KeyZup Customer Terms of Service
| Field | Value |
|---|---|
| Version | 1.0.0 |
| Effective date | August 8, 2026 |
| Audience | Customers who use the KeyZup app or website to request locksmith, key, lock, and access-related services from independent providers |
| Acceptance method | Click-to-accept at account creation and/or before submitting a service request; continued use constitutes acceptance of the then-current version |
| Change notice | In-app notice and/or email; material changes highlighted; continued use after the stated notice period constitutes acceptance |
| Governing law | the laws of the state in which KeyZup is organized, without regard to its conflict-of-laws principles |
1. About KeyZup and these Terms
1.1 What KeyZup is. KeyZup operates a technology marketplace (the "Platform") that connects customers ("you," "Customer") who need locksmith, key, lock, vehicle-access, safe, and related services (collectively, "Services") with independent technicians and independent locksmith companies (each a "Provider"). KeyZup, Inc. and its affiliates are referred to as "KeyZup," "we," "us," or "our."
1.2 What KeyZup is NOT. KeyZup is an intermediary and technology provider only. KeyZup does not itself perform, and does not employ anyone to perform, any Services. Providers are independent third parties. KeyZup is not a locksmith, a party to the service contract between you and a Provider, or an agent of either you or any Provider.
1.3 Scope. These Terms of Service ("Terms") govern your access to and use of the Platform. Additional policies apply and are incorporated by reference, including the Direct-Payment, Cancellation & Refund Policy, the Lawful Access Authorization, the Privacy Policy, and any policy referenced in the app. If a conflict exists, the more specific policy controls for its subject matter.
1.4 Eligibility. You must be at least the age of majority in your jurisdiction and able to form a binding contract. The Platform is offered in the United States (multiple states) and Canada; availability varies by location. You are responsible for compliance with laws applicable to you.
2. The customer–provider relationship
2.1 Direct relationship. When you request and a Provider accepts a job, a direct service relationship forms between you and that Provider. The Provider — not KeyZup — is solely responsible for the performance, quality, timing, pricing, safety, workmanship, and legality of the Services.
2.2 Provider independence. Providers set their own prices, decide whether to accept or decline requests, control how the Services are performed, and use their own tools, materials, and methods. Providers are responsible for their own licences, permits, insurance, taxes, personnel, equipment, and conduct. Independent locksmith companies remain responsible for their own workers and personnel.
2.3 No endorsement or supervision. Listing, ranking, matching, or displaying a Provider is not an endorsement, recommendation, certification, or warranty of that Provider. KeyZup does not supervise or direct Provider work.
3. No guarantee of availability or outcome
3.1 KeyZup does not guarantee that any Provider will be available, will accept a request, will arrive within any particular time, or will complete any job. Matching depends on Provider availability, location, and other factors outside KeyZup's control.
3.2 KeyZup does not guarantee any service outcome, result, price, or that any lock, key, vehicle, safe, or access problem will be resolved. Time estimates and Provider information are informational and may change.
4. Verification and background checks (point-in-time only)
4.1 KeyZup may perform or arrange identity, licence, or background checks on some Providers. Any such checks are point-in-time and are not guarantees of a Provider's current status, competence, honesty, safety, licensure, or insurance. Verification badges or labels reflect information available at the time of a check and may become outdated. You are responsible for exercising your own judgment before allowing any Provider to perform work.
5. Your authority to request access work (critical)
5.1 Lawful authority required. Locksmith and access Services can grant entry to property, vehicles, and secured items. You may request Services only for property, vehicles, or items that you own or that you are lawfully authorized to access, and only for lawful purposes.
5.2 Your representations. By submitting a request you represent and warrant that (a) you have the legal right and authority to request the work; (b) you will provide truthful information and, when asked, reasonable proof of ownership, authorization, or identity; and (c) the request does not facilitate theft, trespass, stalking, unlawful eviction, or any other unlawful act.
5.3 Proof and refusal. Providers may require proof of ownership or authority and may refuse or stop work if authority is unclear or the circumstances appear suspicious. You agree to cooperate. Detailed requirements are in the Lawful Access Authorization, which you must also accept.
5.4 High-risk jobs. Certain jobs — including landlord/tenant and eviction work, disputed access, commercial premises, safes, and situations involving possible domestic conflict — carry elevated legal and safety risk. Additional evidence, cooperation, and Provider discretion apply. KeyZup and Providers may decline such jobs at any time.
6. Payment: you pay the Provider directly
6.1 KeyZup does not process your service payment. You pay the Provider directly for the Services (for example, by cash or a payment method the Provider accepts). KeyZup does not collect, hold, process, or remit the price of the Services, and KeyZup does not pay Providers for Services.
6.2 Provider controls pricing and receipts. The Provider sets the price, confirms the final amount, and is responsible for issuing any receipt or invoice and for applicable taxes.
6.3 Estimates and final-price confirmation. Any estimate shown in the app or given before work is an estimate only. Confirm the final price with the Provider before work begins. Final price may differ based on the actual job, parts, complexity, access difficulty, time, or location.
6.4 KeyZup's separate charges. KeyZup charges Providers platform fees and charges companies subscription fees. Those are separate from what you pay the Provider and are covered by the Direct-Payment, Cancellation & Refund Policy. Nothing in this section causes KeyZup to become a party to your payment to the Provider.
7. Cancellations, no-shows, and changes
7.1 Cancellation. You may cancel a request as described in the app. Cancellation windows, and any Provider cancellation charges, are set by the Provider and/or the Direct-Payment, Cancellation & Refund Policy.
7.2 No-shows. If you are not present, not reachable, or cannot provide required authority when a Provider arrives, the Provider may treat the job as a no-show. Any trip or no-show charge is a matter between you and the Provider.
7.3 Provider cancellation. A Provider may cancel or decline before or after acceptance, including for safety, authority, or capacity reasons. KeyZup will use reasonable efforts to help you find another Provider but does not guarantee a replacement.
8. Disputes with a Provider
8.1 Because the Services are provided by the Provider directly, disputes about the Services, workmanship, pricing, damage, or payment are between you and the Provider. You should first raise the issue with the Provider.
8.2 KeyZup may, at its discretion, provide limited assistance (for example, relaying messages, sharing non-confidential records, or gathering information) but does not adjudicate disputes, does not guarantee any resolution, refund, credit, or reimbursement, and is not responsible for Provider acts or omissions. See the Direct-Payment, Cancellation & Refund Policy for the limited role KeyZup may play.
9. Safety and emergencies
9.1 The Platform is not an emergency service. If you are in danger, locked in a hot vehicle, with a child or pet at risk, facing a medical emergency, or otherwise in an urgent safety situation, call 911 (US) / 911 (Canada) or your local emergency number immediately. Do not rely on the Platform or a Provider's arrival time for emergencies.
9.2 You are responsible for your own safety when interacting with Providers, including verifying identity on arrival and staying with valuables and, where relevant, other people.
10. Communications, messages, and images
10.1 The Platform may let you and Providers exchange messages, photos, location, and job details. You are responsible for what you send. Do not send unlawful, harassing, deceptive, or infringing content, and do not share images of people, documents, or property that you lack the right to share.
10.2 KeyZup may store, transmit, and use communications and images to operate the Platform, support disputes, ensure safety and compliance, and as described in the Privacy Policy. KeyZup may access and review communications for safety, fraud, legal, and policy purposes.
11. Prohibited conduct
You agree not to: (a) request or facilitate unlawful access, theft, trespass, stalking, or unlawful eviction; (b) misrepresent ownership, authority, or identity; (c) harass, threaten, discriminate against, or endanger any Provider or person; (d) circumvent, defraud, or manipulate the Platform, fees, ratings, or verification; (e) use the Platform for any unlawful purpose; (f) scrape, reverse engineer, disrupt, or overload the Platform; or (g) infringe others' rights. Violations may result in suspension or termination and may be reported to authorities.
12. Account suspension and termination
12.1 You may stop using the Platform at any time. KeyZup may suspend, restrict, or terminate your access, with or without notice, for suspected unlawful activity, safety concerns, fraud, misuse, breach of these Terms, or as required by law.
12.2 Suspension or termination does not relieve you of obligations that by their nature survive, including payment obligations owed to a Provider and Sections 5, 6, 8, 9, 13–18.
13. User content
13.1 You retain ownership of content you submit (reviews, photos, messages, "User Content"). You grant KeyZup a worldwide, non-exclusive, royalty-free, sublicensable licence to host, store, use, reproduce, display, and distribute User Content to operate, promote, and improve the Platform and to support safety, disputes, and legal compliance.
13.2 You represent that you have the rights to your User Content and that it does not violate law or third-party rights. KeyZup may remove content that violates these Terms or applicable policies.
14. Intellectual property
The Platform, including software, text, graphics, logos, and trademarks, is owned by KeyZup or its licensors and is protected by law. KeyZup grants you a limited, revocable, non-exclusive, non-transferable licence to use the Platform for its intended purpose. No other rights are granted.
15. Disclaimers
15.1 The Platform is provided "as is" and "as available." To the maximum extent permitted by law, KeyZup disclaims all warranties, express or implied, including merchantability, fitness for a particular purpose, non-infringement, and any warranty arising from course of dealing or usage.
15.2 KeyZup does not warrant that the Platform will be uninterrupted, secure, or error-free, or that any Provider or Service will meet your expectations. KeyZup makes no warranty regarding any Provider or the Services, which are provided solely by the Provider.
15.3 Some jurisdictions do not allow certain warranty exclusions, so some of the above may not apply to you as provided by the laws applicable to your jurisdiction.
16. Limitation of liability
16.1 To the maximum extent permitted by law, KeyZup and its affiliates, officers, employees, and agents will not be liable for indirect, incidental, special, consequential, exemplary, or punitive damages, or for lost profits, data, goodwill, or property damage, arising out of or relating to the Platform, your use of it, or any Service or Provider, even if advised of the possibility.
16.2 To the maximum extent permitted by law, KeyZup's total aggregate liability arising out of or relating to the Platform and these Terms is limited to the greater of (a) the total platform fees KeyZup actually received attributable to your relevant request(s), or (b) the minimum amount, if any, required for this limitation to be enforceable under applicable law.
16.3 This section does not exclude or limit liability that cannot lawfully be excluded or limited (for example, certain liability for gross negligence, willful misconduct, or as otherwise required by applicable law). Nothing in these Terms disclaims liability KeyZup is legally required to bear as provided by the laws applicable to your jurisdiction. These limits are a fundamental basis of the bargain.
17. Indemnification
To the extent permitted by law, you agree to indemnify and hold harmless KeyZup and its affiliates from third-party claims, losses, and reasonable expenses (including reasonable legal fees) arising out of (a) your breach of these Terms or the Lawful Access Authorization; (b) your lack of authority to request Services; (c) your misuse of the Platform; or (d) your unlawful conduct. KeyZup may assume the defense of any matter subject to indemnity; you will cooperate.
18. Governing law and dispute resolution
18.1 Governing law. These Terms are governed by the laws of the state in which KeyZup is organized, without regard to its conflict-of-laws principles, and subject to any mandatory consumer-protection law of your home jurisdiction.
18.2 Dispute resolution. Any dispute arising out of or relating to these Terms that is not resolved informally will be resolved under the governing law identified above and through the dispute-resolution options available under the laws applicable to your jurisdiction.
18.3 Informal resolution first. Before starting any formal proceeding, you agree to contact KeyZup and attempt in good faith to resolve the dispute for a reasonable period.
19. Electronic communications consent
You consent to receive communications from KeyZup electronically (in-app, email, SMS/push where you opt in), and you agree that electronic agreements, notices, disclosures, and records satisfy any legal requirement that they be in writing. Message/data rates may apply. You may withdraw consent for non-essential messages as described in the app; some transactional or safety communications are necessary to use the Platform.
20. Changes to these Terms
KeyZup may update these Terms. We will post the updated version with a new effective date and provide notice of material changes as described above. Changes are not retroactive. If you do not agree to a change, stop using the Platform before it takes effect.
21. Miscellaneous
Entire agreement; severability (if a provision is unenforceable, the rest remains in effect); no waiver; assignment (you may not assign without consent; KeyZup may assign to an affiliate or successor); no third-party beneficiaries except as stated; force majeure; survival of Sections 5, 6, 8, 9, and 13–21. Contact: support@keyzup.com.