ExtraWelcome Guest Terms

These terms apply when you buy an extra through a host's ExtraWelcome store link. By completing payment you agree to them.

1. Who you are buying from

When you buy an extra through an ExtraWelcome store link, you are buying directly from the host whose store you are on - they are the seller and are responsible for what they list. ExtraWelcome provides the platform and payment processing; we are not the seller. The ExtraWelcome platform is operated by Overflowing Void Limited, a company registered in England and Wales (company number 16574513), registered office 124 City Road, London, EC1V 2NX, trading as ExtraWelcome. We are not a party to the sale contract between you and your host - your statutory rights as a consumer sit against the host as the seller.

2. No booking fee

The price you see is the price you pay. ExtraWelcome never adds a booking fee, service charge, or any other amount on top of the host's listed price at checkout.

3. How you pay

You pay by card (or Apple Pay/Google Pay where offered) through Stripe Checkout, a payment page hosted by Stripe, not by ExtraWelcome or your host directly. ExtraWelcome never sees or stores your full card details.

4. Approval extras: authorisation, not always an immediate charge

Some extras need the host's approval before they can go ahead - typically anything that depends on their calendar, like an early check-in. If you buy one of these, your card is authorised (a hold is placed) at checkout but you are not charged yet. If the host approves, the charge completes and you will receive a receipt. If the host declines, or does not respond before the authorisation window closes, the hold is released automatically - you are never charged, and there is nothing for you to request a refund on, because nothing was taken.

5. Your right to cancel

Your cancellation rights depend on what you bought. Under UK consumer law:

Perishable or made-to-order items (for example, a welcome hamper made up specially for you) are exempt from the standard 14-day cancellation right once your host has started preparing them, because they are made to order and liable to deteriorate or expire rapidly.
Other physical items (for example, extra linen or towels) carry a 14-day cancellation right, starting the day the item is delivered to you.
Date-specific services (for example, an early check-in on a specific day) are exempt from cancellation once the service has been carried out in full on the agreed date, where that timing was stated to you before you bought.
Other services carry a 14-day cancellation right, starting the day you book.

The exact classification for what you bought is shown at checkout before you pay, so you know your rights before you buy, not after.

6. If something goes wrong, and complaints

If an extra you paid for was not provided as described, contact your host directly first - they are best placed to put it right. The platform you booked your stay through can put you in touch with your host if you do not already have their details; ExtraWelcome does not hold host contact details for guests. If you cannot reach a resolution, you can raise a dispute with your card issuer in the usual way; because your host is the merchant of record for your purchase, that is who your card issuer will contact for evidence. If you want to raise something with ExtraWelcome itself rather than your host, email hello@extrawelcome.co.uk and we will look into it.

7. Our liability to you

ExtraWelcome provides the platform, not the extras. Where we are liable to you in connection with the platform service itself, our liability is limited to re-performing that service or, if that is not possible, the amount of the affected order. Nothing in these terms limits your statutory rights as a consumer, or excludes liability we cannot lawfully exclude, including for death or personal injury caused by our negligence or for fraud.

8. Your data

ExtraWelcome stores the order details needed to process your purchase and to support your host if a dispute arises. We do not sell your data. See our Privacy Policy for the full detail.

9. Law

These terms are governed by the law of England and Wales. If you live elsewhere in the UK, you keep the benefit of any mandatory consumer protections of the law of where you live, and you may bring proceedings in your local courts.

10. Contact

Questions about a purchase: contact your host first - the platform you booked your stay through can put you in touch if you do not already have their details. Questions about ExtraWelcome itself: hello@extrawelcome.co.uk.

Version 2026-07-29 - effective 2026-08-01.