1. Payments are final
An Innkeeper plan (Inn, Hotel, Boutique or Group) is a subscription to the property management system for a billing period, with the room, staff and channel limits shown on the hotel PMS pricing page. The whole period opens the moment it is paid. You pay for that access, not for the number of reservations, invoices or reply drafts you produce with it.
Before paying, you can work through the live demo and see the calendar, channel sync, booking engine and folios for yourself.
By paying for a plan you ask us to start the service at once and accept that, once it has started, any statutory right of withdrawal or cooling-off period that would otherwise apply falls away.
2. What does not qualify for a refund
- A slow season, a closed property, a sale of the business, or a decision to go back to another PMS.
- Not logging in, or using only part of the system, during a paid month or year.
- A renewal you meant to stop, including cancelling shortly after the renewal date.
- Choosing a plan with more rooms or users than you needed, or yearly billing when you wanted monthly.
- Bookings, rates, taxes or invoices that came out wrong because of the settings you entered.
- Expecting a function that the pricing page does not list, or expecting a listed one to work in a different way.
- Changes made by a channel such as Booking.com or Airbnb to its own rules, availability or commission.
- Thinking a plan was a single payment. Every plan renews automatically, as stated on the pricing page, at checkout and in your receipt.
- The rest of a period after you cancel. The plan runs to the end of that period and is not prorated.
- Staff or anyone else using the account with logins you shared.
- A renewal collected after earlier attempts failed. That period had already started and was already owed.
3. When we do return a charge
We return money only in these cases, and only where our billing and account records described in section 6 support the claim:
- Double charge. A fault in our billing took payment twice for the same property and the same period. The duplicate is returned.
- Unauthorised charge. Your card was used for Innkeeper without your permission, you tell us within 14 days of the charge, and the records confirm it. We may ask you to confirm that you have reported the misuse to your card issuer.
- Complete outage. A confirmed fault on our side made Innkeeper entirely unusable for a continuous period, you told us while it was happening, and we could not restore it. Slowness, a single feature misbehaving, a channel outage, and problems with your own devices or connection are not included.
Any amount returned is capped at what you paid for the affected period, goes back to the card that paid it, and is our entire liability for that charge. A refund once does not create a right to another.
4. How to ask
Write to [email protected] from the email address on your account within 14 days of the charge, name the charge and say which case in section 3 applies. Requests that arrive later, or that we cannot match to an account, are not considered, and declined requests are not reopened.
Opening a dispute with your bank instead of writing to us first breaks our terms of service and leads to the account being closed for good.
5. Cancelling, renewals and failed payments
You can cancel at any time from the billing page in your account, without contacting anyone. From that moment no further renewal is taken, and your plan stays active until the end of the period already paid. Your property and guest data remain exportable for 30 days after that.
Plans renew automatically at the start of each month or year, and the new period is owed as soon as it begins. A declined card payment is declined by your card issuer; our payment provider then retries over the following days. Those retries collect the same open invoice and are not extra charges. Cancelling once a period has begun stops the renewals after it, not the payment for the current one.
6. What we keep on record
For each subscription we keep the time of purchase, the plan, price and billing period shown at checkout, your acceptance of the terms, the receipt and renewal notices we sent, and an activity log for the account: sign-ins, reservations created and changed, folios and invoices issued, channel connections and staff added, with the technical details logged alongside each entry.
Our payment provider keeps its own record of every payment, including the country of the card, where the payment came from and the result of any bank authentication such as 3D Secure. Claims of unauthorised use are checked against these records, and they are what we send to a card issuer if a payment is disputed.
7. Purchases before October 14, 2026
Plans bought before October 14, 2026 remain under the terms that applied when they were bought.