VEE Cares Terms and Conditions

Information about us

We are VEE Cares which is the trading name and brand, and a subsidiary of VEE Network Limited. We are a company registered in England and Wales under company number 13524479 Registered address 78 Queens Road, Watford, England, WD17 2LA.

Use of our Website

Your use of our website www.veecares.co.uk, is governed by our Website Terms of Use. Please take time to read this as it contains important terms relating to your use of our site.

Structure of these Terms and Conditions

To make these Terms and Conditions easy for you to navigate we have separated them into 5 key sections:

• Section 1: Key terms (which apply to all orders) - The core contractual terms that apply to all VEE Cares products and services which confirm how and when we create a legally binding contract with you and set out important rights for you and us – including payment requirements, rights to cancel, termination, how we will handle your personal data and your right to complain.
• Section 2: General terms (which apply to all orders) - All other terms that apply to all VEE Cares products and services, including any limits to our responsibilities to you and terms regulating the operation of our contract with you.
• Section 3: 24/7 Emergency Resolution Service – Terms which apply specifically to our 24/7 Emergency Resolution Services.
• Section 4: Installation – Terms governing the installation of our products and services, whether installed by us at your premises or installed by you at home.
• Section 5: Other product specific terms - More specific rights about how we deliver specific products and services to you and to ensure that you're aware of the most important requirements in supporting you in using and operating them safely. These are also available online for your reference.

These terms apply to all of our products and services

1.1 HOW DO I ORDER PRODUCTS OR SERVICES FROM YOU?

1.1.1

Any quotation given by us before an order is placed for any of our products or services shall not constitute an offer by us to supply such products or services to you and is only valid for a period of 28 days following issue.

1.1.2

You can place an order with us to receive any of our products or services, either:

• By indicating your acceptance of these Terms and Conditions by signing the Order Form / clicking to accept (if purchased online), or
• By calling the VEE Cares Sales Line on 0333 049 4242 to place an order

The order constitutes an offer by you to purchase or, where applicable, rented products from us and/or purchases services from us.

1.1.3

We may contact you to say that we do not accept your order. If we do this, we will try to tell you promptly why and will refund any payments that we have taken without undue delay, and in any event within 14 days, using the same means of payment as used for the original transaction.

1.1.4

Your order shall only be deemed to be accepted when we accept your payment (in respect of orders made via telephone only), or when we email you to confirm acceptance of your order. A legally binding contract will then be in place between you (as the user) and us in respect of the product and/or services outlined in your order and/or your welcome letter (being the "Product(s)" and/or "Services").

1.1.5

You confirm that you are happy for us to deliver your Products and/or start to provide the Services as soon as practicable (or as soon as you are connected), rather than waiting for the 14-day cancellation period to end (as described in this section 1 below).

1.1.6

Commitments only apply to the user of the Products and Services who is party to this legally binding contract with us, even if someone else placed the order or makes a payment.

1.2 WHAT ARE MY PAYMENT REQUIREMENTS?

1.2.1 Charges

Online orders: The charges applicable for each of your Products and Services are as indicated on the order pages on our website immediately before you click to submit your order for online orders.

1.2.2

Telephone orders: To place an order by telephone please call the VEE Cares Sales Line on 0333 049 4242. We will let you know the charges for such product or service or the basis of calculating the charges (and any extra charges such as delivery or installation charges) to the fullest extent we can over the telephone when you place an order with us. Depending on the cumulative addition and/or removal of your Products and Services, there may be an uplift or reduction in your charges (such increases, or decreases will be notified to you at the time). We will confirm the relevant new direct debit arrangement within 14 days.

1.2.3

We reserve the right to increase or decrease the cost of any of any of your Services to ensure that we continue to provide you with a competitive offering. We will give you one months' notice if we intend to do this. If we tell you that any of your regular payments for your Services are increasing, you can end the contract for that Service by giving us one month's notice. On expiry of the notice period, you will not incur any further costs in relation to the applicable Service. All Items must be returned to us at your own cost.

1.2.4

We may offer promotional annual discounts if you have chosen to pay annually by direct debit, terms relating to such will be detailed in your welcome letter.

1.2.5

If you qualify for VAT exemption due to disability or long-term illness and have provided us with a signed VAT Declaration Form, VAT will not be applicable to the charges for some of our products and services and will be noted as £0.

1.2.6

The VAT Declaration Form (provided to you separately to the Terms and Conditions) contains a definition of the HMRC term 'chronically sick or disabled' and you should complete the VAT Declaration Form only if you qualify under that definition.

1.2.7

All payments by credit card or debit card need to be authorised by the relevant card issuer.

1.2.8

Where you purchase a Product(s) from us, title to that Product(s) will only pass to you at the time we receive payment for the relevant Product in full. Where you rent by subscription a Product from us, we shall retain title to the Product. For the avoidance of doubt, all VEE Cares Products are made available on the following basis:

1.2.9

We will make all reasonable efforts to bring to your attention the basis on which we make Products available to you (i.e., on a purchase or rented basis) prior to submission of your order. We will also outline the basis on which Products are made available to you within your welcome letter. Terms specific to purchased Products and rent Products are outlined in Section 5 of these terms.

1.3 WHAT IS MY RIGHT TO CANCEL MY PRODUCTS OR SERVICES?

1.3.1

To exercise your right to cancel your contract for any of your Products (whether purchased or rent and Services, you must inform us of your decision to cancel within the correct timeframe (i.e., before the cancellation period set out in this Section 1 has expired). Any such cancellation should be communicated to us via post, email or phone with a clear statement of your cancellation. You can contact our Customer Services Team on 0333 049 4242.

1.3.2

The cancellation period starts the moment we accept your order and the contract for your Products and Services is entered into and it ends, either:

• Where you have received the product and connected to the service and become a subscriber within the – 14 days cooling off period or
• Where you are cancelling your Services – before the 14 days after the day on which the contract is entered into and have not yet opened or connected the product or service.

1.3.3

We will then refund all payments that we have already received without undue delay using the same means of payment as used for the initial transaction and you will not incur any fees for the reimbursement as follows:

• Your refund for cancelled Products will be within 15 days of cancellation. we must receive the Product back, or you provide evidence of having returned it (for example proof of postage receipt from the Post Office), whichever is sooner.
• Your refund for cancelled Services will be within 14 days of the day on which you inform us of your decision to cancel.

1.3.4

We may offer promotional cancellations periods from time to time, terms relating to such will be detailed in your welcome letter.

1.3.5

Where you cancel a contract for Products (whether purchased or rent and you have already received those Products you must return them to us within 28 days of the date of cancellation in the same condition in which they were received and the boxes which should not be damaged. Only when we receive the Product back, or you provide evidence of having returned it to us, will we refund you. If you have diminished the value of the Product by handling it in a way which would not be permitted in a shop, we may deduct an amount from your refund to cover the diminished value of the Product.

1.4 HOW CAN THE CONTRACT FOR SERVICES OR RENT PRODUCTS END?

1.4.1

Once your cancellation rights have expired, both you and VEE Cares are entitled to terminate the contract for any of your rent Product(s) or Services for any reason by providing one month's notice to the other. Where a Service is already running and terminated you will have to pay an ETF (Early Termination Fee for the remaining months of the contract. (For example if your contract is for 24 months and your rental (Subscription is £10 per month then you be required to pay £240 this will of course be less if you have only 9 months to go when you cancelled. i.e. £10 per month with only 9 months to go the amount would be £90. Please note that in the event of termination by either you or us, we will not refund any payments made up to the date of termination.

1.4.2

For rent (Known as a subscription) Products, you must return the Product(s) to us within 28 days of the date of termination in good condition.

1.4.3

For rent (Known as a subscription) Products, if the Product is not returned, we reserve the right to charge a fee of £250, If you do not provide proof of sending i.e. post office receipt.

1.4.4

Termination of a contract for any Service will not affect our right to receive any money owed to us under that contract up to and including the date of termination. If any such payments are outstanding and your direct debit is no longer active you will be asked to pay any such amounts due on termination by another method (cheque or card).

1.4.5

We also reserve the right to suspend or terminate a contract for any of your Services or rent (Known as a subscription) Products if you breach any of the material terms contained in the parts of these Terms and Conditions that apply to the Service, including (without limit) failing to pay amounts due. If we believe you have breached a material term we will send you a communication to alert you and to let you know what other steps VEE Cares will take before suspending or terminating the contract for that Service or rent (Known as a subscription) Product. In such circumstances, if we do decide to terminate a contract, we will promptly notify you and termination will take effect from the date specified in such notice.

1.5 HOW CAN YOUR TERMS AND CONDITIONS BE CHANGED?

1.5.1

We may need to change or discontinue any aspect of any of your Services or rent (Known as a subscription) Products, or we may need to add to, replace or change these Terms and Conditions from time to time to reflect changes in market conditions affecting our business, changes in technology, changes in payment methods or changes in relevant laws or regulatory requirement. Where possible we will give you one month's notice of any such changes. If this is not possible for legal or regulatory reasons we will provide as much notice as possible.

1.5.2

If you disagree with the changes we are making, you can end your contract for the relevant Service or rent (Known as a subscription) Product by giving us one month's notice by post, email or telephone. The changes will not impact your Services or rent (Known as a subscription) Products provided that you give us this notice before the date upon which the notified change takes effect. This does not affect your right to end any contract with us at any time on giving us one month's notice.

1.5.3

If the change means that a previously included aspect of a Service or functionality of a rent (Known as a subscription) Product is no longer available and you have already paid in respect of it, we will provide a refund and we will refund any payments that we have taken without undue delay, and in any event within 14 days of such change taking effect, using the same means of payment as used for the initial transaction.

1.6 HOW IS YOUR PERSONAL INFORMATION LOOKED AFTER?

1.6.1

We understand that your personal details are of a sensitive nature and highly confidential. Any information and details that we receive shall be kept confidential. VEE Cares will:

• Store personal details (which may include your medical history or other health information) securely in our database and in accordance with the Data Protection Legislation (defined below) and, except in circumstances when we have received an emergency alarm call and strictly only as necessary to provide you with your Services and exercise our obligations to you and to protect your vital interests, we will not disclose them to any third party, except to those who work for us, without your prior written consent; and
• Comply with all relevant obligations of the Data Protection Legislation.

1.6.2

Please notify us in writing if there is any individual(s) (i.e. a particular family member) to whom you would not want particular medical or health information disclosed.

1.6.3

We may record telephone conversations for training and quality control purposes and as a record of that conversation.

1.6.4

For the purposes of these Terms and Conditions:

• "Data Protection Legislation" means the UK GDPR (defined below), EU GDPR (defined below) (to the extent applicable), the Data Protection Act 2018, the Privacy and Electronic Communications Regulations 2003, and all other applicable laws, enactments, regulations, orders, standards and other similar instruments, each as may be amended or superseded from time to time.
• "EU GDPR" means Regulation (EU) 2016/679 of the European Parliament and of the Council on the protection of natural persons with regard to the processing of personal data and the free movement of such data.
• "UK GDPR" has the meaning given to it in section 3(10) (as supplemented by section 205(4)) of the Data Protection Act 2018.

1.6.5

You are entitled to view your personal details that we hold. If you wish to do this please contact our Customer Services Team on 0333 049 4242.

1.6.6

Further details about how we collect, store and use personal data about you can be found at www.veecares/pages/privacy-policy.

1.7 HOW CAN I COMPLAIN?

1.7.1

We hope you never need to raise concerns about our products and services or any aspect of any of these Terms and Conditions. However, we understand that there may be times when you do.

1.7.2

VEE Cares will respond to any complaint made by you in accordance with our internal complaint handling procedure as set out in the Welcome Brochure provided to you.

1.7.3

Nothing in these Terms and Conditions affect your legal rights under the Consumer Rights Act 2015 (also known as 'statutory rights'). You may also have other rights in law. For more detailed information on what you can expect from us to ensure that we comply with our legal obligations to consumers, please:

• Call our Customer Services Team on 0333 049 4242; or
• Contact us in writing at: Admin, VEE Caress, 78 Queens Road, Watford, England, WD17 2LA or
• Email us at: enquiries@veecares.co.uk

1.7.4

If we cannot resolve the complaint to your satisfaction using our complaint handling procedure.

These terms apply to all of our products and services

2.1 LIMITS ON OUR RESPONSIBILITY TO YOU

2.1.1

We only supply products and services for domestic and private use. You agree not to use the Products or Services for any commercial or resale purposes.

2.1.2

We do not in any way exclude or limit our liability to You for:

• Death or personal injury caused by our negligence;
• Fraud or fraudulent misrepresentation;
• Defective or wrongly described products;
• Any failure to provide Services with reasonable care and skill; and
• Any other liabilities that cannot be excluded by law.

2.1.3

In all other cases our total liability in respect of each contract between you and us based on these Terms and Conditions shall not exceed the total amount paid by you in relation to such contract during the twelve (12) months immediately prior to the event giving rise to the claim.

2.1.4

Subject to paragraph 2.1.3, if we fail to comply with these Terms and Conditions we are responsible for any loss or damage suffered by you that is a foreseeable result of our breach or caused by our negligence, but we shall not be responsible for any loss or damage that is not foreseeable. Loss or damage is foreseeable if it is an obvious consequence of our breach or if it was contemplated by you and us when the contract was formed.

2.1.5

In no event shall we be responsible for any:

• Losses that were not directly associated with any breach of the Terms and Conditions by us or result from any negligent act or omission by you or a third party.
• Business losses;
• Losses to non-consumers; or
• Losses that relate to or arise in connection with any third party service provider, so please ensure you are comfortable that your contract with any such third party service provider is fit for purpose and is suitable for your needs.

2.2 EVENTS OUTSIDE OUR CONTROL

2.2.1

Our provision of your Products and Services might be affected by events beyond our reasonable control. If so, there might be a delay in our provision of your Products or before we can restart your Service (or element of a service), having made reasonable efforts to limit the effect of any of those events and having kept you informed of the circumstances, but we will try to provide your Product or Service (or element of such service) as soon as those events have been fixed. Examples of events which might be beyond our reasonable control are:

2.2.2

If VEE Cares is prevented, hindered or delayed from performing any obligation under the Contract because of something beyond its reasonable control including: act of God, natural disaster, lightning, flood, subsidence, earthquake, weather conditions, epidemic, pandemic, fire, explosion, war, civil disorder, acts of terrorism, something beyond the reasonable control of its suppliers, industrial disputes, acts or omissions of local or central government or other competent authorities, or acts or omissions of parties for whom the Subscriber or VEE Cares is not responsible, change of law or any other cause whether similar or dissimilar that is outside its reasonable control, including covid19 or anything imposed by government order, then it will have no liability to the other for any resulting failure, delay, defect or omission in performing the Contract.

2.2.3

VEE Cares will not be liable for failure to or delay in supplying the Equipment if legal or regulatory restrictions are imposed that prevent VEE Cares from supplying the Equipment

2.2.4

If any of the events detailed materially affects the performance of the Contract and We shall not be held to be in breach of any contract between you and us based on these Terms and Conditions except for any legal responsibility that we cannot exclude in law (such as for death or personal injury resulting from negligence), and we shall not be liable for any delay in performing, or failure to perform, any of our obligations under any such contract between you and us if such breach, delay or failure results from any event outside our reasonable control.

2.3 GENERAL

2.3.1

No one other than VEE Cares and you as parties to any contract formed in relation to these Terms and Conditions has any right to enforce any term of such contract.

2.3.2

It may be necessary for us to transfer all or any of our rights and obligations under any contract between you and us based on these Terms and Conditions at any time. By entering into a contract between you and us based on these Terms and Conditions, you consent to our transferring all or any of our rights and obligations, provided that this will not affect your rights or obligations under these terms.

2.3.3

You may only transfer your rights or obligations under these Terms and Conditions to another person if we agree in writing.

2.3.4

These Terms and Conditions contain the entire agreement between you and us in respect of our provision of each of your Products and Services to you.

2.3.5

If any court or competent authority decides that any part of these Terms and Conditions are invalid, unlawful or unenforceable to any extent, that part will, to that extent only, be removed but the remainder of these Terms and Conditions will still apply.

2.3.6

If at any time we do not insist on our strict rights under any contract between you and us based on these Terms and Conditions this will not prevent us from doing so on another occasion.

2.3.7

The laws of England and Wales will apply to any contract between you and us based on these Terms and Conditions.

2.3.8

If you want to take court proceedings, the relevant courts of England and Wales will have non-exclusive jurisdiction in relation to any contract between us.

2.3.9

Any notice or other information to be given by either us or you under any contract between you and us based on these Terms and Conditions shall be treated as received by the other if left at or sent by first class prepaid post to the address of the recipient shown on the Order Form or to the recipient's last known address.

2.3.10

All notices sent by you to us under any contract between you and us based on these Terms and Conditions must be sent to Admin, VEE Cares, 78 Queens Road, Watford, England, WD17 2LA.

These terms apply specifically to the provision of our 24/7 Emergency Resolution Service

3.1 24/7 EMERGENCY RESOLUTION SERVICE

3.1.1

We will use our best efforts to provide the Emergency Resolution Service 24 hours per day and 365 days per year, and to respond promptly to all emergency alarm calls.

3.1.2

Upon receipt of an emergency alarm call, we will take such action as we consider appropriate in the circumstances, including without limit, contacting your Nominated Contacts (as defined in paragraph 3.2.5 below), your doctor, the emergency services, or another response services provider. However, please note that:

• We cannot be held responsible if either your Nominated Contacts, your doctor, the emergency services or another response services provider fails to attend the incident, or for the length of time it might take them to arrive at the incident; and
• We do not accept any liability or responsibility if your Nominated Contacts, your doctor, the emergency services or another response services provider does not act upon the information we give them; and
• We shall not be liable in respect of any damage to your premises (as applicable) which may occur as a direct or indirect result of actions taken by the emergency services or any third party (including your Nominated Contact(s), your doctor or another response services provider) to deal with an emergency situation.
• In certain areas in the UK where a response services provider is available within your postcode region, we will automatically opt you in to utilising the service to ensure that upon receipt of an emergency alarm call we are ensuring the appropriate help. Upon receipt of an emergency alarm call and if the situation does not indicate a medical or other emergency then we will request for a response services provider to attend your property to provide assistance.

3.1.3

You accept and agree that at all times we are acting as your agent in contacting your Nominated Contacts, your doctor, the emergency services and any other response services provider and we will not be liable whatsoever for any cost or expense which your Nominated Contacts, your doctor, the emergency services or another response services provider might charge in connection with being contacted in connection with an incident.

3.1.4

If we request an emergency service, your doctor, or another response services provider to attend your incident, we may also inform your Nominated Contacts of the incident.

3.1.5

You are responsible for the security of any PIN numbers, passwords or login details relating to any of your Products and/or Services or your use of our website.

3.2 YOUR USE OF THE 24/7 EMERGENCY RESOLUTION SERVICE

3.2.1

We ask that you behave reasonably in your use of our 24/7 Emergency Resolution Service. You must not abuse the service by persistently making emergency alarm calls where emergency assistance is not required, and we ask that you do not intentionally and unnecessarily extend the length of your calls. A breach of this term will be deemed a material breach of these Terms and Conditions and we reserve the right to terminate our contract with you pursuant to clause 1.4.5 should you make persistent or repeated emergency alarm calls where it is apparent to us (in our reasonable opinion) that emergency assistance is not in fact required.

3.2.2

You acknowledge and agree that where we have a concern about your welfare, we may contact your emergency contacts ("Nominated Contacts", as defined below), the emergency services and/or social services, response services provider and you agree that we can share your personal information with any of them.

3.2.3

You must notify us promptly of anything that may affect our ability to provide the 24/7 Emergency Resolution Service to you by contacting our Customer Services Team on 0333 049 4242. In particular:

• Changes to your address, telephone number or other contact details.
• Updates to your medical details;
• Dates when you will be away on holiday or away from your premises or otherwise un-contactable; or
• Changes to the location or code of your Key Safe (if applicable).

3.2.4

You acknowledge and accept that it is your sole responsibility to ensure that you are wearing or carrying the emergency device at all times to ensure easy access to the 24/7 Emergency Resolution Service.

3.2.5 Emergency Contacts and Nominated Contacts

• Where we provide you with a 24/7 Emergency Resolution Service, we strongly recommend that you provide us with the name and contact details of someone or ideally two people that live in your local area to act as nominated contacts who we may contact to come to your aid in an emergency or where you otherwise require assistance (your "Nominated Contacts").
• Please note that if you do not have any local Nominated Contacts, we strongly recommend that you have a Key Safe so that the emergency services, your doctor or another response services provider can gain access to your premises in an emergency or where you otherwise require assistance. The emergency services will, under normal circumstances, not force open a door and therefore it is important that they can have access to your premises in the event that your Nominated Contacts cannot attend.
• It is your responsibility to obtain the prior consent of your Nominated Contacts to the disclosure of their personal details to us, and to us contacting them in the event of an emergency and to us passing on their personal details to the emergency services, your doctor, or another response services provider in the event of an emergency.
• You agree to give each of your Nominated Contacts a key to your property and authority to allow access to the emergency services your doctor, or another response services provider in the event of an emergency.
• It is extremely important that you notify us promptly of any changes to your Nominated Contacts and/or their contact details and of any dates when any of your Nominated Contacts will be away on holiday or away from their usual address or otherwise un-contactable.
• You acknowledge and accept that it is your responsibility to nominate trustworthy people to act as your Nominated Contacts. We shall not be liable for any loss, damage or theft to your property or belongings caused because you gave a Nominated Contact a key to your property.
• If you would like us to notify other contacts (e.g. relatives or friends) who are not Nominated Contacts in the event of an emergency, you must provide us with their contact details.

These terms apply to installation of Products (all products).

4.1

All of our Alert Products do not require Professional Installation (as defined below).

4.2

Within 10 working days of making your first payment:

• We will deliver the Product(s) to you together with instructions for installation/set up and use of your Products;
• Where applicable we will provide with instructions for how to access the 24/7 Emergency Resolution Service;
• For products that are connected to our 24/7 Emergency Resolution Service you must make a test call at the time of installation to activate the Product(s) and ensure that it is fully operational;
• Where applicable you are advised to check the range of the emergency alert button on your in-home back- up pendant by pressing it at various places within your home and garden. If you have any concerns about the range please call us for advice;

4.2.2

At the discretion of VEE Cares, rented (Known as a subscription) Product(s) may be new or refurbished to an equivalent level of safety and quality.

4.2.3

It is possible that some external factors may affect the Product(s) ability to operate as expected. These factors may include, but are not limited to, radio interference, lightning strikes or communication network outages. VEE Cares cannot guarantee radio coverage within the premises due to various environmental factors, we do however recommend carrying out range coverage test to ensure the Product(s) work throughout your premises. VEE Cares cannot guarantee a mobile network signal and is therefore not liable should the connectivity to a mobile telephone network fail and affect the Product(s) ability to operate as expected.

These terms provide further details in relation to each of our Products. Please ensure that you carefully read each section which applies to the Product(s) which you are purchasing.

The images of the Products on our website are for illustrative purposes only. Although we have made every effort to display the products accurately, they may vary slightly from those images.

5.1 Rent (Known as a subscription) Products

These terms apply only to "Rent (Known as a subscription) Products" – that is, Product(s) which you rent from us.

5.1.1

The Rent Product(s) we provide remain the legal property of VEE Cares and are provided to you on a rental basis.

5.1.2

You will not be responsible for any damage to the Rented Product(s) to the extent such damage is caused by reasonable wear and tear or any fault or defect. You will be responsible for the cost of replacing or repairing the Rented Product(s) (total replacement value per item) if it, or any part of it, is otherwise damaged, lost, stolen or destroyed whilst in your care.

5.1.3

We will provide support services in respect of the Rented Product(s) free of charge.

5.1.4

If you are not up to date on the payments for the selected Product(s) and Service(s), we reserve the right to refuse a repair or replacement of the Selected Product(s) until amounts due are paid.

5.1.5

Support of the Rented Product(s) will also be carried out by remote monitoring (at our discretion), and in response to any reasonable request made by you.

5.1.6

We will respond to all maintenance requests relating to the Rented Product(s), and we will endeavour to attend to all requests which are deemed by us to be urgent within 24 hours, and to attend to those requests deemed to be non-urgent within five working days. Our staff will be responsible for determining the urgency of requests following an assessment of individual circumstances and need.

5.1.7

Please note that we do not provide any support services or additional work required to the Rented Product(s) which is a result of:

• Modifications or additions to the Rented Product(s) (or any part of it) made by you or a third party;
• You or a third party moving or attempting to move or tampering with the Rented(Known as a subscription) Product(s) (or any part of it) after initial installation;
• Misuse or neglect or any accidental damage to the Rented Product(s) (or any part of it);
• Your failure to follow our (or the manufacturer's) instructions or advice.
• Defects in the electricity supply, telephone service, connections or equipment, cabling, junction boxes, ducting etc used or required by the Rented Product(s); or
• Any damage caused to the Rented Product(s) by an insurable event impacting your premises (e.g., fire, flood, storm, theft etc.).

5.1.8

We, do not, agree to carry out any additional work with respect to the Rented Product(s) in any of the circumstances listed at 5.1.7 above.

5.1.9

Please ensure that you test the Rented Product(s) are operating correctly by making a test call at least once a quarter.

5.1.10

Please ensure that you report any fault, problem, damage, loss or theft of the Rented (Known as a subscription) Product(s) as soon as possible by contacting our Customer Services Team on 0333 049 4242. We shall, exercising our sole discretion, take any steps as we consider appropriate to resolve the problem and you agree to provide us with all reasonable assistance to help us reach a resolution.

5.2 Purchased (Owned) Products

These terms apply only to "Purchased Product(s)" – that is, Products which you have purchased from us.

5.2.1

Title to the Purchased Product(s) will pass to you on receipt of payment in full for the Purchased Product(s).

5.2.2

If your Purchased Product(s) is connected to the 24/7 Emergency Resolution Service, please ensure that you test the Purchased Product(s) are operating correctly by making a test call at least once a quarter. We warrant that on delivery for a period of 12 months from the date of delivery or installation (as applicable) (the "Warranty Period"), the Purchased Product(s), will be:

• Fully functioning in accordance with the product description (found on our website and within our catalogues);
• Free from faults or defects in design, materials and workmanship;
• Fit for any purpose held out by us; and
• Of satisfactory quality (within the meaning of the Consumer Rights Act 2015).

5.2.3

You agree to report any failure to function, fault or defect that you have noticed in any Purchased Product(s), as soon as possible by contacting our Customer Services Team on 0333 049 4242 and permit us to take any steps as we consider appropriate to resolve the problem. Please note however that we are not obliged to repair, replace or refund any Purchased Product(s) outside of the Warranty Period.

5.2.4

Provided that:

• You notify us during the Warranty Period within a reasonable time of discovery that any Purchased Product(s) does not comply with the warranties provided;
• You provide us with a reasonable opportunity to examine such Purchased Product(s); and
• If requested by us, you return such Purchased Product(s) to us at our cost, we will, as appropriate and in our sole discretion, either repair or replace the defective Purchased Product(s) or refund the price in full.

5.2.5

The terms of this contract shall apply to any repaired or replacement Purchased Product(s) supplied by us.

5.2.6

We will not be liable for the failure of any Purchased Product(s) to comply with the warranties set out in Section 5.2.3 above in any of the following events:

• The fault, defect or failure to function has arisen because you have failed to follow our instructions or manufacturers as to use, testing or maintenance (as applicable and set out in the user guide); or
• You (or a third party) have altered, modified or repaired such Purchased Product(s) without our written consent; or
• The fault, defect or failure to function has arisen because of fair wear and tear, accident, misuse, wilful damage, neglect, negligence or abnormal or incorrect working conditions (recommended working conditions are set out in the user guide) after delivery or installation (as applicable); or
• It differs from its description because of changes required to be made for legal or regulatory reasons.

5.3 Digital and landline personal alarms

5.3.1

Openreach have announced that by 2027 all analogue phone lines will be replaced with digital ones. To ensure our personal alarm customers are supported during and after the switchover, we have tested our full product range in Openreach's laboratory with the leading telephone providers' networks including BT, Sky, TalkTalk and others.

5.3.2

"Digital Alarms" are future proof and do not rely on a telephone landline. They will not be affected by the switchover to digital phone lines. All calls and data are included in the subscription.

5.3.3

"Landline Alarms" connect to a traditional telephone landline but have been tested in Openreach's laboratory with the leading telephone providers' digital networks to ensure maximum longevity. However, you may need to pay an upgrade fee if your telephone provider makes a change in the future that affects your alarm. For more information, you should speak with your landline provider. You can speak with our Sales Team by calling 0333 257 0969. Lines are open Monday – Friday, 9am - 6p Saturday 9am -5pm

5.3.4

The table in 1.2.7 states which products are "Digital Alarms" or "Landline Alarms":

5.4

You can find out more about the digital switchover on the Openreach website.

5.5 Web Portal And Mobile Phone Applications

These terms apply to orders which include access to our web portal or mobile phone application only.

5.5.1

For certain Product(s) we will provide access to a web portal or mobile phone application. We will use our best endeavours to ensure that access is available at all times to enable you to manage your account. However, we cannot guarantee that the website will be available at all times, that it will operate without interruption or be error free.

5.5.2

In order to view information on our web portal or mobile phone application, we may supply you with an account number or customer number or request you to set up a username and password. You are responsible for the security of your log-in information. You must ensure that the information remains confidential. You agree that we may disclose any information in connection with your account(s) to any person who correctly quotes your password. You must notify us immediately if there is any unauthorised use of your account by any other website user or any other breach of security.

5.5.3

You are responsible for making all arrangements necessary for you to have access to our website and we strongly recommend that you use your own virus protection software as we cannot guarantee that the website is secure or free from viruses and do not accept any liability for viruses or any other cyber security threats found on the website.

5.6 Mobile Cellular Network

These terms apply to "Digital Personal Alarm", and "Personal Alarm Watch". All require a Mobile Cellular Network to connect to our 24/7 Emergency Resolution Service.

5.6.1

The "Digital Personal Alarm", "Digital Fall Alarm", "Dementia Locate" and "Personal Alarm Watch" all include a Multi Network SIM which needs to connect to a Mobile Cellular Network.

5.6.2

It is your responsibility to ensure that Mobile Cellular Network is available in areas in which you will ordinarily require the product and services to operate.

5.6.3

We cannot guarantee that Mobile Cellular Network will be free from faults or interruptions due to factors such as network congestion, maintenance, weather conditions, geography, obstructions or interference which may mean that you will not receive such services in certain areas at certain times or at all. We cannot accept any liability for any failure for our products or services to operate as expected where such failure is caused (whether directly or indirectly) by a failure or shortage in Mobile Cellular Network whether in the area in which the device is ordinarily used or elsewhere.

5.6.4

3G, 4G and 5G are the 3rd, 4th and 5th generations of Mobile Cellular Network technology, respectively.

5.6.6

Each Mobile Cellular Network provider is setting its own timetable for its 3G network switch-off. These timings are subject to change. You can stay up to date with the latest coverage and network status in the areas in which you will ordinarily require the product and services to operate here www.o2.co.uk/coveragechecker and here www.ofcom.org.uk/phones-telecoms-and-internet/advice-for-consumers/advice/3g-switch-off.

5.6.7

You may need to pay an upgrade fee in the event that the generation of Mobile Cellular Network technology is withdrawn or ceases to operate. For more information, you should contact your network provider.

5.7 Global Positioning Systems (GPS) Products

These terms apply to ("GPS Products").

5.7.1

"GPS Products" will not work outside of the United Kingdom.

5.7.2

"GPS Products" rely on GPS satellite network(s) for the GPS device to determine its location and Mobile Cellular Network to communicate to our 24/7 Emergency Resolution Service

5.7.3

By ordering one of the GPS Products, you authorise VEE Cares to pass your location data to emergency services, your doctor, another response services provider and your Nominated Contacts when required.

5.7.4

The Products where listed rely on Global Positioning Systems (GPS) and other wireless networks providing location information to operate. GPS is a system of satellites and receiving devices used to compute positions of devices giving off a location signal which identify where the device is on our planet, within certain limits. For example, GPS may not be able to compute the position of the product if it is within a building or if the signal is interrupted. Neither GPS nor the tracking platform are operated by us and we accept no liability in relation to their operation nor any responsibility should one or both fail to operate correctly for any reason at any time.

5.7.5

Please be aware that we are not able to guarantee that the location information which we obtain from your GPS Product, and which is then provided to your Nominated Contacts, doctor, the emergency services or another response services provider (as applicable), is accurate or up to date at the time it is provided. There may not be sufficient GPS satellite network or Mobile Cellular Network to the device which can delay or prevent the device from connecting successfully to our 24/7 Emergency Resolution Centre.

5.7.6

We do not accept any liability or responsibility if we are unable to provide accurate location information.

5.8 Digital Personal Alarm

These terms apply to orders for the "Digital Personal Alarm" only.

5.8.1

Our Digital Personal Alarm packages include an Alarm pendant, an Alarm unit and a Multi network SIM.

5.8.2

Our Digital Personal Alarm is specifically designed to operate on a Mobile Cellular Network to allow you to access our 24/7 Emergency Resolution Service.

5.8.3

It is your responsibility to ensure that Mobile Cellular Network is available in areas in which you will ordinarily require the product and services to operate. In addition, we cannot guarantee that Mobile Cellular Network will be free from faults or interruptions due to factors such as network congestion, maintenance, weather conditions, geography, obstructions or interference which may mean that you will not receive such services in certain areas at certain times or at all. We cannot accept any liability for any failure for our products or services to operate as expected where such failure is caused (whether directly or indirectly) by a failure or shortage in Mobile Cellular Network coverage whether in the area in which the device is ordinarily used or elsewhere.

5.8.4

Prior to purchasing the Digital Personal Alarm, you must ensure that you have a mains electrical 13 amp power socket in full working order which can be used to charge the Alarm unit.

5.8.5

Call costs to our 24/7 Emergency Resolution Service are included in your VEE Cares subscription. If the Digital Personal Alarm is used improperly and not for the purposes of the 24/7 Emergency Resolution Service, you will be liable for any and all charges which might accrue.

5.8.6

In the event that your Digital Personal Alarm Multi network SIM is lost or stolen, you will not be responsible for any airtime charges incurred after you have notified us of such theft or loss. However, you will be responsible for any charges incurred before you notify us.

5.8.7

Our Digital Personal Alarm relies on Mobile Cellular Network to communicate.

5.8.8

The GPS Pendant must be sufficiently charged to access the 24/7 Emergency Resolution Centre, and if out of the home will require sufficient access to both the GPS and Mobile Cellular Network coverage. You acknowledge that we will only be able to respond to calls where these requirements are sufficiently met. If the GPS Pendant does not have Mobile Cellular Network coverage when at home, then you need to inform us immediately.

5.8.9

WARNING IF YOU HAVE A PACEMAKER YOU CANNOT WEAR THE GPS PENDENT AROUND YOUR NECK. Please only attach to a belt clip or keyring. Your personal help button must not be worn within 25cm of your pacemaker.

5.9 Personal Alarm Watch

These terms apply to the “Personal Alarm Watch" only.

5.9.1

The Alarm Watch includes a Multi network SIM and a charging unit.

5.9.3

Ownership of Personal Alarm Watch will only pass to you at the time we receive payment in full.

5.9.4

A monthly subscription charge rental, will apply for the monitoring and connectivity for the Personal Alarm Watch to allow for you to access the 24/7 Emergency Resolution Centre.

5.9.5

In order to charge the Personal Alarm Watch you will need a 13amp electrical socket.

5.9.6

If the Personal Alarm Watch is used improperly and not for the purpose of accessing our 24/7 Emergency Resolution Centre you will be liable for any and all charges which might accrue.

5.9.7

The Personal Alarm Watch will not work outside of the United Kingdom.

5.9.8

In the event that Personal Alarm Watch SIM card is lost or stolen, you will not be responsible for any airtime charges incurred after you have notified us of such theft or loss. However, you will be responsible for any charges incurred before you notify us.

5.10

Key Safes
These terms apply to Key Safes only.

5.10.1

You should also if possible provide a Key Safe which is a secure weatherproof box designed to enable you to keep a set of keys securely outside of your home we strongly recommend that you install a Key Safe if you do not have a local Nominated Contact. Even if you do have a Nominated Contact we recommend the installation of a Key Safe to ensure safe access to your premises if a Nominated Contact is not available.

5.10.2

Without a Key Safe or an available Nominated Contact, forced entry to your premises may be necessary in an emergency. You agree that we shall not be liable for any damage, cost or expense resulting from forced entry in an emergency, unless it was initiated because of a fault or mistake on your part.

5.10.3

You are responsible for the security of your Key Safe code.

5.10.4

If you choose to purchase a Key Safe it is your responsibility to make appropriate enquiries of your home insurance company as to the impact of installing a Key Safe on your insurance cover prior to installation. We do not accept any liability or responsibility for any impact the Key Safe may have on your home insurance cover.

5.10.5

Any Key Safe purchased will be your responsibility from the time of delivery or installation (as applicable) from whichever shop you purchase it, we ourselves do not provide or sell key safes.

5.10.6

Please note we do not provide any maintenance services in respect of the Key Safe and shall not reposition any Key Safe after initial installation by yourself or repair any Key Safe.

5.10.7

You should install your Key Safe in an appropriate location on your premises. You must provide us, in sufficient time, with any information or instructions required for emergency services to gain access or contacts designated by you. We will not be liable for delayed entry caused by your failure to provide adequate information or instructions to enable us to carry out the service.

5.10.8

If you have chosen to purchase a Key Safe:

• you must inform us of the Key Safe code for entry into your property and immediately inform us of any changes to it;
• you must otherwise keep the code for your Key Safe confidential, although you may share it with individuals that have your express authority to access your premises; and
• we will not be liable for any damage, cost or expense resulting from forced entry in the event of an emergency if you have failed to notify us of your Key Safe code or any changes to it.