Terms and Conditions

Careline Service Terms and Conditions

(A)    THE HIRER AGREES TO:

1.    Provide or be responsible for all payments and charges relating to the use of electricity at the Premises. 

2.    Only use the Equipment supplied by the Council to be linked to the Careline Service.

3.    Allow access to the Premises for installation, maintenance or removal of the Equipment by the Council’s employees and/or their agents during normal office hours. 

4.    Provide the Council with personal details that will be processed and stored in compliance with data protection laws including the UK General Data Protection Regulations, and the Council’s retention schedule. These details will be shared with the Control Centre and used only in the event of an alarm call being made. For more details the Council’s Careline privacy notice can be accessed on the Council’s website at www.stroud.gov.uk  or provided upon request. 

5.    Notify the Council of any change to the Hirer’s personal details and ensure that those people the Hirer has nominated to respond to an emergency have agreed to do so.

6.    Use the Equipment in accordance with the instructions provided by the Control Centre and the Council and only use the Equipment and the Careline service for the purpose for which it is provided (i.e., when assistance is required as a result of ill health, accident or another emergency). 

7.    Report a breakdown of Equipment to the Council or breakdown of telephone line failure to your telephone line provider.

8.    Be responsible for the safe keeping of the Equipment and not allow for the Equipment to be damaged, keep the Equipment clean and pay the Council for all reasonable costs relating to any damage caused to the Equipment. 

9.    Pay to the Council the Careline charges, currently set at £19.17+ VAT per calendar month.

10.    Return all Equipment, following termination of this Agreement, to the Council in good working order. Termination will not be completed and the direct debit will not be stopped until the Council has received all Equipment.

11.    Make a regular test call each month to the Control Centre, using the Hirer’s pendant to check functionality and to ensure good working order and connection between the Hirer and the Control Centre. 

12.    Not to transfer the Equipment to another address/person without consent from the Council.

13.    Take advice from the Council to insure the Equipment under a house contents insurance policy.

(B)    THE COUNCIL AGREES TO:

1.    Provide and install the Equipment at the Premises.

2.    Provide repairs and maintenance when faults of Equipment occur. 

3.    Monitor the Control Centres’ efficiency in responding to emergency calls urgently but they cannot guarantee an immediate response by the emergency services, or those persons appointed by you, the Hirer.

4.    Emergencies are defined as incidents where life is endangered or damage to the dwelling or its contents would occur.

 

(C)    THE COUNCIL IS NOT RESPONSIBLE OR LIABLE FOR:

1.    The cost of repairs to any Equipment or the Hirers Premises, as a result of any damage caused, except if such damage is directly due to the Council’s negligence. 

2.    For any breakdown in service caused by matters beyond the Council’s control, i.e., 2G and 4G network failure.

3.    Any damage to the contents or to the structure of the Premises, which may occur as a result of emergency services responding to an emergency call as directed from the Control Centre.

4.    Any advice given by the staff at the Control Centre.

 

(D)    TERMINATION:

1.    The Council may terminate this Agreement and remove Equipment following written notice to the Hirer or by mutual agreement if:
(a)    The Hirer fails to pay any sum due to the Council by cancelling a direct debit without prior notice of cancellation of Careline by the Hirer or via mutual agreement with the Council;
(b)    The Hirer ceases to occupy the Premises in which the Equipment is situated;  
(c)    The direct debit form has not been completed and returned within 28 days from the start of the Agreement; or
(d)    The Hirer misuses the equipment or is in breach of any other term of this Agreement which the Hirer fails to remedy within 14 days of being notified by the Council.

2.    The Hirer may cancel this Agreement at any time after the initial three months rental period. The Agreement end date will be the last day of the same month that the equipment is received back at the Council offices.

 

(E)    CHARGES:

1.    The charges for the Careline service are subject to VAT unless a VAT exemption is in place and is payable monthly or annually in advance by direct debit. 

2.    Exemption from VAT can only be granted if the Hirer: 
a.    has a medical condition that qualifies as ‘chronically sick or disabled’ (as defined in the government guidance ‘VAT Notice 701/7 Relief from VAT for disabled and older people’ and available at https://www.gov.uk/guidance/reliefs-from-vat-for-disabled-and-older-people-notice-7017#customer); and
b. completes and returns to the Council the VAT exemption form in part F of this Agreement. 

3.    The Council will advise the Hirer of any price increase, giving one months’ notice to the Hirer in writing. 

4.    The Hirer will be liable for charges under this Agreement until the Equipment has been returned to the Council.

5.    Charges will apply for additional Equipment needed if Equipment has been lost or irreparably damaged by the Hirer.