Terms and Conditions

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

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).

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

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. 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.

• 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.

• 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 Limited, 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.

• ‘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.

1. Introduction

1. 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.

2. 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.

2. Ordering goods and Services from us

1. You can place an order with us either through our website (www.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.

2. 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.

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

1. We cannot authorise your payment; or

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

4. 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. 

5. 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.

3. Our fees

1. The fees applicable to your order will be as displayed on our website or as otherwise confirmed to you at the time you place your order. 

2. In accordance with clause 14, we may may uplift our fees from time to time.

4. Right to cancel this Contract

1. You have the right to cancel this Contract within 30 days of placing your order without giving any reason.

2. 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.

3. 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.

4. 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.

5. Effect of cancellation

1. 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.

2. We may make a deduction from any reimbursement to you equal to:

1. The loss in value of any Equipment supplied, if the loss is the result of unnecessary handling by you; and

2. The cost of any applicable set-up fee for the Alarm and Monitoring Package (if you have ordered an Alarm and Monitoring Package and you have requested that the Monitoring Service commences within the cancellation period).

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

1. If Equipment was supplied to you:

1. 14 days after the day we received back from you any Equipment supplied; or, if earlier

2. 14 days after the day you provide evidence that you have returned the Equipment; or

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

4. 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.

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

1. 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

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

6. 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.

7. The cost of replacement of each piece of Equipment we provide is published on our website at https://careline.co.uk/pages/legal 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. 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.

6. Delivery of goods

6.1 We will aim to deliver your Equipment within 30 days. If something happens which is outside of our control and affects the estimated date of delivery, we will endeavour to provide you with a revised estimated date for delivery of the Equipment.

2. Unless we agree otherwise, if we cannot deliver your Equipment within 30 days, we will:

1. Let you know;

2. Cancel your order; and

3. Give you a refund.

3. If nobody is available to take delivery of the Equipment, you agree to contact us using the contact details at the top of this document.

4. You are responsible for the Equipment when delivery has taken place; in other words, the risk in the Equipment passes to you when you take possession of it.

6. Payment for one-off orders for goods and Services

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

3. 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.

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

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

1. Pay for such Equipment within 14 days; or

2. Return the Equipment to us within 14 days. 

6. 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: 

1. Keep the Equipment in your possession; and

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

7. If you should fail to return any Equipment to us in accordance with your obligations under this clause 7, we may make arrangements to collect the Equipment from you at your expense. We will try to contact you to let you know if we intend to do this.

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

9. The price of the Equipment:

1. Is in pounds sterling (£)(GBP)

2. Includes VAT at the applicable rate; and

3. Includes free standard delivery.

7. Payment for orders for an Alarm and Monitoring Package

2. If you order an Alarm and Monitoring Package, you accept the applicable set-up and subscription fees at the time you place your order.

3. 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.

4. Depending on the devices included in your Alarm and Monitoring Package, you may also be charged a non-refundable set-up fee.

5. If you have chosen the paid-monthly plan:

1. Your monthly subscription fee will be taken in advance by Direct Debit on the first day of the monthly subscription period to which the fee applies and the first day of each monthly subscription period thereafter.

2. 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.

3. You can set up a Direct Debit by calling us on 0800 101 3333 or online at www.careline.co.uk/dd 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.

6. If you have chosen the paid-quarterly plan:

1. Your quarterly subscription fee will be taken in advance by Direct Debit on the first day of the quarterly subscription period to which the fee applies and the first day of each quarterly subscription period thereafter.

2. You can set up a Direct Debit by calling us on 0800 101 3333 or online at www.careline.co.uk/dd 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.

7. If you chose the paid-annually plan:

1. Your annual subscription fee will be taken in advance by Direct Debit on the first day of the annual subscription period to which the fee applies and the first day of each annual subscription period thereafter.

2. You can set up a Direct Debit by calling us on 0800 101 3333 or online at www.careline.co.uk/dd 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.

8. 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.

9. Whichever subscription you select, your subscription will continue indefinitely until terminated in accordance with clause 13.

10. If you should prefer that your policy is not automatically renewed, you can contact our customer service team on 0800 101 3333 before the next subscription payment is due to make your payment using an alternative method. 

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

12. 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.

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

8. Nature of the goods and Services

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

1. the goods are of satisfactory quality;

2. the goods are fit for purpose;

3. the goods match the description, sample or model;

4. The Services are carried out with reasonable skill and care.

3. We will provide you with goods and Services that comply with your legal rights.

4. Certain of the devices we may provide to you are designed to detect certain events, like falls or the presence of smoke or carbon monoxide. Other devices include sensors designed to detect activity such as movement in your home, or when you get up or go to bed. Such devices are set up to trigger an Alarm if you might need help. You acknowledge and accept that because of how these kinds of technology are designed, the Equipment may on occasion trigger a false alarm or fail to detect an event such as a fall or the presence of smoke or carbon monoxide. This does not mean the Equipment is faulty or unfit for purpose – it is just a limitation of the technology. By using our Equipment, you accept that it may not always detect an event or may occasionally trigger a false alarm.

5. 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.

6. 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.

7. 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 https://www.careline.co.uk/pages/legal. You can review this information at any time.

8. 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.

9. 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.

9. Faulty goods

2. Nothing in this Agreement affects your statutory rights under the Consumer Rights Act 2015.

3. Please contact us using the contact details at the top of this document, if you want:

1. us to repair the goods;

2. us to replace the goods; or

3. to reject the goods and get a refund.

4. Other than if an Alarm is damaged in accordance with clause 11, if you have ordered an Alarm and Monitoring Package, we will, while you remain subscribed to the Package, replace free of charge any Equipment that develops a fault.

10. Damaged goods

2. If you have ordered an Alarm and Monitoring Package, or any other goods or Equipment from us, you will be responsible for the cost of replacing any damaged or lost Alarm, goods or Equipment belonging to us, unless such damage has been caused by fair wear and tear or by electrical storm damage. See also clause 17 for information about your responsibility to report loss or damage to us.

3. If you discover that an Alarm or any other Equipment has been lost or stolen, you must notify us of this within no less than 72 hours of having discovered the Equipment to be lost or stolen so that we may notify the appropriate SIM card supplier. If you fail to notify us within 72 hours of becoming aware, any charges payable whilst the Equipment is outside of your possession shall be passed to you.

11. Limit on our responsibility to you

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

1. Death or personal injury, unless caused by our negligence;

2. Losses that:

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

2. Were not caused by any breach on our part;

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

4. 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;

5. Are a result of electrical storm damage;

6. 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;

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

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

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

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

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

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

13. Arise prior to delivery of the Equipment;

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

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

16. 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;

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

3. Business losses; or

4. Losses to non-consumers.

3. 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.

4. 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.

5. 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

12. Ending the Contract

2. 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).

3. 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 in writing (including email) or by telephone no later than 30 days before the end of your current subscription period.

4. 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 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.

5. 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.

6. 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.

7. 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.

8. 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.

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

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

1. 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

2. 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. 

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

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

13. Changes to these terms and conditions

2. We reserve the right to make changes to these Terms and Conditions, including our charges, at any time. Any amendments will be communicated to you no less than two months before they come into effect (no changes will take effect during the first three months).

3. Unless you notify us in writing of your intention to end this Contract in accordance with clause 13, your continued use of our Services following the expiry of the notice period in clause 14.1 will constitute your acceptance of the amended terms.

4. Nothing in this clause affects your statutory rights under applicable consumer law.

14. How the Alarm and Monitoring Package Works

2. 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. 

3. 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.

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

5. 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. 

6. 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.

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

8. 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. 

9. 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 which can be viewed at https://www.careline.co.uk/pages/legal.

10. 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.

11. 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.

12. 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.

13. 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

15. Access to your home in an emergency

2. 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.

3. 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. 

4. 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, the liability for re-securing your property and any associated repair costs is your responsibility. 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.

16. Your responsibilities

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

1. Has agreed to your entering into this Contract; and

2. 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

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

3. 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.

4. 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.

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

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

2. Always keep the Alarm unit plugged into a telephone point, unless you have been supplied with a base unit that connects via an IP or GSM signal;

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

4. 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;

5. 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;

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

7. 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;

8. 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;

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

10. 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;

11. 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;

12. Make any relevant health professionals aware of the presence of any Do Not Resuscitate (DNR) order that may be in place (see also clause 12.2) and follow their advice.

17. Data protection

2. 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 www.careline.co.uk/privacy-policy, upon request by calling 0800 101 3333 or from our Data Protection Officer at privacy@careline.co.uk.

3. 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.

18. Disputes

2. We will try to resolve any disputes with you quickly and efficiently. If you are unhappy with the goods or Services we provide, or any other matter, please contact us as soon as possible.

3. This Contract is governed by the laws of England and Wales. In relation to any disputes arising under this Contract, the courts of the part of the United Kingdom in which you reside will have non-exclusive jurisdiction.

19. Third party rights

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