1.         About this policy

This fair usage policy sets out the permitted usage levels for the Alarm and Monitoring Services

(“Services”) provided on a business-to-consumer basis by companies within the Appello Group (“Appello”, “the Group”, “we”, “us”, “our”). It forms part of our customers’ contracts with us and should be read in conjunction with our Terms and Conditions.

We price our Services based on what we reasonably expect to be typical customer use. Excessive use by a small number of customers can impair the reliability and responsiveness of the service we offer. This policy ensures that all customers benefit from a consistent level of service.

By using our Services, our customers agree to comply with this Policy. Customers with any questions about the policy should contact us using the details in their Terms and Conditions.

2.         Proper use of equipment and SIMs

This policy operates alongside our customer Terms and Conditions, including those that prohibit any misuse of the equipment or embedded SIM cards. For the avoidance of doubt, you must not:

•        Use any SIM card provided as part of the Services in any device other than the one supplied by us;

•        Use any such SIM for general mobile, data, tethering or streaming purposes;

•        Attempt to bypass any technical limits imposed on the SIM or device.

Unauthorised use may result in suspension or termination of the Services and you may be liable for any associated charges.

3.         Fair use parameters

We define “fair use” as no more than 10 activations per calendar month per Alarm Unit. 

An “activation” means a triggering of the alarm or any other equipment connected to our monitoring platform.

Where use consistently exceeds this level, we may make contact with you in accordance with section 4 to understand the reasons and consider whether any additional support or alternative arrangements may be appropriate. Exceeding this level does not by itself give rise to a charge; charges apply only in the circumstances described in section 4.

4.         Excessive use

We define “excessive use” as 50 or more activations within a calendar month.

If usage exceeds this threshold, we may:

a)       Notify the customer and offer assistance where appropriate; and

b)       Apply a usage-based charge as follows:

•      £10 for 50 to 99 activations in a calendar month;

•      £20 for 100 or more activations in a calendar month

These charges reflect a contribution towards the increased cost to us of processing high volumes of alarm traffic. They are reviewed periodically to ensure they remain reasonable and costreflective. Where activation volumes are exceptionally high, we may contact you to discuss the position before applying any charge, in accordance with section 6.

5.         Notification and charging

We will notify you before applying any charges. Charges will be applied in accordance with our customer Terms and Conditions using the payment method on your account.

6.         Identifying and Supporting Frequent Callers

We acknowledge that frequent callers can indicate concerns with equipment suitability, insufficient care support or wider safeguarding concerns. With any identified frequent callers, the following will be considered where suitable:

•          Caring Calls for regular welfare checks or medication reminders;

•          Alternative or more suitable equipment offerings that may support needs more appropriately; 

•          Dialogue with family or supporting network signposting relevant care agencies or appropriate services ensuring sufficient care is provided where reliance on telecare services is not sufficient. 

It is the responsibility of agents to identify and signpost concerns to customer care team who will conduct a review of suitability of products and suggest alternatives that can ensure fair and suitable usage. 

Key indicators ARC agents will look to identify concerns:

•          Repeated activations (Over 10 in a month);

•          Reason for calls made;

•          Time calls are made;

•          Safeguarding risks or concerns; 

•          Statements from the user. 

If any of the above are noticed, this will be flagged to management who will arrange for a callback with a representative to complete a review on suitability of current equipment. 

7.         Changes to this policy

We may update this policy periodically. Any update that would impose a material new charge, materially increase an existing charge, or otherwise materially worsen your position will be made only in accordance with clause 14 of our Terms and Conditions, including the applicable notice requirements and your right to end the Contract before a materially adverse change takes effect. 

Updates that do not materially worsen your position may take effect on the date stated in the notice we give you.

Updated - 01/05/2026