Terms & Conditions

These Terms & Conditions govern the supply of personal alarm devices and 24/7 monitoring services by AR Connected ("we", "us", "our") to you, the customer. By placing an order or using our service you agree to these terms.

• Supply and (where applicable) rental of a personal alarm device
• Connection to our UK-based monitoring team
• Response coordination with your nominated emergency contacts and/or emergency services where needed
• Ongoing account, billing and customer support

Our monitoring service is operated 9am – 5pm, Monday to Friday. Calls placed outside these hours will be handled in line with our published operating model.

You confirm that you are at least 18 years old (or ordering on behalf of an adult user) and that the information you provide is accurate. The service relies on adequate mobile signal at the user's location.

• Subscriptions are billed in advance on a monthly, quarterly or annual basis as selected at checkout
• Prices are inclusive of VAT where applicable and shown in pounds sterling (£)
• We reserve the right to update pricing on renewal with at least 30 days' notice

You may cancel within the 14-day cooling-off period under UK consumer law. After this, monitoring may be cancelled with 30 days' notice. Full details, including which fees are refundable, are set out in our Returns Policy.

• Keep the device charged and worn as advised
• Carry out monthly test calls
• Inform us of any change to address, contacts or medical needs
• Do not tamper with, dismantle or modify the device

If a device is lost or damaged through misuse, replacement fees may apply (see Returns Policy).

We will take reasonable care to respond promptly to alerts and to coordinate appropriate help. However, we do not provide medical advice or treatment, and we are not the emergency services. Response times depend on factors outside our control, including mobile network coverage, the availability of NHS and other emergency responders, and the accuracy of the information you provide.

To the maximum extent permitted by law, our liability for any claim arising out of or in connection with the service is limited to the fees paid by you in the 12 months immediately preceding the event giving rise to the claim. Nothing in these terms limits liability for death or personal injury caused by our negligence, fraud or any other liability that cannot be excluded under English law.

We process your personal information in line with our Privacy Policy and UK GDPR.

We take additional care to support vulnerable customers — see our Vulnerable Customer Policy.

We may update these Terms & Conditions from time to time. The latest version will always be available on our website. Material changes affecting your subscription will be notified to you in advance.

These terms are governed by the laws of England and Wales, and the courts of England and Wales have exclusive jurisdiction.