Service Terms

Hello. We are Kiora. We help parents and guardians of children with extra care needs by unlocking the services and financial support that are available to them, but that are largely not known about or difficult to understand.

You are receiving these terms and conditions because you have expressed an interest in our services. You should read these terms and conditions carefully. They tell you about the services we provide, and how we charge for them. They also tell you what we expect from you when you choose to use our services.

If you would like to receive these terms and conditions in a different format please contact us at hello@kiora.org.uk.

Kiora is a trading name of Healthspan Technologies Limited. Our company number is 15728029 and our registered office is located at Spaces West Kensington, Avonmore Road, London, United Kingdom, W14 8TS.

1. Our services

Our mission is to help parents and guardians access services and funds available to them. You can read more about our mission statement on our website www.Kiora.org.uk.

You can find everything you need to know about us, Kiora, and our services on our website or from our team before you decide to use our services.

Our core service is providing support to access financial support available to older people. We are specialists in Disability Living Allowance applications. Disability Living Allowance is there to help parents of children with a medical condition that means they have extra care needs.
If successful, individuals currently receive one or two components: the mobility or care component. The money backdated to when the application was sent.

We aim to make additional services available over time and will contact you if we believe these may be suitable for you.

The terms set out in this contract pack may change from time to time. If we need to make a change to our terms we will notify you in writing using the address details you give us during your application process.

2. Our promise to you

At Kiora, we treasure the trust you place in us, to support you through your ageing journey. As such, we have built our business around principles we believe in and stand by.
We make the following promises to all of our clients.

1. We are here for you – Our focus is on delivering the best outcomes for our clients, and being accessible and available to speak to when needed. We will not hide away from open conversations and feedback.
2. Acting with respect – We will always strive to engage with all those we come into contact with, with the utmost respect, integrity and inclusivity.
3. Our goal is to deliver value – We believe in the work we do and why we are doing it, but this is underpinned by our determination to support our clients in unlocking value. We only charge for our service when this value is delivered.
4. Trust and security are sacrosanct – We have built all our processes, databases and policies on the basis of being as secure as possible and ensuring we can gain and maintain our clients’ trust. This is a flagship promise that we are determined to keep.
5. We operate to the highest standards – We manage and review all aspects of how we carry out our business to ensure that we deliver the highest standards internally and externally.
6. What we expect from you

If you wish to use our services, you should first check you are eligible using the eligibility tool on our website, or call our team. Following this one of our team will contact you to guide you through the next steps, or you can request a call back.

You will need to sign our acceptance form, and ensure you confirm you are happy to share your information with us. This is so we can use this information for your applications and for delivering additional services to you.

When entering information into the eligibility form and our acceptance form, and when speaking to our Kiora team members, it is very important you provide as much information as possible about your child’s health, and the impact of their health on their life, and yours. All the information you give us must be true, accurate and complete.

When we have captured this information, we will then assist you to complete the Disability Living Allowance forms so that you can submit these to DWP. This may include sending the completed form to you to sign, or submitting information on your behalf online. If we send you the Disability Living Allowance forms, and if you are happy to proceed, you should sign these forms and add information where indicated, and follow the instructions supplied with the forms. If you have any questions at any point, you can call our team on 0204 634 7313. It’s also ok to decide at this stage that you do not want to proceed with your application for Disability Living Allowance, but if you do proceed following assistance from us we ask that you let us know that you have submitted your application. We also require you to inform us as soon as you are told the outcome of your application, whether successful or not.

On successful application, you will start receiving payments from DWP directly to the account details you provided.  At this point you need to immediately contact the Kiora team to make them aware of the result of your application.

4. Our fees

Should your application for Disability Living Allowance be successful, we will charge you a fee of £365 plus VAT (the Kiora Success Fee). The Kiora Success Fee is due when you receive your first payment of Disability Living Allowance. We accept payment by credit or debit card over the phone, online or via cheque.

5. Our key terms and conditions

There are certain key terms and conditions of our service that we need to draw your attention to. Please read the below carefully and contact us if you have any questions.

When you submit your acceptance form to us, you agree to the following:

Our right to decline services. We will assess the information you provide over the telephone and in our forms and determine whether we can help you. This determination is in our sole discretion. We will decline to help if we do not think you are eligible for Disability living Allowance, for example if you have already made an application for Disability Living Allowance or are in receipt of other allowances, or if you fail to provide sufficient information. Details of eligibility for Disability Living Allowance can be found on our website.

Payment of fee We will charge you the Kiora Success Fee upon receipt of your first payment of Disability Living Allowance.  If your application is not successful, we will not charge you.

VAT. We reserve the right to pass on any increases in VAT. If the rate of VAT changes between the date you submit your Information Form and the date we supply the service, we adjust the rate of VAT that you pay, unless you have already paid in full before the change in the rate of VAT takes effect.

We’re not responsible for delays outside our control. If our supply of your service is delayed by an event outside our control, we contact you as soon as possible to let you know and do what we can to reduce the delay. In particular, we cannot give you any assurances that your application for Disability Living Allowance will be successful, or will be approved in a particular time frame.

Accuracy of information. You are responsible for the accuracy of all information provided to us, whether when declaring your eligibility or when speaking or corresponding with one of our expert team. We are not responsible for verifying the accuracy of the information you provide.

Cessation of services. We reserve the right to cease provision of our services to you at any stage, including (i) where we have reason to believe that the information you are providing is not accurate or incomplete, (ii) to deal with technical problems or make minor technical changes; or (iii) to update the service to reflect changes in relevant laws and regulatory requirements or the availability of Disability Living Allowance or other benefits.

Right to change your mind. You have a legal right to change your mind, plus extra rights under our goodwill guarantee.  You lose the right to cancel our service when your application for Disability Living Allowance has been submitted (and if your application is successful, you must pay for any services provided up the time you cancel).

How to let us know and what happens next. If you do change your mind and no longer need our services, please inform us as soon as possible.

You have rights if there is something wrong with your service. If you think there is something wrong with your service, you must contact us. Your legal rights are summarised below. These are subject to certain exceptions. For detailed information please visit the Citizens Advice website www.citizensadvice.org.uk. Remember too that you have several options for resolving disputes with us.

We can change services and these terms. We may always change a service to reflect a change in law or regulatory requirements, or to make minor technical adjustments and improvements, for example to address a security threat. We will notify you if we need to make any changes which impact the service we provide.

We don’t compensate you for all losses caused by us or our services. We’re responsible for losses you suffer caused by us breaking this contract unless the loss is:

i. It was not obvious that it would happen and nothing you said to us before we accepted your order meant we should have expected it (so, in the law, the loss was unforeseeable).

ii. Caused by a delaying event outside our control.

iii. Something you could have avoided by taking reasonable action, including following our reasonable instructions for use.

iv. A business loss. It relates to your use of a product for the purposes of your trade, business, craft or profession.

We will not be responsible if the information you provide to us or a third party is inaccurate, incomplete or misleading in any way.

We use your personal data as set out in our Privacy Notice. How we use any personal data you give us is set out in our Privacy Notice: https://Kiora.org.uk/privacy. When you complete our acceptance form we ask that you give us your express consent to using the information that you give us for the purposes of us providing our services to you. If you do not consent to us using your personal data as set out in the Information Form and Privacy Notice then you should not complete the acceptance form.

• You have several options for resolving disputes with us

Our complaints policy. Our Client Service Team hello@kiora.org.uk or 0204 634 7313 will do their best to resolve any problems you have with us or our services as per our Complaints policy (hello@kiora.org.uk or 0204 634 7313).

You can go to court. These terms are governed by English law and wherever you live you can bring claims against us in the English courts. If you live in Wales, Scotland or Northern Ireland, you can also bring claims against us in the courts of the country you live in. We can claim against you in the courts of the country you live in.

Other important terms apply to our contract

We can transfer our contract with you, so that a different organisation is responsible for supplying your service. We’ll contact you to let you know if we plan to do this. If you’re unhappy with the transfer you can contact our Client Service Team.

You cannot transfer your contract with us. Due to the nature of the services we provide your contract with us is personal and cannot be transferred to a third party.

Nobody else has any rights under this contract. This contract is between you and us. Nobody else can enforce it and neither of us will need to ask anybody else to sign-off on ending or changing it.

If a court invalidates some of this contract, the rest of it will still apply. If a court or other authority decides that some of these terms are unlawful, the rest will continue to apply.

Even if we delay in enforcing this contract, we can still enforce it later. We might not immediately chase you for not doing something (like paying) or for doing something you’re not allowed to, but that doesn’t mean we can’t do it later.