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Terms & Conditions

What will HelpAlert Provide:

HelpAlert shall provide the following services:

  • Supply and install the Device, which is linked to our partnered control centre provided by Bracknell Council, offering 24-hour emergency monitoring, 365 days a year.
  • In the event of an emergency call, HelpAlert shall promptly contact the appropriate emergency service or designated key holder as deemed necessary.
  • The client consents to granting “reactive” access to their residence as defined in the Telecare Services Association Code of Practice. A key holder is an individual(s) nominated by the client to be contacted in case of emergency or distress and who has permission to access the dwelling using a key when a real or perceived emergency arises.
  • If no response occurs, HelpAlert will attempt to contact the client’s home and reach out to any next of kin.
  • If there is no response during an emergency visit, HelpAlert will supply the key safe code to the individual(s) nominated by the client to gain entry to the property. If entry cannot be obtained, HelpAlert will promptly inform the Police and request a welfare check.
  • Forced entry is not authorised by HelpAlert. We can only request the Police to perform a welfare check and allow them to take appropriate action.
  • In the case of a non-emergency call, HelpAlert will make reasonable efforts to resolve the inquiry.
  • HelpAlert may determine that no notification is warranted if the client’s call is believed to be in error, an inappropriate use of the system, or if the client is not in danger or distress and does not require assistance.
  • HelpAlert may override the client’s preferences if the operator deems it in the client’s best interests and may establish contact with the most suitable party.
  • HelpAlert is responsible for the maintenance of all equipment. In the event of a critical fault or health and safety concern, HelpAlert shall make every effort to repair or replace the equipment within 48 hours.
  • HelpAlert may share information with relevant agencies, including Social Services, Health, and Emergency Services, when it is reasonably believed to be in the client’s best interest. This may include disclosing details to the Fire Service for the purpose of conducting a Fire Safety check, with the client’s permission.
  • In cases of suspected or reported abuse of the client, whether physical, sexual, psychological, financial, discriminatory, or acts of neglect, HelpAlert shall promptly report such incidents to the appropriate authorities, following established safeguarding procedures.
  • We welcome all feedback regarding our services and shall handle any complaints or comments promptly.

Client Responsibilities under the HelpAlert Agreement:

The client must:

  • Payment Responsibilities: Ensure the prompt payment of monitoring and rental fees to HelpAlert, payable in advance either on a monthly basis or through a one-off payment. The monthly fee remains applicable even during the client’s absence from their residence, such as when on holiday, hospitalised, or receiving respite care.
  • Equipment Use and Maintenance:
    • Use the equipment exclusively for contacting HelpAlert in case of emergencies, including but not limited to instances of illness, accidents, home care requests, or other genuine emergencies.
    • Ensure that the device remains adequately charged. If the client is unable to do this, it becomes the responsibility of another responsible adult.
    • Refrain from switching off the device under any circumstances, as doing so would impede the ability to connect with HelpAlert.
    • Conduct monthly tests of the Device to confirm its operational status.
    • Immediately report any faults, damages, or health and safety concerns to HelpAlert using the provided 24-hour emergency telephone number (01344 786500).
    • Exercise due care in handling the equipment and accept financial responsibility for repair or replacement in case of loss, theft, accidental damage, or deliberate damage. Replacement fees are as follows: Lifeline Alarm Band (£50.00), Lifeline Base Unit (£200.00), Pendant (£250.00), Watch (£350.00).
  • Key Holder and Access Arrangements:
    • Uphold arrangements for key holder access.
    • Provide accurate and up-to-date personal information required for the service. This includes notifying HelpAlert of any changes in health, medication, key holder details, key safe combination, next of kin information, or changes in residence.
  • Termination of Service:
    • Devices returned within 30 days must be sent via a tracked postal service. The client is responsible for ensuring the device is returned safely and is liable for replacement costs if a device is lost in transit without tracking. HelpAlert reserves the right to charge a postage fee of up to £10 for the return of the device.
    • If the Device has been installed for more than 30 days but less than 3 months, a full quarter’s charge will apply. Charges will continue until all equipment is returned to HelpAlert.
    • If the client wishes to end the service before their subscription year is over, they must give HelpAlert at least 30 days’ written notice. The cancellation will take effect at the end of the following month after the notice is given. The client will receive a refund for any full months left in their subscription, starting from the month after the cancellation takes effect. This refund will not include any set-up fees, fall detection charges, or other one-time costs.
    • Inform HelpAlert of any extended absences from the premises and conduct a test call upon returning home, particularly after hospitalisation or respite care.
  • Liability and Consent:
    • Acknowledge that HelpAlert shall not be held liable for any loss or damage arising from the operation of HelpAlert equipment or for HelpAlert’s monitoring responsibilities under this agreement, except in cases where such loss or damage results from HelpAlert’s negligence, or that of its employees or agents.
    • Provide consent for all calls to be voice recorded, and for personal data to be collected, input, and stored (processed).

Limitations of HelpAlert Services:

HelpAlert will not:

  • Assume responsibility for any failure on the part of any individual, helping agency, or agencies contacted to obtain or provide appropriate help or assistance.
  • Provide a guarantee to utilise its own resources to respond to an emergency call in the event that the client’s own contact is unavailable, although it shall make reasonable efforts to do so, subject to prevailing circumstances.
  • Be held liable for any service deficiencies arising from circumstances beyond its control, such as mobile network service breakdowns, electricity supply interruptions, misuse, strikes, lockouts, or other industrial disputes.
  • Guarantee that emergency calls will be addressed within a specific timeframe from the time of acceptance. However, HelpAlert is committed to employing its reasonable efforts to deliver a prompt and efficient response to each call.
  • Facilitate or be responsible for forced entry into a property and will not assume liability for property repairs or safety measures following a police-forced entry, when deemed necessary by law enforcement.
  • Utilise the GPS website to access the users’ location except in cases of emergency.

Terms and Termination of HelpAlert Agreement

For Annual Subscriptions:

  • Termination Within the First 30 Days:
    The client retains the right to terminate this agreement within a 30-day period starting from the date of Device installation. To initiate termination, the client should contact HelpAlert at 01273 055049 or careteam@helpalert.co.uk and communicate their intention to end the agreement. If termination is completed within 30 days, no charges will be levied upon the client. However, HelpAlert reserves the right to charge a postage fee of up to £10 for the return of any devices.
  • Termination After 30 Days but Before 3 Months:
    If the Device has been installed for more than 30 days but less than 3 months, and the client is on an annual subscription, a full quarter’s charge will apply upon termination. Charges will continue until all equipment is returned to HelpAlert. To end the service, the client must provide at least 30 days’ written notice. The termination will take effect at the end of the following month after the notice is given.
  • Termination After 3 Months:
    If the client wishes to end the service after the Device has been installed for more than 3 months and before their annual subscription year is over, they must provide HelpAlert with at least 30 days notice. The cancellation will take effect at the end of the following month after the notice is given. The client will receive a refund for any full months left in their annual subscription, starting from the month after the cancellation takes effect. This refund will not include any set-up fees, fall detection charges, or other one-time costs. Charges will continue until all equipment is returned to HelpAlert.

For Monthly Subscriptions:

  • Termination of Monthly Subscriptions:
    Clients on a monthly subscription plan may terminate their service by providing at least 30 days’ written notice to HelpAlert. The cancellation will take effect at the end of the following month after the notice is given. Charges will continue until all equipment is returned to HelpAlert. No refunds are applicable for monthly subscriptions, except in cases of overpayment or billing errors.

Equipment Return:

  • Upon termination, whether for annual or monthly subscriptions, the client is responsible for returning the equipment via tracked postal service to HelpAlert. Failure to return the equipment may result in additional charges.

Termination by HelpAlert:

  • HelpAlert may terminate the rental agreement due to abuse, improper system utilisation, or non-payment of invoices. HelpAlert will notify the client and inform relevant parties, including family members and social services if necessary.

Consent and Legal Provisions:

  • By agreeing to this agreement, you grant your consent to the recording of all calls for quality assurance and monitoring purposes, as well as the processing of data provided by you, by HelpAlert.
  • HelpAlert retains the authority to subcontract the delivery of its Device service.
  • Any new Key Safe acquired from HelpAlert carries a one-year warranty.
  • All personal data furnished for the purposes outlined in this agreement shall be collected and managed in compliance with the Data Protection Act 2018 and the UK General Data Protection Regulation (UK GDPR). Upon becoming unnecessary, such data shall be securely disposed of.
  • Additional details on accessing your personal data can be found on our website.