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Terms & Conditions

Last updated: 17 July 2026

These Terms and Conditions apply to the personal safety alarm equipment, monitoring services and related support provided by Medi Alarm 247 Limited. Please read these Terms carefully. They explain what we provide, what we require from you, how payments and cancellations work, and the important limitations of personal safety alarm technology. Nothing in these Terms affects your statutory consumer rights.

MEDI ALARM 247

CUSTOMER TERMS AND CONDITIONS

Last updated: 17 July 2026

These Terms and Conditions apply to the personal safety alarm equipment, monitoring services and related support provided by Medi Alarm 247 Limited.

Please read these Terms carefully. They explain what we provide, what we require from you, how payments and cancellations work, and the important limitations of personal safety alarm technology.

Nothing in these Terms affects your statutory consumer rights.

1. ABOUT MEDI ALARM 247

1.1 Medi Alarm 247 is operated by:

Medi Alarm 247 Limited
Company number: 13634557

Business, postal and correspondence address:
Unit 5
17 Cobham Road
Ferndown
Dorset
BH21 7PE

Customer support telephone: 0800 688 9961
Customer support email: hello@medialarm247.com
Website: www.medialarm247.com

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

1.3 The alarm Monitoring Centre operates 24 hours a day, seven days a week, including weekends and public holidays.

1.4 In these Terms:

  • “we”, “us” and “our” mean Medi Alarm 247 Limited;
  • “Customer” means the person who orders or pays for the Service;
  • “User” means the person who wears or uses the Equipment;
  • “Equipment” means any alarm pendant, alarm watch, charging equipment, SIM card or accessory supplied by us;
  • “Monitoring Centre” means the monitoring and emergency-response centre that receives compatible alarm alerts;
  • “Monitoring Service” means the monitored alarm, operator-response and escalation service;
  • “Emergency Contacts” means the people nominated to be contacted in connection with an alert;
  • “Plan” means the monitoring plan selected by the Customer;
  • “Service” means the Equipment, Monitoring Service and related support supplied under the Customer’s Plan;
  • “Order Summary” means the written order confirmation showing the Equipment, Plan, charges, money-back-guarantee terms, ownership status and payment details.

2. WHO MAY ENTER INTO A CONTRACT

2.1 The Customer must be at least 18 years old and legally capable of entering into a contract.

2.2 The Customer and User may be different people.

2.3 Where the Customer obtains the Service for somebody else, the Customer confirms that:

  1. the User has been told about the Service;
  2. the User agrees to use the Equipment where they are capable of providing that agreement;
  3. the Customer has permission to provide the User’s personal information;
  4. the Customer has permission to provide the Emergency Contacts’ details; and
  5. where the User cannot provide consent, the Customer has appropriate legal authority to act on their behalf.

2.4 Equipment may be supplied for a child only where the contract is entered into by their parent, guardian or another appropriately authorised adult.

2.5 These Terms are primarily written for consumer customers. If the Service is purchased principally for business purposes, including the protection of employees or lone workers, additional business terms may apply.

3. FORMATION OF THE CONTRACT

3.1 A general enquiry, quotation, telephone conversation or product recommendation does not by itself create a contract.

3.2 The contract begins when:

  1. we accept the order; and
  2. we provide the Customer with an Order Summary or other written confirmation.

3.3 The contract consists of:

  1. the Order Summary;
  2. these Terms and Conditions;
  3. the product and charging instructions;
  4. our Privacy Policy;
  5. our Returns Policy; and
  6. any additional terms expressly accepted by the Customer.

3.4 If there is a conflict, the Order Summary takes priority regarding:

  1. the selected Equipment;
  2. Equipment ownership;
  3. the selected Plan;
  4. payment frequency;
  5. payment amount;
  6. guarantee period dates;
  7. promotional discounts; and
  8. the Service activation date.

3.5 We may decline an order where:

  1. suitable mobile-network coverage is not reasonably available;
  2. the Equipment is not suitable for the intended purpose;
  3. essential information has not been supplied;
  4. payment arrangements cannot be established;
  5. we reasonably suspect fraud or misuse; or
  6. supplying the Service would be unlawful or unsafe.

4. WHAT WE PROVIDE

4.1 Depending on the Equipment and Plan selected, the Service may include:

  1. a personal safety alarm pendant or watch;
  2. a preconfigured SIM card and mobile-network connectivity;
  3. an SOS button;
  4. two-way voice communication;
  5. GPS or network-based location information;
  6. automatic fall detection;
  7. family or carer portal access;
  8. safety-zone or geofence notifications;
  9. device-status and low-battery information;
  10. 24-hour monitoring;
  11. contact with nominated Emergency Contacts;
  12. escalation to emergency services where appropriate; and
  13. customer and technical support.

4.2 The precise features included will depend on the Equipment and Plan identified in the Order Summary.

4.3 Some features may require:

  1. a compatible smartphone;
  2. portal or application access;
  3. mobile data;
  4. location permissions; or
  5. configuration by us or a service partner.

4.4 Medi Alarm 247 is an independent commercial provider. We are not part of, operated by or affiliated with the NHS, a local authority, a GP surgery, the police, the ambulance service or another public emergency service.

4.5 We may use suitable subcontractors and service partners to provide monitoring, telecommunications, payment processing, software, fulfilment or customer support.

4.6 We remain responsible for performing our contractual obligations with reasonable care and skill.

5. THE MONITORING SERVICE

5.1 The Monitoring Centre operates 24 hours a day, every day of the year.

5.2 When a compatible alarm alert reaches the Monitoring Centre, an operator may:

  1. attempt to speak to the User through the Equipment;
  2. call the User using another telephone number;
  3. review the User’s recorded information;
  4. review available location information;
  5. contact one or more Emergency Contacts;
  6. contact emergency services;
  7. contact a carer, keyholder or workplace representative; or
  8. take another reasonable action based on the information available.

5.3 Operators will use reasonable judgement when deciding what response is appropriate.

5.4 The Monitoring Centre provides monitoring, communication and escalation support. It does not provide:

  1. medical diagnosis;
  2. medical advice;
  3. clinical monitoring;
  4. medical treatment;
  5. professional care services; or
  6. a guaranteed emergency-services response.

5.5 Emergency services retain complete control over whether they attend, how they prioritise an incident and how quickly they respond.

6. IMPORTANT SERVICE LIMITATIONS

6.1 The Service provides an additional method of requesting assistance. It cannot eliminate all risk or guarantee that every incident will be detected.

6.2 The Service is not a substitute for:

  1. calling 999 or 112 directly in an immediate emergency where this is possible;
  2. medical treatment or professional advice;
  3. appropriate care or supervision;
  4. a professional risk assessment;
  5. fire, smoke or carbon-monoxide alarms; or
  6. other safety arrangements appropriate to the User’s circumstances.

6.3 The Service depends on factors including:

  1. mobile-network availability;
  2. GPS and satellite availability;
  3. the Equipment being switched on;
  4. sufficient battery charge;
  5. the Equipment being worn or kept within reach;
  6. the Equipment being used correctly;
  7. the accuracy of the information supplied to us;
  8. environmental and geographic conditions;
  9. the availability of Emergency Contacts; and
  10. the availability and decisions of emergency services.

6.4 Mobile, internet and satellite services may experience congestion, maintenance, weak coverage or temporary outages.

6.5 GPS locations may be delayed, incomplete or inaccurate, particularly:

  1. indoors;
  2. underground;
  3. near tall buildings;
  4. in remote locations;
  5. where satellite signals are obstructed; or
  6. where mobile coverage is weak.

6.6 Any response time stated in our advertising is an operational target under normal circumstances and is not a guaranteed response time.

6.7 The Customer must not rely on the Service as the only protection for somebody who requires continuous care or supervision.

7. FALL DETECTION

7.1 Fall detection is available only on supported Equipment and where the feature has been enabled.

7.2 Fall detection analyses movement and impact patterns that may be consistent with a fall. It cannot detect every fall.

7.3 Fall detection may:

  1. fail to identify a slow or controlled fall;
  2. fail to identify a fall without sufficient movement or impact;
  3. activate where no fall has occurred;
  4. be affected by how the Equipment is worn;
  5. be affected by the User’s individual movement patterns; or
  6. fail where the Equipment is uncharged, damaged, switched off or disconnected.

7.4 The User should press the SOS button whenever assistance is needed and they are able to do so, even if they believe fall detection should have activated.

7.5 The Customer must not rely solely on automatic fall detection where the User has a significant or known fall risk.

7.6 Accidental alerts and genuine false fall alarms will not normally result in a charge or penalty.

7.7 Deliberate or repeated misuse may be dealt with under section 26.

8. HEALTH AND WELLBEING READINGS

8.1 Certain alarm watches may display estimated readings such as:

  1. heart rate;
  2. blood oxygen;
  3. temperature;
  4. blood pressure; or
  5. other wellbeing information.

8.2 These readings are intended only as general wellbeing information unless we expressly confirm that a specific feature is certified for a medical purpose.

8.3 The Equipment must not be used to:

  1. diagnose a condition;
  2. decide whether medical treatment is required;
  3. change medication;
  4. replace clinical monitoring; or
  5. delay contacting a medical professional.

8.4 Readings may be inaccurate because of movement, positioning, skin contact, circulation, temperature or other conditions.

8.5 Where the User feels unwell or believes they are experiencing an emergency, they should use the SOS function or contact emergency services rather than relying on a displayed reading.

9. WHAT HAPPENS AFTER AN ALERT

9.1 When an alert is received, the operator will attempt to assess the situation using:

  1. information provided by the User;
  2. the User’s recorded profile;
  3. available medical and safety notes;
  4. location information;
  5. access instructions; and
  6. information from Emergency Contacts.

9.2 Where the operator cannot communicate with the User, the operator may treat the alert as a potential emergency.

9.3 Depending on the circumstances, the operator may contact:

  1. emergency services;
  2. one or more Emergency Contacts;
  3. a carer;
  4. a keyholder;
  5. a family member;
  6. a workplace safety contact; or
  7. another appropriate person.

9.4 We cannot guarantee that:

  1. an Emergency Contact will answer;
  2. an Emergency Contact will be available;
  3. a keyholder will be able to obtain access;
  4. emergency services will accept a request for attendance;
  5. emergency services will attend within a particular time; or
  6. a particular outcome will be achieved.

9.5 The Customer authorises us and the Monitoring Centre to disclose information reasonably necessary to respond to an alert or protect someone’s vital interests.

10. EMERGENCY CONTACTS

10.1 The Customer must provide complete and current Emergency Contact information.

10.2 The Customer confirms that each Emergency Contact has agreed:

  1. to their details being supplied to us;
  2. to being contacted in connection with an alarm;
  3. to receiving relevant information about the User and the incident; and
  4. where appropriate, to providing reasonable assistance.

10.3 An Emergency Contact does not become responsible for paying the account unless they are also identified as the Customer or payer.

10.4 The Customer must notify us promptly if:

  1. an Emergency Contact’s details change;
  2. an Emergency Contact is no longer willing or able to assist;
  3. the User changes address;
  4. access arrangements change;
  5. key-safe details change; or
  6. relevant safety or medical information changes.

10.5 We are not responsible for a delay caused by incorrect or outdated information where we have not been informed of the change.

11. ACCESS TO THE USER

11.1 The Customer is responsible for considering how assistance will obtain access to the User’s home or other relevant property.

11.2 This may include providing:

  1. a key-safe;
  2. an authorised keyholder;
  3. access instructions;
  4. entry codes; or
  5. workplace access information.

11.3 Key-safe and access information must be kept accurate and current.

11.4 Where there is a reasonable belief that somebody is at immediate risk and normal access is unavailable, emergency services may decide to force entry.

11.5 We are not responsible for damage caused by a decision of emergency services or another third party to force entry, unless our negligence materially caused the loss.

12. EQUIPMENT OWNERSHIP

12.1 The Order Summary must state whether Equipment is:

  1. purchased by 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.

12.2 Where Equipment is purchased or expressly identified as belonging to the Customer, ownership passes to the Customer in accordance with the Order Summary.

12.3 Cancelling monitoring does not normally require Customer-owned Equipment to be returned.

12.4 Customer-owned Equipment may lose some or all safety, GPS, mobile or monitoring functions when the active Plan ends.

12.5 Where Equipment is identified as loaned or rented:

  1. it remains our property;
  2. it must be returned when the Service ends;
  3. it must not be sold or transferred;
  4. the supplied SIM must not be removed or replaced without permission; and
  5. reasonable care must be taken of it.

12.6 The Customer must not dismantle, alter, reprogramme or attempt to repair Equipment without our permission.

12.7 Normal wear and tear will not result in a charge.

12.8 For loaned or rented Equipment, a charge of up to £120 may apply where the Equipment is:

  1. lost;
  2. stolen because reasonable care was not taken;
  3. deliberately damaged;
  4. damaged through misuse;
  5. tampered with; or
  6. not returned following cancellation.

12.9 Before applying a charge, we will consider:

  1. the age of the Equipment;
  2. its condition before the incident;
  3. normal depreciation;
  4. the circumstances of the loss or damage; and
  5. whether a lower charge is appropriate.

12.10 Customer-owned Equipment that is lost or damaged is not automatically replaced free of charge. We may offer replacement Equipment at the applicable price.

13. DELIVERY AND ACTIVATION

13.1 Standard delivery is provided without an additional delivery charge unless the Order Summary states otherwise.

13.2 We aim to dispatch Equipment promptly. Delivery dates are estimates unless a particular date has been expressly agreed as essential.

13.3 The Customer must notify us promptly if the Equipment:

  1. does not arrive;
  2. arrives damaged;
  3. is incomplete; or
  4. does not appear to operate correctly.

13.4 The Monitoring Service starts on the activation date shown in the Order Summary.

13.5 The Customer must follow the setup instructions and perform an initial test alert as soon as reasonably possible.

13.6 Until the initial test has been completed successfully, the Customer should not assume the Equipment is fully operational.

14. CHARGING, TESTING AND MAINTENANCE

14.1 The Customer and User are responsible for keeping the Equipment adequately charged.

14.2 Alarm watches will normally require daily charging.

14.3 Unless different instructions are supplied with the Equipment, the watch should be charged for at least two hours each day.

14.4 Where instructed as part of the initial setup process, the Equipment should be charged for at least four hours before first use.

14.5 The Equipment must be tested:

  1. when first received;
  2. after activation;
  3. at least once each calendar month;
  4. after a prolonged period without use;
  5. after suspected damage;
  6. after a change of address; and
  7. whenever reasonably requested by us.

14.6 During a test, the User should tell the operator immediately that it is a test call.

14.7 The Customer must contact us promptly regarding:

  1. charging problems;
  2. connection failures;
  3. damage;
  4. missing accessories;
  5. repeated false alerts;
  6. unusual battery use; or
  7. any suspected fault.

14.8 We may remotely update, configure, restart or test compatible Equipment where reasonably necessary for maintenance, security or connectivity.

15. WATER RESISTANCE

15.1 Water protection differs between Equipment models.

15.2 The Customer must follow the instructions supplied for their specific Equipment.

15.3 A pendant expressly described as waterproof may be worn in a bath or shower, subject to the supplied instructions.

15.4 An alarm watch described as water-resistant may withstand light rain, sweat and minor splashes but must not be:

  1. submerged;
  2. worn in a bath;
  3. worn while swimming;
  4. exposed to high-pressure water; or
  5. treated as fully waterproof.

15.5 Damage resulting from use outside the stated water-resistance rating may be treated as misuse.

16. STANDARD PLAN PRICES

16.1 Our standard published monitoring prices at the date of these Terms are:

  • Monthly Plan: £29.99 per month
  • Quarterly Plan: £89.99 every three months
  • Annual Plan: £299.99 per year

16.2 The amount actually payable will be shown in the Order Summary.

16.3 The Order Summary will identify any:

  1. discount;
  2. introductory price;
  3. free period;
  4. bespoke Plan;
  5. additional service; or
  6. separately purchased Equipment.

16.4 A daily equivalent used in advertising is for comparison only. Payments will be collected at the frequency stated in the Order Summary.

16.5 Charges include VAT where VAT is applicable unless stated otherwise.

17. THE 30-DAY MONEY-BACK GUARANTEE

17.1 All standard Medi Alarm 247 monitoring Plans include a 30-day money-back guarantee unless expressly agreed otherwise in writing.

17.2 The applicable guarantee dates will be confirmed in the Customer Order Summary.

17.3 Unless expressly stated otherwise, the guarantee period starts on the Service activation date and lasts for 30 consecutive calendar days.

17.4 During the guarantee period:

  1. no standard monitoring subscription payment is due;
  2. the Service operates substantially as it would under the paid Plan;
  3. the Customer must comply with these Terms; and
  4. the Customer may cancel without giving a reason.

17.5 A valid payment method or Direct Debit Instruction may be required before the guarantee period starts.

17.6 Before the guarantee period begins, we will tell the Customer:

  1. the guarantee period start date;
  2. the guarantee period end date;
  3. the Plan that will follow the guarantee period;
  4. the first payment amount;
  5. the first payment date; and
  6. how to cancel.

17.7 We will send a reasonable reminder before the guarantee period ends using the Customer’s recorded contact details.

17.8 Unless cancelled, the selected paid Plan will begin automatically when the guarantee period ends.

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

17.10 The Customer does not have to provide a reason for cancelling.

17.11 Where Equipment is loaned, it must be returned in accordance with section 22.

17.12 The guarantee is an additional contractual benefit and does not reduce the Customer’s statutory cancellation rights.

17.13 Unless we agree otherwise, the guarantee is limited to one guarantee period per User or household during a 12-month period.

18. PAYMENTS AND RENEWAL

18.1 Plans are normally paid in advance.

18.2 Depending on the selected Plan, payment will be collected:

  1. monthly;
  2. quarterly; or
  3. annually.

18.3 The Plan automatically renews at the end of each billing period until cancelled.

18.4 By entering into the contract, the Customer authorises us and our payment provider to collect the agreed recurring payments.

18.5 Payments may be processed by card, Direct Debit or another agreed payment method.

18.6 Card information may be processed by an external payment provider. We do not normally store complete card details on our systems.

18.7 Payments will normally appear on the Customer’s bank statement as:

“MEDIALARM 247”.

18.8 If the payment descriptor changes, we will provide the expected descriptor before the relevant collection wherever reasonably practicable.

18.9 Cancelling a Direct Debit through the Customer’s bank does not by itself notify us that the Customer wishes to cancel the Service.

18.10 The Customer should contact us separately to cancel the contract and arrange the safe ending of monitoring.

18.11 We will not charge undisclosed setup, administration or cancellation fees.

19. CONTRACT LENGTH AND ORDINARY CANCELLATION

19.1 Our standard Plans do not have a minimum long-term commitment.

19.2 The Customer may cancel at any time without a cancellation penalty.

19.3 Unless another date is agreed, ordinary cancellation after the guarantee period or statutory cooling-off period:

  1. stops the Plan from renewing again; and
  2. takes effect at the end of the billing period that has already been paid.

19.4 The Service will normally continue until the end of the paid monthly, quarterly or annual period.

19.5 Payments already made for a current billing period are not normally refunded merely because the Customer chooses to stop using the Equipment before that period ends.

19.6 This means that an annual Customer may cancel at any time, but cancellation ordinarily prevents the next annual renewal rather than producing an automatic part-year refund.

19.7 We may provide a full or partial refund where:

  1. the User has died;
  2. the User has entered long-term hospital or residential care;
  3. there is an appropriate medical exemption;
  4. we have materially failed to provide the Service;
  5. the law requires a refund; or
  6. we agree that compassionate circumstances justify one.

19.8 Nothing in this section limits statutory cooling-off or consumer rights.

20. STATUTORY COOLING-OFF RIGHTS

20.1 Where the Customer is a consumer and the contract is entered into online, by telephone or away from our business premises, statutory cooling-off rights will normally apply.

20.2 For Customer-owned goods, the cancellation period normally ends 14 days after the day the Customer receives the Equipment.

20.3 For a service contract, the cancellation period normally ends 14 days after the day the contract is entered into.

20.4 The Customer may exercise the right to cancel by making any clear statement that they wish to cancel.

20.5 No particular wording is required.

20.6 Where the Customer expressly requests that a paid Monitoring Service begins during the statutory cooling-off period and then cancels, we may charge a proportionate amount for the Service supplied before cancellation where the law permits.

20.7 No charge will be made for monitoring delivered during an applicable money-back guarantee period.

20.8 Following valid statutory cancellation:

  1. payments will be refunded as required by law;
  2. standard delivery charges paid by the Customer will be refunded where required;
  3. Customer-owned goods must be returned within 14 days after cancellation;
  4. we may reduce a goods refund where handling went beyond what was reasonably necessary to inspect the goods; and
  5. the refund may be withheld until the goods are returned or evidence of return is supplied, where the law allows.

20.9 The Customer is normally responsible for the direct cost of returning non-faulty Equipment where this was explained before the contract was entered into.

20.10 We are responsible for reasonable standard return costs where Equipment is faulty, damaged on delivery or not as described.

20.11 Statutory rights relating to faulty goods and services continue after the cooling-off period.

21. HOW TO CANCEL

21.1 The Customer may cancel by contacting us using any of the following methods:

  • Telephone: 0800 688 9961
  • Email: hello@medialarm247.com
  • Post:
    Medi Alarm 247 Limited
    Unit 5
    17 Cobham Road
    Ferndown
    Dorset
    BH21 7PE
  • Online: through the contact form on the Medi Alarm 247 website.

21.2 A cancellation request should include:

  1. the Customer’s name;
  2. the User’s name, if different;
  3. the service address;
  4. the telephone number or email connected to the account; and
  5. the requested cancellation date.

21.3 The Customer does not have to use the optional cancellation form included at the end of these Terms.

21.4 We will confirm:

  1. that the request has been received;
  2. the effective cancellation date;
  3. whether a final payment or refund is due;
  4. whether the Equipment must be returned; and
  5. how to return it.

21.5 Customer-owned Equipment does not normally need to be returned unless cancellation takes place within the statutory cooling-off period.

21.6 Cancelling monitoring may prevent the Equipment from making monitored calls, transmitting GPS information or using other connected safety functions.

22. RETURNING LOANED EQUIPMENT

22.1 Loaned or rented Equipment must be returned within 14 days after the Customer receives return instructions unless we agree otherwise.

22.2 Unless we provide an alternative return address in writing, Equipment must be returned to:

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

22.3 The Equipment should be returned with the supplied:

  1. charging cradle or dock;
  2. charging cable;
  3. plug;
  4. strap or lanyard;
  5. SIM card; and
  6. other reusable accessories.

22.4 Unless the Equipment is faulty or we agree otherwise, the Customer is responsible for the cost of returning loaned Equipment.

22.5 We will pay reasonable standard return costs where the Equipment is being returned because it is faulty or not as described.

22.6 The Customer should obtain and retain proof of postage.

22.7 The Customer remains responsible for taking reasonable care of the Equipment until it is returned.

22.8 Returned Equipment should be:

  1. reasonably clean;
  2. securely packaged;
  3. free from deliberate damage;
  4. complete with its accessories; and
  5. free from unauthorised modifications.

22.9 We will not charge for:

  1. normal wear and tear;
  2. minor cosmetic marks caused by proper use; or
  3. faults not caused by the Customer or User.

22.10 If Equipment is not returned, we will:

  1. send at least one reminder;
  2. provide a reasonable additional opportunity to return it;
  3. explain any proposed charge; and
  4. provide an opportunity to dispute the charge.

22.11 A non-return or replacement charge will not exceed £120 for the relevant loaned alarm device.

22.12 If Equipment is returned after a charge has been paid, we will consider an appropriate refund after taking account of its condition and any reasonable costs already incurred.

23. FAULTY EQUIPMENT

23.1 Customer-owned Equipment supplied by us must be:

  1. of satisfactory quality;
  2. fit for its stated purpose; and
  3. as described.

23.2 The Monitoring Service must be provided with reasonable care and skill.

23.3 The Customer should contact us promptly if they believe the Equipment or Service is faulty.

23.4 We may ask the Customer to:

  1. charge or restart the Equipment;
  2. check the charging contacts;
  3. perform a test call;
  4. describe the displayed status;
  5. allow remote troubleshooting; or
  6. return the Equipment for inspection.

23.5 Where Equipment is faulty, we may provide:

  1. troubleshooting;
  2. repair;
  3. replacement;
  4. repeat performance of the Service;
  5. a price reduction; or
  6. another remedy required by law.

23.6 We will cover reasonable standard return costs for Equipment that is faulty, damaged on delivery or not as described.

23.7 We may apply an appropriate repair or replacement charge where inspection reasonably shows that the problem resulted from:

  1. deliberate damage;
  2. accidental damage outside any applicable cover;
  3. immersion of non-waterproof Equipment;
  4. unauthorised repair;
  5. tampering;
  6. use outside the product instructions; or
  7. other misuse.

23.8 Nothing in these Terms limits the Customer’s statutory rights.

24. LOST OR STOLEN EQUIPMENT

24.1 The Customer must notify us promptly if Equipment is lost or stolen.

24.2 We may suspend the Equipment’s SIM, portal access or connectivity to prevent unauthorised use.

24.3 A replacement charge of up to £120 may apply to loaned or rented Equipment.

24.4 Where Customer-owned Equipment is lost or stolen, we may offer replacement Equipment at the price agreed with the Customer.

24.5 The Customer should also contact the police where theft is suspected.

25. FAILED PAYMENTS

25.1 If a payment fails, we will normally:

  1. notify the Customer;
  2. explain the outstanding amount;
  3. provide a reasonable opportunity to correct the payment arrangement; and
  4. warn the Customer before monitoring is suspended.

25.2 Because the Service is safety-related, we will take reasonable steps to avoid suspension without warning.

25.3 We may suspend or end the Service where an undisputed payment remains outstanding after reasonable notice.

25.4 If monitoring is suspended:

  1. the Equipment may no longer connect to the Monitoring Centre;
  2. SOS and GPS functions may be unavailable; and
  3. the Customer must not assume the User remains protected.

25.5 We may recover properly due and undisputed charges through lawful recovery methods.

25.6 We will not impose disproportionate administration or debt-recovery fees.

25.7 Raising a genuine payment complaint or exercising a legal right will not by itself result in a penalty.

26. MISUSE AND SUSPENSION

26.1 We may suspend or end the Service where reasonably necessary because of:

  1. deliberate hoax calls;
  2. fraudulent use;
  3. repeated intentional misuse;
  4. abusive or threatening behaviour towards staff or operators;
  5. tampering with the Equipment or SIM;
  6. unlawful use;
  7. a serious security risk;
  8. a serious breach of these Terms; or
  9. an outstanding undisputed payment.

26.2 Accidental SOS activations and genuine false fall alerts are not normally treated as misuse.

26.3 Except where immediate action is necessary for safety, security or legal reasons, we will:

  1. explain the problem;
  2. provide reasonable warning; and
  3. provide an opportunity to correct the breach.

26.4 If we end the Service for a reason not caused by the Customer, we will refund monitoring payments relating to any period after termination.

27. DORMANT OR DISCONNECTED EQUIPMENT

27.1 Equipment may be classified as dormant where it has not connected to the platform for 90 consecutive days.

27.2 Before suspending a dormant device, we will make reasonable attempts to contact the Customer.

27.3 A dormant device may no longer be capable of sending monitored alerts.

27.4 Where a dormant device is suspended:

  1. we will explain how it can be reactivated;
  2. we will make clear that monitoring is no longer active; and
  3. subscription charges will be dealt with fairly according to the circumstances.

27.5 Inactivity alone does not automatically mean that the Customer has asked to cancel.

28. CUSTOMER AND USER RESPONSIBILITIES

28.1 The Customer and User must:

  1. provide accurate information;
  2. keep contact details current;
  3. keep Emergency Contact information current;
  4. follow product instructions;
  5. keep the Equipment charged;
  6. perform the required monthly test;
  7. report faults promptly;
  8. take reasonable care of the Equipment;
  9. avoid tampering or misuse;
  10. pay agreed charges when due; and
  11. tell us about changes that may affect the appropriate emergency response.

28.2 The Customer should consider whether the User also requires:

  1. professional care;
  2. a care plan;
  3. a risk assessment;
  4. a key-safe;
  5. additional safety Equipment;
  6. medical supervision; or
  7. other support arrangements.

29. PRICE CHANGES

29.1 We may change ongoing subscription prices where reasonably necessary because of:

  1. inflation;
  2. increased monitoring or telecommunications costs;
  3. increased supplier costs;
  4. changes in tax;
  5. changes in law or regulation;
  6. improvements to the Service; or
  7. another genuine change affecting the cost of providing the Service.

29.2 We will provide at least 30 days’ notice before a price increase takes effect.

29.3 The notice will explain:

  1. the existing price;
  2. the new price;
  3. the date the new price begins; and
  4. how the Customer can cancel.

29.4 The Customer may cancel before the increase takes effect without a cancellation penalty.

29.5 A price increase will not normally affect an annual period that has already been paid.

30. PERSONAL INFORMATION AND PRIVACY

30.1 Medi Alarm 247 Limited is the data controller for personal information collected through our sales, customer-service and alarm-monitoring activities.

30.2 We process information in accordance with our Privacy Policy and applicable data-protection law.

30.3 Information processed may include:

  • names and contact details;
  • addresses;
  • date of birth;
  • billing information;
  • Emergency Contact details;
  • access and key-safe information;
  • Equipment identifiers;
  • GPS and network-location information;
  • alarm and test-call history;
  • device status;
  • customer-service communications;
  • call recordings; and
  • relevant health, mobility and vulnerability information.

30.4 Where health or other special-category information is collected, we will identify an appropriate lawful basis and obtain explicit consent where required.

30.5 Accepting these Terms does not replace a separate explicit-consent process where one is legally required.

30.6 Relevant information may be shared with:

  • the Monitoring Centre;
  • emergency services;
  • Emergency Contacts;
  • payment providers;
  • mobile-network and technology providers;
  • delivery and returns providers;
  • CRM and messaging providers;
  • professional advisers; and
  • regulators or authorities where legally required.

30.7 Information will be shared only where reasonably necessary.

30.8 Calls may be recorded for:

  • responding to incidents;
  • safeguarding;
  • quality assurance;
  • staff training;
  • complaint investigation;
  • evidential purposes; and
  • legal and regulatory compliance.

30.9 We do not sell personal information to advertisers.

31. COMMUNICATIONS AND MARKETING

31.1 We may contact the Customer by:

  • telephone;
  • email;
  • SMS;
  • WhatsApp;
  • post; or
  • another agreed method.

31.2 Essential service communications may include:

  • alarm notifications;
  • battery or device warnings;
  • safety information;
  • billing notices;
  • guarantee period reminders;
  • renewal information;
  • price-change notices; and
  • service-disruption information.

31.3 Essential service messages may continue even where the Customer has opted out of marketing.

31.4 Marketing communications will be sent only where permitted by law.

31.5 The Customer may opt out of marketing by:

  • replying STOP to an appropriate SMS or WhatsApp message;
  • using the unsubscribe link in an email;
  • emailing hello@medialarm247.com; or
  • calling 0800 688 9961.

31.6 Opting out of marketing does not cancel the Monitoring Service.

32. OUR RESPONSIBILITY TO THE CUSTOMER

32.1 We are responsible for foreseeable loss or damage caused by:

  1. our breach of these Terms;
  2. our failure to use reasonable care and skill; or
  3. our negligence.

32.2 We are not responsible for loss to the extent that it results from:

  1. failure to charge the Equipment;
  2. failure to wear or carry the Equipment;
  3. failure to perform required tests;
  4. inaccurate information supplied to us;
  5. failure to notify us of changed details;
  6. unauthorised alteration or repair;
  7. misuse;
  8. mobile or GPS infrastructure failures outside our reasonable control;
  9. the independent decisions of Emergency Contacts; or
  10. the independent decisions of emergency services, except to the extent that our own breach or negligence caused or contributed to the loss.

32.3 The Service is ordinarily provided for personal and domestic use. We are not responsible for business losses where the Customer is acting as a consumer.

32.4 Nothing in these Terms excludes or limits liability for:

  1. death or personal injury caused by negligence;
  2. fraud or fraudulent misrepresentation;
  3. breach of statutory consumer rights; or
  4. any liability that cannot lawfully be excluded or limited.

33. EVENTS OUTSIDE OUR REASONABLE CONTROL

33.1 We are not responsible for delay or failure caused by an event outside our reasonable control.

33.2 Such events may include:

  • widespread mobile-network failure;
  • internet or power failure;
  • satellite or GPS disruption;
  • severe weather;
  • natural disaster;
  • national emergency;
  • industrial action;
  • government action;
  • widespread cyberattack; or
  • interruption to critical third-party infrastructure.

33.3 We will take reasonable steps to:

  1. reduce the impact;
  2. restore the Service;
  3. communicate material disruption where practical; and
  4. provide an appropriate refund where a substantial paid Service cannot be provided for a prolonged period.

34. CHANGES TO THESE TERMS OR THE SERVICE

34.1 We may make reasonable changes because of:

  1. changes in law;
  2. regulatory requirements;
  3. security requirements;
  4. changes to third-party networks or platforms;
  5. improvements to the Service;
  6. replacement Equipment or technology; or
  7. genuine operational requirements.

34.2 We will provide at least 30 days’ notice of a change that materially disadvantages the Customer, unless an urgent legal or security issue requires less notice.

34.3 The Customer may cancel without a cancellation penalty before a materially disadvantageous change takes effect.

34.4 Changes will not remove rights that the Customer has already acquired.

34.5 Merely publishing a new version online will not be treated as sufficient notice of a material change to an existing Customer’s contract.

35. COMPLAINTS

35.1 Complaints may be made using:

35.2 The complaint should include:

  1. the Customer’s name;
  2. the User’s name, if different;
  3. the service address;
  4. the account or Equipment details;
  5. an explanation of the issue; and
  6. the requested outcome.

35.3 We aim to acknowledge complaints within five working days.

35.4 We will investigate the complaint fairly and provide a response as soon as reasonably possible.

35.5 Where a complaint cannot be resolved, we will provide any alternative-dispute-resolution information that we are legally required to provide.

35.6 Customers may also obtain independent consumer advice from Citizens Advice.

36. VULNERABLE CUSTOMERS AND REASONABLE ADJUSTMENTS

36.1 We recognise that a Customer or User may require additional support because of:

  • disability;
  • illness;
  • bereavement;
  • financial difficulty;
  • communication needs;
  • reduced confidence using technology;
  • cognitive impairment;
  • a significant life event; or
  • another temporary or permanent circumstance.

36.2 We will consider reasonable adjustments, including:

  • allowing additional time during calls;
  • providing information in writing;
  • using plain and clear language;
  • communicating through a preferred method;
  • allowing a trusted person or authorised representative to assist;
  • providing additional setup support; and
  • noting relevant communication requirements.

36.3 We will not charge a Customer for a reasonable adjustment.

36.4 We will not knowingly proceed with a sale where there is a serious and unresolved concern that the Customer:

  • does not understand the essential terms;
  • is acting under pressure;
  • is being financially abused;
  • is unable to make the relevant decision; or
  • has not been given appropriate support.

36.5 Further information is provided in our Vulnerable Customer and Reasonable Adjustments Policy.

37. TRANSFERRING THE CONTRACT

37.1 The Customer may not transfer the Service to another User without our agreement because the Equipment and emergency-response information are configured for a particular person.

37.2 We may transfer our rights and obligations to another suitable organisation where:

  1. this forms part of a sale, restructuring or transfer of the business or Service;
  2. the new provider is capable of performing the contract; and
  3. the Customer’s rights are not materially reduced.

37.3 We will notify the Customer before a transfer that materially affects them.

38. GENERAL TERMS

38.1 Each section of these Terms operates separately.

38.2 If a court or competent authority finds part of these Terms unlawful or unenforceable, the remaining provisions will continue to apply.

38.3 If we delay enforcing a right, this does not mean that we have waived it.

38.4 The User may enforce provisions expressly intended to protect or benefit them.

38.5 Except for the User, no person who is not a party to the contract may enforce these Terms under the Contracts (Rights of Third Parties) Act 1999.

39. GOVERNING LAW AND COURTS

39.1 These Terms are governed by the laws of England and Wales.

39.2 If the Customer lives in England or Wales, proceedings may be brought in the courts of England and Wales.

39.3 If the Customer lives in Scotland, they may bring proceedings in the Scottish courts or the courts of England and Wales.

39.4 If the Customer lives in Northern Ireland, they may bring proceedings in the Northern Irish courts or the courts of England and Wales.

SCHEDULE 1: CUSTOMER ORDER SUMMARY

The following customer-specific information will be completed and provided to the Customer as part of their order confirmation:

Customer name: [CUSTOMER NAME]
User name, if different: [USER NAME]
Service address: [SERVICE ADDRESS]
Equipment supplied: [PENDANT / WATCH AND ACCESSORIES]
Equipment ownership: All Equipment supplied under this agreement is rented and remains the property of Medi Alarm 247 Limited.
Selected Plan: [PLAN]
Standard or promotional price: £[AMOUNT]
Payment frequency: [MONTHLY / QUARTERLY / ANNUALLY]
Money-back guarantee: All standard monitoring Plans include a 30-day money-back guarantee unless expressly stated otherwise.
Guarantee period start date: [DATE]
Guarantee period end date: [DATE]
First payment amount: £[AMOUNT]
First payment date: [DATE]
Recurring payment amount: £[AMOUNT]
Service activation date: [DATE]
Minimum commitment: None.
Rented Equipment replacement charge: Up to £120.
Return-postage responsibility: Customer, unless the Equipment is faulty, not as described, or Medi Alarm 247 Limited agrees otherwise.
Payment statement descriptor: MEDIALARM 247
Special features included: [DETAILS / NONE]
Special terms or discounts: [DETAILS / NONE]

SCHEDULE 2: OPTIONAL CANCELLATION FORM

The Customer does not have to use this form. Any clear cancellation request will be accepted.

To: Medi Alarm 247 Limited
Email: hello@medialarm247.com
Postal address:
Medi Alarm 247 Limited
Unit 5
17 Cobham Road
Ferndown
Dorset
BH21 7PE

I give notice that I wish to cancel my Medi Alarm 247 Service.

Customer name:
User name, if different:
Service address:
Account or Equipment number, if known:
Telephone number:
Email address:
Requested cancellation date:
Reason for cancellation, optional:
Date:

The Customer may provide this information by telephone, email, post or through the Medi Alarm 247 website.