Terms of Service

In these Terms:

• "KeyLo," "we," "us" and "our" mean the operator of the KeyLo service.
• "Customer" means someone requesting an inspection or home-search service.
• "Representative" means the person assigned by KeyLo to attend a property.
• "Listing provider" means a landlord or letting agent submitting a property.
• "Key holder" means the landlord, agent, tenant or other person providing access.

KeyLo arranges a non-technical, in-person inspection visit and provides a private report based on what the assigned representative can reasonably observe during the booked visit. For the scope of each package, see the Inspection Scope page.

To use KeyLo you must be at least 18 years old.

• Information provided to KeyLo must be accurate and kept up to date.
• Login details must be kept secure and must not be shared.
• You must notify KeyLo promptly about any unauthorised access to your account.
• KeyLo may suspend or close accounts used for fraud, harassment, illegal activity or platform misuse.

Submitting a request does not guarantee that an inspection will take place. A booking becomes binding only when KeyLo has confirmed the property, access arrangements, representative availability, final price and payment arrangements in writing, and any required payment has been accepted or an invoice arrangement has been expressly confirmed.

Customers must provide accurate property, contact and access information and ensure that the representative has permission to enter and capture the agreed evidence. An inspection visit may need to be rearranged if safe or lawful access is unavailable.

The inspection package, its scope and per-inspection price are shown before you submit a request. You may add multiple properties, and the selected package price applies to each one. Submitting a UK pilot request does not take payment. KeyLo will confirm access, availability, the final price and payment method before a booking becomes binding.

If KeyLo cannot complete the inspection for a reason within KeyLo's control, the customer will be offered a rearranged inspection or a full refund of the affected inspection fee.

A refund may not be available where the inspection cannot be completed because the customer supplied incorrect information, lawful permission was unavailable, the key holder refused access or failed to attend, the property could not be safely entered, or circumstances outside KeyLo's reasonable control prevented completion.

If only part of the agreed inspection can be completed, KeyLo will consider the circumstances and offer an appropriate solution, which may include completing the available scope, rearranging the affected part, providing a partial refund or providing a full refund.

Any specific rescheduling or cancellation conditions will be shown or confirmed before payment.

If you ask for an inspection visit to begin during a statutory cancellation period, KeyLo will obtain any consent and acknowledgement required by law.

KeyLo aims to release a completed report within 24 hours after the inspection visit is completed. Delivery may take longer where access, safety, missing evidence, technical problems or quality-review concerns require further investigation. KeyLo will notify the customer where a material delay is expected. Reports reflect conditions visible during the inspection visit and are not a structural survey, valuation or legal recommendation. See Inspection Scope for full details.

The inspection report:

• Concerns visible conditions at the time of the inspection visit.
• Is prepared for the customer who ordered it.
• Is not a structural survey, valuation, inventory or legal recommendation.
• Does not constitute KeyLo deciding whether the customer should rent the property.
• Should not be relied upon by third parties as professional advice.

Suspected factual errors should be reported to support@keylo.rent as soon as reasonably possible.

The paid Find a Home curated search is a best-efforts service. KeyLo will actively search for properties substantially matching your mandatory requirements for the paid search period. Preferences are considered but are not guaranteed.

A property is considered a potential match where, based on information reasonably available to KeyLo at the time, it substantially meets the mandatory requirements you provided. KeyLo does not guarantee that a property will remain available, that a landlord or agent will respond, that you will obtain a viewing, or that a tenancy will be offered.

A refund is only available if KeyLo is unable to find any matching accommodation during the paid search period. If KeyLo finds one or more matching properties, the service has been delivered as described, and no refund is available on the basis that you did not like, or chose not to proceed with, the properties found.

The search period starts when KeyLo confirms receipt of your requirements. If you materially change your requirements during the period, KeyLo will use reasonable efforts to apply the updated requirements; this does not restart the search period.

Free property alerts are provided on a best-efforts basis.

• Alerts do not reserve a property.
• Availability can change before or after an alert is sent.
• Listing information may come from landlords, agents or third parties; KeyLo does not guarantee completeness or accuracy.
• Alerts can be disabled through your account at any time.

By submitting a listing, you confirm that:

• You have authority to advertise the property.
• All information and media submitted is accurate and lawful.
• Required certificates, permissions and legal obligations remain your responsibility.

The following are prohibited:

• Discriminatory, fraudulent or misleading listings.
• Listing a property without authority to do so.
• Using renter messages for unrelated marketing or unlawful purposes.

KeyLo may review, refuse, suspend or remove a listing at any time. Submission does not guarantee publication. KeyLo does not become a landlord, agent or party to a tenancy by displaying a listing.

All users must use KeyLo messaging lawfully and respectfully. The following are prohibited:

• Harassment, threats or discriminatory language.
• Fraudulent or misleading statements.
• Requests for payment through unsafe or unverified methods.
• Sharing malicious links or unlawful content.
• Using contact information obtained through KeyLo for unrelated marketing.

KeyLo may investigate reported messages and take appropriate action.

Users must not misuse accounts, submit unlawful instructions or use reports to misrepresent KeyLo's findings. Nothing in these Terms limits rights or liabilities that cannot legally be limited, including consumer statutory rights.

KeyLo may update these Terms from time to time. Changes will be published on this page with an updated date. Continued use of the service after a change constitutes acceptance. Confirmed bookings in progress retain the Terms in force at the time of confirmation unless the change is required by law.

KeyLo may suspend or terminate access to the service where these Terms are breached. Active confirmed bookings will be handled in accordance with the refund and cancellation policy in force at the time.

How KeyLo handles personal information is explained in the Privacy Notice.

Please contact support@keylo.rent first so we can investigate. These Terms are governed by the laws of England and Wales, without removing any mandatory consumer protection that applies where you live.