1. What monitoring provides
Kind Assist, a trading name of KA SERVICES GROUP LTD, operates its monitoring team in-house, 24 hours a day, seven days a week. With a successfully activated compatible alarm, you can raise an alarm at the touch of a button. The team can contact family or emergency services as appropriate.
The service is available UK-wide, subject to network coverage, device operation and activation. It is a personal alarm response service, not continuous clinical monitoring, medical diagnosis or a care visit. No guaranteed emergency-service arrival time is offered. Automatic fall detection, health readings or GPS tracking are not promised by these terms.
2. Getting connected
Monitoring is provided by our own in-house team, rather than an external monitoring company. We must confirm setup information and nominated contacts and complete the device activation and test before the monitoring service is ready.
Use is UK-wide subject to a suitable network connection. Before accepting an order, we will explain the compatible device, charging and testing instructions, communications requirements, any known coverage limits, and the escalation arrangements. Do not rely on the device until activation and the initial test are confirmed.
3. Raising an alarm and arranging assistance
Use the alarm button in accordance with the supplied instructions. The monitoring team will respond to an alarm it receives and assess the information available. It may try to communicate with the user, contact nominated people, or contact emergency services as appropriate.
Nominated contacts may be unavailable or unable to attend. Emergency services decide their response and priority independently. Access to a property may be required; emergency responders may need to force entry. This possibility does not remove any legal responsibility Kind Assist has for its own acts or omissions.
4. Keeping the alarm ready
- Keep it charged, worn and used as directed in the product instructions.
- Complete the initial and regular test procedure specified for your device.
- Tell the monitoring team promptly if a test fails or the device is lost, damaged or behaving unusually.
- Keep contact details and any agreed access information accurate.
- Make sure nominated contacts understand their role and have agreed to be contacted.
- Explain accidental activations to the monitoring team when possible.
Specific charging schedules, water-resistance ratings and test intervals must come from the verified device instructions, not from another brand’s terms. Email is not an emergency alarm channel; in an immediate emergency call 999 if you can do so.
5. Practical service limits
An alarm depends on functioning equipment, adequate battery power and the relevant communications network. Coverage, buildings, outages and equipment faults can affect a connection. The service cannot respond to a signal it does not receive. There is no guarantee of an uninterrupted connection or an emergency-service arrival time.
We must explain material known limits before purchase and provide the service with reasonable care and skill. We should communicate significant interruptions, proposed restoration and any available remedies appropriately. This draft does not excuse failures for which consumer law makes us responsible.
6. Subscription charges, renewal and cancellation
Monthly plan: £19 per month, per device, with a minimum term of one month. It continues monthly until cancelled. Give one calendar month’s notice by emailing hello@kindassist.co.uk, or write to our business address. You can give notice during the first month. We will confirm receipt, the effective end date and the final payment. These notice arrangements do not override a legal cooling-off right.
Annual plan: £199 for 12 months, per device, paid in one payment. It renews automatically for another 12 months unless you give one calendar month’s notice before the renewal date. You can give notice earlier and ask us to stop renewal. We will clearly disclose auto-renewal before purchase, confirm your renewal date, and send a reminder sufficiently before the notice deadline so you have a genuine opportunity to cancel. The current annual price is £199; any proposed price change must be notified before the cancellation deadline and cannot retrospectively change a prepaid period.
Annual refunds: if you end annual monitoring early, give one calendar month’s notice. We refund the full unused months of monitoring remaining after the effective cancellation date, including after bereavement or a move into care. Each full unused month is calculated at one twelfth of the £199 monitoring fee; the final total is rounded to the nearest penny. There is no device-price refund simply because monitoring ends; separate statutory device and cooling-off rights still apply. A more generous statutory refund takes priority over this whole-month calculation.
How to cancel: email hello@kindassist.co.uk, stating that you wish to cancel and identifying the account or alarm user. No particular form is required. We will explain any proportionate identity or authority checks without creating unnecessary barriers. We will confirm the service end date and any refund due. If you give notice after the annual non-renewal deadline, the early-cancellation and unused-month refund route still applies; you are not locked into paying for all of a renewed year.
We will honour all applicable statutory notices, cancellation rights, cooling-off periods and refund deadlines, including any renewal protections in force at the relevant time. Once monitoring ends, the device will no longer connect to Kind Assist’s monitoring service. Arrange alternative support where needed.
7. Connectivity allowance and reasonable use
SIM connectivity is included with the subscription, subject to a fair-usage allowance of 60 minutes and 250 MB of mobile data per month, per device.
The included 60 minutes and 250 MB reset each month. If you exceed either allowance, we will notify you. No overage charge or automatic service cut-off is introduced by these terms. Any proposed additional charge or material service change must be explained and agreed before it applies. Contact us if your expected use is higher than the included allowance.
Use the device for its intended personal safety purpose and testing. Do not deliberately misuse it or harass response staff. Accidental activations and genuine requests for help are not automatically misuse. No separate activation quota has been introduced.
8. Privacy and authority
Kind Assist does not collect medical information, GPS locations, call recordings or key-safe codes as part of the service described here. We need appropriate basic account, contact and activation information to arrange monitoring and contact nominated people. The final onboarding process will explain the necessary records and who can access them.
The payer, alarm user and nominated contacts may be different people. Sharing information with or giving account access to relatives requires an appropriate basis; paying the bill is not blanket authority. Read our Privacy policy. A change to the kinds of information collected requires an updated notice and a lawful basis before collection begins.
9. Help, faults and complaints
For general questions, service administration, faults or complaints, contact hello@kindassist.co.uk. This email inbox is not a monitored emergency response channel and no 24/7 email response is promised. An activated alarm is the route to the monitoring service; call 999 directly if appropriate and possible in an immediate emergency.
Device remedies and liability protections appear in the Terms & conditions. Keep copies of your order, service information and correspondence.
Email hello@kindassist.co.uk.