Terms of service

These terms apply when an organisation (“you”) signs up for or uses Kinfold. The person accepting them confirms they can bind that organisation. If you have a separate signed agreement with us, that agreement applies where the two differ.

Kinfold is an AI intake coordinator. It answers referrals and enquiries across the channels you connect, qualifies them against your rules, helps with funding checks, consent, documents and service agreements, proposes workers, books first meetings and writes back to your systems. The features available to you depend on your plan.

Kinfold handles the admin around referrals. It isn't a medical device, and it doesn't diagnose, interpret symptoms or assign clinical urgency.

During early access, some features are still being built or tested, and we may change them as we learn from founding providers. We'll tell you before anything you rely on changes.

No real participant information goes into Kinfold until our independent security review and penetration test are complete. Founding provider pricing and terms are confirmed in writing when you join.

• Give every staff member their own login. Shared accounts aren't allowed.
• Two-factor sign-in is required for every staff member.
• Keep sign-in details secure, and tell us straight away if you think your account has been misused.
• You're responsible for what happens under your account, including the rules, templates and settings you choose.

You're responsible for:

• telling people how you use Kinfold, including that an AI assistant helps your intake team. We provide collection notice and privacy wording you can adapt.
• having a lawful basis to collect and use the information that comes in through Kinfold, including consent where it's needed
• reviewing Nell's drafts until you trust each channel, and choosing when to switch on autopilot
• setting an on-call contact for urgent safety alerts
• the decisions your team makes, including who you accept, decline or waitlist

Don't use Kinfold to:

• break the law, including privacy, spam and Do Not Call rules
• send messages people haven't agreed to receive
• pretend to be someone else, or hide that Nell is an AI assistant
• test, probe or attack Kinfold's security without our written permission
• copy, resell or reverse engineer Kinfold

We may suspend access if we reasonably believe these terms are being broken, and we'll tell you why.

Plans, prices and allowances are on our pricing page. Kinfold is priced per location, not per seat, and you can pay monthly or yearly. Prices are in Australian dollars.

On paid plans, we alert you when you reach 80% of your allowance. If you go over, Nell keeps answering and we charge the extra enquiry and voice minute rates on our pricing page. The Free plan never charges.

We'll give you notice before a price change applies to you.

Your data is yours. You own the referral information, records and content you put into Kinfold, and you give us permission to use it only to provide, secure and support the service for you.

We never use your data to train AI models, ours or anyone else's, and nothing from your account is used for another provider.

You can export or delete your data at any time. Our data processing agreement explains how we handle it.

Nell is an AI assistant. She always says so, and anyone can ask for a person. Like any AI, she can make mistakes, so Kinfold is built for your team to stay in charge: declining a referral always needs a person, and high-risk referrals go straight to your team. Our AI use statement explains how this works.

Kinfold connects to tools you choose, like your inbox, calendar, phone line and care system. Those services have their own terms, and we're not responsible for them. If a connected service changes or stops working, we'll do our best to keep Kinfold working with it and tell you if we can't.

We work hard to keep Kinfold running 24/7, but no online service is perfect. We'll tell you about planned maintenance in advance and keep you updated during any outage. Service levels for Enterprise customers are set out in their agreement.

Each of us will keep the other's confidential information private and use it only for this agreement.

We own Kinfold, including the software, Nell and our templates. You own your data and your own content. If you send us feedback, we can use it to improve Kinfold.

Nothing in these terms excludes rights you have under the Australian Consumer Law that can't be excluded.

Otherwise, to the extent the law allows, neither of us is liable for indirect or consequential loss, and our total liability is limited to the fees you paid us in the 12 months before the claim.

You can cancel at any time from your account settings or by emailing hello@kinfold.ai. Paid plans run to the end of the current billing period.

We can end the agreement if you seriously break these terms and don't fix it within a reasonable time after we tell you. When the agreement ends, you'll have time to export your data before we delete it, as our data processing agreement describes.

We may update these terms. We'll tell you about important changes before they take effect, and if you don't agree, you can cancel before then.

These terms are governed by the laws of Queensland, Australia.

Questions about these terms: hello@kinfold.ai.