Terms and Conditions

Assistance 24/7 Limited
Company Number: 14188112
Dept 4519, 43 Owston Road, Carcroft, Doncaster, England, DN6 8DA
Contact: 01225 29 0999
Email: help@assistance247.co.uk
 

1. Governing Law & Jurisdiction

1.1 These Terms and Conditions, together with the Agreement, shall be governed by and construed in accordance with the laws of England and Wales.
1.2 By using the services of Assistance 24/7 Limited, you agree to be bound by these Terms.
1.3 Unless the parties agree to an alternative dispute resolution process, all disputes shall be submitted to the exclusive jurisdiction of the Courts of England and Wales.

2. Service Provision

2.1 The Assistance 24/7 Limited Emergency Response Centre operates 24 hours a day, 7 days a week, 365 days a year, subject to the customer adhering to these Terms.
2.2 Upon receiving an alarm call, the Response Centre will contact the nominated next of kin, a doctor (if requested), the emergency services, or whichever is deemed most appropriate to the situation.
2.3 Assistance 24/7 Limited will endeavour to check all GPS and alarm systems regularly by assisting users with monthly maintenance and testing.

3. Customer Responsibilities

3.1 Customers must:

• Keep the unit battery charged at all times.

• Test the alarm equipment at least once a month by pressing the SOS button.

• Inform the Response Centre immediately of any equipment problems.

• Provide accurate and up-to-date details of nominated contacts and key holders.

• Notify Assistance 24/7 Limited of any changes to contact details, next of kin, address, telephone numbers, holidays, or medical details.

• Allow staff safe access to their property for installation, maintenance, or in emergencies.

• Maintain the equipment in clean and safe condition.

• Act respectfully and appropriately with Assistance 24/7 Limited staff and TSA Monitoring Centre staff.

3.2 Failure to keep customer details up to date may result in suspension or termination of services. Customers remain responsible for all activity linked to their account.

4. Equipment & Usage

4.1 Customers must ensure the personal alarm is tested monthly and understand how the equipment works.
4.2 The Fall Alarm requires activation and will be demonstrated via telephone during an introductory call.
4.3 Assistance 24/7 Limited cannot be held responsible for service failure caused by:

• Tampering with or incorrect use of equipment.

• Disconnection or rewiring.

• Failure to charge the battery.

• Failure to test the alarm.

• Circumstances beyond our control (e.g., telecoms or power failures).
  4.4 If the equipment fault is caused by Assistance 24/7 Limited, a replacement unit will be provided as soon as possible.

5. Monitoring & Response Standards

5.1 The control centre, managed by an accredited TSA Platinum Monitoring Centre, will endeavour to answer 99.99% of alarm activations within 60 seconds.
5.2 All alarm activations, including automated test calls, are answered. In the unlikely event of service disruption, alternative arrangements will be made promptly.
5.3 All calls are voice recorded for training, quality assurance, and safety purposes.

6. Access to Property

6.1 Customers agree to provide a safe means of access to their property for nominated contacts or emergency services in urgent situations.
6.2 If neither the customer nor key holders can be contacted, the Response Centre may call the emergency services to facilitate entry.
6.3 The customer is responsible for securing the property and covering any costs arising from forced entry.

7. Fees & Payments

7.1 Customers agree to pay recurring service fees on a monthly, quarterly, or annual basis via direct debit, bank transfer, or standing order.
7.2 Assistance 24/7 Limited reserves the right to amend service fees, giving at least 30 days’ written notice.
7.3 If payments are missed:

• A £10 fee will be charged for each failed payment.

• Interest may be applied at 5% above the Bank of England base rate per annum on overdue balances.

• Reasonable administration costs incurred may also be charged.
  7.4 If you experience payment difficulties, you must notify your account manager immediately.

8. Suspension & Termination

8.1 Services may be suspended or cancelled if payments are not received in full and on time.
8.2 Any outstanding fees become immediately payable upon termination.
8.3 If terminated during the minimum contract period or a renewal period, the customer remains liable for the remaining subscription balance.

9. Cancellations & Returns

9.1 Customers may cancel their order before the contract is made, without liability.
9.2 Customers have 30 calendar days from the date of contract to cancel without reason, except where goods are made to special requirements.
9.3 Goods must be returned undamaged and in full packaging at the customer’s expense. A refund will be issued minus delivery costs.
9.4 If goods are defective, refunds will be made in full, including delivery costs.
9.5 If alarms are returned damaged, tampered with, or incomplete, customers may be charged for the cost of the equipment.

10. Liability

10.1 Telecare reduces, but does not eliminate, risks associated with independent living.
10.2 Sensors may occasionally produce false alerts or fail to activate in genuine emergencies. Customers must continue to test equipment regularly.
10.3 Reasonable care will be taken to ensure alerts are handled correctly. Assistance 24/7 Limited cannot accept liability for issues outside its reasonable control.

11. Restrictions on Use

11.1 Customers must not:

• Use alarms or monitoring services for commercial purposes unless expressly authorised.

• Disassemble, modify, reverse engineer, or distribute equipment or software.

• Transfer or sell accounts to another person.
  11.2 Breach of this clause may result in termination of services and legal action.

12. Data & Privacy

12.1 Customers agree that information provided to Assistance 24/7 Limited or its monitoring centre may be processed and, where necessary, shared with professional agencies to deliver services safely and effectively.
12.2 Personal information will always be handled in line with applicable data protection obligations.

13. Complaints

13.1 Assistance 24/7 Limited takes complaints seriously. Customers should contact the support team in the first instance.
13.2 Complaints will be acknowledged promptly and investigated fairly, with updates provided until resolution.
13.3 If unresolved, customers may escalate to external bodies or courts as provided under Section 1.