Refund & Cancellation Policy
Free to cancel
Cancel a viewing at any time with no charge. We only ask for 24 hours’ notice.
Conditional refund
Funds held in escrow are refundable before the conditions are met, subject to verification.
Subject to contract
Cancellations after signing are governed by the terms of your tenancy agreement.
Section 1Scope of This Policy
This Refund & Cancellation Policy applies to all users of keyhomez.com and covers the following services provided by KeyHomez:
- Property viewings — scheduled in-person or virtual viewings of available rental properties.
- Rental applications — the process of applying for a tenancy through KeyHomez.
- Tenancy agreements — signed rental contracts facilitated by KeyHomez between tenant and landlord.
- Escrow service — the secure third-party holding and release of tenant deposits and first-month rent payments.
- Service & administration fees — any charges applied by KeyHomez for services rendered.
This policy does not override or replace the specific terms set out in any signed tenancy agreement. In the event of a conflict between this policy and a signed agreement, the signed agreement shall prevail.
Section 2Viewing Appointments
Scheduling a property viewing with KeyHomez is free of charge and carries no obligation. We do not charge cancellation fees for viewings. We simply ask for reasonable notice so we can offer the slot to other interested parties.
Simply email us at [email protected] or call us to cancel. We will confirm the cancellation and reschedule if you wish. No fee applies.
While we ask for 24 hours’ notice as a courtesy, we do not charge for late cancellations. However, repeated late cancellations (3 or more for the same property) may affect your ability to schedule future viewings for that listing.
We do not charge for no-shows. However, repeated no-shows (2 or more) without notice may result in your enquiries being deprioritised. If something comes up, always let us know — we understand life happens.
Section 3Rental Applications
Submitting a rental application through KeyHomez is a formal expression of interest. The following applies:
3.1 — Withdrawing an Application Before Landlord Acceptance
You may withdraw your rental application at any time before the landlord has formally accepted it. No fee applies. Notify us in writing by email as soon as possible so we can inform the landlord and re-open the listing.
3.2 — Withdrawal After Landlord Acceptance
Once a landlord has formally accepted your application and a tenancy agreement has been prepared, withdrawing may result in an administration fee to cover our time and the landlord’s lost opportunity. This fee, if applicable, will not exceed €150 and will be communicated to you before it is charged. In most cases, no fee applies if you withdraw promptly and in good faith.
Section 4Signed Tenancy Agreements
Important: Once a tenancy agreement is signed by all parties, it constitutes a legally binding contract under Dutch law (Burgerlijk Wetboek Book 7, Title 4). Cancellation rights and refund entitlements at this stage are governed primarily by the terms of that agreement, not by this policy alone.
KeyHomez acts as a rental intermediary and is not a party to the tenancy agreement itself. Disputes regarding the agreement should in the first instance be directed to us, and if unresolved, to the Huurcommissie (Dutch Rental Tribunal).
4.1 — Cancellation by the Tenant
After signing, your right to cancel is subject to the notice period and early termination clauses set out in your tenancy agreement. Typically under Dutch law:
For short-stay or fixed-term contracts (usually up to 2 years), early termination by the tenant is generally not permitted unless both parties agree in writing or exceptional circumstances apply (e.g., illness, redundancy).
For indefinite tenancy agreements, tenants are typically required to give 1 calendar month’s written notice before the end of a rental period. Check your specific agreement for the exact notice period agreed.
Rent is due for the full notice period regardless of when you vacate the property, unless the landlord agrees otherwise or a new tenant takes over.
Tenant and landlord may agree in writing to terminate the agreement early. In this case, deposit refund and any outstanding costs will be settled between the parties. KeyHomez can assist with mediating this process.
4.2 — Cancellation by the Landlord
Landlords may only cancel a tenancy agreement in accordance with the grounds set out in Dutch rental law, which strongly protects tenant rights. Unlawful cancellation by a landlord is a matter for the Huurcommissie or civil court. If you believe a landlord has acted improperly, contact us immediately at [email protected].
Section 5Escrow Service — Deposit & Rent Payments
Our escrow service securely holds your deposit and/or first month’s rent between the moment of payment and the agreed handover of the property. The following rules apply to funds held in escrow:
If the landlord fails to hand over the property as agreed — for example, the property is unavailable, damaged, or materially different from the listing — all funds held in escrow will be returned to the tenant in full within 5 working days.
If the tenant cancels the tenancy before the escrow release conditions have been met (i.e., before keys are exchanged and both parties confirm), the funds will be returned to the tenant in full, provided the cancellation is communicated to KeyHomez in writing before the handover takes place. Any dispute between tenant and landlord at this stage will be assessed by KeyHomez as the independent escrow holder.
Once both parties have confirmed the handover and the escrow release conditions are satisfied, funds are transferred to the landlord and the escrow obligation is complete. At this point, the standard terms of the tenancy agreement govern any subsequent deposit refund at the end of the tenancy.
If a dispute arises and the parties cannot agree, KeyHomez will hold the funds in escrow and act as an independent mediator. Both parties will be asked to submit evidence within 7 calendar days. KeyHomez’s decision as escrow holder is final unless either party escalates to formal legal proceedings. See Section 11 for the full disputes process.
Section 6Escrow Service — Deposit Refund at End of Tenancy
Where KeyHomez holds the tenancy deposit throughout the duration of the lease (as opposed to releasing it at handover), the following applies at the end of the tenancy:
| Situation | Outcome | Timeline |
|---|---|---|
| Property returned in agreed condition, no outstanding rent | Full deposit refunded to tenant | Within 10 working days of checkout |
| Minor wear and tear agreed between parties | Deposit refunded minus agreed deductions | Within 14 working days of checkout |
| Damage or outstanding rent — disputed | Funds held pending evidence review | Up to 28 calendar days |
| Damage or outstanding rent — agreed | Deductions applied, remainder refunded | Within 14 working days of agreement |
| Property abandoned or tenant untraceable | Funds held; landlord may apply for release | Subject to legal process |
Fair wear and tear: Under Dutch law, normal wear and tear (natural deterioration from ordinary use) may not be deducted from a tenant’s deposit. Only damage beyond reasonable use may be charged. KeyHomez will apply this standard when adjudicating deposit disputes.
Section 7Service & Administration Fees
KeyHomez may charge service or administration fees for certain activities. The refundability of these fees is as follows:
| Fee Type | Refundable? | Conditions |
|---|---|---|
| Property viewing fee (if applicable) | Yes — fully | If viewing is cancelled by KeyHomez or the landlord |
| Application processing fee | Yes — if not yet processed | Refundable if cancelled before processing begins |
| Escrow service fee | No | Charged upon initiation of escrow. Non-refundable once funds are held. |
| Administration fee (agreement preparation) | Partial | 50% refundable if agreement is not signed; non-refundable after signing |
| Late cancellation/no-show fee (if charged) | No | Charged only in cases of repeated no-shows as communicated in advance |
Any fee charged by KeyHomez will always be communicated to you clearly in advance, in writing, before it is applied.
Section 814-Day Cooling-Off Period
Under the European Consumer Rights Directive (2011/83/EU), as implemented in Dutch law, consumers who purchase services online have the right to withdraw from the contract within 14 calendar days without giving a reason (“cooling-off period”).
Important exception: The 14-day right of withdrawal does not apply where you have explicitly requested that a service begin immediately and have acknowledged that you will lose your right of withdrawal once the service is fully performed. This includes escrow services initiated at your request.
Where the 14-day cooling-off period does apply — for example, for a service agreement signed remotely — you may cancel by notifying us in writing within 14 days of the agreement date. We will refund any amounts paid within 14 calendar days of receiving your cancellation notice.
To exercise your right of withdrawal, please contact us at [email protected] with the subject line “Right of Withdrawal” and include your name, the service in question, and the date of the agreement.
Section 9How to Request a Refund
To request a refund or cancellation, please follow these steps:
Email [email protected] with subject line “Refund / Cancellation Request”. Include your full name, the service or property in question, and a brief explanation of the reason for your request.
We will acknowledge your request within 2 working days and let you know what information, if any, we need from you to process it.
We will review your request against the terms of this policy and any signed agreement. For straightforward cases, we aim to confirm our decision within 5 working days. For disputed escrow cases, this may take up to 14 working days.
If your refund is approved, we will process it to the original payment method or IBAN provided. See Section 10 for processing timelines.
We will send you a written confirmation once the refund has been processed, including the amount, the method, and the expected arrival date.
Section 10Refund Processing Times
Once a refund has been approved and initiated by KeyHomez, the following timelines apply:
| Refund Type | Processing Time | Notes |
|---|---|---|
| Escrow release to tenant | 3–5 working days | Transfer to tenant’s registered IBAN |
| Escrow release to landlord | 3–5 working days | Transfer to landlord’s registered IBAN |
| Service / administration fee refund | 5–7 working days | Returned to original payment method |
| Deposit refund at end of tenancy | 10–14 working days | Subject to checkout inspection and agreement |
| Cooling-off period withdrawal refund | Within 14 calendar days | As required by EU Consumer Rights Directive |
KeyHomez is not responsible for delays caused by banks or payment providers once a refund has been initiated from our end. If your refund has not arrived within the stated timeframe, please contact us and we will provide a transfer reference number.
Section 11Disputes & Escalation
If you are not satisfied with our decision regarding a refund or cancellation, you have the following options:
- Internal escalation — email [email protected] with the subject line “Formal Complaint”. We will acknowledge within 2 working days and respond fully within 14 calendar days.
- Huurcommissie (Rental Tribunal) — for disputes relating to deposit deductions, rent levels, or tenancy terms. The Huurcommissie is an independent government body. Visit huurcommissie.nl for information.
- Geschillencommissie (Consumer Disputes) — for disputes about our service fees or conduct as an agency. Visit degeschillencommissie.nl.
- ACM ConsuWijzer — the Dutch Consumer Authority consumer information service. Visit consuwijzer.nl.
- Civil court — as a last resort, disputes may be referred to the relevant Dutch civil court (kantonrechter for claims under €25,000).
We are committed to resolving disputes fairly and as quickly as possible. We would always prefer to find a reasonable solution directly before formal proceedings are necessary.
Section 12Contact Us
For any refund or cancellation requests, questions about this policy, or concerns about a transaction, please contact us:
KeyHomez
Van Zaeckstraat 73
2596TR Den Haag
The Netherlands
Get in Touch
Email: [email protected]
Website: keyhomez.com
Subject: “Refund / Cancellation Request”