Version 1.0 · Effective March 13, 2026 · sistemafusion, LLC
Kinloop is not an emergency service. Kinloop alerts notify your care team — they do not contact emergency services. In any life-threatening situation, call 911 immediately.
This policy describes how Kinloop communicates with care recipients (the people being monitored) and caregivers (account holders). It explains what messages are sent, on which channels, what Kinloop does not send, and the limitations of automated message delivery.
Care recipients are enrolled in Kinloop SMS messaging only after providing consent during the onboarding process. This consent is collected through a web-based flow where the caregiver confirms that the care recipient has agreed to receive daily SMS medication check-ins.
By participating in Kinloop check-ins, the care recipient agrees to receive transactional SMS messages related to medication adherence. Consent can be withdrawn at any time by replying STOP.
SMS is the only automated channel Kinloop uses to communicate directly with care recipients. Every SMS is sent from a dedicated Kinloop number via Twilio.
| Message type | When sent |
|---|---|
| Welcome message | Once, when first enrolled |
| Daily check-in | At the scheduled time each day (or weekdays only if configured) |
| Auto-reply to YES / NO / HELP / unrecognized | Immediately after each response |
| Reply | What it means | What happens |
|---|---|---|
| YES | Medications taken | Logged as taken. Auto-reply sent. No alert. |
| NO | Medications missed | Logged as missed. After 3 consecutive NOs, caregiver notified. |
| HELP | Something is wrong | Immediate escalation. Caregiver and all emergency contacts alerted. Auto-reply includes 911 instruction. |
| STOP | Opt out of all messages | All SMS delivery halted immediately. Caregiver notified by email. Cannot be overridden by Kinloop (TCPA requirement). |
Kinloop SMS messages are intentionally generic to comply with HIPAA. Clinical context lives in your secure caregiver dashboard, not in SMS.
Kinloop sends email only to the caregiver (account holder). Care recipients never receive email from Kinloop.
Kinloop does not send marketing email. All email from Kinloop is transactional and directly related to your account or care recipients.
SMS delivery is not guaranteed. A check-in showing "Sent" in your dashboard means Kinloop handed the message to our SMS carrier — not that your loved one received or read it.
Kinloop uses Twilio to deliver SMS messages. Despite best-effort delivery, messages may not arrive due to:
Failed sends are logged and surfaced in your dashboard. Your care coordinator (Premium/Concierge plans) will see a delivery failure banner on your loved one’s profile. Kinloop will not retry indefinitely — if you believe messages are consistently failing, contact support@kinloop.co.
Kinloop cannot confirm that your loved one has read a check-in message. If you are concerned about a non-response, check your dashboard Check-In History and follow up with your loved one directly.
Kinloop is not an emergency service. When your loved one replies HELP, Kinloop sends immediate alerts to you and your emergency contacts and notifies your care coordinator (Premium/Concierge). Kinloop does not:
Always call 911 for any life-threatening situation. Do not wait for a Kinloop alert to be acknowledged before calling for emergency help.
Care recipients can opt out of all SMS messages at any time by replying STOP to any Kinloop message. This is a federal TCPA requirement and is enforced at the carrier level — Kinloop cannot override a STOP opt-out.
When STOP is received:
To re-enable SMS check-ins, your loved one must first text START to the Kinloop number from their phone. After they do, you can re-enable SMS consent and check-ins in Recipient Settings.
See the Support Center.
Message frequency depends on the check-in schedule you configure:
Standard message and data rates may apply depending on your loved one’s mobile carrier plan.
For questions about this policy or Kinloop’s communications practices: