These Terms and Conditions govern your use of the Doctor Alert website, the creation of a My Doctor Alert account and the purchase of any of our products and services. By using this website, opening an account and/or placing an order, you confirm your agreement with us and accept these Terms and Conditions.
If you do not agree to be bound by these terms, please do not use this website, our services or purchase our products. From time to time we may update these Terms and Conditions by posting amendments on this page. The amended terms apply from the date of posting and will continue to govern the extension of any existing membership.
If you have any questions about these Terms and Conditions, please contact our support team by email at support@doctoralert.co.uk or by phone on 0800 102 6309.
1. Definitions
- Active Acceptance — your declaration of acceptance of the Contract on the Order Form, in whatever format it is submitted.
- Advocate — a person named on the Order Form whom you authorise us to discuss your Personal Information with and to receive updates from.
- Authorised Representative — a person named on the Order Form acting on behalf of a Minor or Vulnerable Member (for example a parent, guardian or care professional).
- Contract — the agreement between you and us for the provision of the Service or Goods.
- Device — any item supplied by us to be worn by the Member, including any item engraved with the Member's primary medical conditions, Membership Number and Emergency Service phone number.
- Emergency Service — our 24-hour telephone helpline staffed by professionals who hold the Personal Information you have provided.
- Force Majeure Event — any event or circumstance beyond the reasonable control of the parties.
- Goods — any product you order from us, including Devices.
- Lapsed Phase — a period during which the Emergency Service cannot access your Personal Information (typically due to non-payment).
- Member — the individual named on the Order Form.
- Membership Number — the unique identifier we assign to you for our records.
- Minor — a Member under the age of 18.
- Vulnerable Member — a Member who is unable to give informed consent or to enter into the Contract themselves.
- Order Form — the paper or electronic form on which you order our Services and/or Goods.
- Privacy Policy — our policy on collecting, using and disclosing personal information.
- Service — the provision of the Emergency Service to a Member.
- We / Us / Our — Doctor Alert, registered in England under company number 10685122, at 1 Scallows Close, Crawley, RH10 1QP, United Kingdom.
- Website — www.doctoralert.co.uk.
- You / Your — the Member or the Advocate of a Member entering into a contractual relationship with us.
2. Your order
When you apply for membership, an Order Form will be completed (by you or by us) containing the Personal Information you provide. By submitting the Order Form — online, by telephone or by mail — you Actively Accept these Terms and Conditions and enter into a legally binding Contract with us. The Order Form and Privacy Policy form part of this Contract.
For telephone orders, we will send a written or email confirmation including a copy of the Terms. You have 48 hours from receipt to notify us if you do not accept them; if you do, we will be released from any liability under the Contract.
We may, at our sole discretion, decline to accept any Order or to make an Offer.
3. The service we provide
Member Personal Information will be released as necessary to help with medical treatment or to provide other support. By entering into this Contract you consent to the transfer of your data outside the United Kingdom and/or EU where this is required to deliver the services described.
4. Keeping your information accurate
You and any Advocates you have nominated may discuss and update the Personal Information we hold. Where the Personal Information you provide differs from what we hold, we are entitled to disregard the discrepancy until it can be verified with you (or, where applicable, a professional acting under a duty of care). It is your responsibility to keep your Personal Information accurate, up-to-date, complete and truthful — including by notifying us promptly of any changes. You should review your information regularly.
Only the named Member may use the Device. If the Device is worn by anyone other than the Member, a physician or emergency clinician may be unable to identify the Member's condition reliably, and the Member accepts the associated risks.
Where an Authorised Representative is acting on behalf of a Vulnerable Member, we may assume that the Representative has authority to act. Where you designate an Advocate, we may assume the Advocate is authorised to act on your behalf. If you request access to your personal details and medical records through the website, we will provide you with login credentials which you agree to keep confidential.
5. Price and payment
The price for the Goods (including delivery charges and VAT) and Services is set out on the Order Form. The monthly monitoring fee is payable on each anniversary of the date the Contract was first entered into, or the next business day. We are entitled to increase the monitoring fee at any time, provided we give you at least one month's notice before the next monitoring fee falls due.
Payment may be made by direct debit or any other payment method we make available at the time of renewal. All payments are due in pounds sterling or euros, as indicated. Goods and Services will not be delivered or provided until payment in full has cleared. If you fail to pay the monitoring fee, we may terminate the Contract immediately so far as it relates to the Services and any undelivered Goods, and access to the Emergency Service will end. If you are unable to pay due to financial difficulty, please contact us — in some cases rebates may be available.
6. Delivery
Where possible we aim to dispatch orders placed before 12pm on the same working day for next working day delivery; orders placed after 12pm should arrive within 2 business days. All dispatch estimates are approximate. Ownership of the Goods passes to you on delivery to the address you have specified, and from that point the Goods are your responsibility — we are not liable for loss, standard wear and tear, or destruction after delivery.
7. Warranty
The warranty begins when the product is shipped. If the Goods are defective during the warranty period we may, at our option, replace or repair them. The warranty does not cover repairs made by anyone other than our qualified technicians, products damaged by everyday use, silver tarnishing, scratches to the disc, chain or attachments, misuse or accidents, lost or misplaced products, or changes to the engraved information. This warranty is in addition to your statutory rights, which are not affected.
8. Data protection
Our Privacy Policy explains our approach to data security and the privacy of personal data, and may be updated from time to time. We process personal data in accordance with the UK General Data Protection Regulation and the Data Protection Act 2018. The data we retain is used only to provide the Service. We act as the data controller for the personal data we collect about you.
9. Force majeure
Neither party will be in breach of this Contract, or liable for any delay in performing or failure to perform any of its obligations, where this is caused by a Force Majeure Event.
10. Cancellation of orders and refunds
You may terminate the Contract after placing an order, but any entitlement to a refund will be determined following review by our customer relationship team. To terminate a Contract, please contact us by mail, email or telephone.
Non-personalised items may be returned to our membership service department in their original packaging, new and unused. The customer is responsible for return postage. Where a refund is due, we will refund you via your original payment method, typically within 3–5 weeks for non-personalised items.
11. Termination
This Contract may be terminated immediately by written notice if:
- You fail to pay any bills when due; or
- You breach any part of the Contract (including providing inaccurate Personal Information) and, where the breach is capable of remedy, fail to remedy it within 14 days of receiving notice from us.
We may also terminate this Contract on written notice from you. Where the Contract is terminated and you return or destroy all Devices, we will delete your Personal Information from our records on request. If you continue to wear the Device after termination, we are under no obligation to provide the Emergency Service or to maintain your Personal Information.
You should stop wearing the Device after termination as this could cause confusion in the event of an emergency. Please destroy the Device or return it to us. The Device should not be worn by anyone other than the original Member.
Where we do not receive payment, we will enter a Lapsed Phase during which we no longer have your consent to share your information. The Lapsed Phase lasts for six months, after which your Personal Information will be removed and your record anonymised. You may request earlier removal of your data during this period — please see our Privacy Policy for full details.
Where a Minor Member reaches the age of 18, they will be offered the opportunity to enter into their own Contract. If the Contract is terminated, we will retain the existing Personal Information until the new adult Member contacts us.
12. Intellectual property
You acknowledge that all copyright, trademarks and other intellectual property rights in the content on the Website remain ours or those of our licensors. You may only use this material where we or our licensors have specifically authorised it.
Where you access this Website, you agree that any download of content is for your personal, non-commercial use only (and where you have made a Purchase). You agree not to copy, reproduce, transmit, publish, display, distribute, exploit commercially or create derivative works from this material.
13. Third-party links
We may provide links to other websites and resources. You acknowledge and agree that we are not responsible for the availability of those external sites or resources, and do not endorse or accept any responsibility for their content, advertising, products, services or practices, or for any damage, loss or offence caused or alleged to be caused by use of or reliance on those external sites.
14. Notices
Any notice given under this Contract must be in writing and delivered by hand or by pre-paid first-class post (or other next-working-day delivery service) to the address of the party receiving the notice. Notices delivered by hand are deemed received when the delivery receipt is signed; notices sent by post are deemed received at 9.00am on the second business day after posting. This clause does not apply to the service of proceedings or other documents in any legal action.
15. Charitable communications
By signing up for a Doctor Alert membership, you agree that Doctor Alert may email or post communications to you about its fundraising initiatives and charitable projects.
16. Third-party rights
A person who is not a party to the Contract has no right under the Contracts (Rights of Third Parties) Act 1999 to enforce any term of it, unless expressly stated otherwise.
17. Governing law and jurisdiction
This Contract, and any disputes or claims (including non-contractual disputes or claims) arising out of or in connection with it or its subject matter or formation, are governed by and construed in accordance with the laws of England and Wales. Each party irrevocably agrees that the courts of England and Wales have exclusive jurisdiction to settle any such dispute or claim.