MediAlarm247 – TERMS & CONDITIONS

Last Updated: 09/12/2025


These Terms & Conditions (“Terms”) apply to all MediAlarm247 devices, monitoring services, subscriptions and our website (“Services”).


By purchasing, activating or using our Services, you agree to these Terms.


If you do not agree, you must not use the Services.


These Terms are written in plain English so they can be easily understood by all users, including elderly customers and their families.


1. About Us


MediAlarm247
Unit 6, Haviland House
17 Cobham Road
Ferndown
Dorset
BH21 7PE


Customer Support: 0800 688 9961


Email: hello@medialarm247.com


2. Definitions


In these Terms:

  • “We”, “Us”, “Our” means MediAlarm247.
  • “You”, “Your”, “User” means the customer or service user.
  • “Device” means any MediAlarm247 pendant, watch or personal alarm equipment.
  • “Monitoring Centre” means our TSA-accredited UK emergency response centre.
  • “Emergency Contacts” means the people you nominate for us to call in an emergency.
  • “Service Plan” means the subscription you choose for monitoring services.


3. What We Provide


3.1 The Device allows you to request help through the SOS button or, on some models, automatic fall detection.


3.2 When an alert is received, our Monitoring Centre uses the information you provide — such as medical details, medications and access instructions — to help you quickly.


3.3 Based on the situation, we may:
a) contact emergency services,
b) contact your emergency contacts, or
c) contact both.


3.4 We act in your best interests and prioritise safety at all times.


3.5 Our Monitoring Centre operates 24/7, 365 days a year.


4. Your Responsibilities


You agree to:


4.1 Provide accurate and up-to-date personal, medical and emergency contact information.


4.2 Keep the Device charged, worn correctly and in good working condition.


4.3 Test the Device at least once a month using the SOS button.


4.4 Ensure your home or workplace has suitable mobile signal for the Device to function.


4.5 Inform us immediately of any changes to your address, contact details, emergency contacts or medical conditions.


4.6 Treat MediAlarm247 staff and Monitoring Centre staff with respect.


4.7 Ensure the safety of staff who visit your property for installations or checks.


4.8 Use the Device only for genuine emergencies or safety-related communication.


5. Limitations of the Service


5.1 No fall detection technology is 100% accurate.


5.2 Device performance depends on mobile network availability, GPS accuracy and battery charge.


5.3 We cannot guarantee emergency service response times.


5.4 The Device is a support tool. It does not replace calling 999 when possible.


5.5 We are not responsible for failures caused by:

  • tampering, damage or incorrect use
  • failure to charge the Device
  • failure to test the Device
  • network outages or weak signal
  • incorrect or outdated information you provide


5.6 Regular testing is essential for reliable performance.


6. Access to Your Property in an Emergency


6.1 You agree to provide a safe way for emergency contacts to enter your property if you cannot answer the door.


6.2 If our Monitoring Centre cannot reach you or your emergency contacts, we may request emergency services to carry out a forced entry.


6.3 You are responsible for securing the property afterwards and paying any repair costs.


7. Subscription, Payments & Cancellation


7.1 Subscriptions may be monthly, quarterly or annual.


7.2 Payments must be made on time.


7.3 Services may be suspended if payments fail.


7.4 We will give 30 days’ notice of price changes.


7.5 If you cancel, you must return the Device unless you purchased it outright.


7.6 If the Device is not returned, a replacement fee may apply.


7.7 Minimum contract term is 12 months, unless a promotional rolling plan applies.


7.8 Early cancellation during the minimum term may incur fees.


7.9 If cancelling due to bereavement or medical reasons, we may waive fees at our discretion.


7.10 Automatic renewals may occur unless cancelled before the renewal date.


8. Returns, Replacement & Refunds


8.1 You have a 14-day cooling-off period under UK law.


8.2 To receive a refund, the Device must be returned in good condition.


8.3 After the cooling-off period, refunds are discretionary.


8.4 If the Device is lost, a £120 replacement fee applies.


8.5 If the Device is damaged due to user negligence, repair or replacement costs may apply.


9. Liability


9.1 We take reasonable care when providing our Services.


9.2 We are not liable for injury, loss or damage except where caused by proven negligence.


9.3 We are not responsible for:

  • delays or failures of emergency services
  • inaccurate information provided by you
  • weak mobile signal
  • circumstances outside our control (force majeure)


9.4 Our maximum liability is limited to 12 months of subscription fees.


9.5 Nothing in these Terms limits liability for death or personal injury caused by negligence.


10. Data Protection


10.1 We process your personal and medical information in line with UK GDPR.


10.2 You consent to us sharing relevant details with emergency services or emergency contacts when necessary for your safety.


10.3 You may request access, correction or deletion of your personal data.


10.4 Please see our Privacy Policy for full details.


11. Changes to These Terms


We may update these Terms.
Continued use of the Services means you accept the updated version.


12. Governing Law


These Terms are governed by the laws of England and Wales.
Any disputes will be handled by the courts of England and Wales.