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Incident, Complaint & Appeal Policy
| Field | Value |
|---|---|
| Version | 1.0.0 |
| Effective date | August 8, 2026 |
| Audience | KeyZup customers and provider-side users (technicians and companies); internal trust/safety operations |
| Acceptance method | Referenced in platform terms; incident reporting available in-app and through support |
| Change notice | Material changes communicated in-app and/or by email; continued use after the effective date constitutes acceptance |
| Governing law | the laws of the state in which KeyZup is organized, without regard to its conflict-of-laws principles |
EMERGENCIES: If anyone is in immediate danger, or a crime is in progress, contact your local emergency services (e.g., 911) first. KeyZup is not an emergency service and cannot dispatch police, fire, or medical responders.
1. Purpose and operating model
KeyZup operates as a technology marketplace / intermediary. It does not perform locksmith services; independent technicians and locksmith companies do, and they are not KeyZup employees. This policy describes how KeyZup receives and handles incidents and complaints, takes precautionary account measures, and offers a review/appeal path.
2. In scope — incident and complaint types
This policy covers reports including, but not limited to:
- Property damage — damage to a lock, door, vehicle, or premises
- Fraud — deceptive practices, misrepresentation, or falsified credentials
- Theft allegations — alleged taking of property
- Threatening behavior — threats or intimidation
- Lost keys — keys lost or mishandled during service
- Improper access — access to a property or vehicle without proper authorization
- Privacy breach — misuse or unauthorized disclosure of personal data
- Discrimination — discriminatory conduct
- Unsafe conduct — conduct creating a safety risk
- Licence / insurance lapse — provider credentials expired, lapsed, or invalid
- Identity concerns — doubts about who actually performed or attended a job
3. Incident states (workflow)
Each incident moves through the following states:
| State | Meaning |
|---|---|
received | Report submitted and logged |
triaged | Initial categorization and severity/urgency assessment |
under_review | Being reviewed; evidence may be requested from parties |
temporary_restriction | A precautionary account restriction is applied pending review (optional, not always used) |
resolved | A determination or outcome has been reached |
closed | File closed (may follow resolved, or close without action) |
appealed | A party has requested re-review of the outcome |
States are operational and may not proceed strictly linearly (e.g., a case may move to temporary_restriction from triaged or under_review, and an appealed case re-enters review).
4. Handling process
- Received. Reports are accepted via in-app and support channels and logged with reporter, subject, category, and description.
- Triaged. KeyZup assesses category and urgency. Safety-critical reports (e.g., threats, unsafe conduct, theft) are prioritized.
- Under review. KeyZup may request evidence (photos, documents, communications, timestamps) from either party. Cooperation may be required to continue platform use.
- Temporary restriction (if applied). KeyZup may temporarily restrict an account (e.g., pause eligibility to receive jobs) as a precaution while a matter is reviewed. A temporary restriction is not a legal finding or a determination of fault.
- Resolved / closed. KeyZup reaches an operational outcome (e.g., no action, warning, additional verification, continued restriction, or removal) and closes the file. Operational outcomes are not legal adjudications.
5. Referrals and limits of KeyZup's role
- Matters may be referred to insurers (of the provider, company, customer, or KeyZup) where an insurance claim may be relevant.
- Matters may be referred to law enforcement where criminal conduct is alleged or suspected.
- Emergencies must go to emergency services — see the banner at the top of this policy.
- KeyZup does not perform the services, supervise providers on-site, or adjudicate legal rights. Determinations under this policy govern platform access only and do not establish civil or criminal liability.
6. Account restrictions
- KeyZup may apply, maintain, or lift temporary restrictions at its discretion based on available information.
- A restriction is precautionary and not a legal finding of wrongdoing.
- The subject of a restriction is generally notified and may submit evidence and request re-review (Section 7).
7. Appeal / re-review
- A party affected by an outcome or restriction may request re-review (state:
appealed). - The party may submit additional evidence or context. KeyZup reviews the appeal and may uphold, modify, or reverse the prior outcome.
- Appeal outcomes are operational determinations about platform access and are not legal findings.
- KeyZup reviews appeals within a reasonable time and communicates escalation paths to the affected party.
8. Privacy and evidence handling
- Evidence collected is used to review the incident and is handled per KeyZup's privacy practices.
- KeyZup may retain incident records for audit, legal, and safety purposes.
- Sharing of evidence between parties is limited to what is appropriate and lawful.