Terms of service

These terms explain how Welcome Pack works and what we each agree to when you use it. We've tried to keep them short and in plain English. By creating an account, you agree to them.

In these terms, "Welcome Pack", "we" and "us" means the people who run welcomepack.io. "You" means the person or business with the account. "Guests" means the people you share your welcome packs with.

1. Your account

• You need to be 18 or over and give us accurate details.
• Keep your password safe. You're responsible for what happens on your account, so tell us straight away at hello@welcomepack.io if you think someone else has used it.
• If you're signing up for a business, you confirm you're allowed to accept these terms on its behalf.

2. Free trial

New accounts get a 30-day free trial. You don't need a card to start it. To keep using Welcome Pack after the trial, you'll need to choose a plan.

3. Plans and payment

• Paid plans are monthly subscriptions, paid in advance. Our current prices are on the pricing page.
• Prices are in pounds sterling. Where VAT applies, it's shown at checkout.
• Payments are handled by our payment provider, Stripe. We don't see or store your full card details.
• Your plan renews automatically each month until you cancel.
• If a payment fails, we'll let you know and try again. If it still can't be taken, your plan may end.
• If we change our prices, we'll tell you at least 30 days before the change affects you, so you can change plan or cancel first.

4. Changing or cancelling your plan

• You can upgrade, downgrade or cancel from the Billing page at any time.
• Upgrades start straight away. You pay the difference for the rest of your billing period.
• Downgrades and cancellations take effect at the end of the period you've already paid for. We don't give refunds for part-used months, except where the law says we must.
• If you're a consumer, nothing in these terms affects your rights under UK consumer law.

5. Your content

• Everything you put into Welcome Pack (text, photos, local recommendations) stays yours.
• You give us permission to store it, show it to your guests, and use it to run the service, including the AI concierge, which answers guests' questions using what you've written.
• You're responsible for your content: that it's accurate and up to date (especially safety information, door codes and check-in details), that it's legal, and that you have the right to use any photos you upload.
• Anyone with the link or QR code to a published welcome pack can open it. Don't include anything you wouldn't want a guest to see.

6. The AI concierge

The AI concierge writes its answers automatically. About your property, it uses your welcome pack. For places nearby and current information (like what's on or opening times), it uses Google Maps and web searches, and shows guests where that came from. It can get things wrong or misunderstand a question, and information from Google or other websites can be out of date. It isn't a substitute for you: guests should contact you, or the emergency services, about anything urgent or safety-related. We show guests a way to contact you when the concierge can't help.

7. Your guests' information

When guests sign your guestbook or send you a request, they may share their name, email address or phone number. You're responsible for using that information fairly and lawfully, and only to look after their stay. Our privacy policy explains how we handle it.

8. Things you mustn't do

Please don't use Welcome Pack to:

• break the law, or mislead or harm guests
• send spam or upload anything harmful, such as viruses
• copy, resell or try to take apart the service, or get around its limits
• overload or interfere with the service or other people's use of it

9. Keeping the service running

We work hard to keep Welcome Pack available, but we can't promise it will never be interrupted, for example during maintenance or problems with the companies we rely on. We may improve or change features over time. If we ever remove something important you pay for, we'll let you know in advance.

10. Our responsibility to you

• We're responsible for losses you suffer that are a foreseeable result of us breaking these terms or not taking reasonable care.
• We're not responsible for business losses such as lost bookings, income or profit, or for losses caused by events outside our control.
• If you use Welcome Pack for a business, our total responsibility to you is limited to the amount you've paid us in the 12 months before the problem happened.
• Nothing in these terms limits our responsibility for death or personal injury caused by our negligence, for fraud, or for anything else the law doesn't allow us to limit.

11. Closing your account

• You can delete your account at any time from Account settings. This cancels your subscription and permanently deletes your welcome packs, photos and data.
• We may suspend or close your account if you seriously or repeatedly break these terms. Where it's reasonable, we'll warn you first and give you a chance to put things right.

12. Changes to these terms

We may update these terms from time to time. If a change is important, we'll email you or show a notice in your dashboard before it takes effect. The date at the top shows when they were last updated.

13. The law that applies

These terms are governed by the law of England and Wales, and the courts of England and Wales can deal with any dispute. If you're a consumer living in Scotland or Northern Ireland, you can also bring proceedings in your local courts.

14. Contact us

Questions about these terms? Email us at hello@welcomepack.io.