Terms of Service

We provide booking and park management software, hosted by us and reached through a web browser. A park gets its own booking site, an admin area for its staff, and the modules it switches on. We maintain and update the software, and we may change how a feature works or retire one; where a change materially reduces what the software does, we will say so in advance.

The software is provided as a service. You are licensed to use it while your account is open. You do not acquire any ownership of it, and you may not copy, resell or reverse-engineer it.

You are responsible for:

• the accuracy of what you publish about your park, including prices, availability and facilities;
• your staff’s accounts and what they do with them;
• keeping sign-in details secure, and telling us promptly if they are compromised;
• holding the licences, permissions and insurance your business needs.

You must not use the software to break the law, to handle data you have no right to hold, or to send unsolicited messages to guests in breach of marketing rules.

The platform fee is 1% of a booking. A park running more than one type of business adds 1% for each additional type, and the total is capped at 4% however many are switched on. The current rate for your park is shown in your admin area, and the full explanation is on the pricing page.

Card payments run through Stripe Connect, and you will need a Stripe account connected to your park to take them. Stripe’s own fees and terms apply between you and Stripe, and payouts are on Stripe’s schedule, not ours. Refunds and chargebacks on your bookings are yours to handle; where we have already taken a platform fee on a refunded booking, we refund that fee too.

We may change the published rates. If we do, we will give at least 30 days’ notice by email, and you are free to close your account before the change takes effect.

When you book a pitch or a unit, your contract is with the park. They set the price, the terms and the cancellation policy, they take your money through our platform, and they are responsible for the stay itself. We provide the software the booking is made through.

So: questions about your stay, a change of dates, a refund or a complaint about the site go to the park. If you cannot reach them at all, tell us at hello@holidaypitches.comand we will try to put you in touch. Problems with the booking system itself — a page that will not load, an email that never arrived, a payment that behaved oddly — are ours, and we want to hear about them.

The bookings and guest records in your account are yours. We hold them on your behalf, use them to run the service for you, and handle them as described in our privacy policy— which also says where they are stored, and it is not in the UK. As the park, you are the data controller for your guests’ data and we are your processor.

You can ask us for an export of your data at any time, including when you leave. We keep backups for a limited period after deletion, and records we are required by law to keep.

We work to keep the platform available and quick, and we monitor it. We do not promise a particular uptime figure, because we do not want to publish a number that nothing measures. Occasional maintenance is unavoidable and we schedule it away from peak booking times where we can.

Support is by email at hello@holidaypitches.com. There is no charge for it.

You can close your account at any time. Bookings already taken stand, and fees already earned on them remain payable. We can suspend or close an account that breaches these terms, that is used unlawfully, or whose invoices go unpaid — we will give notice and a chance to fix the problem first, unless the breach is serious enough that we cannot.

On closure we will give you an export of your data if you ask for one, and delete the rest within a reasonable period, subject to the retention rules in the privacy policy.

Nothing here limits our liability for death or personal injury caused by our negligence, for fraud, or for anything else the law does not allow us to limit.

Subject to that, we are not liable for your lost profits, lost bookings, lost goodwill or lost data, or for any indirect loss. Our total liability to you in any twelve-month period is limited to the platform fees you paid us in that period.

The software is provided as it is. We do not warrant that it will be uninterrupted or free of faults, and we are not responsible for failures caused by your own equipment or connection, or by a third-party service such as a card processor or email provider.

We may update these terms; the date at the top changes when we do, and we will email account holders about anything material. If a clause turns out to be unenforceable, the rest stands. Our failure to enforce a term is not a waiver of it. You may not transfer this agreement without our consent; we may transfer it as part of a sale or reorganisation of the business.

These terms are governed by the law of England and Wales, and the courts of England and Wales have exclusive jurisdiction.

Write to hello@holidaypitches.com with any question about them, or by post to Andrew Hughes, trading as HolidayPitches, 74 Eastern Avenue, Chippenham, SN15 3LW.