Help & Support

From My bookings, or with the one-click links in your confirmation email (they sign you in, no password needed). You can suggest a new time or cancel outright.

Cancel 48+ hours before the call: full refund. Between 24 and 48 hours: 50%. Inside 24 hours: non-refundable. If your expert cancels or doesn’t show, you’re always refunded in full. Refunds land back on your card in 5–10 business days, and the exact amount is shown before you confirm a cancellation.

When you book. Your expert, though, is only paid after the call actually happens, Key holds the payment in between, which is what makes the refund policy above possible.

During the soft launch, payments run in Stripe’s test mode, real cards are declined by design, and the booking page explains which test card to use. If you hit this, you’ve found the edge of the beta; email us and we’ll take care of you.

No, calls run in the browser on desktop and phone. Your confirmation email has the call link; it goes live shortly before your start time.

Yes, that’s a feature. Both participants can replay the call afterwards on the shared digital desk, with a transcript and every place mentioned. If you want a recording deleted, email us.

On your digital desk: every pinned place with a map, exports to Google and Apple Maps, a walking route, and the replay. The desk link is in your emails and on My bookings.

If the call had technical trouble, or your expert didn’t show, email us with the booking date and expert’s name, every call is recorded, so we can see what happened rather than argue about it. An expert cancellation or no-show always means a full refund.

Apply at become an expert. Every application is reviewed by a human; approved experts get an invite link and the guide above covers everything from profile to payout.

You keep 80% of each call. After the call ends, your share transfers automatically to your bank via Stripe, typically arriving within a few business days, and you get a “you’ve been paid” email. Set up payouts once from your profile dashboard; Stripe handles your bank details directly.

From My bookings, propose a new time, your client confirms it with one click from their email. If you have to cancel outright, the client is always refunded in full, whatever the timing, so cancel early and rarely.

On your availability page: set weekly hours, block out days off, and set the date you’re accepting bookings until. We email you before that date lapses so you never go quietly unbookable.

On the availability page, disconnect and reconnect the calendar, that refreshes the connection in one click. While connected, it works both ways: your existing events block Key bookings, and confirmed calls are written into your calendar.

Any time, from your profile dashboard. New prices apply to new bookings; anyone already booked keeps the price they paid.

Inside 24 hours a booking is non-refundable, so a no-show still pays you in full. Wait a reasonable few minutes, then you’re free, and if anything about it feels off, email us; the recording shows what happened.

Every call’s desk stays yours: the replay, the transcript, and every place you recommended, your own record of every client. Find them on My bookings.

Email hello@key.new from your account’s address and we’ll handle deletion, see the privacy policy for exactly what that covers.