Frequently Asked Questions

About Pitchup.com

  • How did my site end up on Pitchup.com? How do I remove my listing?
  • How do I contact you with other questions?
  • What can Pitchup.com do to generate more business for my site?
  • How does the booking system work?
  • How many vacancies should I allocate to Pitchup.com?
  • How much should I charge Pitchup.com customers?
  • I am VAT registered in the UK, how do I account for VAT on Pitchup.com bookings?
  • I would like to list my non-UK campsite/holiday park on Pitchup.com without taking bookings. Can I do this?
  • We are not based in the UK. How do I account for sales tax on Pitchup.com bookings?
  • What is your commission?
  • Who is Pitchup.com Ltd?

Booking questions

  • A customer wants to change or cancel a booking - how do I do this?
  • Can I stop last-minute bookings?
  • How can I avoid double bookings?
  • How do I integrate with Pitchup.com?
  • How do we find out about bookings?
  • What do I do if I have a double booking?
  • What is the flagging system?
  • When can I collect the balance?
  • When do I need to refund the Pitchup.com deposit?

Data protection

  • What will you do with my personal (manager) details?
  • I don't want to receive communications from Pitchup.com – how do I stop them?
  • What are you going to do with the information I provide?

Listing questions

  • How long will it take before the information is updated on the website?
  • Can I copy booking confirmations to another email address?
  • Can I display the Pitchup.com availability calendar on my website?
  • Can I set up a separate family rate?
  • Can I set up additional users with access restricted to the booking tab only?
  • Can I set up pitches with optional electric hook-up?
  • Can you add additional award schemes to your list?
  • How can I add extras?
  • How can I change my description or local attractions boxes?
  • How can I improve my ranking and results from Pitchup.com?
  • How do I add photos of my pitches/accommodation?
  • How do I maintain my allocation?
  • How do I maintain my prices?
  • How do I set up a special offer?
  • How is the Overall rating score for my site/park calculated?
  • I only accept adults on my site/park. How can I set this up?
  • I've forgotten my password
  • I've got restrictions about who and what I allow on my site. Can I enforce this on Pitchup.com?
  • My broadband connection is poor, how can I improve it?
  • My opening times change each year, and some accommodation types open longer than others. How can I show this?
  • My tariff involves short breaks, weekly stays and/or variable nightly rates - how do I set this up?
  • What are your “official ratings” and “Customer ratings” for campsites and parks based upon?
  • What is a 'charge type'?
  • What is a 'pitch type'?
  • You’ve got the wrong sites listed against my email address – how can I correct this?

Payup

  • About Payup
  • Can I levy a supplement for credit/debit cards using Payup?
  • Can you take an additional deposit or balance upfront?
  • How can I contact Stripe?
  • How can I reconcile my balance payments with my Stripe transfers?
  • How can a customer change their payment method before the balance due date?
  • How do I manage Payup?
  • How do I sign up to Payup?
  • How do I switch off Payup? What will this mean for my bookings?
  • How does Payup work?
  • How does a Payup transaction appear to customers?
  • How much does Payup cost?
  • How will I know when a payment has been made? Can I sign up for alerts?
  • How will Payup help me?
  • How will Payup work for me if my payment terms are set to 'immediately'?
  • I am using Payup: will my customers be warned before payment is taken?
  • I can see a customer's charge failed in my Stripe dashboard, but received no email alert. Why has this happened?
  • I have more than one listing, how do I sign them all up to Payup?
  • I need to prevent a balance payment happening on the due date. How can I do this?
  • I'd like Payup payments to go to different bank accounts for each of my listings. How can I set that up?
  • I've signed up to Payup: what do I do now?
  • We are not based in the UK. How do I account for sales tax on Pitchup.com bookings?
  • What does the 'Balance status' column mean in my 'Bookings' tab?
  • What happens if I need to cancel, refund or modify a booking?
  • What happens if the customer's booking is too late to meet either of my payment options?
  • What if a customer’s card gets declined when their balance is due?
  • What payment methods can be used for Payup?
  • When will I receive my payments?
  • Where can I find the Booking ID within my Stripe account?
  • Who are Stripe?
  • Who is responsible for my payments?
  • Why has Pitchup.com developed Payup?
  • Why is there a payment failure in my Stripe account for a booking I haven't received?
  • Will Payup work for me if I have different payment rules for each type of accommodation?
  • Will the Payup payment system apply to bookings made before I signed up?

Reviews

  • How is the Overall rating score for my site/park calculated?
  • How should I respond to a review for my site/park?
  • I have reviews, but no review score is showing at the top of my listing
  • My site has received a negative review. How can I remove it?
  • There’s been a major development at my site/park. Can the reviews left prior to this be removed?