Refund & Cancellation Policy
IntuitiveStay Ltd Company Number: 17094098 124 City Road, London, EC1V 2NX Contact: [email protected]
Last updated: May 2026
Overview
This policy applies to all subscription plans sold by Intuitive Stay Ltd ("we", "us", "our") to Members ("you", "your").
Our paid plans are intended primarily for use by hospitality operators, short-term rental hosts, and related businesses. Where you are subscribing to a Host, Partner, or Founder plan, you confirm that you are purchasing in the course of business.
Where you are an individual subscribing to HomeHost or HomeHost Plus primarily in a personal capacity rather than in the course of business, consumer protection provisions may apply to your use of those plans.
By subscribing to any paid IntuitiveStay plan, you agree to the terms set out in this policy.
Our Subscription Plans
We offer the following plans, all billed on a rolling monthly basis with no minimum contract term:
Starter: Free. No payment required. Provides access to core feedback tools for one property.
Host: £34.99 per month.
Partner: £79.99 per month.
Founder: £189.99 per month. Covers up to five properties.
HomeHost: £27.99 per month.
HomeHost Plus: £59.99 per month. Covers up to three properties.
Additional properties may be added to Host, Partner, and Founder plans for £25 per month each. Additional properties on HomeHost Plus are £15 per month each. These are billed alongside your base subscription and are cancelled automatically if your base plan is cancelled.
Full details of the features included in each plan are available on our Plans and Pricing page.
Cancellations
You may cancel your subscription at any time. To cancel, log into your account and manage your subscription through your account settings, or contact us at [email protected].
Upon cancellation:
- Your subscription will remain active until the end of your current paid billing period
- You will not be charged for any subsequent billing period
- No refund will be issued for the remaining unused days within the current billing period, as you retain full access to the platform until the period ends
- Any additional property add-ons associated with your plan will also be cancelled and will remain active until the end of the same billing period
We believe this is a fair approach. You are never locked in, and you always receive the full service you have paid for.
Refunds
As our services are provided on a monthly rolling basis, we do not offer refunds for part-used billing periods. Access to the platform remains fully available until the end of each paid period.
We will not issue refunds in the following circumstances:
- You choose not to use the platform during a billing period
- You cancel mid-cycle (access continues until the period ends)
- You no longer require the service
- An additional property add-on is cancelled mid-cycle
Service Disruptions & Compensation
We are committed to maintaining a reliable platform. In the event of a significant technical failure or prolonged outage that materially prevents you from accessing or using the IntuitiveStay platform, we will assess each case individually and may, at our discretion, offer compensation in the form of an extended subscription period.
To be considered for compensation under this clause, you must:
- Notify us of the issue promptly at [email protected]
- Allow us a reasonable period to investigate and confirm the disruption
- Submit your compensation request within 30 days of the disruption
We are not liable for disruptions caused by third-party services, your own technical infrastructure, or circumstances beyond our reasonable control.
Free Trials
The following plans include a free trial period. No payment is taken during the trial. At the end of the trial period, your subscription will automatically convert to a paid monthly plan unless you cancel before the trial ends.
Host Plan: 30-day free trial.
Partner Plan: 14-day free trial.
HomeHost Plan: 30-day free trial.
HomeHost Plus Plan: 30-day free trial.
The Founder Plan does not include a free trial. Billing begins immediately upon sign-up.
The Starter Plan is permanently free and does not require payment details.
We reserve the right to modify or discontinue free trial offers for new sign-ups at any time. This will not affect any trial already in progress.
Your Data After Cancellation
You may export your data at any time during your active subscription period. We recommend doing this before your billing period ends.
If you require access to your data after your subscription has ended, please contact us at [email protected]. We will endeavour to assist on a case-by-case basis, though we cannot guarantee data availability beyond the end of your final billing period.
For Starter plan users, your data is retained for as long as your account remains active. You may request deletion of your account and associated data at any time by contacting us at [email protected].
We handle all data in accordance with UK GDPR and our Privacy Policy.
Exceptional Circumstances
We understand that unexpected situations arise. If you believe your circumstances are exceptional and fall outside the scope of this policy, we encourage you to contact us directly at [email protected]. We will always try to act reasonably and in good faith.
Disputes
If you are unhappy with any aspect of your subscription, billing, or our service, please contact us in the first instance at [email protected]. We aim to respond to all complaints within 5 business days and to resolve them fairly and promptly.
If you remain dissatisfied following our response, the matter may be referred to the courts of England and Wales, which shall have exclusive jurisdiction over any dispute arising from or relating to your use of our services.
Governing Law
This policy and any dispute arising from it shall be governed by and construed in accordance with the laws of England and Wales.
Your Right to Cancel (Consumer Subscribers)
This section applies to individuals subscribing to HomeHost or HomeHost Plus who are purchasing in a personal capacity rather than in the course of business.
Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, you have a statutory right to cancel your contract within 14 days of signing up without giving any reason (the "cooling-off period").
However, where you expressly request that your subscription begins immediately and acknowledge that doing so means you waive your 14-day right to cancel, that right is lost once the service has commenced.
If you do not waive this right and you cancel within 14 days of signing up, you are entitled to a full refund of any payment taken. To exercise this right, contact us at [email protected] within 14 days of the date your subscription began.
Please note that HomeHost and HomeHost Plus plans include a 30-day free trial during which no payment is taken. If you cancel during your free trial, no refund is due as no payment has been made. The cooling-off right becomes most relevant if you are charged before the 14-day period has expired.
Changes to This Policy
We reserve the right to update this policy from time to time. We will notify active subscribers of any material changes by email with reasonable notice before the changes take effect. Continued use of the platform following notification constitutes acceptance of the updated policy.
For any queries regarding this policy, please contact us at [email protected].