Terms of service

HelpAlert Terms and Conditions

Last updated: 25 September 2025

Welcome to HelpAlert. These Terms and Conditions set out how we provide our services, your responsibilities as a customer, and how cancellations, returns and refunds are handled. Please read them carefully before placing your order.

By purchasing or using our products and services, you agree to be bound by these Terms and Conditions.

1. About Us

HelpAlert is a trading name of Help Alert Limited, a company registered in England and Wales (Company No. 15012982).

Registered office: Maritime House, Basin Road North, Brighton, BN41 1WR
Main trading address: Maritime House, Basin Road North, Brighton, BN41 1WR

Customer service enquiries:

Our monitoring service is operated by trained professionals based in a UK-accredited control room provided by Bracknell Council (Forest Care).

2. Services Provided by HelpAlert

2.1 Core Services

HelpAlert provides:

  • Supply and installation of personal alarm equipment linked to our partnered control centre.

  • 24-hour emergency monitoring, 365 days a year.

  • Emergency response, including contacting emergency services or nominated key holders.

  • Reactive access arrangements in line with the Telecare Services Association (TSA) Code of Practice.

  • Equipment maintenance and replacement for critical faults within 48 hours.

  • Non-emergency support calls.

  • Information sharing with relevant agencies where in the customer’s best interests.

  • Safeguarding and welfare reporting for suspected abuse or neglect.

2.2 Service Limitations

HelpAlert will not:

  • Guarantee emergency response times (though all reasonable efforts will be made).

  • Accept responsibility for third-party failures to respond.

  • Be liable for outages beyond our control (network issues, power failures, strikes, etc.).

  • Facilitate forced entry to properties.

  • Access GPS locations except in genuine emergencies.

3. Payment Terms and Pricing

3.1 Payment Obligations

  • All fees are payable in advance, either monthly or annually.

  • Fees remain payable during temporary absences (e.g. holidays, hospital stays, or respite care).

  • Payments must be received on time to maintain service.

  • Prices may be increased with two months’ written notice.

3.2 Price Changes

  • If your fee increases, you may cancel by giving one month’s notice.

  • Price increases will not exceed 10% per annum, except in exceptional circumstances.

4. Customer Responsibilities

4.1 Equipment Care

  • Use equipment only for genuine emergencies.

  • Keep devices charged, switched on, and tested regularly.

  • Conduct monthly test calls.

  • Report faults immediately (24-hour emergency line: 01344 786500).

4.2 Equipment Costs

You are financially responsible for lost, stolen, or damaged equipment, or for failure to return items.
Replacement charges:

  • Lifeline Alarm Band: £50

  • Lifeline Base Unit: £350

  • Pendant: £350

  • Watch: £350

4.3 Information Updates

You must promptly notify HelpAlert of any changes to:

  • Health or medication.

  • Key holder or key safe details.

  • Next of kin information.

  • Address or contact details.

4.4 Access Arrangements

  • Maintain valid key holder access.

  • Ensure any key safe is secure and accessible.

  • Notify us of absences longer than 7 days.

  • Test the device after returning from hospital or respite care.

5. 14-Day Free Trial

If you have signed up for the 14-day free trial, you can try the HelpAlert equipment and service with no obligation to continue.

5.1 How the Trial Works

  • Start date: The trial begins on the day your parcel is marked as delivered by the carrier, or on the day the device is first activated, whichever occurs later.

  • Cancelling your trial: If you decide not to continue, please contact us by phone or email before your trial period ends.

  • After the trial: Unless you cancel within the trial period, your service will automatically continue on your selected payment plan.

5.2 Returning Trial Equipment

  • Return period: Equipment must be returned within 7 days of cancellation.

  • Postage: Returns must be sent using a tracked and insured postal service. Return postage and any related costs are the responsibility of the customer.

  • Condition: All items must be returned in good working order with all original accessories and packaging (e.g. chargers, cables, lanyards, straps, and instructions).

  • Proof: Keep the tracking receipt until your return is confirmed by our team.

5.3 Loss, Damage or Missing Items

If any device or accessory is lost, damaged, or not returned, the following replacement charges apply:

  • Lifeline Base Unit: £350

  • Pendant: £350

  • Watch: £350

  • Lifeline Alarm Band: £50
    Fair wear from normal use is accepted, but accidental or deliberate damage may be chargeable.

5.4 Eligibility and Conditions

  • The 14-day free trial is available to eligible customers only and limited to one trial per household.

  • The trial offer is non-transferable and cannot be combined with any other promotion.

  • Delivery charges are non-refundable.

  • The free trial is separate from the 60-day money back guarantee. If you continue after your trial, the 60-day period begins from the original delivery date.

6. Cancellation & Termination (Post-Trial)

6.1 Cooling-Off Period (First 60 Days)

  • You may cancel within 60 days of receiving your device for a full refund of your plan payment.

  • Setup fees and delivery charges are non-refundable.

  • Equipment must be returned in original, resellable condition.

6.2 Termination: 60 Days to 3 Months

  • Annual plans: 30 days’ notice required; full quarterly charge applies.

  • Monthly plans: 30 days’ notice required; charges stop once equipment is returned (no refunds for partial months).

6.3 Termination: After 3 Months

  • Annual plans: 30 days’ notice required; unused full months refunded (excluding setup or one-time fees).

  • Monthly plans: 30 days’ notice required; no refunds apply.

7. Equipment Return Requirements

  • Equipment must be returned within 28 days of termination.

  • Returns must be sent via tracked postal service, and proof of tracking emailed to careteam@helpalert24.co.uk.

  • Failure to return within 28 days will result in a full replacement charge plus a £25 admin fee.

  • Reasonable wear and tear is accepted; damage may reduce or void refunds.

8. Termination by HelpAlert

We may terminate your service immediately if:

  • Payments are more than 30 days overdue.

  • Equipment is misused, tampered with, or repeatedly damaged.

  • False or outdated information is provided.

  • These Terms are materially breached.

Upon termination:

  • All outstanding charges become due immediately.

  • Equipment must be returned within 14 days.

  • HelpAlert reserves the right to notify family members, social services, or relevant agencies where appropriate.

9. Liability

HelpAlert’s total liability is limited to the value of subscription fees paid, except in cases of:

  • Death or personal injury caused by our negligence.

  • Fraud or fraudulent misrepresentation.

  • Breach of your statutory rights.

10. Data Protection

We process personal data in accordance with UK GDPR and the Data Protection Act 2018.

  • Calls may be recorded for training and quality purposes.

  • Data may be shared only with emergency services, healthcare providers, or partner organisations where necessary to deliver the service.

  • Customers have the right to access, correct, or request deletion of their personal data.

For privacy enquiries, contact: careteam@helpalert24.co.uk

11. Complaints

If you have a complaint, please contact us within 30 days of the issue arising.

  • Email: careteam@helpalert24.co.uk

  • Phone: 01273 055049
    We aim to acknowledge complaints within 2 working days and resolve them within 21 working days.

If your issue remains unresolved, you may escalate via:

12. Governing Law

These Terms are governed by English law.
Any disputes are subject to the exclusive jurisdiction of the courts of England and Wales.