Last updated: 17 May 2026
This page explains how cancellations, refunds and returns work for Welcomly subscriptions, digital guide access and personalised QR display products.
We have written this page to be clear and practical. Nothing on this page affects any legal rights you may have under applicable consumer law.
1. Who we are
Welcomly provides digital guest guide tools for holiday let owners, Airbnb hosts, serviced accommodation providers, property managers and similar accommodation businesses.
Welcomly is operated by Billy Cross, trading as Welcomly.
You can contact us at:
Welcomly
Operated by Billy Cross, trading as Welcomly
Correspondence address: 61 Bridge Street, Kington, HR5 3DJ, United Kingdom
Email: hello@welcomly.app
Website: welcomly.app
2. Payments
Payments, subscriptions and related billing activity are processed securely by Stripe.
We do not store full payment card details on our own website or servers. Payment card details, billing information, fraud prevention checks and transaction data are processed by Stripe in accordance with Stripe’s own terms, privacy policy and security standards.
3. Welcomly subscriptions
Welcomly subscriptions are recurring paid plans for published digital guest guides.
Unless clearly stated otherwise at the time of purchase, subscriptions are charged per published guide. This means that if you publish more than one guide, each published guide may require its own active subscription.
Subscriptions are billed in advance on a recurring basis unless otherwise stated at the time of purchase.
4. Cancelling a subscription
You can cancel a subscription using the cancellation options provided in your account, billing portal or by contacting us at hello@welcomly.app.
Cancelling a subscription will stop future billing for that published guide, subject to any payment already due or already taken for the current billing period.
After cancellation, your guide may become private, unpublished, inaccessible to guests or returned to draft mode after the current paid billing period ends.
If you cancel a subscription, you are responsible for replacing, removing or updating any QR displays, printed cards, links, guest messages or property materials that point to a guide that is no longer active.
5. Refunds for subscriptions
Subscription payments are generally charged for access to the digital service during the relevant billing period.
Unless required by law or agreed by us, subscription payments are not automatically refunded once a billing period has started and the digital service has been made available.
If you believe a payment was taken in error, or if you have been charged after cancelling, contact us at hello@welcomly.app and we will review it.
If we agree that a refund is due, the refund will usually be returned to the original payment method through Stripe.
6. Digital guide access and cancellation rights
Welcomly provides digital services that may begin shortly after purchase. This may include activating a published guide, enabling guest access, generating or displaying a live guide link, making QR codes available for use, and providing access to paid owner features.
Where required, before paid digital service access begins, we may ask you to confirm that you want the digital service to begin before the end of any cancellation period and acknowledge that this may affect your right to cancel once the digital service has been supplied.
If you do not want digital service access to begin straight away, you should not publish or activate a paid guide until you are ready for the service to start.
7. Personalised QR display products
Welcomly may offer optional personalised QR display products, such as printed QR cards, laminated QR displays or acrylic QR stands.
These products are personalised because they are made or prepared using information connected to your specific property or guide. This may include your guide QR code, guide link, property name, property details, branding or other information you provide.
Personalised QR display products are optional. You can still share your guide using your guide link or by creating your own QR display if you prefer.
8. Cancelling a personalised QR display product order
Because personalised QR display products are made or prepared for your specific property or guide, they cannot usually be cancelled, returned or refunded once production or preparation has started, unless the product is faulty, damaged, incorrect, or not as described.
Production or preparation may include generating, checking, printing, laminating, assembling, packing or otherwise preparing a QR display product using your guide link, QR code, property name, branding or other personalised information.
If you contact us before production or preparation has started, we may be able to cancel or amend the order, but we cannot guarantee this.
9. Faulty, damaged, incorrect or misdescribed QR products
If a personalised QR display product arrives faulty, damaged, incorrect or not as described, please contact us as soon as possible at hello@welcomly.app.
Please include:
- Your name
- Your order details
- The property or guide the QR product relates to
- A clear description of the issue
- Clear photos showing the fault, damage or error
Once we have reviewed the issue, we will arrange an appropriate remedy where required. This may include a replacement, repair, reprint, correction or refund depending on the circumstances.
10. Delivery of QR display products
We will make reasonable efforts to produce and dispatch personalised QR display products promptly.
Unless we agree otherwise, physical goods will be delivered within 30 days of the order being placed.
Delivery times are estimates unless we specifically state that a delivery date is guaranteed.
You are responsible for making sure the delivery address you provide is complete and accurate.
We are not responsible for failed or delayed delivery caused by incorrect delivery details, postal delays, courier issues, events outside our control, or failure to collect or accept delivery.
11. Standard non-personalised goods
Welcomly currently focuses on personalised QR display products connected to specific guides and properties.
If we sell a standard non-personalised physical product in the future, different cancellation rights may apply. For most standard non-personalised goods bought online, consumers usually have the right to cancel within 14 days after the day the goods are delivered.
If a non-personalised goods order is cancelled within the relevant cancellation period, the goods must usually be returned within 14 days of telling us you want to cancel. Unless we agree otherwise or the goods are faulty, you may be responsible for the cost of returning the goods.
Refunds for returned non-personalised goods will usually be made within 14 days of us receiving the goods back, or receiving evidence that they have been returned, whichever happens first.
12. How to request a cancellation or refund
To request a cancellation, refund or review of an order, email us at hello@welcomly.app.
Please include:
- Your name
- Your account email address
- The guide or property the request relates to
- The subscription, payment or order you are contacting us about
- The reason for your request
- Any photos or supporting information, where relevant
We will review your request and respond as soon as reasonably possible.
13. Payment disputes and chargebacks
If you have a billing issue, please contact us first at hello@welcomly.app so we can try to resolve it.
If a payment is disputed, reversed, charged back or flagged as suspicious, we may suspend the related subscription, guide access, QR order or account while the issue is reviewed.
14. Changes to this page
We may update this Cancellations & Refunds page from time to time to reflect changes in our services, products, processes or legal requirements.
When we update this page, we will change the “Last updated” date at the top of the page.
15. Contact us
If you have any questions about cancellations, refunds, subscriptions or QR display product orders, please contact us:
Welcomly
Operated by Billy Cross, trading as Welcomly
Correspondence address: 61 Bridge Street, Kington, HR5 3DJ, United Kingdom
Email: hello@welcomly.app
Website: welcomly.app