CareFall Care – Terms & Conditions

IMPORTANT: Please read these Terms carefully before using the CareFall Care service.

CareFall Care – Terms & Conditions v2.1

Provider: CareFall Care Ltd (registered in England and Wales)

Service name: CareFall Care

Last updated: 1 February 2026

Contact: support@carefallcare.co.uk

Key Points Summary (for convenience only)

This summary is not a substitute for the full Terms, but highlights important points:

• 14-day cooling-off: If you change your mind within 14 days of delivery, you can cancel for a full refund (subject to return of the device in reasonable condition).
• Coverage issues: If the device does not work in your area due to poor mobile signal, we will treat this as a valid reason for return/refund during the cooling-off period.
• No long-term contracts: You are not tied into a 12-month contract.
• Cancel after month 1: After the cooling-off period, you can cancel the subscription after the first month. An early cancellation charge may apply in some cases to cover unrecoverable costs (device/SIM/shipping/setup). We will always tell you the amount before charging.
• Not an emergency service: CareFall Care does not replace 999 and we do not guarantee response times.
• Fair use: To maintain reliability for all customers, a daily limit of up to 5 SOS events per day applies.
• Low battery safety alerts: The device may automatically trigger alerts at critically low battery levels.
• Payments: Card payments are processed securely by Stripe. Telephony features rely on service providers and mobile networks.

1. Who we are

These Terms form a contract between you and CareFall Care Ltd (“we”, “us”, “our”).

We provide the CareFall Care personal alarm and monitoring service.

2. Your authority to enter into this contract

CareFall Care is often purchased by a family member or carer on behalf of the person who will wear the device (“the wearer”).

By entering into this contract, you confirm one of the following applies:

• You are the wearer and accept these Terms
• You are acting for the wearer with their consent or legal authority
• You are purchasing for the wearer and will ensure they understand basic safe use

You are responsible for ensuring any personal data you provide about the wearer or emergency contacts is provided lawfully and with appropriate consent.

3. What CareFall Care is (and isn’t)

CareFall Care is an assistive personal alarm system designed to help a wearer request assistance by alerting nominated contacts and/or monitoring staff through an escalation process.

The service operates on a best-effort basis using telecommunications networks and automated systems.

CareFall Care is not an emergency service. It does not replace emergency services, the NHS, or calling 999.

You must not rely on CareFall Care as your only means of obtaining emergency help.

4. Important emergency disclaimer (read carefully)

We do not guarantee that alerts will be delivered, received, or acted upon within any specific timeframe.

The service may be affected by factors outside our control, including:

• mobile network coverage
• internet connectivity
• device battery level
• device damage or misuse
• third-party service outages
• power failures
• telecommunications disruptions

CareFall Care provides assistive alert technology designed to help notify others, but like all electronic devices and communication systems failures may occur.

If the wearer is able to do so, they should call 999 directly in an emergency.

5. Device behaviour, SOS activation & low battery alerts

5.1 Manual SOS activation

The device is designed to reduce accidental activations.

Typically:

• SOS requires a deliberate press and hold (approximately 3 seconds)
• The device may play audible prompts before escalation proceeds

However, the device may not detect all incidents automatically, and alerts may not occur if the wearer is unable to activate the SOS button.

5.2 Automatic low-battery safety alerts

The device may automatically trigger alerts when the battery reaches a critically low level.

This feature exists to reduce the risk of the device becoming unavailable.

You acknowledge that:

• alerts may occur without manual SOS activation
• the wearer and/or account holder remains responsible for keeping the device charged

6. Fair use & daily SOS limit

To maintain service reliability and prevent misuse, CareFall Care applies a reasonable daily limit on SOS events (currently up to 5 SOS events per day per device).

If the limit is reached:

• alerts may be restricted until the daily reset
• in an emergency the wearer should call 999 directly if able

This policy exists to maintain system stability and availability for all customers.

7. Connectivity, coverage & UK use

CareFall Care relies on mobile network coverage and telecommunications infrastructure.

Our service may use providers including telecommunications partners and mobile network operators.

You acknowledge that:

• coverage cannot be guaranteed in all locations
• performance may vary depending on signal strength and environment
• service may be unreliable in some buildings or rural areas
• the device is intended primarily for use within the United Kingdom

Location information obtained through GPS or network positioning may not always be precise.

8. Device purchase, ownership & suitability

Unless otherwise stated at purchase, the device is sold to you and becomes your property upon delivery.

CareFall Care is designed to support independence but cannot eliminate all risks.

You remain responsible for determining whether the device is suitable for the wearer’s circumstances.

9. Pricing, payments & third-party processors

Payments are processed securely by Stripe. We do not store full card details.

Certain parts of the service rely on third-party providers including payment processors, telecommunications platforms, and mobile network operators.

We do not sell personal data and only share data where necessary to deliver the service.

10. Cooling-off period (14 days) & refunds

10.1 14-day cancellation right

You may cancel within 14 days of delivery for a full refund, provided the device is returned in reasonable condition.

Valid reasons include:

• you change your mind
• the service is unsuitable
• the wearer’s location has insufficient signal
• the device cannot be used as intended

10.2 Returns

Returned devices must be sent back promptly.

If the device is not returned or is returned damaged beyond reasonable inspection, we may reduce the refund to reflect loss in value where permitted by law.

Nothing in these Terms affects your statutory rights under UK consumer law.

11. Subscription, billing & cancellation after cooling-off

11.1 Subscription

CareFall Care includes a recurring subscription that enables monitoring and alert escalation services.

11.2 Cancel after month 1

After the cooling-off period, you may cancel after the first month. Cancellation will stop future renewals.

11.3 Early cancellation charge

If cancellation occurs shortly after the cooling-off period, a reasonable charge may apply to recover unrecoverable costs such as:

• device provisioning
• SIM activation
• shipping and packaging
• payment processing fees
• account setup costs

We will always inform you of any charge before applying it.

12. Device use, care & water resistance

The device may be described as water resistant, however:

• water resistance is not guaranteed against all conditions
• avoid prolonged immersion, high pressure water, or extreme heat
• misuse or modification may invalidate warranty or service support

13. User responsibilities

You (and where applicable the wearer) are responsible for:

• keeping the device charged
• keeping emergency contact details up to date
• ensuring nominated contacts understand they may be contacted
• using the SOS feature responsibly
• not tampering with device hardware or SIM components

Failure to meet these responsibilities may affect service performance.

14. Care journal & user-generated content

CareFall Care may offer a care journal feature.

Entries are optional and:

• not medical advice
• not continuously monitored
• not a substitute for professional care

Users are responsible for content they submit.

15. Privacy & data protection

We process personal data in accordance with UK data protection laws and our Privacy Policy.

Data may include:

• account holder details
• wearer information
• emergency contacts
• device events and operational logs
• care journal entries

Access is restricted to authorised parties. We do not sell personal data.

16. Service availability & maintenance

We aim to provide reliable service but do not guarantee uninterrupted availability.

Planned maintenance may occur and where possible we will provide notice.

Emergency maintenance may occur without prior notice.

17. Suspension or termination

We may suspend or terminate service where:

• payments are overdue
• the service is misused
• fraud or unlawful activity is suspected
• these Terms are materially breached

18. Limitation of liability

To the fullest extent permitted by law:

• we are not liable for indirect or consequential losses
• we are not liable for failures caused by factors outside our control including network outages or third-party failures
• our total liability shall be limited to what is reasonable and lawful

Nothing in these Terms limits liability for:

• death or personal injury caused by negligence
• fraud or fraudulent misrepresentation
• any liability that cannot legally be excluded

19. Changes to these Terms

We may update these Terms periodically. Updated versions will be published on our website.

Continued use of the service after changes take effect constitutes acceptance.

20. Governing law

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