Terms & Conditions

Last updated: 2 April 2026

These Terms of Service govern your use of the Holden Grange website and the purchase and use of our products and services.

By using our website or placing an order, you confirm that you accept these Terms and agree to comply with them. If you do not agree, you must not use our website or services.

1. ABOUT US

Holden Grange Ltd
Company Number: 13739814

Registered Address:
140 Norwood Road
Southport
Merseyside
PR8 6EH
United Kingdom

Email: hanna@holdengrange.com
Telephone: 01704 332842

2. ACCESS TO THE WEBSITE

2.1 Access is provided free of charge unless otherwise stated.

2.2 We may update, suspend or withdraw the website at any time without notice.

2.3 We do not guarantee uninterrupted, secure or error-free access.

2.4 You are responsible for ensuring compliance with these Terms when accessing the website.

3. ACCOUNTS AND SECURITY

3.1 You must keep login details confidential.

3.2 You must not share access with third parties.

3.3 We may suspend or terminate accounts where misuse or breach is suspected.

3.4 You are responsible for activity under your account.

4. INTELLECTUAL PROPERTY

All website content is owned by or licensed to Holden Grange Ltd and protected by intellectual property laws.

You may use content for personal use only. Commercial use is prohibited without written permission.

5. WEBSITE INFORMATION

5.1 Content is for general information only.

5.2 It does not constitute medical, legal or professional advice.

5.3 We do not guarantee accuracy or completeness.

5.4 You should seek appropriate advice where necessary.

PRODUCT & SERVICE TERMS

6. PRODUCT INFORMATION

6.1 Product images are for illustration only.

6.2 Appearance and specifications may vary.

6.3 You are responsible for ensuring suitability before purchase.

6.4 The exact model supplied may differ but will provide equivalent functionality.

7. PRODUCT USE AND SAFETY

7.1 Our products assist safety but do not replace:

  • emergency services
  • carers
  • medical supervision

7.2 No device guarantees prevention of injury or emergency.

7.3 Devices must be correctly set up, worn and maintained.

8. CONNECTIVITY AND NETWORK REQUIREMENTS

8.1 Devices may rely on mobile networks, GPS, SIM services and third-party systems.

8.2 If there is no signal:

  • alerts cannot be sent
  • calls cannot connect
  • location may not be available

8.3 Performance may be affected by environment, signal strength, battery and network availability.

8.4 A 4G signal is recommended.

9. FALL DETECTION

9.1 Fall detection uses sensors to identify sudden movement and impact.

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

9.3 Performance depends on positioning, movement and environment.

9.4 You must not rely solely on this feature. If able, always press the alarm button.

10. MEDICAL DISCLAIMER

10.1 Products are not medical devices unless stated.

10.2 They do not diagnose or treat medical conditions.

10.3 Seek professional advice where required.

11. PACEMAKERS AND MEDICAL DEVICES

11.1 Keep devices at least 15 cm away from implanted devices.

11.2 Wear on the opposite side of the body where possible.

11.3 Consult your healthcare provider before use.

12. EMERGENCY USE LIMITATION

Devices do not guarantee emergency response and do not replace calling 999.

12A. PROPERTY ACCESS AND KEY SAFE

12A.1 We recommend installing a secure key safe.

12A.2 You must provide:

  • location of the key safe
  • access instructions
  • access code

12A.3 By providing this information, you consent to us sharing it with:

  • emergency services
  • authorised contacts

12A.4 We are not responsible for:

  • incorrect or outdated information
  • failure to gain access
  • misuse where authorised

12A.5 Use of a key safe is the homeowner’s responsibility.

13. ALARM CALL RESPONSE

We aim to answer 97.5% of calls within 60 seconds.
Average response time (April 2025): 4.08 seconds.
This is not guaranteed.

SUBSCRIPTION TERMS

14. MONTHLY SUBSCRIPTION AND PAYMENTS

14.1 Services may be charged on a recurring monthly basis.

14.2 Payments may be taken via:

  • Direct Debit
  • recurring card payment

14.3 By providing payment details, you authorise recurring charges.

14.4 Failed payments may result in service suspension.

15. 30-DAY TRIAL

15.1 You may cancel within 30 days of delivery.

15.2 You must return the device to:

Holden Grange Ltd
140 Norwood Road
Southport
PR8 6EH

15.3 You must:

  • package securely
  • pay return postage
  • provide tracking details

15.4 If not returned:

  • the trial is accepted
  • monthly payments will begin or continue

16. MINIMUM TERM (12 MONTHS)

16.1 If you cancel within 12 months:

  • the device must be returned

16.2 You are responsible for packaging and postage.

16.3 Failure to return may result in charges.

17. MULTI-DEVICE OFFER

17.1 Second device discounts apply only where:

  • same address
  • one account and bill payer

17.2 If one device is returned, the remaining device reverts to full price.

18. EXTENDED WARRANTY

18.1 £29.99 for 3 years.

18.2 Includes:

  • loss or theft cover
  • one claim per 12 months

18.3 We provide replacement and cover postage.

18.4 We may refuse claims or exclude users for misuse.

18.5 This does not affect statutory rights.

19. DEVICE TESTING

You should:

  • test on setup
  • test throughout the property
  • test at least every 3 months

20. ORDERS AND PRICING

We may cancel orders where errors, fraud or availability issues arise.

21. ACCEPTABLE USE

You must not misuse the website or attempt unauthorised access.

22. THIRD-PARTY LINKS

We are not responsible for external websites.

23. PRIVACY

Personal data is handled in accordance with our Privacy Policy.

SMS TERMS

24. SMS COMMUNICATIONS

You may receive service and marketing messages (with consent).

25. OPT-OUT

Reply STOP at any time.

26. CHARGES

We do not charge for SMS. Your provider may.

27. LIMITATIONS

We are not responsible for delayed or failed messages.

GENERAL TERMS

28. LIABILITY

We exclude liability for indirect losses where permitted by law.

Nothing excludes liability that cannot legally be excluded.

29. CHANGES TO TERMS

We may update these Terms at any time.

30. GOVERNING LAW

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

31. CONTACT

Holden Grange Ltd
140 Norwood Road
Southport
PR8 6EH

Email: info@holdengrange.com
Telephone: 01704 332842