Kind Caller Frequently Asked Questions (FAQs)

Last updated: 02/07/2025

Welcome to our FAQ page! Here, we've answered some of the most common questions about our services to help make your experience with Kind Caller as easy and clear as possible. If you can't find the information you're looking for, if you have joined us, please feel free to contact us. We’re always happy to help!

1. About Kind Caller

What type of service does Kind Caller provide?

Kind Caller is a non-clinical wellbeing service. Our programmes support self-kindness, mindfulness, and reflection, but are not a substitute for therapy, counselling, or crisis support. Participation is voluntary and not a replacement for professional mental health care.

Our accredited mindfulness facilitators guide you through programme aimed at cultivating self-kindness, mindfulness, and emotional balance.

For more details, please read our full Programme & Services Disclaimer.

2. Getting Started

Who can access the service?

Kind Caller services are available to anyone aged 18 or older. If you are under 18, we encourage you to seek support from other services designed for younger individuals, such as licensed mental health professionals or youth support organisations.

How do I get started with Kind Caller?

Getting started is simple! We recommend you visit our homepage and complete the walkthrough. You may also be interested in joining our 3 Day Free Trial. where you No credit card is required, and you won’t be charged during the trial. Afterward, if you decide to continue, you'll be invited to join the Basic Plan and First Steps Foundations.

3. Service Details

Do I need special equipment to use Kind Caller?

No special equipment is required. You can access Kind Caller’s services with a phone, tablet, or computer that has an internet connection. A webcam is recommended for video calls, but it is not necessary for phone calls.

Can I change my subscription plan or pause it?

Yes! You can change or pause your subscription at any time by logging into your account and updating your settings. If you need help, feel free to reach out to us, and we’ll assist you in making changes to your plan.

Is Kind Caller available internationally?

Kind Caller services are only available to individuals based in New Zealand. While the programmes are accessible online, participation is restricted to New Zealand residents.

4. Subscriptions & Payments

How much does a subscription cost?

Our subscription plans range from $15 per week to $89 per week, billed monthly. We offer various plans to suit your needs, and you can explore them during the sign-up process. We strive to keep our services affordable and accessible while providing high-quality wellbeing support.

How does the 3-day free trial work?

The 3-Day Free Trial allows you to explore Kind Caller's services without any cost. During the trial, you'll receive calls from one of our wellbeing communicators, who will guide you through self-kindness practices and mindfulness exercises. If you decide to continue after the trial, you’ll be prompted to choose a subscription plan, and payment will be processed after the trial period ends.

Do you offer refunds?

We offer a 3-Day Free Trial to help you decide if Kind Caller is right for you. Once you subscribe, we do not offer refunds for unused portions of the current billing cycle. However, if you cancel before the next billing cycle begins, no further charges will apply. You will still have access to your subscription until the end of your current billing cycle.

How do I cancel my subscription?

You can cancel your subscription at any time via your Account Settings on our website. Alternatively, you can reach out to a Kind Caller facilitator who will assist you in cancelling your subscription and ensuring your account is updated.

5. Ethics & Safety

1. Non-Clinical Nature of Kind Caller’s Services

These questions clarify the non-clinical nature of the service and its limitations.

• Is Kind Caller a Non-Clinical Service?
  Yes. Kind Caller is a non-clinical wellbeing service. Our programmes support self-kindness, mindfulness, and reflection, but are not a substitute for therapy, counselling, or crisis support. Participation is voluntary and not a replacement for professional mental health care.

• Are Kind Caller services suitable for everyone?
  Kind Caller services are available to individuals who are stable and not currently experiencing a crisis. Participation is voluntary and intended for those who are looking for self-kindness programme support, but is not suitable as a substitute for crisis care or therapy. If you're in urgent need of crisis support, please contact a healthcare professional or helpline such as 1737 or Lifeline NZ (0800 543 354).

• Does Kind Caller have a Crisis Protocol?
  Yes. Kind Caller’s services are intended for individuals who are stable and not currently experiencing a crisis. If you’re in urgent need of crisis support, please reach out to a licensed healthcare provider or contact a helpline like 1737 or Lifeline NZ (0800 543 354).

• Does Kind Caller avoid Diagnosis or Medical Care?
  Yes. Kind Caller does not diagnose, treat, or provide medical or psychological care. Our services are intended to complement, but not replace, professional therapy or medical treatment.

2. Availability and Accreditation

These questions focus on the accessibility and credentials of Kind Caller’s service.

• Are Kind Caller Services only available in New Zealand?
  Yes. Our services are available only to individuals based in New Zealand. We currently do not offer our programmes to individuals outside of New Zealand.

• Is Kind Caller Accredited Mindfulness Facilitators?
  Yes. Our accredited mindfulness facilitators provide guidance on mindfulness and self-kindness practices. They are not licensed therapists or medical providers and do not offer clinical or therapeutic support.

• Is Kind Caller affiliated with any other mindfulness programmes?
  No. Kind Caller is not affiliated with the Mindful Self-Compassion (MSC) or Mindfulness-Based Stress Reduction (MBSR) programmes. While our services are informed by the core teachings of these mindfulness practices, we operate as an independent service provider. We integrate elements of these approaches into our own unique mindfulness and wellbeing services for New Zealanders.

3. Risks and Emotional Wellbeing

These address potential emotional responses and distress during sessions.

• Are there any risks involved in participating in Kind Caller programmes?
  As with any mindfulness practice, participating in Kind Caller’s programmes may evoke emotional responses. While our services are non-clinical, if you feel discomfort or distress during any practice, we encourage you to reach out to a licensed therapist or healthcare provider. Kind Caller is designed to be a supportive service, not a substitute for mental health treatment.

• What happens if I experience emotional distress during a session?
  If you experience emotional distress during a session, please notify your facilitator immediately. They can guide you through grounding techniques and help you feel supported. If you are in crisis or need urgent support, we encourage you to seek assistance from a licensed mental health professional or a helpline like 1737 or Lifeline NZ (0800 543 354).

4. Privacy, Data Protection & Ethics

This section clarifies how privacy is handled and the ethical guidelines Kind Caller follows.

• How does Kind Caller ensure privacy and data protection?
  Your privacy and security are very important to us. We protect your personal information in accordance with New Zealand's Privacy Act 2020. We never share your data with third parties unless required by law. For more details on how we protect your privacy, please read our Privacy Policy.

• What is Kind Callers Ethical Commitment?
  We are committed to working with integrity and in alignment with ethical guidelines. This includes being transparent about the nature of our services, maintaining confidentiality, and treating all participants with respect and care.

5. Intellectual Property

This section covers the ownership and use of Kind Caller’s materials.

• Intellectual Property
  All content used in our programmes, including audio, video, written materials, and guided practices, is the intellectual property of Kind Caller. Please do not copy, reproduce, or share any content without prior permission. For more information, refer to our Intellectual Property Statement.

6. Engagement

Our work is gently informed by Māori values, especially kaitiakitanga, the principle of guardianship and care for people and the environment. This connection relates to our background in iwi environmental management, where the relationship between wellbeing and the natural world is central. While we draw on Te Whare Tapa Whā and acknowledge the strength of Māori approaches to wellbeing, we don’t position ourselves as experts in mātauranga Māori. Instead, our approach is to engage openly and respectfully on anything that may be helpful to Māori communities. That could mean exploring how our self-kindness programmes and practices might support hauora or shaping resources to feel more relevant and accessible through the creation of a Māori pathway through Kind Caller. We are aware Māori perspectives are diverse and vary across iwi and hapū, so we stay open, curious, and grounded in relationship. We’re here to listen, learn, and walk alongside, not to lead.