Terms & Conditions

Terms and Conditions for Technology Enabled Care Services

  1. Definitions
  • Red Alert Telecare Ltd: Refers to Red Alert Telecare Ltd and/or Red Button Telecare Ltd.
  • Goods: Any item or service sold or supplied by Red Alert Telecare Ltd or its associates.
  • Customer: The person or organisation who buys or agrees to buy/rent the goods.
  • Subscription: This refers to rental payments made on the agreed schedule that cover such things as rented equipment, monitoring & Sim charges.
  1. Acceptance of Orders
  • Red Alert Telecare Ltd contracts for the supply of goods and/or services only subject to these conditions. Any terms in the customer’s order inconsistent with these conditions are void.
  • These terms constitute the entire agreement between Red Alert Telecare Ltd and the customer. Any modifications must be in writing and reference these conditions.
  • No contract governed by these conditions shall be a sale/rental by sample unless expressly agreed in writing.
  1. Description of Service & Contract Period
  • Red Alert Telecare Ltd provides, via a partner, a personal safety alarm monitoring service operating 24/7, 365 days a year.
  • The service includes a personal alarm base unit, a pendant alarm unit or similar and other monitoring equipment, as specified in the customer order form.
  • The rental contract period starts from the date of the customer order or the dispatch date of the equipment, whichever is later.
  • All rental contracts are for a minimum period of twelve months and are rolling contracts subject to annual price changes (in line with the current APR). The notice period for termination is 30 days
  • A restocking fee of £49.99 applies for equipment returned after the 14-day cooling-off period. The cooling-off period starts from the date of delivery.
  • Failure to return equipment in a satisfactory condition will result in a charge equal to the full retail price.
  • Refunds for returned equipment will be calculated and issued within 30 days, subject to the equipment returned being in satisfactory condition.
  • A £15 administration fee applies for existing plan changes. Elective contract changes will terminate the current contract and initiate a new contract.
  • Rental/subscription – first time this word has been used – does it need a definition? charges may be subject to annual inflationary changes (normally in line with the APR). Customers will be notified of any such increases with one month’s notice – either by email; text or notice on the website.
  1. Self-Install
  • Upon the safe receipt of equipment, the customer must check the contents and ensure all the expected equipment and peripherals are present and correct and exactly as expected and in line with the requested order.
  • The customer should check the functionality of the relevant equipment to ensure the equipment is set up as expected and ensure they follow the installation instructions.
  • The customer MUST ‘test’ their equipment as instructed at point of sale and/or as detailed in the instruction manual.  It is the customer’s responsibility to ensure that full testing of all equipment and peripherals has been undertaken satisfactorily on receipt of the equipment.  It is also the customer’s responsibility to undertake repeated monthly testing of their equipment.
  • Red Alert Telecare Ltd will endeavour to ensure that all customers complete their ‘initial’ test calls, but it ultimately remains the responsibility of the customer to complete any and all testing of their equipment.

 

  1. GPS services & GSM Sims
  • GPS supplied products will normally only use ‘location services’ once an alert has been activated by the customer (passive locating).
  • ‘Bread-crumbing’ (i.e. continual tracking of GPS devices) can be enabled on certain devices but must be accompanied by either consent of the wearer or by their legal power of attorney.
  • Geofencing (ring-fencing of a specific area), when breached and/or entered, will trigger an alert of certain GPS products.  This is available in circumstances when consent has been obtained by the wearer or via their legal power of attorney.
  • Any sims supplied with equipment, whether the equipment is purchased outright or rented, remains the property of Red Alert Telecare Ltd. Sim charges and any associated monitoring charges will be included within the subscription charge of the purchase/rental.
  • Sims MUST NOT be removed from supplied equipment.  Charges will apply if a customer or third party removes a sim from any supplied equipment to remedy or recoup costs.
  • Sims MUST NOT be transferred to other devices, including personal or third-party devices.  Charges will apply if a customer or third party removes a sim from any supplied equipment to remedy or recoup costs.
  • Red Alert Telecare Ltd is not liable for any costs incurred for ‘calling into’ or responding to an alert generated by the GPS device.
  • It is the customer’s responsibility to inform Red Alert Telecare Ltd of any issues with the GSM sim in a timely manner.
  • GSM signal levels are assessed for suitability via the OFCOM website and the customer’s postcode prior to order completion.  However, Red Alert Telecare Ltd cannot be held responsible or liable for the efficacy of the equipment due to GSM signal levels on a day-to-day basis.

GSM and GPS signal levels can fluctuate geographically and on a day-to-day basis. Sometimes, simply moving within the home or whilst ‘out and about’ can solve signalling issues. However, if persistent, it is the customer’s responsibility to inform Red Alert Telecare Ltd as soon as practicable.

 

  1. Apps supplied with your purchase/rental

 

  • If an app is available for the associated equipment, it is the customer’s responsibility to download the app as per any advice and ensure it is the correct version for the device it has been downloaded to.
  • If the app is capable of interaction with the equipment, any running costs, such as wi-fi, mobile data etc. are the responsibility of the app user. If calls are made via the app, any additional charges are the responsibility of the app user and/or customer.
  • If the app allows the user to respond to ‘alerts’ generated by the equipment, it is the app user’s responsibility to ensure they respond whenever possible and/or for the customer to ensure they have enough app users/‘responders’, to maximise the likelihood of a response.
  • It is Red Alert Telecare Ltd’s preference that any ‘alert capable’ equipment, that also has app capability, should also still have their 24/7 monitoring service enabled as a ‘fail safe’ option. If the customer chooses not to use this, Red Alert Telecare Ltd cannot be held responsible for ‘responder’s’ failure to react to ‘alerts’.

 

 

  1. Notifications

 

  • It is the responsibility of the customer to keep Red Alert Telecare Ltd updated regarding any changes to the information given at the time of order. This should be done at the earliest possible moment, to ensure that there is no interruption to the service provided.
  • Notification can be made via the webform on the website, via the telephone number 0800 0086277 or by pressing the button on the base unit or device and speaking with the monitoring partner.
  • In the event that the equipment is no longer needed the customer or customers/family must endeavour to provide notification to Red Alert Telecare Ltd at the earliest opportunity to ensure that charges are ceased in a timely manner. In all cases, charges remain in place until the safe return of the rented equipment.
  1. Payment
  • Payment is due at the point of sale, and in advance, on the agreed / advertised? payment schedule.
  • Initial payments can be made via a credit/debit card. Recurring payments are made via direct debit, on the agreed billing cycle.
  • Customers cannot deduct any payment due to set-off or counterclaim unless by prior agreement in writing by Red Alert Telecare Ltd.
  • Discounts or special offers are valid for the initial payment and this offer can only be applied once.  Subsequent annual renewals will revert to standard pricing.
  • Rental/subscription payments will continue until the return of the equipment and/or after the agreed termination of services.
  • Premature termination of monthly/annual payments, without notice to Red Alert Telecare Ltd, may enforce the termination of the contract.  Additionally, if the rented equipment is not returned, legal steps may be initiated to recoup the full retail cost of the equipment and services.  To ensure this does not happen, customers must inform Red Alert Telecare Ltd before any termination of payment.
  • If customers choose the option of the professional installation service, payment will need to be made at the point of sale/invoice. Installation costs will be as per the website, or as agreed with regards to multiple dwellings/installations.
  1. Transfer of Property
  • Unless purchased outright, the goods remain the property of Red Alert Telecare Ltd at all times.
  • The customer must store the goods separately and in a manner that makes them identifiable as Red Alert Telecare Ltd’s property.
  • Red Alert Telecare Ltd reserves the right to repossess the goods if payment is overdue.
  • Red Alert Telecare Ltd reserves the right to charge the customer for the full retail value of the equipment cost if the rented equipment is not returned either at the end of the contract or for RMA’s (Return Merchandise Authorisation).
  1. Risk and Insurance
  • The goods are the customer’s risk from the point of delivery or receipt?. The customer must insure the goods to their full value.
  • Red Alert Telecare Ltd is not obligated to insure the goods once risk has passed to the customer.
  • The customer is responsible for maintaining the equipment in good condition and for any damage or deterioration.
  1. Delivery
  • Orders will be delivered as soon as reasonably practicable. Red Alert Telecare Ltd reserves the right to deliver in phases.
  • The customer must inform Red Alert Telecare Ltd within 24 hours? of any damaged goods or shortfall in delivery.
  • Customers will be charged for carriage if there has been an ‘elective’ change to their package or setup of peripherals.
  • Heavier items, such as keysafes and/or specialist equipment, may incur an additional delivery charge.
  1. Limitation of Liability
  • Red Alert Telecare Ltd will repair, replace or refund defective purchased goods within 12 months from dispatch and on the proviso of the safe return of suspected faulty equipment.
  • Liability is limited to repair, replacement or refund of the purchase price. Red Alert Telecare Ltd is not liable for any indirect or consequential losses.
  • Although Red Alert Telecare Ltd provide and pay for return packaging for faulty or end of contract rental equipment, it is the customer’s responsibility to show proof of postage.  If the customer is not able to provide this, ‘lost in transit’ equipment could be charged at cost to the customer.
  1. Terms & Conditions of Service
  • Red Alert Telecare Ltd accepts no liability for defects or failures caused by unauthorised repairs, improper installation or use of non-Red Alert Telecare Ltd supplied equipment.
  • The customer must rely on written data and specifications provided by Red Alert Telecare Ltd.
  1. Indemnity
  • The customer must comply with all instructions for fitting, installation, service and use of the goods and indemnify Red Alert Telecare Ltd against all related costs, claims and liabilities. If unsure, always contact Red Alert Telecare Ltd by telephoning 0800 0086277.
  1. Force Majeure
  • Red Alert Telecare Ltd is not liable for delays or failures caused by events beyond its control such as war, natural disasters or technical problems or loss of network communication systems.

 

  1. Termination
  • Red Alert Telecare Ltd can terminate the agreement with 7 days’ notice. The customer can terminate the service agreement with 30 days’ notice.
  • If a customer terminates the subscription of rented equipment, the customer is required to provide a minimum notice period of 30 days prior to termination and is liable for charges until the safe receipt of the rented equipment.
  • Red Alert Telecare Ltd normally provide pre-paid return packaging for the safe return of equipment, whether faulty or end of contract – it is the customers responsibility to ensure they have ‘proof of postage’. [This can be a photo taken of the post office receipt].
  • If a customer terminates the subscription and all services relating to purchased equipment, the customer is required to provide a minimum notice period of 30 days prior to termination.
  • If partial refunds are agreed, these will not be calculated until the receipt of equipment (if applicable) by Red Alert Telecare Ltd.
  1. Assignment and Subcontractors
  • The customer cannot assign or transfer the contract without Red Alert Telecare’s express permission. Red Alert Telecare Ltd can subcontract work without notice.
  1. Governing Law
  • These terms are governed by the laws of England and Wales. Any disputes will be subject to the exclusive jurisdiction of the English courts.
  1. Consumer Sales
  • These conditions do not affect the statutory rights of the consumer.
  1. Health and Safety
  • The customer must follow all health and safety information provided by Red Alert Telecare Ltd.
  1. Notices
  • Notices must be in writing and can be delivered, posted or emailed to the following:

Red Button Telecare Ltd

Unit 1, The Courtyard

Orbital Business Park

Ashford

Kent

TN24 0SY

hello@redbuttontelecare.co.uk

 

 

  1. Invalidity
  • If any provision is invalid, the remaining provisions will remain in effect.
  1. Third Party Rights
  • A person who is not a party to this agreement has no right to enforce any term of this agreement.
  1. Bespoke Service
  • For any queries or assistance, customers can contact Red Alert Telecare Ltd’s care technology specialists by telephoning 0800 008 6277.

 

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