Terms & Conditions

Last updated: October 2026

Important: Kelva is a wellbeing service. It is not a medical, care or emergency response service, and Kelva alerts do not call for help on your behalf. In an emergency, always call 999.

Please read these Terms carefully. By subscribing to Kelva, you agree to be bound by them.

1. About Kelva

Kelva is a trading name of PrestonTrade Ltd ("Kelva", "we", "us", "our"). Kelva is a home wellbeing service for adults who want to stay independent in their own homes. It brings together discreet home sensors, the Kelva app, and regular visits from a Kelva Wellbeing Associate.

We are not a registered care provider. We do not provide regulated care, personal care, medical advice or emergency response.

Address: New City House, 57–63 Ringway, Ground & 1st Floors, Preston, PR1 1AF

Email: hello@kelva.co.uk

2. Words we use

You — the person who subscribes to Kelva and pays for it. This may be the Client or a family member.

Client — the person who lives in the home where Kelva is installed.

Wellbeing Associate or Associate — the member of the Kelva team who visits the Client and follows up alerts.

Equipment — the sensors and home hub we install.

App — the Kelva mobile app.

Contact plan — the plan we agree with you and the Client for who is contacted when something changes, and how.

3. Service area

Kelva is based in Preston and serves families across Lancashire. We confirm that we can serve your postcode at the free home assessment, before you subscribe.

4. What the service includes

Depending on the package you choose, Kelva provides:

A free home assessment: we visit, listen, and recommend the sensors and package that fit the home. There is no obligation to go ahead.

Equipment and installation: sensors that notice movement and presence in key rooms, sensors on kitchen appliances such as the fridge, kettle and microwave, a sleep sensor that sits under the mattress, and a home hub. Kelva uses no cameras, and there is nothing to wear or press.

The Kelva app: a daily wellbeing score with sleep, meals, hot drinks and activity, plus alerts, visits and wellbeing summaries.

Automated wellbeing alerts: raised at any time of day when the pattern at home changes — for example a possible fall, a long spell without movement, a missed meal, fewer hot drinks, a restless night, or the home hub going offline. Alerts appear in the App and are sent to the Client's Wellbeing Associate. Who else is contacted, and how, is set out in the contact plan.

Wellbeing Associate visits: 30-minute visits in person from a dedicated Associate, once or twice a week depending on your package.

Wellbeing reports: a weekly summary in the App and a monthly wellbeing report, which the Associate talks through with the Client.

We offer three packages: Peace of Mind, Closer Connection and Premium Support. What each package includes is described on our website and in our brochure at the time you subscribe, and we confirm it to you in writing before the service starts.

5. What Kelva is not

5.1 Kelva is not a medical, care or emergency response service. We do not diagnose, treat or give medical advice, and we do not provide personal care.

5.2 Alerts, and callback requests made in the App, do not contact the emergency services. In an emergency, always call 999.

5.3 Wellbeing scores, summaries and reports describe everyday activity patterns at home. They are not a medical assessment. Overnight readings such as heart rate and breathing rate are shown for general wellbeing only, and must not be used to diagnose or manage any medical condition. If you are worried about someone's health, speak to their GP or call NHS 111.

5.4 Sensors have limits. In particular:

fall alerts cover only the rooms fitted with a fall sensor under your package;

meals and drinks made away from home, or without the monitored appliances, are not counted;

visitors and guests in the home can affect readings;

the Equipment needs mains power and a working home broadband connection to report.

5.5 Kelva learns the Client's usual routine over the first weeks. Alerts that depend on a change from that routine may be less reliable during this period.

6. Fees and payment

6.1 Monthly fee: the monthly fee for your package is as shown on our website at the time you subscribe.

6.2 Hardware and installation: a one-off hardware and installation cost applies to every package. We quote it in writing after the free home assessment, before you commit to anything, and it is charged when the service starts. Subject to clause 11.2 and your legal rights, it is not refundable once installation has taken place.

6.3 Billing: monthly fees are billed monthly in advance. The first payment is taken when your subscription is confirmed.

6.4 Optional extras: extra Associate visits, extra sensors and other additions are priced on request and agreed with you in writing before they are added.

6.5 Price changes: we will give you at least 30 days' written notice of any change to your monthly fee. If you do not accept the change, you may cancel under clause 11 before it takes effect. Continuing to use the service after the notice period means you accept the new price.

7. Equipment

7.1 Ownership: once you have paid the hardware and installation cost, the Equipment belongs to you.

7.2 Installation and maintenance: we install the Equipment and, while your subscription is active, we maintain it and repair or replace any item that develops a fault in normal use.

7.3 What the home needs: a working home broadband connection and a mains power socket for the hub. Please keep the hub switched on and connected, and do not move, cover or unplug sensors without telling us first. If the Equipment is switched off, moved or disconnected, Kelva may not be able to show information or raise alerts.

7.4 Other manufacturers: some sensors are made by other companies and rely on those companies' own systems to work.

8. Your responsibilities

By subscribing to Kelva, you confirm that:

you have the authority to arrange the service and to give us access to the home for the assessment, installation, maintenance and Associate visits;

the Client has been told how Kelva works, including what the sensors notice and who sees the information, and has agreed to it. If the Client cannot make that decision for themselves, you confirm that you have the legal authority to make it for them (for example under a lasting power of attorney);

the information you give us is accurate, and you will keep contact details and the contact plan up to date;

you will keep App sign-in details safe and share access only with people the Client has chosen.

Please also tell us, or record in the App, when the Client has guests staying, goes into hospital, or is away from home. This stops Kelva misreading those days. While a hospital stay or time away is recorded, routine wellbeing alerts (such as a missed meal or a long spell without movement) are paused; fall alerts and hub-offline alerts stay switched on. Please tell us as soon as the Client is home again.

9. Wellbeing Associate visits

9.1 Every Associate is DBS checked before visiting any Client.

9.2 Visits are for conversation, companionship and a second pair of eyes on how things are at home. Associates do not provide personal care, give medical advice or handle medication.

9.3 We aim to send the same Associate each time. When they are away, another Associate will cover, and we may need to rearrange a visit. Upcoming visits are shown in the App, where the Client can also cancel a visit if plans change.

9.4 After each visit the Associate records notes and observations, which the Client can read in the App.

9.5 If we are seriously worried about a Client's safety or welfare, we may contact the people named in the contact plan, the Client's GP, the emergency services or the local safeguarding team.

10. The Kelva app

10.1 While your subscription is active, we give you and the Client permission to use the App for the purposes of the Kelva service only.

10.2 The App needs an internet connection. Notifications depend on your phone's settings, your network and services outside our control, so we cannot guarantee that every notification will arrive, or arrive immediately.

10.3 We may update the App from time to time to improve it or keep it secure.

11. Cancellation

11.1 By you: Kelva is a rolling monthly subscription with no minimum term. You may cancel at any time by giving us 30 days' written notice by email to hello@kelva.co.uk. The service continues, and your usual monthly fee is charged, during the notice period. We do not refund unused parts of a month.

11.2 Your right to change your mind: if you subscribed at home, online, by email or by phone, you have a legal right to cancel within 14 days of subscribing, without giving a reason. To do so, email hello@kelva.co.uk. If you asked us to start the service during those 14 days, you will pay for what we provided up to the time you cancelled.

11.3 Equipment: the Equipment is yours to keep. When the service ends we disconnect it from Kelva and the App stops showing new information. If you would like us to remove the Equipment, tell us and we will arrange a visit.

11.4 By us: we may suspend or end the service immediately if you seriously breach these Terms, if fees are not paid when due, or if we cannot safely continue to provide the service. In any other case we will give you at least 30 days' written notice.

11.5 Your information: the privacy notice we give you when you join explains what happens to personal information when the service ends.

12. Our responsibilities

We will provide the service with reasonable care and skill, make sure every Associate is DBS checked, maintain the Equipment and respond promptly to technical problems, and handle personal information in line with UK data protection law.

13. Limitations of liability

13.1 Kelva is an additional layer of reassurance. It is not a substitute for the emergency services (999), medical care or regulated care.

13.2 We take reasonable steps to keep the sensors and systems working, but we cannot guarantee that the service will be available without interruption or that every event will be detected. Technology can fail, and what the sensors can notice depends on the size and layout of the home and on the package chosen.

13.3 We are not responsible for failures caused by things outside our reasonable control, such as power cuts, loss of home broadband, or faults in mobile networks and other third-party services.

13.4 Subject to clause 13.5, our total liability to you in connection with the service is limited to the subscription fees you paid in the 12 months before the event giving rise to the claim.

13.5 Nothing in these Terms excludes or limits our liability for death or personal injury caused by our negligence, for fraud, or for anything else that cannot be excluded or limited under English law. Nothing in these Terms affects your legal rights as a consumer.

14. Privacy and cookies

Our Privacy Policy explains how we use information collected through our website, and our Cookie Policy explains the cookies it uses. Information from the Client's home and the App is covered by a separate privacy notice, which we give you when you join and which is available in the App.

15. Complaints

If you are unhappy with any part of the service, email hello@kelva.co.uk. We aim to acknowledge every complaint within 2 business days and to resolve it within 14 days.

16. Governing law

These Terms are governed by the laws of England and Wales. Disputes are subject to the exclusive jurisdiction of the courts of England and Wales.

17. Changes to these Terms

We will give you at least 30 days' notice by email of any material change. Continuing to use the service after the notice period means you accept the updated Terms.

18. Contact

Email: hello@kelva.co.uk · Post: Kelva, New City House, 57–63 Ringway, Ground & 1st Floors, Preston, PR1 1AF