Legal

Terms & Conditions

Last updated: 7 September 2026

1. About these terms

These terms and conditions ("Terms") govern your use of The Ken device, the 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 [email protected].

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 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 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 Videomails, but cannot modify device settings or manage contacts

4. Ordering, and when a contract is made

Everything on this website invites you to buy. In a sale the offer is the customer's to make, and you make it when you place an order, on the terms and at the prices shown to you at the time. Your order is not yet a contract, and placing one does not oblige us to supply.

A contract between us is made when we email you to say your Ken has been dispatched, and not before. An order number, a payment receipt, the page you see after paying and any acknowledgement email all confirm that your order reached us. None of them is our acceptance of it.

When we may decline an order. We will tell you as soon as we can, and we will say which of these it was:

• the price, the specification or the discount shown to you was wrong, including where a fault in this website or interference with it produced the figure
• a discount, voucher or promotional code was used outside the terms it was issued on, was not issued to you, or had been shared, republished, resold or used by automated means
• we cannot supply the item, or cannot supply the quantity ordered
• we have reasonable grounds to suspect fraud, or an order placed for resale rather than for use
• we cannot deliver to the address you gave us

You get your money back in full. If we decline an order after you have paid, we return the whole amount to the card you paid with. You do not have to ask, and we do not keep a fee. We aim to do it within three working days and it will not take longer than fourteen days.

Once a contract is made, this section is spent: it gives us no right to cancel a contract we have already accepted. Your cancellation, return and warranty rights are in section 11, and nothing in these terms affects your rights under the Consumer Rights Act 2015.

Where we deliver

We sell and deliver to addresses in the United Kingdom only, and every price on this site is in pounds sterling. We cannot ship a Ken to an address outside the UK, and an order giving one is an order we will decline under this section.

Taking your Ken abroad afterwards. You are free to buy a Ken here and take it or post it on to somebody in another country. It works over the internet and does not mind which country it is in. Three things become yours when you do that: getting the device back to us if anything goes wrong, any import duty or tax the destination country charges, and a mains adapter, because a Ken ships with a UK plug. The Ken is built for the UK market and meets UK conformity requirements. We make no claim about the electrical or radio rules of any other country. Section 11 sets out what this means for returns and repairs.

Discount, voucher and promotional codes

• A code is personal to the person we issue it to, unless we say otherwise in writing when we issue it.
• One code per order. Codes cannot be used together.
• A code has no cash value and cannot be exchanged for money.
• We can withdraw a code at any time, and every code stops working on its expiry date.
• A code that is posted publicly, sold, or used by automated means stops being valid from that moment, whether or not the person we issued it to is the one who posted it. Orders we have already accepted are not affected.
• Where a code has been used outside these terms we may decline the order under this section and refund you, or offer to supply at the price without the code, which you are free to turn down.

5. 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.

6. 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

7. What "scam-safe" means

We describe The Ken as scam-safe. That describes how the device is built, and we hold ourselves to it: the Ken has no phone number, no email inbox, no web browser and no apps to install, so there is no channel for a stranger to arrive on. Only contacts you have approved in the portal can call the device, send it a message, or appear on its screen, and the Ken refuses a caller who is not on that list.

It is not a guarantee about the conduct of a person you have approved. Approving someone gives them a way to reach the screen, and we cannot judge whether they should have one. Choosing who to approve, and removing anyone you no longer want on the list, stays with you. Removal takes effect on the device, and every approval and removal is recorded in the portal's audit log.

The Ken is not a substitute for reporting fraud. If you believe someone has been targeted, contact your bank and report it to Action Fraud at actionfraud.police.uk or on 0300 123 2040.

8. 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.

9. 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.

10. Limitation of liability

The Ken is a communication aid. It is not a medical device and it is not an emergency service. We do not guarantee uninterrupted service.

Some things we can never limit, and do not try to. Nothing in these terms limits or excludes our liability for death or personal injury caused by our negligence, for fraud or fraudulent misrepresentation, or for any of your rights over the goods themselves under the Consumer Rights Act 2015, including your right to a device that is of satisfactory quality, fit for purpose and as described. Those rights stand whatever else this page says.

Subject to that, our liability to you 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).

11. 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 [email protected] 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 [email protected] 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.

If your Ken is outside the UK. We deliver to UK addresses only, so every promise in this section is measured from one. Your rights are the same wherever the Ken ends up. What changes is who pays the carriage. Under your 14-day right to cancel you bear the direct cost of returning the device to us, and we are telling you here so that you know it before you order. Our own 30-day promise to cover your return postage applies to a return posted within the UK. Where a Ken is faulty we pay the reasonable cost of getting it back to us, and we measure that as what it would have cost from a UK address, with anything above that being yours. We send the repaired or replacement device to a UK address.

If you would rather use a form. You never have to, and an email or a letter saying you are cancelling is enough. The wording below is the standard cancellation form, here because the law says we have to offer it. Copy it, fill in the gaps and send it to TheKen Ltd, Flat 9 Dennis House, Roman Road, London E3 5ER, or to [email protected].

To TheKen Ltd, Flat 9 Dennis House, Roman Road, London E3 5ER, [email protected]:
I hereby give notice that I cancel my contract of sale of the following goods:
Ordered on / received on:
Name of consumer:
Address of consumer:
Signature of consumer (only if this form is notified on paper):
Date:

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.

12. 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.

13. 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.

14. 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.

15. Contact

For questions about these Terms, please contact us at [email protected] or call +44 1236 801234.