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HelpAlert Terms & Conditions

About Us:

HelpAlert is a trading name of Help Alert Limited, a company registered in England and Wales under company number 15012982 with our registered office at Maritime House, Basin Road North, Brighton, BN41 1WR.

Our main trading address is Maritime House, Basin Road North, Brighton, BN41 1WR.

For customer service enquiries, please contact us:

Telephone: 01344 786500 (24-hour emergency line)

Customer Service: 01273 055049

Email: careteam@helpalert24.co.uk

Address: Maritime House, Basin Road North, Brighton, BN41 1WR

Expert, trained caller in UK-based control room

2. Service Provided By HelpAlert

Core Services
HelpAlert provides supply and installation of the device, linked to our partnered control centre operated by Bracknell Council, which offers 24-hour emergency monitoring every day of the year. In an emergency we will contact the appropriate emergency services or nominated key holders. We follow the Telecare Services Association Code of Practice for reactive access arrangements. All equipment is maintained, with repairs or replacements carried out within 48 hours for critical faults. We also handle non-emergency calls, share information with relevant agencies where it is in the client’s best interests, and follow safeguarding procedures if abuse or neglect is suspected.

Service Limitations
HelpAlert cannot guarantee response times for emergency calls, though reasonable efforts are always made. We are not responsible for failures by third parties such as emergency services, key holders or network providers, and we are not liable for service issues outside our control such as power outages or network failures. We do not arrange or accept liability for forced entry into properties, and we will only access GPS location data in genuine emergencies.

3. Payment Terms and Pricing

Payment Obligations
All fees are payable in advance on either a monthly or annual basis. Charges remain payable during holidays, hospital stays or respite care. Payments must be received on time to keep services active. We may adjust prices by giving two months’ written notice.

Price Changes
If your regular payments are increased you may end the contract by giving one month’s notice. Price increases will not exceed ten per cent in any year unless exceptional circumstances outside our control apply.

4. Client Responsibilities

Equipment Care and Usage
You agree to use the equipment only for genuine emergencies. Devices must remain switched on and adequately charged, with monthly test calls carried out. Any faults must be reported immediately using our 24-hour emergency number on 01344 786500. Equipment must be treated with due care at all times.

Financial Responsibility for Equipment
You are responsible for repair or replacement costs if equipment is lost, stolen, damaged or not returned when required. Current replacement costs are £50 for a Lifeline Alarm Band, £350 for a Lifeline Base Unit, £350 for a Pendant and £350 for a Watch. These amounts may be updated annually and any changes will be communicated in advance.

Information Management
You must provide accurate and current personal information and notify us immediately of changes to your health status or medication, key holder details, key safe codes, next of kin details, address or contact information.

Access Arrangements
You must maintain valid key holder arrangements and ensure any key safe is in good working condition. You should tell us if you will be away from home for more than seven days and carry out a test call after returning from hospital or respite care.

5. Free Trial Terms (14 Days)

Eligibility
The free trial is available to new customers only and is limited to one per household or address. Valid payment details must be provided when signing up. The trial runs for fourteen days from the date of delivery.

Obligations During the Trial
Customers are responsible for delivery charges, providing accurate details, testing the equipment within 48 hours of delivery, treating the equipment with care and contacting us within the trial period if they do not wish to continue. HelpAlert will provide full monitoring, emergency call handling under standard terms, and customer support throughout the trial.

Automatic Conversion
Unless you cancel before the end of the fourteen-day trial, your trial will automatically convert to a paid annual subscription. Payment will be taken using the payment details provided at signup, and our standard terms will apply.

Cancelling the Trial
To cancel you must contact us by phone on 01273 055049 or by email at careteam@helpalert24.co.uk before 11:59pm on day fourteen. Your name, address and customer reference must be provided. Equipment must be returned within seven days of cancellation using a tracked service.

Returning Equipment
Trial equipment must be returned within seven days. Customers are responsible for return postage and must use a tracked service to Maritime House, Basin Road North, Brighton, BN41 1WR. Equipment must be in original condition. If it is damaged, lost or not returned, replacement charges will apply.

Charges During the Trial
No monitoring fees are charged during the trial. Delivery charges are non-refundable and return postage is the responsibility of the customer. Equipment not returned in good condition will incur replacement costs. Once converted to a paid subscription, the initial charge is non-refundable.

Limitations
Delivery charges cannot be refunded. Customers are responsible for the security of the equipment during the trial. Response times for emergency calls are not guaranteed. Standard liability limitations apply.

6. Cancellation and Termination Rights (Post-Trial)

Cooling-Off Period (First 60 Days)
A full refund is available if equipment is returned within sixty days of delivery in its original packaging and undamaged. Setup fees are non-refundable and a delivery fee of £10 may apply. Damaged packaging or equipment may reduce the refund amount. To arrange a return contact us on 01273 055049 or at careteam@helpalert24.co.uk.

Termination Between 60 Days and 3 Months
For annual subscriptions, thirty days’ written notice is required. A full quarterly charge applies, and the termination takes effect at the end of the month following notice. Charges continue until equipment is returned. For monthly subscriptions, thirty days’ notice is required. Service continues until the end of the month following notice. No refunds are given except for overpayments or billing errors.

Termination After 3 Months
For annual subscriptions, thirty days’ notice is required. Refunds are given for unused full months, excluding setup fees and one-time costs. Refunds are calculated from the month after termination takes effect. Charges continue until equipment is returned. For monthly subscriptions, thirty days’ notice is required. No refunds are given. Service continues until the end of the month following notice.

Equipment Return Requirements
Equipment must be returned within twenty-eight days of termination using a tracked postal service. You remain responsible until it is received safely by HelpAlert. Original packaging is preferred but not required. Returns should be sent to Maritime House, Basin Road North, Brighton, BN41 1WR. Failure to return within twenty-eight days will result in replacement charges. If equipment is lost in transit without tracking, you remain liable. An administrative fee of £25 may also apply. Equipment returned damaged may reduce any refund, although reasonable wear and tear is acceptable.

Termination by HelpAlert
We may terminate immediately if payments are more than thirty days overdue, equipment is misused, the agreement is breached, false information is given, or equipment is wilfully damaged or tampered with. On termination, all outstanding charges become payable immediately. Equipment must be returned within fourteen days. We may also notify relevant parties including family members or social services if appropriate.

Liability and Limitations
HelpAlert’s liability is limited to the annual subscription fee paid. This does not limit liability for death or personal injury caused by negligence, fraud or misrepresentation, or rights that cannot be excluded by law. By agreeing to these terms you acknowledge that HelpAlert is not liable for failures by third parties, that service may be affected by circumstances beyond our control, that emergency response times cannot be guaranteed, and that we are not responsible for damage caused by forced police entry.

Data Protection and Privacy
All personal data is processed in line with UK GDPR and the Data Protection Act 2018. Calls may be recorded for training and quality purposes. Medical information is treated as confidential except in emergencies. Data may be shared with emergency services or relevant agencies where necessary. You have rights to access your personal data, request corrections, request deletion where legally possible, and withdraw consent where applicable. To exercise these rights contact careteam@helpalert24.co.uk.

Complaints
If you have a complaint you must contact us within thirty days of the issue arising. We can be reached by phone on 01273 055049, by email at careteam@helpalert24.co.uk, or by post at Maritime House, Basin Road North, Brighton, BN41 1WR. We will acknowledge complaints within two working days, investigate and respond within ten working days, escalate unresolved complaints to management, and provide a final response within twenty-one working days. If you are not satisfied, you may use the Which? Trusted Trader dispute resolution service on 02922 670040 or the Telecare Services Association complaints process. Your consumer rights under the Consumer Rights Act 2015 remain unaffected.

General Terms
A contract is formed when we accept your order and payment. These terms replace any previous agreements. Variations must be in writing and signed by both parties. We are not liable for delays outside our control, such as natural disasters, government action, strikes or network failures. If part of these terms is found unenforceable, the remainder will continue in effect. These terms are governed by English law and any disputes are subject to the exclusive jurisdiction of the English courts. You may not assign this agreement without our written consent. We may assign our rights and obligations by giving reasonable notice.

Definitions
Device or Equipment means the personal alarm system including base unit, pendant, watch or alarm band. Emergency means a situation requiring immediate assistance such as a medical emergency, accident or security concern. Key Holder means an individual nominated with authority to access the property in an emergency. Client means the person receiving HelpAlert services. Service means the 24-hour monitoring and emergency response service provided by HelpAlert. Free Trial means the fourteen-day trial offered to new customers. Trial Conversion means the automatic switch from free trial to paid subscription.

Last updated: 25 September 2025

For questions about these terms please contact us on 01273 055049 or at careteam@helpalert24.co.uk.

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Does Vitamin D really prevent falls?

Vitamin D supports bone strength but research shows it does not lower fall rates on its own. Combine Vitamin D supplements with leg-strength and balance exercises plus a safe home environment for proven fall-prevention results.

Is falling just part of getting older?

No. Most falls are linked to weak muscles, unsafe flooring or medicine side effects rather than age itself. Active adults in their 80s who train strength and balance rarely experience falls.

Why do I keep tripping and falling?

Frequent trips signal low leg strength, poor footwear, cluttered walkways or dizziness from medications. A professional falls assessment pinpoints causes so you can fix them fast.

What causes a person to keep falling?

The top triggers are weak lower-body muscles, home hazards like loose rugs and medications that drop blood pressure or cause drowsiness. Addressing all three can cut repeat falls by half.

How can I stop myself from falling?

Do leg-strength exercises three times weekly, clear floor clutter, fit grab rails, add night-lights and ask your GP to review high-risk medicines every six months.

Can you regain balance after 70?

Yes. Targeted balance drills such as heel-to-toe walking improve stability and gait speed within six weeks for most adults over 70.

Which footwear reduces trips and falls?

Choose shoes with low wide heels, rigid non-slip soles and secure fastenings. Avoid backless slippers and worn trainers that slide.

Which drugs increase fall risk?

Highest risk medicines include sleeping tablets, strong opioids, some antidepressants and blood-pressure drugs that cause sudden drops. Ask for a pharmacist review if you take 4 or more prescriptions.

Do grab bars and non-slip mats work?

Yes. Installing grab bars beside the toilet and shower plus non-slip bath mats can reduce bathroom falls by up to 50 percent. (Enquire about how we can provide your home with grab bars/non-slip mats)

How long until I feel steadier?

Confidence often rises within three weeks of regular exercise. Noticeable strength gains appear after six to eight weeks but benefits fade if you stop training.

Does omeprazole raise my fall risk?

Omeprazole does not cause dizziness, but long term use may weaken bones which increases fracture risk if a fall happens. Discuss calcium and Vitamin D in a medicine review with your doctor.

Which medical conditions cause frequent falls?

Parkinson’s disease, stroke, diabetic neuropathy and orthostatic hypotension are leading causes. Specialist physiotherapy plus home safety changes help reduce falls in these conditions.

Who is at the greatest risk of falling?

Adults over 65 who have fallen in the past year, take 4 or more medications or report balance problems face the highest fall risk and should book a comprehensive falls assessment promptly.