KeyZup Direct-Payment, Cancellation & Refund Policy
| Field | Value |
|---|---|
| Version | 1.0.0 |
| Effective date | August 8, 2026 |
| Audience | Customers, independent technicians and locksmith companies (Providers), and subscribing companies |
| Acceptance method | Incorporated by reference into the Customer Terms of Service and the Provider/Company agreements; click-to-accept |
| 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. Purpose and key principle
1.1 This policy explains who is paid, by whom, and how refunds and cancellations work across three separate money flows. These flows are legally and operationally distinct and must not be conflated.
1.2 Key principle — KeyZup does not process your service payment. The price you pay for locksmith Services is paid directly to the Provider. KeyZup does not collect, hold, escrow, process, or remit that money, and KeyZup does not pay Providers for Services. KeyZup's only charges are provider platform fees and company subscriptions, described below.
2. The three money flows
| Lane | Who pays | Who receives | What it is | Does KeyZup process it? |
|---|---|---|---|---|
| (A) Service payment | Customer | Provider (technician/company) | Price of the actual locksmith Services | No. Paid directly to the Provider, outside KeyZup. |
| (B) Provider platform fees | Provider | KeyZup | Per-job or usage platform fee, funded from the provider wallet | Yes. This is a KeyZup charge to the Provider. |
| (C) Company subscription | Company | KeyZup | Recurring subscription for company accounts | Yes. This is a KeyZup charge to the company. |
3. Lane A — Direct customer-to-provider service payment
3.1 Direct payment. You pay the Provider directly using a method the Provider accepts (for example, cash or the Provider's own payment method). KeyZup is not a party to this payment.
3.2 Provider controls method and receipt. The Provider decides which payment methods it accepts and is responsible for issuing the receipt or invoice and for handling applicable taxes. Ask the Provider for a receipt.
3.3 Confirm the price first. Any in-app estimate is informational only. Confirm the final price with the Provider before work begins. The final price is set by the Provider.
3.4 Service-payment disputes stay between customer and Provider. Disputes about the service price, quality, workmanship, damage, or refunds of the service payment are between you and the Provider. KeyZup does not process the payment and therefore cannot issue a refund of a service payment it never received. KeyZup may, at its discretion, assist (for example, by relaying messages or sharing non-confidential records) but does not adjudicate the dispute and does not guarantee any refund, credit, or reimbursement.
4. Lane B — Provider platform fees and the wallet
4.1 What the wallet is. Providers maintain a KeyZup wallet that funds KeyZup's platform fees. The wallet is for fees, not earnings — it is not a place where customer service payments are received, held, or paid out. KeyZup does not deposit Service earnings into the wallet.
4.2 How fees are charged. KeyZup charges the Provider a platform fee per the applicable fee schedule; the fee is drawn from the provider wallet. Wallet top-ups, balances, and fee triggers are described in your billing settings and the Provider agreement.
4.3 Fee disputes. Disputes about a platform fee are between the Provider and KeyZup and are handled under the Provider agreement and Lane B rules below.
5. Lane C — Company subscriptions
5.1 Companies pay KeyZup a recurring subscription for company accounts. Subscription pricing, term, renewal, and billing dates follow the company agreement and order form. Subscription refunds/credits follow Lane C rules below.
6. Refund and cancellation rules
The rules below state how each money flow is handled. Because KeyZup does not process service payments, service-payment outcomes (Lane A) are resolved directly between the customer and the Provider. Provider platform fees (Lane B) and company subscription fees (Lane C) follow KeyZup's billing terms as described in your billing settings and the applicable Provider or company agreement, and any eligible credit or reversal is applied within a reasonable period.
6.1 Lane A — Customer↔Provider service-payment disputes
Because KeyZup does not process the service payment, KeyZup does not issue service refunds. The outcomes below describe who to look to, not a KeyZup payout.
| Situation | Rule |
|---|---|
| Canceled before acceptance | No service payment is due; nothing owed to the Provider unless separately agreed. |
| Provider cancellation | No service payment for undone work; any resolution (e.g., partial charge already paid) is between you and the Provider. KeyZup may help rematch. |
| Customer no-show | Any trip/no-show charge is set and collected by the Provider directly; not processed or refunded by KeyZup. |
| Expired request (no Provider accepted) | No service payment due; no service refund because none was paid. |
| Incomplete job | Price/partial-refund for incomplete work is negotiated between you and the Provider; raise with the Provider first. KeyZup may assist, no guarantee. |
| Safety/authority refusal | If a Provider lawfully refuses (see Lawful Access Authorization), no service is rendered; any pre-paid amount is a matter between you and the Provider. |
| Chargeback | Any card chargeback on a service payment is between you, the Provider, and the Provider's payment method — KeyZup is not the merchant of record for the service payment. |
| Discretionary goodwill | KeyZup has no obligation to reimburse a service payment; any goodwill gesture is discretionary and not an admission of liability. |
6.2 Lane B — KeyZup provider platform fees (wallet)
These are KeyZup's charges to the Provider and can be refunded/credited to the wallet where a fee should not have applied.
| Situation | Rule |
|---|---|
| Canceled before acceptance | Platform fee not charged, or reversed to wallet if the fee triggers only on acceptance/completion. |
| Provider cancellation | Fee treatment depends on trigger; if charged, eligible for wallet credit where the job did not proceed. |
| Customer no-show | Fee may be waived or credited to wallet where the job could not proceed through no fault of the Provider. |
| Expired request | No platform fee; reverse to wallet if pre-authorized. |
| Incomplete job | Fee treatment per fee schedule and completion definition; wallet credit where appropriate. |
| Safety/authority refusal | Platform fee waived or credited to wallet when a Provider properly refuses for safety/authority reasons. |
| Duplicate fee | Duplicate platform-fee charges reversed to the wallet. |
| Platform error | Fees charged due to a KeyZup system error reversed/credited to the wallet. |
| Chargeback | Chargebacks on wallet top-ups/fees handled per the Provider agreement and processor rules; may result in account holds. |
| Discretionary goodwill | KeyZup may issue a discretionary wallet credit; not an obligation or admission. |
6.3 Lane C — Company subscription charges
These are KeyZup's recurring charges to companies.
| Situation | Rule |
|---|---|
| Subscription cancellation | Cancellation stops future renewals as of the end of the current term; access continues through the paid period unless stated otherwise. |
| Subscription refund/credit | Refunds/credits per the subscription terms — e.g., pro-rata, non-refundable, or credit-only. |
| Duplicate fee | Duplicate subscription charges refunded or credited. |
| Platform error | Subscription charges from a KeyZup billing error corrected via refund or credit. |
| Chargeback | Subscription chargebacks handled per the company agreement and processor rules; may suspend the company account. |
| Discretionary goodwill | KeyZup may grant a discretionary credit; not an obligation or admission. |
7. How to request a review
- Lane A (service payment): contact the Provider first. To ask KeyZup for limited, non-guaranteed assistance, use support@keyzup.com.
- Lane B (platform fees): Providers submit fee reviews via support@keyzup.com.
- Lane C (subscriptions): Companies submit billing reviews via support@keyzup.com.
Provide the request/job ID, date, and details. Review timelines vary, and outcomes are not guaranteed.
8. No guarantee; discretion; relationship to other terms
8.1 Any KeyZup assistance with a Lane A dispute is voluntary, limited, and does not make KeyZup a party to the service transaction or guarantee any outcome. KeyZup does not guarantee reimbursement of a service payment it did not receive.
8.2 Discretionary credits or goodwill gestures are not admissions of liability and do not create a course of dealing or entitlement.
8.3 This policy is incorporated into and subject to the Customer Terms of Service and the Provider/Company agreements, including their disclaimers and limitation-of-liability provisions. Capitalized terms not defined here have the meaning given there.