Terms of service

This is the agreement between PitchDesk and you, the campsite owner. It is written to be read, so please do.

Last updated 21 August 2026.

1. Who we are

PitchDesk is booking software for UK campsites, caravan parks, certificated locations and glamping sites. In these terms "we", "us" and "our" mean PitchDesk, [LEGAL ENTITY TO BE CONFIRMED], and "you" and "your" mean the business that holds the PitchDesk account.

You can reach us at hello@pitchdesk.co.uk. That address is also where legal notices should go.

These terms, together with our acceptable use policy, our privacy notice and the data processing agreement, form the whole agreement between us. By creating an account you accept them.

2. What PitchDesk is, and what it is not

This is the most important section in this document, so it comes early.

PitchDesk supplies software. You use it to show your availability, take bookings and collect payment. When a camper books with you:

• The contract for the stay is between the camper and you. It is not with us.
• Your own booking terms and your own cancellation policy govern that stay, not ours.
• The payment is a charge on your Stripe account. The money goes to your bank, not via ours. We take no commission and no application fee, ever.
• You are the merchant of record. That means refunds, chargebacks, disputes and consumer law obligations for that booking sit with you.

We are not your agent. We do not sell pitches. We do not act as a travel agent, tour operator, package organiser or intermediary, and we do not hold client money. We are not a party to any booking made through the software, and nothing in these terms or on our website should be read as saying otherwise.

3. Your account

To open an account you must be at least 18 and acting for a business. Because you are acting in the course of a business, the consumer protection rules that would apply to a private individual buying software do not apply to this agreement between us. They do still apply to your campers, and that is covered in sections 7 and 8.

Give us accurate details and keep them up to date. Keep your password to yourself. Anything done by someone using your login counts as done by you, so if you share access with a warden, a family member or a bookkeeper, that is your call and your responsibility. Tell us at once if you think someone else has got into your account.

One account covers one business. You can run more than one site from it.

4. Your free trial

Your first 30 days are free. You get the whole product, not a cut down version, and you can take real bookings and real money during it.

We will email you three days before the trial ends. If you have added a card, the first payment is taken on the day the trial ends. If you have not added a card, your booking pages stop taking new bookings and your account becomes read only until you add one. Nothing is deleted at that point, and bookings you have already taken are unaffected.

One free trial per business. If you close an account and open another to start a second trial, we may charge from day one.

5. What it costs and how you pay

PitchDesk is £7.99 a month, including VAT. That is the whole price. It does not go up with the number of pitches you have, the number of bookings you take or the money you take.

• Payment is monthly in advance, on the anniversary of the day your trial ended.
• It is a rolling monthly agreement. There is no minimum term and no exit fee.
• We collect it by card through Stripe. Your subscription is charged on our own Stripe account, which is a separate thing entirely from the connected account your guests pay into.
• A VAT receipt is available in your account after every payment.

If a payment fails we will email you and try again over the following days. If it still has not gone through 14 days after the due date we may make your account read only until it is paid. Your data and your existing bookings are not deleted while that is happening.

If we change the price we will tell you by email at least 30 days before it takes effect. If you do not want to pay the new price, cancel before it starts and you will not be charged it.

6. Connecting your Stripe account

To take payment you need your own Stripe account, connected to PitchDesk. Stripe's own agreement is between you and Stripe, and we are not part of it. Their fees are theirs and are taken from your payments by them, not by us.

Charges made through PitchDesk are direct charges on your connected account with no application fee. Payouts go to the bank account you give Stripe, on the schedule you set with Stripe.

Stripe decides who it will do business with. If Stripe asks you for verification documents, holds a payout, restricts your account or closes it, that is a matter between you and Stripe. We cannot overturn it and we are not liable for it. We will help you understand what has happened where we can.

If you disconnect Stripe, or Stripe stops your account working, PitchDesk can no longer take payment for you. Your booking pages will say so rather than pretend to take a payment that cannot happen.

7. What you are responsible for

You run the campsite. That means all of the following are yours:

• Your prices and your availability. If you publish the wrong price or leave a pitch open that is not, you deal with the consequences with the camper.
• Your booking terms and your cancellation policy. You write them, you show them at the point of booking, and you apply them. We store the version the camper agreed to so you can both see what was accepted and when.
• Keeping your written policy and your ladder saying the same thing. Your cancellation ladder is the money term. It is the structured scale you set, it is what the guest is shown in actual pounds on actual dates, and it is what the refund is worked out from. The words you write alongside it are for everything the ladder cannot say: how to tell you, who to ring, what happens to a pitch you have to close. If your words promise something the ladder does not do, the ladder is what happens, and under sections 68 and 69 of the Consumer Rights Act an ambiguity is read against you. So do not write money into the free text.
• Honouring the booking. If you cannot take a guest you have confirmed, sorting it out is yours.
• Refunds and chargebacks. Money you took, money you give back. We can trigger a refund through your Stripe account when you ask us to, but the decision and the liability are yours.
• Consumer law. Your campers are almost certainly consumers, so the Consumer Rights Act 2015, the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 and the Digital Markets, Competition and Consumers Act 2024 all apply to what you sell them. An unfair term in your terms is not binding on the guest, whatever they ticked. We have written a plain guide to what that means for your terms, including thirteen clauses that turn up on campsite websites and will not hold. Read it before you write your cancellation policy. PitchDesk is built so the defaults are defensible, but the terms are yours and complying is yours.
• Tax. Your VAT position, your income and corporation tax, your business rates and any tourist or visitor levy that applies where you are.
• Licences and safety. Your site licence, your planning conditions, your fire risk assessment, your health and safety, your insurance.
• Your guests' personal data. You are the data controller for it. See section 11.

8. Things the software will not let you do

Some of consumer law is not advice we can give you and then leave alone, because getting it wrong makes your booking unenforceable and takes our product down with it. Those parts are built in and are not settings.

• The price shown includes everything a guest must pay. Section 230(4) of the Digital Markets, Competition and Consumers Act 2024 defines the total price as including every fee, tax or charge the consumer necessarily incurs. So PitchDesk always shows the total for the whole stay for the party entered, with the per night figure derived from it. There is no way to display a bare "from" price, and there will not be.
• The payment button says what it costs. Regulation 14(4) of the 2013 Regulations requires an unambiguous payment formulation, and regulation 14(5) says that if you get it wrong the consumer is not bound by the booking at all. Depending on how you take money, the button reads "Pay £21.00 now and book" or "Pay £84.00 and book", with the figures being this booking's own. Where you hold a card and take nothing at the time, it reads "Confirm card and book", and the line directly beneath it says what is payable and when. The summary of what is being bought sits immediately above the button rather than behind a link.
• Optional extras start unticked. Regulation 40 says consent cannot be inferred from an unchanged default, and an extra charged without express consent is repayable. There is no setting to pre-select one.
• Money paid at booking is a payment on account, not a non-refundable deposit. CMA37 of 22 July 2026, at paragraph 6.62, says a genuinely non-refundable deposit will not normally be more than a small percentage of the price. So we take your payment at booking as a payment towards the price and credit it against your cancellation ladder, and we do not use the words "non-refundable deposit" anywhere in the product. You should not either.
• Your cancellation ladder has bounds, and it is the policy, not your prose. You choose the numbers, within a range. A ladder that refunds more the later somebody cancels is corrected rather than obeyed, because otherwise it pays a guest to cancel late. A full refund when you cancel the booking is locked and cannot be edited, because without that reciprocity the rest of the ladder is very hard to defend. The refund a guest actually receives is computed from the ladder, and the ladder in force is stored with the booking, so what was shown and what is enforced are the same thing.
• Cancelling never leaves a guest owing money. Where your ladder would retain more than the guest has actually paid, we keep what they paid and stop. Turning a cancellation into an invoice is the sort of disproportionate charge Schedule 2 paragraph 6 of the Consumer Rights Act catches, and it is not something a booking system should issue on your behalf. Pursuing a genuine loss beyond that is your decision to take, not an automatic consequence of the software.
• A failed balance payment never forfeits more than a cancellation would have. If a balance fails and the booking is eventually cancelled for non-payment, the most that is kept is what a voluntary cancellation on the balance due date would have cost.
• You cannot exclude liability for death or personal injury. Section 65 of the Consumer Rights Act blacklists it. The software will not carry such a term and neither will ours.

Everything else about your terms is yours. The free text you write for arrival instructions and site rules is not policed. What we will not do is let a free text box drive the refund arithmetic, because that is how a site ends up with a clause it cannot enforce.

9. What we are responsible for

We will supply the service with reasonable care and skill, as section 13 of the Supply of Goods and Services Act 1982 requires.

We aim to keep PitchDesk available all the time and we design it to stay up, but we do not promise uninterrupted service and we do not offer a service level agreement with credits. Things we depend on, including Cloudflare, Stripe and our email provider, can fail without warning.

Where we need to take the service down for planned work we will do it at a quiet time and tell you first if it will be noticeable. Urgent security work may have to happen without notice.

We keep backups and we can restore the database, but you should still export your bookings from time to time. Your data is yours and you can export it whenever you like.

Support is by email at hello@pitchdesk.co.uk. We answer on working days and we answer properly. We do not run a phone line.

10. Acceptable use

Our acceptable use policy is part of these terms. Breaking it is a breach of this agreement.

11. Data protection

Two different relationships run side by side, and it matters which is which.

• For your own account data, meaning your name, your email address, your login and your billing record, we are the controller.
• For your campers' booking data, meaning who is coming, when, on what pitch and how to contact them, you are the controller and we are your processor. We only handle it to run the service for you.

Our data processing agreement sets out the Article 28 terms you need for that second relationship, and it applies automatically. You do not have to sign anything separately, although we will sign a copy if your own compliance process needs one. Our privacy notice explains both sides in plain English.

12. Who owns what

We own PitchDesk: the software, the design, the name and everything else we made. You get a non-exclusive, non-transferable licence to use it while your account is active. You may not copy it, take it apart, resell it or build a competing product out of it.

You own your content: your site details, your photos, your pitch names, your prices, your terms and your bookings. You give us permission to store, copy and display that content only as far as we need to in order to run the service for you, including showing it on your own booking page. That permission ends when your account does.

You confirm you have the right to use the photos and text you upload.

13. Cancelling, and what happens next

Cancel any time from your account settings. No phone call, no notice period, no retention offer.

Here is exactly what happens.

• You keep full access until the end of the month you have paid for. We do not refund part months.
• Bookings you have already taken are not cancelled. The contracts are between you and your campers, and money already taken is already in your Stripe account.
• Automatic balance collection stops when your access does. If you have bookings with a balance still to come off a card, collect it yourself through Stripe, or arrange it with the camper. We will list any affected bookings for you before your access ends.
• Your booking page and any embedded widget stop taking new bookings and say that online booking has closed. They do not show an error page to your customers.
• Export your data before you go. Bookings, guests and payments all export to CSV.
• We keep your data for 30 days after your access ends, in case you come back or need an export. After that we delete it, and backups roll off within a further 35 days. Billing records are kept for six years because tax law requires it.

You can ask us to delete everything sooner and we will.

14. When we can suspend or close an account

We can suspend or close your account if you break these terms or the acceptable use policy in a serious way, if you do not pay, if we are required to by law, or if what you are doing puts the service or other customers at risk.

Except where the problem is urgent or unlawful, we will tell you what is wrong and give you a reasonable chance to put it right first. If we close your account we will give you a way to export your data unless we are legally barred from doing so.

15. Limits on our liability

Nothing in this agreement limits or excludes our liability for:

• death or personal injury caused by our negligence;
• fraud or fraudulent misrepresentation;
• anything else that cannot lawfully be limited or excluded.

Subject to that:

• We are not liable for loss of profit, loss of business, loss of revenue, loss of anticipated savings, loss of goodwill, or any indirect or consequential loss, however it arises.
• We are not liable for bookings you lose, take twice or price wrongly as a result of your own settings, your own prices or your own availability.
• We are not liable for the obligations you owe your campers, including refunds, chargebacks and compensation, because we are not a party to those contracts.
• We are not liable for acts or omissions of Stripe, Cloudflare, your bank, your card issuer or your internet connection.
• Our total liability to you for everything arising out of or in connection with this agreement in any twelve month period is limited to the greater of £100 and the total fees you paid us in the twelve months before the claim arose.

That cap is low, and it is low on purpose, because the price is £7.99 a month and the software is not insurance against your business risk. If that is not enough cover for you, price it into your own insurance rather than assume it sits with us.

You should carry your own business insurance. PitchDesk is not a substitute for it.

16. Things neither of us can control

Neither of us is in breach of this agreement for a delay or failure caused by something outside our reasonable control, including a failure of the internet or a hosting provider, a power cut, a flood, a fire, a strike, an epidemic, or an act of government. If it goes on for more than 30 days, either of us can end the agreement by writing to the other.

17. Changes to these terms and to PitchDesk

We may change these terms. If a change matters to you we will email you at least 30 days before it takes effect, and the date at the top of this page will change. Carrying on using PitchDesk after that date means you accept the new version. If you do not, cancel before it starts.

We may also change the software. Most changes add things. If we have to remove or materially reduce something you rely on, we will give you at least 30 days notice where we reasonably can, and tell you what to do instead.

18. Complaints

Email hello@pitchdesk.co.uk with what went wrong. We will acknowledge it within one working day and give you a proper answer within ten. If you are still not happy, say so and it will be looked at again by someone who has not seen it before.

19. General

These terms, with the documents they refer to, are the whole agreement between us on this subject, and they replace anything said before.

You may not transfer your rights under this agreement without our written consent. We may transfer ours if the business is sold, and we will tell you if that happens.

Nobody who is not a party to this agreement has any right to enforce it under the Contracts (Rights of Third Parties) Act 1999.

If a court finds part of this agreement unenforceable, the rest still stands.

If either of us does not enforce a right straight away, that does not mean it has been given up.

Notices to us go to hello@pitchdesk.co.uk. Notices to you go to the email address on your account, so keep it current.

Nothing in this agreement makes either of us the other's partner, employee or agent.

20. Governing law

This agreement and any dispute arising out of it are governed by the law of England and Wales, and the courts of England and Wales have exclusive jurisdiction.

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The rest of the small print

• Privacy notice
• Data processing agreement
• Security
• Acceptable use
• Your guests and the law

Questions about any of this go to hello@pitchdesk.co.uk and a person will answer.