Unsure about how the refund and return policy works?
Here, you'll find answers to the most frequently asked questions regarding refunds for fees, premiums, and warranties. Generally, fees and premiums are non-refundable, as they cover the administrative and risk costs associated with the guarantee.
Refund questions
Are fees refundable once the guarantee is issued?
No. Once the guarantee is issued and the contract between tenant and landlord is formalised, all fees are non-refundable.
Can I get a refund for my premium payments?
No. Premiums are paid in advance and are non-refundable once the guarantee is active.
Can I cancel the guarantee and get a refund?
You can replace the guarantee with a cash deposit and prepaid rent, but premiums and fees already paid for an active guarantee are not refunded.
What happens if I don't pay premiums or fees on time?
You receive reminders and are charged reminder fees. If the case goes to debt collection, you are responsible for the full amount plus collection costs and interest. Contact support if you need help paying.
What happens if I don't pay a move-out claim?
If you don't pay by the deadline, the guarantee is used to cover your landlord's claim and a handling fee is added. You then receive reminders with reminder fees, and if the case goes to debt collection, you are responsible for the full amount plus collection costs and interest.
Can I cancel because the premium increases?
Yes. If Keyhole adjusts the premium, you can end the guarantee by paying a cash deposit and prepaid rent. Premiums and fees already paid are not refunded.
Will I get a refund if a claim is made on the guarantee?
No. If the guarantee covers your obligations at move-out, all premiums and fees paid are non-refundable.
Will I get a refund if no claim is made on the guarantee?
No. Premiums and fees cover the cost of providing the guarantee and managing the agreement, whether or not the guarantee is used.
Why can't I get premiums and fees refunded?
They cover the administrative costs of providing the guarantee and the ongoing service, and they keep the guarantee in place as security for your landlord throughout the tenancy.
Still have questions? Please contact our support team at +45 71 74 71 24 or support@usekeyhole.com. We respond during our business hours, i.e. Monday to Friday, from 9.00-16.00.
Want to make a complaint? Read our complaint information.