Payment

We accept Visa and Mastercard credit and debit cards. We do not accept other payment methods.

You pay on the hosted payment page of our PCI DSS compliant payment provider. When you select Pay at checkout, you are taken to that page to enter your card details, and brought back to Keyrook once the payment is complete.

We do not store or process full payment card data. Your card number, expiry date and security code are entered on the payment provider’s page and never pass through our website. We receive only the result of the payment and a transaction reference.

Payments use 3-D Secure and Strong Customer Authentication. Your bank may ask you to confirm the payment, for example in your banking app or with a one-time code. If you do not complete that step, the payment is not taken.

You can view prices and pay in EUR, USD and GBP. Our prices are set in EUR; the other currencies are converted at our current exchange rate. The total at checkout, in the currency you selected, is the amount we charge.

If your card is in a different currency, your card issuer may convert the amount and add its own fee. We do not control that fee.

ALDERROCK LTD is not registered for VAT. We do not charge VAT, and no VAT is shown at checkout or on your order confirmation or invoice.

Your card is charged when you complete payment on the provider’s page. We confirm your order, send a confirmation email and request your keys only after the provider confirms the payment to us. If the payment is declined or cancelled, nothing is charged and no key is issued.

If a payment fails, check the card details and that your bank has approved the payment, then try again. If it still fails, contact your bank or email us at info@keyroook.com.

Refunds go back to the card used for the order, in the same currency, within 14 days as described in our Refund policy. We cannot refund to a different card or account.

The charge appears under the name of ALDERROCK LTD or Keyrook, depending on your bank. If you do not recognise a charge, email info@keyroook.com before contacting your bank and we will find the order.

If something is wrong with an order, please contact us first; we can usually solve it faster than a card dispute. How we handle chargebacks is set out in our Terms and conditions.