Terms & Conditions
Last updated: July 27, 2026
Acceptance of terms
These terms apply to your use of Keyway's client transaction timeline and messaging program, provided on behalf of your real estate brokerage. By using a Keyway timeline link or receiving messages from Keyway, you agree to these terms.
Description of service
Keyway lets your real estate agent share a private, no-login timeline showing the status of your transaction, and sends you SMS and/or email updates as milestones are completed. The service is provided for informational purposes to keep you updated on your transaction's progress.
Messaging consent and opt-out
You (or your agent, on your behalf and with your written consent) have agreed to receive transaction-related text messages. Message and data rates may apply; frequency varies with transaction activity. Reply STOP to any message to unsubscribe, or HELP for assistance. Carriers are not liable for delayed or undelivered messages.
No professional advice
Information provided through Keyway — including milestone descriptions and general explanations of the transaction process — is for informational purposes only and does not constitute legal, financial, or real estate advice. Always consult your agent, lender, or attorney for guidance specific to your transaction.
Accuracy of information
While we and your agent aim to keep your timeline accurate and current, transaction details can change. Your agent and lender are the authoritative source for your transaction's status — contact them directly with questions.
Limitation of liability
Keyway is provided "as is" without warranties of any kind. To the fullest extent permitted by law, Keyway and the brokerage providing it are not liable for any indirect, incidental, or consequential damages arising from your use of the service.
Changes to these terms
We may update these terms from time to time. Continued use of the service after changes are posted constitutes acceptance of the updated terms.
Cancellations, refunds, and billing adjustments
8.1 Scope. This section governs all payments made to Keyway for subscription plans, whether billed monthly or annually. All payments are processed by Stripe, Inc. (“Stripe”). Keyway does not store your payment card details.
8.2 Cancellation. You may cancel your subscription at any time from your billing settings or by emailing hello@keywayapp.com from the email address associated with your account. Cancellation takes effect at the end of your current billing period. You will not be charged again after cancellation, and your account retains full access through the end of the period you have already paid for. After your paid period ends: existing client timelines, no-login links, lender links, and listing-agent status pages remain accessible so that no transaction in progress is disrupted. You will not be able to create new deals, advance milestones, or send new updates unless you resubscribe. Your data is retained in accordance with our Privacy Policy and remains exportable on request.
8.3 Monthly plans — no partial refunds. Payments for monthly plans are non-refundable. We do not provide refunds or credits for partial months, unused seats, or periods of inactivity. Your remedy is cancellation under Section 8.2, which stops all future charges.
8.4 Annual plans — 30-day money-back guarantee. If you purchase an annual plan (whether as a new subscription or as a switch from monthly billing), you may request a full refund of that annual payment within thirty (30) days of the date the payment was made. To request a refund, email hello@keywayapp.com from an owner or broker account on the subscription, or use the refund request option in your billing settings. Refunds under this section are issued in full, without deduction, and no reason is required. The following conditions apply: the guarantee applies once per brokerage (as identified by legal entity, Stripe customer, or common ownership) — a brokerage that has previously received a refund under this section is not eligible for a second guarantee-based refund on a later annual purchase. The guarantee applies to the annual payment itself; renewal payments for subsequent annual terms are covered by the renewal notice provisions in Section 8.6, not by this guarantee, except where required by applicable law. Upon issuance of a refund under this section, your subscription is terminated immediately and your account is placed in the canceled state described in Section 8.2 (existing timelines remain viewable; no new deals or updates). After the 30-day window, annual payments are non-refundable. You may still cancel under Section 8.2 (retaining access for the remainder of your annual term), or change plans under Section 8.5.
8.5 Plan changes and proration. You may upgrade or downgrade between plans at any time. Plan changes are processed through Stripe and prorated automatically: upgrades charge the prorated difference immediately; downgrades apply a prorated credit toward future invoices. Proration credits are applied to your Keyway account balance with Stripe and are not paid out as cash refunds, except where a refund is independently required under Sections 8.4 or 8.7.
8.6 Renewals. Subscriptions renew automatically at the end of each billing period. For annual plans, we will send a reminder email to the billing contact at least fourteen (14) days before the renewal charge. If you did not intend to renew an annual plan, contact us within seven (7) days of the renewal charge and we will refund it in full, provided no new deals were created and no milestone updates were sent after the renewal date.
8.7 Billing errors — always refunded. We will refund, promptly and in full, any charge resulting from a billing error, including: duplicate charges; charges after a completed cancellation; charges in an incorrect amount; and charges to an account that was disabled by us. If you believe you were charged in error, contact hello@keywayapp.com and we will investigate within two (2) business days.
8.8 Method and timing of refunds. All refunds are issued to the original payment method via Stripe. Once issued, refunds typically appear on your statement within five (5) to ten (10) business days, depending on your card issuer or bank. Keyway cannot expedite the posting time of your financial institution. Refunds are issued in USD in the amount originally charged; we are not responsible for differences arising from currency conversion or foreign transaction fees imposed by your card issuer.
8.9 Effect of refund on data. A refund does not, by itself, delete your data. Following a refund and account termination, your data is retained and handled per our Privacy Policy, and you may request an export or deletion at any time. Client-facing timeline links associated with transactions that were active at the time of termination remain viewable in read-only form unless you request that they be disabled.
8.10 Chargebacks. Please contact us before initiating a chargeback or payment dispute — the situations described in Sections 8.4, 8.6, and 8.7 are resolved faster by email than through your bank. If a chargeback is filed for a charge that was valid under these terms, we reserve the right to suspend the associated account pending resolution and to submit evidence of the charge’s validity, including consent and usage records.
8.11 Taxes. Where a refund is issued, any sales tax or similar tax collected on the refunded charge is refunded with it.
8.12 Statutory rights. Nothing in this section limits any non-waivable rights you may have under applicable consumer protection law. Where such law requires a refund beyond what this section provides, that law controls.
8.13 Changes to this policy. We may update this refund policy from time to time. Changes apply to payments made after the change takes effect; the policy in effect at the time of a payment governs that payment.
Contact
Questions about these terms: vladkruk@ravenreg.com