KINOS Support

We're here to help. Email [email protected] or WhatsApp +60 11-2147 6488, and we'll reply within 2 working days.

Getting started

Where do I get the app?
When KINOS is available, search for "KINOS" on the App Store or Google Play.

I can't sign in.
Tap "Forgot password" on the sign-in screen. If the email doesn't arrive in a few minutes, check your spam folder, then email us.

How do I invite family?
In the app, go to Me → Family → Invite. You can share a link, a QR code or a short code.

Plans and payments

How do I cancel my subscription?

• Bought on an iPhone or iPad: Settings → your name → Subscriptions → KINOS.
• Bought on Android: Google Play → Payments & subscriptions → Subscriptions → KINOS.
• Bought on our website: in the app under Me → Your plan, or email us.

You keep your plan until the end of the period you've paid for.

Can I get a refund?
See our Refund Policy at kinos.my/refunds.

Your data

How do I download everything?
In the app, go to Me → Settings → Export. Export is free, always.

How do I change or correct my information?
Edit it in the app under Me → Edit profile, or email us.

Privacy questions and requests
Email [email protected] from the email address on your account. See our Privacy Notice at kinos.my/privacy.

Delete your KINOS account

This section explains how to delete your account in the KINOS app, published by KINOS SDN. BHD.

In the app

1. Open KINOS and go to Me → Settings → Delete account.
2. Read what will be deleted, then confirm.

Without the app
Email [email protected] from the email address on your account, with the subject "Delete my KINOS account". We will confirm it's you, then delete the account and tell you when it's done.

Before you delete

• Export first if you want to keep your memories. Once your account is deleted, we cannot get them back.
• Cancel any Apple or Google subscription first. Deleting your account does not stop App Store or Google Play billing. A subscription bought on our website is cancelled when your account is deleted.
• If you own a family book, deleting your account deletes that book and everything in it, including what family members added.

What we delete
Your account and profile, your books, photos, videos, notes and milestones, the photos, videos and notes you added to other families' books, and your family invitations.

What we keep, and for how long

• Deleted from our live systems within [30] days, and from backups within a further [35] days.
• Payment and tax records: 7 years, because the law requires it.
• A record of the consents you gave. It does not include your photos or notes.
• Our service providers delete crash reports and usage logs within [X] months.
• Clinics and merchants keep their own records of the services they provided to you.

Report a safety concern

If you see content in KINOS that puts a child at risk, email [email protected] with "Safety" in the subject. We act on these first.

If a clinic sent an image to the wrong book, email us and we will remove it.

Company details

KINOS SDN. BHD. (Company No. [SSM NO.])
[REGISTERED ADDRESS]
Email: [email protected]