1. About these Terms
These Terms & Conditions (the “Terms”) govern use of the KEYYRA website, mobile applications and service marketplace in the United Arab Emirates. The platform is operated by KEYYRA L.L.C-FZ (“KEYYRA”, “we”, “us”).
By creating an account, making a booking or using the services, you agree to these Terms. Additional terms shown before an order, including the displayed scope, price, cancellation conditions and any applicable membership terms, form part of your transaction. If they conflict with these general Terms, the more specific terms for that transaction apply only to the extent permitted by law.
These Terms do not exclude or limit mandatory rights under UAE consumer protection law.
2. Our marketplace and service providers
KEYYRA provides a digital marketplace through which customers can request services in Auto Care, Cleaning, Moving, Repair and other categories expressly offered in the application. Available locations, descriptions, prices and appointment options are shown in the applicable booking flow.
Depending on the confirmed order, a service may be performed by KEYYRA personnel or by an independent service professional or partner. KEYYRA is responsible for the platform and for obligations it undertakes to customers; any further responsibilities are determined by the actual service arrangement and applicable law. The involvement of an independent provider does not remove rights the customer holds under mandatory law.
Not every service category, location or provider type is available at all times. Only a confirmed offering displayed through KEYYRA may be ordered.
3. Eligibility and accounts
You must be legally capable of entering into a contract under applicable law, provide accurate registration information and keep it current. A mobile telephone number may need to be verified using a one-time passcode (OTP).
Keep your account credentials and verification codes confidential. Inform us promptly if you believe your account has been accessed without authorization. You must not misrepresent your identity, create fraudulent orders or use the platform unlawfully.
You are responsible for activities carried out through your account except to the extent caused by our own acts, omissions or security failures under applicable law.
You may request closure and deletion of an account through the app or the public Account Deletion page. Identity confirmation may be required. We will inform you if an ongoing order, payment dispute or statutory recordkeeping obligation affects what can be removed immediately.
4. Service areas, scheduling and order formation
Availability depends on location, service category, provider capacity, scheduling, safety and operational requirements. An order request is not a guarantee that a provider can attend at the requested time.
The app will indicate the information required for a booking and whether the request has been accepted, assigned, scheduled, modified, cancelled or completed. A binding service order arises only when the applicable booking confirmation is provided through the platform, subject to the confirmed details.
If changes are necessary, we will communicate the change and available customer options. Material changes to the agreed scope or price require customer authorization where required by law.
5. Service descriptions and estimates
Service descriptions identify the work normally included. Customers must review any stated exclusions, prerequisites, location requirements, estimated duration, materials or access needs before requesting a service.
Photographs, illustrations and approximate time indications are for general guidance unless expressly included as binding specifications in the confirmed order.
Any additional work or materials should be explained, priced and approved before being charged. Work outside the original booking is not automatically authorized.
6. Prices, taxes, invoices and payment
The price, included scope, any applicable fees and the available payment methods are displayed before an order is confirmed. Prices are presented in AED unless expressly stated otherwise. Any VAT or other legally applicable tax is charged and disclosed in accordance with the law and the actual tax status of the relevant supplier.
You may pay using only the method offered for your particular booking. If an electronic payment method is available, it may be processed by a third-party provider under its applicable security and processing terms. KEYYRA does not ask you to share full payment-card details through a support conversation.
Additional work, materials and other amounts require disclosure and your approval before they are charged, except where applicable law expressly permits otherwise. KEYYRA or the legally responsible supplier will provide a receipt or invoice as required by law.
7. Customer responsibilities and access
You must provide accurate information about the location and requested work, ensure that you are authorized to request services at the property or vehicle, and make reasonable arrangements for safe and timely access.
Please identify relevant hazards, restricted areas, fragile items, pets, building permissions, loading access and other practical conditions that may affect safe delivery of the service.
You must treat workers respectfully and must not request unlawful, unsafe or materially different work outside the confirmed booking.
8. Provider responsibilities and quality
Service professionals must perform accepted work lawfully, safely and with reasonable skill and care, consistent with the confirmed scope. KEYYRA coordinates service requests and handles complaints and relevant responsibilities as required by the particular transaction and mandatory law.
If the service appears defective, incomplete, unsafe or inconsistent with the agreed scope, contact support promptly. We will review the matter, request appropriate evidence where reasonable and identify available remedies consistent with applicable law.
9. Cancellations, rescheduling and no-shows
Available cancellation and rescheduling options depend on the booking status, timing, nature of the service and any clearly disclosed order-specific conditions. Requests should be made through the available in-app controls or by contacting support.
Any cancellation or call-out charge must have been disclosed before it becomes payable and must comply with applicable consumer law. There is no blanket automatic cancellation fee under these general Terms.
If a provider cannot attend, we will offer the remedies required by law and, where feasible, a reschedule or cancellation. The separate Refund & Cancellation Policy provides additional details and must be read consistently with these Terms.
10. Refunds, corrections and complaints
Refund or corrective-service eligibility depends on the facts of the booking, the confirmed scope and applicable law. Nothing in these Terms removes a statutory right to a refund, remedy or compensation.
Contact support at support@keyyra.com with your order reference and a description of the issue. Where reasonably necessary, we may ask for photographs, communications or other records to investigate.
If an amount is refundable, the refund method and timing will be communicated in line with the actual payment method and legal requirements. No fixed refund time or unconditional refusal of refund is imposed by this document.
11. Safety, damage and incident reports
Please report accidents, damage, injuries or safety concerns as soon as reasonably possible through support and, where appropriate, emergency services or competent authorities.
KEYYRA may investigate incidents with the service provider and relevant records. Liability for damage or injury depends on the facts, the applicable contract and mandatory law. These Terms do not exclude liability where exclusion is prohibited.
12. Moving, repair and auto-specific conditions
Moving orders may depend on accurate item lists, access, lifts, parking, building permissions and the handling of valuable, hazardous or prohibited items. Material changes to the item list or access may require a revised quote and approval.
Repair orders may require diagnosis before a final scope or materials cost can be confirmed. Replacement parts, warranties and disposal terms must be explained where applicable.
Auto services are limited to the tasks, vehicle conditions, location and legal permissions stated in the relevant service description. Customers must ensure that they are authorized to request work on the vehicle.
13. Memberships, PRO and trial offers
Where the application offers a KEYYRA PRO membership or promotional trial, the offer screen and applicable Membership Terms will specify the benefits, eligibility, trial period, fees, billing frequency, renewal and cancellation conditions before enrollment.
Enrollment in a trial does not, by itself, authorize a later payment unless the price, renewal mechanism and any required authorization have been clearly presented and accepted. A separate accepted membership offer governs those details; these general Terms do not create any undisclosed subscription charges.
Membership benefits are available only where and while they are expressly offered in the application.
If benefits consist solely of discounts or priority access for real-world services, the price and payment method are shown in the membership offer. Any digital-only entitlement that is subject to an app marketplace billing rule will be offered using the required billing method. No provision in these Terms overrides a marketplace’s mandatory consumer protections.
14. Communications and support
We may send operational communications necessary for verification, booking management, safety, support and important service updates through channels provided by the customer, as permitted by law.
Marketing communications, where used, are subject to applicable consent and opt-out requirements. For general and order-related support, contact support@keyyra.com.
15. Personal information
Our collection and use of personal information are described in the Privacy Policy. That policy addresses account and order information, location data, service provider coordination, support systems and data-subject requests.
Nothing in these Terms requires consent to optional marketing or other processing where consent must be freely given under applicable law.
Our Privacy Policy explains your data rights and the public process for account deletion. Requests may be sent without using a specific device or reinstalling an app.
16. Acceptable use and intellectual property
You may use KEYYRA only for lawful personal or authorized business purposes consistent with these Terms. You must not interfere with platform operation, impersonate others, attempt unauthorized access, scrape restricted systems or use the service for fraud.
The KEYYRA name, brand, site content and software are protected by applicable intellectual property law. These Terms grant only a limited, revocable right to use the platform as intended and do not transfer ownership of our intellectual property.
17. Account restriction and termination
KEYYRA may restrict or suspend an account where reasonably necessary to address security concerns, fraud, abusive conduct, legal requirements or serious breaches of these Terms, with appropriate notice where practicable.
Customers may request account assistance or closure by contacting support. Closure does not automatically erase records that we must or may lawfully retain, nor does it cancel outstanding lawful obligations.
18. Platform changes and availability
We may improve, add, discontinue or modify platform features or service coverage. Temporary outages may occur. We will not retrospectively change the agreed price or essential conditions of a confirmed order without the customer’s agreement or another lawful basis.
KEYYRA does not promise uninterrupted access, but this does not limit statutory remedies for failures for which we are legally responsible.
19. Liability and mandatory consumer rights
Neither these Terms nor any order-specific policy excludes liability for fraud, wilful misconduct, personal injury, unlawful conduct, or any other matter for which limitation is prohibited by applicable UAE law.
Any allocation of responsibility between KEYYRA and a service provider does not diminish the rights that a customer has against the legally responsible party under applicable consumer protection law.
20. Governing law and dispute resolution
These Terms are governed by the laws of the United Arab Emirates, subject to any mandatory law applying to the transaction or customer.
We encourage customers to contact support@keyyra.com so we can review complaints and attempt a fair resolution. Customers retain their right to approach competent consumer protection authorities and courts. No exclusive forum, arbitration clause or waiver of statutory remedies is imposed by these Terms.
21. Changes to Terms
We may publish amended Terms where required by legal, regulatory, operational or product changes. The updated version and effective date will be made available on the website or app.
Changes that materially affect an existing confirmed order will not automatically override its accepted terms or mandatory consumer rights.
22. Operator details and contact
The operator of the KEYYRA platform is KEYYRA L.L.C-FZ, United Arab Emirates.
For customer enquiries, order issues, complaints and notices under these Terms, email support@keyyra.com. Further corporate and service-specific information may be supplied through the official platform and transaction documentation where required by law.
Customer and privacy support: support@keyyra.com. The service supplier, price and legally required invoice details for a booking will be communicated through the applicable transaction records. Further corporate details required by law will be provided through KEYYRA’s official channels.