Terms of service

1. What Keykad is

Keykad sells credit packs that members spend on sessions at partner venues. Keykad is not the operator of any venue; each venue sets its own schedule, capacity and house rules, and remains responsible for the service it provides on site.

2. Accounts

You must be 18 or over to create an account and use Keykad. We ask for your date of birth when you sign up and refuse accounts for anyone under 18; if we learn that an account belongs to someone under 18 we will close it. You need a verified mobile number to book. Keep your login details private and tell us at once if you think someone else is using your account. One person, one account.

3. Credits and packs

• Credits are sold in packs with a fixed price and validity period shown at purchase. The price of a pack or top-up is the price of its credits. A payment processing fee may be added at checkout (see section 6); when it is, it is shown as its own line, together with the total you will pay, before you confirm.
• Credits are spent when you book. A session’s credit cost is shown before you confirm.
• Unused purchase credits roll over into your next pack up to that pack’s rollover cap. Trial, promotional and refund credits do not roll over.
• Credits are personal and cannot be transferred, sold or exchanged for cash.

4. Bookings, cancellations and no-shows

• You may cancel free of charge up to 12 hours before a session starts; the credits return to the lot they came from.
• Cancelling later than that, or not attending, forfeits the credits and records a strike. Three strikes within 30 days pause booking for 7 days.
• A venue may cancel a session; your credits are returned in full.
• If you attended but were recorded as a no-show, tell the venue within 48 hours and it can correct the record.

5. Check-in

Check-in uses the QR poster at the venue or the pass in the app. The pass is personal; showing another person’s pass, or a copy of one, is a breach of these terms.

6. Payments, processing fees and refunds

Payments. Payments by card, mobile money or bank transfer are processed by Paystack. Auto-renewal applies only when you switch it on for a saved card, and you can switch it off at any time.

Payment processing fee. Paystack charges a fee on each payment it processes (currently 1.95% of the amount charged in Ghana). When we pass that fee on to you, we do so at cost and only as follows:

• it is shown as a separate line called “Payment processing fee”, next to the price and the total, before you confirm and pay, on the website and in the app;
• the total you pay is the price plus that fee, and never more than what was shown to you at checkout;
• it is not added after you have paid, and it is not part of the price of the credits: the number of credits you receive, their validity and their per-credit value are set by the pack or top-up price alone;
• the same applies to a renewal charged to a card you saved for auto-renewal: the amount, including any fee, is the one shown in the renewal reminder before it is charged.

We may change whether and how much of the fee we pass on, for example if Paystack changes its fees. Any change takes effect for purchases made after it is announced under section 9, and never applies to a purchase already made.

Refunds. Purchases are final except where Ghanaian consumer law requires a refund, where we charged you in error or more than once, or where we choose to refund at our discretion. When we refund unused credits, the refund is calculated on the price of the credits. The processing fee is not refunded because Paystack does not necessarily return its own fee when a payment is refunded, except where we charged it in error, charged you twice, or the law requires us to refund it.

Disputes about a charge. If you think a charge is wrong, contact support within 30 days with the date and the amount and we will look into it.

7. Acceptable use

Do not use Keykad to harass venue staff or other members, to circumvent venue capacity or house rules, or to resell access. We may suspend or close accounts that do so.

8. Liability

Physical activity carries risk. Follow the venue’s instructions and your own medical advice. To the extent permitted by law, Keykad is not liable for injury, loss or damage arising at a venue.

9. Changes

We may update these terms; material changes, including a change to the payment processing fee in section 6, are announced in the app and by email at least 14 days in advance. Continued use after that date means you accept the new terms.

10. Contact

Questions about these terms go to support through the app or the support page.

11. Governing law

These terms are governed by the laws of the Republic of Ghana. Disputes are first handled through support; unresolved disputes go to the courts of Ghana.