Terms and Conditions
Last Updated: 06/05/2026 (Ver.2.3)
Important information about this document
These Terms and Conditions will form a legally binding contract between Careline365 Ltd, and the customer named in the order or account set-up process. Please read them carefully before you place your order.
[While you may know us as Careline365, our registered company name is Careline365 Ltd. That registered company name will appear on your contract and related documents.]
These Terms and Conditions cover different ways in which we may supply products and services to consumers. Depending on what you order, your contract may include one or more of the following:
· Monitoring Services;
· Purchased Equipment (equipment which you buy and own);
· Loan Equipment (equipment which we supply to you on loan, at no separate charge, for use with a monitoring service); and
· Additional Services.
Some rights and obligations apply only to particular types of supply. We explain this in these Terms and Conditions.
If there is anything in this document that you do not understand, please contact us and we will do our best to explain it to you.
Email: info@careline365.co.uk
Telephone: 0800 101 3333
Who may enter into this contract
The person named on the order is the person who enters into the contract with us (the Customer) and is responsible for payment and compliance with these Terms and Conditions, unless we expressly agree otherwise in writing.
The Customer may also be the person who uses the equipment or services (the Alarm User), but this is not always the case.
You may place an order with us in any of the following situations:
1. You are the Alarm User.
In that case, you are entering into the contract for yourself.
2. You are ordering on behalf of another person.
In that case, you confirm that you have the authority needed to do so, whether as attorney, deputy, appointee, agent, or otherwise as a person authorised by law or by the Alarm User.
3. You are contracting in your own right for the benefit of another person who will be the Alarm User.
In that case, you remain the Customer and are responsible for the contract, including payment, but you must ensure that the Alarm User is given and understands any instructions, warnings and key information we provide about the services and equipment.
If you give us information or instructions on behalf of the Alarm User, you confirm that, to the best of your knowledge and belief, that information is accurate and that you are entitled to provide it to us.
We may rely on the authority you tell us you have unless we reasonably believe that we should not do so.
If you are unsure whether you have authority to place the order, please contact us before doing so.
Important information about our services and equipment
Our services and equipment are designed to support independence, reassurance and access to assistance. They are not fail-safe and do not eliminate all risk.
The performance of alarms, pendants, fall detectors, smoke detectors, GPS devices, base units and similar equipment can be affected by factors outside our control, including installation, building layout, range, signal strength, power supply, telephone or mobile network availability, environment, user behaviour and whether the equipment is used, worn, tested and maintained correctly.
Some types of event may not always be detected and some devices may sometimes register false alerts. That does not necessarily mean the equipment is faulty.
You and, where different, the Alarm User must follow any instructions we give about testing, charging, range checking, safe use and reporting faults or unusual behaviour.
More detail appears in the operative clauses below, including clauses 9, 12, 15 and 17.
Summary of your key consumer rights
This section is a summary only. It does not replace the full Terms and Conditions or any rights you have under consumer law.
Your rights will depend on what you buy from us, how it is supplied and how the contract is entered into. For example, different rules may apply depending on whether you receive purchased equipment, loan equipment, monitoring services, additional services, or a subscription plan.
In general:
· where the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 apply, we must give you certain pre-contract information in a clear and understandable way before the contract is made;
· for most distance and off-premises contracts, you have a legal right to cancel within 14 days, although the date from which that period runs depends on the type of contract;
· we offer an additional contractual cancellation benefit, as explained in clause 4, which extends the period in which you may cancel in certain cases to 30 days;
· where you buy goods from us, the Consumer Rights Act 2015 says that they must be as described, fit for purpose and of satisfactory quality;
· where we provide services, the Consumer Rights Act 2015 says that we must perform them with reasonable care and skill;
· where consumer law applies additional rights or notice requirements to subscription contracts, we will comply with those requirements.
If you buy equipment from us, your key statutory remedies for faulty goods may include:
· up to 30 days: in many cases, the right to reject faulty goods for a refund;
· up to six months: in many cases, the right to a repair or replacement and, if that is not successful, a price reduction or refund; and
· for longer periods: potential further remedies if the goods do not last a reasonable time.
If we provide equipment to you on loan as part of a monitoring service, that equipment remains our property, but we will deal with faults in accordance with these Terms and Conditions and your applicable legal rights.
We may also give you rights or remedies that go beyond the legal minimum. Nothing in these Terms and Conditions limits any mandatory rights you have under consumer law.
Important clauses to be aware of
We want to draw your attention to some clauses that may be particularly important for you. This summary is for convenience only and does not replace the full Terms and Conditions.
· Our services and equipment are not fail-safe and may be affected by factors such as range, installation, environment, power and network availability. See clauses 9, 12, 15 and 17.
· Some devices may not detect every event and may sometimes register false alerts. See clause 9.
· Equipment supplied on loan remains our property and must be returned when required under the contract. See clauses 5 and 11.
· You may be responsible for the cost of lost, unreturned or damaged Loan Equipment, subject to these Terms and Conditions and consumer law. See clause 11.
· Devices intended for UK use may not work properly outside the UK, and extra charges may arise if they are used abroad. See clause 12.
· If equipment relies on telephone or mobile connectivity, service quality may be affected by weak or unavailable signal, outages or changes to telecoms services. See clauses 12 and 17.
· Some subscription plans renew automatically unless cancelled before renewal. For paid-monthly plans, you must normally give at least 14 days’ notice before renewal. For paid-annual and other non-monthly plans, you must normally give at least 28 days’ notice before renewal. See clauses 12 and 13.
· We may make changes to charges, services or these Terms and Conditions in the circumstances described in clause 14. If a change is materially adverse to you, you may have a right to end the contract before it takes effect. See clause 14.
· We aim to meet our response standards, but we do not guarantee response times in every case. See clause 15.
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:
“Additional Services” means any services we provide in addition to Monitoring Services, including Welfare Checks and any other optional services described in the order or on our website.
"Alarm Response Team" means the team of operators responsible for receiving, assessing and responding to alarm activations and other alerts generated by the Equipment under the Monitoring Services.
“Alarm User” means the person who uses, or is intended to use, the Equipment and/or Services, whether or not that person is the Customer.
“Contract” means the contract between you and us formed in accordance with clause 2.
“Current Subscription Plans” means the subscription plans we make available to new customers from time to time. As at the date of these Terms and Conditions, those plans are the paid-monthly plan and the paid-annually plan.
“Customer”, “you” or “your” means the person named in the order or account set-up process who enters into the Contract with us.
“Equipment” means any goods or devices supplied by us under the Contract, including alarms, pendants, sensors, watches, detectors, base units and any accessories.
“Legacy Subscription Plan” means any subscription plan that we no longer offer to new customers but which we continue to honour for existing customers, including any paid-quarterly, paid-six-monthly, lifetime or other historic plan shown in the relevant customer’s order confirmation, account records or renewal notice.
“Loan Equipment” means Equipment supplied by us for use with a Monitoring Service where no separate charge is made for the Equipment itself and ownership remains with us.
“Monitoring Services” means the 24-hour mnearonitoring and alert-handling service we provide for compatible alarm equipment, together with related response handling and account support described in the Contract.
“Evernear ™ Member Profile” means any form, digital process or information-collection process we require to set up, administer or support the Contract and the Services.
“Purchased Equipment” means Equipment that you buy from us and which becomes your property once ownership passes to you under these Terms and Conditions.
“Services” means Monitoring Services and any Additional Services.
“Subscription Plan” means the recurring payment arrangement or other charging structure that applies to the Monitoring Services or other recurring Services under the Contract.
“Terms and Conditions” means these terms, as amended from time to time in accordance with clause 14.
“Welfare Check” means a service provided by us involving scheduled contact by telephone or other agreed method to check on an individual’s welfare.
“we”, “us” or “our” means [Careline365 Ltd or other B2C legal entity], a company registered in England and Wales under company number [number], with its registered office at Oregon House, 19 Queensway, New Milton, England, BH25 5NN. Our VAT number is 325 8313 10.
1. Introduction
1.1 These Terms and Conditions apply to the supply by us of Purchased Equipment, Loan Equipment, Monitoring Services and/or Additional Services to consumers in the United Kingdom.
1.2 Please read these Terms and Conditions carefully before you place an order. They explain how the Contract is formed, what we will supply, how subscriptions and renewals work, how you and we may end the Contract, and other important rights and responsibilities.
1.3 The Contract is provided in English. If you need help understanding it, please contact us. Any translation or explanation that we provide is for convenience only unless we expressly agree otherwise in writing.
2. Ordering and formation of the Contract
2.1 You may place an order with us through our website, by telephone, or by any other method we make available to consumers from time to time.
2.2 Your order is an offer to enter into a Contract with us on these Terms and Conditions.
2.3 We will acknowledge receipt of your order, but that acknowledgement does not mean that we have accepted it.
2.4 We may decide not to accept an order. This will usually be because:
(a) we cannot authorise payment;
(b) there is a mistake in the price or description of the Equipment or Services;
(c) we reasonably believe that we cannot provide the Equipment or Services requested; or
(d) you have not provided information that we reasonably need in order to set up or provide the Equipment or Services.
2.5 A Contract is formed only when we accept your order. We may accept your order by sending you a confirmation email or other written confirmation, or, if earlier, by dispatching Purchased Equipment or confirming activation of the Monitoring Services.
2.6 We must receive any information reasonably required for set-up and service delivery, including a completed Evernear ™ Member Profile where applicable, before we are obliged to activate Monitoring Services.
2.7 If there is any conflict between these Terms and Conditions and any order summary or plan description we provide to you, the order summary or plan description will prevail to the extent needed to reflect the specific Equipment, Services and Subscription Plan you have chosen, but these Terms and Conditions will otherwise continue to apply.
3. Prices and payment overview
3.1 The price of the Services and Equipment, including any set-up fee, delivery charge and recurring subscription charge, will be the price presented to you before you place your order.
3.2 All mandatory charges payable at the time of order will be shown to you clearly before the Contract is formed.
3.3 Additional optional charges will only apply if you actively choose them.
3.4 If VAT is chargeable, it will be included in the total price shown to you unless we state otherwise.
3.5 Ongoing subscription charges, renewal timing and payment methods are dealt with in more detail in clause 13.
3.6 We may change charges only in accordance with clause 14.
4. Your right to cancel within the cooling-off period
4.1 This clause applies where you have a legal right to cancel the Contract under consumer law, including most distance and off-premises contracts.
4.2 Your legal cancellation period is generally:
(a) for service contracts, 14 days after the day the Contract is formed;
(b) for contracts for goods (including Purchased Equipment), 14 days after the day on which you, or a person nominated by you, receives the goods; and
(c) for mixed contracts, the rules that apply will depend on the main elements of what is supplied and the relevant consumer law.
4.3 As an additional contractual benefit, we may allow cancellation within 30 days in the circumstances described in this clause. This additional benefit does not reduce or replace any legal rights you have.
4.4 To cancel, you must clearly tell us that you wish to cancel. You may do this by telephone, email, post or by using any online cancellation method we make available to you. You may also use any cancellation form we provide, but you do not have to.
4.5 To meet the cancellation deadline, it is enough for you to send your cancellation notice before the applicable cancellation period has expired.
4.6 If you expressly ask us to start providing Monitoring Services before the end of the legal cancellation period, and we have informed you before the Contract is formed that you will be required to pay a proportionate charge if you subsequently cancel, then if you do cancel within the cancellation period you must pay us a proportionate amount for the Monitoring Services supplied up to the point at which you told us you wished to cancel. That amount will be calculated by reference to the total price of the Monitoring Services under the Contract and the proportion of the service actually performed before cancellation. If we have not met both of those conditions, we will not make any deduction from your refund in respect of services supplied during the cancellation period.
4.7 If you cancel a contract that includes Purchased Equipment, you must send the Purchased Equipment back to us without undue delay and in any event within 14 days after telling us that you want to cancel, unless we agree otherwise
4.8 If you cancel within the legal 14-day cancellation period, we will deal with the direct cost of return as required by law and as explained in the pre-contract information we gave you. If we offer a free return method and you choose not to use it, you may be responsible for any additional cost you incur.
4.9 If Purchased Equipment has been handled more than is necessary to establish its nature, characteristics and functioning, we may reduce your refund to reflect any loss in value, but only to the extent permitted by law. The instructions supplied with the Equipment may specify particular features, such as protective seals, screen coverings or tamper-evident packaging, whose removal or disturbance is not necessary to assess the Equipment and which, if removed or disturbed, may affect its resale value. We will take any such guidance into account when assessing whether handling has exceeded what was necessary.
4.10 If the Contract includes Loan Equipment, that equipment remains our property and must be returned in accordance with clause 5. We may recover the cost of unreturned or damaged Loan Equipment only as permitted by these Terms and Conditions and consumer law.
4.11 Your rights under this clause are separate from your rights if goods are faulty, misdescribed or unfit for purpose, or if services are not carried out with reasonable care and skill.
5. What happens if you cancel during the cooling-off period
5.1 If you cancel in time under clause 4, we will refund the payments due to be refunded under consumer law and these Terms and Conditions.
5.2 We may withhold a refund relating to Purchased Equipment until we receive the goods back, or until you provide evidence that you have sent them back, whichever is earlier.
5.3 We may make deductions from a refund only where permitted by law and these Terms and Conditions, including:
(a) a proportionate amount for services supplied before cancellation where you asked us to start the services during the cancellation period and consumer law allows that deduction;
(b) any reduction in value of Purchased Equipment caused by handling beyond what is necessary to establish its nature, characteristics and functioning; and
(c) the cost of Loan Equipment that is not returned, or is returned damaged beyond fair wear and tear, where clause 11 allows us to recover that cost.
5.4 We will make any refund due without undue delay and, in any event:
(a) for contracts involving Purchased Equipment, within 14 days after the day on which we receive the goods back or, if earlier, the day on which you provide evidence that you have sent them back; and
(b) for contracts not involving Purchased Equipment, within 14 days after the day on which you tell us that you wish to cancel.
5.5 Unless we agree otherwise, we will refund you using the same payment method that you used for the original transaction.
5.6 Our additional 30-day cancellation benefit does not mean that, after 30 days, you lose any statutory rights you may have in relation to faulty goods, misdescribed goods, poor services, unfair terms or other rights available under consumer law or this contract.
6. Delivery of Purchased Equipment
6.1 This clause 6 applies only to Purchased Equipment. Separate provisions apply to Loan Equipment supplied as part of Monitoring Services or another Subscription Plan.
6.2 We will deliver Purchased Equipment to the address agreed with you, using the delivery method stated before the Contract is formed.
6.3 We will aim to deliver Purchased Equipment by any delivery date, or within any delivery period, stated to you before the Contract is formed. Any delivery date we give is an estimate only unless we expressly agree with you that delivery by that date is essential.
6.4 If something happens which affects the estimated delivery date, we will let you know and provide a revised estimated delivery date where reasonably possible.
6.5 Unless we agree a different period with you, we will deliver Purchased Equipment without undue delay and in any event within 30 days after the Contract is formed.
6.6 If we do not deliver the Purchased Equipment within the period required by clause 6.5, you may ask us to deliver it within an additional period that is appropriate in the circumstances. If we do not deliver within that additional period, you may treat the Contract as at an end in respect of the affected Purchased Equipment and receive a refund for it.
6.7 You may treat the Contract as at an end immediately in respect of the affected Purchased Equipment if:
(a) we have refused to deliver the Purchased Equipment;
(b) delivery within the agreed time was essential, taking into account all the relevant circumstances; or
(c) before the Contract was formed, you told us that delivery by a particular date was essential and we did not deliver by that date.
6.8 If you treat the Contract as at an end under clause 6.6 or 6.7, we will refund you for any Purchased Equipment which has not been delivered and any delivery charges paid for that Purchased Equipment, within 14 days of your telling us that you are ending the Contract in respect of it.
6.9 If nobody is available to take delivery, the courier may leave a card or electronic notification with instructions for re-delivery or collection. If you do not rearrange delivery or collection within a reasonable time, we may contact you to agree alternative arrangements. We will not charge you additional delivery charges unless we told you before the Contract was formed that such charges might apply in these circumstances.
6.10 Risk in Purchased Equipment passes to you when the Purchased Equipment is delivered to you or to a person identified by you to take physical possession of it.
6.11 Ownership of Purchased Equipment passes to you only when we receive payment in full for it.
7. Payment
7.1 This clause 7 sets out how payment works for:
(a) one-off purchases of Purchased Equipment or one-off Services; and
(b) Subscription Plans for Monitoring Services and any related Loan Equipment or Additional Services.
7.2 We accept payment by the methods we make available to you before the Contract is formed, which may include debit card, credit card, Direct Debit, BACS and Open Banking. Not all payment methods may be available for every order or Subscription Plan.
7.3 For one-off purchases of Purchased Equipment or one-off Services, payment is due when we accept your order, unless we agree otherwise with you. If you pay by card, your card may be pre-authorised when you place your order and charged when we accept your order, unless we tell you clearly before you place the order that payment will be taken earlier.
7.4 For Subscription Plans, any set-up fee and the first subscription payment will be due on the basis explained to you before the Contract is formed and confirmed in your order confirmation. Further recurring payments will be due in accordance with clause 13.
7.5 If you choose to pay recurring charges by Direct Debit, you authorise us to collect the amounts due under the Contract by Direct Debit in accordance with your mandate.
7.6 If you choose to pay recurring charges by payment card, and you expressly authorise recurring card payments, you authorise us to take the recurring charges that fall due under the Contract using the card details you have provided, unless and until you replace that payment method or withdraw that authority in accordance with these Terms and Conditions.
7.7 We will tell you clearly before the Contract is formed:
(a) the amount of any set-up fee, one-off charge and recurring charge;
(b) when those charges will be taken;
(c) whether the contract includes recurring payments; and
(d) the payment method or payment authority that will be used.
7.8 We will use reasonable care to process payments securely using appropriate payment systems. We do not exclude or limit liability for losses caused by our negligence, fraud, breach of data protection law, or failure by us or our payment processors to comply with applicable payment-security obligations.
7.9 If a payment is not made when due, we may contact you and ask you to make payment by another reasonable method. We may suspend dispatch of Purchased Equipment or delay activation of Services until payment is received, where it is reasonable to do so.
7.10 If payment for Purchased Equipment is not received after delivery, and you do not have a legal right to cancel or withhold payment, we may require you either to pay the outstanding amount within 14 days or return the Purchased Equipment to us within 14 days, at our cost where we arrange collection. Until full payment is received, ownership of Purchased Equipment remains with us.
7.11 If you return Purchased Equipment to us under clause 7.10, you must stop using it and take reasonable care of it until it is returned.
7.12 If we agree to collect Purchased Equipment because payment has not been made, risk in that Purchased Equipment passes back to us on collection.
7.13 Unless you tell us otherwise at the time of payment, we may apply any payment we receive from you under this Contract towards any overdue amounts you owe us under this Contract, starting with the oldest overdue amount first. After all overdue amounts have been paid, we may apply any remaining balance to the next amount due. If you tell us clearly at the time of payment that your payment is for a particular invoice, subscription period or charge, we will apply it accordingly unless we reasonably need to do otherwise to comply with law, a payment scheme rule or a court order.
7.14 Nothing in this clause affects any right you may have to cancel under clauses 4 and 5, or any right you may have under consumer law to withhold payment where there is a valid legal basis for doing so.
8. Nature of the Services and Equipment
8.1 The Consumer Rights Act 2015 gives you certain legal rights in relation to goods and services supplied under this Contract. For example:
(a) goods must be of satisfactory quality, fit for purpose and as described; and
(b) Services must be provided with reasonable care and skill.
8.2 We will provide Services and Equipment that comply with your legal rights. Nothing in this Contract affects or limits any mandatory rights you have under consumer law.
8.3 If you buy Purchased Equipment from us, we warrant that, for a period of 12 months from the date of delivery, the Purchased Equipment will be free from manufacturing defects in materials and workmanship. If Purchased Equipment develops a fault during that 12-month period because of a manufacturing defect, we will, at our option, repair it, replace it, or provide an appropriate refund.
8.4 The warranty in 8.3 applies only to Purchased Equipment and does not apply to:
(a) fair wear and tear;
(b) consumable items, including batteries, unless the battery itself was defective when supplied;
(c) accidental damage, misuse, neglect, abuse, improper storage, improper installation not carried out by us or on our behalf, unauthorised repair or alteration, or use other than in accordance with the instructions supplied with the Equipment; or
(d) faults caused by network, connectivity, power supply or third-party systems rather than by a defect in the Purchased Equipment itself.
8.5 To claim under the warranty in 8.3, you must contact us as soon as reasonably possible after discovering the fault and provide such information as we may reasonably require to investigate it. We may ask you to return the Purchased Equipment to us for inspection, and if the claim is valid under this warranty we will bear the reasonable cost of repair, replacement or agreed return.
8.6 The warranty laid out in 8.3 to 8.5 gives you additional contractual protection. It does not affect your legal rights under consumer law, including your rights in relation to goods that are faulty, not as described or not fit for purpose.
8.7 Where Equipment is supplied to you on loan as part of a Monitoring Service or other Subscription Plan, the specific make, model, colour or appearance of the Equipment supplied may differ from any images, illustrations, samples or previous versions shown in our promotional materials, website or earlier orders, provided that the Equipment supplied is of equivalent functionality and is suitable for the intended use under this Contract.
8.8 Some Equipment is designed to help detect events such as falls, smoke, carbon monoxide, inactivity, movement or other circumstances that may indicate that assistance is needed. Because of the nature of this technology, occasional false alerts, missed detections, signal interruptions or reduced performance may occur and this does not, by itself, necessarily mean that the Equipment is faulty.
8.9 The Services and Equipment are intended to support safety, independence and access to assistance. They are not fail-safe, do not guarantee detection of every event, and do not remove all risk.
8.10 We may configure Equipment, including alert thresholds, sensitivity settings or other operating settings, in a way that differs from default manufacturer settings where we reasonably consider that appropriate for our customer base, our service model, the intended use of the Equipment, or the safe and effective delivery of the Services. Where we do so, we remain responsible for ensuring that the Services and Equipment comply with applicable law and this Contract.
8.11 Unless we have agreed to provide a particular data-monitoring or reporting service as part of the Contract, we do not routinely access or monitor data collected by Equipment beyond what is reasonably necessary to provide the Equipment, the Monitoring Services, account support, maintenance, troubleshooting, legal compliance or any service you have asked us to provide. More detail is set out in our privacy notice and clause 17.
8.12 We may provide information from time to time about the general performance, limitations or known issues of categories of Equipment on our website or in customer information materials. Any such information is provided to promote transparency and does not reduce or replace your rights under consumer law or this Contract.
8.13 Nothing in this clause limits or excludes any liability that cannot lawfully be limited or excluded. See also clause 12.
9. How the Monitoring Services work
9.1 This clause explains how the Monitoring Services operate, what they are designed to do, and what you and, where different, the Alarm User must do to help us provide them safely and effectively.
9.2 The Monitoring Services are designed to provide monitoring, alert-handling, escalation and related support for compatible Equipment. They are intended to support independence, reassurance and access to assistance. They are not a substitute for emergency services, medical care, medical diagnosis, or in-person care, and they do not guarantee any particular outcome.
9.3 You must read, and must ensure that the Alarm User reads or is told about, the instructions and documentation we provide for the Equipment and the Services. If anything is unclear, you should contact us using the contact details in these Terms and Conditions.
9.4 You must ensure that any Equipment requiring charging is kept properly charged in accordance with the instructions for that Equipment.
9.5 You must ensure that the Equipment is tested once a month, or more often if we reasonably tell you that more frequent testing is needed for a particular device or service. Testing must include all components of the Equipment used with the Services, including, where applicable, the base unit, pendant, wristband, detectors, sensors, chargers, connectivity features and any other linked accessories or peripherals. If you or the Alarm User become aware of a fault, unusual behaviour, connectivity problem, repeated false alerts or failed test results, you must tell us as soon as reasonably possible.
9.6 Where the Equipment depends on range, signal strength, positioning, layout or environmental conditions, you must also ensure that reasonable range testing is carried out using all relevant components of the Equipment together as a working system in the places where the Equipment is actually intended to be used, such as different rooms in the property or garden areas. Range testing may need to be repeated if relevant circumstances change, including changes to room use, furniture layout, building configuration or the surrounding environment.
9.7 We will provide the Monitoring Services with reasonable care and skill. We aim to meet the response standards applicable to us under the TEC Services Association (TSA) Quality Standards Framework, including our target of answering at least 97.5% of alarm activations within 1 minute, but response times are targets only and are not guaranteed in every case.
9.8 The Monitoring Services may occasionally be unavailable or reduced because of planned maintenance, repairs, upgrades, software or firmware updates, network issues, third-party outages, emergencies or other circumstances beyond our reasonable control. We will try to keep any interruption as short as reasonably possible and, where reasonably practicable, give advance notice of planned interruptions that are expected to be more than minimal.
9.9 If our usual Alarm Response Team arrangements are disrupted, we will use reasonable endeavours to put appropriate alternative arrangements in place as quickly as reasonably possible. There may nevertheless be a delay in dealing with calls while those arrangements are put in place.
9.10 The Alarm User must have at least one named emergency contact, and you must keep that contact information accurate and up to date. You should also ensure, so far as reasonably possible, that any emergency contact is aware that they have been nominated and is willing to be contacted in connection with the Services.
9.11 We may use call-routing, queue management, triage and call-filtering systems, including automated tools, to help us manage alarm activations efficiently and safely. Where emergency help may be needed, or where the reason for an alarm activation is unclear, we will ensure that the call is escalated for human review and handling.
9.12 Calls to us and to the Alarm Response Team may be recorded for training, quality assurance, complaint handling, fraud prevention, safeguarding, legal compliance and service improvement. More information is set out in our privacy notice and clause 17.
9.13 Some Equipment is designed to help detect events such as falls, smoke, carbon monoxide, inactivity, movement or location changes that may indicate that assistance is needed. Because of the nature of this technology, occasional false alerts, missed detections, delayed transmissions, signal interruptions or reduced performance may occur, and this does not by itself necessarily mean that the Equipment or Monitoring Services are faulty.
9.14 The Equipment and Monitoring Services are not fail-safe, cannot eliminate all risks, and do not guarantee that every event will be detected, transmitted, received or responded to without delay.
9.15 The charges for the Monitoring Services are based on normal domestic and personal use in accordance with our Fair Usage Policy. If use materially exceeds the limits or assumptions stated in that policy, we may contact you to discuss the position and possible alternatives or support needs.
9.16 We will not charge any additional fair-usage charge unless:
(a) the Fair Usage Policy was made available to you before the Contract was formed;
(b) we have first notified you that use has materially exceeded the relevant limits or assumptions;
(c) we have given you a reasonable opportunity to discuss the issue with us; and
(d) the charge reflects our reasonable additional costs and is clearly stated in the Fair Usage Policy or otherwise agreed with you.
9.17 We will not take any additional fair-usage charge automatically from a payment method you have provided unless you have expressly authorised that payment method to be used for such charges or we are otherwise entitled to do so by law. If additional payment is due and no such authority applies, we may invoice you or ask you to pay by another reasonable method.
9.18 The Fair Usage Policy as updated from time to time and communicated to you will apply to the Monitoring Services. Any update to the Fair Usage Policy is subject to clause 14 in all respects, including the notice requirements and your right to end the Contract before a materially adverse change takes effect. To the extent that anything in the Fair Usage Policy purports to make changes effective by continued use or by any mechanism inconsistent with clause 14, clause 14 shall prevail.
10. Damaged, lost or stolen Loan Equipment
10.1 This clause applies to any Loan Equipment or other Equipment belonging to us that is supplied to you or the Alarm User under the Contract. It does not apply to Purchased Equipment that you own.
10.2 You are responsible for taking reasonable care of any Equipment belonging to us while it is in your or the Alarm User’s possession or control.
10.3 If any Equipment belonging to us is lost, stolen or damaged while in your or the Alarm User’s possession or control, you must tell us as soon as reasonably practicable and, where possible, within 72 hours after becoming aware of it.
10.4 If any Equipment belonging to us is lost, stolen or damaged while in your or the Alarm User’s possession or control, you are responsible for the reasonable cost of repair or replacement, except to the extent that the loss or damage results from fair wear and tear, electrical storm damage, a manufacturing fault, or any act or omission by us or someone acting on our behalf.
10.5 If you do not notify us within a reasonable time that Equipment containing a SIM card or other connectivity feature has been lost or stolen, you may also be responsible for any reasonable and avoidable network or usage charges incurred before you notify us.
10.6 We will tell you the amount of any repair, replacement, network or usage charge before taking or seeking payment. Any such charge must be reasonable and reflect our actual or reasonably estimated cost.
10.7 We may publish standard repair or replacement charges on our website or in customer materials for guidance, but the charge actually payable under this clause will always be subject to clauses 10.4 and 10.6 and your rights under consumer law.
11. Limits on our responsibility to you
11.1 Nothing in this Contract excludes or limits any liability that cannot lawfully be excluded or limited under consumer law, including liability for:
(a) death or personal injury caused by our negligence;
(b) fraud or fraudulent misrepresentation;
(c) breach of your statutory rights in relation to goods or services; or
(d) any other liability which the law does not allow us to exclude or limit.
11.2 Subject to clause 11.1, we are responsible for loss or damage that you suffer which is a foreseeable result of our breach of this Contract or our failure to use reasonable care and skill. Loss or damage is foreseeable if it is an obvious consequence of our breach or if it was contemplated by you and us at the time the Contract was formed.
11.3 Subject to clause 11.1, we are not responsible for loss or damage to the extent that it results from:
(a) your, the Alarm User’s or another user’s failure to follow the instructions for the Equipment or Services, including instructions about charging, testing, range testing, safe use, installation environment or reporting faults;
(b) any Equipment fault, issue or abnormal behaviour of which you or the Alarm User were aware, but which you did not report to us within a reasonable time;
(c) fair wear and tear or electrical storm damage;
(d) any failure, interruption or poor quality of mains power, telephone services, mobile network services, broadband, ethernet, GPS, satellite navigation systems or other communications or positioning infrastructure outside our reasonable control;
(e) any mains-powered unit or device being disconnected, or any battery-powered Equipment not being kept properly charged;
(f) weak or poor-quality mobile signal, faulty broadband, faulty ethernet connection or faulty telephone connection at the Alarm User’s premises;
(g) failures or interruptions in telephone, mobile, broadband or other communications services affecting our monitoring facilities, where those failures or interruptions are outside our reasonable control;
(h) changes to national or regional telecommunications infrastructure or services, including digital telephone network migration, where those changes are outside our reasonable control and affect the operation of the Equipment or Services;
(i) loss or damage arising before Purchased Equipment is delivered to you, where that loss occurs before risk in the Purchased Equipment has passed to you under clause 6.9, unless caused by our breach of this Contract; or loss or damage arising in the period after Purchased Equipment has been delivered but before Monitoring Services have been activated, to the extent that such loss or damage does not result from any defect in the Purchased Equipment itself or any other breach by us of our obligations under this Contract or consumer law;
(j) your failure to provide, or to keep up to date, accurate emergency contact, account, access or key-holder information;
(k) the use of Equipment outside the UK contrary to this Contract; or
(l) events or circumstances outside our reasonable control where we have taken reasonable steps to avoid or reduce the effect of those events.
11.4 The Services and Equipment are intended for domestic consumer use only. We are not responsible for business losses, including loss of profit, loss of business, business interruption or loss of commercial opportunity.
11.5 If you or the Alarm User tell us that a Do Not Attempt Cardiopulmonary Resuscitation order or decision exists, including a DNR, DNAR or DNACPR decision, we may record that information on your account for information purposes only where appropriate, but we do not undertake any obligation to interpret, verify, monitor, communicate, enforce or act on that order or decision, or to notify any healthcare professional, ambulance service or emergency responder that it exists. Decisions about whether cardiopulmonary resuscitation should be attempted, and whether any such order or decision is valid and applicable in the circumstances, remain matters for the relevant healthcare professionals and emergency responders.
11.6 Subject to clause 11.1, we are not responsible for any loss arising from any healthcare professional or emergency responder not being aware of, not following, or deciding not to follow any DNR, DNAR or DNACPR order or decision, unless that loss is caused by our failure to do something which we expressly agreed in this Contract to do.
11.7 Nothing in this clause prevents you from exercising any legal rights you may have if Equipment is faulty, misdescribed or unfit for purpose, or if Services are not carried out with reasonable care and skill.
12. Ending the Contract
12.1 This clause explains how you and we may end the Contract after the cooling-off rights in clauses 4 and 5. It does not affect any separate rights either party may have under consumer law.
12.2 Where you buy Purchased Equipment only and there are no ongoing Services or Subscription Plan, the Contract will end automatically once we have supplied the Purchased Equipment and both parties have performed their obligations, except for any provisions which are intended to continue afterwards.
12.3 Where the Contract includes Monitoring Services or another Subscription Plan, the Contract will continue until it is ended in accordance with this clause.
12.4 We may end the Contract for convenience by giving you at least 30 days’ written notice. If we do so, we will refund any charges you have paid in advance for Services not supplied after the Contract ends.
12.5 If your Subscription Plan is not a paid-monthly plan, you may end the Contract so that it does not renew by giving us notice by telephone, email or any online cancellation route we make available, no later than 28 days before the end of your current subscription period. The Contract will then end at the end of that subscription period.
12.6 If your Subscription Plan is a paid-monthly plan, you may end the Contract so that it does not renew by giving us notice by telephone, email or any online cancellation route we make available, no later than 14 days before the end of the first three monthly subscription periods or, after that minimum term, no later than 14 days before the end of any monthly subscription period. Unless clauses 12.8 or 12.9 apply, you may not end a paid-monthly Subscription Plan before the end of the first three monthly subscription periods.
12.7 If you have chosen a lifetime Subscription Plan, you may end the Contract at any time by notice to us, but you will not be entitled to a refund of any part of the one-off lifetime subscription fee except where these Terms and Conditions or consumer law give you that right.
12.8 Either you or we may end the Contract immediately by notice if the other commits a material breach of the Contract which cannot be remedied, or which is capable of remedy but is not remedied within 30 days after being asked in writing to do so. A failure by you to pay sums due under the Contract may amount to a material breach.
12.9 You may also ask to end the Contract early before the end of a minimum term if exceptional circumstances apply, for example serious illness, a permanent move into residential care, or the death of the Alarm User. We will consider any such request reasonably and in good faith, taking account of the circumstances and the nature of the Subscription Plan.
12.10 If you have ordered an Alarm and Monitoring Package on an annual plan and no longer require the Package before the end of the current annual subscription period, you may ask to transfer the Package to a friend or family member free of charge by contacting us. We may require reasonable information and checks before agreeing to the transfer.
12.11 If the Contract ends, this does not affect our right to receive any money already properly due to us under the Contract up to the date it ends.
12.12 If the Contract ends and any Loan Equipment or other Equipment belonging to us remains with you or the Alarm User, you must return it to us without undue delay and in any event within 30 days after the Contract ends. The deadline is met if you send it back before that 30-day period expires.
12.13 You will bear the direct cost of returning Loan Equipment when the Contract ends, unless:
(a) we have ended the Contract for convenience under clause 12.4;
(b) you have ended the Contract because of our breach under clause 12.8; or
(c) consumer law requires otherwise.
We can provide a Freepost label on request.
12.14 If you do not return Loan Equipment in accordance with clause 12.12, we may charge you its reasonable replacement cost in accordance with clause 10. Information about our standard replacement charges may be available on our website or in customer materials.
12.15 Nothing in this clause affects your right to cancel the Contract during the cooling-off period under clauses 4 and 5.
13. Subscription Plans, renewal and recurring payments
13.1 This clause applies where you buy Monitoring Services or other recurring Services under a Subscription Plan.
13.2 Our Current Subscription Plans for new customers are the paid-monthly plan and the paid-annually plan, unless we clearly tell you otherwise before your Contract is formed.
13.3 We may continue to provide Services to existing customers under a Legacy Subscription Plan where that plan already applies to their Contract, even though that plan is no longer offered to new customers.
13.4 Your order confirmation, account summary or renewal notice will state, or enable us to identify from our records:
(a) the Subscription Plan that applies to your Contract;
(b) the amount and timing of the charges payable under that plan;
(c) whether the Subscription Plan renews automatically or ends at the end of the agreed period; and
(d) any minimum term or initial commitment period that applies.
13.5 Unless your order confirmation, account summary or renewal notice states that your Subscription Plan is non-renewing, your Subscription Plan will renew automatically for successive periods of the same length as the subscription period then applying to your Contract, until ended in accordance with these Terms and Conditions.
13.6 If you have chosen a paid-monthly plan, your monthly subscription fee will be due in advance on the first day of each monthly subscription period. Subject to your cooling-off rights under clauses 4 and 5 and any early-ending right under clause 12, the minimum term for the paid-monthly plan is the first three monthly subscription periods. This reflects the upfront costs we incur in setting up, configuring, supplying and supporting the Services and Equipment under that plan, including where those costs are not recovered through a separate upfront charge.
13.7 If your Contract is already on a Legacy Subscription Plan that is paid quarterly, your quarterly subscription fee will be due in advance on the first day of each quarterly subscription period.
13.8 If your Contract is already on a Legacy Subscription Plan that is paid six-monthly, your six-monthly subscription fee will be due in advance on the first day of each six-monthly subscription period.
13.9 If you have chosen a paid-annually plan, your annual subscription fee will be due in advance on the first day of each annual subscription period.
13.10 If your Contract is already on a Legacy Subscription Plan that is a lifetime Subscription Plan, you will pay a single fee on or before the date the relevant Package or Monitoring Service starts. No further recurring subscription fees will be payable unless you later agree to add further paid services or features.
13.11 You may pay recurring subscription charges by the payment methods we make available for that purpose, which may include Direct Debit or recurring card payment authority. If you choose Direct Debit, you authorise us to collect the recurring charges due under the Contract in accordance with your mandate. If you choose recurring card payment, and you expressly authorise recurring card payments, you authorise us to take the recurring charges that fall due under the Contract using the card details you have provided, unless and until you replace that payment method or withdraw that authority in accordance with these Terms and Conditions.
13.12 We will give you any renewal reminders, pre-renewal notices and other information required by applicable consumer law.
13.13 Unless applicable law requires a longer period or additional notices, we will normally give:
(a) for a paid-monthly Subscription Plan, at least 14 days’ notice before the relevant renewal payment or renewal date; and
(b) for a paid-annually plan or any other non-monthly Subscription Plan, at least 28 days’ notice before the relevant renewal payment or renewal date.
13.14 Renewal notices will state the upcoming renewal date, the amount due for the next subscription period, any change to the charges or other Terms and Conditions that will take effect on renewal, and how you may cancel auto-renewal or end the Subscription Plan before renewal takes effect.
13.15 Where applicable consumer law requires more than one reminder notice before a renewal payment, or requires reminder notices to be given at a different time, we may give additional reminder notices and those notices may be given within the periods required by that law.
13.16 If we are unable to collect a recurring payment using the payment method you have authorised, we may contact you and ask you to make payment by another reasonable method before the renewal date or as soon as reasonably practicable afterwards. We may suspend the Monitoring Services or other recurring Services for non-payment only in accordance with these Terms and Conditions and after taking reasonable steps to notify you.
13.17 If your Subscription Plan renews automatically and you do not cancel before the renewal date in accordance with these Terms and Conditions, you will be committed to the next subscription period and will not be entitled to a refund for any unused part of that renewed period unless consumer law or these Terms and Conditions give you that right.
13.18 You may cancel auto-renewal, or end the Subscription Plan at the end of the current subscription period, by telephone, email, post or any online cancellation method we make available to you. Where we make an online route available for signing up to a Subscription Plan, we will make an equivalent online route available for cancelling that Subscription Plan, unless we are unable to do so for reasons outside our reasonable control, in which case we will ensure that at least one other accessible cancellation method remains available. We will tell you clearly, in any renewal notice and on request, how you may cancel. The detailed rules on when the Contract ends are set out in clause 12.
13.19 Paper or electronic copies of invoices and receipts are available on request.
13.20 Where a Subscription Plan includes Loan Equipment, that Equipment remains our property and must be returned when the Contract ends in accordance with clauses 12 and 10.
13.21 Nothing in this clause affects your cooling-off rights under clauses 4 and 5 or any other mandatory rights you have under consumer law.
14. Changes to these Terms and Conditions, the Services and charges
14.1 We may make changes to these Terms and Conditions, the Equipment, the Services or our charges where this is reasonably necessary:
(a) to reflect changes in law, regulation, regulatory guidance, codes of practice or industry standards;
(b) to reflect changes required for safety, security, fraud prevention or safeguarding reasons;
(c) to reflect changes in technology, systems, telecommunications providers, suppliers or service delivery methods;
(d) to improve, develop, update or maintain the Equipment or Services;
(e) to correct errors, clarify drafting or make administrative changes; or
(f) to reflect genuine increases in the costs of providing the Equipment or Services, where those increases are material and are attributable to factors outside our reasonable control, including increases in the cost of components, network services, third-party supplier charges, energy, or regulatory compliance. Any change to charges under this ground must be proportionate to the increase in costs actually incurred or reasonably anticipated.
14.2 We will not increase recurring charges under clause 14.1(f) by more than the greater of:
(a) the rate of Consumer Price Index inflation for the twelve months to 31 March in the year in which the change takes effect, as published by the Office for National Statistics, plus 5 percentage points; or
(b) such other limit as we notify to you in writing before the Contract is formed and confirm in your order confirmation. Any increase in excess of that limit requires your express agreement.
14.3 Where we have agreed with you at the time the Contract is formed that a defined schedule of subscription fees will apply for a specified number of subscription periods, that schedule will be set out in your order confirmation. For the duration of the defined term, we will not increase your subscription fee beyond the amounts stated in that schedule, and clauses 14.1(f) and 14.2 will not apply to subscription fee changes during that period. At the end of the defined term, the subscription fee then applicable will become the base fee for the purposes of clause 14.2, and clauses 14.1(f) and 14.2 will apply to any subsequent changes in the usual way. Nothing in this clause prevents us from making changes under clauses 14.1(a) to (e) during the defined term where those grounds apply.
14.4 We may make minor changes under clause 14.1 that do not materially alter the nature of the Equipment or Services and do not materially disadvantage you. Where appropriate, we will notify you of those changes, but they may take effect immediately or on the date stated in the notice.
14.5 If we propose a change to these Terms and Conditions, the Services or our charges that is likely to have a material adverse effect on you, we will give you advance notice in writing. Unless applicable law requires a longer period or additional notices, that notice will normally be given:
(a) at least 14 days before the change takes effect for a paid-monthly Subscription Plan; and
(b) at least 28 days before the change takes effect for a paid-annually plan or any other non-monthly Subscription Plan.
Our notice will explain the change, when it will take effect, and what rights you have if you do not want to accept it.
14.6 If a change under clause 14.5 is not required urgently for legal, regulatory, safety, security or safeguarding reasons, you may end the affected Contract before the change takes effect by giving us notice within the applicable notice period referred to in clause 14.5 or within any longer period required by law.
14.7 Any change to recurring charges will normally take effect from the start of a new subscription period or renewal period, unless the change is required sooner by law, regulation or exceptional circumstances outside our reasonable control.
14.8 We will not use this clause to make changes that would fundamentally alter the main characteristics of the Equipment or Services you have chosen unless consumer law allows us to do so and, where required, you have expressly agreed to the change.
14.9 Where you are already receiving recurring Services from us, we may notify you that updated Terms and Conditions, updated charges, or both, will apply from your next renewal date or other stated date. If the update is materially adverse to you, we will give you the notice required by clause 14.5 and, unless the change is required for legal, regulatory, safety, security or safeguarding reasons, you may end the affected Contract before the updated Terms and Conditions or charges take effect.
14.10 Nothing in this clause affects any right you may have under consumer law to challenge an unfair term or unfair change.
15. Access to your home in an emergency
15.1 You must ensure that there is a reasonable means by which the Alarm User’s property can be accessed in an emergency if the Alarm User is unable to answer the door, and you must tell us promptly if the relevant access arrangements or information change.
15.2 Where a key safe, lock box or similar entry device is installed at the property, you authorise us and the Alarm Response Team to pass the relevant access details to the emergency services or another third party where this is reasonably necessary in an emergency.
15.3 If, in an actual or suspected emergency, we or the Alarm Response Team are unable after reasonable attempts to contact the Alarm User, you, or the nominated emergency contacts or key holders, we may contact the emergency services and give them the information we reasonably consider necessary, including access information, to help them decide what action to take.
15.4 If the emergency services or another emergency responder force entry to the property in response to an actual or suspected emergency, you are responsible for the cost of re-securing or repairing the property unless the forced entry resulted from our negligence, breach of this Contract or other liability that we cannot lawfully exclude or restrict.
15.5 You must ensure, so far as reasonably possible, that any emergency contact, key holder or other person identified for access purposes understands their role and has accurate, current access information.
15.6 You must give us, our employees, agents and contractors reasonable access to the property on reasonable notice where this is required for installation, inspection, maintenance, repairs, replacement, collection or recovery of Equipment, or to provide agreed Services. Except in an emergency, we will try to agree a suitable time with you in advance.
15.7 If you do not provide access that is reasonably required under clause 15.6, we may need to delay, suspend or reschedule the relevant work or Service. We will not charge you for this unless we told you before the Contract was formed, or later agree with you, that a missed appointment, aborted visit or repeat visit charge may apply in the circumstances.
16. Your responsibilities
16.1 If you are not the Alarm User, you confirm that, to the best of your knowledge and belief, the Alarm User has agreed to the arrangements needed for the Services and Equipment to be provided, including the installation and use of Equipment in their home and, where applicable, outside the home, and the sharing of relevant personal data as described in our privacy notice and clause 17, and that the Alarm User will cooperate with those arrangements so far as needed for the proper operation of the Contract.
16.2 If you are not the Alarm User, it is your responsibility to make sure that the Alarm User is aware of, and cooperates with, those parts of this Contract that require their participation. If the Alarm User does not cooperate with those arrangements, you remain responsible for your obligations under this Contract.
16.3 If you have Equipment or Monitoring Services from us, you must:
(a) keep any alarm unit or other mains-powered device provided by us connected to a suitable power supply in accordance with the instructions for that device;
(b) where the Equipment supplied is intended to use a wired broadband, ethernet, landline or router connection, ensure that it remains connected to the relevant connection type as instructed by us;
(c) keep any battery-powered or rechargeable Equipment suitably charged in accordance with the instructions for that Equipment;
(d) where the Equipment or Services depend on a landline telephone service, maintain that service and be responsible for the associated telephone charges, unless we have supplied a unit that communicates by another method such as IP or GSM;
(e) tell us promptly if there is any relevant change to the Alarm User’s landline telephone supplier, landline features, digital voice or VoIP service, broadband service, router set-up or other communications arrangements that may affect the Equipment or Services;
(f) use any SIM card supplied by us only in the specific device for which it is supplied and only for the proper operation of that device, unless we expressly tell you otherwise;
(g) use the Equipment only for its intended purpose and in accordance with the instructions and safety information we provide;
(h) stop using the Equipment and contact us as soon as reasonably possible if the Alarm User experiences any suspected adverse reaction or safety issue connected with the Equipment, including suspected electromagnetic interference with a medical device or a skin reaction from body-worn Equipment;
(i) take reasonable care of the Equipment, keep it clean and dry where appropriate, and tell us if it becomes damaged;
(j) nominate, so far as reasonably possible, at least one emergency contact and key holder for the Alarm User and keep their contact details up to date;
(k) behave, and ensure that the Alarm User behaves, civilly and respectfully when interacting with our staff, agents and Alarm Response Team; and
(l) ensure, so far as reasonably possible, that if our staff or agents need to attend the Alarm User’s home, the property is reasonably safe for the visit and that we are told in advance about any known health and safety risks.
16.4 If we reasonably believe that a SIM card supplied by us has been misused, we may suspend the affected Service and contact you to discuss the issue. If misuse continues after we have given you notice and a reasonable opportunity to stop it, we may end the affected Service and recover any additional costs reasonably incurred by us in accordance with this Contract and our Fair Usage Policy.
16.5 If you do not comply with the responsibilities in this clause, the Equipment or Monitoring Services may not function properly. Subject to clause 11, we are not responsible for loss or damage to the extent that it results from that non-compliance.
17. Data protection
17.1 We will process personal data in connection with the Contract in accordance with applicable data protection law, including the UK GDPR, the Data Protection Act 2018, and our privacy notice as updated from time to time.
17.2 Our privacy notice explains what personal data we collect, how we use it, who we share it with, the lawful bases we rely on, how long we keep it, and your rights in relation to that data. A copy is available on our website and can be provided on request.
17.3 We may process personal data about you, the Alarm User, emergency contacts, key holders and other relevant individuals to the extent reasonably necessary to:
(a) set up, provide, administer and support the Services and Equipment;
(b) handle alarm activations, welfare checks, emergency escalation and related communication;
(c) maintain account records, billing records and payment administration;
(d) carry out installation, maintenance, troubleshooting, repairs, replacements, collections and recoveries;
(e) record and review calls for training, quality assurance, complaint handling, fraud prevention, safeguarding, legal compliance and service improvement;
(f) investigate faults, unusual events, misuse or suspected misuse of the Equipment or Services; and
(g) comply with our legal and regulatory obligations.
17.4 You must ensure, so far as reasonably possible, that any personal information you give us about another person, such as the Alarm User, an emergency contact, a key holder or any other relevant individual, is accurate and that you are entitled to provide it to us. Where appropriate, you should also make sure that the relevant person is aware that their information may be provided to us and processed in accordance with our privacy notice.
17.5 If you are not the Alarm User, you acknowledge that the provision of the Services and Equipment may involve us processing personal data relating to the Alarm User and sharing relevant information with you, the Alarm User, emergency contacts, key holders, healthcare professionals, emergency responders or other third parties where reasonably necessary for the purposes set out in clause 17.3 and where permitted by law.
17.6 Where we record, store or use information about matters such as accessibility needs, vulnerability, health-related information, emergency arrangements, DNACPR-related information, or safeguarding concerns, we will do so only to the extent reasonably necessary for the provision, support or safe operation of the Services and Equipment, safeguarding, complaint handling or legal compliance, and in accordance with applicable data protection law and our privacy notice.
17.7 Nothing in this Contract limits any rights you or the Alarm User may have under applicable data protection law.
18. Disputes
18.1 If you have a complaint, please contact us first using the contact details at the start of these Terms and Conditions so that we can try to resolve the issue with you.
18.2 If we are unable to resolve your complaint through our internal complaints process, we will tell you on a durable medium that we have been unable to settle the complaint and, where required by law, give you information about any relevant alternative dispute resolution provider and whether we are obliged or prepared to use that provider.
18.3 Alternative dispute resolution is an optional process unless the law requires otherwise. Nothing in this Contract requires you to use alternative dispute resolution or arbitration, or prevents you from bringing proceedings before the courts.
18.4 These Terms and Conditions are governed by English law.
18.5 You can bring legal proceedings in respect of the Contract in the courts of England and Wales. If you live in Scotland, you may also bring proceedings in Scotland. If you live in Northern Ireland, you may also bring proceedings in Northern Ireland.
18.6 If we bring proceedings against you, we will do so only in the part of the United Kingdom in which you live, unless the law allows otherwise.
19. Third party rights
19.1 Except as expressly provided in this Contract, nobody other than you and us has any right to enforce any term of this Contract under the Contracts (Rights of Third Parties) Act 1999.
