Terms & Conditions

These Terms & Conditions (“Terms”) govern your use of the Guardian Care Hub website at theguardiancarehub.com and your purchase or use of the Guardian Care Hub home monitoring system and related services (together, the “Service”). By using our website, installing our equipment, or engaging our services, you agree to these Terms.

If you do not agree to these Terms, please do not use the Service. If you have any questions, contact us on 020 4578 5569 or info@guardiancarehub.com before proceeding.

1. About us

Guardian Care Hub is provided by [Company Legal Name], a company registered in England and Wales under company number [Company Registration Number], with its registered office at [Registered Address] (“we,” “us,” “our”).

2. What Guardian Care Hub is, and what it is not

Guardian Care Hub is a discreet home monitoring system that uses sensors, such as door sensors, motion sensors, temperature sensors, a falls radar sensor, and an optional GPS pendant, to help identify changes in routine, detect possible falls, and send alerts to contacts chosen by you or your household (“Chosen Contacts”).

Guardian Care Hub is not a medical device, a medical alarm service, or a substitute for professional care, supervision, or emergency services.

• The Service does not contact the emergency services (999/112) automatically. Alerts are sent only to the Chosen Contacts nominated on the account.
• The Service cannot guarantee that every fall, medical event, or change in wellbeing will be detected. Sensor technology has limitations and alerts may be delayed, inaccurate, or not triggered at all due to factors including but not limited to network or power outages, sensor placement, interference, or equipment fault.
• The Service should not be relied upon as the sole means of ensuring the safety of any person. We strongly recommend that customers maintain other appropriate care arrangements alongside Guardian Care Hub.

3. Eligibility and your account

You must be 18 or over and legally able to enter into a contract to purchase or arrange installation of the Service. You are responsible for:

• Providing accurate information about the property, household, and any individuals the Service will monitor
• Keeping your contact details and those of your Chosen Contacts up to date
• Obtaining the consent of anyone living in or visiting the property who will be monitored by the sensors, where required
• The security of any account credentials, app logins, or PINs associated with the Service

4. Installation

Installation is arranged following an initial conversation with our team to understand your needs. Our installer will fit the sensors and Guardian Hub at an agreed date and time. You agree to:

• Provide reasonable access to the property for installation, maintenance, and any equipment recovery
• Ensure a suitable Wi-Fi or broadband connection and power supply are available, where required for the system to operate
• Report any faults, damage, or missing equipment promptly

5. Equipment

Unless otherwise agreed in writing or set out in your order confirmation:

• The Guardian Hub, sensors, and any pendant supplied remain the property of [Company Legal Name] and are provided to you for use for the duration of your agreement with us.
• You must take reasonable care of the equipment and must not tamper with, modify, or attempt to repair it yourself.
• On cancellation or termination of the Service, you agree to make the equipment available for collection, or to return it, within [X] days, in reasonable condition allowing for normal wear and tear.
• You may be charged a fair replacement fee for equipment that is lost, not returned, or damaged beyond reasonable wear and tear.

6. Fees and payment

• Current pricing for installation and any ongoing monitoring or subscription fees will be confirmed to you before you place an order.
• Subscription fees, where applicable, are billed [monthly/annually] in advance and are due on the date shown on your invoice.
• We may change our fees from time to time. We will give you at least [X] days’ notice of any price change taking effect, and you may cancel before the change applies.
• Late or failed payments may result in suspension of monitoring and alert services until payment is received.

7. Your right to cancel

If you are a consumer purchasing the Service at a distance (for example, by phone or online) or off-premises, you generally have a 14-day cooling-off period under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 in which you may cancel without giving a reason, subject to certain exceptions (for example, once installation has been completed at your request within that period).

To cancel within the cooling-off period, contact us on 020 4578 5569 or info@guardiancarehub.com. If installation has already taken place at your request, we may charge a reasonable amount for the service provided up to the point of cancellation.

Outside of the cooling-off period, cancellation terms are set out in your order confirmation or service agreement, and may include a minimum term and notice period.

8. Changes to the Service

We may update, modify, or discontinue features of the Service from time to time, including for reasons of security, technology changes, or regulatory requirements. Where a change materially reduces the functionality of the Service, we will give you reasonable notice where possible.

9. Limitation of liability

To the fullest extent permitted by law:

• We are not liable for any loss, injury, or damage arising from a failure of the Service to detect, alert, or respond to a fall, change in routine, or other event, except to the extent such loss arises from our negligence or breach of these Terms.
• We do not exclude or limit our liability for death or personal injury caused by our negligence, for fraud, or for any other liability that cannot be excluded or limited under applicable law.
• Our total liability to you for any claim arising from the Service, other than in respect of the liabilities referred to above, is limited to the amount you have paid us for the Service in the 12 months before the claim arose.

10. Data protection

Our collection and use of personal data, including data gathered by the sensors and pendant, is described in our Privacy Policy. By using the Service, you also confirm that you have the appropriate permission from any other household members or visitors whose activity may be monitored by the sensors.

11. Intellectual property

All content on theguardiancarehub.com, including text, graphics, logos, and the Guardian Care Hub name and branding, is owned by or licensed to [Company Legal Name] and may not be copied, reproduced, or used without our prior written consent.

12. Termination

We may suspend or terminate the Service if you breach these Terms, fail to make payment, or if we reasonably believe continuing to provide the Service would pose a risk to safety, security, or compliance. You may terminate in accordance with the notice period set out in your service agreement.

13. Governing law

These Terms are governed by the laws of England and Wales. Any disputes will be subject to the exclusive jurisdiction of the courts of England and Wales, without prejudice to any mandatory consumer protections available to you in your country of residence.

14. Contact us

If you have any questions about these Terms, please contact us:

• Phone: 020 4578 5569
• Email: info@guardiancarehub.com