Terms and Conditions

Kisi is a cloud-based physical access control system. It allows physical access to be managed on the Kisi web admin dashboard and keys to be issued to end users via their personal Kisi user account. Users will be able to access a physical space using any 4G or WiFi-enabled mobile device once they download the Kisi mobile app.There are a number of considerations for Kisi to work in your space. As a client of Kisi Inc., you will need to review these considerations and ensure all are met before Kisi can work effectively in your space. By subscribing to our system, you are agreeing to the terms and conditions set out here detailing the responsibilities of both client and Kisi Inc. for the system to work.

1. Client’s Responsibilities

Network Settings: the Kisi controller must be connected to the Internet Service Provider via an ethernet cable. [1] It will also have to be connected to an office WiFi as a backup option. You will be responsible for configuring the network settings in your space to work with your Kisi controller prior to the installation.

1st point of contact: you must designate one person in your organization to be the Kisi master administrator [2] for your system, which should either be yourself or another person from the same organization. The master administrator will be Kisi Inc.’s 1st point of contact during the Kisi setup as well as the installation process and will need to be familiar with the client’s responsibilities listed in this document.

IT specialist: if you have an in-house IT specialist for your space, you need to list him or her down as a 2nd point of contact during the signup process. This will allow Kisi Inc. to reach out to your IT specialist if there are any network-related issues on the Kisi system.

Kisi mobile app: the Kisi mobile app is supported on iOS 8 and above for Apple devices, and Android OS 5 and above for Android devices. Users without the aforementioned specifications will not be guaranteed optimal Kisi performance, if any. Instead, they can be issued a unique Kisi URL link by the master administrator for access into the space.

Electronic locks: you need to have electronic locks installed on your door(s) in order for Kisi to work. If you do not have these installed for your door(s), Kisi Inc. will coordinate with an installer to have the necessary parts installed. The cost of this installation is included in your Kisi quote during the sales process.

Door fixes: neither Kisi Inc. nor the installer would be liable for any existing issues or imperfections on your door(s) prior to the installation of the electronic locks. Either Kisi Inc. or installer may recommend the necessary fixes to be made for your door(s), and you will be responsible for arranging the recommended fixes as well as the affiliated costs.

Changes in network settings: if there are any changes in the office network settings that results in the Kisi system being disconnected from the network, you will be responsible for re-connecting the Kisi controller with your network. You can reach out to the Kisi Inc. support staff for instructions on how to perform this step, or find it among our various support articles.

2. Kisi Inc. Installation

Kisi Inc. Installation (USA only): For all installations coordinated by Kisi Inc., it will require an average of 10 to 20 business days to complete the job, depending on the location of your space. Kisi Inc. will help coordinate installations and inform you of the estimated timeline of your Kisi installation during the sales process, should the customer request it. The installer will liaise with the designated Kisi customer contact to schedule a date and time for the site visit and the actual installation.

Electronic locks: for a Kisi Inc. installation that an requires electronic lock(s) to be installed, Kisi Inc. will help in coordinating with the installer to specify the materials and labor for the job. Kisi Inc. or the installer may need to reach out to the Kisi customer contact to gather information on the space during the period of the install.

Installation on a door with an existing physical access control system: no additional electronic locks needs to be installed for your space. Kisi Inc. can help coordinate with the installer, should the customer request it, to have the Kisi system wired to work alongside your existing physical access control system without disrupting its utility.

Kisi does not have its own installers. Installer recommendations are based on location and favorable reviews from past work. The customer enters into a contract solely with the installer for their work. Kisi does not guarantee the work of any installers procured from Kisi recommendations, nor does Kisi bear any obligation to costs incurred from installations.

3. Hardware Warranty

All Kisi hardware is guaranteed by a 5-year warranty as long as there is an active license. These include: the Kisi Controller Pro and the Kisi Reader Pro.

The Kisi hardware warranty does not extend to any non-Kisi proprietary equipment or end of life equipment. These would include the door locks, components on the door locks, and/or any other physical access control system working on the same doors as the Kisi system. Non-Kisi proprietary equipment would be subjected to the warranty terms and conditions of the manufacturer.

Kisi will not be liable for malfunctions on the Kisi hardware once the warranty expires. You will need to purchase new Kisi hardware if you need a replacement on any part of your Kisi system. You will also be liable for any installation costs associated with replacing your existing hardware with a new one.

In the event that a new version of the Kisi hardware is released by Kisi Inc., it will be made available to the client for purchase. The Kisi 5-year warranty does not extend to devices that have been de-commissioned or devices that have reached their end-of-life. Kisi will be required to send notification of any intention to de-commission any Kisi hardware.

Your Kisi software license does not entitle you to a free upgrade of Kisi hardware."

4. Self-Installations (USA only)

Locating an installer: for all self-installations, you are responsible for contracting your own installer to wire various components of the Kisi hardware and install electronic locks on your door(s), if any. Kisi may be able to recommend an installer in your area, but it would be your responsibility to contact and arrange for the installation to be completed.

Cost of self-installation: you will be directly charged for the installation by your installer. This will include any material and labor cost affiliated with installing the electronic lock(s) and Kisi hardware.

Opting out of a self-installation: should you opt out of a self-installation after purchasing the Kisi system, you can reach out to Kisi Inc. to have the installation coordinated on your behalf. If you were quoted for a Kisi Inc. installation prior to your purchase of the Kisi system, you will be assumed to have accepted the price on the quote, if the scope of work is still applicable. It will tentatively take 10 - 20 business days for Kisi Inc. to complete the installation. This will begin from the day you inform Kisi Inc. on your decision to opt out of the self-installation.

5. Self-Installations (International)

Locating an installer: for all international self-installations, you are responsible for contracting your own installer to wire various components of the Kisi hardware and install electronic locks on your door(s), if any. You have the option of requesting Kisi Inc. to recommend an installer in your area, but it would be your responsibility to contact and arrange for the installation to be completed.

Cost of self-installation: you will be directly charged for the installation by your installer. This will include any material and labor cost affiliated with installing the electronic lock(s) and Kisi hardware.

Opting out of a self-installation: Kisi Inc. does not coordinate any installations for international clients. You do not have the option of opting out of a self-installation and handing it over to Kisi Inc.

6. Kisi Fixes

If there is a disruption in services on your Kisi system, Kisi Inc. will perform a preliminary evaluation to identify the root causes of the disruption.

Depending on the nature of the disruption, Kisi Inc. may appoint an IT specialist or a hardware installer for the fix.

Should the disruption be caused by a hardware issue, Kisi Inc. will be responsible for coordinating with an installer for a fix at your space.

Kisi Inc. will only be liable for the cost of the fix if the root cause is traced back to a malfunction on the Kisi hardware. Kisi Inc. will not be liable for the cost of the fix if the root cause is traced back to:

  1. an existing issue in your space prior to the installation, or
  2. any modifications made without the approval of Kisi Inc. on the Kisi system.

If your installation was coordinated by Kisi Inc., Kisi Inc. will be liable for any issues that arose as a consequence of the installation process.

If you coordinated a self-installation, Kisi Inc. will not be liable for any issues that resulted from the installation process.

7. Invoice from Kisi Inc.

Charges for hardware: you will be charged for the hardware within 7 days of shipment. Once charged, your Kisi hardware will be subject to the warranty and refund policy spelt out in this document. This charge will be processed separately from the installation and software license charges and does not take into consideration which stage of the installation you are in at the point of the charge.

Charges for Kisi Inc. installation: you will be charged for a Kisi Inc. installation within five business days after the Kisi system is fully operational in your space. A system is considered fully operational once all access points are Kisi-enabled from the Kisi mobile app. [4] This charge will be processed separately from the hardware and software license charges.

Charges on software license: you will be charged for your Kisi subscription 30 days after the purchase of your Kisi system. The charges will correspond with the number of users you are allowed to manage based on your software license plan. This charge will be processed separately from the hardware and installation charges. Any request to delay the subscription charges further than the period stated herein will be made on the discretion of Kisi Inc.

Upgrades of software license: your subscription will be upgraded to the next software license plan once you exceed the number of users in your Kisi system based on your initial software license plan. Kisi Inc. reserves the right to upgrade your software license without prior notice.

For EU customers no VAT has been registered.

8. Subscription

Your Kisi subscription will run on (day of sale) of each month going forward and will be charged to the credit card on file.

Kisi offers a 30-Day Free Trial. If for any reason Kisi does not fit your needs, please contact support@getkisi.com to cancel your subscription and request to return your Kisi hardware within 30 days of the date of delivery for a full refund (minus shipping charges).

Once the 30-Day Free Trial period expires, Kisi will not issue refunds for any Kisi hardware equipment. If any Kisi hardware equipment malfunctions after the 30-Day Free Trial period, Kisi will replace any devices which Kisi Support determines to be defective, free of charge. [5]

Kisi does not issue refunds for subscription fees charged after the 30-Day Trial period. Any subscription payment disputes will be issued as credits for any time Kisi was deemed to be inoperable due to a Kisi related malfunction.

Kisi will only issue credits for subscription charges related to non usage of the Kisi system. i.e. - If after purchasing Kisi, your Kisi system installation was delayed for 3 months after the date of delivery, Kisi will only issue credits for the time before the first unlock was made.

Kisi reserves the right to terminate Kisi usage for any past-due subscription fees that are unpaid for 60 days or more.

9. Account Credit Policy

If you experience a disruption in service after the first 30 days of using Kisi in your space and if such a disruption is attributed to either a hardware or software issue on the system, you may file a claim for credit to be applied to your account at support@getkisi.com. Kisi Inc. will investigate the cause of the disruption and determine the attributing factor(s) of the disruption. The validity of claims put forward for a credit applied to your Kisi account will be decided upon by Kisi Inc.

For any Kisi hardware, you can only request a full refund within 30 days of receiving the shipment, subject to any other arrangements brokered between you and your sales agent. All components of the hardware must be returned and inspected by Kisi Inc. before the refund can take effect. Kisi Inc. will not accept any request for refunds on the Kisi hardware after 30 days from arrival shipment.

10. Cancellation Policy

If you decide to cancel your subscription of Kisi services, please inform Kisi Inc. as soon as possible. Any subscriptions fees already charged before the cancellation date will not be refunded to you. If receipt date of your Kisi hardware shipment is more than 30 days from day of cancellation, the hardware is nonrefundable.

11. Privacy Policy

Kisi Inc. is committed to protecting your privacy. Any information you supply to Kisi Inc. will be kept confidential and will not be used for any marketing or other business purposes without explicit consent from you.

By becoming a customer of Kisi you allow Kisi to display your company logo as reference customer unless otherwise noted.

Kisi Inc. will not sell, rent, loan, trade, or lease any information collected by the Kisi system, including email lists, to other organizations.

As between Kisi and you, you own and are solely responsible for Customer Data. You agree that Kisi has no responsibility or liability for Customer Data, including any liability for not storing such data. In addition, you are solely responsible for securing any required consents from end users granting you permission to access and use Customer Data with respect to each end user, including, if applicable, users' personal data, as defined by applicable privacy and data protection laws ("personal data"). Kisi will not be responsible or liable for any loss or security breach with respect to Customer Data. By using the Services, you agree that you will maintain industry-standard administrative, physical and technical safeguards to ensure the privacy, confidentiality and integrity of Customer Data, and will comply with all applicable privacy and data security laws and regulations. You will also provide and adhere to a privacy policy for Customer Application(s) that describes to end users of Customer Application(s) what user information you collect (such as, personal data and Customer Device usage data) and how you use and share such information. Kisi may collect usage statistics and other data from the Services in accordance with its Privacy Policy.

Privacy: Electronic Communications

When you register for the Services, send us e-mails or provide your information to us via the Site, you are communicating with us electronically, and thus you are consenting to receive communications from us electronically or by other means available. Please review our Privacy Policy to understand our practices regarding the collection and use of information. The Privacy Policy is expressly incorporated into this Agreement.


Customer Intellectual Property

You own all right, title and interest in and to Customer Data, the Firmware and Agents created by you, and all related Intellectual Property Rights. With respect to Customer Data or other materials you pass through the Services, you represent and warrant that you own all right, title and interest in and to such data, including, without limitation, all copyrights and rights of publicity contained therein and that you have all required rights to post or transmit such content or other materials without violation of any third-party rights.

***We will continue to develop the terms and conditions as Kisi Inc. grows and develops.

Kisi reserves the right to change these terms and conditions at any time. Written notification will be given upon changes.

For further information please contact:

Kisi Inc.

45 Main Street

Brooklyn, NY 11201

Phone: 646-663-4880

Email: support@getkisi.com

Terms and conditions updated May 23rd 2018.

[1] The ethernet connection only applies to the Kisi Pro 8.0 controller.

[2] The master administrator is in control of an entire space including users, groups and locks.

[3] Exceptions to the hardware warranty: the warranty is not extended to the CR2477 3V lithium cell battery inside of the battery-operated wireless reader. The client is responsible for changing the battery every 4 to 6 months, depending on usage.

[4] In a situation when an access point is Kisi-enabled from the mobile app BUT not operational with a Kisi Reader, this is considered a potential malfunction on the Kisi Reader hardware. This will not be considered an instance of incomplete installation. Kisi Inc. will investigate and (if necessary) replace the Reader as necessary.

[5] This excludes any devices deemed to be damaged by any party other than Kisi.