Terms of Use — PootlrHost

1. Introduction

These Terms of Use ("Terms") govern your access to and use of PootlrHost (the "Service"), the online platform for campsites that includes the dashboard, campsite websites, booking pages, booking widgets and guest pages. PootlrHost is run by Pootlr, a trading name of Thokki Digital Ltd, registered in England and Wales, company number 14359285, registered office 82 Oswald Road, Scunthorpe, DN15 7PA. In these Terms, "we", "us" and "our" mean Pootlr (Thokki Digital Ltd).

By creating an account or using PootlrHost, you agree to be bound by these Terms. If you do not agree, please do not use the Service. Our Privacy Policy explains how we handle personal data, including your guests' data.

2. Service description

PootlrHost is a booking and management platform for campsite owners and operators ("Hosts"). It lets Hosts:

Manage pitches, availability, prices, deposits and booking rules.
Take bookings online through a campsite website, a booking page or a widget on their own website, and add phone, email and walk-in bookings themselves.
Take card payments from guests through Stripe, or let guests pay on arrival.
Send guests booking emails and text messages, and give them a stay page and guest guide.
Sync bookings and availability with Pitchup and with calendar (iCal) feeds from other booking sites.
See reports and ask questions about their figures (Insights).

We provide the technology platform. We are not a party to any booking agreement between a Host and their guests.

3. User accounts

To use PootlrHost, you must create an account with accurate and complete information. You are responsible for:

Maintaining the security of your account credentials.
All activity that occurs under your account, including by staff you invite to your site.
Notifying us promptly if you suspect unauthorised access.

You must be at least 18 years old to create an account. Each login is for a single person and may not be shared. If other people help run your site, invite them as staff so they have their own login.

4. Acceptable use

You agree to use PootlrHost only for lawful purposes and in accordance with these Terms. You must not:

Use the Service for any illegal or fraudulent activity.
Upload content that is harmful, offensive, or infringes on the rights of others.
Use guests' contact details for anything other than their bookings and stays, or send them marketing they haven't agreed to receive.
Attempt to gain unauthorised access to any part of the Service or its systems.
Interfere with or disrupt the Service or its infrastructure.
Scrape, harvest, or collect data from the platform without permission.
Resell or redistribute the Service without our prior written consent.

5. Plans, fees and billing

PootlrHost has two plans with the same features. You choose one when you sign up and can switch at any time from Billing in your dashboard.

Pay As You Go — no monthly fee. We charge a booking fee of £1 for each booking a guest makes online (through your PootlrHost website, booking page or booking widget). Bookings you add yourself, such as phone, email and walk-in bookings, carry no fee.
Pro — £24.99 a month for one campsite, with no booking fees. Your other campsites stay on Pay As You Go. Stripe charges it to your card on the day you move to Pro and then every month.

Prices shown are the full price — we’re not VAT-registered, so there’s no VAT to add.

How the booking fee is collected. When a guest pays by card, the fee is taken from that payment before it reaches your Stripe account. When a guest books online and pays on arrival, we add up those fees and charge them to the card you gave us, once a month.

Passing the booking fee on to guests. You can choose to pass the fee on to guests as a £1 service fee. It's then added to every booking a guest makes online, however they pay (by card, with a deposit or on arrival). So that it's never a hidden or late charge, guests are shown it next to your prices before they choose dates and it's included in every total they see, from the first one. A guest who booked before you started passing the fee on doesn't pay it. The fee is still due to us either way.

Cancelled and refunded bookings. If you cancel a pay-on-arrival booking before its fee has been charged, there is no fee. If you refund a card payment that carried the fee, the fee is refunded in proportion to the amount you refund.

Your own service fee. You can also add your own service fee to each booking, from Billing in your dashboard: a flat amount per booking, or a percentage of the stay. If you pass on our booking fee too, guests see the two together as one service fee.

You set your fee, and you are responsible for it.
PootlrHost shows it with every price and includes it in every total guests see, from the first one, as UK pricing law requires.
It's the same however guests pay, by card or on arrival. You must not describe it as a card fee or as a charge for paying a particular way.
It's paid to you with the stay: into your Stripe account when guests pay by card, or to you directly when they pay on arrival. We take no share of it.
Refunds of it follow your cancellation policy, in the same way as the stay.

Leaving Pro. You can cancel Pro at any time. Your subscription ends straight away, you move to Pay As You Go, and booking fees apply from then on. Monthly fees already paid are non-refundable except where required by law.

Card fees. Stripe charges its own fee on each card payment (currently 1.5% + 20p). It is taken from the payment before it reaches your Stripe account, so you pay it. Guests are never charged it: UK law does not allow surcharges for paying by card, so the Service has no way to add one, and you must not add one yourself. Card fees are Stripe's, not ours. Stripe does not give its fee back when a payment is refunded.

You agree to keep a valid card on file for our fees, and you authorise us to charge it through Stripe for your Pro subscription and any booking fees. We may change our prices with at least 30 days' notice before the change takes effect.

6. Guest bookings and payments

Each booking is an agreement between you and your guest. You set your prices, deposits, balance dates, cancellation policy and house rules, and you are responsible for providing the stay.

Your booking terms and privacy notice. Your PootlrHost website has booking terms and a privacy notice for your guests, written from your settings, and guests are shown a summary of your cancellation policy, deposit and balance, and any service fee before they book. You are responsible for checking they're right for your site, for keeping your settings up to date, and for anything you add to them yourself. They're a starting point, not legal advice.

Card payments. To take card payments you connect a Stripe account to PootlrHost through Stripe Connect, and you agree to Stripe's terms, including the Stripe Connected Account Agreement. Guests pay through Stripe's secure payment form. Each payment goes to your Stripe account, less any booking fee due to us and Stripe's card fee, and Stripe pays it out to your bank on your Stripe payout schedule. We do not keep guest payments. If you take a deposit, Stripe saves the guest's card so the balance can be taken automatically on the date you set.

Pay on arrival. If guests pay on arrival, they pay you directly and we are not involved in that payment.

Cancellations and refunds. You decide cancellations and refunds under the cancellation policy you show guests. Guests can ask to cancel from their stay page, and you can cancel and refund bookings from your dashboard. Refunds of card payments come from your Stripe balance. We do not give refunds to guests on your behalf. If a guest disputes a card payment with their bank, you are responsible for responding to the dispute and for any amount the bank takes back.

You are responsible for complying with consumer law, Stripe's terms of service, and any tax that applies to your bookings.

7. Your content and your guests' data

You retain ownership of all content you upload to PootlrHost (photos, descriptions, etc.). By uploading content, you grant us a non-exclusive, worldwide licence to use, display, and distribute that content solely for the purpose of operating and promoting the Service.

You are responsible for ensuring you have the necessary rights to any content you upload.

You are the controller of your guests' personal data, and we process it on your behalf as your processor. We only use it to run the Service for you: taking and managing bookings and payments, sending the messages you set up, and syncing with the channels you connect. We keep it confidential, protect it with appropriate security, use only the sub-processors listed in our Privacy Policy, and help you respond when a guest exercises their data protection rights.

8. Other services

Parts of PootlrHost rely on other companies' services, such as Stripe for payments, Pitchup for channel sync, The SMS Works for text messages and Cloudflare for custom domains. Those services have their own terms, and we are not responsible for their outages or for changes they make.

9. Limitation of liability

To the maximum extent permitted by law:

PootlrHost is provided "as is" and "as available" without warranties of any kind, whether express or implied.
We are not liable for any indirect, incidental, special, consequential, or punitive damages arising from your use of the Service.
Our total liability to you for any claims arising from or related to these Terms or the Service shall not exceed the total fees you have paid us (Pro subscription fees and booking fees) during the 12 months preceding the claim.
We are not responsible for any disputes between Hosts and their guests, including booking cancellations, refunds, or service quality.

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

10. Availability and maintenance

We strive to keep PootlrHost available at all times, but we do not guarantee uninterrupted access. We may temporarily suspend the Service for maintenance, updates, or circumstances beyond our control. We will endeavour to provide reasonable notice of planned downtime.

11. Termination

You can close your account at any time from your account settings, once your site has stopped taking bookings and you have no upcoming bookings. When you close your account:

Your login is closed straight away, and a Pro subscription is cancelled straight away so you are not charged again.
Booking fees for bookings already taken remain payable.
We keep and delete your data as described in our Privacy Policy.

We may suspend or terminate your account immediately if you breach these Terms, engage in fraudulent activity, or fail to pay fees you owe us after reasonable notice.

12. Changes to these Terms

We may update these Terms from time to time. We will notify you of material changes by email or through the platform at least 14 days before they take effect. Continued use of the Service after changes take effect constitutes acceptance of the updated Terms.

13. Governing law and jurisdiction

These Terms are governed by and construed in accordance with the laws of England & Wales. Any disputes arising from these Terms or the Service shall be subject to the exclusive jurisdiction of the courts of England & Wales.

14. Contact

If you have any questions about these Terms, please contact us:

Email: [email protected]
Company: PootlrHost is run by Pootlr, a trading name of Thokki Digital Ltd, registered in England and Wales, company number 14359285, registered office 82 Oswald Road, Scunthorpe, DN15 7PA.