Guest Cancellation and Refund Policy.

All deposits, cancellations, and refunds for Guest cancellations vary depending on the platform that the reservation is booked through, and such policies will control how the cancellation and refund is processed. If the Guest is entitled to a refund pursuant to such policies, Keylink will process the refund. If the deposit is non-refundable, Keylink will receive compensation equal to 18% of such amount (in lieu of receiving the Compensation specified in the Agreement), and the remaining amount will be distributed to Homeowner.

Guest Experience.

Homeowner acknowledges that Keylink may need to provide discounts and refunds to Guests to resolve negative Guest experiences, and Homeowner agrees Keylink has authority and the right to issue such discounts and refunds to Guest out of Homeowner’s account, in Keylink’s reasonable discretion.

Oversight, Eviction.

Homeowner acknowledges that Keylink is primarily a reservation match-making service for short-term vacation rentals. Homeowner acknowledges and agrees Keylink cannot and is not responsible for performing background checks or identity checks of Guests. In the unlikely event a Guest violates a Property rule or occupancy limit, breaks a law, or causes a disturbance or some other issue, Keylink will assist Homeowner to resolve the event by giving notice via email and phone to the Guest, with a brief description of the issue, violation, or disturbance; however, Keylink does not have the authority or ability to police Guest conduct, or evict Guests from the Property. Homeowner acknowledges that evictions must be performed strictly pursuant to state law, and self-help evictions are not permitted. Depending on the circumstance, if the Guest clearly violates or breaches the Keylink Guest Agreement or a posted Property rule, or is cited by local authority for a violation of ordinance or law, Keylink will also inform the Guest that they must vacate the Property immediately. In the event a Guest refuses to vacate the Property after Keylink issues such notice, then the Guest situation must be handled by the law enforcement authority having jurisdiction. Homeowner acknowledges and agrees that it, as the owner of the Property, is solely responsible for directing and paying any eviction proceedings.

Urgent and Emergency Situations during Guest Stays.

Included in the Services, Keylink will receive and handle calls from Guests experiencing urgent and emergency situations at the Property 7 days a week. While Keylink receives calls and checks voicemails after hours, it does not provide 24-hour call answering or incident response. This specifically includes Keylink providing Guests with the Keylink phone number, answering and responding to Guest calls, informing the Homeowner of the situation and getting direction from the Homeowner about the desired remediation and resolution. Upon receiving a Guest call, Keylink will promptly notify the Homeowner so that the Homeowner can assume primary decision making and coordination of remediation and repairs, but Homeowner authorizes Keylink to act on its behalf to contract with contractors and service providers, in Homeowner’s name using Homeowner’s contact and payment information, to remediate and repair the urgent or emergency situation at the Property, up to the amount of $500. Keylink will only engage this $500 authorization in the event Homeowner cannot be immediately reached or does not promptly respond. If the estimate is more than $500, Keylink will wait for Homeowner’s instruction. If Homeowner directs Keylink to handle the situation and coordinate the contractors and service providers, Keylink will provide requested additional services and bill Homeowner based on Rate Sheet.

Urgent and Emergency Situations When Property Not Occupied by Guest.

Keylink has no way of monitoring for urgent and emergency situations that arise not during a Guest stay. If an urgent or emergency situation arises at the Property not during a Guest stay, Homeowner may request Keylink to assist in the handling of the incident. If Homeowner requests Keylink to perform such services, such additional service hours and site visits will be billed to Homeowner based on the Rate Sheet.

Third-Party Service Providers, Costs.

All costs billed by third-party service providers are Homeowner’s responsibility and will be billed directly to Homeowner. Homeowner agrees it is solely responsible for and will pay all costs billed by third-party service providers, and agrees to reimburse Keylink for the actual cost of any out of pocket expense of Keylink in connection with third-party service providers.

Limitation.

Nothing in this Policy or the Agreement obligates Keylink to take any action to address or remediate any need at the Property. While Keylink will handle and assist Guests and/or Homeowner in urgent and emergency situations, Keylink is not liable for any loss, damage, debt, obligation, or claim in connection with the urgent or emergency situation, including the response to and remediation and repair of same. Keylink may refrain from acting at any time that it reasonably determines it first needs instruction, direction, or approval from Homeowner. Keylink is not liable in any way to Homeowner for refraining from action, whether while waiting for Homeowner to respond to a request for instruction, direction, or approval, or otherwise.

Guest Re-Accommodations due to Homeowner Cancellations.

Homeowner acknowledges that re-accommodating a Guest likely results in a poor Guest experience, negative Guest reviews of the Property and our Service, and increased costs. In the event Homeowner instructs Keylink to cancel a reservation more than 90-days prior to the check-in date, Keylink will accommodate such cancellation, with a full refund to the Guest, and a reduced Keylink Compensation of only 10% of the respective Total Nightly Rate, chargeable to the Homeowner, for such canceled reservation.

In the event the Homeowner instructs Keylink to cancel a booked reservation within 90-days of the check-in date, Homeowner agrees to (i) the refund of all payments collected for the booked reservation to the Guest; (ii) cover any increased cost of the new Guest accommodation; (iii) pay Keylink the total Compensation that would have been earned had the reservation not been cancelled; and (iv) Keylink shall not be responsible for any loss or expense incurred by the cancellation of a confirmed reservation. In either event, if the Homeowner cancels any confirmed reservation, the Homeowner agrees to defend, indemnify, and hold Keylink harmless for any claim made in connection with or associated with such cancelled reservation.

Re-Accommodation Process. 

In the event a Guest must be re-accommodated during the Guest’s stay due to an unforeseen circumstance or an un-remedied urgent or emergency situation, Keylink will seek to find a suitable alternative rental property or hotel for the Guest with sleeping capacity, date range, location, quality, and rates similar to that of the Property booked by the Guest. Keylink will charge the Homeowner account for: (i) any increased cost of the new Guest accommodation, and (ii) any refund issued to the Guest to overcome the Guest's dissatisfaction from having their plans disrupted and not being able to stay in the Property they had booked, in Keylink’s reasonable discretion. Notwithstanding the re-accommodation, Keylink is still entitled to its Compensation from Homeowner as calculated at the time of the initial booking, or payment of total service hours based on the Rate Sheet for the Guest re-accommodation process, within Keylink's discretion. Keylink will work to reasonably minimize these factors and costs in the Guest re-accommodation process. Homeowner agrees that Keylink may re-accommodate a Guest into Homeowner’s Property if the Property is vacant and available, and the ordinary terms and conditions of a Guest reservation will apply.

Disputed Charge-Backs.

Guests may claim a charge-back through their credit card company or bank after renting the Property, due to dissatisfaction or otherwise. If a Guest charge-back occurs, Keylink will apply the charge-back as an expense against the Homeowner’s account, except if Keylink is primarily responsible for the charge-back, in its reasonable discretion, in which case the charge-back will not be an expense against Homeowner’s account. In either event, Keylink will contest charge-backs when a reasonable defense is available, but cannot guarantee the success thereof.

Fraudulent Charge-Backs.

Homeowner acknowledges that due to the nature of online reservation booking, it is possible for charge-backs to occur based on fraudulent use of a credit or debit card. In the event Keylink suspects a fraudulent charge, or if a charge is reversed based on fraud, Keylink reserves the right to cancel the reservation. In the event Keylink cancels a reservation based on suspected fraud or a charge-back occurs based on fraud, Keylink will not collect Compensation on such reservation.

General.

All definitions, terms, conditions, and agreements contained in Keylink’s policies and the Agreement between Keylink and Homeowner are incorporated and apply to this Policy.