Service Terms

Hello. We are Kinly. We help older people to live independently by unlocking the services and financial support that are available but that are largely not known about or difficult to understand.

You are receiving these terms because you have expressed an interest in our services. You should read these terms carefully. They tell you about the services we provide, how we charge for them and what we expect from you when you use our services.

If you would like to receive these terms in a different format please contact us at info@kinly.org.uk.

Kinly is the trading name of Healthspan Technologies Limited. Our company number is 15728029 and our registered office is located at Spaces West Kensington, Avonmore Road, London, United Kingdom, W14 8TS.

1. Our services

Our mission is to help older people to live independent lives for longer. You can read more about our mission statement on our website www.kinly.org.uk.

You can find everything you need to know about Kinly and our services on our website or from our team of specialists before you decide to use our services.

We provide a range of services to help older people access financial and other forms of support. You can find a list of our services and the support that we can help you apply for at the end of these terms under “Support and Pricing”. We are constantly updating the services we provide as we seek to improve our services, so this list may change from time to time.

Our terms may change from time to time. If we need to make a change to our terms we will notify you in writing using the address details you give us during your application process.

2. Our promise to you

At Kinly, we treasure the trust you place in us to support you through your ageing journey. We have built our business around principles we believe in and stand by. We make the following promises to our clients.

We are here for you – Our focus is on delivering the best outcomes for our clients and being accessible and available to speak to when needed. We will not hide away from open conversations and feedback.
Acting with respect – We will strive to engage with all those with whom we come into contact with the utmost respect, integrity and inclusivity.
Our goal is to deliver value – We believe in the work we do and why we are doing it but this is underpinned by our determination to support our clients in unlocking value. We only charge for our service when this value is delivered.
Trust and security are sacrosanct – We have built all our processes, databases and policies to be as secure as possible and ensuring we can gain and maintain our clients’ trust. This is a flagship promise that we are determined to keep.
We operate to the highest standards – We manage and review all aspects of how we carry out our business to ensure that we deliver the highest standards.

3. What we expect from you

If you wish to use our services you will need to do the following:

Read and sign our acceptance form. This form confirms that:
o you are happy to share your information with us;
o you have received and read these service terms; and
o we can use your information you provide to us for making your applications and, where requested, for delivering additional services to you.
Provide us with true, accurate and complete information only. When entering information into our forms, and when speaking to our team, it is very important you provide as much information as possible about your health and the impact of your health on your life.
Keep in contact with us during the application process. We will assist you to complete any necessary forms for your specific application so that you can submit these to the relevant government authority. This may include sending the completed form to you to sign and send to the relevant authority yourself or submitting information on your behalf online following confirmation from you that you are happy for us to do so. Depending on which of our services you use, you may start receiving payments from relevant government authorities directly to the account details you provided.
Understand the nature of our service. Kinly is an administration service to help you access support. We are not responsible for the outcome of any application and you should take your own decisions as to whether any application is right for you.
Keep us informed of the outcomes. Please inform us as soon as you are told the outcome of your application, whether successful or not.
Notify the relevant authority if your circumstances change. It is your responsibility to inform the relevant authority in the event a change in your circumstances affects your eligibility.

If you have any questions, you can call our team on 020 3957 9510. It’s also ok to decide that you do not want to proceed with your application but if you do proceed following assistance from us we ask that you let us know that you have submitted your application.

4. Marketing and communications

In order to support you we would like to be able to provide you with details of other forms of support which we feel may be relevant to you. In addition, we would like to be able to share your details with our trusted partners who may be able to support you.
We will ask you to consent to these forms of contact when you sign our acceptance form. You may withdraw your consent at any time by contacting us at [info@kinly.org.uk].

5. Our fees

Should your application be successful, we will charge you a fee, as set out in our “Products and Pricing” page (the Kinly Fee). The Kinly Fee is due when you receive your first payment or when you are able to access the relevant support. We accept payment by credit or debit card over the phone, online or via cheque.

Please note that in the event that you are unsuccessful with your initial application with Kinly but you are subsequently successful on any appeal or re-application you may choose to lodge, a Kinly Fee will still apply.

From time to time we may partner with charitable organisations who share the same values as us (our “Charitable Partners”). Our Charitable Partners may, at their discretion, subsidise part of the Kinly Fee that you would otherwise need to pay. We will try to let you know if this is available ahead of you submitting an application.

6. Our key terms and conditions

Our right to decline services. We will assess the information you provide and determine whether we can help you.
Payment of fee. Depending on the type of support which we are helping you access we will charge you the Kinly Fee if your application is successful and, if applicable, upon receipt of your first payment. If your application is not successful, we will not charge you.
VAT. We reserve the right to pass on any increases in VAT. If the rate of VAT changes between the date you submit your application and the date we supply the service, we adjust the rate of VAT that you pay, unless you have already paid in full before the change in the rate of VAT takes effect.
We’re not responsible for delays outside our control. If our services are delayed by an event outside our control, we will contact you to let you know and do what we can to reduce the delay. We cannot give you any assurances that your application will be successful or will be approved in a particular time frame.
Accuracy of information. You are responsible for the accuracy of all information provided to us whether when declaring your eligibility or when speaking or corresponding with one of our expert team. We are not responsible for verifying the accuracy of the information you provide. It is your legal responsibility to inform any relevant bodies or authorities in the event of a change in your circumstances as this may change the amount of any payments you receive.
Cessation of services. We reserve the right to cease provision of our services at any stage, including (i) where we have reason to believe that the information you are providing is not accurate or incomplete; (ii) to deal with technical problems or make minor technical changes; or (iii) to update the service to reflect changes in relevant laws and regulatory requirements or the availability of benefits.
Right to change your mind. You have a legal right to change your mind, plus extra rights under our goodwill guarantee. You lose the right to cancel our service up and until the submission of your application (and if your application is successful, you must pay for any services provided up the time you cancel).

Your legal rights	How our goodwill guarantee is more than generous
14 days to change your mind, online, telephone, post orders up until the point at which the service has been provided	You can change your mind at any stage during any application process up to the point at which your application is signed or submitted.

How to let us know and what happens next. If your circumstances change or you change your mind and no longer need our services, please inform the relevant authority as soon as possible.

You have rights if there is something wrong with your service. You should contact us if you think there is something wrong with your service. Your legal rights are summarised below. These are subject to certain exceptions. For detailed information please visit the Citizens Advice website www.citizensadvice.org.uk.

Summary of your key legal rights

The Consumer Rights Act 2015 says:

• You can ask us to repeat or fix a service if it’s not carried out with reasonable care and skill, or get some money back if we can’t fix it.
• If a price hasn’t been agreed upfront, what you’re asked to pay must be reasonable.
• If a time hasn’t been agreed upfront, it must be carried out within a reasonable time.

14. We can change services and these terms. We may from time to time change a service to reflect a change in law or regulatory requirements, or to make minor technical adjustments and improvements. We will notify you if we need to make any changes which impact our services.

15. We do not compensate you for any losses you may suffer as a result of your application. We are responsible for losses you suffer caused by us breaking these terms unless the loss is:

i. Unexpected. It was not obvious that it would happen and nothing you said to us before we accepted your order meant we should have expected it.
ii. Caused by a delaying event outside our control.
iii. Avoidable. Something you could have avoided by taking reasonable action, including following our reasonable instructions for use.
iv. A business loss. It relates to your use of a product for the purposes of your trade, business, craft or profession.

We will not be responsible if: (i) the information you provide is inaccurate, incomplete or misleading in any way; (ii) you have failed to report any changes in your circumstances to the relevant authority; and/or (iii) you have received benefits to which you are not entitled as a result of an error.

16. We use your personal data as set out in our Privacy Notice. How we use any personal data you give us is set out in our Privacy Notice: [https://kinly.org.uk/privacy/]. When you complete our acceptance form we ask that you give us your express consent to using the information that you give us for the purposes of us providing our services to you. If you do not consent to us using your personal data then you should not complete the acceptance form.

17. You have several options for resolving disputes with us

Our complaints policy. Our Client Service Team info@kinly.org.uk or 020 3957 9510 will do their best to resolve any problems you have with our services as per our Complaints policy (info@kinly.org.uk or 020 3957 9510).

You can go to court. These terms are governed by English law and wherever you live you can bring claims against us in the English and Welsh courts. If you live in Scotland or Northern Ireland, you can also bring claims against us in the courts of the country you live in. We can claim against you in the courts of the country you live in.

Other important terms apply to our contract

We can transfer our contract with you so that a different organisation is responsible for supplying your service. We’ll contact you to let you know if we plan to do this. If you’re unhappy with the transfer you can contact our Client Service Team.

You cannot transfer your contract with us. Due to the nature of the services we provide your contract with us is personal and cannot be transferred to a third party.

Nobody else has any rights under this contract. This contract is between you and us.
Nobody else can enforce it and neither of us will need to ask anybody else to sign-off on ending or changing it.

If a court invalidates some of this contract, the rest of it will still apply. If a court or other authority decides that some of these terms are unlawful, the rest will continue to apply.

Even if we delay in enforcing this contract, we can still enforce it later. We might not immediately chase you for not doing something (like paying) or for doing something you’re not allowed to, but that doesn’t mean we can’t do it later.

Support and Pricing

The table below sets out the services we provide, and the applicable Kinly Fee.

Application	Details	Will there be a Kinly fee?
Attendance Allowance	Benefit for people over State Pension age who need help with personal care or supervision because of an illness or disability.	Yes £345 (+VAT)
Attendance Allowance (Higher Rate)	Benefit for people over State Pension age who need help with personal care or supervision because of an illness or disability. Upgrade from the Lower Rate for those eligible.	Yes £245 (+VAT)
Blue Badge	Permit that allows individuals with disabilities or health conditions to park closer to their destination, either as a driver or passenger.	Yes £145 (+VAT)
Carer’s Allowance	Extra money if you care for someone at least 35 hours a week and they get certain benefits.	Yes £295 (+VAT)
Pension Age Disability Payment (Scotland only)	Benefit for people in Scotland over State Pension age who need help with personal care or supervision because of an illness or disability.	Yes £345 (+VAT)
Pension Credit	Extra money to help with your living costs if you’re over State Pension age and on a low income.	Yes £295 (+VAT)