Terms of service.

1. About Hearth

Hearth is a wellbeing monitoring system provided by Hearth Systems Ltd ("we", "us", "our"). Hearth uses passive sensors to track activity patterns in the home. It is not a medical device and does not provide medical advice, diagnosis, or treatment.

2. The service

Hearth is a subscription service comprising hardware (the Hearth Hub and sensors) and ongoing monitoring, alerting, and reporting capability delivered via the Hearth app and dashboard. We will provide the service with reasonable skill and care.

3. What Hearth is not

Hearth is not a replacement for professional care, medical monitoring, or emergency services. Hearth does not guarantee detection of all incidents, falls, or medical events. The system monitors activity patterns and alerts to deviations from routine. It does not directly detect medical emergencies.

If you have serious concerns about your parent's health or safety, contact their GP, call NHS 111, or call 999.

4. Your responsibilities

• You are responsible for obtaining the informed consent of the person being monitored before installing Hearth.
• You are responsible for correct sensor placement and ensuring the hub remains powered and connected.
• You are responsible for the accuracy of your account information.
• You are responsible for managing Care Circle membership appropriately.

5. Ordering, subscription and payment

While the waitlist is open, joining it is not an order and creates no obligation on either side. When a Hearth is available for your home we confirm the package and price by email and send a secure payment link; an order is placed only when you complete that payment. Payment terms and pricing are as displayed at the time of purchase and confirmed in that email. The hardware is included within the subscription; there is no upfront hardware charge and no deposit. Subscriptions renew automatically unless cancelled before the renewal date. All prices include VAT where applicable.

6. The Hearth equipment

The Hearth hub, sensors and any other equipment we supply remain our property. We lend them to you for as long as your subscription lasts, in the same way a broadband router or TV box comes with a subscription.

Please take reasonable care of the equipment, and do not sell or give it away.

7. Cancellation and returns

You may cancel your subscription at any time through your account settings, subject to the minimum term of your chosen plan. Payments stop when your subscription ends.

If the person Hearth supports dies or moves into residential care, you can cancel straight away, whatever the minimum term of your plan, with no notice period and nothing more to pay for the subscription. The equipment still needs to be returned.

Under the Consumer Contracts Regulations 2013, you have a 14-day cooling-off period from the date of delivery during which you may return the hardware for a full refund.

When your subscription ends, please return the equipment within 30 days. We send prepaid packaging and a return label, so returning it costs you nothing.

If the equipment has not reached us 30 days after your subscription ends, we will remind you. If it has still not arrived 7 days after that reminder, we will charge a non-return fee to the payment card on your account. The fee reflects the cost of replacing the equipment, and the amount is stated when you order and in your order confirmation.

If the equipment comes back damaged beyond normal wear and tear, we may charge the reasonable cost of repairing or replacing the damaged items, up to the amount of the non-return fee. We will tell you what is damaged, and what we will charge, before taking any payment.

8. Limitation of liability

Hearth is provided as a supplementary wellbeing tool. We do not accept liability for any loss, harm, or damage arising from missed alerts, system downtime, sensor malfunction, connectivity issues, or reliance on Hearth as a sole care or monitoring solution.

Our total liability to you in connection with the service is limited to the subscription fees you have paid in the 12 months preceding the claim.

Nothing in these terms excludes or limits liability for death or personal injury caused by our negligence, fraud or fraudulent misrepresentation, or any other liability that cannot be excluded or limited by law.

9. Intellectual property

All content, software, designs, and branding associated with Hearth are the property of Hearth Systems Ltd or its licensors. You may not reproduce, distribute, or create derivative works from any Hearth materials without our written permission.

10. Changes to these terms

We may update these terms from time to time. If we make material changes, we will notify all account holders by email before the changes take effect. Continued use of the service after changes take effect constitutes acceptance.

11. Governing law

These terms are governed by the laws of England and Wales. Any disputes will be subject to the exclusive jurisdiction of the courts of England and Wales.

12. Contact

Hearth Systems Ltd

Email: [email protected]