, set up to open the guide for one of your properties. You can point it at another property in your account from your dashboard.
• The price is shown before you pay, includes delivery to a UK address, and is final (clause 5). We deliver to UK addresses only.
• You pay by card through Stripe when you order. We tell you when to expect dispatch. If we haven't dispatched your plaque within 30 days of your order, you can cancel and we'll refund you in full.
• The plaque becomes yours, and your responsibility, once it's delivered.
• If your plaque arrives damaged or faulty, or develops a fault, tell us at support@guestit.co.uk and we'll replace it free of charge or, if we can't, refund it. If you're a consumer, you also have your rights under the Consumer Rights Act 2015 for goods that are faulty or not as described.
• If you're a consumer, you can return an unused plaque within 14 days of delivery for a full refund. Email us to say so, then send it back within 14 days of telling us. You pay the cost of sending it back unless it's faulty or we sent the wrong item. We refund you within 14 days of getting it back.
• A plaque opens your guide while your subscription is active and for 30 days after it ends (clause 9).