Terms of use

These terms cover the Kinovo website and care-team workspace (the service). "Kinovo", "we", "us" and "our" mean Kinovo Pty Ltd, ACN 703 060 440, ABN 41 703 060 440, based in Queensland, Australia. "You" means the person using the service and, where that person has authority to act for an organisation, that organisation. Contact details are in section 18.

Please read these terms before creating an account or using a workspace. By creating an account or using the service after being given an opportunity to read these terms, you agree to them. If you do not agree, do not create an account or continue using the service; contact us for help accessing your information or closing an existing account.

These terms operate alongside any care-team confidentiality agreement you accept. The Privacy Statement explains how we handle personal information; accepting these terms is not blanket consent to every collection, use or disclosure of sensitive information. Additional terms for an optional service will be presented before you choose it and apply only to that service.

Kinovo is a participant-controlled shared workspace for coordinating care-team information, goals, tasks, documents, care protocols, messages and updates. Participant-controlled means that the participant or an authorised representative directs access and the purpose of the workspace; it does not mean the participant must maintain everything themselves.

Kinovo supplies software. We do not provide or supervise care, employ or engage your care team, make clinical decisions, determine NDIS eligibility or funding, or act as a plan manager. Kinovo is not a medical record, medication-management system, emergency service, accounting system, payroll tool or rostering system.

Kinovo is independent of the NDIA and the NDIS Quality and Safeguards Commission. An account, role label, invitation or document in Kinovo is not verification of identity, qualifications, registration, insurance, suitability or government endorsement. Make the checks appropriate to your relationship and responsibilities.

An invoice action, uploaded receipt or status such as payment reported records information supplied by a user. It does not verify payment, approve a claim, reconcile accounts or guarantee reimbursement. Service agreements and payment arrangements between care-team members remain between those parties.

Do not use Kinovo to request emergency assistance or as the sole channel for urgent care, safeguarding concerns or time-critical instructions. In an emergency in Australia, call 000. For other urgent matters, contact the responsible professional, provider or appropriate authority directly.

Kinovo does not monitor messages, tasks, reminders or notifications to provide care or detect emergencies. Delivery, reading and action are not guaranteed. A read indicator, task status or acknowledgement does not establish that someone understood an instruction, accepted clinical responsibility or performed care safely.

Workspace information, templates and public resources are general coordination tools, not medical, clinical, legal, financial or individual NDIS advice. Check important information with the responsible person or qualified professional, including whether a care protocol is current and appropriate, before acting on it. Keep a separate way to reach essential contacts and access critical care instructions if Kinovo is unavailable.

Provide accurate account information and keep it reasonably up to date. Use your own account, protect your login details and devices, and do not let another person use your identity. Tell us promptly if you suspect account compromise or unauthorised access, and take reasonable steps within your control to secure your account.

You must have legal capacity to enter these terms or act through a representative who has the necessary legal authority. Supporting someone, being a family member, holding a professional role or becoming a Team leader does not by itself give you authority to make decisions for them.

If you create or manage a workspace for someone else, including a child, ensure you have the permissions or other lawful authority needed for that purpose. Respect the participant’s wishes, decision-making rights and any limits on a nominee’s, guardian’s or other representative’s authority. Do not assume disability means a person cannot make their own decisions.

If you act for an organisation, you must be authorised to do so. Each person accessing the service must use their own login. Professionals and organisations remain responsible for their own services, professional standards, training, insurance, recordkeeping, mandatory reporting and legal obligations.

Team leader is a workspace permission role, not a clinical appointment or grant of legal authority. Team leaders must invite only appropriate people, check the intended recipient and role, review access when circumstances change, and remove access when it is no longer authorised or needed.

Members must use information only for the authorised care-team purpose and within their permissions. Access depends on current membership, role and item visibility. Information shared with a workspace may be available to other authorised members, including members added later, depending on those controls.

Before uploading or posting, check the workspace, recipients and visibility. A notification recipient is not necessarily the only person who can access an item. Tell the Team leader and contact us promptly if you discover incorrect access or an invitation sent to the wrong person.

A Team leader can change or remove workspace access within the product’s controls. Kinovo does not decide family disputes, guardianship, employment disputes or the merits of care decisions. If authority is disputed, we may ask for evidence and apply proportionate access restrictions while the issue is reviewed, as described in section 12.

Care-team content can include sensitive health, disability, family and support information. Add only what is relevant and reasonably needed for the authorised purpose. Before providing information about someone else, ensure they understand the intended sharing and you have valid consent or another lawful basis. Obtain any additional consent the law requires for sensitive information.

Do not copy, download, photograph, screenshot, forward, publish or disclose workspace information beyond that purpose without appropriate authority or another lawful basis. Protect any copies you are authorised to keep. Removing access in Kinovo cannot recall copies a member has already downloaded or information they have already seen.

Confidentiality obligations continue after you leave a team or close your account. They do not prevent legally required disclosures, mandatory reporting, lawful complaints, obtaining confidential professional advice, or contacting emergency services or a regulator. Limit any disclosure to what is lawful and necessary.

Read our Privacy Statement for information handling, service providers, retention, access, correction and complaints. Report suspected privacy or security incidents promptly without emailing the sensitive content itself. No online service can guarantee absolute security; this does not remove our obligations to take reasonable care or comply with applicable privacy law.

You or the relevant rights holder retain ownership of content added to Kinovo. You are responsible for having the rights and authority needed to provide it and for taking reasonable care that it is accurate, relevant and not misleading. Correct material errors you discover and bring important changes to the attention of the people who need them.

You grant Kinovo a non-exclusive, royalty-free permission to host, copy, process, transmit and display that content only as reasonably needed to provide, support and secure the service, carry out your authorised instructions and comply with law. We may allow our service providers to do the same only for those purposes and subject to applicable confidentiality and privacy obligations.

This permission does not give us ownership of your content or permission to advertise with identifiable care information. Kinovo does not sell personal information or use care-team content to train AI models. The permission lasts only as needed for the service and the retention, shared-history and legal obligations explained in section 13 and the Privacy Statement.

We do not routinely verify the accuracy, clinical suitability or completeness of user content. We may review content where reasonably needed to investigate a report, provide authorised support, protect the service or meet legal obligations. Please report content you believe infringes rights or creates a safety or privacy concern.

Use Kinovo lawfully and respectfully. You must not:

• Access another account or workspace without permission, impersonate someone, misrepresent your authority or attempt to bypass access controls.
• Upload unlawful, threatening, abusive, defamatory or deliberately misleading material, infringe intellectual property, or share confidential information without authority.
• Harass, exploit, discriminate against or harm others, send spam, or use participant information for unrelated marketing or commercial profiling.
• Introduce malware, disrupt the service, probe for vulnerabilities without permission, or use automated scraping or bulk extraction without our written approval, except where the law permits it.
• Sell or transfer your login, resell access to the software without agreement, or reproduce or reverse engineer protected software except to the extent permitted by law.

Kinovo and its licensors retain their rights in the software, website, designs, branding and materials they create. While you comply with these terms, you have a non-exclusive right to use the service for its intended purpose and to use resources as allowed by any licence provided with them. No ownership of Kinovo’s intellectual property transfers to you.

If you voluntarily send product suggestions, you allow us to use them to improve Kinovo without payment or an obligation to implement them. This does not authorise disclosure of personal or confidential information included in feedback. Avoid including participant details where a general example will do.

Kinovo is an alpha-stage product with ongoing Free accounts and optional paid plans as they become available. Features may contain errors, be refined or change as we learn. We will use reasonable care and skill in providing the service, but do not promise uninterrupted access, error-free operation or compatibility with every device. The alpha label does not limit rights you have under law.

Maintenance, security incidents, network failures or third-party outages may affect access and notifications. We will take reasonable steps to address issues within our control. Keep copies of records you must retain and a practical continuity plan for essential care and business activities.

We may change features for legitimate product, security, legal or operational reasons. For a planned removal of a core service or discontinuation of Kinovo, we will give at least 30 days’ notice and a reasonable opportunity to retrieve information you are entitled to access. Urgent legal or security needs may require shorter notice; we will explain as soon as reasonably possible where lawful.

External websites and services you choose to use may have their own terms and privacy practices. We do not endorse their content simply by linking to them. This does not exclude responsibility we have under law for service providers we engage to deliver Kinovo.

Personal Free keeps core coordination, including shared Calendar and support shifts. Professional Free covers one selected independently managed client. Provider Hub stays free during company testing, with no card, trial countdown or paid staff or care-team caps. Your own internet, device and third-party service costs remain your responsibility.

Professional 10 is $39 AUD monthly or $390 AUD annually for up to 10 selected independently managed clients. Professional 25 is $79 AUD monthly or $790 AUD annually for up to 25. Each Professional subscription belongs to one named account. Approved company work is separate from independently managed clients.

Care Team Plus is $29 AUD monthly or $290 AUD annually for one named care team. It includes Care Log and creating new Reports within existing permissions. It does not grant membership, change care permissions or purchase a Professional client allowance.

The payer must expressly choose the account or care team, plan, price and billing period and accept recurring payments before subscribing through Stripe. Creating an account, joining a team or continuing to use Free services is not agreement to pay. Monthly subscriptions renew monthly and annual subscriptions renew yearly until cancelled. The full annual price is charged upfront; it is not a monthly instalment plan. Kinovo is currently not registered for GST and does not charge GST on these subscriptions. The amount shown before you accept is the customer total, with no unavoidable surcharge.

An eligible Professional account holder may expressly start a one-time 45-day no-card trial. An authorised Team leader may separately start a one-time 30-day Care Team Plus trial. Existing trials retain the end date shown when they were started. A trial does not start simply by joining or visiting a page and does not automatically convert to a charge. Subscribing during a trial preserves its original end; changing payer, cancelling or changing plans does not restart or extend it.

The payer can manage the subscription in Plans and billing, including securely updating a card and viewing invoices. Cancellation normally takes effect at the verified paid-period end and stops later renewals. Permitted access continues through that period. A scheduled cancellation can be undone before it takes effect. Supported plan and billing-period changes take effect at renewal, with no immediate prorated charge or credit; the review screen shows the new amount and effective date before you accept.

A first payment that has not settled does not grant paid coverage. If a previously paid renewal fails, the plan can retain a seven-day grace period measured from the original paid-through boundary while payment is recovered. Repeated failures do not restart that period. When paid or trial coverage ends, ongoing Free coordination and retained records remain available within current permissions; paid creation and Professional management allowances may be restricted. Billing does not delete shared care history. Existing MVP users receive at least 30 days' notice before new restrictions apply to their existing access.

For an incorrect charge, cancellation problem, refund request or service concern, contact support@kinovo.com.au. We assess the payment and circumstances and honour refunds and other remedies required by Australian Consumer Law. Cancellation does not itself create an automatic prorated refund. Nothing in these subscription terms excludes, restricts or modifies consumer guarantees or other rights that cannot lawfully be excluded. We will give at least 30 days' notice of a proposed change to an ongoing subscription price, with the opportunity to cancel before it applies; any legally required express consent will be obtained.

Where Kivo settings offers extra credits, one optional pack costs A$10 for 200 credits, paid once. The purchase review identifies your personal balance or the shared care team receiving them. Credits measure AI usage, not a fixed number of replies. Purchased credits carry forward without a monthly reset and can be used while Kivo remains available to that account or team; permissions and AI consent still apply. There is no automatic refill or extra subscription. Contact support about refunds. Refunded credits are removed proportionately, and disputed purchases may be held for review. Applicable consumer rights are preserved.

You can stop using Kinovo, leave a care team or request account closure at any time. Coordinate a leadership handover where needed and retrieve records you are authorised to keep before ending access. Free accounts have no subscription charge. A paid subscription requires explicit payer consent and can normally be cancelled at its verified paid-period end.

We may restrict content or suspend or end access where we reasonably believe there is a material breach of these terms, unlawful activity, a genuine security or privacy risk, disputed authority to access information, or a legal requirement to act. We will use a response proportionate to the issue and consider the effect on the participant and other authorised members.

Where safe and lawful, we will explain the reason and give you a reasonable opportunity to respond or fix a remediable breach before ending access. We may act immediately when needed to prevent harm, protect information or comply with law. Contact support to ask for a review; we will consider relevant information you provide.

Where lawful and safe, we will help arrange access to information you remain entitled to receive. Restricting an account is not itself a decision to erase shared records. Retention and deletion follow section 13 and the Privacy Statement.

Leaving or being removed from a care team ends access to that workspace but does not close your account or erase shared history. Messages, task activity, comments, documents and completed work may remain available to authorised members. Your confidentiality obligations continue.

You can export your account data from Settings → Account and data. Team leaders can also export an authorised workspace before archiving or deletion. Exports and support requests remain subject to identity, permission and other people’s privacy rights; contact us if you need help.

Archiving keeps an authorised read-only record and can be reversed. Scheduled document, account or workspace deletion ends normal access immediately and has a 30-day cancellation period before live-data purge. Kinovo describes deletion as complete only after verifying the required live Storage and database cleanup.

Account closure removes or de-identifies private account information while shared care-team history retains a neutral former-member attribution. Minimal security and lifecycle audit records may be retained for the periods in the Privacy Statement. Disaster-recovery backups may retain data beyond ordinary use until they age out; verified legal or security obligations may require an authorised, audited hold.

Kinovo is not your sole statutory, clinical, incident, safeguarding or business archive. Each professional or organisation must retain the records its obligations require. Nothing in these terms authorises you to keep personal information longer than lawfully needed or removes rights to request access, correction or deletion under applicable law.

Nothing in these terms excludes, restricts or modifies any consumer guarantee, right, remedy or liability that cannot lawfully be excluded, restricted or modified, including under the Australian Consumer Law. Where those rights apply, you may be entitled to remedies for a failure of the service. They take priority over any inconsistent wording here.

Subject to those rights, Kinovo is responsible for loss to the extent caused by our breach of these terms, negligence or unlawful conduct. We are not responsible for loss to the extent caused by your misuse, information supplied by others, independent care decisions or events outside our reasonable control, except to the extent our own acts or omissions contributed to it or the law makes us responsible.

To the extent permitted by law, neither you nor Kinovo is liable to the other for loss that was not reasonably foreseeable when the agreement was made. This limit does not apply to fraud, deliberate misconduct, breach of confidentiality or privacy obligations, personal injury or death caused by negligence, or liability that the law does not permit to be limited.

Each party must take reasonable steps to reduce avoidable loss. These terms do not make you responsible for every act of another care-team member or require you to compensate Kinovo for loss caused by our own fault.

This section applies only when you use Kinovo in the course of a business or professional practice. It does not apply to a participant, family member or informal supporter using Kinovo in a personal capacity.

To the extent permitted by law, you must reimburse Kinovo for reasonable, evidenced losses and legal costs from a third-party claim, but only to the extent directly caused by your deliberate unlawful use of the service or your knowing infringement of that third party’s intellectual property or confidentiality rights. This obligation does not cover loss caused or contributed to by Kinovo’s breach, negligence or unlawful conduct.

We must notify you promptly of the claim, take reasonable steps to reduce the loss, and give you a reasonable opportunity to participate in its defence. We will not settle a claim at your expense or admit liability on your behalf without your consent, which must not be unreasonably withheld. This section does not reduce any protection you have under unfair contract terms laws.

We may update these terms to reflect changes in the service, law or reasonable operational needs. We will publish a dated version. For changes that materially affect existing users’ rights or obligations, we will give at least 30 days’ notice by email or a prominent in-product notice before they take effect.

A change required urgently by law or to address a security risk may take effect sooner, with notice as soon as reasonably practicable. Changes do not retrospectively remove accrued rights or resolve an existing dispute in our favour. A new charge always requires express agreement as described in section 11.

You can decline a material change by stopping use and closing your account without an additional account-closure fee before it takes effect, with a reasonable opportunity to retrieve information you are entitled to access. Continued use after the notified effective date signifies acceptance of the updated terms, except where express consent is required by law. Merely publishing this page does not replace the notice promised to existing users.

Please contact support with a concern about the service or these terms so we can try to resolve it fairly. For a privacy complaint, use privacy@kinovo.com.au; the Privacy Statement explains the complaint process and external escalation options. You do not have to complete an internal process before seeking urgent relief, contacting a regulator or exercising a legal right.

These terms are governed by the laws of Queensland and applicable Commonwealth laws of Australia. The courts of Queensland have non-exclusive jurisdiction. Any mandatory protections and rights to bring a claim in another court or tribunal available to you under applicable law remain unaffected. These terms do not require private arbitration or prevent a lawful collective claim.

If a provision is unenforceable, the rest continues to the extent it can operate lawfully. A delay in enforcing a right is not a waiver. These terms do not create an employment, partnership or agency relationship between Kinovo and a care-team member, or replace an agreement for care services between members.

If the service is transferred to a new operator, including a company, we will notify you of its legal identity and contact details, require it to honour applicable commitments and privacy obligations, and preserve your accrued rights. Where your consent is legally required, we will obtain it. If the transfer materially disadvantages you, you may end use without an additional account-closure fee and retrieve information you are entitled to access.

Provisions that need to continue after access ends, including confidentiality, lawful retention, intellectual property, accrued claims and responsibility for loss, continue for that purpose only.