Terms of Service

Effective 24 September 2026 · Version 2026-09-24

These Terms of Service (the "Terms") govern your use of the website onwardhotel.io and the services offered on it by [Company legal name], a company registered under number [Company registration number] with its registered office at [Registered office address] ("OnwardHotel", "we", "us"). By creating an account, placing an order or otherwise using the service you agree to these Terms. If you do not agree, do not use the service.

1. The service

1.1 OnwardHotel arranges hotel reservations for customers who need proof of accommodation, for example for a visa application. On your instruction we place a reservation in your name with a hotel through our wholesale accommodation supplier (the "Supplier"), on a rate that can be cancelled free of charge, and provide you with the confirmation number and a voucher (together, the "Reservation").

1.2 Hold period. A Reservation is held for 48 hours from the moment it is confirmed (the "Hold Period"). You may extend the Hold Period once, free of charge, from your account, up to 14 days after confirmation or until shortly before the hotel's free-cancellation deadline, whichever is earlier. At the end of the Hold Period we cancel the Reservation with the hotel free of charge. If you intend to actually stay at the hotel, you must contact the hotel and arrange and pay for the stay yourself before the Hold Period ends; the price you pay us does not include any accommodation charges.

1.3 What we sell. Our fee is for arranging, holding and administering the Reservation. It is not a payment for accommodation. Room rates shown on the site are the hotel's indicative prices and are displayed for information only.

1.4 No guarantee of a visa or entry. Decisions on visas, entry and immigration are made solely by the competent authorities. We do not guarantee that any authority will accept a Reservation or grant a visa, and we give no immigration or legal advice. It is your responsibility to check the requirements that apply to you.

1.5 Third parties. Hotels and the Supplier are independent third parties. The hotel is responsible for its property, services and its own reservation records. We are responsible for placing, holding and cancelling the Reservation with reasonable care and skill.

2. Eligibility and your account

2.1 You must be at least 18 years old and able to enter into a binding contract.

2.2 An account is created automatically with the email address you use when ordering. You sign in with a one-time code sent to that email address. You are responsible for keeping access to your email account secure and for all activity under your account.

2.3 You must give accurate information. The guest name must match the traveller's passport exactly. We are not responsible for Reservations that cannot be used or verified because of inaccurate information you provided.

3. Acceptable use

You must not use the service: (a) for any unlawful, fraudulent or deceptive purpose, including to alter, forge or misrepresent a Reservation or voucher; (b) in someone else's name without their authority; (c) to make speculative or bulk reservations, resell Reservations or interfere with hotels' inventory; (d) to probe, scrape, overload or circumvent the security of the site or our suppliers' systems. We may refuse, cancel or suspend service and close accounts that breach this section, without refund where the law permits.

4. Prices, plans and payment

4.1 Single reservation: $12.00 per Reservation, charged once when you order.

4.2 Unlimited: $29.00 per month. While your subscription is active you may create Reservations at no additional charge, subject to a fair-use limit of 10 Reservations held at the same time and to section 3.

4.3 Prices are stated in US dollars and include any taxes we are required to charge, unless stated otherwise at checkout. Your bank may charge currency conversion or foreign transaction fees.

4.4 Payments are processed by Stripe Payments. We do not receive or store your full card details. By paying you also agree to Stripe's terms that apply to payment processing.

5. Subscription, automatic renewal and cancellation

5.1 Automatic renewal. Unlimited is a recurring subscription. It starts on the date of your first payment and renews automatically every month at $29.00, charged to the payment method you provided, until you cancel. The renewal date is shown in your account.

5.2 How to cancel. You can cancel at any time in your account ("Cancel plan") or through the billing portal, or by emailing [email protected]. Cancellation takes effect at the end of the current paid month; you keep Unlimited until then and you will not be charged again. We do not refund partial months except as set out in the Refund & Cancellation Policy or where the law requires.

5.3 Failed payments. If a renewal payment fails, Stripe may retry it. If payment cannot be collected, your subscription will end and your account will revert to pay-per-reservation.

5.4 Price changes. We may change the subscription price for future billing periods by giving you at least 30 days' notice by email. The new price applies from your next renewal after the notice period; you may cancel before it takes effect.

6. Delivery of the service

6.1 After your payment is confirmed we place the Reservation, usually within about a minute. The confirmation number is shown on screen and the confirmation and voucher are sent to your email. They also remain available in your account while the Reservation is held.

6.2 If the hotel or Supplier does not confirm the room you selected, we tell you on screen and by email and refund a single-reservation payment in full automatically. Unlimited members can choose another hotel at no charge.

7. Your right to cancel (consumers in the EU, EEA and UK)

7.1 If you are a consumer in the EU, EEA or UK you normally have 14 days to withdraw from a contract for services. Because a Reservation is made immediately on your request, at checkout you expressly ask us to begin performance straight away and acknowledge that you lose your right of withdrawal once the Reservation has been fully provided, which is when it is confirmed.

7.2 For Unlimited, you may withdraw within 14 days of your first payment by emailing [email protected]. If you have not used the subscription we refund you in full; if you have, we may deduct an amount proportionate to what has been provided, in line with applicable law.

7.3 This section does not affect our voluntary refund guarantee.

8. Refunds

Refunds are governed by our Refund & Cancellation Policy, which forms part of these Terms.

9. Intellectual property

The site, its content, software and branding belong to us or our licensors. You receive a limited, personal, non-transferable right to use the site and any voucher we issue for your own lawful purposes. Hotel and brand names and logos belong to their respective owners and are used for identification only; we are not affiliated with or endorsed by any hotel group unless stated.

10. Liability

10.1 Nothing in these Terms excludes or limits liability that cannot be excluded or limited by law, including for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, or your statutory rights as a consumer.

10.2 Subject to 10.1, we are not liable for: (a) decisions of any embassy, consulate, border or other authority; (b) acts or omissions of hotels or the Supplier outside our control; (c) losses caused by inaccurate information you gave us; (d) indirect or consequential loss, or loss of profit, business or opportunity, including travel costs, visa or application fees.

10.3 Subject to 10.1, our total liability arising out of or in connection with any order is limited to the amount you paid us for that order, and for Unlimited to the amount you paid in the 12 months before the event giving rise to the claim.

11. Suspension and termination

You may close your account at any time by emailing us. We may suspend or terminate your access if you breach these Terms, if required by law or by our payment or accommodation partners, or if we stop providing the service, in which case we will refund any prepaid amount for the unused period of a subscription.

12. Events outside our control

We are not responsible for delay or failure caused by events outside our reasonable control, including outages of hotel, Supplier, payment or email systems. If such an event prevents us from providing a Reservation you have paid for, we will refund you.

13. Complaints and disputes

13.1 Please contact [email protected] first; we aim to reply within 2 business days and to resolve complaints within 14 days. If you believe a payment was made in error, contact us before raising a dispute with your bank so we can resolve it quickly.

13.2 These Terms are governed by the laws of [Governing law, e.g. England and Wales]. The [Courts, e.g. the courts of England and Wales] have jurisdiction, except that consumers may also bring proceedings in the courts of the country where they live and keep the protection of the mandatory laws of that country. EU consumers can also use the EU Online Dispute Resolution platform at ec.europa.eu/consumers/odr.

14. Changes to these Terms

We may update these Terms. The version that applies to an order is the one in force when you placed it. We will give subscribers at least 30 days' notice of material changes by email.

15. General

If any provision is found unenforceable, the rest remain in effect. Failure to enforce a right is not a waiver. You may not transfer your rights under these Terms without our consent; we may transfer ours to a successor business on notice to you. These Terms, together with the policies linked from them, are the entire agreement between you and us about the service.

16. Contact

[Company legal name], [Registered office address]. Email: [email protected].