Terms of service

About these terms

These terms are an agreement between Riyo Studio Pty Ltd (ABN 71 697 865 802), trading as KinLoom (“KinLoom”, “we”, “us”), and the organisation that creates a KinLoom workspace (“you”, “your organisation”). They apply together with our privacy policy.

KinLoom is software as a service (SaaS). We supply the software your organisation uses to manage its rosters, shifts, records and compliance. We are a technology company, not an NDIS provider. We don’t deliver supports, employ your staff or make decisions about participants’ care.

You accept these terms when you create a workspace or use KinLoom. The person who signs up confirms they have authority to accept them on your organisation’s behalf. KinLoom is offered to NDIS providers in every Australian state and territory.

Your workspace and users

• Your workspace’s owner decides who has access and what each person’s role allows. You’re responsible for the people you invite and how they use KinLoom.
• Each person needs their own login. Don’t share accounts, and keep passwords secure.
• When someone leaves your organisation, deactivate their access promptly. Their access ends within an hour.
• Tell us at hello@kinloom.com.au as soon as you suspect anyone has accessed your workspace without permission.
• Keep your organisation’s details current, especially the email address we use to contact you.

Trial, plans and fees

Every new workspace starts with a free 14-day trial that includes every feature. We don’t ask for payment details during the trial.

Plans are priced by the number of staff with an active KinLoom login: owners, administrators, coordinators and support workers. Participants are unlimited on every plan.

• Billing hasn’t started yet. We are still setting up online billing. You won’t be charged unless you add payment details and choose a plan. We’ll give you at least 30 days’ notice before billing starts for your workspace.
• Paying in advance. On a paid plan, fees are charged at the start of each billing period, and we send you a tax invoice.
• Moving to a bigger plan. If your team grows into a larger plan, we’ll tell you before the new price applies. It starts from your next billing period.
• Price changes. We give at least 30 days’ notice of any price change. You can cancel before it takes effect.
• Your domain and email. Your organisation buys these directly, for example a .com.au domain and Google Workspace or Microsoft 365. They aren’t part of a KinLoom plan.

Cancelling

There’s no lock-in contract. To cancel, email hello@kinloom.com.au from your workspace owner’s email address. Your workspace stays available until the end of the period you’ve already paid for. We don’t refund part periods, except where the Australian Consumer Law requires it.

Before you go, ask us for a copy of your records. After your account closes, we delete your records within 90 days, as our privacy policy explains.

Your data

Your organisation owns everything it puts into KinLoom. You give us permission to store, process and display it only so we can provide KinLoom to you. We don’t sell it, or use it for anything else.

You’re responsible for the information you collect and enter. That includes having the consent you need from participants, their nominees or guardians, and your staff, and keeping the information accurate.

You can ask for a copy of your records at any time. We’ll provide it in a common, usable format within 30 days.

How we handle your records

Your records include personal and health information about participants and staff. We look after them as your software supplier, and we commit to the following:

• Your instructions. We use your records only to provide KinLoom to you, as you direct through the app, or where the law requires.
• Australian storage. Participant records, care information, shift notes, incidents and documents are stored in Sydney, Australia.
• Security. We apply the safeguards described in our privacy policy, including encryption, role-based access and keeping each organisation’s records separate.
• Confidentiality. Our team accesses your records only to help when you ask, to keep KinLoom secure and working, or where the law requires. They keep what they see confidential.
• Our suppliers. Our privacy policy lists the technology suppliers we use. We give you at least 30 days’ notice before adding or replacing one that handles your records.
• Data breaches. We tell you within 72 hours of becoming aware of a data breach affecting your records. We also work with you on any notification the Notifiable Data Breaches scheme requires.
• Requests from individuals. If a participant or staff member asks us about their records, we refer them to you and help you respond.
• When you leave. We return a copy of your records on request and delete them as described above.

Your responsibilities as a provider

KinLoom helps you run your organisation, but your legal obligations stay with you:

• Meeting the National Disability Insurance Scheme Act 2013, the NDIS Rules, the NDIS Practice Standards and the NDIS Code of Conduct, as they apply to you.
• Reporting incidents to the NDIS Commission. KinLoom works out the deadlines and reminds you, but it doesn’t report for you.
• Making sure workers are cleared and qualified. Compliance checks rely on the information you enter and verify.
• Paying staff correctly, including award entitlements, tax and superannuation. Timesheets record the times worked; they don’t decide pay.
• Having your own privacy policy and collection notices for the participants and staff whose information you record. Our privacy policy covers KinLoom as your software supplier; it doesn’t replace yours.

Nothing in KinLoom is legal, financial, clinical or behaviour support advice.

Acceptable use

You must not use KinLoom, or allow anyone else to use it, to:

• break the law, or collect or use personal information unlawfully;
• try to access another organisation’s workspace, or information that a person’s role doesn’t allow;
• probe, scan or test KinLoom’s security, or get around its controls, without our written permission;
• send spam or unwanted messages through invitations or any other feature;
• upload malicious software, or disrupt KinLoom for other customers;
• copy, resell, frame or reverse engineer KinLoom.

If you find a security problem, please tell us at hello@kinloom.com.au so we can fix it. We appreciate responsible reports.

The service and support

We work to keep KinLoom available, secure and accurate. We can’t promise it will never be interrupted or contain errors.

• Maintenance. We schedule maintenance outside business hours (Australian Western Standard Time) where we can, and give notice of planned downtime.
• Support. Email hello@kinloom.com.au. We aim to reply within one business day.
• Improvements. We improve KinLoom regularly. Features marked “coming soon” are plans, not commitments to a date. If we remove a feature you rely on, we’ll give you reasonable notice.

Other services

If you connect KinLoom to a service you use, such as your payroll software once that connection is available, that service’s own terms also apply. We’re not responsible for services we don’t control. Your domain registrar and email provider are your own arrangements.

Official NDIS references

KinLoom links to official guidance from the NDIS Quality and Safeguards Commission and the NDIA. That guidance belongs to them, and the version on their websites is always the official one. We check the links, but we don’t control the content. KinLoom is not affiliated with, endorsed by or connected to either organisation.

Our software

Riyo Studio Pty Ltd owns KinLoom, including its software, designs and the KinLoom name. While your account is open, you have the right to use KinLoom for your organisation. Your organisation’s name, logo and branding stay yours. If you send us suggestions, we may use them to improve KinLoom.

Consumer law and liability

Nothing in these terms excludes, restricts or changes your rights under the Australian Consumer Law or any other law that can’t be excluded.

To the extent the law allows:

• where we may limit our liability for failing to meet a consumer guarantee, it is limited to supplying the services again or paying for them to be supplied again;
• otherwise, our total liability to you is limited to the fees you paid us in the 12 months before the claim arose;
• neither of us is liable to the other for indirect or consequential loss, such as lost profits or revenue.

These limits don’t apply to loss caused by fraud, wilful misconduct, or our breach of the privacy and data commitments in these terms.

Suspension and ending

We may suspend or close a workspace in these situations:

• it is used in serious or repeated breach of these terms;
• it puts other customers or the service at risk;
• once billing starts, fees are still unpaid 14 days after a reminder.

Unless it’s urgent, we’ll tell you first and give you a fair chance to fix the problem. If we close your workspace, you can still ask for a copy of your records within 30 days.

Changes to these terms

We may update these terms as KinLoom develops. The date at the top shows the latest version. We’ll give you at least 30 days’ notice of any change that could disadvantage you. If you don’t accept a change, you can cancel before it takes effect without paying for the period after it.

General

• Notices. We send notices to your workspace owner’s email address. You send notices to hello@kinloom.com.au.
• Events outside our control. Neither of us is responsible for delays caused by events beyond reasonable control, such as major outages of essential internet services. We’ll do what we reasonably can to limit the impact.
• Transfer. We may transfer these terms to a related company or a buyer of KinLoom, provided your rights and our privacy commitments continue unchanged. We’ll tell you if this happens.
• Severability. If part of these terms is unenforceable, the rest still applies.
• Waiver. If we don’t enforce a right straight away, we can still enforce it later.
• Entire agreement. These terms and our privacy policy are the whole agreement about KinLoom, unless we sign something different with you in writing.

Governing law

These terms are governed by the laws of Western Australia, and the courts of Western Australia can hear disputes about them. This doesn’t remove any protection you have under the laws of the state or territory where you operate. If something goes wrong, please email hello@kinloom.com.au first, and we’ll try in good faith to resolve it within 30 days.

Riyo Studio Pty Ltd (ABN 71 697 865 802), trading as KinLoom · hello@kinloom.com.au