Returns, Refunds and Replacements Policy

1. Our commitment

Medi Alarm 247 Limited wants Customers to be satisfied with their Equipment and Monitoring Service.

This policy explains:

• how to cancel and return Equipment;
• what happens during a 30-day money-back guarantee period;
• the difference between purchased and loaned Equipment;
• who pays return postage;
• how faulty Equipment is handled;
• when refunds are issued;
• when repair or replacement may be offered; and
• how to contact us about a return.

Nothing in this policy affects your statutory consumer rights.

2. About Medi Alarm 247

This policy is operated by:

Medi Alarm 247 Limited
Company number: 13634557

Postal, correspondence and returns address:

Medi Alarm 247 Limited
Unit 5
17 Cobham Road
Ferndown
Dorset
BH21 7PE

Telephone: 0800 688 9961
Email: hello@medialarm247.com
Website: www.medialarm247.com

Our normal customer-service hours are Monday to Friday, 9am to 5pm, excluding public holidays.

3. Scope of this policy

This policy applies to:

• personal safety alarm pendants;
• personal safety alarm watches;
• charging docks;
• charging cables and plugs;
• straps and lanyards;
• SIM cards supplied as part of the Service;
• accessories;
• Monitoring Service subscriptions;
• 30-day money-back guarantees;
• repairs;
• replacements; and
• refunds.

It applies to consumer Customers who obtain the Service mainly for personal or domestic purposes.

Different arrangements may apply to business, care-provider or wholesale contracts.

4. Purchased and loaned Equipment

Your Order Summary should state whether the Equipment is:

1. purchased and owned by the Customer;
2. included with the Plan and owned by the Customer; or
3. supplied on loan, rental or hire and owned by Medi Alarm 247 Limited.

Different return rules may apply depending on the ownership arrangement.

4.1 Customer-owned Equipment

Customer-owned Equipment normally only needs to be returned where:

• the Customer exercises a statutory cancellation right;
• the Equipment is faulty;
• the Equipment is not as described;
• the wrong Equipment was supplied;
• an agreed exchange is being arranged; or
• Medi Alarm 247 agrees to accept a discretionary return.

Cancelling the Monitoring Service after the applicable cancellation period does not normally require Customer-owned Equipment to be returned.

4.2 Loaned Equipment

Loaned Equipment remains the property of Medi Alarm 247 Limited.

It must be returned when:

• the money-back guarantee is claimed;
• the Monitoring Service ends;
• the Equipment is replaced;
• we request its return because of a fault or upgrade;
• the account is closed; or
• another agreed return event occurs.

The Customer must not sell, transfer, dispose of, dismantle or retain loaned Equipment after the return deadline.

5. The 30-day money-back guarantee

Where a 30-day money-back guarantee applies, it will be confirmed in the Customer’s Order Summary.

Unless the Order Summary states otherwise, the guarantee period begins on the Service activation date and continues for 30 consecutive calendar days.

The Customer may cancel during the guarantee period without giving a reason.

To avoid the first subscription payment, the Customer must clearly notify us of cancellation no later than the final day of the guarantee period.

Cancellation may be requested by:

Telephone: 0800 688 9961
Email: hello@medialarm247.com

or by post to the address in section 2.

Where Equipment has been supplied on loan:

• it must be returned after cancellation;
• we will provide return instructions;
• the return should be made within 14 days of receiving those instructions; and
• the supplied accessories should be returned with the main device.

No standard monitoring subscription fee will be charged where:

• the cancellation request is received within the guarantee period; and
• the Customer complies with the reasonable return requirements.

Where loaned Equipment is not returned after reminders and a reasonable opportunity to return it, a reasonable non-return or replacement charge of up to £120 may apply.

Normal wear and tear during a genuine guarantee period will not result in a charge.

The money-back guarantee is an additional contractual benefit and does not reduce statutory consumer rights.

6. Statutory right to change your mind

Where a consumer enters into a contract online, by telephone or away from our business premises, they will normally have a statutory cooling-off period.

6.1 Purchased Equipment

For Customer-owned Equipment, the cancellation period will normally end 14 days after the day the Equipment is received.

The Customer does not need to provide a reason for cancelling.

The Customer must clearly tell us that they wish to cancel before the cancellation period expires.

After cancelling, the Equipment should normally be returned within 14 days.

6.2 Monitoring Service

For the Monitoring Service, the statutory cancellation period will normally end 14 days after the contract is entered into.

Where the Customer expressly asks us to begin a paid Service during the statutory cooling-off period and later cancels, we may charge a proportionate amount for the Service already provided where legally permitted.

No monitoring charge will be made for a period covered by an applicable money-back guarantee.

6.3 How to exercise the right to cancel

The Customer may cancel by making any clear statement that they wish to cancel.

No particular form or wording is required.

The optional cancellation form contained in our Terms and Conditions may be used, but it is not compulsory.

7. Condition of change-of-mind returns

A Customer may inspect Customer-owned Equipment in the same way that they reasonably could in a physical shop.

The Customer may:

• open the delivery packaging;
• inspect the Equipment;
• check its size, appearance and features;
• switch it on where reasonably necessary;
• check that the contents are complete; and
• handle it sufficiently to decide whether it is suitable.

The Customer should not:

• use the Equipment more than reasonably necessary to inspect it;
• deliberately damage it;
• alter or reprogramme it;
• remove or replace the supplied SIM;
• attempt an unauthorised repair;
• engrave or permanently personalise it;
• dispose of accessories; or
• return a different device.

Where handling of Customer-owned Equipment goes beyond what is reasonably necessary to establish its nature, characteristics and functioning, we may reduce the refund to reflect any proven loss in value where the law allows.

The reduction will be reasonable and based on the actual condition of the returned Equipment.

We will not automatically refuse a statutory return merely because:

• the outer packaging has been opened;
• the original delivery packaging is unavailable;
• the Equipment has been reasonably inspected; or
• the Customer has performed an initial test.

Original packaging is helpful but is not required for a valid statutory return.

8. Returning loaned Equipment after cancellation

Loaned Equipment should normally be returned within 14 days after the Customer receives our return instructions.

Unless we provide a different address in writing, returns should be sent to:

Returns Department
Medi Alarm 247 Limited
Unit 5
17 Cobham Road
Ferndown
Dorset
BH21 7PE

The return should include, where originally supplied:

• the alarm pendant or watch;
• charging dock;
• charging cable;
• plug;
• strap;
• lanyard;
• SIM card;
• protective case; and
• other reusable accessories.

The Equipment should be:

• reasonably clean;
• securely packaged;
• protected against damage in transit;
• identifiable to the correct account; and
• free from unauthorised alterations.

A note should be included showing:

• the Customer’s name;
• the User’s name, if different;
• the service address;
• the account or telephone number;
• the reason for return; and
• any return reference provided by us.

The Customer should obtain and retain proof of postage.

9. Return postage

9.1 Change-of-mind returns

Unless the Order Summary, promotion or return instructions state otherwise, the Customer is responsible for the direct cost of returning non-faulty Equipment following a change-of-mind cancellation.

We will tell the Customer where and how the Equipment should be returned.

9.2 Loaned Equipment after ordinary cancellation

Unless we agree otherwise, the Customer is responsible for the standard cost of returning loaned Equipment after ordinary cancellation.

Where a prepaid return label is supplied, it should be used in accordance with the instructions provided.

9.3 Faulty, incorrect or damaged Equipment

Medi Alarm 247 will pay the reasonable standard return cost where Equipment:

• is faulty;
• was damaged before delivery;
• is not as described;
• is not fit for its stated purpose;
• is the wrong item; or
• must be returned because of our error.

The Customer should contact us before paying for an upgraded or unusually expensive return service.

We may be unable to reimburse unnecessary premium delivery costs that were not agreed in advance.

9.4 Collection arranged by us

Where we arrange collection, the Customer must make the Equipment reasonably available at the agreed time.

The Customer will not be responsible for return postage where we have agreed to collect the Equipment.

10. Equipment damaged during delivery

The Customer should inspect the Equipment promptly after delivery.

Please contact us as soon as reasonably possible where:

• the parcel is visibly damaged;
• the Equipment is damaged;
• an item is missing;
• the wrong item has been supplied; or
• the Equipment does not switch on or charge.

Where possible, please retain:

• the packaging;
• the delivery label;
• photographs of the damage;
• photographs of the parcel; and
• details of the delivery date.

Not providing photographs or packaging will not automatically remove statutory rights.

Where delivery damage is confirmed, we may provide:

• replacement Equipment;
• missing accessories;
• repair;
• collection;
• a refund; or
• another appropriate remedy.

11. Faulty Equipment

Equipment supplied by Medi Alarm 247 must be:

• of satisfactory quality;
• fit for its stated purpose; and
• as described.

The Customer should report a suspected fault as soon as reasonably possible.

Contact us using:

Telephone: 0800 688 9961
Email: hello@medialarm247.com

We may ask the Customer to:

• charge the Equipment;
• clean the charging contacts;
• restart the Equipment;
• perform a test call;
• confirm the screen status;
• check mobile connectivity;
• allow remote troubleshooting;
• provide a photograph or video; or
• return the Equipment for inspection.

These troubleshooting steps will not be used to delay or avoid a statutory remedy.

12. Faulty Equipment within 30 days

Where Customer-owned Equipment is faulty, not as described or not fit for its stated purpose, the Customer may have a statutory short-term right to reject it within 30 days.

Where that right applies, the Customer may request a refund.

The Customer may instead choose a repair or replacement where appropriate.

The 30-day period may be paused where the Customer agrees to a repair or replacement and will resume in accordance with applicable consumer law.

For loaned Equipment, we will normally repair or replace the faulty Equipment promptly because ownership remains with Medi Alarm 247.

Nothing in this policy removes any statutory right to reject faulty goods.

13. Faults reported after 30 days

Where a fault is reported after the initial 30-day period, the Customer may be entitled to:

• repair;
• replacement;
• repeat performance;
• price reduction;
• a partial refund;
• a final right to reject; or
• another remedy required by law.

We will normally offer repair or replacement first where that is the legally appropriate remedy.

A repair or replacement must be provided:

• within a reasonable time;
• without significant inconvenience to the Customer; and
• without charging the Customer for necessary standard costs.

Where repair or replacement is:

• impossible;
• unsuccessful;
• not completed within a reasonable time; or
• likely to cause significant inconvenience,

the Customer may be entitled to a price reduction or final rejection remedy.

For loaned Equipment, we may provide a replacement device while the Service remains active.

14. Items that are not faulty

The following will not normally be treated as manufacturing faults:

• normal wear and tear;
• scratches or cosmetic damage caused after delivery;
• damage caused by misuse;
• damage caused by dropping or crushing;
• unauthorised repair or modification;
• removal or replacement of the supplied SIM;
• damage caused by an unsuitable charger;
• failure to follow charging instructions;
• damage caused by immersion of non-waterproof Equipment;
• damage caused by use beyond the published water-resistance rating;
• loss or theft;
• poor performance caused solely by local mobile-network conditions;
• reduced battery performance caused by age and ordinary use; or
• a feature not included with the selected device or Plan.

We will assess each case fairly.

We will not classify Equipment as misused merely to avoid responsibility for a genuine fault.

Where a fault and Customer damage may both have contributed, we will explain our findings and the available options.

15. Lost, stolen or misused Equipment

Lost or stolen Equipment should be reported immediately.

We may suspend:

• the SIM;
• device connectivity;
• portal access;
• location access; or
• other connected functions.

Customer-owned Equipment that is lost or stolen is not normally eligible for a free return or refund.

We may offer replacement Equipment at an agreed price.

For loaned Equipment, a reasonable replacement charge of up to £120 may apply where it is:

• lost;
• not returned;
• deliberately damaged;
• seriously damaged through misuse;
• sold or disposed of;
• tampered with; or
• retained after reasonable return reminders.

Before applying a charge, we will consider:

• the age of the Equipment;
• its previous condition;
• normal depreciation;
• the circumstances;
• whether reasonable care was taken; and
• whether a lower charge is appropriate.

Normal wear and tear will not result in a charge.

16. Refunds

Where a refund is due, it will be provided without undue delay.

For a statutory change-of-mind return, the refund will normally be made within 14 days after:

• we receive the returned Equipment; or
• the Customer supplies satisfactory evidence that it has been returned,

whichever occurs first, where applicable.

For a faulty-goods refund, the refund will normally be made within 14 days after we agree that the Customer is entitled to it.

Refunds will normally be issued:

• to the original payment method;
• to the person who made the payment; and
• in the same currency used for the original transaction.

We may use another method where:

• the Customer agrees;
• the original method is unavailable; or
• legal, fraud-prevention or banking requirements make this necessary.

No fee will be charged for issuing a refund.

Bank and card-provider processing times are outside our direct control after the refund has been issued.

17. Delivery-cost refunds

Where a Customer validly cancels a distance purchase within the statutory cancellation period, we will refund the standard delivery charge paid for the original delivery where required by law.

Where the Customer selected a more expensive delivery method than our standard option, we are not required to refund the additional premium amount.

Where standard delivery was free, there will be no original delivery charge to refund.

Return-postage arrangements are dealt with separately in section 9.

18. Subscription refunds

18.1 During a money-back guarantee period

No standard monitoring subscription fee will be due where the Customer cancels within an applicable 30-day money-back guarantee.

18.2 After the guarantee period or cooling-off period

Unless the Order Summary states otherwise, Monitoring Plans are paid in advance and continue until cancelled.

Ordinary cancellation will normally:

• stop the next renewal; and
• allow the Service to continue until the end of the period already paid.

Payments already made for a current monthly, quarterly or annual period are not normally refunded merely because the Customer chooses to stop using the Service early.

18.3 Circumstances where a refund may be considered

A full or partial refund may be provided where:

• we collected an incorrect payment;
• payment was taken after the effective cancellation date;
• the Service was not provided with reasonable care and skill;
• a substantial paid Service was unavailable for a prolonged period;
• the User has died;
• the User has permanently entered residential care;
• the User has experienced a serious change in circumstances;
• a compassionate exception is appropriate;
• the Customer has a statutory right to a refund; or
• we otherwise agree that a refund is fair.

Refund decisions will be made reasonably and will not restrict statutory rights.

19. Incorrect or duplicate payments

The Customer should contact us promptly if they believe:

• a payment was duplicated;
• the wrong amount was collected;
• payment was taken on the wrong date;
• payment was collected after cancellation;
• a guarantee-period payment was taken incorrectly; or
• a promised refund has not arrived.

We will review:

• the Order Summary;
• payment records;
• advance-payment notices;
• guarantee period dates;
• cancellation records;
• Direct Debit records; and
• relevant communications.

Where a payment was taken incorrectly, we will arrange a refund as soon as reasonably possible.

The Customer may also have rights through:

• their bank;
• card provider;
• payment provider; or
• the Direct Debit Guarantee.

20. Exchanges

Where appropriate, we may agree to exchange Equipment because:

• the wrong item was supplied;
• the Equipment is faulty;
• a different model is more suitable;
• the selected strap or accessory is unsuitable; or
• another reasonable circumstance applies.

An exchange is subject to:

• product availability;
• any difference in price;
• the condition of the original Equipment;
• whether the original Equipment was owned or loaned; and
• the Customer’s statutory rights.

Where a higher-priced item is selected, the Customer may be required to pay the difference.

Where a lower-priced Customer-owned item is selected, an appropriate refund may be provided.

An exchange does not remove the Customer’s statutory rights.

21. Replacement Equipment

Replacement Equipment may be:

• new;
• professionally refurbished;
• recertified; or
• equivalent in age and condition,

depending on the Customer’s ownership arrangement, applicable warranty, statutory rights and the reason for replacement.

Where Customer-owned faulty Equipment is replaced under statutory rights, the replacement must meet applicable legal requirements.

Where loaned Equipment is replaced, the replacement remains the property of Medi Alarm 247 Limited.

The original loaned Equipment must be returned unless we tell the Customer otherwise.

Failure to return replaced loaned Equipment may result in a reasonable non-return charge.

22. Data and privacy when returning Equipment

Alarm Equipment may contain or provide access to:

• account details;
• contact information;
• location history;
• Emergency Contacts;
• call records;
• messages;
• portal information; or
• device identifiers.

Before returning Customer-owned Equipment, the Customer should:

• remove any personal accessories;
• sign out of any personal accounts where possible;
• remove personal content where appropriate; and
• contact us before performing a factory reset if this may affect fault diagnosis.

The Customer must not remove or dispose of a SIM owned by Medi Alarm 247.

When loaned Equipment is returned, we will take reasonable steps to:

• deactivate the device;
• remove account links;
• restrict portal access;
• reset or securely prepare the Equipment; and
• handle related personal information in accordance with our Privacy Policy.

Customers should not include unrelated documents, bank information, medication or other personal property in a return parcel.

23. Proof of purchase and account identification

We may ask for information needed to locate the order or confirm entitlement to a remedy.

This may include:

• Customer name;
• User name;
• delivery address;
• email address;
• telephone number;
• payment reference;
• account number;
• device serial number; or
• Order Summary.

A paper receipt is not essential where we can verify the purchase through other reasonable evidence.

We may request proof of identity or authority where a return or refund is requested by somebody other than the Customer.

24. Returns made by a representative

A return may be arranged by:

• the Customer;
• the User;
• a relative;
• a carer;
• an attorney;
• a deputy;
• an executor;
• an estate representative; or
• another authorised person.

We may need to confirm the person’s authority before:

• disclosing account information;
• changing payment instructions;
• issuing a refund to a different person;
• cancelling the Service; or
• making another significant account change.

We will handle bereavement and serious illness sensitively and will not request unnecessarily intrusive evidence.

25. Returns and reasonable adjustments

We will consider reasonable adjustments for Customers or Users who may have difficulty arranging a return because of:

• disability;
• illness;
• reduced mobility;
• hospital admission;
• communication difficulties;
• lack of digital access;
• bereavement;
• significant vulnerability; or
• another relevant circumstance.

Adjustments may include:

• providing written instructions;
• allowing additional time;
• communicating through an authorised representative;
• providing a suitable return label;
• helping identify the returned items;
• arranging collection where reasonable and available; or
• agreeing another practical return arrangement.

A Customer will not be charged for a reasonable adjustment itself.

Customers can request support by calling 0800 688 9961 or emailing hello@medialarm247.com.

26. How to start a return

Before returning Equipment, please contact us where reasonably possible.

This helps us:

• identify the account;
• determine whether the Equipment is owned or loaned;
• provide troubleshooting;
• confirm the correct return address;
• provide a return reference;
• explain postage arrangements;
• prevent unnecessary monitoring interruption; and
• process the return more quickly.

Contact:

Telephone: 0800 688 9961

Email: hello@medialarm247.com

Please provide:

• Customer name;
• User name, if different;
• service address;
• telephone number;
• device type;
• reason for return;
• date of cancellation where relevant; and
• details of any fault.

Unless we give a different address in writing, Equipment should be sent to:

Returns Department
Medi Alarm 247 Limited
Unit 5
17 Cobham Road
Ferndown
Dorset
BH21 7PE

27. Return inspections

Returned Equipment may be inspected to confirm:

• the identity of the device;
• whether it is complete;
• whether accessories are present;
• its physical condition;
• whether a reported fault is present;
• whether damage appears accidental or deliberate;
• whether unauthorised changes were made; and
• whether a replacement or refund is due.

We will carry out inspections fairly and within a reasonable time.

Where we believe a return has been damaged or misused, we will explain:

• the findings;
• the evidence relied upon;
• any proposed deduction or charge;
• how the amount was calculated; and
• how the Customer may dispute the decision.

28. Complaints about returns or refunds

A Customer may complain if they believe:

• a return was refused incorrectly;
• a refund was delayed;
• an incorrect deduction was made;
• returned Equipment was not recorded;
• proof of postage was ignored;
• an incorrect non-return charge was applied;
• faulty Equipment was treated as Customer damage;
• cancellation was made unnecessarily difficult; or
• statutory rights were not respected.

Complaints may be made by:

Telephone: 0800 688 9961

Email: hello@medialarm247.com

Post:

Complaints Team
Medi Alarm 247 Limited
Unit 5
17 Cobham Road
Ferndown
Dorset
BH21 7PE

Complaints will be handled in accordance with our Complaints Policy.

29. Independent consumer advice

Customers may obtain independent advice about consumer rights from the Citizens Advice consumer service.

Nothing in this policy prevents a Customer from:

• contacting Citizens Advice;
• contacting their bank or payment provider;
• using rights under the Direct Debit Guarantee;
• reporting a concern to Trading Standards;
• using an available dispute-resolution process;
• obtaining independent legal advice; or
• bringing legal proceedings.

30. Changes to this policy

We may update this policy to reflect:

• changes in law;
• changes to our Equipment;
• changes to the money-back-guarantee offer;
• changes to return arrangements;
• changes to suppliers;
• changes to our Service; or
• operational improvements.

The latest version will be displayed on our website.

A change will not remove statutory or contractual rights that a Customer has already acquired.

31. Contact us

Questions about returns, refunds, repairs or replacements should be sent to:

Customer Services
Medi Alarm 247 Limited

Unit 5
17 Cobham Road
Ferndown
Dorset
BH21 7PE

Telephone: 0800 688 9961

Email: hello@medialarm247.com

Website: www.medialarm247.com