Terms & Conditions

Terms & Conditions

Last updated: 08/07/2026

These Terms & Conditions ("Terms") form the contract between Holden Grange Ltd ("Holden Grange", "we", "us", "our") and the person placing an order ("you", "your").

These Terms must be read alongside:

  • the Customer Order Form;
  • the Shipping & Returns Policy;
  • the Refund Policy; and
  • our Privacy Policy.

Together these documents form the "Contract".

By placing an order and/or completing checkout, you confirm that you have read and agree to these Terms.

Contact Details:
Holden Grange Ltd
140 Norwood Road
Southport
PR8 6EH
Email: info@holdengrange.com
Telephone: 01704 332840

1. Definitions

1.1 "Device" means any alarm watch, pendant or related equipment supplied by us.

1.2 "Service" means alarm monitoring and associated services.

1.3 "Trial Period" means the 14-day period starting from delivery of the Device.

1.4 "Minimum Term" means the first 6 months immediately following the Trial Period.

1.5 "Extended Service Agreement" or "ESA" means any optional extended cover purchased.

1.6 "Contract" means the agreement between you and us.

2. Contract Formation

2.1 A Contract is formed when we accept your order.

2.2 We may refuse or cancel an order where:

  • payment fails or cannot be authorised;
  • information provided is incomplete or inaccurate;
  • pricing errors occur; or
  • misuse, fraud or abnormal ordering behaviour is suspected.

3. 14-Day Trial

3.1 The Trial Period begins on the date the order is placed.

3.2 The Trial Period ends 14 days after the date the order is placed.

3.3 No subscription payment is taken during the Trial Period unless the trial conditions are not met.

3.4 The Trial Period is provided in addition to your statutory 14-day cancellation rights.

3.5 We are not required to provide reminders before the Trial Period ends.

3.6 Trial conditions are not met where:

  • the Device is not returned within 14 days;
  • the Device is returned incomplete;
  • the Device is damaged beyond reasonable use; or
  • tracking evidence cannot be provided.

3.7 The Trial Period is limited to one per customer, household or delivery address.

3.8 The Trial is intended for genuine evaluation of the Service. We reserve the right to refuse or withdraw eligibility where misuse is suspected.

3.9 A subsidised delivery charge may apply to trial orders. This charge is non-refundable except where required by law.

3.10 Before dispatching the Device, Holden Grange will normally contact you to confirm your order details, monitoring information and delivery arrangements. If we are unable to contact you within a reasonable period, we reserve the right to cancel the order before dispatch. Where the Device has not been dispatched, the admin charge of £1.99 will not be refunded.

4. Delivery

4.1 Orders placed before 2:00pm (Monday to Friday) are usually dispatched the same working day. Orders placed after this time, or on weekends or bank holidays, will usually be dispatched on the next working day.

4.2 Delivery charges are shown at checkout. Trial orders may be subject to a subsidised delivery charge.

4.3 Delivery times are estimates only and are not guaranteed.

4.4 Risk in the Device passes to you upon delivery.

4.5 You are responsible for ensuring that the delivery address provided is accurate and that arrangements are in place to receive the delivery.

4.6 We are not responsible for delays caused by courier services, incorrect address details, missed deliveries, or events outside our control.

5. Returns During Trial

5.1 If you choose not to continue, the Device must be returned (with tracking obtained) within 14 days of the order date.

5.2 Returns must be sent using a tracked service and proof retained.

5.3 You remain responsible for the Device until it is received by us.

5.4 You are responsible for return postage costs.

5.5 Return instructions will be provided upon request or at the time of cancellation.

5.6 Returned Devices must be complete, in working condition, and not damaged beyond reasonable use. We may charge for missing items, damage, or incomplete returns.

6. If the Device is Not Returned

6.1 If, at the end of the Trial Period, you have neither:

  • returned the Device in accordance with these Terms; nor
  • continued with a paid subscription,

Holden Grange Ltd may:

  • commence your subscription payments in accordance with your chosen payment plan;
  • charge the current replacement cost of the Device to the payment method held on file; and
  • recover any other sums due under this Contract.

6.2 Before applying a replacement charge under clause 6.1, Holden Grange Ltd will normally make reasonable attempts to contact you. This will usually include at least three contact attempts by telephone, email and/or SMS over a period of not less than seven days.

6.3 If the Device is subsequently returned after a replacement charge has been applied, Holden Grange Ltd will refund that replacement charge within 14 days of receiving the Device, provided it is returned complete and in reasonable working condition, allowing for fair wear and tear.

6.4 Nothing in this clause limits any other rights available to Holden Grange Ltd under this Contract or applicable law.

7. Payment Authorisation

7.1 By placing an order, you authorise Holden Grange Ltd to:

  • securely store your payment details;
  • take payments in accordance with this Contract;
  • automatically begin subscription billing where applicable; and
  • recover subscription charges, replacement costs and any other outstanding sums due under these Terms.

8. Subscription & Minimum Term

8.1 If the Device is not returned, the Service will automatically convert to a paid subscription.

8.2 Subscription begins automatically on day 15 following the date the order was placed.

8.3 A Minimum Term of 6 months applies after the Trial Period.

8.4 You remain liable for all payments during the Minimum Term.

9. Device Ownership

9.1 The Device remains our property for the first 12 months.

9.2 Ownership transfers after 12 months of continuous payment.

9.3 If cancelled before ownership transfers, the Device must be returned.

Until ownership transfers, the Device remains the property of Holden Grange Ltd and must be returned upon request if the Contract ends.

10. Our Obligations

10.1 We will:

  • provide monitoring services 24 hours a day, 365 days a year;
  • respond using reasonable skill and care; and
  • aim to answer at least 97.5% of calls within 60 seconds.

10.2 These are service targets and not guarantees.

11. Service Limitations

11.1 The Service depends on third-party infrastructure including mobile networks, broadband connectivity and power supply.

11.2 We are not responsible for failures caused by:

  • network outages;
  • power failure;
  • misuse or accidental damage;
  • unauthorised modifications;
  • events outside our reasonable control.

12. Fall Detection

12.1 Fall detection uses motion sensors and is not 100% reliable.

12.2 It may not detect all falls and may trigger false alerts.

12.3 You must press the alarm button where possible.

13. Your Responsibilities

13.1 You must:

  • provide accurate and up-to-date information;
  • keep contact details current;
  • ensure the Device is charged and tested monthly;
  • provide suitable access arrangements where required;
  • take reasonable care of the Device.

13.2 Failure to comply may delay assistance.

13.3 Access Arrangements

You are responsible for ensuring that safe and effective access arrangements are in place to allow assistance to be provided where required.

13.4 Where emergency services or responders are required to force entry because suitable access arrangements have not been provided, Holden Grange Ltd shall not be responsible for any resulting repair or damage costs unless caused by our negligence.

14. Extended Service Agreement

14.1 An optional ESA is available for £29.99 per year.

14.2 It covers faults, wear and tear, and one replacement per 12-month period (subject to terms).

14.3 It does not cover deliberate damage, misuse, or unauthorised repairs.

15. Cancellation

15.1 You may cancel after the Minimum Term by giving notice.

15.2 If cancelled before ownership transfers, the Device must be returned.

15.3 Payments already taken are generally non-refundable unless required by law.

Where the Device remains the property of Holden Grange Ltd, it must be returned within 14 days of cancellation or termination unless otherwise agreed in writing.

16. Service Suspension & Termination

16.1 We reserve the right to suspend or terminate monitoring services where:

  • subscription payments remain unpaid;
  • payment methods repeatedly fail;
  • we are unable to establish contact after reasonable attempts; or
  • we reasonably believe continued service provision is not possible.

16.2 Before terminating a monitored service, we may attempt to contact:

  • the customer;
  • nominated Persons of Contact; and/or
  • relevant third parties where appropriate.

16.3 Where welfare or safeguarding concerns exist, we may carry out appropriate welfare escalation before disconnection.

16.4 If the Service is terminated and the Device remains our property, it must be returned in accordance with these Terms & Conditions. Charges may apply where Devices are not returned.

17. Data Protection & Subject Access Requests

17.1 We process personal data in accordance with UK data protection law and our Privacy Policy.

17.2 Calls may be recorded for training, safeguarding, quality assurance and evidential purposes.

17.3 Subject Access Requests (SARs)

You may request access to your personal data by contacting us via:

  • Email: info@holdengrange.com
  • Post: Holden Grange Ltd, 140 Norwood Road, Southport, PR8 6EH
  • Telephone: 01704 332840
  • In person during office hours

Requests should include:

  • your full name and contact details;
  • details of the information requested (where applicable);
  • your preferred method of delivery.

17.4 Verification of Identity

We may request verification before releasing data, including:

  • photo identification (passport or driving licence);
  • proof of address (dated within the last three months).

17.5 Acknowledgement

We will acknowledge receipt of your request within 5 working days.

17.6 Response Time

We will respond within one month. This may be extended by up to two additional months for complex requests, in which case we will inform you.

17.7 Fees

Requests are generally free of charge. However, a reasonable administrative fee may be applied where requests are manifestly unfounded or excessive.

17.8 Delivery of Data

Data will be provided in a structured format (such as PDF). Physical copies may be sent by recorded delivery or collected in person where appropriate.

17.9 Exemptions

We may withhold information where disclosure:

  • would infringe the rights of another individual;
  • is subject to legal privilege; or
  • is otherwise restricted by law.

18. Liability

18.1 Nothing in these Terms excludes or limits liability for:

  • a) death or personal injury caused by negligence;
  • b) fraud or fraudulent misrepresentation;
  • c) any matter which cannot lawfully be excluded.

18.2 Subject to clause 18.1, our total liability shall not exceed the total Service Charges paid by you in the 12 months immediately preceding the event giving rise to the claim.

18.3 Subject to clause 18.1, we are not liable for:

  • a) indirect, consequential or special loss;
  • b) loss of profit, revenue, business or opportunity;
  • c) delays in emergency service response times;
  • d) network or connectivity failures;
  • e) loss arising from your failure to comply with your obligations under this Contract.

18.4 The Service is intended as a monitoring and assistance aid and does not guarantee prevention of injury, illness, loss or damage.

18.5 We are not liable for failure or delay caused by events outside our reasonable control, including but not limited to extreme weather, power failure, network outage, civil disturbance, industrial dispute, governmental action or natural disaster.

19. General

19.1 If any provision is unenforceable, the remaining provisions remain valid.

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

Holden Grange Ltd may contact you regarding your Service, subscription, payment, account, safeguarding concerns or termination notices by telephone, SMS, email or post using the contact details you have provided. It is your responsibility to keep your contact details up to date.

Plain English Summary

  • 14-day trial
  • subscription starts automatically if not returned
  • 6-month minimum term
  • device owned after 12 months
  • tracked returns required

<h2>4. Delivery</h2>
<p>4.1 Orders placed before 2:00pm (Monday to Friday) are usually dispatched the same working day. Orders placed after this time, or on weekends or bank holidays, will usually be dispatched on the next working day.</p>
<p>4.2 Delivery charges are shown at checkout. Trial orders may be subject to a subsidised delivery charge.</p>
<p>4.3 Delivery times are estimates only and are not guaranteed.</p>
<p>4.4 Risk in the Device passes to you upon delivery.</p>
<p>4.5 You are responsible for ensuring that the delivery address provided is accurate and that arrangements are in place to receive the delivery.</p>
<p>4.6 We are not responsible for delays caused by courier services, incorrect address details, missed deliveries, or events outside our control.</p>

<h2>5. Returns During Trial</h2>
<p>5.1 If you choose not to continue, the Device must be returned (with tracking obtained) within 14 days of the order date.</p>
<p>5.2 Returns must be sent using a tracked service and proof retained.</p>
<p>5.3 You remain responsible for the Device until it is received by us.</p>
<p>5.4 You are responsible for return postage costs.</p>
<p>5.5 Return instructions will be provided upon request or at the time of cancellation.</p>
<p>5.6 Returned Devices must be complete, in working condition, and not damaged beyond reasonable use. We may charge for missing items, damage, or incomplete returns.</p>

<h2>6. If the Device is Not Returned</h2>
<p>6.1 If, at the end of the Trial Period, you have neither:</p>
<ul>
  <li>returned the Device in accordance with these Terms; nor</li>
  <li>continued with a paid subscription,</li>
</ul>
<p>Holden Grange Ltd may:</p>
<ul>
  <li>commence your subscription payments in accordance with your chosen payment plan;</li>
  <li>charge the current replacement cost of the Device to the payment method held on file; and</li>
  <li>recover any other sums due under this Contract.</li>
</ul>
<p>6.2 Before applying a replacement charge under clause 6.1, Holden Grange Ltd will normally make reasonable attempts to contact you. This will usually include at least three contact attempts by telephone, email and/or SMS over a period of not less than seven days.</p>
<p>6.3 If the Device is subsequently returned after a replacement charge has been applied, Holden Grange Ltd will refund that replacement charge within 14 days of receiving the Device, provided it is returned complete and in reasonable working condition, allowing for fair wear and tear.</p>
<p>6.4 Nothing in this clause limits any other rights available to Holden Grange Ltd under this Contract or applicable law.</p>

<h2>7. Payment Authorisation</h2>
<p>7.1 By placing an order, you authorise Holden Grange Ltd to:</p>
<ul>
  <li>securely store your payment details;</li>
  <li>take payments in accordance with this Contract;</li>
  <li>automatically begin subscription billing where applicable; and</li>
  <li>recover subscription charges, replacement costs and any other outstanding sums due under these Terms.</li>
</ul>

<h2>8. Subscription &amp; Minimum Term</h2>
<p>8.1 If the Device is not returned, the Service will automatically convert to a paid subscription.</p>
<p>8.2 Subscription begins automatically on day 15 following the date the order was placed.</p>
<p>8.3 A Minimum Term of 6 months applies after the Trial Period.</p>
<p>8.4 You remain liable for all payments during the Minimum Term.</p>

<h2>9. Device Ownership</h2>
<p>9.1 The Device remains our property for the first 12 months.</p>
<p>9.2 Ownership transfers after 12 months of continuous payment.</p>
<p>9.3 If cancelled before ownership transfers, the Device must be returned.</p>
<p>Until ownership transfers, the Device remains the property of Holden Grange Ltd and must be returned upon request if the Contract ends.</p>

<h2>10. Our Obligations</h2>
<p>10.1 We will:</p>
<ul>
  <li>provide monitoring services 24 hours a day, 365 days a year;</li>
  <li>respond using reasonable skill and care; and</li>
  <li>aim to answer at least 97.5% of calls within 60 seconds.</li>
</ul>
<p>10.2 These are service targets and not guarantees.</p>

<h2>11. Service Limitations</h2>
<p>11.1 The Service depends on third-party infrastructure including mobile networks, broadband connectivity and power supply.</p>
<p>11.2 We are not responsible for failures caused by:</p>
<ul>
  <li>network outages;</li>
  <li>power failure;</li>
  <li>misuse or accidental damage;</li>
  <li>unauthorised modifications;</li>
  <li>events outside our reasonable control.</li>
</ul>

<h2>12. Fall Detection</h2>
<p>12.1 Fall detection uses motion sensors and is not 100% reliable.</p>
<p>12.2 It may not detect all falls and may trigger false alerts.</p>
<p>12.3 You must press the alarm button where possible.</p>

<h2>13. Your Responsibilities</h2>
<p>13.1 You must:</p>
<ul>
  <li>provide accurate and up-to-date information;</li>
  <li>keep contact details current;</li>
  <li>ensure the Device is charged and tested monthly;</li>
  <li>provide suitable access arrangements where required;</li>
  <li>take reasonable care of the Device.</li>
</ul>
<p>13.2 Failure to comply may delay assistance.</p>
<p><strong>13.3 Access Arrangements</strong></p>
<p>You are responsible for ensuring that safe and effective access arrangements are in place to allow assistance to be provided where required.</p>
<p>13.4 Where emergency services or responders are required to force entry because suitable access arrangements have not been provided, Holden Grange Ltd shall not be responsible for any resulting repair or damage costs unless caused by our negligence.</p>

<h2>14. Extended Service Agreement</h2>
<p>14.1 An optional ESA is available for &pound;29.99 per year.</p>
<p>14.2 It covers faults, wear and tear, and one replacement per 12-month period (subject to terms).</p>
<p>14.3 It does not cover deliberate damage, misuse, or unauthorised repairs.</p>

<h2>15. Cancellation</h2>
<p>15.1 You may cancel after the Minimum Term by giving notice.</p>
<p>15.2 If cancelled before ownership transfers, the Device must be returned.</p>
<p>15.3 Payments already taken are generally non-refundable unless required by law.</p>
<p>Where the Device remains the property of Holden Grange Ltd, it must be returned within 14 days of cancellation or termination unless otherwise agreed in writing.</p>

<h2>16. Service Suspension &amp; Termination</h2>
<p>16.1 We reserve the right to suspend or terminate monitoring services where:</p>
<ul>
  <li>subscription payments remain unpaid;</li>
  <li>payment methods repeatedly fail;</li>
  <li>we are unable to establish contact after reasonable attempts; or</li>
  <li>we reasonably believe continued service provision is not possible.</li>
</ul>
<p>16.2 Before terminating a monitored service, we may attempt to contact:</p>
<ul>
  <li>the customer;</li>
  <li>nominated Persons of Contact; and/or</li>
  <li>relevant third parties where appropriate.</li>
</ul>
<p>16.3 Where welfare or safeguarding concerns exist, we may carry out appropriate welfare escalation before disconnection.</p>
<p>16.4 If the Service is terminated and the Device remains our property, it must be returned in accordance with these Terms &amp; Conditions. Charges may apply where Devices are not returned.</p>

<h2>17. Data Protection &amp; Subject Access Requests</h2>
<p>17.1 We process personal data in accordance with UK data protection law and our Privacy Policy.</p>
<p>17.2 Calls may be recorded for training, safeguarding, quality assurance and evidential purposes.</p>
<p><strong>17.3 Subject Access Requests (SARs)</strong></p>
<p>You may request access to your personal data by contacting us via:</p>
<ul>
  <li>Email: info@holdengrange.com</li>
  <li>Post: Holden Grange Ltd, 140 Norwood Road, Southport, PR8 6EH</li>
  <li>Telephone: 01704 332840</li>
  <li>In person during office hours</li>
</ul>
<p>Requests should include:</p>
<ul>
  <li>your full name and contact details;</li>
  <li>details of the information requested (where applicable);</li>
  <li>your preferred method of delivery.</li>
</ul>
<p><strong>17.4 Verification of Identity</strong></p>
<p>We may request verification before releasing data, including:</p>
<ul>
  <li>photo identification (passport or driving licence);</li>
  <li>proof of address (dated within the last three months).</li>
</ul>
<p><strong>17.5 Acknowledgement</strong></p>
<p>We will acknowledge receipt of your request within 5 working days.</p>
<p><strong>17.6 Response Time</strong></p>
<p>We will respond within one month. This may be extended by up to two additional months for complex requests, in which case we will inform you.</p>
<p><strong>17.7 Fees</strong></p>
<p>Requests are generally free of charge. However, a reasonable administrative fee may be applied where requests are manifestly unfounded or excessive.</p>
<p><strong>17.8 Delivery of Data</strong></p>
<p>Data will be provided in a structured format (such as PDF). Physical copies may be sent by recorded delivery or collected in person where appropriate.</p>
<p><strong>17.9 Exemptions</strong></p>
<p>We may withhold information where disclosure:</p>
<ul>
  <li>would infringe the rights of another individual;</li>
  <li>is subject to legal privilege; or</li>
  <li>is otherwise restricted by law.</li>
</ul>

<h2>18. Liability</h2>
<p>18.1 Nothing in these Terms excludes or limits liability for:</p>
<ul>
  <li>a) death or personal injury caused by negligence;</li>
  <li>b) fraud or fraudulent misrepresentation;</li>
  <li>c) any matter which cannot lawfully be excluded.</li>
</ul>
<p>18.2 Subject to clause 18.1, our total liability shall not exceed the total Service Charges paid by you in the 12 months immediately preceding the event giving rise to the claim.</p>
<p>18.3 Subject to clause 18.1, we are not liable for:</p>
<ul>
  <li>a) indirect, consequential or special loss;</li>
  <li>b) loss of profit, revenue, business or opportunity;</li>
  <li>c) delays in emergency service response times;</li>
  <li>d) network or connectivity failures;</li>
  <li>e) loss arising from your failure to comply with your obligations under this Contract.</li>
</ul>
<p>18.4 The Service is intended as a monitoring and assistance aid and does not guarantee prevention of injury, illness, loss or damage.</p>
<p>18.5 We are not liable for failure or delay caused by events outside our reasonable control, including but not limited to extreme weather, power failure, network outage, civil disturbance, industrial dispute, governmental action or natural disaster.</p>

<h2>19. General</h2>
<p>19.1 If any provision is unenforceable, the remaining provisions remain valid.</p>
<p>19.2 These Terms are governed by the laws of England and Wales.</p>

<hr>

<p>Holden Grange Ltd may contact you regarding your Service, subscription, payment, account, safeguarding concerns or termination notices by telephone, SMS, email or post using the contact details you have provided. It is your responsibility to keep your contact details up to date.</p>

<h2>Plain English Summary</h2>
<ul>
  <li>14-day trial</li>
  <li>subscription starts automatically if not returned</li>
  <li>6-month minimum term</li>
  <li>device owned after 12 months</li>
  <li>tracked returns required</li>
</ul>