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Terms & Conditions

Last updated: 13/04/2026

These Terms and Conditions ("Terms") govern your use of the Owners HQ platform and services. Please read them carefully. By creating an account or using the platform, you agree to be bound by these Terms.

1. About Us

Owners HQ is operated by Owners HQ Ltd ("we", "us", "our"), a company registered in England and Wales under company number 08450204, with its registered office at 3 Melton Park, Redcliff Road, Melton, East Yorkshire, England, HU14 3RS.

You can contact us at info@ownershq.com.

References in these Terms to:

  • "Platform" means the Owners HQ software and services, accessible at ownershq.com, manager.ownershq.com, and related subdomains.
  • "Owner" or "you" means a property owner or manager who registers for and uses the Platform.
  • "Guest" means an end user who makes or is associated with a booking managed through the Platform.
  • "Booking" means a reservation record created by an Owner within the Platform.

2. Eligibility and Account Registration

To use the Platform, you must:

  • Be at least 18 years old;
  • Have the legal capacity to enter into a binding contract;
  • Be the lawful owner, manager, or authorised representative of the property or properties you list on the Platform;
  • Provide accurate, current, and complete information during registration and keep it up to date.

You are responsible for maintaining the confidentiality of your login credentials and for all activity that occurs under your account. You must notify us immediately of any unauthorised access.

We may refuse, suspend, or terminate any account at our discretion where we reasonably believe these Terms have been breached or where required by law.

3. The Service

The Platform provides tools for short-term rental Owners to:

  • Record and manage booking information;
  • Send booking confirmations, payment reminders, and receipts to Guests;
  • Accept payments from Guests via Stripe;
  • Record manual payments received outside the Platform;
  • Access other features made available from time to time.

The Platform is a tool to assist Owners in managing their own direct bookings. We are not a party to the rental contract between you and your Guests. The accommodation, the service provided to the Guest, and all obligations arising from the stay are solely between the Owner and the Guest.

4. Your Responsibilities as an Owner

You agree that you are solely responsible for:

  • The accuracy of all booking, property, pricing, and Guest information you enter into the Platform;
  • The legality of your rental activity, including any required licences, registrations, tax obligations, and compliance with local short-term let regulations;
  • The rental agreement between you and your Guest, including its terms, enforcement, and any disputes arising from it;
  • The condition, safety, and suitability of your property;
  • Handling Guest data lawfully in accordance with applicable data protection laws (see Section 11);
  • Communicating honestly with your Guests, including providing accurate fee breakdowns and honouring the payment schedules you set.

You must not use the Platform to process payments for anything other than legitimate short-term rental bookings and related services you are authorised to offer.

5. Fees and Payments

5.1 Platform Fees

Our fees are set out on our pricing page and, at the date of these Terms, are:

  • Card and bank payments processed through Stripe: 1% of each payment processed, capped at £25 per booking.
  • Manual payments (bank transfers, cash, or other payments recorded in the Platform but not processed through Stripe): £10 per booking, invoiced quarterly.
  • Stripe processing fees are charged by Stripe in addition to our Platform fee and are payable by you.

We may vary our fees from time to time. Changes will be notified to you and will apply to Bookings created after the change takes effect.

5.2 Stripe and Payment Processing

Payments are processed through Stripe Connect. To accept payments, you must create a connected Stripe account and accept Stripe’s own terms, which you can find at https://stripe.com/legal. Stripe is an independent payment processor and is responsible for the payment processing service, including compliance with payment industry standards.

You acknowledge that:

  • Stripe may hold, delay, or reverse payments in accordance with its own terms;
  • Chargebacks, refunds, and disputes are governed by Stripe’s procedures and, ultimately, card scheme rules;
  • We collect our Platform fee via Stripe’s application fee mechanism at the point each payment is processed.

5.3 Manual Payment Invoicing

Fees for manual payments are invoiced quarterly. Invoices are payable within 14 days of issue. If an invoice remains unpaid after 14 days, we may suspend your access to the Platform until the outstanding balance is settled. We may also charge interest on overdue sums at the statutory rate under the Late Payment of Commercial Debts (Interest) Act 1998.

5.4 Refunds to Guests

Refunds to Guests are at your discretion and are your responsibility as the Owner. Where you issue a refund through Stripe, Stripe’s own refund policy determines whether processing fees are returned. Our Platform fee is non-refundable unless we agree otherwise or are required by law to refund it.

5.5 Taxes

All fees are stated exclusive of VAT or other applicable taxes, which will be added where required. You are responsible for all taxes arising from your rental activity, including income tax, VAT, and any tourist or occupancy taxes.

6. The Guest Relationship

When a Guest makes a payment through the Platform:

  • The payment is made to you, the Owner, in respect of the booking you have created;
  • We act as a technology provider facilitating the transaction; we are not the merchant of record for the rental itself;
  • Any complaint by a Guest about the property, the stay, or the rental agreement is a matter for you and the Guest to resolve.

We may communicate with Guests on transactional matters (sending confirmations, receipts, and reminders on your behalf) and for support relating to their use of the Platform.

7. Acceptable Use

You must not:

  • Use the Platform for any unlawful purpose, or to facilitate fraud, money laundering, or the evasion of taxes or regulations;
  • Misrepresent bookings, properties, fees, or Guest information;
  • Use the Platform to process payments unrelated to short-term rental activity;
  • Attempt to interfere with, reverse engineer, or disrupt the Platform or its security;
  • Upload content (including rental agreements or property information) that infringes third-party rights or is unlawful, defamatory, or offensive;
  • Use the Platform to send unsolicited marketing communications to Guests.

Breach of this section may result in immediate suspension or termination of your account and, where appropriate, reporting to relevant authorities.

8. Rental Agreements and Owner Content

Where the Platform provides tools to upload and send rental agreements to Guests, you acknowledge that:

  • You are solely responsible for the content, legality, and enforceability of any rental agreement you supply;
  • We do not provide legal advice or agreement templates;
  • The Platform facilitates delivery and electronic signature but does not guarantee that any signed agreement meets the legal formalities required in any specific jurisdiction;
  • Audit information (such as timestamps and IP addresses) is captured on a reasonable-efforts basis.

You grant us a non-exclusive, royalty-free licence to host, store, process, and transmit content you upload to the Platform solely for the purpose of providing the service.

9. Availability and Changes to the Platform

We aim to keep the Platform available at all times but do not guarantee uninterrupted access. We may carry out maintenance, suspend the service, or modify features from time to time. Where practical, we will give reasonable notice of material changes.

We may add, change, or remove features, including those described on our marketing site or in our pricing. Where changes are materially detrimental to you, we will provide reasonable notice.

10. Term and Termination

These Terms apply for as long as you hold an account with us.

You may close your account at any time. We may suspend or terminate your account:

  • If you materially breach these Terms;
  • If we are required to do so by law or by Stripe;
  • For any reason on 30 days’ written notice.

On termination:

  • Fees already incurred remain payable;
  • We will retain booking and payment records for as long as required to meet our legal, tax, and accounting obligations;
  • You should download any data you wish to retain before termination takes effect.

11. Data Protection

We process personal data in accordance with our Privacy Policy.

When you use the Platform to process Guest personal data, you are the data controller of that data and we act as your data processor in respect of Guest data processed on your behalf. You are responsible for ensuring you have a lawful basis to collect and share Guest data with us.

We determine the purposes and means of processing for our own operational data (for example, Owner account data, analytics, and fraud prevention) and are the controller in respect of that data.

Our Data Processing Addendum, available at Data Processing Addendum, forms part of these Terms and governs our processing of Guest personal data on your behalf. By accepting these Terms, you also accept the Data Processing Addendum.

12. Intellectual Property

The Platform, including all software, design, text, graphics, and trademarks, is owned by us or our licensors. We grant you a limited, non-exclusive, non-transferable, revocable licence to use the Platform in accordance with these Terms. All other rights are reserved.

You retain ownership of content you upload, subject to the licence granted in Section 8.

13. Warranties and Disclaimers

The Platform is provided on an "as is" and "as available" basis. To the fullest extent permitted by law, we disclaim all warranties, express or implied, including warranties of merchantability, fitness for a particular purpose, and non-infringement.

We do not warrant that the Platform will meet all of your requirements, be free from errors, or be available without interruption.

Nothing in these Terms excludes or limits any liability that cannot be excluded or limited under English law, including liability for death or personal injury caused by negligence or for fraud.

14. Limitation of Liability

Subject to the paragraph above:

  • We will not be liable for any loss of profits, loss of business, loss of goodwill, loss of anticipated savings, loss of data, or any indirect or consequential loss;
  • We will not be liable for any act, omission, or default of a Guest, Stripe, or any other third party;
  • Our total aggregate liability to you arising out of or in connection with these Terms, whether in contract, tort (including negligence), or otherwise, is limited to the greater of (a) £500 or (b) the total Platform fees paid by you to us in the 12 months preceding the event giving rise to the claim.

15. Indemnity

You agree to indemnify and hold us harmless from any claims, losses, liabilities, damages, costs, and expenses (including reasonable legal fees) arising from:

  • Your breach of these Terms;
  • Your rental activity, including disputes with Guests;
  • Your failure to comply with applicable laws, including tax, licensing, and data protection laws;
  • Content you upload to the Platform.

16. Changes to These Terms

We may update these Terms from time to time. Where changes are material, we will give you reasonable notice (typically by email and via the Platform). Continued use of the Platform after changes take effect constitutes acceptance of the updated Terms. If you do not accept the changes, you may close your account.

17. General

  • Entire agreement: These Terms, together with our Privacy Policy and any documents referred to in them, constitute the entire agreement between you and us.
  • Assignment: You may not assign or transfer your rights under these Terms without our consent. We may assign our rights and obligations, including in the context of a sale, merger, or reorganisation of our business.
  • Third parties: No one other than you and us has any rights to enforce these Terms under the Contracts (Rights of Third Parties) Act 1999.
  • Severability: If any provision is found to be unenforceable, the remaining provisions remain in full force.
  • No waiver: A failure to enforce any provision is not a waiver of our right to do so later.
  • Notices: We will send notices to the email address on your account. You should send notices to us at info@ownershq.com.

18. Governing Law and Jurisdiction

These Terms are governed by the laws of England and Wales. The courts of England and Wales have exclusive jurisdiction to resolve any dispute arising out of or in connection with these Terms, save that where you are based in another EU or UK jurisdiction, you may have the right to bring proceedings in your local courts under applicable consumer or small-business protection laws.