Terms & conditions

1. Who you are buying from

Kind Assist is a trading name of KA SERVICES GROUP LTD. Business and returns address: Unit 1, 50 Jessie Street, Glasgow, G42 0PG, United Kingdom. Email: hello@kindassist.co.uk.

We are not VAT registered. No VAT is charged separately by Kind Assist.

Outstanding business detail: company registration number and confirmation of registered office, if different from this business address.

2. These documents and your order

These draft terms cover device purchases and the ordering process. The separate Terms of service describe monitoring. The Privacy policy explains information handling. Final terms must be supplied before a customer commits and in a form they can retain.

The current plan builder is a selection tool. Downloading a summary or sending an enquiry does not create a purchase contract, charge a payment or activate monitoring. The final order process must identify when acceptance occurs and provide written confirmation.

3. Choosing for yourself or another person

The contracting customer must be at least 18 and able to enter the agreement. If you are purchasing for someone else, ensure you have the appropriate authority, involve the alarm user and pass on the instructions and service information. Being the payer does not automatically authorise access to another person’s health or account information.

4. Products and prices

A device plus the first month is £88.99. A device plus the first year is £268.99. Annual monitoring saves £29 compared with twelve monthly payments. Kind Assist is not VAT registered; no VAT is added separately.

Each device comes with a welcome pack and charging cable. SIM connectivity includes 60 minutes and 250 MB of mobile data per month, per device, subject to the fair-usage information in the Terms of service. UK delivery is free. The device price is separate from the monitoring subscription.

5. Payment, delivery and activation

Delivery is usually within seven days. This is an estimate, not a guaranteed arrival date. We will explain any different delivery timeframe before accepting your order and notify you of material delays. UK delivery is free.

Your package includes a welcome pack, the selected device and a charging cable. Monitoring is operated in-house by Kind Assist for use across the UK, subject to the relevant mobile network coverage and successful activation. UK-wide availability does not guarantee a usable signal at every location.

The order confirmation must set out payment arrangements, the subscription start date and setup instructions. Monitoring starts only once the required setup and activation are confirmed; receiving a device is not proof of an active connection. Complete the initial test in the supplied instructions before relying on the alarm.

6. Changing your mind

For a qualifying distance purchase of goods, you normally have 14 days after the day you receive the goods to tell us you wish to cancel, and a further 14 days to return them. Service contracts normally have a 14-day cancellation period after the contract is made. Where goods and monitoring are sold together, the applicable cancellation information must be explained for that contract.

You can cancel by sending a clear statement to hello@kindassist.co.uk. You do not have to use a particular form. Send your notice before the applicable deadline.

If you expressly request service to start during the cancellation period, a proportionate charge for service actually supplied may apply only where the legal requirements, including the necessary pre-contract information, have been met. Starting service does not automatically remove all cancellation rights.

7. Returns and refunds

For a valid change-of-mind cancellation of goods, you pay the direct return postage cost. Send returns to KA SERVICES GROUP LTD, Unit 1, 50 Jessie Street, Glasgow, G42 0PG, United Kingdom. Please contact us first so we can help identify the order; doing so is not a condition that removes your statutory cancellation rights.

We refund the goods and standard outbound delivery where legally required. We may withhold a goods refund until the goods arrive back or you provide evidence of return, whichever is sooner, where the law allows. Refunds will be made without undue delay and within the applicable statutory deadline, normally within 14 days of that trigger. Service cancellation refunds follow their applicable legal deadline.

A deduction for reduced value is allowed only where lawful and where handling went beyond what was necessary to assess the goods. Original packaging is helpful but is not an absolute condition of statutory cancellation rights. Faulty-device returns and other statutory remedies are separate from change-of-mind returns; we bear reasonable return costs where legally required.

8. Faults and your consumer rights

We provide a one-year device warranty, handled in-house by Kind Assist, starting on delivery. Contact hello@kindassist.co.uk with your order details and a description of the fault. We will assess the fault and arrange the appropriate repair or replacement under the warranty.

The warranty covers faults arising in normal use. Damage caused by misuse or unauthorised alteration, and ordinary wear, are not manufacturing faults. A warranty claim will be assessed on its facts; these provisions do not exclude remedies required by consumer law.

Goods must be as described, of satisfactory quality and fit for purpose. Services must be provided with reasonable care and skill. Depending on the circumstances, statutory remedies can include rejection, repair, replacement, repeat performance, a price reduction or refund. The one-year warranty is additional to those rights and does not impose a one-year limit on them. We bear reasonable fault-related return costs where legally required.

9. Ending or renewing monitoring

Monthly monitoring has a minimum term of one month and requires one calendar month’s notice to cancel. Annual monitoring renews automatically for another year unless you give one calendar month’s notice before renewal. You may give advance notice and ask us to confirm the end date.

Unused full months of annual monitoring are refundable when the annual service ends, including following bereavement or a move into care. See the Terms of service for the cancellation, renewal and refund arrangements. Your legal cooling-off and other statutory rights take priority over these commercial notice rules.

10. Responsibility and limits

We remain responsible for loss and damage for which the law makes us responsible. Nothing in these terms excludes liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, or any other liability that cannot lawfully be excluded. Nothing removes your mandatory consumer rights.

Alarm use involves the practical limits set out in the service terms. Those limits are not a blanket exclusion of responsibility for our own failures. No guaranteed arrival time for family members or emergency services is offered.

11. Complaints, changes and disputes

Please send complaints to hello@kindassist.co.uk, with the order reference if available and the outcome you are seeking. Do not send sensitive records unless we have arranged a suitable way to receive them. We will investigate and explain the proposed resolution.

We must give any legally required information about applicable dispute resolution if a complaint remains unresolved. No ombudsman membership or accreditation is claimed here.

Material changes to agreed prices or service terms must have a lawful, fair basis and be explained with the required notice and remedies; publishing a new version does not by itself rewrite an existing contract. Applicable mandatory consumer protections and rights to bring proceedings in an appropriate local court are preserved. The trader’s location and final governing-law clause must be confirmed.

12. Optional cancellation wording

You may email hello@kindassist.co.uk with the following statement, or use your own clear words:

To Kind Assist: I give notice that I cancel my contract for the following goods and/or services. Please include the item or service, order date or delivery date, your name, address, order reference if known, and the date of this notice.

A signature is required only if submitting a paper form. Providing an order reference is helpful but is not a precondition to exercising a legal right to cancel.

13. Using this website

You may browse this website and save a plan for personal use. Do not interfere with its security, attempt unauthorised access, introduce malicious code or use it unlawfully. Website content is protected by applicable intellectual-property rights; browsing does not grant a licence for commercial reuse.

We aim to keep information accurate and will correct errors. Product descriptions and promises forming part of a customer contract remain subject to your legal rights. External websites have their own terms and privacy notices. Website availability is separate from an activated monitoring connection.