Terms & Conditions

Last updated: May 2025

Important: Please read these Terms carefully before using the Kelva service. By subscribing to Kelva, you agree to be bound by these Terms.

1. About Kelva

Kelva ("we", "us", "our") provides home safety monitoring technology and concierge visit services for older adults living independently. We are not a registered care agency and do not provide regulated medical or personal care.

• Address: New City House, 57–63 Ringway, Preston, PR1 1AF

• Email: hello@kelva.co.uk

• Phone: 01772 000 000

2. Eligibility and service area

Our services are currently available in the following areas of England:

• Lancashire (including Preston, Ribble Valley, Wyre, and Lancaster)

• Wigan

• Essex (including Harlow and Epping)

We will confirm availability for your specific postcode before entering into any subscription agreement. We reserve the right to expand or change our service areas at any time.

3. Our services

Subject to the subscription package selected, Kelva provides:

• Smart monitoring: Installation and maintenance of non-intrusive sensors (motion, temperature, door/window) in the client's home

• Automated alerts: Real-time notifications to designated family members via the Kelva app or SMS/email when sensor activity falls outside normal patterns

• Weekly wellness reports: A summary of activity data sent to family members each week

• Concierge visits (Closer Connection package only): A weekly 1-hour visit from a DBS-checked Kelva concierge to provide companionship, assistance with small tasks, and scam and tech support

Kelva does not provide personal care, medical advice, emergency response, or regulated care services of any kind.

4. Subscriptions and pricing

4.1 Packages: Kelva offers two subscription packages. Pricing is as set out on our website at the time of subscription and may be updated with notice (see clause 4.4).

4.2 Setup fee: A one-off setup fee is charged upon commencement of the service, covering sensor equipment and installation. This fee is non-refundable once installation has taken place.

4.3 Monthly billing: Subscription fees are billed monthly in advance by direct debit or card. The first payment is taken upon subscription confirmation.

4.4 Price changes: We will give you at least 30 days' written notice of any change to your subscription price. Continued use of the service after the notice period constitutes acceptance of the new price.

5. Cancellation

5.1 By you: You may cancel your subscription at any time by giving us 30 days' written notice by email to hello@kelva.co.uk. You will continue to have access to the service during the notice period and will be charged your usual monthly fee for that period. No refunds will be given for any unused portion of a monthly billing period.

5.2 Equipment: Upon cancellation, you must allow us access to the property to remove the sensor equipment within 30 days of the cancellation date. Failure to provide access may result in a charge for the equipment.

5.3 By us: We reserve the right to suspend or terminate the service immediately if you breach these Terms, fail to pay fees when due, or if we are unable to safely continue providing the service.

6. Access to the property

By subscribing to Kelva, you confirm that:

• You have the authority to grant Kelva access to the property for installation, maintenance, and concierge visits

• The person receiving the service (the client) has been informed about and consents to the Kelva service

• You will ensure Kelva staff can access the property at agreed times

7. Our responsibilities

We will:

• Provide the service with reasonable care and skill

• Ensure all concierges are DBS checked before visiting any client's home

• Maintain sensors and respond promptly to technical issues

• Handle all personal data in accordance with our Privacy Policy and UK GDPR

8. Limitations of liability

8.1 Kelva is not an emergency response service. Our monitoring alerts are designed as an additional layer of support — they are not a substitute for emergency services (999), medical care, or regulated care.

8.2 While we take all reasonable steps to ensure our sensors and systems function correctly, we cannot guarantee 100% uptime or that every alertable event will be detected. Technology may fail, and sensor coverage may have limitations depending on property size and layout.

8.3 Subject to clause 8.4, our total liability to you in connection with the service is limited to the total subscription fees paid by you in the 12 months preceding the event giving rise to the claim.

8.4 Nothing in these Terms excludes or limits our liability for death or personal injury caused by our negligence, fraud, or any other liability that cannot be excluded or limited by English law.

9. Complaints

We take all complaints seriously. If you are unhappy with any aspect of our service, please contact us:

• Email: hello@kelva.co.uk

• Phone: 01772 000 000 (Mon–Fri, 9am–5pm)

We aim to acknowledge all complaints within 2 business days and resolve them within 14 days.

10. Governing law

These Terms are governed by the laws of England and Wales. Any disputes will be subject to the exclusive jurisdiction of the courts of England and Wales.

11. Changes to these Terms

We may update these Terms from time to time. We will give you at least 30 days' notice of any material changes by email. Continued use of the service after the notice period constitutes your acceptance of the updated Terms.

12. Contact

For any questions about these Terms, please contact us at hello@kelva.co.uk or call 01772 000 000.

Note: These Terms & Conditions are a template provided for informational purposes. We recommend having them reviewed by a qualified solicitor before publishing to ensure they are appropriate for your specific business circumstances.