ExtraWelcome

ExtraWelcome Website Terms of Use

These terms cover your use of the ExtraWelcome website itself. By using the site you agree to them.

1. This site

This site is operated by Overflowing Void Limited, a company registered in England and Wales (company number 16574513) with registered office at 124 City Road, London, EC1V 2NX, trading as ExtraWelcome ("ExtraWelcome", "we", "us").

2. Our content

The content of this site - text, illustrations, branding - belongs to us or our licensors. You may not reuse it commercially without our permission. Content uploaded by hosts belongs to them.

3. Acceptable use

Do not attempt to disrupt the site, probe or breach its security, or use it to send spam or unlawful content.

4. Informational content

Guides and articles on this site are general information, not advice for your situation. Buying or selling through the platform is governed by the Guest Terms and the Host Agreement (below), not by this section.

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

ExtraWelcome Host Agreement

1. Who this agreement is between

This agreement is between Overflowing Void Limited, a company registered in England and Wales (company number 16574513) with registered office at 124 City Road, London, EC1V 2NX, trading as ExtraWelcome ("ExtraWelcome", "we", "us"), and you, the host who creates a host account and lists one or more extras through the ExtraWelcome platform. By creating a host account, or by continuing to use the platform after notice of a change to this agreement, you agree to be bound by it.

2. Business use

You confirm that you use ExtraWelcome in the course of a business, and not as a consumer. Offering short-term rental accommodation and selling extras to guests for payment is a business activity. If any part of this confirmation is not true for you, you must not use the platform.

3. You are the merchant of record

When a guest buys an extra, the charge happens directly on your own Stripe account, not ours (a "direct charge"). You are the merchant of record for every sale: you are responsible for the goods or services you list, for fulfilling them, and for any dispute a guest raises about them. ExtraWelcome is the platform that connects you with your guests and processes the payment infrastructure on your behalf - we are not the seller of anything you list.

4. Platform fee

We charge a commission on each order, collected automatically at the moment a guest pays. The rate that applies to your account is shown in your dashboard and may vary by programme (for example, a Founding Host rate) - this agreement does not state a fixed percentage, because the rate is account-level configuration, not a term fixed by this document. Any change to your rate will be shown in your dashboard before it takes effect.

5. Your warranties

You warrant that, for every extra you list: you have the right to sell or provide it; you hold every licence, certification, registration and insurance policy that UK law requires for it (including food hygiene registration for prepared food, and appropriate insurance for any activity with a safety risk); its description is accurate and not misleading; providing it does not breach your lease, your mortgage conditions, any superior landlord's rights, or any short-term-let licence or local authority condition that applies to your property; and you will account for your own taxes on your sales, including VAT where applicable and income or corporation tax. ExtraWelcome accounts only for its own platform fee.

6. Prohibited items and services

You may not list, and we may remove without notice, any extra that:

  • is illegal to sell or provide in the United Kingdom;
  • requires a licence, certification, or insurance you do not hold (for example, food hygiene certification for anything involving prepared food, or the correct insurance for any activity with a safety risk);
  • is a hazardous substance, or an item that presents a fire, chemical, or physical safety risk if mishandled;
  • misrepresents what a guest will actually receive (a "welcome hamper" that does not match its description, for example);
  • is age-restricted (alcohol, tobacco, vapes) unless you hold every licence UK law requires for that sale and can prove age verification at the point of delivery;
  • violates the terms of your own short-term-let licence, local authority conditions, or any head-lease/superior-landlord restriction that applies to your property.

This list is illustrative, not exhaustive - use good judgement, and ask us first if you are unsure whether something you want to list is allowed.

7. Approval extras: how authorisation and charging work

Some extras you configure as "requires approval" - typically anything time-sensitive or calendar dependent, like an early check-in. For these, a guest's card is authorised (a hold is placed) at the moment of purchase but not charged. You then approve or decline the request. If you approve, the charge completes. If you decline, or do not respond before the authorisation window closes, the hold is released automatically and the guest is never charged - there is nothing for you to refund, because nothing was ever taken.

8. Disputes and chargebacks

Because you are the merchant of record, a chargeback or dispute raised by a guest's bank lands in your own Stripe dashboard, not ours. You are responsible for responding to it within the card network's evidence window. ExtraWelcome records a timeline of every order (what was bought, at what price, what was stated before purchase, when it was approved, when it was delivered) specifically so you have the evidence you need. You authorise us to share the order record for a disputed purchase (what was bought, at what price, what was stated before purchase, and the decision and delivery timeline) with you, your payment processor, or the card networks for the purpose of responding to that dispute.

9. Refunds

ExtraWelcome does not currently offer a refund mechanism through the platform. If you need to make a guest whole for something that went wrong, that happens directly between you and the guest, outside ExtraWelcome, using whatever means you and they agree. Nothing in this section removes any obligation you owe a guest under consumer law, including any statutory cancellation right - those obligations are yours to honour, whatever mechanism you use to do so.

10. Your content

You grant ExtraWelcome a non-exclusive, royalty-free, worldwide licence to host, display, reproduce and adapt the content you upload (including photographs, listing text and personal notes) for the purposes of operating the platform and promoting your store. You warrant that you own this content or hold the rights needed to grant this licence, and that it does not infringe anyone else's rights.

11. Data protection

Each of us is an independent controller of the personal data we each process. ExtraWelcome is the controller of platform and order data, as described in our Privacy Policy. You are the controller of guest personal data you receive in order to fulfil an order. You must process that data lawfully, keep it secure, use it only for fulfilling the order, and not retain it longer than you need it.

12. The platform

The platform is provided as it stands. We work to keep it available and we depend on third-party providers (including our payment, database and hosting providers) to do so, but we do not warrant that it will be uninterrupted or error-free, and we may suspend it for maintenance.

13. Limits on our liability

Nothing in this agreement excludes or limits our liability for death or personal injury caused by our negligence, for fraud or fraudulent misrepresentation, or for anything else that cannot be excluded or limited by law. Subject to that: we are not liable to you for loss of profits, loss of business, loss of goodwill, or any indirect or consequential loss; and our total liability to you arising out of or in connection with this agreement, whether in contract, tort (including negligence) or otherwise, is limited to the total platform fees we received on your orders in the twelve months before the event giving rise to the claim.

14. Your indemnity to us

You will indemnify us against any losses, claims, costs and expenses (including reasonable legal fees) brought against or incurred by us by a third party arising from: the extras you list and how you fulfil them; your content; a guest dispute or chargeback relating to your sales; or your breach of this agreement, including the warranties and prohibited items sections.

15. Changes to this agreement

We may change this agreement. For material changes we will email the address on your account at least 30 days before the change takes effect. If you do not wish to accept a change you may close your account before it takes effect; continuing to use the platform after that date is acceptance. Changes to your fee rate are additionally shown in your dashboard before they apply.

16. Suspension and ending this agreement

You may stop using ExtraWelcome at any time by unpublishing your properties and, if you wish, closing your host account. We may suspend or close your account if you breach this agreement, in particular the prohibited-items clause above. We may suspend your account immediately and without notice where we reasonably believe you have listed a prohibited item, or where suspension is necessary to protect guests, other hosts or the integrity of payments. On closure, we retain order records for as long as we are legally required to (tax and dispute-evidence purposes) and delete other account data in line with our Privacy Policy.

17. General

This agreement does not create a partnership, agency or employment relationship between us. It is the entire agreement between us about the platform and replaces any earlier discussions. If a court finds part of it unenforceable, the rest stands. Notices from us to you go to your account email address; notices from you to us go to hello@extrawelcome.co.uk. This agreement is governed by the law of England and Wales, and the courts of England and Wales have exclusive jurisdiction.

18. Contact

Questions about this agreement: hello@extrawelcome.co.uk.

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

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