TERMS AND CONDITIONS

MY SOS FAMILY LTD | Last updated 29 August 2026 | Version 2026.1

The short, important version

My SOS Family is a mission-led service designed to help you alert people you know and trust. You can choose the features and contacts that work for you.

My SOS Family is not an emergency service, alarm receiving centre or monitored response service. It does not replace the police, ambulance, fire service, coastguard, a crisis service or any other public emergency service. In a life-threatening or urgent situation, call the correct emergency number for your location first.

The Service relies on many connected systems that neither you nor My SOS Family controls. These include your device, battery, SIM, permissions, operating system, mobile or internet connection, carriers, email and telephone networks, app stores, cloud platforms, messaging providers and your SOS Contacts' devices and choices. An alert may be late, blocked, incomplete, duplicated or not delivered. A contact may not see it or respond.

To the fullest extent the law allows, the Service is provided on an 'as is' and 'as available' basis. We do not guarantee that it will always be available or that any alert will be sent, delivered, read or acted upon.

You must only add SOS Contacts who know you, have expressly agreed to receive your alerts through the selected channels, and understand how to opt out. A contact can withdraw permission at any time. Do not use the Service for unsolicited, bulk, promotional, abusive or unlawful communications.

Deleting the app or your My SOS Family account does not automatically cancel a subscription managed by Apple, Google, PayPal, a direct debit provider or another payment platform. You must cancel through the platform that bills you.

This summary highlights the main points. The numbered sections below form the full agreement. Nothing in these Terms removes a consumer right or liability that the law says cannot be removed.

1. About these Terms and who we are

These Terms of Use are a legal agreement between you and My SOS Family Ltd for access to and use of the Service. 'My SOS Family', 'MSF', 'we', 'us' and 'our' mean My SOS Family Ltd.

Company number 08918454
Registered office 20-22 Wenlock Road, London, N1 7GU, England
Trading and legal correspondence address 22 Heron Court, Bromley, Kent, BR2 9LR, United Kingdom
Email info@mysosfamily.com

These Terms apply to our apps, web app, website account services, supported telephone and landline features, supported Amazon Alexa skill, SOS, SOS Timer, Check-in, alert, location-sharing, chat, Naya and related features that we make available. A specific order form, organisation agreement, reseller agreement, data processing agreement, voucher condition or app-store term may also apply. If there is a conflict, the more specific signed or displayed term applies to that subject only, subject to mandatory law.

Our handling of personal information is explained in our Privacy Policy. The Privacy Policy does not reduce the rights in these Terms.

2. Eligibility, authority and acceptance

You accept these Terms when you tick the unticked acceptance box during registration, sign an order that incorporates them, or continue to use the Service after being given the Terms where the law allows acceptance by use. If you do not accept them, do not register or use the Service.

You must be at least 18 to create and control an account. A parent, guardian or authorised organisation may set up and supervise the Service for a person under 18 only where the product and local law allow it. Naya is for people aged 18 or over.

If you accept for a company, charity, public body, employer, school, membership body or other organisation, you confirm that you have authority to bind it. The organisation and each authorised user are bound by the provisions that apply to them. A consumer remains entitled to any mandatory rights that apply to the consumer personally.

3. What the Service does

The Service helps a user send or initiate alerts to chosen SOS Contacts through available channels, which may include SMS, automated or connected telephone calls, email, app notifications and other supported communications. Features may include an SOS button, SOS Timer, Check-in, chat, location information, an emergency-number shortcut, supported hardware and Naya.

The Service is a communications tool. It is not a promise of rescue, attendance, dispatch, verification, monitoring, welfare checking or a particular outcome. We do not check whether an alert is genuine, watch your account continuously, contact public emergency services for you, or guarantee that an SOS Contact is willing, able, awake, nearby or qualified to help.

We may add, change, limit or withdraw a feature for safety, legal, security, technical, carrier, supplier or product reasons. Section 29 explains when we give notice and what happens to a paid service.

4. Emergency services and your safety responsibilities

Call emergency services first in a life-threatening situation

Use the correct emergency number for your location, such as 999 or 112 in the United Kingdom, 911 in the United States or Canada, or 000 in Australia. Do not wait for a My SOS Family alert or response.

An emergency-number shortcut may be shown in the iOS or Android app where you switch it on and the device or region supports it.

The shortcut normally opens or starts the device calling process. You remain responsible for checking the number, completing the call and speaking to the emergency operator.

The shortcut can fail for the same device, network and platform reasons described in these Terms.

Do not add a police, ambulance, fire, coastguard, crisis, non-emergency or other public-service number as an SOS Contact.
Keep an independent way to call for help. Do not make My SOS Family your only safety method.
Test your chosen features at reasonable intervals using the test method we provide, without disturbing contacts or public services.
Keep your contact list, permissions, device, app, operating system, SIM, battery, mobile plan and connectivity up to date.
Agree with your SOS Contacts what an alert means and what, if anything, you would like them to do.

5. SOS Contacts, permission and opt-out

5.1 Permission before adding a contact

You may only add a person as an SOS Contact if you know them and they have freely and expressly agreed to receive My SOS Family alerts for you through every channel you select. Permission must be obtained before the contact is activated. You must not rely on silence, a pre-ticked box, an old unrelated permission, a purchased or rented list, or permission given to somebody else.

Before adding a contact, tell them clearly:

that My SOS Family may contact them on your behalf
the types of alert they may receive and the channels you plan to use
that alerts can include your name, message, location or other information you choose to share
that frequency is event-based and can vary
that ordinary carrier, call, data or message charges may apply to them
how to refuse or withdraw permission at any time
where to find the contact-facing privacy information supplied by us

You must keep reasonable evidence of the permission if we, a carrier or a regulator asks for it. If the app offers a direct invitation or confirmation flow, you must use it and must not bypass it. If a contact has not confirmed where confirmation is required, that channel may remain inactive.

5.2 Withdrawal and suppression

An SOS Contact can withdraw permission at any time. Our SMS templates include an instruction to reply STOP where the channel, carrier and local rules permit. We also treat other clear withdrawal requests as opt-outs where required. A contact can use the removal method in an email, app or voice message, contact us, block the sender, or ask you to remove them.

We may place the number, email address, device or account on a suppression list so it cannot receive further alerts through the relevant route. A limited suppression record may be retained to honour the opt-out. You must not re-add, replace, disguise or route around an opted-out address or number unless the contact gives a valid new permission through a process we accept.

We will try to tell you when a contact opts out, but we may not know that a carrier, device, spam filter or contact has blocked an alert. You are responsible for checking your active contact list and choosing alternatives.

6. Communications, carriers and country rules

SOS alerts are intended to be non-promotional, event-based service or safety communications initiated by the user. You must not put advertising, fundraising, sales, political campaigning, affiliate marketing or unrelated promotional material in an alert, contact invitation or chat. Adding promotional content can change the legal classification of the message and may cause blocking or legal liability.

You are responsible for your contact choices, permissions, content and lawful purpose. We are responsible for the parts of the communications service that the law places on us. Neither party transfers all compliance responsibility to the other. We and our communications providers may require evidence, registration, approved wording, identity checks, local sender routes or other controls before a channel is enabled.

Country and network controls can include the following:

United States carrier registration for application-to-person messaging sent through toll-free numbers, local long codes or other sender types, together with consent, identification and opt-out rules for texts and automated or prerecorded calls
European and United Kingdom privacy and electronic-communications rules, including the need to keep safety and service messages separate from direct marketing
Canadian consent, identification, unsubscribe and automated-dialling rules where they apply
Australian spam, sender registration, privacy and consumer rules where they apply
Colombian data-protection, authorised-channel and commercial-contact controls, including the Registro de Numeros Excluidos where applicable to promotional communications
Indian Distributed Ledger Technology registration, principal-entity, header, content-template, consent-template and customer-preference or Do Not Disturb controls where applicable
local-language, quiet-hours, caller-identification, sender-identification, record-keeping, emergency, privacy, sanctions and telecommunications requirements in other countries

A DND, network preference, carrier filter, spam control, sender rule, roaming arrangement, local licence or country restriction can block or delay an alert even when you and your contact have consented. We do not promise that every feature, sender type or route is lawful, registered or available in every country or on every carrier. We may block a route, country, number, contact, account, template or message without notice where needed to protect recipients, comply with law or provider rules, or keep the Service available.

7. Fair use

Plans described as unlimited or including alerts are subject to fair use. The Service is intended for occasional personal-safety events, reasonable tests and the uses shown in the applicable plan. It is not intended for bulk messaging, automated campaigns, routine workforce dispatch, everyday attendance messaging, high-volume monitoring, load testing, marketing or any use that unreasonably disturbs contacts or consumes disproportionate communications capacity.

A repeated genuine emergency is not automatically abuse. We will consider context, number of users and contacts, alert frequency, channel use, testing pattern, provider cost, impact on contacts, opt-out complaints and whether the use matches the plan. We may ask you to change plan, reduce use, provide consent evidence or use an organisation product.

We may warn, limit, delay or suspend use that appears abusive or outside fair use. We will try to give a warning or suspension notice when reasonably practical, but may act immediately and without prior notice where there is a safety, recipient, carrier, legal, fraud, security, cost or service-integrity risk.

8. Your account, device and information

Give accurate, current registration, contact, country and payment information.
Protect passwords, one-time passcodes, linked devices and account access. Tell us promptly about unauthorised access.
Update or remove a mobile number when a SIM, number, device, employee, family arrangement or relationship changes. A recycled or transferred number can reach the wrong person.
Do not share an individual account or licence except where a plan expressly allows managed users.
Keep compatible software and security updates installed and grant the permissions a feature needs.
Check alerts and location information for obvious errors. Location can be delayed, approximate, stale or unavailable.

You are responsible for activity carried out through your account unless it results from our breach of a legal duty or failure to use reasonable care. Contact support promptly if you believe an account, device, number or payment method has been compromised.

9. Free accounts, free alerts, trials and beta features

We may offer a free account, free alert allowance, free daily Naya interactions, trial, pilot, beta, promotional feature or other no-charge service. Unless the offer says otherwise, it is limited, may have different functions and can be changed, suspended or withdrawn at any time.

Providing it once does not create a legal obligation to continue providing it or to provide the same quantity, channels or features later.

If we promise a defined trial period or allowance at sign-up, we will provide it subject to these Terms and mandatory law, but it remains subject to technical availability, fair use and lawful suspension. A trial will convert to a paid plan only where the price, renewal and cancellation terms were clearly disclosed and you gave the required agreement. Purchasing a paid plan may end any unused trial if that was disclosed at purchase.

Beta and test features may be incomplete, contain errors, change without notice and lose data. Do not rely on them for critical or production use. Nothing in this section removes mandatory consumer rights.

10. Paid plans, automatic renewal, prices and taxes

The price, billing period, included features, currency, taxes, trial and renewal terms shown when you subscribe form part of these Terms. A recurring subscription renews for the displayed period until cancelled.

The payment platform may charge shortly before or on the renewal date under its rules.

Apple, Google and other app marketplaces may act as the payment and subscription platform. Direct subscriptions may be processed for us by a card, PayPal or direct-debit provider. We normally receive payment and entitlement status through the provider's systems.

We do not receive or store your full card number.

We may change a direct-subscription price for a future renewal by giving the notice required by law and the applicable offer. Where the law or payment platform requires fresh consent, the price will not change until that consent is obtained. App-store price and tax treatment are governed by the store rules.

11. How to cancel a subscription and delete an account

Deleting is not the same as cancelling

Deleting the app or your My SOS Family account does not automatically cancel a subscription, automatic payment or direct-debit mandate held by Apple, Google, PayPal, GoCardless, your bank or another provider.

Cancelling a subscription does not automatically delete your My SOS Family account or all information. Use both processes if you want both outcomes.

Use the route that bills you:

Apple App Store. Cancel in your Apple Account subscription settings. Apple controls App Store billing, cancellation and App Store refunds.
Google Play. Cancel in Google Play subscriptions. Uninstalling the Android app does not cancel the subscription.
Direct card subscription processed for My SOS Family. Use the account billing portal where available or contact us with the account email, telephone number and receipt details.
PayPal. Cancel the automatic payment in PayPal where applicable, or contact us for a direct My SOS Family subscription. Cancelling the payment authority does not remove an amount already due.
GoCardless or another direct-debit provider. The organisation or payer can cancel the mandate through the provider or bank, subject to any amount due under the organisation order. Contact us so we can also update the service account.

Apple cancellation help is available at support.apple.com/118428.

Google Play cancellation help is available at support.google.com/googleplay/answer/7018481.

We will use reasonable efforts to help, but we cannot guarantee that we can directly cancel or refund a subscription controlled by an app store or payment platform.

If you delete your account before cancelling, a later billing notification may not match an active service account. You remain responsible for managing the subscription. Contact us with the receipt and platform account details if you need help.

12. Refunds

Nothing in these Terms removes a refund, cancellation, cooling-off, service or consumer-guarantee right that applies where you live. App-store purchases and refunds are handled under the relevant store rules. Request an Apple or Google refund through that platform.

For a direct subscription, cancelling normally stops future renewal and access continues until the end of the paid period.

We do not normally give a partial refund for a user cancellation after service has started unless the offer or mandatory law requires it. If we end a direct paid plan for our convenience and not because of your breach, we will normally refund the unused prepaid period on a time basis.

Where the law permits us to calculate a refund, we may deduct the value of service already supplied, reasonable account-specific costs and third-party charges that are genuinely non-refundable, but only where the deduction is lawful, fair and was properly disclosed. Section 26 explains the limits of liability.

A refund described here is not the only remedy where the law gives you another non-excludable remedy.

13. Prepaid vouchers and gift codes

A prepaid voucher or gift code provides the service period, plan or credit stated with it after valid activation. Its economic value is the amount paid for the voucher, not an advertised saving compared with a future direct price.

A voucher is not cash, cannot be resold without permission and is non-refundable except where mandatory law says otherwise.

The activation deadline and service period shown when the voucher is issued apply where lawful. If no activation deadline is shown, we may apply a reasonable validity period. For example, a six-month voucher first presented more than three years after issue may be treated as expired where local law permits. We will consider an expired or technically invalid code reasonably and may allow activation as a goodwill exception, but are not obliged to do so. Paid voucher expiry restrictions in local law always prevail.

A voucher normally starts its service period when it is validly applied and does not automatically renew. At expiry, paid channels or features may stop or the account may move to the free plan then available. Lost, stolen, copied, previously redeemed or unauthorised codes may be rejected.

14. Organisation and corporate accounts

An employer, charity, school, local authority, membership body, healthcare or care organisation, or other organisation may pay centrally by card, PayPal, GoCardless, bank transfer or another agreed method.

The organisation order and these Terms bind the organisation. Each authorised user must also accept or be given the user provisions that apply to their use.

The organisation is responsible for authorised administrators, user eligibility, accurate setup, lawful instructions, payment and any promises it makes to users.
The organisation must not represent the Service as a guaranteed, monitored or public-emergency response service unless a signed agreement expressly says so.
Privacy roles depend on the arrangement. A separate data processing agreement or data-sharing agreement must be put in place where the law requires it. These Terms alone do not replace a legally required controller-to-processor or controller-to-controller agreement.
The organisation must give users and contacts the notices, choices and employment or workplace consultation required by law.
A centrally paid account may be suspended or terminated for non-payment, misuse, expired eligibility or termination of the organisation order.

15. Resellers, affiliates and commercial partners

These Terms do not appoint anyone as a reseller, distributor, agent, franchisee or exclusive partner. Resale, customer administration, revenue collection, use of our brand or a partner representation requires a separate written Reseller or Partner Agreement signed by us.

Different financial terms, commissions, territory, sector, support or service levels are valid only if stated in that agreement.

Where we appoint a reseller or partner, it must:

ensure every end user is bound by these Terms and receives the applicable Privacy Policy before using the Service
obtain and evidence all user and SOS Contact permissions required for the services it configures
treat customers fairly, handle complaints promptly and avoid misleading, unsafe or unapproved claims
use the administration panel, branding, logos, materials and confidential information only within the limited licence we give
obtain our prior written approval for public claims, campaigns, media, co-branding and altered marketing material
not bind us, quote in our name, accept liability for us, sign a contract for us or imply authority it does not have
put appropriate data processing, data sharing, security and international-transfer arrangements in place before accessing personal information
keep customer money, taxes, refunds, subscription information and records properly and comply with consumer and payment law
not use our confidential information, customer data, brand, software or know-how to copy, recreate or promote a directly competing alert service, to the extent such a restriction is lawful

No territory or sector is exclusive unless a signed agreement expressly grants exclusivity. Informal lead protection, priority or a statement that we do not currently plan to appoint another partner is discretionary and is not exclusivity.

We may withdraw such discretionary protection on reasonable notice of not less than four weeks and not more than six months, depending on customer impact, unless mandatory law or a signed agreement requires otherwise.

We may suspend or end partner access immediately for unsafe claims, misuse, unlawful communications, data risk, brand harm, non-payment, fraud or a serious breach. Other termination and any lawful non-compete obligation are governed by the signed agreement.

16. Hardware, SIMs and integrations

We may integrate the Service with buttons, watches, phones, hubs, SIMs, voice assistants or other hardware supplied by us or another seller. These Terms apply to use of the My SOS Family Service through that hardware. Separate sale, rental, warranty, returns, connectivity and manufacturer terms can also apply to the hardware.

An integration can fail because of battery, charging, damage, water, pairing, range, firmware, Bluetooth, mobile data, Wi-Fi, SIM, carrier, account linking, microphone, speaker, sensor, platform or manufacturer issues. Compatibility can change after an operating-system, firmware, platform or security update. We do not guarantee that third-party hardware will remain compatible.

A SIM loaned or supplied as part of a managed service remains our or the network provider's property where the applicable order says so. Do not move or repurpose it contrary to that order. A hardware seller, installer or integration partner has no authority to bind us unless we confirm that authority in writing.

17. Chat messages, storage and private communications

My SOS Family chat is intended for private communication between the people using it. We do not routinely read or monitor chat content. We may process technical delivery data and may investigate information that is reported or lawfully made available to us where needed for safety, security, abuse prevention, support or legal compliance.

Chat messages are ordinarily held by our delivery systems only for the limited period needed to route and deliver them. After successful delivery they are removed from the active delivery system, subject to limited operational records, protected backup cycles, legal preservation and the retention explained in the Privacy Policy.

We do not promise deletion from a sender's or recipient's device, notification preview, screenshot, export, device backup or cloud account.

Uninstalling the app normally removes app data stored locally on that device. It does not remove copies held by another user or in an export, device backup, iCloud, Google or other cloud account. Where the app offers local or cloud export, save or import settings, you are responsible for switching them on, checking the destination and keeping your own copy. We are not liable for lost chat or other content except to the extent caused by our breach of a non-excludable legal duty.

Do not send information that you do not have the right to share. Think carefully before sending health, identity, financial, security, employment, legal or other sensitive information. The recipient may copy or disclose it outside the Service.

18. Naya AI companion

18.1 What Naya is

Naya is an AI companion that replies to prompts. Naya is not a person, doctor, therapist, counsellor, clinician, healthcare provider, wellbeing service, crisis line, emergency service or substitute for professional advice or human support. Naya can misunderstand, make mistakes, omit important information and produce inaccurate or unsuitable replies. Verify important information independently.

18.2 Processing and context

A contracted third-party AI service processes your prompt and the limited context needed to generate a reply. We do not use Naya conversations to train our own AI models.

We do not deliberately attach your account name, telephone number, SOS Contact list or precise location to an ordinary Naya prompt unless a feature requires it and we clearly disclose that use. You can still type personal information into a prompt, so do not enter information you do not want processed.

Where Naya memory is available, the contextual information kept for future conversations is shown or manageable within Naya and can be cleared using the available control. We do not keep a permanent Naya transcript as your account chat history. Temporary provider processing, limited memory and minimal safety records are handled as described in the Privacy Policy.

18.3 Safety and design

Naya is designed to respond in a positive way without streaks, 'I missed you' messages or return nudges. This describes the current design aim, not a clinical outcome or promise that every reply will feel positive. If the optional Naya SOS safety feature is enabled, automated analysis may identify serious safety language and start a warning and countdown before an SOS is sent. You can cancel during the warning period and can turn the feature off where the control is available.

Naya conversation content is not sent to SOS Contacts. They receive the ordinary SOS information needed for the alert.

If you may be in danger, are thinking about harming yourself or someone else, or need urgent medical or mental-health help, stop using Naya and contact the appropriate emergency service, crisis service or qualified professional. Do not wait for Naya or rely on it to recognise risk.

18.4 Free and paid use

We may provide a number of Naya interactions free each day. The number, model, context limit and availability may change or be withdrawn. Additional use may require a separate paid in-app purchase or subscription, with the price and renewal terms shown before purchase. Naya can be suspended or withdrawn at any time for safety, legal, supplier, capacity or product reasons, subject to mandatory rights for any paid period.

19. Privacy, location and sensitive information

The Service processes personal information needed for the features you use. This can include your name, email address, telephone number, country, settings, SOS Contact names and contact details, subscription status, device and security data, alert and delivery events, responses, support communications, optional information, Naya information and location used by an enabled feature. Names, phone numbers, email addresses and location are personal information.

Location may be attached to an SOS, timer, Check-in or live-location feature when you grant the relevant device permission. It can be overwritten in an active feature or event display, while limited event, delivery, safety, legal or backup records may remain for the period explained in the Privacy Policy. The Service is not a continuous tracking service unless a clearly described active feature says otherwise.

By choosing a feature, you instruct or authorise us to process and share the information needed to provide it, including sending selected alert and location information to your chosen contacts. Device and app-store permission prompts are separate controls. Refusing or withdrawing a permission can stop a feature working. Consent is used where the law requires consent and can be withdrawn for future processing, subject to lawful retention.

For individual accounts, My SOS Family is generally responsible for the account and service processing described in the Privacy Policy. For an organisation account, the organisation may be responsible for some processing and we may act on its instructions, while remaining responsible for our own purposes. The applicable organisation agreement and data processing agreement set out those roles.

20. Acceptable use and prohibited content

You must not use, try to use or help another person use the Service:

for a crime, fraud, unlawful surveillance, stalking, harassment, coercive control, bullying, abuse, discrimination, exploitation or an infringement of another person's rights
to threaten, incite, organise or glorify violence or other illegal behaviour
to send unlawful, obscene, defamatory, malicious, deceptive or abusive content
to contact a person without the permission required by section 5 or after they have opted out
for advertising, spam, bulk communication, list broking or a purpose outside the Service
to impersonate another person, falsify an alert, make a hoax report or mislead a contact or public service
to add emergency-service or premium-rate numbers as contacts
to introduce malware, overload or disrupt the Service, probe security, scrape information or bypass a limit, block, verification or suppression control
to access another account or data without authority, or to share content you do not have a lawful right to use
in breach of sanctions, export controls, telecommunications, privacy, consumer, employment or other applicable law

We do not promise proactive monitoring. If a user, contact, authority or other person supplies credible evidence or raises a reasonable suspicion of prohibited use, we may investigate within the information lawfully available to us. We may preserve evidence, restrict features, cancel accounts and block phone numbers, email addresses, devices, payment identifiers or IP addresses where proportionate.

We may report or disclose information when legally required or permitted to protect a person, our rights or the Service.

21. Intellectual property, licence and feedback

We and our licensors own the Service and all associated software, source and object code, databases, interfaces, layouts, designs, workflows, methods, documentation, text, graphics, trade marks, logos, know-how, inventions and other intellectual property. 'My SOS Family' is a registered trade mark. These Terms do not transfer ownership to you.

While your account is authorised, we give you a limited, personal or internal-business, non-exclusive, non-transferable, non-sublicensable and revocable licence to use the Service on supported devices for the permitted purpose and plan. The licence ends when the relevant Service or account ends.

Except where mandatory law expressly permits it, you must not:

copy, reproduce, sell, resell, rent, lease, sublicense, distribute or commercially exploit the Service
reverse engineer, decompile, disassemble, discover source code, scrape, frame, mirror or create a derivative or competing service
copy or recreate a feature, workflow, interface, design, message process, method, brand or documentation
remove or alter a trade mark, copyright, proprietary notice, sender identity or security control
use our output, brand or confidential information to train, benchmark or build another service without written permission

You retain ownership of content you lawfully create. You give us a limited worldwide licence to host, route, process, copy and disclose that content only as needed to provide, secure and support the Service, comply with law and exercise our rights under these Terms.

Ideas, requests, suggestions and feedback do not give you ownership of a feature, process, improvement or product that we design or build, even if your request influenced it. To the extent permitted by law, you assign to us rights in feedback supplied for product development. If an assignment is ineffective, you give us a perpetual, irrevocable, worldwide, royalty-free, transferable and sublicensable licence to use and develop that feedback without payment or attribution. This does not transfer ownership of your confidential content or personal information.

22. Third-party services, platforms and app stores

The Service uses or connects with third-party devices, operating systems, app stores, payment systems, cloud services, carriers, messaging networks, email services, mapping, voice assistants, AI and other providers. Their terms and privacy notices also apply to your relationship with them. They may change, suspend or end access without our control.

22.1 Apple App Store addendum

If you obtain the app through Apple, these Terms are between you and My SOS Family Ltd, not Apple. We, not Apple, are responsible for the app and its content. The licence is non-transferable and limited to Apple-branded products that you own or control, as permitted by the Apple Media Services usage rules, including any permitted Family Sharing, volume-purchase or legacy-contact use.

We are responsible for maintenance and support required by these Terms or law. Apple has no obligation to provide maintenance or support. If the app fails to conform to an applicable warranty, you may notify Apple and Apple may refund the purchase price for the app where its rules provide.

To the maximum extent allowed by law, Apple has no other warranty obligation. We, not Apple, are responsible for other product, legal, privacy, consumer and intellectual-property claims relating to the app.

You confirm that you are not in a country or region subject to a United States Government embargo or designated as supporting terrorism, and are not on a United States Government prohibited or restricted-party list. You must comply with applicable third-party terms, including your mobile and data agreement. Apple and its subsidiaries are third-party beneficiaries of this section and may enforce it after you accept these Terms.

22.2 Google Play, Amazon Alexa and other platforms

Google, Amazon and other platform providers are not parties to these Terms and are not responsible for our Service, except for obligations they expressly accept under their own terms.

You must comply with their store, device, subscription, account, voice, data and acceptable-use rules. Linking or unlinking an Alexa account can affect availability.

We receive the interpreted Alexa request and account-linking information needed for the feature, not the Alexa audio recording itself.

23. Availability and interconnected dependencies

A successful alert depends on a chain of separate systems and people. Any link can fail, be unavailable or introduce delay. Without limiting the rest of these Terms, failure can result from:

a lost, stolen, damaged, wet, overheated, faulty, locked, switched-off or unsupported phone, tablet, button, wearable, landline, router, hub or voice-assistant device
a flat, degraded or insufficient battery, power cut, charging fault, battery-saving mode or background-process restriction
an iOS, iPadOS, Android, Fire OS, device firmware, browser, accessibility, notification, calling, location, Bluetooth or other operating-software error, update, incompatibility or permission setting
an outdated app, corrupted installation, failed update, signed-out account, expired session, wrong settings, one-time-passcode failure or account-linking problem
a removed, moved, swapped, inactive, damaged, locked, suspended, recycled or incorrectly provisioned SIM or telephone number
poor or absent mobile signal, mast coverage, congestion, roaming, local outage, data limit, account credit, carrier restriction or device Do Not Disturb setting
Wi-Fi, router, broadband, DNS, internet-service-provider, firewall, VPN, proxy, captive-portal or other data-connection failure
delay, filtering, rejection, rerouting, duplication, truncation or handoff failure between mobile operators, fixed networks, international gateways, SMS aggregators, telephone carriers, email providers or push-notification systems
a technical, capacity, compliance, account or outage issue affecting a third-party SMS, telephone-call, email, push, mapping, hosting, payment, app-store or cloud provider
temporary unavailability or changes affecting Apple, Google, Android services, Amazon Alexa or its related cloud services, or another platform needed by the feature
sender registration, toll-free verification, local long-code registration, DLT template, caller-identification, DND, spam, quiet-hours, sanctions, country, number-format or carrier-policy blocking
a contact who opted out, blocked the number, marked a message as spam, rejected calls, changed address or number, has no signal, has insufficient battery, disabled notifications, uses a filter, is unavailable or chooses not to respond
incorrect, missing, delayed, stale or unavailable GPS, mapping, address, contact, device or user-provided information
planned or emergency maintenance, deployment, failover, cyberattack, malicious traffic, security response, defect, human error or capacity constraint
law, regulation, regulator, court, government, app-store, carrier or provider instruction that limits or stops a feature
fire, flood, severe weather, disaster, war, terrorism, civil disturbance, strike, utility failure, public-health event or another event outside reasonable control

Redundancy, monitoring, retries or multiple channels can improve reliability but do not remove these risks. Delivery receipts and status indicators can themselves be late, incomplete or inaccurate. A displayed 'sent', 'delivered', 'answered' or similar status does not prove that the right person received, understood or acted on the alert.

24. 'As is', 'as available' and warranties

To the fullest extent permitted by law, the Service, free features, beta features, content, integrations and availability information are provided on an 'as is' and 'as available' basis.

We do not promise that the Service will be uninterrupted, timely, secure, accurate, compatible, error-free, available in every location or successful in sending, delivering or obtaining a response to an alert. We do not promise that a defect will be corrected by a particular time.

We do not make a promise about an SOS Contact, public service, third-party provider, device, carrier, network, platform, AI output, location result or outcome. No statement by a reseller, hardware seller, affiliate, employee or website changes these Terms unless an authorised My SOS Family representative confirms it in a signed written agreement.

Nothing in these Terms excludes a statutory guarantee, warranty, duty to use reasonable care and skill, or other right that cannot lawfully be excluded. Where such a right applies, we will provide the remedy the law requires. No internet, software or communications system can be guaranteed completely secure, but we use the safeguards and care required by applicable law.

25. Suspension and termination

We may restrict, suspend or terminate an account, user, contact, route, feature or message immediately where reasonably necessary for non-payment, fair-use breach, missing or withdrawn consent, opt-out evasion, illegal or prohibited content, abuse, fraud, security, safety, service integrity, a credible complaint, legal compliance, provider instruction, business closure or another serious breach. We may block associated numbers, addresses, devices, payment identifiers or IP addresses where proportionate.

We will try to warn you or give notice where practical. We may act without prior notice when delay could expose a person, recipient, network, provider or the Service to harm, cost or legal risk. We may tell you the reason unless law, security, confidentiality or an investigation prevents it. A suspension does not cancel charges already due.

We may end a free service or feature at any time. We may end a direct paid service for convenience by giving at least 30 days' notice where reasonably possible. If we end it before the paid period expires and you are not in breach, section 12 applies to the unused direct-paid period. A platform-controlled refund follows the platform process.

You may stop using the Service and may request account deletion. Subscription cancellation is separate and is explained in section 11. On termination, the licence ends, access can stop, and information is deleted or retained under the Privacy Policy and applicable law.

Payment, intellectual-property, liability, confidentiality, suppression, dispute and other provisions intended to survive will continue.

26. Liability

26.1 Rights that are never excluded

Nothing in these Terms excludes or limits liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, deliberate misconduct where it cannot be limited, breach of a non-excludable consumer guarantee or statutory right, or any other liability that applicable law does not allow us to exclude or limit.

26.2 Consumers

If you are a consumer, we are responsible for loss that was reasonably foreseeable when you accepted these Terms and was directly caused by our breach of contract or failure to use reasonable care and skill. We are not responsible for loss caused by your breach, inaccurate information, an SOS Contact, a third-party system or an event outside our reasonable control, except where the law makes us responsible. We are not responsible for business loss arising from consumer use.

Subject to section 26.1 and to the fullest extent permitted by law, our total liability to a consumer for all claims arising in any 12-month period is limited to the greater of GBP 100 and the total fees paid to My SOS Family for that consumer's Service during that period. This cap does not apply where it would be unfair or unlawful under the mandatory law that applies to the consumer.

26.3 Businesses, organisations, resellers and partners

For a person acting wholly or mainly for business, trade, profession, public-sector or organisational purposes, and subject to section 26.1, neither party is liable for indirect, incidental, special, exemplary, punitive or consequential loss, or for loss of profit, revenue, business, opportunity, contract, anticipated saving, goodwill or data.

Subject to section 26.1, our aggregate liability to all business users under or in connection with the Service in any 12-month period is limited to the greater of GBP 500 and the fees paid to us for the affected Service during that period. A signed organisation, reseller or partner agreement may state a different cap. Payment obligations and a party's liability under an express indemnity are not limited by this paragraph unless the signed agreement says otherwise.

26.4 Specific service risks

Within the limits above and subject to non-excludable law, we are not liable merely because an alert was not initiated, sent, delivered, read, understood or acted on; because location or AI output was wrong; because a contact opted out or did not respond; because chat, device or backup data was lost; or because a third-party provider, platform, hardware seller, carrier or public service failed. The refund rights in section 12 are the normal contractual remedy if we withdraw an unused part of a direct paid period, but they do not replace a mandatory legal remedy.

27. Responsibility and indemnity for organisational use

A consumer is responsible for their own unlawful or deliberate acts under ordinary law, but does not give a broad business indemnity merely by accepting consumer Terms.

To the fullest extent permitted by law, an organisation, reseller, affiliate, hardware partner or other business customer will defend, indemnify and hold harmless My SOS Family Ltd and its officers, employees and contractors from third-party claims, regulatory costs, carrier charges, fines and reasonable legal costs arising from that business party's:

failure to obtain or evidence user or SOS Contact permission
unsolicited, promotional, abusive, misleading or unlawful message, call, content or campaign
breach of privacy, employment, consumer, communications, sanctions or intellectual-property law
promise, representation, contract or refund commitment made without our written authority
customer administration, payment collection, hardware supply, installation or support
breach of sections 14, 15, 19, 20 or 21

We will give reasonable notice of a covered claim, allow the indemnifying party to control the defence with competent advisers, and provide reasonable cooperation at its cost. It may not settle a claim in a way that admits fault by us, imposes an obligation on us or fails to release us without our written consent. The indemnity does not apply to the extent a claim was caused by our own breach, negligence or unlawful act.

28. Business confidentiality and publicity

An organisation, reseller or partner must protect non-public product, security, technical, pricing, customer, roadmap and commercial information disclosed in connection with the Service, use it only for the agreed purpose and disclose it only to people who need it and are bound to protect it. This does not apply to information lawfully public, already known without restriction, independently developed or lawfully received from another source. Required legal disclosure is allowed after notice where lawful.

Neither party may use the other party's name, trade mark, logo, testimonial or customer status in publicity without prior written approval, except for a use expressly allowed by a signed partner agreement or required by law. Approval can be withdrawn for future use.

29. Changes to the Service and these Terms

We may change the Service or these Terms for legal, regulatory, security, safety, carrier, provider, technical, accessibility, product or commercial reasons. We will post the new version and update the date. For a material change that disadvantages a consumer, we will give reasonable advance notice where practical and any cancellation or fresh-consent right required by law.

An urgent change can take effect immediately where needed for safety, security, law or a provider requirement. If a material change requires new consent, the affected processing or feature will not continue until that consent is obtained. Continued use after the effective date constitutes acceptance only where the law allows it.

30. Governing law, complaints and disputes

These Terms and any non-contractual dispute are governed by the law of England and Wales. If you are a consumer, this choice does not remove the mandatory protection of the country where you normally live, and you may bring a claim in any court the applicable consumer law permits.

If you are acting wholly or mainly for business or organisational purposes, the courts of England and Wales have exclusive jurisdiction, unless a signed agreement says otherwise. Before starting proceedings, each party should give the other a reasonable opportunity to resolve the issue, except where urgent relief or a limitation deadline requires immediate action.

31. General legal terms

Events outside control. Neither party is responsible for delay or failure caused by an event outside reasonable control, but this does not excuse a payment already due or remove a mandatory consumer right. The affected party will take reasonable steps to reduce the effect where possible.

Assignment.

You may not transfer an individual account or these Terms without our written consent. We may transfer them with the business or Service, or to an affiliate, if this does not reduce a consumer's mandatory rights.

No agency.

These Terms do not create employment, partnership, joint venture, franchise, fiduciary duty or authority to bind the other party.

No waiver.

A delay in enforcing a right is not a waiver. A waiver must be clear and applies only to the stated occasion.

Severability.

If a court finds a provision unlawful or unenforceable, it will be removed or limited only as much as necessary and the remaining provisions continue. A court should not rewrite an unfair consumer term in a way that deprives the consumer of legal protection.

Entire agreement.

These Terms, the displayed plan and any applicable signed or platform terms form the agreement about the Service. Nothing excludes liability for fraud or a statement that the law says cannot be excluded.

Third-party rights.

Except for Apple and its subsidiaries under section 22.1, a person who is not a party to these Terms has no right under the Contracts (Rights of Third Parties) Act 1999 to enforce them. This does not affect a right or remedy available independently of that Act.

Electronic records. You agree that acceptance, notices, receipts and account records can be electronic. We may retain the Terms version, date, time, account, device and technical evidence needed to show acceptance and comply with law, as described in the Privacy Policy.

32. Contact and legal notices

For support, cancellation help, a complaint or a legal notice, email info@mysosfamily.com or write to My SOS Family Ltd, 22 Heron Court, Bromley, Kent, BR2 9LR, United Kingdom. Privacy requests should use the privacy contact shown in the current Privacy Policy.

We may send service and legal notices to the email address, telephone number, app inbox or postal address linked to your account. Keep those details current. A notice is treated as received when delivered through the ordinary channel, subject to any different rule required by law.

33. Defined words

Account means the My SOS Family account used to access the Service.
Alert means an SOS, timer, Check-in or other event communication initiated or scheduled through the Service.
Consumer means an individual acting mainly outside their trade, business, craft or profession.
Naya means the AI companion made available inside supported versions of the Service.
Organisation means a business, employer, charity, public body, school, membership body or other entity arranging or paying for the Service.
Service means the My SOS Family software, communications, alert, account and related features covered by section 1.
SOS Contact means a person chosen by a user to receive alerts or related communications.

End of Terms

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