Last updated 8 September 2026.
The short version
Read anything here. Quote it, with attribution and a link. Adapt it inside your own business — that is why we publish. Do not repackage the library and sell it. What has worked for us may not work for you, and deciding that is your call and your responsibility.
What this site is
20 Keys publishes real operating documents from a working hospitality business — playbooks, principles, tools and notes from the floor. They describe how one business does things. They are not professional, legal, employment, safety or financial advice, and they are not a standard anyone is certifying you against. You are responsible for deciding what applies to you and for complying with the law where you operate.
Your account
Signing in is by emailed link, so your inbox is the key — keep it to yourself, and tell us if you think someone else is using your account. We can suspend or close an account being used to abuse the site or anyone on it.
Comments
Write things you would say out loud in a room full of colleagues. No abuse, no spam, no advertising, nothing unlawful, and nothing that gives away a person's private information — a guest's, a colleague's or your own. Your first comment is reviewed before it appears; after that you post directly.
What you write stays yours. By posting it you give us permission to publish it on this site and to keep it there. We can decline, edit or remove any comment.
What you may do with our words
The documents on this site belong to 20 Keys. You may read them, print or download them for your own use, quote from them with attribution and a link back to the page, and adapt the practices they describe inside your own business.
What you may not do is republish a document in substance, mirror the library, or sell or licence any of it as your own material.
Search and AI crawlers are welcome, and are named explicitly in our robots.txt. If a model or a search engine quotes us, we ask for what we would ask of a person: attribution and a link.
Trade marks
20 Keys℠ is a service mark of 20 Keys. Nothing here gives you the right to use it, or our name and design, as your own.
Links out
Where we link to somebody else's site we are pointing at something useful, not vouching for it. What happens there is between you and them.
What we do not promise
The site is provided as it is. We do not promise that it will always be available, that everything on it is current, or that following anything here will produce a particular result. A practice that suits one property in one country may be wrong, or unlawful, in another.
Liability
To the extent the law allows, 20 Keys is not liable for loss arising from your use of this site or of anything published on it. Nothing in these terms limits liability that cannot lawfully be limited — including for death or personal injury caused by negligence, or for fraud — and if you are a consumer in the UK or EU, your statutory rights are unaffected by anything written here.
Governing law
These terms are governed by the law of [to be completed], and disputes go to its courts. If you are a consumer in the UK or EU, that does not take away your right to bring a claim where you live.
Changes
We may change these terms. The date at the top says when they last changed, and using the site after that means you accept the new version.
Contact
Anything about these terms goes to hello@20keys.org.