Acceptable Use & Communications Policy
| Field | Value |
|---|---|
| Version | 1.0.0 |
| Effective date | August 8, 2026 |
| Audience | All KeyZup users — customers, independent technicians, and locksmith companies (and their team members) |
| Acceptance method | Accepted at account registration and by continued use of any messaging or communications feature; incorporated by reference into the KeyZup Terms of Service |
| Change notice | Material changes announced in-app and/or by email at least 30 days before they take effect, where required |
| Governing law | the laws of the state in which KeyZup is organized, without regard to its conflict-of-laws principles |
0. Feature availability
This policy applies to KeyZup's messaging and communications features (customer/job conversations, company team messages, nearby-technician help requests, KeyZup Support chat, image sharing, and portfolio photos). Where a feature is not available to you, the corresponding rules apply once it becomes available to you.
1. Purpose and scope
KeyZup operates a technology marketplace that connects customers with independent locksmith technicians and locksmith companies. This policy governs communications and content that pass through KeyZup's platform, which may include:
- Customer/job conversations between a customer and a provider about a specific request or job.
- Company team messages among members of a locksmith company's account.
- Nearby-technician help requests where a technician asks for assistance.
- KeyZup Support conversations with our team.
- Images shared in conversations and portfolio photos attached to a provider profile.
KeyZup is an intermediary. We do not perform locksmith services and do not employ technicians. This policy sets the rules for using our communications tools; it does not make KeyZup a party to the underlying service relationship between customers and providers.
2. Prohibited conduct and content
You must not use any KeyZup communications feature to send, post, request, or facilitate any of the following:
- Harassment — repeated, unwanted, abusive, or targeted contact intended to intimidate, degrade, or distress another person.
- Threats and violence — threats of harm, incitement of violence, or content that promotes harm to any person or property.
- Discrimination — content or conduct that harasses or discriminates against a person based on race, color, religion, national origin, sex, gender identity, sexual orientation, age, disability, or any other characteristic protected by applicable law.
- Spam and bulk solicitation — unsolicited advertising, chain messages, mass or automated messaging, or bulk solicitation of users for goods, services, or platforms unrelated to a legitimate job.
- Publicly sharing access codes — disclosing lock codes, key codes, alarm codes, safe combinations, gate codes, or similar access credentials outside of a specific, authorized job conversation with the party entitled to them. Access credentials must never be posted to portfolios, broadcast requests, or any shared/public surface.
- Illegal services — offering, requesting, or coordinating unlawful entry, theft, circumvention of lawful access controls, or any service that violates applicable law.
- Payment fraud — chargeback fraud, off-platform payment schemes intended to evade obligations, fake invoices, deceptive pricing, or any attempt to defraud another user or KeyZup.
- Sexually explicit content — pornographic or sexually explicit material, or sexual solicitation.
- Malware and harmful files — viruses, malware, or files intended to disrupt, damage, or gain unauthorized access to systems or data.
- Impersonation — pretending to be another person, company, KeyZup, or a KeyZup representative, or misrepresenting your affiliation or credentials.
- Misuse of customer information — using contact details, addresses, access information, or other personal information obtained through the platform for any purpose other than completing the job to which it relates, or retaining/sharing it beyond what that job requires or the law permits.
This list is illustrative, not exhaustive. KeyZup may treat other conduct that is unlawful, deceptive, or harmful to users or the platform as a violation.
3. Blocking and reporting
Where these features are available, you can block another user to stop further contact and report a message, image, profile, or conversation for review. Reports should include enough detail for us to locate the content. Submitting knowingly false reports is itself a violation of this policy.
4. Moderation
KeyZup may, but is not obligated to, review, moderate, restrict, remove, or refuse content and may limit, suspend, or terminate access to communications features or accounts for violations. KeyZup does not monitor communications in real time and does not guarantee that any content will be reviewed. Absence of moderation action is not approval of content. Actions we may take include content removal, warnings, feature restrictions, and account suspension, consistent with the Terms of Service.
5. Retention
Communications and shared images may be retained for a period consistent with our data-retention practices to operate the service, support users, resolve disputes, enforce this policy, and comply with legal obligations. Specific retention periods are set out in the Privacy Policy and the Data Retention & Deletion Policy. Blocking or deleting a conversation on your device may not delete all associated records held for these purposes.
6. Disclosure for safety and legal requests
KeyZup may access, preserve, and disclose communications and related information where we believe in good faith it is reasonably necessary to: (a) comply with a valid legal process or lawful request; (b) enforce our Terms and policies; (c) detect, prevent, or address fraud, security, or technical issues; or (d) protect the rights, property, or safety of users, the public, or KeyZup, including responding to an emergency involving a risk of harm. Disclosures are handled under our lawful-access and privacy procedures.
7. No guarantee of monitoring
KeyZup provides communications tools "as available." We do not guarantee that we will detect, review, or act on any particular message or report, and we are not responsible for the content or conduct of users. Providers are independent and are solely responsible for their own communications and conduct.
8. Emergency-services notice
KeyZup is not an emergency service. Do not use KeyZup communications to report emergencies or to request emergency assistance. If you are in danger or believe a crime is in progress, or if there is a medical or safety emergency, contact your local emergency services (for example, 911 in the United States or 911 in Canada) or the appropriate local authorities immediately.
9. Enforcement
Violations may result in content removal, feature restriction, account suspension or termination, and, where appropriate, referral to law enforcement. Enforcement decisions are made at KeyZup's discretion and do not limit any other rights or remedies available to KeyZup or affected users.