Keycafe Store Terms and Policies
Last updated May 22, 2025.
General
These Keycafe Store Terms and Policies ("Store Terms") apply to any Equipment You buy 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 Equipment at listed rates, including but not limited to its WiFi and cellular-connected SmartBox base station and expansion SmartBoxes that are cloud connected ("Connected Products"). Connected Products in most cases 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. All Connected Product software subscription fees are billed monthly, annually or multi-year 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. You must request the refund prior to canceling your account on our system in order to be eligible. 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 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.
Warranty
Standard Coverage
Keycafe warranties its products as follows:
(a) 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 one (1) year following the date of purchase. If subscribed to a plan with a longer coverage period, such as Business Pro (2 Years) at the time of publication of these terms, or you have Keycafe Shield, Your Connected Products will remain free from defects in material or workmanship for the extended period following the date of purchase.
(b) Other products: For other Equipment purchased by You, such as outdoor enclosures, fobs, custom wraps, or other accessories, Keycafe warrants that they will remain free from defects in material or workmanship for a period of one (1) year following the date of purchase.
Keycafe Shield Coverage
When enrolled in the optional Keycafe Shield plan, customers receive the following enhanced benefits on Connected Products beyond the standard coverage:
(i) Perpetual Warranty: The standard one-year warranty is extended to perpetual for Your covered Connected Products, provided Keycafe Shield enrollment remains uninterrupted.
(ii) No Charge Technology Upgrades: Any SmartBox base station (excludes expansions) that is deployed more than 5 years is eligible upon request for upgrade at no charge to the latest generation base station. Any Connected Product that is designated end-of-life, and for which Keycafe offers a next generation replacement, shall be provided at no charge.
(iii) Early Upgrade Discount: You may choose to upgrade to the latest generation base station at any time and receive a 50% discount off the retail price.
Keycafe Shield is an account level plan and will be charged on and applicable to all of your locations and Connected Products. You may begin coverage up to 90 days after Your account's first deployment of a Connected Product. You may at any time discontinue Your Keycafe Shield coverage, in which case Your benefits will remain in place up until the point Your current paid coverage lapses and thereafter all benefits will cease.
Customers must be reviewed and approved for Keycafe Shield coverage. Following the resolution of any covered benefit, Keycafe may at any time discontinue Your Keycafe Shield coverage and refund the prorated portion of Your current term. Reasons Keycafe could elect to discontinue coverage include but are not limited to deeming Your operating conditions too harsh for the equipment, electrical concerns, an excessive or dubious number of claims, or other reasons.
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 does not cover any Keycafe Connected Product that has been installed outdoors without a Keycafe outdoor enclosure or exposed to temperatures outside the specified operating range as outlined in its technical specifications.
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 are excluded from this warranty.
This warranty does not include cosmetic damage such as scratches or dents that do not affect product functionality, nor key bin issues that can be resolved through the application of mechanical lubricant.
This warranty is non-transferable and only valid provided that the Connected Product is used exclusively in its recommended operating environment (as specified in the product specifications and Keycafe documentation), 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.
Keycafe Shield is available only to customers located in the United States, Canada, the European Union, the United Kingdom, and Japan.
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.
