Subscription Terms & Conditions

Last updated: 2 April 2026

These Subscription Terms & Conditions apply to consumers using services provided by Holden Grange Ltd.

These Terms apply only where you are acting as a consumer (not in the course of a business or trade).

They should be read alongside our Terms of Service, Refund Policy, and Shipping & Returns Policy.

By purchasing or using our subscription services, you agree to these Terms.

1. ABOUT US

Holden Grange Ltd
140 Norwood Road
Southport
Merseyside
PR8 6EH
United Kingdom

Email: info@holdengrange.com
Telephone: 01704 332842

2. THE SERVICE

2.1 Your subscription may include:

  • 24/7 emergency monitoring and call handling
  • SIM connectivity (where applicable)
  • access to our care team
  • customer support

2.2 Full service details are provided at the point of purchase.

3. START OF SUBSCRIPTION

3.1 Your subscription will begin:

  • immediately at purchase (where no trial applies); or
  • after the 30-day trial period, if the device is not returned.

3.2 By activating or continuing to use the service, you confirm acceptance of these Terms.

4. PAYMENT TERMS

4.1 Payment Methods

Payments may be made via:

  • Direct Debit
  • debit or credit card

4.2 Recurring Payment Authorisation

By providing your payment details, you confirm that:

  • you authorise Holden Grange Ltd to take recurring payments;
  • payments may be taken automatically in line with your chosen plan;
  • this authority continues until you cancel your subscription.

4.3 Billing

  • Monthly subscriptions are charged monthly in advance.
  • Annual plans are charged in full upfront.

4.4 Billing Timing

  • Where no trial applies, payment is taken at the point of purchase.
  • Where a trial applies, payment begins after the trial ends (if the device is not returned).

4.5 Failed Payments

If a payment fails:

  • we may retry the payment;
  • services may be suspended;
  • you remain responsible for outstanding amounts.

5. SUBSCRIPTION TERM AND FLEXIBILITY

5.1 No Minimum Term

There is no minimum term.

You may cancel your subscription at any time.

5.2 Monthly Plan

  • continues on a rolling basis;
  • can be cancelled at any time with reasonable notice;
  • payments are taken monthly in advance.

5.3 Annual (12-Month) Plan

  • paid upfront at a discounted rate;
  • covers a 12-month service period.

5.4 Nature of Annual Payment

The annual payment is:

  • a pre-paid service period, not a minimum term contract;
  • offered at a reduced price in exchange for upfront payment.

5.5 Cancellation of Annual Plan

You may cancel at any time.

However:

  • the service will continue until the end of the prepaid period;
  • unused time is non-refundable, unless required by law.

5.6 No Refund for Unused Service

Payments are for access to the service and are not refundable simply because:

  • the device is not used;
  • the service is used less than expected.

This does not affect your statutory rights.

6. 30-DAY TRIAL AND AUTOMATIC SUBSCRIPTION

6.1 Trial Overview

Where a trial applies:

  • the trial lasts 30 days from delivery;
  • no subscription payments are taken during the trial if conditions are met.

6.2 Cancelling During Trial

To cancel:

  • the device must be returned within 30 days;
  • the return must follow our Returns Policy.

6.3 Return Requirements

You must:

  • return the device with all parts and accessories;
  • ensure it is in reasonable condition;
  • use a tracked delivery service;
  • retain and provide the tracking number if requested.

6.4 Failure to Return or Provide Tracking

If:

  • the device is not returned; or
  • tracking is not provided and return cannot be verified

then:

  • the device will be treated as not returned;
  • the trial will be deemed accepted;
  • your subscription will begin automatically;
  • payments will be taken using your authorised payment method.

7. COOLING-OFF PERIOD (UK LAW)

7.1 You have the right to cancel within 14 days under the Consumer Contracts Regulations 2013.

7.2 If you request the service to begin during this period:

  • you may be charged for services provided up to cancellation.

8. DEVICE AND OWNERSHIP

8.1 Devices may be supplied as part of a service.

8.2 Where ownership has not transferred:

  • the device remains our property;
  • it must be returned when required.

9. CANCELLATION

9.1 You may cancel at any time by contacting us.

9.2 Where required:

  • the device must be returned;
  • you are responsible for return postage.

10. CUSTOMER RESPONSIBILITIES

You agree to:

  • keep the device charged and properly used;
  • provide accurate details;
  • test the device regularly;
  • ensure adequate signal coverage.

11. SERVICE LIMITATIONS

11.1 The service depends on mobile networks and third parties.

11.2 We do not guarantee uninterrupted service.

11.3 The service does not replace emergency services.

12. PRICE CHANGES

We may change pricing with reasonable notice.

You may cancel if you do not agree.

13. NON-PAYMENT

If payments are missed:

  • services may be suspended;
  • emergency monitoring may be affected;
  • outstanding amounts remain payable.

14. LIABILITY

We are responsible for foreseeable loss caused by our breach.

We are not responsible for:

  • network failures outside our control;
  • misuse of the device.

Nothing limits your legal rights.

15. STATUTORY RIGHTS

Your rights under UK consumer law are not affected.

16. CHANGES TO TERMS

We may update these Terms at any time.

17. GOVERNING LAW

These Terms are governed by the laws of England and Wales.

18. CONTACT

Holden Grange Ltd
140 Norwood Road
Southport
PR8 6EH

Email: info@holdengrange.com
Telephone: 01704 332842