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Medical Alarms – TERMS & CONDITIONS

1. Definitions

In these Terms and Conditions, the following definitions apply:

1.1. “Company” means MEDICAL ALARMS LTD, a company registered in the United Kingdom, with its registered address at 27 Old Gloucester Street, London, United Kingdom, WC1N 3AX.

1.2. “Customer” means the individual or organisation engaging the Company to provide the Equipment and/or Monitoring Services.

1.3. “Equipment” means the 4G SOS Panic Alarm System (including the main unit, optional wristband button, power cable, and any associated accessories) supplied to the Customer by the Company.

1.4. “Monitoring Services” means the 24/7 emergency response centre services provided by the Company (or its accredited third-party monitoring partner) to respond to alarm activations from the Equipment, where a monitoring subscription has been purchased.

1.5. “Agreement” means the contract between the Company and the Customer for the provision of Equipment and/or Monitoring Services, which is governed by these Terms and Conditions.

1.6. “Commencement Date” means the date on which the Customer accepts a written quote from the Company or otherwise agrees to engage the Company’s Services.

1.7. “Emergency Contacts” means the individuals nominated by the Customer (e.g., next of kin, keyholders, doctor) whom the Monitoring Centre may contact in the event of an alarm activation.

1.8. “Keyholder” means a person nominated by the Customer who holds keys to the Customer’s property and can provide emergency access if the Customer is unable to answer the door.

1.9. “Monitoring Centre” means the accredited TSA Platinum Monitoring Centre (or any equivalent accredited centre) operated by or on behalf of the Company.

2. Services Provided

2.1. The Company offers services including, but not limited to:

  • Supply (sale) of the 4G SOS Panic Alarm System and compatible accessories.

  • 24/7 emergency monitoring services (optional, with subscription).

  • Remote setup assistance and customer support.

  • Equipment replacement (for faulty or damaged units).

2.2. The full scope of the specific Equipment and Monitoring Services to be provided will be detailed in the product description, order confirmation, or contract provided to the Customer before any service commences.

3. Service Plans Overview

The Company offers the following service options for the 4G SOS Panic Alarm System (and similar devices):

3.1. Equipment Only (No Monitoring Subscription)

  • Customer purchases the 4G SOS unit outright (price £95 – £195).

  • The unit can be used with a compatible 4G SIM card (not supplied by Medical Alarms Ltd unless otherwise stated).

  • The Customer is responsible for arranging their own monitoring or emergency response.

  • No minimum term applies.

3.3. Battery and Charging

  • The unit contains a 500mAh backup battery.

  • The Customer must keep the unit charged according to the manufacturer’s instructions.

  • A low battery warning will be issued by the unit; failure to charge may result in the device not functioning.

4. General Terms

4.1. By engaging the Company’s Equipment and/or Monitoring Services, the Customer agrees to be bound by these Terms and Conditions.

4.2. The Company reserves the right to modify these Terms and Conditions at any time. Updated terms will be published on the Company’s website and apply to future agreements. Existing Customers will be notified of material changes at least 30 days in advance.

4.3. All Agreements are subject to availability of Equipment and the Company’s monitoring capacity. The Company will notify the Customer as soon as reasonably possible if any delays are anticipated.

5. Quotations and Pricing

5.1. Prices displayed on the website are valid at the time of purchase unless stated otherwise.

5.2. Prices are inclusive of VAT unless explicitly stated otherwise.

5.3. The Company reserves the right to amend monitoring fees with 30 days’ written notice to the Customer. If the Customer does not accept a fee increase, they may terminate the Agreement without penalty before the increase takes effect.

5.4. Additional charges may apply for:

  • Replacement of lost or damaged Equipment (see Clause 12.5).

  • Excessive voice call usage from the Equipment beyond reasonable expected use (defined as more than 30 minutes of call time per month). Any such charge will be communicated in advance.

6. Customer Responsibilities

The Customer agrees to:

6.1. Test the Equipment at least once per month by pressing the SOS button and confirming with the Monitoring Centre (if subscribed) that the alarm was received.

6.2. Keep the Equipment charged – charge the 4G SOS unit as specified in the user manual. The 500mAh backup battery requires regular charging. The Company is not liable for failure of the device due to a discharged battery.

6.3. Heed low battery warnings – when the unit issues a low battery warning, charge it immediately.

6.4. Provide accurate Emergency Contact details and notify the Company immediately of any changes to those details (including changes to next of kin, telephone numbers, address, or holidays).

6.5. Provide a means of emergency access – the Customer must nominate at least one Keyholder who can gain access to the property if the Customer is unable to answer the door. If no Keyholder can be reached, the Monitoring Centre may call emergency services to facilitate forced entry. The Customer accepts liability for securing the property and any associated repair costs.

6.6. Inform the Company of any hazards at the property that could affect the safe installation or use of Equipment.

6.7. Take reasonable care of the Equipment – keep it clean, dry, and free from damage. Do not attempt to disassemble, reverse engineer, or modify the Equipment.

6.8. Act appropriately when dealing with the Company or Monitoring Centre staff (abusive or threatening behaviour may result in termination of service).

7. Missed Appointments (for remote setup or support calls)

7.1. The Company reserves the right to charge a £20 fee to cover administrative costs if a scheduled telephone or video setup appointment has been confirmed in writing but is missed by the Customer, or if the Customer cancels with less than 24 hours’ notice.

8. Transferring Your Equipment

8.1. Your Equipment may be transferred to another person or address only with the Company’s prior written consent. If you move home, please contact the Company to discuss updating your registered address and Emergency Contacts (additional charges may apply for re-configuration).

9. Warranties and Guarantees

9.1. Equipment Warranty: The Company guarantees that the Equipment will be free from manufacturing defects for a period of 12 months from the Commencement Date. If a defect arises during this period, the Company will repair or replace the Equipment free of charge.

9.2. What is NOT covered: This warranty does not cover:

  • Damage caused by misuse, neglect, accident, or failure to follow instructions (e.g., allowing the device to become wet if not rated waterproof, dropping the device, using an incorrect charger).

  • Loss or theft of Equipment.

  • Damage caused by third-party interference or tampering.

  • Failure to charge the battery as instructed.

  • Normal wear and tear (e.g., battery life degradation over time).

  • Any device that has been disassembled or modified by the Customer.

9.3. Mobile Network Coverage:
The 4G SOS unit requires a mobile network signal to function. The Company will supply a SIM card from a recognised UK mobile network operator (please contact us for the current network used). The Company does not guarantee continuous network coverage in all locations. It is the Customer’s responsibility to check suitable 4G coverage at their address before purchase. The Company will not be liable for failed alarm activations due to poor network coverage or network outages beyond our control.

9.4. Limitation of Alarm Effectiveness:
The Customer understands that the purpose of a personal alarm is to reduce risks of independent living, but it cannot eliminate risks completely. The device may occasionally experience false alerts or, in rare circumstances, fail to respond to a valid event. The Company does not guarantee that every alarm activation will be detected or responded to without delay, but will use reasonable endeavours to maintain a high-quality service.

10. Liability

10.1. Nothing in these Terms and Conditions shall limit the Company’s liability for:

  • (a) death or personal injury caused by its negligence;

  • (b) fraud or fraudulent misrepresentation; or

  • (c) any other matter for which it would be illegal to limit or exclude liability.

10.2. Subject to Clause 11.1, the Company’s total liability to the Customer for any loss or damage arising out of or in connection with the Equipment or Monitoring Services, whether in contract, tort (including negligence), breach of statutory duty, or otherwise, shall be limited to the total price paid by the Customer for the Equipment and Monitoring Services during the 12 months preceding the claim.

10.3. The Company shall not be liable to the Customer for any indirect or consequential loss, including but not limited to loss of life, personal injury (except where caused by the Company’s negligence under Clause 11.1), or damage to property not caused directly by the Company’s negligence.

10.4. The Company will not be held liable for delays or failure to perform its obligations caused by circumstances beyond its reasonable control (“Force Majeure”), such as:

  • Mobile network outages (including the network provider used for the SIM card).

  • Power outages at the Customer’s property.

  • Severe weather, natural disasters, or acts of God.

  • Strikes, riots, or war.

  • Failure of emergency services to respond in a timely manner.

11. Payment Terms

11.1. Full payment for Equipment is required at the time of purchase, unless a deposit or instalment plan has been expressly agreed in writing.

11.2. Recurring monitoring fees (if applicable) are payable in advance by monthly, quarterly, or annual direct debit, bank transfer, or standing order.

11.3. If payment is not received by the due date, the Company may suspend the Monitoring Services until payment is made in full. Suspension of services for non-payment may result in loss of access to the alarm monitoring.

11.4. The Company reserves the right to charge interest on overdue payments at a rate of 4% per annum above the Bank of England’s base rate, calculated on a daily basis until payment is received in full. The Company may also charge a failed direct debit fee of £10 to cover reasonable administrative costs.

11.5. Replacement Equipment Fee:
If the Equipment (4G SOS unit or any accessory supplied by the Company) is lost, stolen, or damaged beyond reasonable wear and tear, the Customer will be charged a replacement fee of £75. This fee reflects the actual cost of a replacement unit. The Company will provide an invoice before charging.

14. Minimum Term, Cancellation, and Refunds

14.1. Minimum Term for Monitoring Subscriptions

If the Customer purchases a Monitoring Subscription under Clause 3.2, the minimum initial term is 12 months from the Commencement Date.

14.2. No Minimum Term for Equipment-Only Purchases

If the Customer purchases the 4G SOS unit without a monitoring subscription (Clause 3.1), there is no minimum term. The Customer owns the device outright and may use it with any compatible SIM card. The 14-day cooling-off period in Clause 13.7 still applies.

14.3. Early Cancellation by Customer (within minimum term)

If the Customer cancels the Monitoring Services before the end of the 12-month minimum term for any reason other than those listed in Clause 13.5, the Customer will be required to pay:

  • The remaining monthly fees due for the unexpired portion of the minimum term, or

  • A cancellation fee of £50, whichever is lower.

14.4. Cancellation after Minimum Term

After the initial 12-month term, the Agreement continues on a rolling monthly basis. The Customer may cancel at any time by giving 30 days’ written notice to info@medicalalarms.co.uk.

14.5. Cancellation without Penalty

The Customer may cancel the Agreement without penalty in the following circumstances:

  • The Customer moves permanently into a care home or similar facility where a personal alarm is no longer needed (evidence may be requested).

  • The Customer dies (the Customer’s estate must provide a copy of the death certificate).

  • A medical professional provides written confirmation that the Customer no longer has the mental or physical capacity to use the Equipment.

  • The Company is in material breach of these Terms and fails to remedy the breach within 14 days of written notice from the Customer.

14.6. Cancellation by the Company

The Company may terminate the Agreement immediately by written notice if:

  • The Customer fails to pay any overdue amount within 14 days of a written reminder.

  • The Customer materially breaches these Terms (e.g., misuse of Equipment, abusive behaviour to staff).

  • The Customer becomes bankrupt or enters insolvency proceedings.

14.7. 14-Day Cooling-Off Period (Distance Contracts)

If the Customer purchases Equipment or Monitoring Services online, by phone, or by post (a “distance contract”), the Customer has the right to cancel the Contract within 14 calendar days from the day the Contract was entered into, without giving any reason. To cancel, the Customer must inform the Company in writing at info@medicalalarms.co.uk. The Customer must return the Equipment in undamaged, resalable condition at their own cost. The Company will refund the full price paid for the Equipment and any monitoring fees paid in advance, but may deduct a reasonable amount for any diminution in value of the Equipment if it has been used beyond what is necessary to inspect it.

14.8. Return of Equipment on Termination

Upon termination of the Agreement for any reason, the Customer must return all Equipment to the Company within 14 days. If the Equipment is not returned, the Customer remains liable for any outstanding monthly fees until the Equipment is received by the Company in good working condition (subject to fair wear and tear). The Customer’s liability for unreturned Equipment shall not exceed the replacement fee set out in Clause 12.5.

15. Complaints and Disputes

15.1. Any complaints about the Equipment or Monitoring Services must be submitted in writing to the Company at support@medicalalarms.co.uk within 14 days of the issue arising.

15.2. The Company will acknowledge receipt of the complaint within 3 working days and will investigate and respond in writing within 14 working days of receipt.

15.3. If the Customer is not satisfied with the response, they may request that the complaint be escalated to a senior manager. If the dispute cannot be resolved amicably, both parties agree to attempt mediation before initiating legal proceedings.

15.4. If mediation fails, the dispute will be resolved in the courts of England and Wales.

15.5. The Customer also has the right to refer a complaint to the Alternative Dispute Resolution (ADR) scheme approved for the Company.

16. Data Protection

16.1. The Company complies with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018.

16.2. The Company is the Data Controller for the personal information provided by the Customer (including name, address, contact details, health information, and Emergency Contacts).

16.3. Special category data (e.g., health information) will only be processed with the Customer’s explicit consent and for the purposes of providing the Equipment and/or Monitoring Services.

16.4. Please see our separate Privacy Policy (available at www.medicalalarms.co.uk/privacy-policy) for detailed information on how we collect, use, store, and share your personal data, including:

  • How long we retain your data.

  • Your rights to access, rectify, or erase your data.

  • How to lodge a complaint with the Information Commissioner’s Office (ICO).

17. Entire Agreement

17.1. These Terms and Conditions, together with any order confirmation or contract provided by the Company, constitute the entire agreement between the Company and the Customer in relation to the provision of Equipment and Monitoring Services.

17.2. Any amendments or variations to this Agreement must be agreed upon in writing and signed by both parties.

18. Governing Law

18.1. This Agreement is governed by the laws of England and Wales.

18.2. Any legal proceedings arising out of or in connection with this Agreement shall be subject to the exclusive jurisdiction of the courts of England and Wales.

18.3. These Terms and Conditions do not affect the Customer’s statutory rights as a consumer.

19. Contacting Us

If you have any questions about these Terms and Conditions, or if you need to provide formal notice (e.g., cancellation or complaint), please contact us at:

Email: info@medicalalarms.co.uk
Telephone: 0203 5424 181
Registered Address: 27 Old Gloucester Street, London, United Kingdom, WC1N 3AX