Support
We’re here to help. Most questions are answered below — anything else, email us and we’ll get back within one business day.
Contact
General support: support@nightkey.io
Billing and refund disputes: billing@nightkey.io
Privacy and data requests: privacy@nightkey.io
Frequently Asked Questions
How do I verify my ID before booking?
Open the app, go to Profile → Verify Identity, and follow the prompts. You’ll capture the front and back of your government-issued ID and take a quick selfie. Most verifications complete within a minute. The captured images are used only for age and identity verification and are stored securely; see our Privacy Policy for details.
How do I cancel or change a booking?
Go to Bookings, tap the reservation, and use Cancel or Modify. Each venue sets its own cancellation window — you’ll see it on the booking screen before you confirm. Refunds for eligible cancellations are returned to the original payment method within 5–10 business days.
I was charged but my booking didn’t go through.
Most failed authorizations release back to your card within 3–5 business days without any action needed. If you’re still seeing a hold after that, email billing@nightkey.io with your name, the date of the attempt, and the venue. We can trace the transaction with our payment processor.
How do I dispute a charge?
Email billing@nightkey.io with the booking number, the disputed amount, and a description of the issue. We respond within one business day and will coordinate with the venue if needed.
How do I delete my account?
Open the app and go to Profile → Settings → Delete Account. Your account and personal data will be removed within 30 days, except where retention is required for legal, tax, or fraud-prevention purposes (for example, transaction records under applicable financial regulations). You can also email privacy@nightkey.io to request deletion.
Reporting inappropriate content or behavior
If another user’s message, profile, or behavior violates our terms, use the Report action in the app or email support@nightkey.io. We review reports within 24 hours and take action including content removal, warnings, or account suspension where appropriate.
I’m a venue or promoter — who do I contact?
Operational questions about your venue dashboard, payouts, or promoter onboarding go to partners@nightkey.io.