Terms of service
Updated 25/11/2024
Website Use
This section (together with the documents referred to on it) tells you the terms of use on which you may make use of our website www.careline.co.uk (our site), whether as a guest or a registered user. Please read these terms of use carefully before you start to use the site. By using our site, you indicate that you accept these terms of use and that you agree to abide by them. If you do not agree to these terms of use, please refrain from using our site.
Accessing our site
Access to our site is permitted on a temporary basis, and we reserve the right to withdraw or amend the service we provide on our site without notice (see below). We will not be liable if for any reason our site is unavailable at any time or for any period.
From time to time, we may restrict access to some parts of our site, or our entire site, to users who have registered with us.
If you choose, or you are provided with, a user identification code, password, or any other piece of information as part of our security procedures, you must treat such information as confidential, and you must not disclose it to any third party. We have the right to disable any user identification code or password, whether chosen by you or allocated by us, at any time, if in our opinion you have failed to comply with any of the provisions of these terms of use.
You are responsible for making all arrangements necessary for you to have access to our site. You are also responsible for ensuring that all persons who access our site through your internet connection are aware of these terms, and that they comply with them.
Intellectual property rights
We are the owner or the licensee of all intellectual property rights in our site, and in the material published on it. Those works are protected by copyright laws and treaties around the world. All such rights are reserved.
You may print off one copy, and may download extracts, of any page(s) from our site for your personal reference and you may draw the attention of others within your organisation to material posted on our site.
You must not modify the paper or digital copies of any materials you have printed off or downloaded in any way, and you must not use any illustrations, photographs, video or audio sequences or any graphics separately from any accompanying text.
You must not use any part of the materials on our site for commercial purposes without obtaining a licence to do so from us or our licensors.
If you print off, copy or download any part of our site in breach of these terms of use, your right to use our site will cease immediately and you must, at our option, return or destroy any copies of the materials you have made.
Reliance on information posted
Commentary and other materials posted on our site are not intended to amount to advice on which reliance should be placed. We therefore disclaim all liability and responsibility arising from any reliance placed on such materials by any visitor to our site, or by anyone who may be informed of any of its contents.
Our site changes regularly
We aim to update our site regularly, and may change the content at any time. If the need arises, we may suspend access to our site, or close it indefinitely. Any of the material on our site may be out of date at any given time, and we are under no obligation to update such material.
Information about us
www.careline.co.uk is a site operated by Careline365 Limited (“We”). We are registered in England and Wales under company number 09614529 and have our registered office at Oregon House, 19 Queensway, New Milton, England, BH25 5NN.
Our liability
The material displayed on our site is provided without any guarantees, conditions or warranties as to its accuracy. To the extent permitted by law, we, other members of our group of companies and third parties connected to us hereby expressly exclude:
All conditions, warranties and other terms which might otherwise be implied by statute, common law or the law of equity.
Any liability for any direct, indirect or consequential loss or damage incurred by any user in connection with our site or in connection with the use, inability to use, or results of the use of our site, any websites linked to it and any materials posted on it, including, without limitation any liability for:
loss of income or revenue;
loss of business;
loss of profits or contracts;
loss of anticipated savings;
loss of data;
loss of goodwill;
wasted management or office time; and for any other loss or damage of any kind, however arising and whether caused by tort (including negligence), breach of contract or otherwise, even if foreseeable.
This does not affect our liability for death or personal injury arising from our negligence, nor our liability for fraudulent misrepresentation or misrepresentation as to a fundamental matter, nor any other liability which cannot be excluded or limited under applicable law.
Information about you and your visits to our site
We process information about you in accordance with our privacy policy. By using our site, you consent to such processing and you warrant that all data provided by you is accurate.
Viruses, hacking and other offences
You must not misuse our site by knowingly introducing viruses, trojans, worms, logic bombs or other material which is malicious or technologically harmful. You must not attempt to gain unauthorised access to our site, the server on which our site is stored or any server, computer or database connected to our site. You must not attack our site via a denial-of-service attack or a distributed denial-of service attack.
By breaching this provision, you would commit a criminal offence under the Computer Misuse Act 1990. We will report any such breach to the relevant law enforcement authorities and we will co-operate with those authorities by disclosing your identity to them. In the event of such a breach, your right to use our site will cease immediately.
We will not be liable for any loss or damage caused by a distributed denial-of-service attack, viruses or other technologically harmful material that may infect your computer equipment, computer programs, data or other proprietary material due to your use of our site or to your downloading of any material posted on it, or on any website linked to it.
Linking to our site
You may link to our home page, provided you do so in a way that is fair and legal and does not damage our reputation or take advantage of it, but you must not establish a link in such a way as to suggest any form of association, approval or endorsement on our part where none exists.
You must not establish a link from any website that is not owned by you.
Our site must not be framed on any other site, nor may you create a link to any part of our site other than the home page. We reserve the right to withdraw linking permission without notice. If you wish to make any use of material on our site other than that set out above, please write to the E-Business Manager, Marketing Department, Oregon House, 19 Queensway, New Milton, England, BH25 5NN.
Links from our site
Where our site contains links to other sites and resources provided by third parties, these links are provided for your information only. We have no control over the contents of those sites or resources, and accept no responsibility for them or for any loss or damage that may arise from your use of them.
Jurisdiction and applicable law
The English courts will have [non]-exclusive jurisdiction over any claim arising from, or related to, a visit to our site [although we retain the right to bring proceedings against you for breach of these conditions in your country of residence or any other relevant country].
These terms of use and any dispute or claim arising out of or in connection with them or their subject matter or formation (including non-contractual disputes or claims) shall be governed by and construed in accordance with the law of England and Wales.
Variations
We may revise these terms of use at any time by amending this page. You are expected to check this page from time to time to take notice of any changes we made, as they are binding on you. Some of the provisions contained in these terms of use may also be superseded by provisions or notices published elsewhere on our site.
Your concerns
If you have any concerns about material which appears on our site, please write to the E-Business Manager, Marketing Department, Oregon House, 19 Queensway, New Milton, England, BH25 5NN.
Thank you for visiting our site.
Our online offers, discounts, and incentives are only valid for orders containing an Alarm Package, such as the Careline Alarm, Careline SmartLife Alarm, Careline SOS GPS Alarm, etc. Offers may exclude certain plans or payment types as indicated in the offer content. Offers exclude Keysafes, Smoke Detectors, and other Accessories such as Additional Pendants, Bed Sensors, etc. when bought independent of an Alarm Package.
Caring Calls Terms and Conditions
The Terms and Conditions laid out below will form a contract between Careline365 Limited and you—please read them carefully before agreeing. If anything is unclear, please contact us:
- Email: info@careline.co.uk
- Telephone: 0800 101 3333
Key Points to Note
We would like to draw your attention to the following important terms:
- Caring Calls is not a clinical or regulated care service – see clause 2.2.
- Our operators are not medically qualified and cannot diagnose or provide health advice – see clause 2.2.
- You must nominate at least one emergency contact – see clause 3.2.
- Calls are made within set time windows but cannot be guaranteed at a precise time – see clause 5.2.
- If a welfare concern arises, we will escalate the matter to emergency contacts or emergency services – see clause 5.4.
- You remain responsible for providing and updating accurate contact details – see clause 6.1.
- We may suspend or terminate the service in cases of abuse or breach of terms – see clause 10.2.
- Our liability is limited, including for missed calls and undetected concerns – see clause 11.
- This is a UK-only service – see clause 3.1.
- Our staff are vetted and supervised – see clause 14.
These clauses are intended to help ensure that the Service operates safely, respectfully, and with realistic expectations. Please read all the Terms and Conditions in full.
Definitions
In these terms and conditions:
"We", "us", "our": means Careline365 Limited, a company registered in England and Wales under number 09614529, with registered office at Oregon House, 19 Queensway, New Milton, England, BH25 5NN
"You", "your": means the person purchasing the Caring Calls service and party to this Contract.
"Service" or "Caring Calls": means the non-clinical welfare check and/or companionship phone call services described in these Terms.
"Call Types":
(a) Check-In Call: A short call (typically 3–5 minutes) to check the wellbeing of the recipient.
(b) Companionship Call: A longer call (typically 10–15 minutes) for conversational engagement.
"User": means the individual receiving the Caring Calls.
"Emergency Contact": means a person nominated by you to be contacted in the event of a welfare concern.
"Subscription": means your contractual agreement for the recurring provision of the Service.
1. About This Contract
1.1. These Terms and Conditions apply when you subscribe to the Caring Calls service.
1.2. You confirm that you have legal capacity to enter into this Contract, or authority to do so on behalf of the intended User.
2. Service Description and Scope
2.1. Caring Calls is a welfare and companionship call service. Operators will:
a. Engage Users in conversation;
b. Assess wellbeing based on set conversational prompts;
c. Escalate concerns in line with internal protocols.
2.2. This is not a medical, therapeutic, or regulated care service. Our operators are not qualified healthcare or social care professionals.
3. Availability and Eligibility
3.1. The Service is only available in the United Kingdom.
3.2. The User must have at least one emergency contact provided.
3.3. The Service may be ordered for oneself or on behalf of another. Where ordered on another’s behalf, you confirm that you have legal authority to do so.
4. Payment
4.1. The following Services are provided on a subscription basis.
4.1.1. Check-in Calls - 2/Calls per week
4.1.2. Companion Calls – 1/Call per week
4.1.3. Companion Calls – 1/Call per fortnight
4.2. One-off respite calls are provided on a fee-per-call basis.
4.3. Fees will be confirmed at the point of order and collected in advance.
4.4. Subscriptions auto-renew unless cancelled in accordance with clause 10.
5. Call Delivery
5.1. Calls are scheduled during our operational hours (8am–8pm, 365 days/year).
5.2. While we endeavor to call within a designated time window, exact timing cannot be guaranteed.
5.3. Missed or unanswered calls will be reattempted as per our protocol.
5.4. In cases of concern or no contact, we will follow escalation procedures, which may include contacting emergency services.
6. Consent and Information
6.1. You agree to provide accurate contact and emergency contact details.
6.2. Where providing data on another's behalf, you confirm you have their consent or legal authority.
6.3. Data will be processed in accordance with our privacy notice https://careline.co.uk/policies/privacy-policy
7. Call Records and Future Features
7.1. All calls may be recorded for quality assurance and training.
7.2. We may in future offer additional service features, such as reporting to you or your nominated emergency contact(s); if we do introduce such features, we will offer you the opportunity to opt-in or out as you choose.
8. Cancellation Rights
8.1. You have the right to cancel a subscription service within 14 days days of initial purchase without giving any reason. The cancellation period will expire 14 days after the day your contract is concluded.
8.2. To exercise your right to cancel, you must inform us of your decision to cancel this contract by a clear statement (e.g. a letter sent by post or email).
8.3. If you cancel within this period, we will reimburse all payments received from you, using the same means of payment as you used for the initial transaction, unless you have expressly agreed otherwise. If the service has started at your request during the cancellation period, you may be required to pay for the portion of the service provided.
8.4. After the initial cancellation period, standard termination rules in clause 9 apply.
9. Termination and Suspension
9.1. You may cancel the Subscription by giving at least working days’ notice before your next billing cycle.
9.2. We may suspend or end the Service where:
a. Abuse or inappropriate conduct occurs;
b. Terms are materially breached;
c. Service becomes unfeasible for operational or legal reasons.
10. Limitations of Liability
10.1. Except as required by law, we will not be liable for losses arising from:
a. Any failure to detect a particular wellbeing concern;
b. The failure of the User or any other person to communicate accurate information to us in relation to the Service or the User;
c. Missed or delayed calls;
d. Actions taken or not taken by emergency services.
10.2. Furthermore, we will not be liable for any consequential, indirect, or reputational losses.
10.3. Nothing in this Contract excludes liability for death or personal injury caused by our negligence.
11. Changes to Terms
11.1. We may update these Terms:
a. To reflect legal, regulatory, or operational requirements;
b. With at least 30 days’ notice for material changes.
12. Dispute Resolution and Governing Law
12.1. If dissatisfied, please contact us in the first instance.
12.2. If unresolved within 8 weeks, you may refer the matter to CEDR (www.cedr.com).
12.3. This contract is governed by the laws of England and Wales.
[End of Terms]