Legal

Terms & Conditions

Last updated: 10 August 2026

1. About these terms

These terms and conditions ("Terms") govern your use of The Ken device, the admin portal at theken.uk/portal, and any related services (together, the "Service"). By purchasing, setting up or using the Service, you agree to be bound by these Terms.

The Service is provided by TheKen Ltd ("we", "us", "our"), a company registered in England and Wales (company number 17136686). Our contact email is hello@theken.uk.

2. The Service

The Ken is a simplified communication device designed for those living with accessibility issues. The Service includes:

• The Ken device (hardware and pre-installed software)
• The admin portal (theken.uk/portal) for remote management
• The Ken Mobile app (iOS and Android) for family members
• Cloud infrastructure for video calling, messaging, voicemail and settings sync
• Over-the-air software updates

3. Accounts and access

To use the admin portal, you must create an account with a valid email address and password. You are responsible for keeping your login credentials secure. Each account is linked to one or more Ken devices via a Device ID.

There are two account types:

• Admin - full access to device settings, contacts, reminders, photos, audit log and all management features
• Standard - can make calls, send messages and leave Video-mails, but cannot modify device settings or manage contacts

4. Subscription and pricing

The Ken device is sold at a one-off purchase price. A subscription fee covers ongoing cloud services, software updates and support. Current pricing is published on our website and may be updated from time to time with reasonable notice.

If the subscription lapses, cloud features (remote portal access, video calling, messaging, voicemail) will stop working. The device will continue to function as a standalone display.

5. Your responsibilities

• You must provide accurate information when creating an account
• You must not attempt to access devices or accounts you are not authorised to use
• You must not use the Service for any unlawful purpose
• You are responsible for maintaining a working internet connection for the device

6. Data and privacy

We take privacy seriously. Please refer to our Privacy Policy for full details on how we collect, use and protect your data.

7. Intellectual property

All software, design, branding and content associated with The Ken are owned by us or our licensors. You may not copy, modify, distribute or reverse-engineer any part of the Service.

8. Limitation of liability

The Ken is a communication aid, not a medical device or emergency service. We do not guarantee uninterrupted service. To the fullest extent permitted by law, our liability is limited to the price you paid for the device.

We are not liable for any loss arising from internet outages, power failures, or third-party service interruptions (including video calling providers).

9. Returns and warranty

The Ken device comes with a 12-month manufacturer warranty covering hardware defects. This does not cover accidental damage, water damage or unauthorised modifications.

Your 14-day right to cancel. Because you bought online, you may cancel for any reason within 14 days of the day the Ken is delivered. You do not have to give a reason, and you do not have to keep the box or the packaging. Tell us by emailing hello@theken.uk or by writing to us; a clear statement that you are cancelling is enough. Send the device back within 14 days of telling us and we will refund what you paid, including standard outbound delivery, within 14 days of it reaching us. We may reduce the refund if the device has been handled more than was needed to see how it works. Your monthly subscription can be cancelled at any time from the portal, and you keep everything already stored on the Ken.

Our 30-day promise, on top of that. Even after the 14 days have passed, return the device within 30 days of delivery, in its original condition, for a full refund. This one is our own promise rather than the law, and it is in addition to the right above, never instead of it.

How to return one: email hello@theken.uk and we will send you the return address and cover the postage. There is no form to fill in and nothing to print before you write to us.

Repairs and spare parts. We keep spare parts available for at least five years from the date you buy your Ken, matching the minimum period for security updates published on our security page. Parts are sold at what they cost us plus 20%, and the current prices are listed at theken.uk/repair. A part that fails within the 12-month warranty is free. Individual parts remain subject to supplier availability; where a part cannot be obtained we will offer a repair, a replacement or a refund as your rights under the Consumer Rights Act 2015 require.

10. Feedback award

Each month we choose one piece of feedback that helped us the most and give the person who sent it twelve months of the £4.99 subscription free, applied to an existing Ken subscription. There is one award per calendar month. It is judged by us on how useful the feedback was, not on how much feedback somebody sent, and is not a public vote or ranking. There is no cash alternative. We may end this promotion at any time; if we do, this section and any related mention on the site come down at the same time.

11. Changes to these terms

We may update these Terms from time to time. Material changes will be communicated via email or through the portal. Continued use of the Service after changes constitutes acceptance.

12. 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.

13. Contact

For questions about these Terms, please contact us at hello@theken.uk or call +44 1236 801234.