Keycafe Store Terms and Policies
Last updated January 28, 2025.
General
These Keycafe Store Terms and Policies ("Store Terms") apply to any Equipment You buy or license from Keycafe or a licensed reseller through such methods as our online store or a purchase order. You acknowledge that You have read, understood, and agree to be bound by these Store Terms and the Keycafe Terms of Service. Capitalized terms used in these Store Terms have the meanings set out in the Keycafe Terms of Service available at https://www.keycafe.com/keycafe-tos (the "Keycafe Terms"), unless otherwise defined in these Store Terms. Nothing herein shall limit the Keycafe Terms, including but not limited to the Keycafe Group's Limitation of Liability and Your Indemnity, or other agreements which You must enter by using the Keycafe Service. Keycafe reserves the right to vary, amend, delete, or supplement the Store Terms in its sole discretion and without prior notice.
Pricing and Fees
Keycafe sells and licenses Equipment at listed rates, including but not limited to its WiFi and cellular-connected SmartBox base station and expansion SmartBoxes that are cloud connected and have a purchase price or an annual license fee ("Connected Products"). Connected Products also have a software subscription fee with different plan options charged on the terms and conditions available through Keycafe's website. Equipment purchase fees are paid at the time of sale or payment schedule otherwise agreed on a purchase order. For Licensed Equipment under the Equipment as a Service ("EaaS") model, license fees are charged annually and due at the beginning of the term. All Connected Product software subscription fees are billed monthly or annually and due at the beginning of the term. All pricing and fees are subject to change at Keycafe's sole discretion.
Account Credit
You may have credit added to your account by way of purchasing it directly, auto-recharge settings in your account, or unpaid account credit we provide from time to time as a courtesy. Your account credit may be used automatically to pay for recurring fees and invoices and may be used to purchase items from our store. Account credit is non-refundable during your time as a user of Keycafe. If you decide to cancel your account, you may request a refund of your credit balance, and we will refund any unused credit you purchased during the previous 12 months. The refund will be to your credit card on file or by way of a direct payment method at Keycafe's discretion.
Returns, Refund and Cancellation Policy
Your first Connected Product order may be returned anytime within 45 days of receiving it for a full refund under our 45 day money back guarantee program. Limitations apply per Keycafe's documentation including but not limited to the order must be your first with Keycafe and must not contain more than 2 SmartBoxes. The Connected Product must be returned at Your own expense, in good condition, in the original packaging, and with all included accessories. All other and subsequent Equipment orders are non-refundable and non-exchangeable. Order cancellation requests are assessed on a case-by-case basis in Keycafe's sole discretion.
Shipping Policy
Our shipment of Equipment is subject to terms and conditions set out by the shipping carrier. It is Your responsibility to check Your email for updates on the delivery status and/or schedule a delivery with the shipping carrier if You will not be available to receive the shipment. Keycafe bears no responsibility for any Equipment that is signed for at the delivery address by someone other than the customer. Keycafe is not responsible for additional shipping charges, including but not limited to remote delivery or delay fees and customs duties and taxes due on delivery.
Lead Time
Keycafe provides You with an estimated shipping date when you place your order. Lead time estimates are subject to many factors outside of Keycafe's control and are not guaranteed. Keycafe may designate Your order volume too large to fulfill from its regular selling inventory in which case you will be provided a custom lead time quote for the order to be fulfilled directly from Keycafe's supply chain.
Branding, Marks & Placement
If You purchase Equipment, You may rebrand the exterior at Your discretion. However, You agree to continue displaying and not tamper with any original badge or marking on Equipment containing "Key Exchange by Keycafe." Keycafe may, at its option, display its branding messages in certain areas of its software such as on the Connected Product screen or our web or mobile applications.
Equipment may be marked with a serial number, model number, manufacturing labels, product certifications, legal notices, applicable patent numbers, and other product labelings ("Marks"). Marks are essential to the tracking and operation of Equipment and some Marks are required by law to remain on the Equipment. Please do not remove Marks.
The branding, placement and and manner in which you operate the Equipment and Connected Products must be (i) not in violation of the Keycafe Terms, (ii) not in violation of any embargo imposed by the United States, Canada, Netherlands, or Japanese governments, (iii) not illicit or reasonably objectionable to Keycafe, (iv) not in violation of any applicable local, regional or federal law.
Responsibility for Your Customers
If You are buying or licensing Connected Products, You are, without limiting Your other capacities as a Customer, an Enterprise User. Keycafe gives You many options for how You use the Service. It is common for Enterprise Users to implement bespoke applications for End Users that are unique to their own service and use the Keycafe APIs or other approaches to limit communication from or white-label Keycafe. It is also common for Enterprise Users to install the Equipment they buy or license on the premises of other third-party businesses and venues. You acknowledge it is impossible for Keycafe to monitor or regulate how You as an Enterprise User use the Service and Equipment and how You involve other Customers, venues, or parties of any kind (“Your Customers”) with the Service or Equipment, that You have been advised of risks related to the Service under the Keycafe Terms, and that You ultimately take responsibility for the operating environment, Your Customers, End Users, and any liability that may arise from use of the Connected Products.
Equipment as a Service (EaaS) Terms
Ownership and Return of Equipment
All Connected Products provided under the EaaS model ("Licensed Equipment") remain the sole property of Keycafe. You must use the Licensed Equipment in accordance with these Store Terms and any additional instructions provided by Keycafe. Upon termination or expiration of your EaaS license for any reason, You must return the Licensed Equipment to Keycafe in good working condition, normal wear and tear excepted, with any branding removed, within thirty (30) days. Keycafe will send shipping boxes to be used for the return shipment, and Keycafe will bear the cost of the return shipping if You are located in the US, Canada, Japan, or the European Union. You are responsible for any loss, theft, or damage to the Licensed Equipment while in Your possession. Failure to return the Licensed Equipment in good condition may result in additional charges, including but not limited to the cost of repair or replacement.
License Term and Renewal
The EaaS license is for an annual or multi-year term commencing on the date indicated on Your invoice. The license will automatically renew for successive one-year terms unless either party provides written notice of non-renewal at least thirty (30) days prior to the end of the then-current term. Annual license fees may be subject to change at renewal, with advance notice provided by Keycafe. All fees associated with the EaaS license are due and payable in accordance with the payment terms specified by Keycafe. Keycafe may supply for the license a model which is new or refurbished at its option so long as it is in good condition and equivalent in functionality to the model being licensed. If you wish to replace Your Licensed Equipment for any reason (such as wear and tear, damage, theft, or a next generation model you wish to adopt, etc.), you may swap in a replacement under your EaaS license by paying 50% of the purchase price of the new model. Licensed Equipment provided under the EaaS model is not available for purchase or buyout.
Use Restrictions
You shall not sell, lease, transfer, assign, or otherwise dispose of the Licensed Equipment to any third party. You shall not modify, tamper with, or alter the Licensed Equipment without Keycafe's prior written consent.
Maintenance and Support
Keycafe will provide maintenance and support services for the Licensed Equipment during the term of the EaaS agreement at no additional cost, subject to the terms and conditions of these Store Terms. This includes repair or replacement of defective Licensed Equipment as set forth in the Warranty section below. Keycafe does not guarantee that the Licensed Equipment will operate at all times or without interruption, and there will be no refunds for periods of interoperability for which Keycafe acted reasonably to address the issue.
Risk of Loss and Insurance
You assume all risk of loss or damage to the Licensed Equipment from the time of delivery until it is returned to and received by Keycafe. You agree to notify Keycafe immediately in the event of any loss, theft, or damage to the Licensed Equipment. You agree to maintain insurance coverage sufficient to cover the replacement cost of the Licensed Equipment in the event of loss, theft, or damage.
Termination and Default
Keycafe may terminate the EaaS license immediately upon written notice to You if You breach any term of these Store Terms or the Keycafe Terms. Upon termination, You must immediately cease using the Licensed Equipment and return it to Keycafe at Your expense. Keycafe may recover from You all amounts due and owing, including any costs of collection, legal fees, and expenses incurred in enforcing Keycafe's rights.
Warranty
Coverage
Keycafe warranties its Connected Products as follows:
(a) Purchased Connected Products: For Connected Products purchased by You, Keycafe warrants that the Connected Products will remain free from defects in material or workmanship for a period of two (2) years following the date of purchase.
(b) Licensed Connected Products under EaaS: For Licensed Connected Products provided under the EaaS model, Keycafe warrants that the Connected Products will remain free from defects in material or workmanship for the duration of the license term.
Warranty Application Process
Keycafe Connected Products are designed to be durable and modular so that they are manageable in the field by customers. A defective Connected Product meeting the warranty conditions set forth herein will be repaired or replaced at no charge according to the following process:
(i) Troubleshooting. As the first step, You will work with Keycafe's 24/7 support hotline to assess the issue and determine if a remote resolution is possible. This may include testing, opening, inspection, and repair of the Connected Products at Keycafe's direction. If Keycafe determines that satisfactory troubleshooting has been completed and a remote solution is not possible, it may decide in its sole discretion to either ship a repair kit or, in certain circumstances, a replacement for Your Connected Product.
(ii) Repair or Replacement. If a repair kit is shipped, upon receipt You will assist the repair following Keycafe's guidance by phone, video, or documented instructions to complete the repair. If a replacement is shipped, upon receipt, You must promptly return the defective Connected Product to Keycafe's designated service center. Keycafe will send boxes to be used for the return shipment and a label to bear the cost of the return shipping. Keycafe may require a credit card authorization to ensure the return of the defective Connected Product. Keycafe is not responsible for any costs You incur relating to troubleshooting, repairs, or replacement of defective Connected Products, except for the cost of return shipping as specified.
Exclusions
This warranty does not cover failures that arise from physical abuse, improper handling, accidental damage, suboptimal installation, non-permitted uses, operation outside of product guidelines, or the temporary disruption or failings of internet, telecommunication, or other third-party services on which the Keycafe Service depends.
This warranty excludes poor cellular or WiFi coverage, network environment challenges or any other connectivity issues. Keycafe Connected Products rely on external connectivity (e.g., cellular or Wi-Fi) and network configurations not under Keycafe's control. Any device performance issues stemming from poor connectivity or network compatibility within a customer's environment, including issues that cannot be replicated in an alternative controlled testing environment, are excluded from this warranty. Customers are responsible for ensuring an adequate network environment and, when troubleshooting connectivity-related issues, may be required to work with their own IT or network provider to confirm connectivity quality.
This warranty does not include cosmetic damage such as scratches or dents that do not affect product functionality, key bin issues that can be resolved through the application of mechanical lubricant, nor coverage of any non-connected Equipment such as fobs, outdoor enclosures, branding skins, repair kits, accessories, and parts.
This warranty is non-transferable and only valid provided that the Connected Product is used exclusively in its recommended operating environment, remains unmodified, and retains its original Marks. Any transfer or resale of the Connected Product, use outside of the recommended operating environment, physical modification without Keycafe's direction, or loss of Marks shall void a Connected Product's warranty.
This warranty gives You specific legal rights, and You may have other rights which vary from jurisdiction to jurisdiction which this warranty does not limit. All other warranties, express or implied, are hereby disclaimed.
