Terms of use

These Terms of Use ("Terms") govern your access to and use of the StayPay website, platform, and services. By accessing or using StayPay in any capacity, you confirm that you have read, understood, and agree to be bound by these Terms. If you do not agree, you must not use our website or services.

These Terms apply to all users of the StayPay platform, including Hosts, Guests, Concierge Partners, Local Businesses, and any other individual or entity accessing our services.

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1. WHO WE ARE

StayPay is a hospitality technology platform providing digital guest experience and concierge services for short-stay and Airbnb hosts. Our platform enables hosts to create branded digital welcome guides for their guests, offer paid add-ons and services, connect guests with local concierge partners, and manage communications throughout the guest stay.

Company: StayPay Ltd Registered in England and Wales

Company number: 16879405

Registered address: Royal Mills, 2 Cotton Street, Manchester, M4 5BZ

General enquiries: hello@usestaypay.com

Support: support@usestaypay.com

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2. WHO THESE TERMS APPLY TO

These Terms apply to all individuals and entities who access or use the StayPay platform in any of the following capacities.

a) Hosts

Short-stay property owners or managers who register a StayPay account to manage properties, create guest welcome guides, configure add-ons and services, and oversee guest interactions. By registering, hosts agree to these Terms in full and to any additional terms applicable to their chosen subscription plan.

b) Guests

Individuals staying at a host's property who access StayPay via a QR code, link, or property ID to view their welcome guide, browse local services, and request add-ons or concierge services during their stay. Guests may use parts of the platform without creating an account.

c) Concierge Partners

Independent service providers who register on StayPay to list services, receive guest booking requests, and receive payments facilitated through the platform. Concierge Partners agree to these Terms and to the additional terms applicable to their account, including the platform fee structure and payout conditions.

d) Local Businesses

Businesses who register on the StayPay platform to list geo-targeted offers and services to nearby guests. Local businesses have their own account, dashboard, and analytics access, and are featured within guest welcome guides as recommended local services. Local businesses agree to these Terms with respect to the accuracy and suitability of any information and offers they provide for inclusion on the platform.

e) Administrators

StayPay staff and authorised internal users who access platform data for operational, support, and compliance purposes.

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3. OUR SERVICES

StayPay provides a digital platform that enables the following.

For Hosts:

- Creation and management of branded digital welcome guides, accessible to guests via QR code or direct link

- Configuration of paid add-ons (e.g. late checkout, welcome packages, extras) for guests to purchase

- Access to a network of concierge partners whose services can be surfaced to guests

- SMS notifications to guests and host-side alerts for booking and request activity

- Management of properties, pricing, and guest-facing content through the host dashboard

For Guests:

- Access to a personalised digital welcome guide for their stay

- Ability to browse and request standard concierge services and add-ons

- Ability to submit custom service requests, which are routed to an appropriate concierge partner for quoting and fulfilment

- Ability to review, accept, or decline counter-offers proposed by concierge partners in response to booking requests

- Secure payment for add-ons and services via Stripe

- SMS notifications relating to service requests and booking confirmations (with consent)

For Concierge Partners:

- A listing profile to showcase services to guests across the StayPay network

- Receipt and management of guest booking requests, including the ability to propose counter-offers with alternative times, prices, or conditions

- Payment facilitation via Stripe Connect, subject to a platform fee on the gross transaction value

- Access to a partner dashboard to manage availability, requests, and earnings

For Local Businesses:

- A platform account to create and manage geo-targeted offers surfaced to nearby guests via their welcome guide

- Access to an analytics dashboard showing offer impressions, clicks, and redemptions

- Inclusion in the StayPay local recommendations directory

StayPay does not guarantee a minimum volume of bookings, enquiries, or revenue for any host, concierge partner, or local business. StayPay is a facilitation platform and is not a party to any contract formed between a host and a guest, or between a guest and a concierge partner.

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4. HOST RESPONSIBILITIES

By using StayPay, hosts agree to:

- Provide accurate, complete, and up-to-date information about their properties and listings

- Ensure they hold all necessary rights and permissions to operate short-stay accommodation at their property, including compliance with local licensing, planning, and Airbnb platform rules

- Obtain all necessary consents from guests before sharing guest data with StayPay, in accordance with applicable data protection law

- Ensure that any add-ons, extras, or services they configure on the platform are accurately described and lawfully offered

- Inform guests about the use of StayPay as a service provider, including the processing of guest data, as required under UK GDPR

- Use the platform in compliance with all applicable laws, regulations, and these Terms

- Keep their account credentials secure and notify StayPay immediately of any unauthorised access

StayPay is not responsible for errors, inaccuracies, or omissions in host-provided content or data. Hosts remain solely responsible for the accuracy and legality of all content published through their account.

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5. GUEST — IMPORTANT INFORMATION

Guests access StayPay to enhance their stay experience through their host's digital welcome guide.

The following important points apply:

- The content of the welcome guide, including property information, house rules, and local recommendations, is provided by the host. StayPay is not responsible for its accuracy.

- Any add-ons or extras purchased by guests are subject to the host's terms, pricing, and availability. StayPay facilitates the transaction but is not the seller.

- Concierge services are provided by independent concierge partners. StayPay facilitates the connection but is not a party to the service agreement between the guest and the concierge partner.

- Where a guest submits a custom service request, the request will be routed to an appropriate concierge partner, who will provide a quote. The guest may accept or decline the quoted price before any payment is taken. Submission of a custom request does not constitute a binding commitment until the guest explicitly accepts the quoted price within the platform.

- Where a concierge partner proposes a counter-offer (an alternative time, price, or condition) in response to a guest's booking request, the guest may accept or decline that counter-offer within the platform. Acceptance of a counter-offer constitutes the guest's agreement to proceed on the revised terms. StayPay is not a party to this agreement.

- Cancellation rights for concierge services and add-ons are governed by the StayPay Refund and Cancellation Policy, available at staypayhq.com. Guests should refer to that policy before submitting or confirming any request.

- Any disputes relating to accommodation, add-ons, or the accuracy of information in the welcome guide must be raised directly with the host.

- Any disputes relating to a concierge service must be raised directly with the relevant concierge partner.

- Guests will be asked to provide explicit consent before receiving any SMS communications from StayPay. Consent can be withdrawn at any time.

StayPay is not a party to the accommodation agreement between the host and the guest. StayPay acts solely as a technology facilitator.

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6. CONCIERGE PARTNER RESPONSIBILITIES

By registering as a concierge partner on StayPay, you agree to:

- Provide accurate, honest, and complete information about your services, availability, and pricing

- Hold all necessary licences, insurances, and permissions required to offer your services lawfully in your operating area

- Respond to guest booking requests promptly and fulfil accepted bookings to a professional standard

- Where you propose a counter-offer to a guest booking request, ensure that the alternative terms offered are accurate, deliverable, and made in good faith

- Where you cancel an accepted booking or fail to fulfil a confirmed service, notify the guest and host promptly. Refund eligibility in such circumstances is governed by the StayPay Refund and Cancellation Policy.

- Not engage in any conduct that could bring StayPay or its host partners into disrepute

- Accept that StayPay charges a platform fee on the gross transaction value of bookings facilitated through the platform. The current fee rate is stated in your partner account and may be updated with notice. - Complete Stripe Connect onboarding to receive payouts. StayPay is not able to issue payments outside of this process.

- Keep your account credentials secure and notify StayPay immediately of any unauthorised access or suspicious activity

StayPay reserves the right to remove, suspend, or restrict any concierge partner listing at its discretion, including where the quality of service, accuracy of listings, or conduct does not meet the standards expected of partners on the platform.

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7. LOCAL BUSINESS RESPONSIBILITIES

By registering on the StayPay platform, local businesses agree to:

- Ensure all submitted information (including business name, description, contact details, offer details, and any links) is accurate and up-to-date

- Ensure all offers listed on the platform are accurate, lawfully available, and honoured when redeemed by guests

- Notify StayPay promptly of any changes to their business details, offer conditions, or if they wish to be removed from the platform

- Not provide misleading, inaccurate, or inappropriate content for inclusion in guest-facing materials

StayPay reserves the right to remove or amend local business listings and offers at its discretion.

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8. ACCOUNTS AND ACCESS

- Hosts, Concierge Partners, and Local Businesses are required to create an account to use the StayPay platform.

- Guests may access certain features of the platform without creating an account, using a property ID, QR code, or direct link provided by the host.

- You are responsible for maintaining the confidentiality of your account credentials and for all activity that occurs under your account.

- You must not share your account credentials with any third party or permit any other individual to access the platform using your credentials.

- You must not attempt to misuse, disrupt, reverse-engineer, scrape, or otherwise exploit the StayPay platform or its underlying systems.

- You must not use the platform for any unlawful purpose or in any way that infringes the rights of any third party.

StayPay reserves the right to suspend or terminate any account, without prior notice, where these Terms are breached or where we reasonably believe that continued access poses a risk to the platform, other users, or third parties.

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9. FEES, PAYMENTS, AND PAYOUTS

Host Subscription Fees Access to the StayPay host dashboard is subject to a subscription fee. Current pricing tiers are set out on the StayPay website and within the platform.

StayPay reserves the right to amend subscription pricing with reasonable notice to existing subscribers.

Hosts are not charged a transaction fee on concierge bookings made through the platform. The concierge revenue channel is provided as an additional income stream for hosts at no additional cost.

Guest Payments

Where guests purchase add-ons or services through the platform, payment is processed securely via Stripe. StayPay does not store payment card details. Guest payments are subject to the terms of the relevant service or add-on as configured by the host or concierge partner.

Concierge Partner Platform Fee

StayPay charges a platform fee on the gross transaction value of bookings processed through the platform on behalf of concierge partners. The current fee rate is displayed within the concierge partner account dashboard and is deducted from payouts processed via Stripe Connect. StayPay reserves the right to amend the platform fee with reasonable notice to affected partners.

Payouts

Concierge partner payouts are processed via Stripe Connect on a standard rolling basis following completion of the required Stripe Connect onboarding. StayPay is not responsible for delays caused by Stripe's processing times or by incomplete or inaccurate payout information provided by the partner.

Refunds

Refund eligibility for guest add-ons and concierge services is governed by the StayPay Refund and Cancellation Policy, available at usestaypay.com. StayPay does not control individual pricing or refund decisions made by hosts or concierge partners beyond the terms set out in that policy.

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10. INTELLECTUAL PROPERTY

All content, software, branding, trade marks, and materials forming part of the StayPay platform — including but not limited to the StayPay name, logo, colour palette, typography, and system design — are the intellectual property of StayPay Ltd and are protected by copyright, trade mark, and other applicable laws.

You may not copy, reproduce, modify, distribute, publicly display, or create derivative works from any part of the StayPay platform without prior written consent from StayPay Ltd.

By submitting content to the StayPay platform (including property descriptions, service listings, images, or other materials), you grant StayPay a non-exclusive, royalty-free licence to use, display, and reproduce that content solely for the purposes of operating and delivering the platform.

For brand use queries or asset requests, please contact: brand@usestaypay.com

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11. DATA PROTECTION AND PRIVACY

Use of StayPay is subject to our Privacy Policy, which forms part of these Terms and is incorporated by reference. Please read our Privacy Policy carefully before using the platform.

- StayPay acts as a Data Controller for host, concierge partner, and local business data.

- StayPay acts as a Data Processor for guest data on behalf of the host, who is the Data Controller for their guests' personal data.

- Hosts are responsible for ensuring guests are informed about the use of StayPay as a technology service provider and for obtaining any necessary consents under applicable data protection law.

- Guest SMS communications are sent only with explicit consent, which can be withdrawn at any time.

Our full Privacy Policy is available at: usestaypay.com/privacy-policy

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12. THIRD-PARTY SERVICES

StayPay integrates with a number of third-party service providers to deliver the platform.

These currently include:

- Stripe — for payment processing and concierge partner payouts via Stripe Connect

- Twilio — for SMS notification delivery

- Supabase — for database infrastructure and hosting

- Resend — for transactional email delivery

- Google Places API — for location-based search and recommendations within the guest experience

Your use of these third-party services is subject to their respective terms of service and privacy policies. StayPay is not responsible for the acts or omissions of third-party service providers, including payment processing failures, SMS delivery failures, or infrastructure outages.

Any links to third-party websites or services featured within guest welcome guides are provided by hosts and are not endorsed by StayPay. StayPay accepts no responsibility for the content, accuracy, or practices of third-party websites.

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13. AVAILABILITY AND CHANGES

StayPay aims to keep the platform available at all times but does not guarantee uninterrupted, error-free service. We may:

- Modify, update, or remove platform features at any time, with or without prior notice

- Suspend services temporarily for maintenance, security updates, or infrastructure changes

- Introduce new features or service tiers, which may be subject to additional terms

- Update these Terms from time to time to reflect changes to our services, legal obligations, or business practices

Where changes to these Terms are material, we will provide reasonable notice to registered users via email or in-platform notification. Continued use of the platform following such notice constitutes acceptance of the updated Terms.

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14. LIABILITY

To the fullest extent permitted by applicable law:

- StayPay is not liable for any indirect, consequential, special, or incidental loss arising from your use of the platform, including loss of revenue, loss of profits, or loss of data.

- StayPay is not responsible for the accuracy, quality, or legality of content provided by hosts, concierge partners, or local businesses and published through the platform.

- StayPay is not liable for any failure or delay by a concierge partner to fulfil a booking request, deliver a service to the required standard, or honour a counter-offer that has been accepted by a guest.

- StayPay is not responsible for payment processing failures, delays, or errors caused by Stripe or any other third-party payment provider.

- StayPay is not liable for SMS delivery failures caused by Twilio or the recipient's mobile carrier.

- StayPay does not guarantee that the platform will be free of errors, interruptions, or security vulnerabilities.

Nothing in these Terms limits or excludes liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, or any other liability that cannot be excluded or limited under applicable law.

Where StayPay's liability is not excluded by law, our total aggregate liability to you shall not exceed the greater of (a) the total fees paid by you to StayPay in the twelve months preceding the event giving rise to the claim, or (b) £100.

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15. INDEMNITY

You agree to indemnify, defend, and hold harmless StayPay Ltd, its directors, employees, and agents from and against any claims, liabilities, damages, losses, or expenses (including reasonable legal fees) arising out of or in connection with:

- Your use of the StayPay platform in breach of these Terms

- Any content you submit, publish, or make available through the platform

- Your violation of any applicable law or regulation

- Any dispute between you and another user of the platform (including between hosts and guests, or guests and concierge partners)

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16. TERMINATION

Termination by StayPay StayPay may suspend or terminate your access to the platform, with or without prior notice, if:

- You breach any provision of these Terms

- Your use of the platform is unlawful, harmful, or poses a risk to other users or third parties - We are required to do so by applicable law, regulation, or court order

- We reasonably suspect fraud, misrepresentation, or misuse of the platform

Termination by Users Hosts, Concierge Partners, and Local Businesses may terminate their account at any time by contacting support@usestaypay.com. Termination will take effect at the end of the current billing period for subscription accounts. Outstanding payouts owed to concierge partners at the point of termination will be processed in accordance with standard Stripe Connect payout timelines.

Effect of Termination Upon termination, your right to access the platform will cease immediately. StayPay will retain data for the periods set out in our Privacy Policy and as required by applicable law. Provisions of these Terms that by their nature should survive termination (including intellectual property, liability, indemnity, and governing law) will continue to apply.

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17. GOVERNING LAW AND DISPUTES

These Terms are governed by and construed in accordance with the laws of England and Wales. Any dispute arising out of or in connection with these Terms, including any question regarding their existence, validity, or termination, shall be subject to the exclusive jurisdiction of the courts of England and Wales.

StayPay will always seek to resolve any dispute or complaint in good faith before referring the matter to formal legal proceedings. If you have a concern, please contact us in the first instance at support@usestaypay.com.

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18. GENERAL

- Entire Agreement: These Terms, together with the Privacy Policy, Cookie Policy, Acceptable Use Policy, and Refund and Cancellation Policy, constitute the entire agreement between you and StayPay with respect to your use of the platform.

- Severability: If any provision of these Terms is found to be unlawful, void, or unenforceable, that provision shall be deemed severable and shall not affect the validity of the remaining provisions.

- Waiver: Failure by StayPay to enforce any provision of these Terms shall not constitute a waiver of StayPay's right to enforce that provision in the future.

- Assignment: StayPay may assign its rights and obligations under these Terms to a successor entity in the event of a merger, acquisition, or sale of assets. You may not assign your rights or obligations without StayPay's prior written consent.

- Notices: Any formal notices to StayPay should be sent in writing to the registered address or to hello@usestaypay.com.

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19. CONTACT US

StayPay Ltd Royal Mills, 2 Cotton Street, Manchester, M4 5BZ

Support: support@usestaypay.com

General enquiries: hello@usestaypay.com

Website: usestaypay.com