Questions from travellers
The ten things people ask before they book. Browse the experts when you are ready, or read on.
- What is a Key call?
Thirty minutes on video with someone who genuinely knows the place you are going: a chef, a bartender, a guide, a curator, a writer who lives there. You talk about your trip over a live shared map, they drop pins as they speak, and you leave with a personal list of places you can open in Google or Apple Maps. It is the conversation you wish you could have with a well-connected friend in every city.
- Who are the experts?
People with taste who live where you are going and are already the one their friends ask. Every expert applies, and every application is read by a human; the roster is hand-picked, not self-serve. There are no sponsors, no affiliate links and no upselling anywhere on Key, so a recommendation is only ever a recommendation.
- How much does it cost?
Each expert sets their own price, shown on their page in US dollars, and you pay by card when you book. There is no subscription and no membership; you pay for the call you book and nothing else. Some experts offer a free introductory call.
- How do I get the most out of the call?
Tell your expert about yourself before you meet. Once you book, you both get a shared digital desk where you can write a few lines: where you are staying, who is travelling, what you love, what you would rather avoid, the one thing you must not miss. They read it before the call, so the thirty minutes start on your trip rather than on introductions.
- What do I take away afterwards?
Everything. The call is recorded and transcribed, so you keep a replay and a searchable transcript. Every place mentioned sits on your shared desk with a note, and you can export the whole list to Google Maps or Apple Maps in one tap and carry it with you on the trip.
- Can I reschedule or cancel?
Yes, from your bookings page. Either side can propose a new time and the other accepts. If you cancel with more than 48 hours’ notice you are refunded in full; between 24 and 48 hours you get half back; inside 24 hours the booking is non-refundable. If your expert cancels or does not show up, you are always refunded in full. The terms have the details.
- What if something goes wrong on the call?
Calls run in the browser on desktop and phone, with no app to install, and your confirmation email has the link. If the video fails, the expert does not turn up, or the call falls far short of what was promised, tell us from your bookings page or at hello@key.new. A person reads it, we look at what actually happened rather than argue about it, and an expert no-show always means a full refund.
- Is the call recorded, and what happens to my data?
Yes, so you get the replay and the list. You agree to the recording when you book and the expert agrees when they join; it is shared only between the two of you. Your expert never sees your phone number, email or payment details. Payments are handled by Stripe, and the privacy policy sets out what we keep and for how long.
- Can I give a call as a gift?
Yes. A Key gift voucher covers a call with any expert in any city, and it never expires. The recipient chooses the expert and the time; you choose the amount and the message.
- How do I get help?
Write to hello@key.new or reply to any email from us; a human reads every message. The support page covers the practical questions about joining a call, and the status page shows whether anything is wrong on our side.