Terms & Conditions

2. Acceptance of Orders

• All contracts are subject to these conditions. Terms in customer orders inconsistent with these are void.
• These terms constitute the entire agreement and can only be modified in writing referencing these conditions.
• Contracts are not sales/rentals by sample unless agreed in writing.

3. Description of Service & Contract Period

• Service includes 24/7 personal safety monitoring via a base unit and pendant or similar device.
• Rental contracts begin at order or dispatch date (whichever is later) and last a minimum of 12 months, rolling thereafter.
• Termination notice: 30 days. Equipment restocking fee of £49.99 after the 14-day cooling-off period.
• Refunds within 30 days, subject to satisfactory equipment return. Damaged/missing equipment may be charged at full retail price.
• Admin fee of £15 for plan changes. Elective changes start a new contract.
• Subscription charges may change annually in line with APR, with one month’s notice.

4. Self-Install

• Customer must check and test equipment upon receipt and follow setup instructions.
• Initial and monthly test calls are the customer’s responsibility.
• Red Alert Telecare Ltd supports testing but is not responsible for failure to test.

5. GPS Services & GSM SIMs

• GPS is passive unless ‘breadcrumbing’ is enabled with consent or power of attorney.
• SIMs remain property of Red Alert Telecare Ltd and must not be removed or reused.
• Red Alert Telecare Ltd is not liable for SIM-related call or alert costs.
• Signal issues must be reported by the customer. GSM signal varies and is not guaranteed.

6. Apps Supplied with Equipment

• Customer must download and use the correct version of any associated apps.
• Running costs (data, calls, etc.) are the customer’s responsibility.
• Customer must ensure there are sufficient responders if using app alerts.
• 24/7 monitoring is advised as a failsafe. No liability if responders fail to act.

7. Notifications

• Customer must update Red Alert Telecare Ltd with any changes to their information.
• Notification channels: webform, 0800 0087500, or via the base unit/device.
• Charges apply until rented equipment is returned after service termination.

8. Payment

• Payment due at sale, in advance, as per agreed schedule.
• Initial payment via card; recurring via direct debit.
• Discounts apply once only. Renewals revert to standard pricing.
• Charges continue until equipment is returned.
• Unnotified payment cancellations may lead to legal action and full equipment cost recovery.
• Installation service charges are payable at sale.

9. Transfer of Property

• Goods remain Red Alert Telecare Ltd’s property unless purchased outright.
• Company reserves right to repossess goods or charge full value if not returned.

10. Risk and Insurance

• Customer assumes risk at delivery and must insure equipment.
• Customer responsible for condition and any damage.

11. Delivery

• Delivery will be made as soon as possible, potentially in phases.
• Damage or shortages must be reported within 24 hours.
• Changes to packages may incur delivery charges. Heavier items may cost more.

12. Limitation of Liability

• Defective goods may be repaired, replaced, or refunded within 12 months if returned safely.
• Liability limited to cost of goods. No responsibility for indirect loss.
• Proof of postage required for returns; loss in transit may be charged if not proven.

13. Terms & Conditions of Service

• Red Alert Telecare Ltd is not liable for faults caused by unauthorised repairs or third-party equipment.
• Customers must follow provided specifications and guidance.

14. Indemnity

• Customer must follow all instructions and indemnify Red Alert Telecare Ltd from related claims or costs.
• Contact support on 0800 0087500 if unsure about any installation or operation procedure.

15. Force Majeure

• Red Alert Telecare Ltd is not liable for delays or failure due to events beyond control, such as war, natural disasters, or technical issues.

16. Termination

• Red Alert Telecare Ltd reserves the right to terminate this agreement with seven (7) days’ notice. Customers may terminate the service agreement by providing thirty (30) days’ written notice.
• For rented equipment, customers must provide at least thirty (30) days’ notice prior to termination. Charges will continue to apply until the equipment is received safely by Red Alert Telecare Ltd.
• Red Alert Telecare Ltd typically provides pre-paid return packaging for equipment returns, whether due to fault or contract termination. It is the customer’s responsibility to obtain and retain proof of postage (e.g., a photograph of the post office receipt).
• For purchased equipment, termination of related services also requires a minimum of thirty (30) days’ notice.
• If partial refunds are applicable, these will only be calculated after the safe receipt of the equipment by Red Alert Telecare Ltd.

17. Assignment and Subcontractors

• Customers may not assign or transfer this agreement without the express written consent of Red Alert Telecare Ltd.
• Red Alert Telecare Ltd reserves the right to subcontract any of its responsibilities under this agreement without prior notice.

18. Governing Law

These terms and conditions are governed by the laws of England and Wales. Any disputes arising under this agreement will be subject to the exclusive jurisdiction of the English courts.

19. Consumer Sales

These terms do not affect the customer’s statutory rights under applicable consumer protection laws.

20. Health and Safety

Customers are required to adhere to all health and safety guidance and instructions provided by Red Alert Telecare Ltd.

21. Notices

All notices must be provided in writing and may be delivered by hand, post, or email to the following address:

22. Invalidity

If any provision of this agreement is deemed invalid or unenforceable, the remaining provisions shall remain in full force and effect.

23. Third Party Rights

No person other than the parties to this agreement shall have any rights under the Contracts (Rights of Third Parties) Act 1999 to enforce any of its terms.

24. Bespoke Service

For queries or assistance, customers may contact Red Alert Telecare Ltd’s care technology specialists by calling 0800 008 7500.