Terms of sale and use.

What Kithra is

Kithra is care-coordination software. You keep information about someone you care for and choose who else can see it.

It is not a care provider, does not give medical advice, and is not an emergency service. In an emergency, call 999.

It runs in a web browser on a computer, tablet or phone, and needs an internet connection. It requires no other software and works with any current browser.

Kithra Records — your own daily record. You can also keep a daily record of the person you care for in Kithra Records: readings, what they drank and passed, their mood, the care done and the medicines given. That is part of Kithra and these terms apply to it. You decide whether to share it with a care agency on Kithra Records, or with a GP, a nurse or anyone else through a link that ends within 30 days and opens only with a one-time code sent to the email address you gave for them, and you can stop a share at any time. Withdrawing a care agency’s link ends every share you made through it. We show what you record and simple totals; we do not interpret it and it is not medical advice. A care agency’s own record of the care it gives is the agency’s, under its contract with us (Kithra Records), and is not covered by these terms.

Plans and prices

Additional circle member — £3 a month each, beyond the number your plan includes.

Additional storage — £2 a month for each 50 MB. It stacks on top of whatever your plan includes, and you keep it if you cancel your plan.

Reaching your storage limit deletes nothing and hides nothing. Everything already stored stays readable, shareable and downloadable. Only new uploads are refused, until you free up space or buy more.

Single care summary — £1.99, one-off. It does not expire.

These are the total prices. No setup fees, no delivery charges, nothing beyond the price shown.

Subscriptions

Subscriptions renew automatically — monthly plans each month, yearly plans each year — until you cancel. There is no minimum term.

You can cancel at any time from your account. Your plan runs to the end of the period you have paid for and nothing further is charged.

Cancelling within 14 days

You have 14 days from entering into the contract to cancel and get your money back. You do not have to give a reason.

Tell us — from your account, by email to support@kithravault.com, or using the form below. If you cancel through our website we will confirm it in writing straight away.

We refund within 14 days of being told, by the method you paid with.

If Kithra has not started, you get everything back. If you asked us to start straight away and then cancel, you pay a proportionate amount for the part of the period you had, worked out against the full price of that period, and we return the rest.

Care summaries

Before you buy a summary you confirm that you want it straight away and that you understand you will lose your right to cancel it once it is supplied. Once supplied, that summary is not refundable.

Summaries you have bought but not requested remain refundable under the 14-day right.

Stored credit

You may hold credit on your account to spend within Kithra.

The most you can hold is £150. Credit is valid for 12 months from the day it is added. It is not transferable and not refundable to cash.

What you may not put in Kithra

Nothing unlawful. Nothing that harasses, abuses or threatens another person. Nothing about someone you have no authority to hold information about.

“Nothing unlawful” includes, and is not limited to:

• child sexual abuse material, or anything that sexually exploits a child;
• terrorism content, or anything that supports a banned (proscribed) organisation;
• an intimate image of someone shared without their consent, or a threat to share one;
• threats, harassment, stalking, or encouraging someone to seriously harm themselves;
• sending someone a sexual image they did not ask for;
• fraud, or anything else that is a crime under UK law.

We may take down anything that breaks these rules, and suspend or close an account that does. We will tell you why. The next sections say how.

How we deal with illegal content

How Kithra keeps illegal content to a minimum. Kithra is private. There is no public page, no search across families and no feed. Only the people in a person’s circle can see what is shared there, and every item is linked to the account that shared it. That leaves very little room for illegal content to spread.

When we find out about it, we take it down as soon as we can. We find out from a report (see “Reporting content or a concern”) or in any other way. A person at Kithra reads every report and decides what to do. They act on what the report says and on the reference to the item the report carries. They do not open the family’s record, photographs or files to do it. Once something is taken down, nobody in the circle can see it, open it or download it.

What we do depends on what it is:

• Child sexual abuse material. We take it down. The law requires us to report it to the National Crime Agency, and we do. We keep the records the law requires, securely, for as long as the law requires, and nobody at Kithra views the material. We may close the account that shared it.
• Terrorism content. We take it down. If an account is run by or for a banned (proscribed) organisation, we close it. Where someone may be at risk, or the law requires it, we tell the police.
• An intimate image shared without consent. We take it down within 48 hours of the report. See “An intimate image shared without consent”.
• Other illegal content. We take it down. We may suspend or close the account that shared it, and we tell the police where someone may be at risk or the law requires it.

We do not use automated tools to find, judge, hide or take down anyone’s content. A person makes every decision. We do scan every upload for viruses and remove location data from photographs. That is for security and privacy, not to judge what you share.

We apply these rules in the same way to everyone.

Reporting content or a concern

You can tell us about anything in Kithra that you think is illegal or breaks these terms:

• the Report button beside each document, photograph, care note, family message and direct message;
• kithravault.com/report-a-concern, which anyone can use, without an account and, if you prefer, without giving your name;
• Help & support inside Kithra;
• email: support@kithravault.com.

A report sent to us does not, by itself, tell the police. If someone is in immediate danger, call 999. If a child is involved, you can also report to CEOP (ceop.police.uk). For a crime that is not an emergency, call the police on 101 or go to report.police.uk.

If you are worried about a person’s safety or wellbeing, rather than something shared in Kithra, use “Report a concern” on the same page. A person reads it and, where needed, passes it to the police or the local council’s adult safeguarding team.

We never tell the person you report who made the report.

An intimate image shared without consent

If an intimate image of you has been shared through Kithra without your consent, you can report it. Someone acting for you can report it too.

How to report it. Use the form “An intimate image of you, shared without your consent” at kithravault.com/report-a-concern. You do not need an account. You tell us:

• where the image is;
• whether it is of you, or of someone you act for;
• how we can contact you; and
• that you believe, in good faith, that it is an intimate image of you (or of the person you act for) and that it was shared without consent.

What we do. We give you a reference straight away. We take the image down within 48 hours of your report, and any copy of it we identify. We do this without opening it. We then tell you what we did, using the contact details you gave.

We may decide not to take it down only if we conclude it is not an intimate image, or that the person reporting is not the person in it or someone acting for them. If so, we tell you, and you can complain (see “Complaints and disputes”).

If the image is still there, or comes back, report it again on the same form. A new report starts a new 48-hour deadline and goes to the top of our queue.

If we take something down or act on your account

We tell you. If we take down something you shared, you get a message in Kithra saying so. We do not tell you who reported it.

You can appeal. Go to Appeals in your account. You can appeal if we took down something you shared, if we acted on a report made about you, or if we suspended your account. Tell us why the decision should change. A person reads every appeal and decides. We tell you the outcome and the reason.

If your appeal succeeds, we put things back. What we took down is restored exactly as it was, and you get a message telling you. If we suspended your account and the appeal succeeds, we lift the suspension.

Your own data download. If you download your data while something you shared is taken down, it is still included, unless it was taken down after an intimate image report or as child sexual abuse material. Those are left out.

Your right to go to court. If we take down something you shared, or suspend or close your account, in breach of these terms, you have the right to bring a claim against us for breach of contract.

If Kithra does not work as it should

We must provide it with reasonable care and skill.

If we do not, we will put it right at no cost to you. If we cannot, or do not do it in a reasonable time or without significant inconvenience to you, you can ask for a price reduction — which may be the whole amount.

These rights come from the Consumer Rights Act 2015 and we cannot take them away.

Ending your account

You can close your account at any time from your account settings.

Your record is hidden immediately and permanently deleted after 30 days. Sign in before then and you can bring it back. Any subscription is cancelled when you ask, not at deletion.

Our responsibility

We do not limit our liability for death or personal injury caused by our negligence, for fraud, or for anything else that cannot be limited by law.

Otherwise: Kithra is software for keeping and sharing information. We are not responsible for decisions made about a person’s care, or for the accuracy of what you or others in your circle enter.

Complaints and disputes

How to complain. Complain to us at support@kithravault.com, through Help & support inside Kithra, or at kithravault.com/report-a-concern. You can complain about anything, including:

• content you think is illegal;
• how we handled a report, including an intimate image report;
• something of yours we took down, or action we took on your account (use Appeals in your account for these);
• anything you think we are doing that breaks our legal duties, including on privacy or freedom of expression.

What happens next.

1. We confirm straight away that we have your complaint.
2. A person responsible for complaints at Chronix Health Group Ltd looks at it. We consider every complaint.
3. We decide within 10 working days and tell you the outcome and the reason. If it will take longer, we tell you why and when to expect an answer.

A report about illegal content, and an intimate image report, is acted on straight away. It does not wait for this timeframe.

We are not a member of an alternative dispute resolution scheme and do not commit to using one.

These terms are governed by the law of England and Wales. If you live in Scotland or Northern Ireland you may bring proceedings in your own courts.

Cancellation form

Complete and return this form only if you wish to cancel the contract.

How we handle information is set out at kithravault.com/privacy/care-vault.

Version history

Effective 6 October 2026.

Effective 6 October 2026; approved by the founder on 5 October 2026 and published on the Kithra site · Version 1.9 — the terms now say how illegal content is dealt with, how to report it (including an intimate image shared without consent, taken down within 48 hours), how take-down and appeals work, and how complaints are handled. No price moves and no other term changes. Supersedes v1.7 (an account you ask us to close is hidden immediately and permanently deleted after 30 days, not 60; effective 24 September 2026), v1.6 (the paragraph on Kithra Records’ family side now says that a link you make for a GP, a nurse or anyone else opens only with a one-time code sent to the address you gave, and that withdrawing a care agency’s link ends every share through it. The company’s registered details are written exactly as they appear on every product; approved and never published on its own), v1.5 (one paragraph added about Kithra Records’ family side; published and effective 23 September 2026), v1.4 (the contact address became Kithra’s own, support@kithravault.com, and the closing line names kithravault.com; approved by the founder on 22 September 2026 and not yet published), v1.3 (the product renamed from Care Vault to Kithra, and the paid tiers named as they appear on the receipt, effective 7 September 2026), v1.2 (the yearly prices and the single care summary corrected to the amounts actually charged, effective 27 August 2026), v1.1 and v1.0. A v1.8 was drafted on 3 October 2026 and never approved or in force.