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DRAFT: pending attorney review Version e911-draft-0.1

Emergency Notice — KindlyKeep Is Not for Emergencies

DRAFT — for attorney review. Not legal advice. Version: e911-draft-0.1

Plain-English summary

If there's an emergency, hang up and dial 911. KindlyKeep screens incoming calls. It isn't a phone company and doesn't connect 911 calls. It's not a medical alert, security or monitoring system. It can delay or miss a call. Don't depend on it to reach you in an emergency.

1. Notice text (use in app footer, sign-up, Terms, helpline greeting, emergency-info screen)

KindlyKeep is not for emergencies. It does not provide 911 or other emergency calling, and it is not a medical alert or monitoring service. In an emergency, hang up and call 911 from your phone. Your phone carrier — not KindlyKeep — connects 911 calls. Calls forwarded through KindlyKeep may be delayed, screened, or missed. Don't rely on KindlyKeep for time-sensitive or safety-critical calls. Our phone-based assistant may not recognize an emergency.

2. Design rules (builder; MF-7)

  1. Never answer or screen outbound 911 calls — KindlyKeep touches incoming calls only; your phone still dials 911 directly.
  2. Call-back after 911: Public safety (PSAP) call-backs and emergency numbers must ring through — do not screen, do not block. Maintain an allow-list of PSAP/911 call-back patterns, hospitals/health numbers the customer adds, and a "ring-through" setting for [family/caregiver numbers] (FCC 47 CFR 64.1200(k)(5)–(6): no blocking of 911 calls, reasonable efforts not to block PSAP calls).
  3. Fail open: if our service is down or slow, calls go to the customer's phone (or carrier voicemail), never into a dead end. Monitor with alerts.
  4. "Emergency" keyword: if a caller says "emergency / hospital / police / accident," ring through to the customer immediately and text them "Possible urgent call from {number}."
  5. Customers are told in sign-up to keep their carrier's conditional call forwarding setting in mind: "No answer" forwarding can add ring delay.
  6. Do not advertise "never miss an important call".
  7. Twilio's 911 addendum: Twilio numbers can't be used for 911 unless configured; we don't offer calling from our numbers (lawyer: confirm customers can't dial out from our numbers). The helpline is not an emergency line.

3. Placement

See disclaimer-placement.md: footer of all pages, sign-up (checkbox sentence), Terms §12, greeting §1, helpline §4, emergency-info screen, onboarding step "Test your 911".