Terms and Conditions

The Terms and Conditions laid out below will form a contract between Careline365 and you - please make sure you read them carefully before you agree to them.

While you may know us as Careline365, our official registered company name is Careline365 Ltd, which will appear on your contract and any related documents.

If there is anything below that you don’t understand, we will be happy to explain it to you - please contact us on:

Email: info@careline.co.uk
Telephone: 0800 101 3333

Your authority to enter into the contract

It is very important that you have the legal authority to enter into the below contract. Please ensure you understand which of the following applies in your case:

You are the person who will be using the alarm – all you need to ensure is that you understand your obligations under the contract.

You are entering into the agreement on behalf of someone else – you must have the legal authority to do so, either because you are acting as the agent of the person who will be using the alarm, or because you are making a decision where they lack the mental capacity to make that decision themselves. This would include where you are using a Power of Attorney.

You are entering into the agreement in your own right but someone else will be using the alarm – you must ensure that the person who will use the alarm has agreed to your entering into the agreement and that they do anything that is required for you to fulfil your contractual obligations.

If you are not sure which situation applies to you, please contact us for advice.

Your key rights

This section summarises some of your key rights. It is for your information only and is not intended to form part of, or to replace, the full Terms and Conditions laid out below.

By law, the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 say that we must give you certain key information before a legally binding contract between you and us is made (see below). We must give you this information in a clear and understandable way.

The same Regulations also say that, in most cases, you can get a full refund if you change your mind at any time up to fourteen days after entering into a contract with us (or receiving goods from us, as applicable). However, we extend this cancellation period to 30 days as an additional benefit.

The Consumer Rights Act 2015 says goods must be as described, fit for purpose and of satisfactory quality.

The Digital Markets, Competition and Consumers Act 2024 (which has effect from April 2026) prohibits unfair commercial practices, such as fake consumer reviews and drip pricing of unavoidable fees. It also introduces new protections for consumers in relation to subscription and saving scheme contracts, including requirements for traders to provide certain pre-contract information and reminder notices.

During the expected lifespan of your product, you’re entitled to the following:

Up to 30 days: if your goods are faulty, then you can get a refund;

Up to six months: if your goods can’t be repaired or replaced, then in most cases you’re entitled to a full refund;

Up to six years: if the goods do not last a reasonable length of time, you may be entitled to some money back.

In most cases, we go above and beyond these legal requirements. If you purchase an Alarm and Monitoring Package from us, the equipment is loaned to you as part of the service we provide. Should the equipment develop a fault, it will be replaced free of charge for as long as you are subscribed to our service.

Important clauses to be aware of

We want you to pay particular attention to the following clauses in the full contract below. This section is for your information only and is not intended to form part of, or to replace, the full Terms and Conditions laid out below.

Because of the way they are necessarily designed, devices we provide can sometimes fail to detect events such as falls or the presence of smoke or may falsely detect events that have not occurred. This does not mean that the device is faulty, however – see clause 9.

You may be liable for the cost of replacement of lost or damaged equipment – see clause 11.1.

If you do not report within 72 hours that your alarm or other device has been lost or stolen within 72 hours, you may be liable for charges incurred – see clause 11.2.

Our devices are only for use in the UK – they will not work outside the UK and you may be liable for any charges incurred if you do try to use the device outside the UK – see clause 12.

If a device that we provide to you uses a SIM we will not liable for any failure of that device resulting from weak or poor quality local network signal – see clause 12.1.

If you choose a monthly subscription, you must keep the service for a minimum of three months. This is because we incur certain upfront costs in setting up your service and providing your equipment, which are not separately charged. After the first three months, you can cancel at any time with 30 days’ notice. See clause 13.3.

Your subscription to an Alarm and Monitoring Package will automatically renew unless you give us notice to cancel – see clause 13.6.

We will do our best to respond to 97.5% of alarm activations within one minute, but we cannot guarantee that we will always be able to do so – see clause 15.4.

Occasional service downtime for maintenance or upgrades – From time to time, our services may be temporarily unavailable due to essential maintenance or software/firmware updates. See clause 15.5.

You must inform us if there is a change to your telephone supplier or new services added to your line such as call barring, caller ID or digital voice telephony (VoIP). If you don’t, the service could fail - see clause 17.4.

Terms and Conditions

These Terms and Conditions form our Contract with you and set out our respective legal rights and responsibilities, and certain other key pieces of information required by law.

In these terms and conditions:

‘We’, ‘us’ or ‘our’ means Careline365 Ltd a company registered in England and Wales under company number 09614529, with its registered office at Oregon House, 19 Queensway, New Milton, England, BH25 5NN. Our VAT number is 325 8313 10;

‘You’ or ‘your’ means the person purchasing our Equipment and/or Services that, along with us, is a party to this Contract, and that may or may not also be the Alarm User;

‘Agreement’, ‘Contract’ means the contract formed between you and us, as laid out in these Terms and Conditions;

‘Alarm’ means any personal alarm system, including but not limited to pendants, sensors, watches and base units (or any combination of these) provided by us to the Alarm User;

‘Alarm and Monitoring Package’, ‘Package’ means a combined package of an Alarm and a Monitoring Service provided to you by us.

‘Alarm Response Team’ means the team which provides the Monitoring Service and receives notifications of any alerts raised by an Alarm. Depending on your location, the Alarm Response Team may be a company within the Appello Group other than Careline365 Ltd

‘Alarm User’ means the person for whom an Alarm and Monitoring Package is provided, whether that person is you or someone else;

‘Equipment’ means any goods supplied to you by us, including, but not limited to, an Alarm;

‘Monitoring Service’ means a 365-day, 24-hour service which is constantly and continuously open to receive alerts from any Alarm programmed to communicate with it;

‘New Customer Form’ means a standard form provided by us for completion by you, in digital or hard copy format, with all the information we need to process your order;

‘Services’ means any service provided by us and available for purchase by you, including but not limited to an Alarm and Monitoring Package and Welfare Checks.

‘Subscription period’ means the duration for which you have agreed to subscribe to our services, which can be monthly, quarterly, annually, or for a lifetime, depending on the plan you have selected.

‘Terms and Conditions’ means these terms which form the core part of the Contract between you and us, to which you and we are both bound.

‘Welfare Check’ means a Service provided by us and available for purchase by you which comprises scheduled telephone calls (or other defined methods of communication) to check on an individual’s welfare.

Introduction

If you buy Services or Equipment from us or you have started using the Services prior to signing and returning this Contract to us, you agree to be legally bound by these Terms and Conditions.

This Contract is made in—and only provided in—English and no other language. If you need help to understand this Contract, you are responsible for sourcing your own translation.

Ordering goods and Services from us

You can place an order with us either through our website (careline.co.uk) or by calling us on 0800 101 3333. You may also initiate an order by filling out an order form in our information pack, or with help from your care provider.

When you place an order with us (either over the phone or at the end of the online checkout process), we will acknowledge it by email.

We may contact you to say that we do not accept your order. If we do this, it will typically be because:

We cannot authorise your payment; or

There has been a mistake on the pricing or description of the goods and/or Services.

Otherwise, your order will be accepted at the point it is placed, and when initial payment is received, at which point a legally binding Contract will be exist between you and us. You will then be required to accept these Terms and Conditions digitally, or, alternatively, in writing or verbally.

If you have purchased a Monitoring Service from us, unless otherwise agreed, we will activate your Monitoring Service upon receipt of your acceptance of the Terms and Conditions, along with your completed New Customer Form. Please note that we cannot activate your Monitoring Service without the completed New Customer Form.

Our fees

The fees applicable to your order will be clearly displayed to you during the purchase process, either on our website or as confirmed by our customer service team. These fees include any applicable set-up fees and ongoing subscription charges.

In accordance with clause 14, we may uplift our fees from time to time. Where we make any increase to your recurring fee, we will give you at least 30 days’ prior written notice and you may cancel the Contract during that period if you do not agree to the new price.

Right to cancel this Contract

You have the right to cancel this Contract within 14 days of placing your order, in line with the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. However, we extend this cancellation period to 30 days as an additional benefit.

The cancellation period will expire 30 days from the day you place your order. After 30 days, you will not be able to cancel this Contract (although you may end this Contract in accordance with clause 13) and no refunds will be provided.

To exercise your right to cancel this Contract, you must clearly inform us of your decision to cancel by telephoning our customer service team on 0800 101 3333. Alternatively, you may cancel this Contract by emailing our customer service team at info@careline.co.uk.

To meet the cancellation deadline, it is sufficient for you to communicate your exercise of the right to cancel by telephone before the cancellation period has expired.

If you request that we begin providing the Monitoring Service during the cancellation period, we may make a proportionate deduction from any refund to reflect the value of the service actually supplied up to the date you cancelled, in accordance with Regulation 36 of the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

If you cancel within the 14-day statutory period, we will cover the cost of returning the Equipment, provided you use the Freepost label we supply. If you cancel after 14 days but within 30 days, you will be responsible for the return costs.

If the Equipment has been used beyond what is necessary to assess its suitability, we may deduct an amount from your refund to reflect any reduction in value.

Effect of cancellation

Subject to clause 5.2, if you cancel this Contract within the cancellation period, we will reimburse any payments you have already made, except for any supplementary costs arising if you chose a type of delivery other than the free standard delivery offered by us.

We may make a deduction from any reimbursement to you only where permitted by law, namely:

a proportionate deduction for any services performed before you cancelled; and

if you have damaged or failed to return loaned Equipment, the replacement cost of that Equipment as set out in clause 5.6.

No deduction for ‘loss in value’ will be made where the Equipment remains our property and is returned in good condition.

We will make the reimbursement without undue delay, and not later than:

If Equipment was supplied to you:

14 days after the day we received back from you any Equipment supplied; or, if earlier

14 days after the day you provide evidence that you have returned the Equipment; or

If no Equipment was supplied to you, 14 days after the day on which we are informed about your decision to cancel this Contract.

Unless otherwise agreed, we will make the reimbursement using the same means of payment as you used for the initial transaction; in any event, you will not incur any fees because of the reimbursement.

If you have received Equipment before you cancel this Contract (or if the Equipment arrives with you after you have cancelled this Contract):

You shall return the Equipment to us without undue delay and in any event not later than 14 days from the day on which you communicate your cancellation of this Contract to us; and

You will have to bear the direct cost of returning the Equipment (although we can provide you with Freepost labels upon request).

You will be charged the replacement cost of any Equipment owned by us that you do not return in accordance with clause 5.5. You agree that we may deduct the replacement cost of any Equipment owned by us that you do not return in accordance with clause 5.5 from the amount of any reimbursement otherwise due to you in accordance with clause 5.1.

The cost of replacement of each piece of Equipment we provide is published on our website at careline.co.uk and updated from time to time. Where no reimbursement is due from which we may deduct the replacement cost, or if the replacement cost exceeds the reimbursement due, you agree that we may debit the replacement cost (or the balance outstanding after any reimbursement) from the account to which the card details provided at the point you entered into this Contract relates (or any other payment details provided to us by you). Such details will be retained by us only for so long as is necessary and for this purpose only in accordance with our privacy notice. Before applying any such charge, we will give you at least 7 days’ written notice of the amount to be taken and the reason for the charge. We will not take any payment without that prior notice. Should the Equipment be duly returned to us in the same condition as it was sent to you, we shall reimburse the replacement cost to you. Where applicable, we will confirm to you the supplementary costs for the replacement of any additional Equipment you receive from us.

Delivery of goods

6.1 We will aim to deliver your Equipment on the next working day after you place an order. If something happens which affects the estimated date of delivery, we will endeavour to provide you with a revised estimated date for delivery of the Equipment.

Unless we agree otherwise, if we cannot deliver your Equipment within 30 days for any reason, we will:

Let you know;

Cancel your order; and

Give you a refund.

If you do not wish us to cancel immediately, you may agree an additional period for delivery; if we fail to deliver within that additional period, you may then cancel and obtain a full refund.

If nobody is available to take delivery of the Equipment, the courier will leave a card or electronic notification giving instructions for re-delivery or collection. If you do not rearrange delivery or collection, we may contact you to agree alternative arrangements. Risk in the Equipment passes to you only when delivery is completed.

Payment for one-off orders for goods and Services

For one-off payments for goods and Services, we accept payment by: Visa, Mastercard and American Express (debit or credit card); Direct Debit; BACS; or Open Banking.

For the protection of your information, we will use an encrypted secure payment mechanism when processing your payments for Equipment or Services. However, as long as we are not negligent, we will not be responsible for any loss that you may suffer if a third party gains unauthorised access to information that you give to us unless that loss results from our negligence or a failure by us or our payment processor to comply with applicable data-protection or payment-security standards.

Your credit card or debit card will be charged at the point at which you place an order with us.

If your payment is not received by us and you have already received the Equipment, you must:

Pay for such Equipment within 14 days; or

Return the Equipment to us within 14 days.

Until we receive full payment, ownership of the Equipment will remain with us. If we arrange collection due to non-payment, risk in the Equipment will revert to us once it has been collected.

If you return Equipment to us in accordance with clause 7.4(b) above, you must not use the Equipment and, until you return it to us, you must:

Keep the Equipment in your possession; and

Take reasonable care of it (including ensuring that you follow any care instructions provided with the Equipment).

If you fail to return any Equipment in accordance with this clause 7, we may make arrangements to collect it from you and may charge you our reasonable direct costs of collection, after notifying you in advance.

Nothing in this clause affects your legal rights to cancel the Contract during the cancellation period under Clauses 4 and 5.

The price of the Equipment:

Is in pounds sterling (£)(GBP)

Includes VAT at the applicable rate; and

Includes free standard delivery.

No additional mandatory charges will apply beyond those displayed during the order process.

Payment for orders for an Alarm and Monitoring Package

If you order an Alarm and Monitoring Package, you accept the applicable set-up and subscription fees at the time you place your order. By placing your order and confirming payment, you acknowledge that you are entering into a subscription contract with recurring charges as described below, and that payment obligations will begin on the date we confirm your order. This does not affect your right to cancel under clause 4 within 30 days of placing your order.

For Alarm and Monitoring Package subscriptions, we accept payment by: Direct Debit; Visa, Mastercard and American Express (debit or credit card); BACS; or Open Banking.

Depending on the Alarm and Monitoring Package you order, you will have selected one of up to four subscription options: paid-monthly, paid-quarterly, paid-annually or the lifetime subscription.

Depending on the devices included in your Alarm and Monitoring Package, you may also be charged a non-refundable set-up fee. If you ask us to begin the Monitoring Service during the cancellation period, we may retain a proportionate amount of any set-up fee or service charges reflecting services actually provided up to the date of cancellation (see clause 4.5).

If you have chosen the paid-monthly plan:

Your monthly subscription fee will be due—or where a Direct Debit is in place, taken—in advance on the first day of the monthly subscription period to which the fee applies and the first day of each monthly subscription period thereafter.

Notwithstanding your right to cancel under clause 4, you will maintain your subscription for a minimum of three monthly subscription periods before you may exercise your right to end the contract under clause 13. This initial three-month term reflects the unrecoverable cost of configuring and supplying the Equipment on loan without an upfront charge and is not intended to lock you in beyond what is reasonably necessary.

You can set up a Direct Debit by calling us on 0800 101 3333 or online at careline.co.uk/account/login. Should there be no Direct Debit set up for the account, we will set up a continuous payment authority and apply to renew your monthly subscription using the payment details you provided at the time of placing your order with us (or any subsequent payment details you provide us). Most credit or debit card providers can transfer existing continuous payment authorities to any new or replacement card, though this is not always the case. If we are unable to renew your fees automatically, we will contact you approximately one month before the renewal date to inform you that a payment will need to be made by an alternative method.

If you have chosen the paid-quarterly plan:

Your quarterly subscription fee will be due—or where a Direct Debit is in place, taken—in advance on the first day of the quarterly subscription period to which the fee applies and the first day of each quarterly subscription period thereafter.

You can set up a Direct Debit by calling us on 0800 101 3333 or online at careline.co.uk/account/login. Should there be no Direct Debit set up for the account, we will set up a continuous payment authority and apply to renew your quarterly subscription using the payment details you provided at the time of placing your order with us (or any subsequent payment details you provide us). Most credit or debit card providers can transfer existing continuous payment authorities to any new or replacement card, though this is not always the case. If we are unable to renew your fees automatically, we will contact you approximately one month before the renewal date to inform you that a payment will need to be made by an alternative method.

If you have chosen the paid-annually plan:

Your annual subscription fee will be due—or where a Direct Debit is in place, taken—in advance on the first day of the annual subscription period to which the fee applies and the first day of each annual subscription period thereafter.

You can set up a Direct Debit by calling us on 0800 101 3333 or online at careline.co.uk/account/login. Should there be no Direct Debit set up for the account, we will set up a continuous payment authority and apply to renew your annual subscription using the payment details you provided at the time of placing your order with us (or any subsequent payment details you provide us). Most credit or debit card providers can transfer existing continuous payment authorities to any new or replacement card, though this is not always the case. If we are unable to renew your fees automatically, we will contact you approximately one month before the renewal date to inform you that a payment will need to be made by an alternative method.

If you have chosen the lifetime subscription, you will pay a single fee on or before the date the Package commences. No further subscription fees will be payable. If the Alarm User dies, or if we are unable to continue providing the service for reasons outside your control, you may either transfer the Package to another person (see clause 13.7) or request a fair refund reflecting the unused portion of the expected service, which we will calculate reasonably.

Whichever subscription you select, your subscription will continue indefinitely until terminated in accordance with clause 13. We will send you a renewal reminder at least 28 days before each renewal date, stating the renewal date, the amount payable and how to cancel. You may cancel renewal or end your subscription at any time in accordance with clause 13 by phone, email or via the same online method you used to sign up.

If you do not wish your subscription to renew automatically, you can turn off auto-renewal or cancel at any time before the renewal date by contacting us by phone or email, or via the same online method you used to sign up. If you prefer to keep your subscription but pay by an alternative method, please contact us before the renewal date to arrange this.

Paper copies of invoices and receipts for all payments are available upon request from our customer service team.

When you order an Alarm and Monitoring Package, unless otherwise specified at the time you enter into this Contract, you do not own the Alarm; it is on loan to you and remains our property and the price paid for your Package includes the loan of the Alarm to you. When your Contract ends, you must return the Equipment in accordance with clause 13.

Nothing in this clause affects your legal right to cancel the Contract during the cancellation period under clauses 4 and 5.

Nature of the goods and Services

The Consumer Rights Act 2015 gives you certain legal rights (also known as ‘statutory rights’), for example, that:

the goods are of satisfactory quality;

the goods are fit for purpose;

the goods match the description, sample or model;

The Services are carried out with reasonable skill and care.

We will provide you with goods and Services that comply with your legal rights. Nothing in this Agreement affects or limits your statutory rights under the Consumer Rights Act 2015.

Certain of the devices we may provide to you are designed to detect events such as falls or the presence of smoke or carbon monoxide. Other devices may include sensors that detect activity such as movement in your home, or when you get up or go to bed. These devices are intended to trigger an Alarm if you might need help. Because of the inherent limitations of this type of technology, occasional false alarms or missed detections may occur. This alone does not necessarily mean that the Equipment is faulty or unfit for purpose. However, if any Equipment does not perform with the level of safety, reliability or accuracy that a reasonable consumer would expect, you remain entitled to repair, replacement, or refund in accordance with your statutory rights. By using our Equipment, you acknowledge that such limitations exist and that the Equipment is intended to assist in promoting safety and independence, but cannot guarantee detection of every event or prevent all risks.

You understand and acknowledge that in some cases, we may set up the Equipment we provide to you using settings that depart from those recommended by the manufacturer. Where we do this, it is because we have considered that those settings are better suited to our customers’ needs and to the safe and effective delivery of our Service.

You understand and acknowledge that in accordance with our privacy notice (see clause 18), we do not access or monitor data from Equipment that we provide to you where doing so is not part of any Service we have agreed to provide to you. For example, if we have provided you with a watch which records your daily step count, we will not access that data unless we have a lawful reason to do so. If you need any clarification, refer to your account pack or contact us.

We are committed to being open about how our Equipment performs. We therefore publish available information about known failure rates for our devices from time to time on our website at careline.co.uk. You can review this information at any time.

You understand and agree that we will only be liable for injury, death, loss, or damage caused by our Equipment if it is shown that it is significantly less reliable than other similar product available on the market and that this directly caused the injury, death, loss or damage.

Nothing in this Agreement limits or excludes our responsibility for death or personal injury caused by our negligence or any other legal responsibility we cannot exclude – refer to clause 12.

Faulty goods

Nothing in this Agreement affects your legal rights under the Consumer Rights Act 2015, which require that goods must be as described, of satisfactory quality and fit for purpose.

If any Equipment we supply develops a fault, please contact us using the contact details at the top of this document so that we can help. You may request a repair or replacement, or, where repair or replacement is not possible or fails to resolve the issue, a price reduction or refund, in line with your statutory rights.

If you have ordered an Alarm and Monitoring Package, we will, while you remain subscribed to the Package, repair or replace free of charge any Equipment owned by us that develops a fault through normal use.

Nothing in this clause limits any remedy available to you under consumer law..

Damaged goods

If you have ordered an Alarm and Monitoring Package or any other goods or Equipment from us, you are responsible for the reasonable cost of replacing any Equipment belonging to us that is lost or damaged while in your care, except where the loss or damage results from fair wear and tear, electrical-storm damage, or a manufacturing fault.

If you discover that any Equipment has been lost or stolen, please notify us as soon as reasonably practicable and ideally within 72 hours of becoming aware, so that we can block any SIM card or deactivate the device. If you fail to notify us within a reasonable time without good reason, you may be responsible for any avoidable network or usage charges incurred after that period.

Replacement costs are published on our website careline.co.uk and updated from time to time. We will always inform you of the applicable replacement charge before taking any payment.

Limits on our responsibility to you

Except for any legal responsibility that we cannot exclude in law, we are not legally responsible for:

Death or personal injury, unless caused by our negligence, fraud or any other liability which cannot be excluded under UK consumer law;

Losses that:

Were not foreseeable to you and us when the Contract was formed;

Were not caused by any breach on our part;

Arise as a result of a national digital telephone upgrade which results in our being unable to provide the Services to you;

Are caused by faulty Equipment of which you or the Alarm User are aware but do not bring to our attention in a timely manner;

Are a result of electrical storm damage;

Are a result of your failure (or that of the Alarm User or anyone else using the Equipment) to use the Equipment in accordance with the instructions, including keeping any battery-powered devices suitably charged;

Are a result of a failure of mains power at the Alarm User’s premises;

Are a result of any mains-powered unit or device being disconnected at the Alarm User’s premises;

Are a result of your failure (or that of the Alarm User) to charge, or keep charged, the Equipment;

Are a result of the telephone connection not functioning correctly at either the Alarm User’s premises or any of our call centres;

Are a result of a weak or poor quality mobile network signal at the Alarm User’s premises;

Are a result of the broadband or ethernet connection not functioning correctly at the Alarm User’s premises;

Arise prior to delivery of the Equipment;

Arise following delivery of the Equipment but prior to the Monitoring Service being set up;

Arise following delivery but that result from a failure on your part to provide or update the Alarm User’s emergency contacts;

Arise because of the Global Positioning System (GPS), relevant mobile network coverage or any other satellite-based navigation system on which the Equipment is dependent, failing, or being faulty, for whatever reason;

Are a result of your use of the Alarm or Equipment outside of the UK contrary to clause 12.3;

Business losses; or

Losses to non-consumers.

To the fullest extent permitted by law, we shall not be liable for any indirect, incidental, or consequential losses (including, but not limited to, loss of profit, loss of data, loss of goodwill, or reputational damage) arising from the use of our Equipment or Services.

For the avoidance of doubt, it is not in our procedures to notify anyone of the existence of a Do Not Resuscitate (DNR/DNAR/DNACPR) order in respect of an Alarm User. The fact that we are made aware of the existence of such an order shall not constitute any obligation for us to notify any health professional, including members of the ambulance service, that such an order exists, and we will not be liable for any losses caused by the failure of a health professional to follow any such order.

For the avoidance of doubt, this is a UK service only, and any Equipment provided to you by us in accordance with this Contract must be connected in the UK only. Such Equipment must not be taken outside of the UK and we will only respond to alarms raised from within the UK.

Notwithstanding clause 12.3, should you take and use an Alarm, or any Equipment provided to you by us, outside of the UK, all charges, including but not limited to, roaming charges, international call charges and data usage charges, associated with or incurred as a result of the Alarm or Equipment having been taken outside of the UK by you contrary to clause 12.3, shall be passed to you and shall become your responsibility

Ending the Contract

We may end this Contract at any time for any reason by giving no less than one month’s notice to you in writing (including email).

If you have ordered an Alarm and Monitoring Package under any subscription other than the paid-monthly option, you may end this contract by giving us notice by telephone or by email, no later than 30 days before the end of your current subscription period.

If you have ordered an Alarm and Monitoring Package under a paid-monthly subscription, you may end this contract by giving us notice in writing (including email) or by telephone or by email, no later than 30 days before the end of the first three months of your subscription or 30 days before the end of each subscription period thereafter; for the avoidance of doubt, you may not end this contract before the end of three months.

For the avoidance of doubt, you will remain liable for all fees that are due for your Package during any period of notice until your Contract ends.

If you have chosen the lifetime subscription, you will not be entitled to any refund of part or all of your one-off subscription fee even if you cancel the Package before the end of the Alarm User’s life.

Your subscription to an Alarm and Monitoring Package will automatically renew unless you provide written notice to cancel in accordance with 13.2 to 13.5 above. We will send you a renewal reminder no less than 28 days before the renewal date, detailing the upcoming payment and your cancellation rights. If the subscription price is due to change upon renewal, we will include the new pricing in your renewal reminder, so that you can make an informed decision before the payment is taken. If you do not wish to renew, you must notify us before the renewal date; otherwise, payment will be taken automatically. If you do not cancel before the renewal date, your subscription will be renewed automatically, and you will be legally committed to the next billing period. You will not be entitled to a refund for any unused portion of the renewed subscription period.

If your Alarm and Monitoring Package has been ordered on an annual plan and you should no longer require the Package before the end of the current annual subscription period, you are entitled to transfer the service to a friend or family member free of charge by calling us on 0800 101 3333 to arrange this.

Either you or we may end this Contract immediately by giving notice to the other party, should the other party commit a material breach of this Contract (which shall include a failure by you to pay any sums due to us on the due date) which is incapable of remedy or, if capable of remedy, has not been remedied within 30 days of a written request to do so.

If this Contract is ended it will not affect our right to receive any money which you owe to us under this Contract.

If this Contract is ended in accordance with this clause 13:

you shall, without undue delay and in any event not later than 30 days from the day on which this Contract ends, return to us any Equipment loaned by us to you. The deadline is met if you send back the goods before the period of 30 days has expired; and

you will bear the direct cost of returning the Equipment (unless this Contract shall have been ended by us in accordance with clause 13.1 or ended by you in accordance with clause 13.2 or clause 13.3). We can provide you with a Freepost label on request.

You will be charged the replacement cost of any Equipment that you do not return in accordance with clause 13.9.

Nothing in this clause 13 affects your right to cancel this Contract under clauses 4 and 5 within 30 days of placing your order.

Changes to these terms and conditions

We may change these Terms and Conditions, including our charges, to reflect one or more of the following:

(a) changes in applicable law or regulation;

(b) changes required by any regulatory authority;

(d) improvements to our services, technology, or systems; or

(e) reasonable business needs, such as responding to market conditions or internal costs.

For material changes that may disadvantage you, we will give you at least 30 days’ advance written notice. You may cancel the contract during this notice period if you do not agree to the change.

For minor changes that do not adversely affect you, or where the changes are clearly to your benefit, we may make them immediately, and will inform you as soon as reasonably possible.

Your continued use of our services after the relevant change takes effect will indicate your acceptance of the new terms. This does not affect your statutory rights under consumer law.

How the Alarm and Monitoring Package Works

You agree that you will read all of the instructions and documentation supplied and will ensure that you fully understand how the Alarm or any other goods that have provided to you work. If you do not understand anything, please call our customer service line on 0800 101 3333.

You confirm that you will keep charged any device that we provide to you that requires charging, in accordance with the instructions for the device.

You confirm that you will test any Equipment we provide to you once a month or as otherwise directed by us.

The Alarm Response Team will endeavour, as per TEC Services Association (TSA) standards, to answer at least 97.5% of Alarm activations within 1 minute.

While we aim to provide continuous access to our Monitoring Service, you acknowledge that occasional downtime may be necessary to perform essential maintenance, including software or firmware updates to Equipment or systems. We will ensure that any such interruptions are as brief as reasonably possible. Where planned downtime is expected to last longer than a minimal interruption, we will notify you in advance using the contact details you have provided.

In the unlikely event that the Response Team is unable to operate for any reason, appropriate alternative arrangements will be put in place as quickly as possible, but there may be a short delay in dealing with calls. You understand that the Alarm User must have at least one named emergency contact who will be contacted by the Alarm Response Team should the need arise.

We use a Queue Management System which automatically answers alarm calls and uses an automated system to vet out calls that have been made by mistake or as a test. This system is designed and shown to improve the responsiveness and safety of the service. For the avoidance of doubt, where emergency help is needed or the reason for the alarm call is unclear, calls will always be routed to a human operator.

All calls to us or to the Alarm Response Team are audio recorded and may be used for training and quality purposes.

You understand that the purpose of the Alarm and Monitoring Package is to support the Alarm User at home and reduce the risks inherent in independent living, but that the Package cannot eliminate risks completely. Reasonable care will be taken to ensure that all alerts are handled appropriately.
The fee payable by you in respect of the Alarm and/or Monitoring Services is calculated on the assumption that the use of the Alarm will be within the fair use parameters as detailed in our Fair Usage Policy.

We shall monitor use of the Alarm and in any month where the use of the Alarm exceeds the limits set out in our Fair Usage Policy, we will notify you of this and endeavour to work with you to provide you with the assistance you may need.

If, following the notification in accordance with clause 15.9 above, use of the Alarm exceeds the limits set out in our Fair Usage Policy in any calendar month, we reserve the right to charge you the amount detailed in our Fair Usage Policy in respect of that month, to reflect the increase in charges incurred by us as a result of the excessive use. We shall advise you that we will be charging you this amount prior to applying it to your account with us.

We shall collect any charge due in accordance with clause 15.10 using the continuous payment authority set up at the point you placed your order with us or the payment details given to us at the point of order or subsequently provided to us.

Please note that the terms of our Fair Usage Policy and the charge payable may change from time to time, so we would recommend you check our Fair Usage Policy regularly to understand the provisions and charges that apply at any given time

Access to your home in an emergency

You agree to provide a means by which your chosen contacts and, if necessary, the emergency services can gain access to your property in an emergency where you are unable to answer the door for any reason, and to notify us if this information should change at any time.

Where a keysafe or other similar entry device is installed at the property, you give permission for our Alarm Response Team to pass the entry code to the emergency services if needed.

You acknowledge and agree that if the Alarm Response Team is unable to contact either you or any of your nominated key holders, it may call the emergency services to facilitate a forced entry and that in such instances, we will not be responsible or liable for the costs of re-securing or repairing your property after such an event.

You also agree to provide us with access to your home on reasonable notice for the purposes of installation, planned maintenance, repairs, and recovery of any Alarm or other goods we have supplied to you.

Your responsibilities

If you are not the Alarm User, you confirm that the Alarm User:

Has agreed to your entering into this Contract; and

Has agreed to all the necessary arrangements for the service and your fulfilment of your obligations under this Contract, including allowing the Equipment to be installed and used in their home and granting us consent to process their personal data (see clause 17); and

Will comply with any obligations that are necessary for you to fulfil your side of this Agreement.

If you are not the Alarm User, it is your responsibility to make sure the Alarm User is aware of and complies with such of your obligations under this Agreement as require their cooperation. If the Alarm User doesn’t cooperate or meet these requirements, you remain responsible for complying with this Agreement.

We will not be responsible for any problems or issues caused because the Alarm User has not agreed to or complied with their part of the arrangements.

If you have purchased an Alarm and Monitoring Package from us, you agree to:

Always keep the Alarm unit or any other mains-powered device provided by us to you plugged into a standard 13-amp electrical socket;

Always ensure that the Alarm unit is connected to a wired broadband or ethernet connection where one is available at the Alarm User’s premises. A SIM-based connection must only be used as the primary method of communication if no such wired connection is available. You must also ensure that the Alarm unit remains plugged into a telephone point or router, as applicable to the connection type supplied;

Always ensure that any component of the Alarm that runs on batteries is kept suitably charged;

Maintain an incoming and outgoing landline telephone service to the Alarm User’s home and be responsible for all associated telephone costs unless you have been supplied a base unit that connects via an IP or GSM signal;

Inform us if there is any change to the Alarm User’s landline telephone supplier or if the Alarm User has value-added telephone services applied to their landline telephone line (e.g. call barring, caller identification services) or digital voice telephony services (VoIP) – not doing so could result in the failure of the Service;

Only use any SIM card provided as part of the Equipment or Services in the specific device supplied and solely for the proper operation of that device. You must not remove such a SIM card, use it in another device, or use it for general mobile, data, tethering or streaming purposes, unless expressly directed to do so by us. If we detect misuse, we may suspend the Service and will contact you to discuss the issue. If misuse continues after we have provided notice, we may terminate the Service and recover any additional costs incurred, in accordance with our Fair Usage Policy.

Only use any Equipment provided by us for its intended purpose strictly in accordance with the manufacturer’s instructions and any safety information supplied with the device, which you confirm you have read and understood.

Immediately cease using the Equipment and contact us immediately if the Alarm User experiences any form of adverse reaction, including (but not limited to) suspected electromagnetic interference with a medical device or a skin reaction from any body-worn Equipment. We accept no liability for any adverse effects where the Alarm User fails to adhere to safety instructions or continues to use the Equipment despite experiencing a reaction.

Take care of the Alarm by keeping it clean and dry and notify us if it becomes damaged;

Test the Alarm once a month (or as otherwise directed by us) by pressing the pendant, and inform the Alarm Response Team of any problems with the Alarm as soon as possible;

So far as you are able, nominate at least one emergency contact and key holder for the Alarm User, along with their contact details, to enable us to contact them in the event of an Alarm activation or other emergency affecting the Alarm User;

Immediately inform us of any changes to the Alarm User’s list of contacts and their contact details;

Conduct yourself, and ensure that the Alarm User conducts themselves, civilly and politely when interacting with us and, our Alarm Response Teams and another other of our employees or agents;

Ensure that if our staff or agents need to enter the Alarm User’s home for any reason that the property is safe and that you notify us in a timely manner of any risks to the health and safety of our staff should they need to visit.

Accept that if you fail to comply with sub-clause (b), the Alarm or Monitoring Service may not function correctly, and that we will not be liable for any loss, damage, or failure of the Service arising as a result.

Data protection

To provide our goods and Services to you, and for other lawful purposes, we must collect, store and use personal data. The ways in which we will process your personal data and that of the Alarm User and anyone else whose details you provide to us are set out in detail in our privacy notice for customers, a copy of which is available at our website at careline.co.uk/policies/privacy-policy, upon request by calling 0800 101 3333 or from our Data Protection Officer dataprotection@appello.co.uk.

You confirm that any person whose information you have given to us for the purposes of providing our goods and Services has consented to your sharing their information with us for the purposes described in the privacy notice reference in 18.1 above.

Disputes

We are committed to resolving any concerns you may have. If you are dissatisfied with our service, please contact us so we can address the matter promptly and fairly.

If we cannot resolve your complaint within eight weeks, you may refer it to our Alternative Dispute Resolution (ADR) provider, CEDR Services Ltd. CEDR is an independent organisation that can mediate the dispute. If your complaint is eligible, we agree to enter into mediation in good faith under CEDR’s Model Mediation Procedure.

You can contact CEDR by email at adr@cedr.com, by post at 100 St Paul’s Churchyard, London EC4M 8BU, or by phone on 020 7536 6060. This service is free for you to use; we will cover any associated fees.

This contract is governed by the laws of England and Wales. The courts in the part of the UK where you live will have non-exclusive jurisdiction.

Third party rights

No one other than a party to this Contract has any right to enforce any term of this Contract.

Terms and Conditions

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