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Terms & Conditions

Who we are

Here is some more information about us:

  1. We operate the website lifeline365.care.
  2. We are Pendant Alert Systems Limited, and we trade under the name Lifeline365.
  3. Our company number is 13671412.
  4. Our VAT registration number is 417243219.
  5. Our registered address is 1105 Christchurch Road, Bournemouth, Dorset, BH7 6BQ.
  6. Our trading address is 1105 Christchurch Road, Bournemouth, Dorset, BH7 6BQ.

Governing law and agreement

The Agreement and these Conditions shall be governed by and construed in accordance with the Law of England and Wales. Using Lifeline365 the User (you) is bound by the following Terms and Conditions. The GPS Smart Tracker SOS Pendant, for the purpose of the following Terms and Conditions will be identified as the SOS Pendant. ALL CALLS MADE TO THE MONITORING CENTRE ARE VOICE RECORDED AND CAN BE REPLAYED FOR TRAINING AND RESOLUTION PURPOSES.

Unless any alternative dispute resolution procedure is agreed between the Parties, the Parties agree to submit to the exclusive jurisdiction of the Courts of England and Wales in respect of any dispute which may arise out of or under this Agreement.

Who you are

By purchasing Services, you confirm that:

  1. You are at least 18 years old.
  2. You are legally capable of entering into binding contract.
  3. Where purchasing the product on behalf of someone else, you remain responsible for compliance with these terms and conditions. This includes reading and following all instructions supplied with the order. We are not responsible in any way as a result of the failure to read or follow the supplied instructions

The basis of our agreement

By purchasing Services, you agree that:

  1. Your agreement to our terms and conditions constitutes a binding contract between us
  2. The terms and conditions and your order acknowledgement email/letter set out the entire agreement between us.
  3. When purchasing online, in order to complete any purchase, you must check the ‘I Accept’ box next to the Terms and Conditions link on the checkout page.
  4. In the event of an inconsistency between the order acknowledgment email/letter and the terms and conditions, the order acknowledgement email shall prevail.
  5. When you complete a purchase on our website, a binding contract is formed, and we will send you an email confirming we’ve received your order.
  6. We reserve the right to revise our terms and conditions from time to time.

Our obligation to you

  1. Post the equipment to you within 3-5 working days of receipt of appropriate payment and necessary information required for the Services being supplied. All shipping will be via Royal Mail First class, tracked delivery.
  2. Provide Services that are free from material defects in design, material and workmanship.
  3. Provide Services that comply with all applicable statutory and regulatory requirements for supplying the Service in the United Kingdom.
  4. Reserve the right to make any changes to the Services necessary to comply with any applicable law or safety requirement. We will notify you in writing should this happen.
  5. Be fair and reasonable in responding to any complaints made by you.

Your obligation to us when purchasing a 24/7 monitored SOS Personal Alarm

Keyholder and access

  1. Obtain permission from the key holders provided in the customer information form for us to contact them in the event you activate your personal alarm service.
  2. Give the key holders a key to your property, as well as any alarm codes.
  3. If you have a key safe, you consent to us sharing this code with your doctor or the emergency services.

Care of equipment

  1. Treat the equipment with reasonable care. You are responsible for any damage caused (excluding fair wear and tear).
  2. Wear the SOS Pendant Alarm at all times
  3. It is the responsibility of the User (you) to ensure the battery unit is always kept fully charged.
  4. Where your alarm requires recharging, keep it charged in accordance with the user guide provided.
  5. Read the user guide provided and adhere to the instructions. Contact us if you do not understand any instructions provided.

 

Testing and maintenance

  1. Carry out a test call as soon as reasonably practicable to ensure that it is working correctly.
  2. Test the equipment monthly.
  3. When testing monitored equipment, notify the respondent at the monitoring centre that is it only a test call as quickly as possible to prevent false alarms. Let us know as soon as possible if the equipment is not working.
  4. When purchasing a SOS Pendant Alarm, switch the device off for 3-4 minutes once a month, before switching it on again. Then carry out the monthly test.
  5. Then inform us immediately if the equipment is not working properly

 

General use

  1. Co-operate with us in all matters relating to the Services.
  2. Ensure that your telephone line is fully operational
  3. Not use the Services or equipment for any commercial purpose (unless agreed otherwise in writing by us).
  4. Give us any information we reasonably require to provide the Services and in a reasonable time frame.
  5. Notify us promptly of any changes to your contact details, Your medical history, Emergency contact, Any key safe code, Any change in location of any key safe

Services Terms

You may choose between two monitoring plans:

  • 24/7 Monitoring Service — connects you to a trained Monitoring Centre.
  • Family & Friends Monitoring — alerts up to three nominated individuals via SMS and calls.

For 24-hour monitoring service

The Monitoring Centre will answer all calls and requests from the SOS Pendant 24 hours, 7 days a week, 365 days of the year, providing the User (you) adheres to the Terms set out in the Agreement.

The UK Monitoring Centre is a regulated TSA-TEC, Certified Cat-1 Receiving Centre and will reasonably endeavour to answer 99.99% of all alarm activations within 60 seconds, including automated test calls. In the unlikely event that the

Monitoring Centre is unable to function, alternative arrangements will be put in place as quickly as possible to minimise any delay in answering calls.

The Monitoring Centre when receiving a call for assistance will contact either the dedicated Next of Kin, Doctor or the Emergency Services, as is deemed appropriate to the situation.

When registering a new service, it is the responsibility of the User (you) to ensure all information we require is correct. Failure to provide all such information may lead to the suspension or termination of the account.

The User (you) understands that the purpose of Tele-Care is to support the User (you) in or away from your home, reducing the risks of independent living, however it cannot eliminate risks completely. Reasonable care will be taken to ensure that all alerts are handled correctly. Sensors do occasionally give false alerts and may fail to respond to a valid event: It is important to test the alarm regularly.

The facility of the SOS Pendant is intended for use only in situations where the User (you) requires immediate assistance.

This Service is only available within the UK (excludes EU coverage).

The User (you) is responsible for all activities which occur on the account and should the User (you) suspect a security breach with the SOS Pendant, the User (you) must inform Pendant Alert Systems immediately.

For Friends and Family Monitoring service

Limitations of Family & Friends Monitoring
Unlike the 24/7 Monitoring Service, the Family & Friends option:

  • Does not guarantee an immediate or lifesaving response, as your contacts may be unavailable or unresponsive at the time of alert.
  • This Service is only available within the UK (excludes EU coverage).
  • Transfers the responsibility for response entirely to your nominated contacts. You acknowledge and accept this risk when choosing the service.

Setup & Contact Responsibilities

Nominated Contacts

  1. You must provide accurate information for your three emergency contacts at set-up.
  2. You are responsible for ensuring these contacts:
  • Are willing and able to respond to alerts at any time.
  • Understand how to operate the device (e.g., answering the call and checking GPS location when prompted).

Response Protocols

Your contacts will be SMSed and called—even if you accidentally trigger the alarm. You should tell them immediately it’s a false alert.

Pendant Alert Systems is not responsible if your contacts fail to respond or are unable to assist.

Payment subscriptions for both 24-hour monitoring service and family and friends monitoring

The User (you) will be liable for any costs Pendant Alert Systems incur due to the User (you) failing to make the correct payment on the payment due date or providing incorrect bank account details. A fee of £10 will be charged for each failed payment plus any further administration costs Pendant Alert Systems incur. Should the User (you) experience difficulties in making payments, please contact Pendant Alert Systems on 0800 246 5520.

Should the User (you) fail to submit the correct payment on the payment due date, unless previously agreed, Pendant Alert Systems reserve the right to suspend or cancel the service.

Any changes to your chosen subscription fee, Pendant Alert Systems will provide written notice to the User (you), within 30 days of such notice taking effect.

VAT exemption: Refers to the government tax relief scheme that allows people with a disability or long-term medical condition to pay for an emergency alarm call system without paying VAT. You are responsible for any unpaid VAT if it later deemed that you were not eligible for VAT exemption.

Access to the home in an emergency for 24-hour monitoring service

The User (you) agrees to provide Pendant Alert Systems with up to date details of all nominated contacts/keyholders in order to gain access to the property of the User (you) in the event of an emergency and where the User (you) is unable to open the door. Updated details to include, change of nominated contacts/keyholders, change of phone number, change of address and pending holiday dates.

If in the event the Monitoring Centre are unable to contact either the User (you) or the nominated contacts/keyholders, they may call the Emergency Services to facilitate a forced entry in such circumstances, therefore, it is important that the User (you) understands and accepts that the liability for securing the property and any associated repair costs, are the responsibility of the User (you).    

Cancellations

Should you choose to cancel the Service, the User (you) agrees to notify Pendant Alert Systems immediately via telephone on 0800 246 5520 or email: info@pendantalertsystems.com

Warranty for services

  1. We warrant that on delivery of any equipment that you have purchased outright that it will be covered by a warranty for 12 months. In the unlikely event that the equipment has or develops a fault in the warranty period then you will notify us as soon as possible and we will send out a replacement.
  2. There is no warranty for any damage to the equipment caused by wilful damage, tampering, disconnection, rewiring, accident, negligence (by you or a third party), or use of the equipment in a way not recommended in the user guide or manufacturer’s instructions. We reserve the right to charge you for any repairs or maintenance required as a result of your actions or those of a third party.

Replacements

Should the User (you) require a replacement SOS Pendant or any components, arising from theft, loss or damage, additional fees will be charged at: SOS Pendant – £57.00, Charging Unit (complete) – £15.00, Rubber Wrist Strap – £5.00, Lanyard Strap – £5.00. 

Personal information and privacy

Personal information provided by the User (you) is subject to the Data Protection Act 2018 and GDPR 2018. Certain personal information is required to enable the provision of the service and will be entered into both Pendant Alert Systems and the UK Monitoring Centre database. Clients’ personal information is held securely in the strictest confidence to assure privacy. GPS tracking information and personal information is used for the provision of the service we provide. Certain information gained by Pendant Alert Systems and the UK Monitoring Centre may be shared with other trusted agencies where necessary to deliver the service to which you have agreed.

Automatic fall detection

Disclaimer

Please be aware that in using the automatic fall detection feature of this product, you understand and accept that the equipment will not detect 100% of falls. Falls can come in many different ways and the fall detector is not guaranteed to detect every fall. We recommend that the user manually activates the device whenever possible.

The fall detection technology in this product does not allow the analysis and interpretation of all fall situations. Soft falls, slumping falls, descent-controlled falls against a wall or a chair, etc… may not be detected by our products.

Due to limitations of the technology used, and the target to minimise false alarms, not all falls (even some dangerous-heavy falls) will be detected, this is the reason why the presence of the manual trigger on the products remains vital for the user and should be used whenever possible. We accept no liability for the failure of the automatic fall detection not detecting a fall event.

Network signal limitations

Disclaimer

By using this product, you understand that these devices work using a combination of mobile phone signal (GSM/GPRS) and/or GPS location signal. We are not responsible, in any way, for any failure of a product or service based upon, arising from, or in consequence of a total or partial failure of the GSM/GPRS or GPS signal. You acknowledge in purchasing this type of equipment that mobile phone signal can be unreliable, and signal quality can vary dramatically even in the same location. We are not responsible in any way when the product does not connect with, or is unable to connect to, the mobile phone or GPS networks. This exclusion of liability includes where we have provided you with the SIM card inside the Personal Alarm.

Complaints

 

If you have any complaints about our Services please contact us at Pendant Alert Systems, 1105 Christchurch Road, Bournemouth, Dorset, BH7 6BQ or info@pendantalertsystems.com

Events outside of our control

 

Protection We will not be liable for any delayed performance of, or a failure to perform, any of our obligations under this agreement as a result of an event outside of our control. Events outside of our control are commonly known as a ‘Force Majeure Event’. Force Majeure Events include (but are not limited to):

  1. Acts of God
  2. Unavoidable casualty
  3. Delays in delivery of materials
  4. Embargoes
  5. Government orders
  6. Acts of civil or military authorities
  7. Act by common carriers, emergency conditions (including weather conditions) incompatible with safety or good quality workmanship
  8. Any similar unforeseen event that renders performance not commercially viable.

 

Our obligation under these Terms are suspended for the period that the Force Majeure Event continues and we will extend the time to perform these obligations for the duration of that period. We will take reasonable steps to bring the Force Majeure Event to a close or to find a solution by which our obligations under this agreement can be performed despite the Force Majeure Event.