Legal
Consumers- Online Sales Terms and Conditions
Version v1.2-2026-07-02
Tunstall Healthcare (UK) Limited
Consumers- Online Sales Terms and Conditions
1. If you have difficulty reading these terms and conditions, then please contact us for a more easily readable format by emailing hello@tunstall.com
2. These Terms will apply to any contract between us for the supply of Services or Goods to you (Contract) which are purchased via our website [our Tunstall website] (Website) or over the phone. These Services and Goods are available to consumers only and not businesses. Please read these Terms carefully and make sure that you understand them, before ordering any Services from us.
These Terms were last updated on 16July 2026
3. Please Note: When you place an order with us via the Website or over the phone, a contract will only be formed when we send you an Order Confirmation (see clause 2 below).
4. EVEN IF YOU ARE NOT THE USER OF THE SERVICES OR GOODS, YOU WILL STILL BE RESPONSIBLE FOR ENSURING THAT THESE TERMS ARE COMPLIED WITH BY THE USER, BECAUSE OUR CONTRACT IS WITH YOU. THIS MEANS YOU WILL BE RESPONSIBLE FOR PAYING OUR CHARGES EVEN IF NOT RECEIVING THE GOODS OR SERVICES.
5. These Terms, and any Contract between us, are only in the English language.
Information about us
6. We are Tunstall Healthcare (UK) Limited, a company registered in England and Wales under company number 1332249 and with our registered office and main trading address at Whitley Lodge, Whitley Bridge, Yorkshire DN14 0HR. Our VAT number is 182879709.
7. You can find information on our Services, Goods and everything else you need to know about us on our Website.
How the contract is formed between you and us
8. To place an order for Services or Goods with us, you must complete the order process on our Website or over the phone.
9. When you submit an order to us it does not mean that we have accepted your order. We will confirm our acceptance of your order by sending you an e-mail or letter that confirms that we agree to provide the Services or Goods to you (Order Confirmation). The Contract between us will only be formed when we send you the Order Confirmation. If we are unable to supply you, for example because the equipment needed to receive the Services you require is not available or because of an error in the charges, we will inform you of this in writing and we will not process your order.
10. PLEASE NOTE, IF WE REQUEST FURTHER INFORMATION FROM YOU, WE WILL BE UNABLE TO PROVIDE SERVICES OR GOODS TO YOU UNTIL YOU PROVIDE US WITH THE REQUESTED INFORMATION.
11. Please refer to the Product Schedules at the end of the Terms which will include some information and terms and conditions applicable to the specific Services and/or Goods you have purchased. These Schedules form part of our contract with you.
Equipment For Services
12. In order for you to receive the Services, you may need to have some required equipment such as a Lifeline Digital Hub or other device (Equipment). The required Equipment will depend on the Service you have purchased and will be detailed at the time of order. Please note that some Equipment may require installation in your home.
13. We will provide the necessary Equipment as part of the Services. At all times during and after our provision of Services to you, we will own the Equipment unless we make separate arrangements with you to sell the Equipment.
14. When we stop providing the Services to you, we will contact you regarding disconnection of the Equipment from our Services and return of the Equipment. You will be required to follow our reasonable instructions to return the Equipment for which we shall pay the collection or postage costs. If you fail to return the Equipment as requested then we will be entitled to charge you for its replacement value, and such charges will be payable within 14 days of our request.
15. Safekeeping of the Equipment will be your responsibility.
Our Services
16. In order to receive the Services, you must have in place any network, broadband and/or telephone connections as are specified as needed for the Services, either when order or in the Product Schedules. It is your responsibility to pay for and maintain such connections throughout the time that the Services are being provided. We will not be liable for the provision of the Services during any time when the connection is not in place or working.
Service Interruption & Repairs
17. If the Services are interrupted due to Equipment problems and your Service includes maintenance (please refer to your Order Confirmation and Product Schedules for details of whether maintenance is included), you must either (i) if the Equipment is installed in your house, allow us to visit your home to carry out any necessary inspection, repairs or replacement of the Equipment; or (ii) if the Equipment is not installed in your home, return the Equipment to us for inspection if requested to do so (we will pay or refund the costs for return, providing the Repairs are not caused by the actions set out in 3.1.(d) below). We will repair or replace, at or discretion, the faulty Equipment at our cost, providing the fault is not caused by you, or actions set in 3.1(d) below. (“Repairs”)
18. For installed Equipment, an initial visit to assess and, if possible, perform Repairs will be carried out as soon as is practicable, typically within 1-5 working days depending on urgency.
19. You must call for Repairs as soon as you notice any damage, defect, fault or other failure in the Equipment. You must not allow any person other than our employees or agents to adjust, alter, repair or interfere with the Equipment in any way.
20. To report a fault and to request Repairs out of hours, please contact our Customer Services telephone 24/7 on 0330 123 1335 or email email our Customer Service Team
21. We will make an additional charge to you (which may include the cost of replacement Equipment) if the need for any Repairs is caused by:
22. damage, defect, fault or other failure caused by the use of the Equipment in conjunction with additions, accessories or attachments not supplied by Us.
23. damage, defect, fault or other failure caused by your negligence or improper use of the Equipment;
24. Please note, we may charge you all or part of the costs of a Repair visit if you do not allow us access to the Equipment or where, in our reasonable opinion, your request for Repairs was unnecessary.
Goods
25. The costs of delivery will be displayed on our website at the time of order or provided to you over the phone. You will receive an Order Confirmation can log in to your account at any time on the website to view your order, delivery and payment details. We’ll arrange a convenient collection of the equipment from your preferred address. We will cancel any future payments, although you may also wish to contact your bank to ensure the payment instruction has been cancelled.
26. During the order process we will let you know when we expect to provide the Goods to you, typically within 3 working days. We aim to deliver them to you as soon as reasonably possible and in any event within 30 days after the day on which we send you the Order Confirmation.
27. If our supply of the Goods is delayed by an event outside our control, then we will contact you as soon as possible to let you know and we will take steps to minimise the effect of the delay. Provided we do this we will not be liable for delays caused by the event.
28. If no one is available at your address to take delivery, we will leave you a note informing you of how to rearrange delivery or collect the Goods from a local depot. If after a failed delivery to you, you do not re-arrange delivery or collect them from a delivery depot, we will contact you for further instructions and may charge you for storage costs and any further delivery costs. If, despite our reasonable efforts, we are unable to contact you or re-arrange delivery or collection, we may end the Contract.
29. The Goods will be your responsibility from the time we deliver the Goods to the address you gave us.
30. You will only own the Goods once we have received payment in full.
How we use your personal information
31. We only use your personal information and any other information that you supply to us in accordance with our Privacy Policy and to enable us to provide the Services or Goods to you. For details, please see our Privacy Policy which can be found on our website.
32. PLEASE NOTE: WE CANNOT PROVIDE THE SERVICES OR GOODS WITHOUT PROCESSING YOUR PERSONAL DATA. I
consumer rights
33. As a consumer, you have legal rights in relation to the Services if they are not provided with reasonable care and skill and within a reasonable time, and in relation to Goods if they are damaged or not fit for purpose. Advice about your legal rights is available from your local Citizens' Advice Bureau or Trading Standards office. Nothing in these Terms will affect these legal rights.
Our right to vary these terms
34. We may amend these Terms from time to time to reflect change in relevant laws and regulatory requirements.
35. In other circumstances where we amend these Terms and there is an ongoing Services Contract between us, we will contact you to give you reasonable advance notice of the changes. If you are not happy with the changes, you may terminate the Contract by giving us 1 month’s notice and the changes will not apply to the Contract. If you do not terminate, the updated Terms will take effect at the end of the notice period.
CANCELLATION
36. You can cancel a Contract without giving any reason as follows:
37. for Services, within 14 days of order, or within 14 days of Equipment being delivered or installed if Equipment is being provided (However, if we have already completed or performed a Service by the time you ask to cancel, then you will lose the right to cancel for the completed Services and payment will still be due for these (or no refund will be available). For example, if we have already performed an engineer visit before you ask to cancel);
38. for annual Services which automatically renew (as set out in clause 15.3 below), by cancelling within 14 days of the renewal date; or
39. for Goods, within 14 days of delivery.
40. To cancel a Contract, you just need to let us know that you have decided to cancel. The easiest way to do this is to complete the Cancellation Form (see Appendix A below), but you are not obliged to do so. You can also cancel by:
sending an e-mail to email our Customer Service Team or
telephoning us on 03301 233303
41. You may wish to keep a copy of your cancellation notification for your own records. The cancellation will take effect from the date of the email or telephone call. You will receive a full refund of any charges you have paid for the Services or Goods and any applicable registration, delivery or other charges you paid (save for charges applicable for any Services you have received by the date of cancellation). We will process the refund due to you as soon as possible and, in any case, within 14 calendar days of the day on which you gave us notice of cancellation as described in clause 9.2.
42. We refund you on the credit card or debit card used by you to pay for our services.
43. Where you are exercising your right to change your mind:
44. we may reduce your refund of the price (excluding delivery costs) to reflect any reduction in the value of the Goods if this has been caused by your handling them in a way which would not be permitted in a shop;
45. the maximum refund for delivery costs will be the costs of delivery by the least expensive delivery method we offer.
Defects
46. If you think there is something wrong with your Goods or Services, you must contact our Customer Service Team on email our Customer Service Team or 03301 233303
47. . We honour our legal duty to provide you with Goods and Services that are as described to you on our Website and that meet all the requirements imposed by law.
48. All Equipment supplied as part of the Service remains our property. Ownership of the Equipment does not transfer to you at any time.
49. The Equipment we provide must be of satisfactory quality, fit for its intended purpose and as described. If the Equipment develops a fault, please contact us as soon as possible. We will arrange to repair or replace the faulty Equipment at no additional cost, within a reasonable time and without causing you significant inconvenience.
50. If we are unable to repair or replace faulty Equipment within a reasonable time, you may be entitled to an appropriate reduction or refund of the charges you have paid and, where applicable, the right to end your Agreement. This does not apply where the fault or damage has been caused by misuse, accidental damage, failure to follow the instructions provided or normal wear and tear.
51. You have the following rights in relation to the Services we provide:
52. You can ask us to repeat or correct a Service if it has not been carried out with reasonable care and skill. If we cannot correct it within a reasonable time and without causing significant inconvenience, you may be entitled to an appropriate reduction or refund of the charges you have paid.
53. Unless otherwise stated when you order, we provide a 12-month workmanship warranty for installation and other workmanship Services. This warranty is in addition to your statutory rights and does not affect them.
54. If a price has not been agreed in advance, the price you are asked to pay must be reasonable. If a timescale has not been agreed in advance, the Service must be carried out within a reasonable time.
55. The Consumer Rights Act 2015 expressly covers contracts for the hire of goods, even though ownership remains with the supplier. It also preserves rights relating to satisfactory quality, repair or replacement and reductions or refunds where issues cannot be resolved.
No international provision
56. Unfortunately, we do not provide Services or Goods to addresses outside the UK.
57. You may place an order from outside the UK, but this order must be for Services or Goods to be provided to an address within the UK.
Charges for Services and Registration charges
58. The charges for the Services and Goods will be as set out on the Website and then confirmed in the Order Confirmation. We take all reasonable care to ensure that the charges are correct at the time when the relevant information was entered onto the system.
59. We may update the price of Goods and Services from time to time, and all current pricing will be displayed on our Website. However, if you have an ongoing Service from us, then we may still vary the charges from time to time. However, where we do so we will provide you with three (3) months prior notice of the variation. We will apply the variation automatically after this 3-month period (unless your Service is subject to a minimum period, e.g. a 12-month subscription, in which case the change will only take effect at the end of this minimum period). WHERE WE VARY THE CHARGES FOR ONGOING SERVICES YOU WILL HAVE THE RIGHT TO TERMINATE THE SERVICES IN ACCORDANCE WITH CLAUSE 15.3.
60. The charges for the Services and Goods stated include VAT, which is payable by you.
61. If you are eligible for VAT relief, you will be requested to confirm this during the order process and be requested to complete a separate VAT exempt declaration in a form acceptable to HM Revenue & Customs confirming that you fulfil all the criteria for eligibility. The declaration must be made separately to your order and we will post you a form to complete using the address provided. If you do not complete the declaration, or the information you provide is inaccurate or false, then you will not be entitled to the VAT exemption and we reserve the right to recover from you any additional VAT which HMRC deems to be payable on the Services or Goods your purchased.
62. It is always possible that, despite our reasonable efforts, some of the charges may be incorrect. If we discover an error in the charges we will contact you in writing to inform you of this error and (i) for Goods, will give you the option of continuing the purchase for the correct charges or cancel the order; or (ii) for Services, we will apply the correct charge from the following month.
How to pay
63. You must pay for Goods and any one-off Services, such as Equipment installation, when placing the order. Payment will be made via a third-party payment provider integrated with our Website or taken over the phone.
64. For ongoing/monthly Services, you must pay the monthly charges for the Services by granting us payment authority over your payment card. You agree that you will take all reasonable steps to assist us in collecting the monthly charges under this payment authority, including giving appropriate details to us to enable us to set up the appropriate arrangements through our payment provider or your bank. YOU MUST NOT CANCEL THE PAYMENT AUTHORITY UNTIL THE CONTRACT HAS BEEN TERMINATED. IF YOU DO SO, YOU WILL STILL BE LIABLE TO PAY OUR CHARGES UNTIL THE CONTRACT HAS BEEN PROPERLY TERMINATED. You must ensure that there is an appropriate amount in your bank account to pay the charges as they fall due, otherwise we will charge you any additional costs that we incur.
Our liability TO YOU
65. This clause 14 applies to you as a consumer.
66. If we fail to comply with these Terms, we are responsible for loss or damage you suffer that is a foreseeable result of our breach of these Terms or our negligence, but we're not responsible for losses you suffer caused by us breaking this contract if the loss:
67. was not obvious that it would happen and nothing you said to us before we accepted your order meant we should have expected it (so, in the law, the loss was unforeseeable);
68. was caused by an event outside our control (see clause 14.4 below); or
69. was something you could have avoided by taking reasonable action, such as following our reasonable instructions to update, repair or replace Equipment;
70. was caused by your failure to provide us with accurate information, such as details regarding the emergency contacts, keyholders or doctors to be contacted in the event of an alarm call;
71. was caused by your failure to notify us of any changes concerning your personal circumstances or the emergency contacts, keyholders or doctors to be contacted in the event of an alarm call;
72. was caused by your failure to keep the Equipment safe and in good condition, which shall include your failure to notify us of defects which may require us to provide Repairs and for which you should reasonably be aware; or
73. was caused by any other breach by you of these Terms.
74. We only supply the Services and Goods under these terms for domestic and private use. To the extent that you use a product for the purposes of your trade, business, craft or profession then, save in respect of any liability which cannot legally be limited, our total liability to you for all losses arising under or in connection with any contract between us, whether in contract, tort (including negligence), breach of statutory duty, or otherwise, shall be limited to what you paid for the Goods and/or Services and all claims for loss of profit, loss of business or business opportunity, business interruption, or indirect or consequential loss are wholly excluded.
75. We do not in any way exclude or limit our liability for any loss which cannot be excluded in law.
76. We will not be liable or responsible for any failure to perform, or delay in performance of, any of our obligations under a Contract that is caused by an Event Outside Our Control. An Event Outside Our Control means any act or event beyond our reasonable control, including without limitation strikes, lock-outs or other industrial action by third parties, civil commotion, riot, invasion, terrorist attack or threat of terrorist attack, war (whether declared or not) or threat or preparation for war, fire, explosion, storm, flood, earthquake, subsidence, epidemic or other natural disaster, or failure of public or private internet, GSM, telecommunications networks or impossibility of the use of railways, shipping, aircraft, motor transport or other means of public or private transport.
77. If an Event Outside Our Control takes place that affects the performance of our obligations under a Contract:
78. we will contact you as soon as reasonably possible after we become aware to notify you; and
79. our obligations under a Contract will be suspended and the time for performance of our obligations will be extended for the duration of the Event Outside Our Control. Where the Event Outside Our Control affects our delivery of Goods or Equipment to you, we will arrange a new delivery date with you after the Event Outside Our Control is over.
Suspension and Termination
80. We may have to suspend the supply of Services or Goods to:
81. deal with technical problems or make minor technical changes;
82. update the order to reflect changes in relevant laws and regulatory requirements; or
83. make changes to the order as requested by you.
84. We may end the provision to you of the Services or Goods where:
85. You do not pay for the Goods or Services, or we are unable to collect the direct debit for our charges on the day it falls due;
86. You abuse the Services by making persistent unnecessary calls;
87. You do not keep up to date the details all necessary information (e.g. your emergency contacts, keyholders and doctors- please refer to Product Schedules for more information);
88. You do not allow our staff access to the Equipment to carry out Repairs;
89. You do not allow us to process your personal data necessary for a Service or supply of Goods; or
90. You are in breach of any other of these Terms.
91. A Contract for Services will continue until ended by you or us. This means that for a monthly Service the Contract will automatically renew for further months, and for an annual Service the Contract will automatically renew for further years, unless notice to end the Contract is given in accordance with this clause 15.3 (or as otherwise permitted under these Conditions). If you have purchased a monthly Service, either you or us may end a Contract for Services by giving 1 month’s written notice to end the Contract, after such notice period the Contract will end. If you have purchased an annual Service (or other Contract for a minimum term), then you or us can end the Contract by giving notice, but thisnotice will only take effect at the end of the current year of Service or other minimum term.
92. Where either of us ends the provision of the Services by giving notice to the other, your obligation to pay for the Services and our obligation to provide the Services will end at the end of the notice period, but until then those obligations will continue.
93. We can stop providing an ongoing Service, if we let you know at least 1 month in advance and we refund any sums you've paid in advance for products which won't be provided.
Intellectual Property
94. We and our licensors retain all intellectual property rights in our services, systems and technology, including any software used in the equipment we provide to you.
95. The equipment may contain software which is necessary for it to operate and for you to receive the services. While your contract is in force, we permit you to use that software solely as part of your normal personal use of the equipment and services.
96. You must not copy, modify, adapt or misuse any software in the equipment, or attempt to access or interfere with our systems, except where the law allows you to do so.
97. Nothing in these Terms transfers ownership of any intellectual property rights to you.
Communications between us
98. When we refer, in these Terms, to "in writing", this will include e-mail or other electronic messaging.
99. To report a fault and to request Repairs, please contact our Customer Services telephone line 24/7.03301 233303
100. For system security reasons, we may use non-geographic telephone numbers to take calls from you. For example: 08 or 03 numbers. However, please note that we do not apply additional charges for these non-geographic numbers, which will be charged at the basic rate. Therefore, whether you will be charged for calling us will depend on what call plan you have with your phone provider in relation to UK land line (geographic numbers).
101. If you wish to contact us to make a complaint or for any other reason, you can do this by:
sending an e-mail to hello@thunstall265.co.uk; or
by telephoning us on 03301 233303
102. If we have to contact you or give you notice in writing, we will do so by e-mail or by pre-paid post to the address you provide to us in your order.
103. We may record any telephone conversations between us in accordance with guidelines issued by the Telecare Services Association.
Disputes
104. We always try to resolve any complaints you have quickly and fairly. If we are unable to resolve your complaint through our internal complaints process, you may be entitled to use an alternative dispute resolution (ADR) provider. Alternative dispute resolution is a process where an independent body considers the facts of a dispute and seeks to resolve it, without the need to go to court.
105. We are not obliged to use ADR and do not agree in advance to do so. You may access alternative dispute resolution (ADR) through: Citizens Advice Consumer Service: https://www.citizensadvice.org.uk/consumer/
106. These terms are governed by English law and wherever you live you can bring claims against us in the English courts. If you live in Wales, Scotland or Northern Ireland, you can also bring claims against us in the courts of the country you live in. We can claim against you in the courts of the country you live in.
Other important terms
107. We can transfer our contract with you, so that a different organisation is responsible for supplying your product. We'll tell you in writing if this happens and we'll ensure that the transfer won't affect your rights under the contract.
108. You can only transfer your contract with us to someone else if we agree to this.
109. This contract is between you and us. Nobody else can enforce it and neither of us will need to ask anybody else to sign-off on ending or changing it.
110. If a court invalidates some of this contract, the rest of it will still apply. If a court or other authority decides that some of these terms are unlawful, the rest will continue to apply.
111. Even if we delay in enforcing this contract, we can still enforce it later. We might not immediately chase you for not doing something (like paying) or for doing something you're not allowed to, but that doesn’t mean we can't do it later.
Product Schedules
Product 1: Tunstall
112. The following terms and conditions apply if you have purchased our Tunstall Service:
113. Details of Service. We will provide to you the following monitoring service or such other service and facilities as we consider appropriate from time to time to monitor alarm calls made by you, providing such changes do not negatively impact the Service you are receiving (“Tunstall”):
114. We will provide a service to receive alarm calls sent by you by means of the alarm call Equipment.
115. As soon as is possible after it has been received we will relay the alarm call at our discretion to your named emergency contact who should be within 10 miles of your home wherever possible (2 contacts will be requested).
116. We may also, at our absolute discretion, supply anybody we notify with details of your health and/or nominated keyholder and/or your personal circumstances.
117. We will base the exercise of our discretion on our understanding of the degree of the emergency of each case following verbal contact with you and on the details of your personal circumstances. In exercising our discretion we shall also be entitled to take into account all other relevant information known to us.
118. If we cannot establish verbal contact with you, we will treat the alarm call as a request to notify the appropriate emergency contact.
119. We will at all times be acting solely as your agent in notifying any emergency contact. This means that we accept no responsibility for any consequences following a request for assistance made by us following an alarm call, including charges made by an emergency service or emergency contact.
120. We will at all times be acting solely as your agent in notifying any emergency contact. This means that we accept no responsibility for any consequences following a request for assistance made by us following an alarm call, including charges made by an emergency service or emergency contact.
121. Our obligations under Tunstall shall not under any circumstances extend beyond the obligation to receive and relay alarm calls as set out above. We shall not be responsible directly or indirectly for the failure of any third party (e.g. any emergency service, emergency contact, keyholder or doctor) to respond appropriately when we notify them of the alarm call.
122. We will treat all information received by us relating to you or your keyholder and emergency contacts as confidential, but we reserve the right to disclose this information as we deem necessary when contacting any healthcare professional, keyholder, emergency contact, local authority or emergency service in connection with Tunstall.
123. You must not abuse or permit any other person to abuse Tunstall by making persistent calls without reasonable cause.
124. You must keep us fully informed of any changes to your personal information.
125. You must notify us of any details we request concerning emergency contacts, keyholders and doctors who may be contacted by us under Tunstall in an emergency and to any changes of them. You must ensure that the persons you name as emergency contacts, keyholders and doctors are aware that they have been so named and that they agree with their name being used for this purpose. We may terminate the Services to you if you do not keep this information up to date.
126. Maintenance. The Tunstall Service includes maintenance of the Equipment provided. This means that, for as long as we provide the Service to you, we will maintain the Equipment in accordance with clause 3.6 of the Terms.
Product 2: Lifeline Digital
Product 1: Lifeline Digital
127. The following terms and conditions apply if you have purchased or are using a Lifeline Digital unit as part of your Service:
128. Connectivity. In order to receive the Services, the Lifeline Digital Equipment must remain connected to a suitable power supply and communication network. We will utilise cellular connectivity where possible; however, where broadband is required, the Equipment will become dependent on a broadband or internet connection. It is your responsibility to maintain any required broadband or internet connection throughout the period in which the Services are being provided. We will not be liable for any interruption to the Services caused by failures in broadband, internet, mobile network, electrical supply or other third-party communication services outside of our control.
129. Details of Service. We will provide to you a monitoring and alarm-handling service, and such other services and facilities as we consider appropriate from time to time, to monitor alarm calls, alerts and notifications generated through the Lifeline Digital Equipment and any connected peripherals, provided such changes do not negatively impact the Service you are receiving.
130. We will provide a service to receive and respond to alarm calls, alerts and notifications sent through the Lifeline Digital Equipment and any compatible connected devices.
131. Alarm Handling. When an alarm call, alert or notification is received, our monitoring centre will attempt to make contact with you to understand what has happened and determine what assistance may be required. Depending on the circumstances, we may contact your nominated contacts, care provider, emergency services or another appropriate organisation. If we are unable to make contact with you, we may escalate the alert in accordance with our operating procedures.
132. Equipment. The Lifeline Digital unit may support compatible peripherals including pendant alarms, automatic fall detectors, smoke detectors and other telecare devices. Additional peripherals may incur additional charges and be subject to a separate order and Contract between us.
133. Audio Communication. When an alarm call, alert or connection is activated through the Lifeline Digital Equipment, our monitoring centre operators may be able to hear sounds and voices within the vicinity of the Equipment in order to assess your wellbeing, communicate with you, understand the nature of the incident and determine the most appropriate response. Audio communication is only available when a connection has been activated and is used solely for the purposes of delivering the Service and responding to alarms, alerts or emergencies.
134. Maintenance and Updates. We may remotely configure, maintain, monitor and update the Lifeline Digital Equipment where required for operational, maintenance, security or service continuity purposes.
135. Ownership. Unless expressly purchased outright by you, the Lifeline Digital Equipment remains our property and must be returned to us upon termination of the Service.
Product 3: Lifeline Pendant
136. The following terms and conditions apply if you have purchased or are using a Lifeline Pendant as part of your Service:
137. Details of Equipment. The Lifeline Pendant is a wearable telecare device designed to enable the user to manually raise an alarm and request assistance through compatible Tunstall Equipment. The device is intended to be worn by the user and used within the operational range of the connected Equipment.
138. Manual Activation. The Lifeline Pendant requires the user to manually press the alarm button in order to raise an alert. The device does not automatically detect falls, emergencies or incidents.
139. Connectivity and Compatibility. The Lifeline Pendant must be connected to compatible Tunstall Equipment, including a compatible Lifeline home unit, in order to transmit alarms and alerts. The Service may be affected by Equipment positioning, connectivity, environmental conditions, property layout, interference or interruptions outside of our control.
140. Wearing the Device. The Lifeline Pendant should be worn in accordance with the manufacturer guidance provided. The device may be worn around the neck or on the wrist using the accessories supplied. Failure to wear the device correctly or consistently may impact the ability to raise an alarm when required.
141. Water Resistance. The Lifeline Pendant is designed to be water resistant for normal day-to-day use. Please note, this only includes use in the shower if specifically advised by the manufacturer. The device must not intentionally be submerged beyond the limits specified by the manufacturer.
142. Battery and Monitoring. The Lifeline Pendant includes battery functionality designed to support long-term use. If this is the case, it presents to our Alarm Receiving Centre as an incoming alert/call where our staff will inform you of the low battery.
143. Range and Connectivity. The Lifeline Pendant communicates wirelessly with compatible Tunstall Equipment. Device range and performance may vary depending on environmental conditions, building materials, property layout and other factors outside of our control.
144. Audio and Alarm Response. Where the Lifeline Pendant activates an alarm through connected Equipment, our monitoring centre operators may attempt to communicate with you through the connected Lifeline Equipment and may be able to hear sounds and voices within the vicinity of the Equipment for the purposes of assessing the situation and arranging an appropriate response.
145. Ownership. Unless expressly purchased outright by you, the Lifeline Pendant remains our property and must be returned to us upon termination of the Service.
Product 4: Lifeline Fall Detector
146. The following terms and conditions apply if you have purchased or are using a Lifeline Fall Detector as part of your Service:
147. Details of Equipment. The Lifeline Fall Detector is a wearable telecare device designed to automatically detect certain types of falls and raise an alarm through compatible Tunstall Equipment. The device also includes a manual help button which may be activated by the user.
148. Fall Detection. The Lifeline Fall Detector is designed to identify certain sudden, heavy and uncontrolled falls where the user may be unable to call for help themselves. The device is not intended to detect every type of fall and may not identify softer falls, slips, trips, controlled movements, or incidents where the user is able to support themselves or lower themselves gradually to the ground. Whenever possible, users should manually press the alarm button following a fall or emergency rather than relying solely on automatic fall detection.
149. Connectivity and Compatibility. The Lifeline Fall Detector must be connected to compatible Tunstall Equipment, including a compatible Lifeline home unit, in order to transmit alarms and alerts. It is designed for use within the home and may only work in the garden where it remains within range of the connected Equipment. The Fall Detector should be tested throughout the home and in any garden areas where it may be used when the Equipment is installed.
150. Wearing the Device. For optimal fall detection performance, the Lifeline Fall Detector should be worn in accordance with the manufacturer guidance. Tunstall recommends that the device is worn around the neck, as this improves detection accuracy and reduces the likelihood of false alarms. If worn on the wrist, it is recommended that the device is worn on the non-dominant arm.
151. Water Resistance. The Lifeline Fall Detector is rated IP67 and is designed to be water resistant and suitable for normal day-to-day use, including use in the shower. The device must not intentionally be submerged beyond the limits specified by the manufacturer.
152. Battery and Connectivity Monitoring. The Lifeline Fall Detector includes automated connectivity and low battery monitoring functionality when supported by the connected LifeLine Digital. Periodic link tests may be performed between the device and the connected hub to confirm ongoing connectivity. If a low battery is detected, it presents to our Alarm Receiving Centre as an incoming alert/call where our staff will inform you of the low battery.
153. Range and Connectivity. The Lifeline Fall Detector communicates wirelessly with compatible Tunstall Equipment. Device range and performance may vary depending on property layout, environmental conditions, building materials, positioning, interference and other factors outside of our control.
154. Audio and Alarm Response. Where the Lifeline Fall Detector activates an alarm through connected Equipment, our monitoring centre operators may attempt to communicate with you through the connected Lifeline Equipment and may be able to hear sounds and voices within the vicinity of the Equipment for the purposes of assessing the situation and arranging an appropriate response.
155. Ownership. Unless expressly purchased outright by you, the Lifeline Fall Detector remains our property and must be returned to us upon termination of the Service.
Product 5: Interconnected Smoke Alarm
156. The following terms and conditions apply if you have purchased or are using an Interconnected Smoke Alarm as part of your Service:
157. Details of Equipment. The Interconnected Smoke Alarm is an environmental telecare device designed to detect smoke and activate an audible alarm locally within the property, while also transmitting an alert through compatible Tunstall Equipment where connected.
158. Smoke Detection. The Interconnected Smoke Alarm is designed to assist in the early detection of smoke conditions associated with potential fire incidents. The device may not detect all fires, smoke conditions or hazards and should not be relied upon as the sole means of fire protection. Users should continue to follow all general fire safety guidance and ensure appropriate evacuation procedures are in place. If a smoke alarm activation is received, Response will immediately attempt to make voice contact with the customer (including dialling in where applicable); if the customer starts speaking within 30 seconds Response will assess the situation and proceed accordingly, but if Response does not hear from the customer within 60 seconds they will escalate in line with procedure and call 999, and if there are three smoke activations the Fire Brigade must be called on the third activation regardless of what the customer says.
159. Connectivity and Compatibility. The Interconnected Smoke Alarm must be connected to compatible LifeLine Digital in order to transmit remote alerts and notifications. Local audible alarm functionality may continue independently where communication connectivity is unavailable.
160. Installation Requirements. The Interconnected Smoke Alarm must be installed, positioned and maintained in accordance with the manufacturer guidance provided. Incorrect positioning, installation or maintenance may impact the performance of the device. Tunstall may require professional installation for certain configurations or service arrangements.
161. Interconnection Functionality. Where multiple compatible smoke alarms are installed within a property, activation of one device may trigger audible alarms across interconnected devices. Interconnection performance may be affected by property layout, distance, interference and environmental factors outside of our control.
162. Testing and Maintenance. The user is responsible for carrying out regular testing of the Interconnected Smoke Alarm in accordance with the manufacturer guidance, including use of the test functionality where provided. The device should not be painted, tampered with, covered or modified.
163. Battery and Power. The Interconnected Smoke Alarm includes battery backup functionality designed to support operation during temporary power interruptions where applicable. Battery life and performance may vary depending on usage and environmental conditions. Our Alarm Receiving Centre will receive a notification when your battery is low, they will then contact you.
164. False Alarms. Certain environmental conditions including cooking fumes, steam, dust, aerosols or other airborne particles may trigger false alarms. Repeated false alarms may require repositioning, maintenance or investigation of the surrounding environment.
165. Audio and Alarm Response. Where the Interconnected Smoke Alarm activates an alert through connected Tunstall Equipment, our monitoring centre operators may attempt to communicate with you through the connected Lifeline Equipment and may be able to hear sounds and voices within the vicinity of the Equipment for the purposes of assessing the situation and arranging an appropriate response.
166. Ownership. Unless expressly purchased outright by you, the Interconnected Smoke Alarm remains our property and must be returned to us upon termination of the Service.