HelpAlert Terms & Conditions

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 £65 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 14-day free trial is available to new HelpAlert customers only and is limited to one free trial per person, household or address unless HelpAlert agrees otherwise in writing. Valid payment details must be provided when the trial is ordered. A £4.25 postage charge is payable when the order is placed. This postage charge is separate from the subscription charges explained below.

When the trial begins and ends

The free trial begins on the date the alarm is recorded as delivered by Royal Mail or the relevant delivery provider. The delivery date counts as day one of the trial. The trial ends at 11:59pm on day fourteen. Unless the customer cancels before that deadline, the trial will automatically convert to a paid annual HelpAlert subscription.

For example, where an alarm is delivered on 1 July, day fourteen ends at 11:59pm on 14 July and the paid subscription may begin and be charged on 15 July.

Charges if the trial continues

If the trial is not cancelled before 11:59pm on day fourteen, HelpAlert will charge the payment method provided when the trial was ordered.

The standard amount charged is:

ChargeAmount
Alarm setup charge: £49.99
Annual monitoring service:£300.00
Total payable after the trial: £349.99

Where the customer has selected an upgraded watch strap, an additional £19.99 will be charged.

The applicable amount will be shown during the ordering process and confirmed by email after the trial order has been placed. By placing the trial order, the customer authorises HelpAlert to take the applicable payment automatically from the payment method provided unless the trial is cancelled before the deadline.

What is included during the trial

During the 14-day trial, HelpAlert will provide:

• use of the selected HelpAlert alarm;
  
• connection to HelpAlert’s monitoring service;
  
• emergency call handling under our standard service terms; and
  
• customer and technical support.
  

No monitoring or setup fee will be charged during the trial. The £4.25 postage charge remains payable.

Customer responsibilities during the trial

The customer must:

• provide complete and accurate contact, delivery and payment information;
  
• check the alarm promptly after delivery;
  
• contact HelpAlert if the parcel has not arrived or appears to have been delivered incorrectly;
  
• test the alarm within 48 hours of delivery;
  
• keep the alarm charged and in reasonable condition;
  
• follow the operating and safety instructions provided; and
  
• contact HelpAlert before the cancellation deadline if they do not wish to continue.
  

The customer must notify HelpAlert promptly if they believe the alarm has been lost, stolen, damaged or delivered to an incorrect location.

Cancelling before the trial ends

The customer may cancel the trial at any time before 11:59pm on day fourteen by:

• calling 01273 055049; or
  
• emailing careteam@helpalert24.co.uk.
  

The customer should provide:

• the alarm user’s name;
  
• the delivery address;
  
• the customer or alarm reference, where available; and
  
• confirmation that they wish to cancel.
  

Cancellation is effective from the date and time HelpAlert receives the cancellation request. A cancellation request sent before the deadline will be accepted even where HelpAlert does not read or respond to it until after the deadline. The £4.25 original postage charge is non-refundable, except where a refund is required by law.

Returning the alarm after cancellation

Where the trial is cancelled, the alarm and all equipment supplied with it must be returned to HelpAlert within seven days of cancellation, unless HelpAlert agrees to a different timeframe in writing. HelpAlert will provide the current return address and return instructions when the cancellation is confirmed.

The customer must:

• return the alarm, charger and any accessories supplied;
  
• package the equipment securely;
  
• use a tracked postal service; and
  
• retain proof of postage and tracking information until the return has been confirmed.
  

The customer remains responsible for the equipment until it has been safely received by HelpAlert, except where the equipment was never delivered to the customer or responsibility otherwise remains with HelpAlert under applicable consumer law. Reasonable wear arising from testing the alarm during the trial will not result in a charge. HelpAlert may charge the reasonable cost of replacing equipment that is not returned, has been deliberately damaged, or has been damaged beyond what is reasonably necessary to test it. Any such charge will be explained and supported by appropriate evidence.

Cancellation after the trial has converted

Where the customer cancels after the 14-day trial has converted to a paid subscription, the cancellation will be handled under HelpAlert’s 60-day money-back guarantee and the post-trial cancellation terms.

Where the customer qualifies for the 60-day money-back guarantee, the applicable subscription payment will be refunded to the original payment method after:

• the alarm and supplied equipment have been received by HelpAlert; or
  
• the customer has provided satisfactory evidence that the equipment has been returned.
  

HelpAlert may withhold the refund until one of these conditions has been met, except where applicable law requires an earlier refund. Any upgraded watch strap must also be returned to receive a refund of the £19.99 strap charge. Refunds will normally be processed within a reasonable period after the return has been received and checked. The time taken for the refund to appear in the customer’s account may depend on their bank or payment provider.

Failed or delayed delivery

Where tracking shows that an alarm has been delivered but the customer says it has not been received, HelpAlert may ask the customer to:

• check the delivery location shown in the courier’s records or photograph;
  
• check any nominated safe place;
  
• ask other members of the household;
  
• check with immediate neighbours; and
  
• confirm whether the delivery address supplied with the order was correct.
  

HelpAlert will investigate genuinely missing deliveries with the delivery provider. Nothing in this section removes any responsibility HelpAlert has for goods before they come into the physical possession of the customer or a person identified by the customer to receive them.

Payment disputes and unauthorised orders

Customers should contact HelpAlert immediately if they believe:

• they did not place or authorise the trial order;
  
• the payment method was used without permission;
  
• the delivery address was entered incorrectly; or
  
• a payment has been taken incorrectly.
  

HelpAlert may request reasonable information to verify the order, payment, delivery and identity of the person contacting us. This may include order records, delivery information and relevant customer correspondence. This does not affect the customer’s rights to contact their card issuer or payment provider.

Statutory rights

These free-trial terms do not exclude, restrict or replace any rights the customer has under applicable consumer law. Where there is a conflict between these terms and a right that cannot legally be excluded or restricted, the customer’s statutory rights will 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: 02/06/2026

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