KeyHomez

Terms & Conditions

Last updated: 1 January 2025 Version: 1.0 Governing law: The Netherlands

Section 1Definitions

In these Terms, the following words and expressions have the meanings set out below:

“Agreement”	These Terms & Conditions, together with any applicable service-specific terms, our Privacy Policy, Cookie Policy, and Refund & Cancellation Policy.
“KeyHomez”	The company operating keyhomez.com, a rental intermediary and escrow service provider based at Van Zaeckstraat 73, 2596TR Den Haag, the Netherlands. Also referred to as “we”, “us”, or “our”.
“User”	Any person or entity that accesses our website or uses any of our services, whether as a tenant, landlord, or visitor. Also referred to as “you” or “your”.
“Tenant”	A User who is seeking to rent a property through KeyHomez or who has entered into a tenancy agreement facilitated by KeyHomez.
“Landlord”	A User who is offering a property for rent through KeyHomez or who has entered into a tenancy agreement facilitated by KeyHomez.
“Escrow Service”	The independent third-party payment holding service provided by KeyHomez, whereby rental deposits and/or first-month rent are held securely and released upon satisfaction of agreed conditions.
“Escrow Funds”	Any monies transferred to KeyHomez in connection with the Escrow Service, including deposits, first-month rent, or any other agreed amount.
“Listing”	A rental property advertised on keyhomez.com or through KeyHomez’s services.
“Tenancy Agreement”	The legally binding contract between Tenant and Landlord governing the rental of a property, facilitated by but not entered into by KeyHomez.
“Website”	keyhomez.com and all associated pages, subdomains, and digital content operated by KeyHomez.
“Services”	All services provided by KeyHomez, including property listings, rental intermediary services, viewings, tenant screening assistance, and the Escrow Service.
“Working Day”	Any day other than a Saturday, Sunday, or Dutch public holiday.

Section 2Acceptance of Terms

By accessing our Website, submitting an enquiry, using any of our Services, or making a payment via our Escrow Service, you confirm that:

• You are at least 18 years of age and legally capable of entering into binding contracts under Dutch law.
• You have read, understood, and agree to be bound by these Terms in their entirety.
• If acting on behalf of a company or organisation, you have the authority to bind that entity to these Terms.
• All information you provide to us is accurate, complete, and not misleading.

If you do not agree to these Terms, you must not use our Website or Services. We reserve the right to refuse access to any User who does not comply with these Terms.

Section 3Our Services

3.1 — Rental Intermediary Services

KeyHomez acts as a licensed rental intermediary, connecting prospective tenants with landlords offering residential properties in Den Haag and surrounding areas. Our services include property listings, scheduling viewings, tenant screening assistance, rental application support, and guidance through the tenancy agreement process.

3.2 — Escrow Service

KeyHomez provides an independent escrow payment service as a neutral third party. Escrow Funds are held in a designated account, separate from KeyHomez’s own operating funds, and are released only upon satisfaction of the conditions agreed between Tenant and Landlord. Full terms governing the Escrow Service are set out in Section 6.

3.3 — Website & Information Services

The Website provides general information about available rental properties, the Den Haag rental market, and our services. Property information is provided in good faith but may be subject to change. We recommend verifying all property details during a physical viewing before committing to a tenancy.

3.4 — Service Availability

We aim to keep our Website and Services available at all times, but we do not guarantee uninterrupted access. We may suspend, modify, or withdraw any part of our Services at any time for maintenance, legal compliance, or operational reasons. We will endeavour to provide reasonable notice where planned downtime is anticipated.

Section 4User Obligations

By using our Services, you agree to the following obligations:

4.1 — General Conduct

• You will use our Services only for lawful purposes and in accordance with these Terms.
• You will not use our Website or Services to engage in any fraudulent, deceptive, or harmful activity.
• You will not attempt to gain unauthorised access to any part of our Website, systems, or data.
• You will not submit false, misleading, or incomplete information to KeyHomez or to any Landlord or Tenant.
• You will not use our Services to harass, abuse, or threaten any other user, landlord, tenant, or KeyHomez staff member.

4.2 — Tenant Obligations

• You will provide accurate documentation during the application process, including identity documents, proof of income, and references.
• You will attend scheduled viewings at the agreed time or provide at least 24 hours’ notice of cancellation.
• You will not enter into a tenancy agreement for a property you have no intention of occupying.
• You will promptly inform KeyHomez of any changes to your circumstances that may affect your application.
• You will use the Escrow Service for all deposit and first-month rent payments where instructed by KeyHomez.

4.3 — Landlord Obligations

• You will provide accurate and truthful information about all listed properties, including size, condition, amenities, and any known defects.
• You will ensure all listed properties comply with applicable Dutch housing, safety, and habitability standards.
• You will not discriminate in tenant selection on the basis of nationality, gender, religion, disability, or any other protected characteristic under Dutch law.
• You will honour confirmed viewings and notify KeyHomez promptly if a property becomes unavailable.
• You will comply with your obligations under any Tenancy Agreement entered into through KeyHomez.
• You will cooperate in good faith with the Escrow Service process, including confirming handover conditions promptly.

Section 5Rental Intermediary Service

5.1 — Role of KeyHomez

KeyHomez acts solely as an intermediary between Tenant and Landlord. We facilitate introductions, viewings, applications, and agreements, but we are not a party to any Tenancy Agreement and accept no liability for the obligations of either Tenant or Landlord under such an agreement.

5.2 — Listing Accuracy

We take reasonable steps to ensure that property listings on our Website are accurate and up to date. However, we cannot guarantee the completeness or accuracy of all listing information as this is provided to us by Landlords. You should always verify property details independently, including during a physical viewing, before signing any agreement.

5.3 — No Guarantee of Availability

The display of a property on our Website does not guarantee its availability. Properties may be let to another applicant at any time prior to the signing of a Tenancy Agreement. KeyHomez accepts no liability for loss arising from a property becoming unavailable after an application has been submitted.

5.4 — Tenant Screening

We may assist Landlords in conducting basic tenant screening, including employment verification, income checks, and reference requests. This screening is provided as a convenience and does not constitute a guarantee of a Tenant’s suitability, reliability, or creditworthiness. Final selection of a Tenant remains the decision of the Landlord.

5.5 — Tenancy Agreements

Tenancy Agreements facilitated through KeyHomez are concluded directly between Tenant and Landlord. KeyHomez may provide template agreements or guidance but is not responsible for the legal validity, enforceability, or specific terms of any agreement. Both parties are encouraged to seek independent legal advice before signing.

Section 6Escrow Service

6.1 — How the Escrow Service Works

Stage	What Happens
Initiation	Tenant and Landlord agree to use the Escrow Service. KeyHomez issues Escrow instructions including the amount, the IBAN to transfer to, and the release conditions.
Deposit of Funds	Tenant transfers the agreed Escrow Funds to KeyHomez’s designated escrow account. Funds are confirmed as received within 1–2 Working Days.
Holding Period	Escrow Funds are held securely until the agreed release conditions are satisfied or a valid release instruction is received from both parties.
Condition Verification	Upon property handover, both Tenant and Landlord confirm in writing that conditions have been met. KeyHomez may request documentary evidence (e.g. check-in report, photos).
Release of Funds	Upon confirmed satisfaction of all conditions, KeyHomez releases the funds to the Landlord (or returns them to the Tenant if conditions are not met) within 3–5 Working Days.

6.2 — Escrow Release Conditions

Release conditions will be agreed in writing between Tenant, Landlord, and KeyHomez prior to the transfer of Escrow Funds. Typical conditions include confirmation that:

• The property has been handed over in the agreed condition.
• Keys and access codes have been transferred to the Tenant.
• A signed check-in condition report has been completed by both parties.
• No material discrepancies exist between the listing description and the actual property.

6.3 — Disputed Releases

If Tenant and Landlord cannot agree on whether the release conditions have been met, KeyHomez will hold the Escrow Funds and act as a neutral adjudicator. Both parties will be given 7 calendar days to submit written evidence. KeyHomez will review the evidence and issue a release decision within a further 10 Working Days. KeyHomez’s decision as escrow holder is binding unless either party pursues formal legal proceedings. A full disputes process is set out in Section 14.

6.4 — Escrow Limitations

The Escrow Service is provided as a payment security tool only. KeyHomez does not act as an insurer, guarantor, or underwriter of any kind. We do not guarantee the condition of any property, the behaviour of any party, or the outcome of any tenancy. Our liability in connection with the Escrow Service is limited as set out in Section 10.

6.5 — Anti-Money Laundering Compliance

In operating the Escrow Service, KeyHomez is subject to the Dutch Anti-Money Laundering and Counter-Terrorism Financing Act (Wet ter voorkoming van witwassen en financieren van terrorisme — Wwft). We are required by law to verify the identity of parties to Escrow transactions and to report suspicious transactions to the Financial Intelligence Unit Netherlands (FIU-Nederland). By using the Escrow Service, you consent to these identity verification requirements.

Section 7Fees & Payments

7.1 — Fee Transparency

Any fees charged by KeyHomez for our Services will be communicated to you clearly in writing before they are applied. We do not charge hidden fees. All amounts are stated inclusive of any applicable VAT (BTW) unless explicitly noted otherwise.

7.2 — Service Fees

KeyHomez may charge service fees for rental intermediary services, tenant screening, agreement preparation, and the Escrow Service. The applicable fees will be set out in a separate fee schedule or service agreement provided to you at the relevant stage of the process.

7.3 — Escrow Service Fee

A non-refundable administration fee is charged upon initiation of the Escrow Service. This fee covers the cost of operating the escrow account, identity verification, and the release process. The fee amount will be confirmed in writing before you are asked to proceed. This fee is deducted separately from the Escrow Funds and does not reduce the amount held on behalf of Tenant or Landlord.

7.4 — Late Payment

If any fee charged by KeyHomez is not paid by the agreed due date, we reserve the right to charge statutory interest under Dutch law (wettelijke rente) from the due date until the date of payment, and to suspend the provision of Services until all outstanding amounts are settled.

7.5 — Refunds

Refund entitlements are governed by our Refund & Cancellation Policy, which forms part of this Agreement.

Section 8Intellectual Property

All content on the Website — including text, photographs, graphics, logos, icons, design elements, and software — is the intellectual property of KeyHomez or is used under licence from third parties. All rights are reserved.

• You may view and print pages from the Website for your own personal, non-commercial use only.
• You may not reproduce, distribute, modify, transmit, republish, or commercially exploit any content from the Website without our prior written consent.
• You may not use our name, logo, or trademarks without our prior written consent.
• Property photographs provided by Landlords remain the property of the photographer or Landlord. KeyHomez holds a licence to display them on the Website only.

If you believe any content on our Website infringes your intellectual property rights, please notify us at [email protected] and we will investigate promptly.

Section 9Disclaimer of Warranties

To the fullest extent permitted by Dutch and EU law, KeyHomez provides its Website and Services on an “as is” and “as available” basis. We make no warranties, representations, or guarantees, express or implied, including but not limited to:

• That the Website will be uninterrupted, error-free, or free from viruses or harmful components.
• That any property listing is accurate, complete, or current at the time of viewing.
• That a Tenant or Landlord introduced through our Services will fulfil their obligations.
• That any Tenancy Agreement facilitated by us will be legally enforceable in all circumstances.
• That the Escrow Service will prevent all losses or disputes between Tenants and Landlords.

Nothing in these Terms excludes or limits any statutory rights you have as a consumer under Dutch or EU law that cannot be excluded or limited.

Section 10Limitation of Liability

10.1 — What We Are Not Liable For

To the maximum extent permitted by law, KeyHomez shall not be liable for:

• Any loss or damage arising from the actions or omissions of any Tenant or Landlord, including breach of a Tenancy Agreement.
• Any loss arising from the condition, safety, or habitability of any listed property.
• Any indirect, consequential, special, or punitive losses, including loss of profit, loss of income, or loss of opportunity, even if we have been advised of the possibility of such losses.
• Any loss arising from your reliance on information on the Website without independent verification.
• Any disruption to or unavailability of our Website or Services.
• Any loss arising from circumstances beyond our reasonable control (force majeure), including natural disasters, government action, pandemics, or telecommunications failures.

10.2 — Cap on Liability

Where KeyHomez is found liable to you for any cause whatsoever, our total aggregate liability shall not exceed the greater of: (a) the total fees paid by you to KeyHomez in the 12 months preceding the event giving rise to the claim; or (b) €500.

This limitation does not apply to liability for death or personal injury caused by our negligence, for fraud or fraudulent misrepresentation, or for any other liability that cannot be limited under applicable Dutch law.

Section 11Indemnification

You agree to indemnify, defend, and hold harmless KeyHomez and its directors, employees, and agents from and against any claims, liabilities, damages, losses, costs, and expenses (including reasonable legal fees) arising out of or in connection with:

• Your breach of any provision of these Terms.
• Your violation of any applicable law or third-party right.
• Any false, inaccurate, or misleading information you have provided to KeyHomez, a Landlord, or a Tenant.
• Any dispute between you and another User of our Services, including any Tenant or Landlord.

Section 12Termination

12.1 — Termination by You

You may stop using our Services at any time. If you wish to close an account or withdraw from an ongoing service arrangement, please notify us in writing at [email protected]. Termination does not release you from any fees or obligations already incurred.

12.2 — Termination by KeyHomez

We reserve the right to suspend or terminate your access to our Website and Services at any time, with or without notice, if we reasonably believe that you have:

• Breached any provision of these Terms.
• Provided false or misleading information to us or to another party.
• Engaged in fraudulent, abusive, or illegal behaviour in connection with our Services.
• Failed to pay any amounts owed to KeyHomez by the agreed due date.

Termination will not affect any Escrow Funds held by KeyHomez, which will continue to be managed in accordance with the applicable escrow conditions and these Terms.

12.3 — Survival

The following sections will survive termination of these Terms: Sections 1 (Definitions), 8 (Intellectual Property), 9 (Disclaimer of Warranties), 10 (Limitation of Liability), 11 (Indemnification), 13 (Privacy), and 14 (Governing Law & Disputes).

Section 13Privacy & Data Protection

Your privacy is important to us. The collection, use, and storage of your personal data is governed by our Privacy Policy, which forms an integral part of this Agreement. By using our Services, you confirm that you have read and understood our Privacy Policy.

We process personal data in accordance with the General Data Protection Regulation (GDPR) (EU 2016/679) and applicable Dutch data protection legislation. For details on how we use cookies, please refer to our Cookie Policy.

Section 14Governing Law & Disputes

14.1 — Governing Law

These Terms and any dispute arising out of or in connection with them shall be governed by and construed in accordance with the laws of the Netherlands, without regard to conflict of law principles.

14.2 — Dispute Resolution

In the event of a dispute, we encourage you to contact us first at [email protected] so that we can attempt to resolve the matter amicably. We will acknowledge your complaint within 2 Working Days and respond fully within 14 calendar days.

14.3 — Formal Escalation

If a dispute cannot be resolved directly, the following escalation paths are available:

• Huurcommissie — for disputes relating to rental deposits, rent levels, and tenancy conditions. Visit huurcommissie.nl.
• Geschillencommissie — for consumer disputes relating to our services as an agency. Visit degeschillencommissie.nl.
• ACM ConsuWijzer — Dutch Consumer Authority information service at consuwijzer.nl.
• EU Online Dispute Resolution — the European Commission’s ODR platform at ec.europa.eu/consumers/odr.
• Civil courts — disputes may be referred to the competent court in Den Haag, the Netherlands, which shall have exclusive jurisdiction.

Section 15Amendments

We reserve the right to amend these Terms at any time. When we make material changes, we will update the version number and “Last updated” date at the top of this page. For significant changes, we will endeavour to notify you by email or via a prominent notice on our Website at least 14 days before the changes take effect.

Your continued use of our Website or Services after the effective date of any amendments constitutes your acceptance of the updated Terms. If you do not accept the revised Terms, you must stop using our Services and notify us in writing.

We recommend that you review these Terms periodically. The current version will always be available at keyhomez.com/terms.

Section 16Contact

If you have any questions about these Terms, wish to report a breach, or need to contact us in connection with any of our Services, please reach out: