Frequently Asked Questions

Approvals Process

The approvals process is simple to set up, enabling you to take full control over which services you can fulfil.

Step 1    ⤏

Guest Makes Request

Your guest books & pays for a service via the tablet.

Step 2    ⤏

Approve or Decline

You action the request in the dashboard, or via email.

Step 3    ⤏

Payment & Refunds

Payment is approved or declined.

Step 1

Guest Makes Request

Once you have published a service that requires approval, your guests will be able to start placing requests. Both you and your guest are notified by email when a service is requested; the email to you will allow you to review/action the request, the email to guest summarises their order.

Step 2

Approve or Decline

You can action pending requests from the email notification, or from your account in the dashboard. If you do not respond to a request, the order will automatically be declined (you choose how long this takes).

Step 3

Payments

Payment is taken when a request is accepted; if declined, the payment is returned to the guest. All parties are notified by email when an order status is updated. If you wish to cancel and/or refund an order, please contact a member of the team.

Fulfilment

You are fully responsible for the fulfilment of all orders made from properties on your account. For more information, please view our Terms & Conditions.

Processing Fee

YourWelcome charges a 10% fee on payment for services, this fee includes all payment provider charges.

Payment Provider

Unless stated otherwise, all direct payments via the YourWelcome platform are powered by Stripe.

Stripe accepts all major credit cards and is PCI/DSS compliant. No sensitive data hits our servers – all payment information is handled by Stripe’s system.

Refunds & Cancellation

If you wish to cancel an order, or make a full or partial refund, please contact the YourWelcome support team. Refunds can take between 5-10 days to complete.

YourWelcome accepts all major credit cards.