Refund Policy



9.  Your consumer right of refund

This clause 9 only applies to you as a consumer.

9.1  As a consumer, you have a legal right to cancel a Contract without giving any reason under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 during the period set out below in clause 9.2. This means that during the relevant period if you change your mind or for any other reason you decide you do not want to receive the Services, you can notify us of your decision to cancel the Contract and receive a refund. Advice about your legal right to cancel the Contract under these regulations is available from your local Citizens' Advice Bureau or Trading Standards office.

9.2  Your legal right to cancel a Contract starts from the date of the Services Confirmation, which is when the Contract between us is formed. Your right to cancel ends 14 days after the date of the Services Confirmation.

9.3  To cancel a Contract, you just need to let us know that you have decided to cancel. The easiest way to do this is to complete the Cancellation Form set out in clause 9.12 below, but you are not obliged to do so. Please contact us in writing to tell us that you have decided to cancel. This can be done in any effective way, including by

(a)  sending an e-mail to customerservice@lifelineathome.comor
(b)  by sending or hand-delivering a letter to Tunstall Healthcare (UK) Limited at Ascot House, Malton Way, Adwick le Street, Doncaster DN6 7FE or
(c)  by telephoning us on [insert number] or
(d)  by sending a facsimile transmission to 01977 662450.

You may wish to keep a copy of your cancellation notification for your own records. If you send us your cancellation notice by e-mail or by post, then your cancellation is effective from the date you sent us the e-mail or posted the letter to us. If you hand deliver your cancellation notice, then your cancellation is effective from the date that you leave it at our premises. If you telephone us to cancel the Contract, then your cancellation is effective from the time of the telephone call. If you fax your cancellation notice to us, then your cancellation is effective from the date of the fax.

To meet the cancellation deadline, it is enough that you have sent your cancellation notification before the end of the cancellation period.

9.4 You will receive a full refund of any charges you have paid for the Services and any applicable registration or other charges you paid. We will process the refund due to you as soon as possible and, in any case, within 14 calendar days of the day on which you gave us notice of cancellation as described in clause 9.3.

9.5 We refund you on the credit card or debit card used by you to pay our Registration Fee.

9.6 Details of your legal right to cancel and an explanation of how to exercise it are provided in the Services Confirmation.

9.7 Because you are a consumer, we are under a legal duty to supply Services that conform with the Contract. This means that we must provide you with Services that match what is written in these Terms.

9.8 As a consumer, you will always have legal rights in relation to Services that are not carried out with due care and skill or not carried out within a reasonable time. These legal rights are not affected by the cancellation rights set out in this clause 9 or these Terms. Advice about your legal rights is available from your local Citizens' Advice Bureau or Trading Standards office.

9.9 The cancellation form is as follows:

Model Cancellation Form

To: Tunstall Healthcare (UK ) Limited, Ascot House, Malton Way, Adwick le Street, Doncaster DN6 7FE
email: customerservice@lifelineathome.com, fax: 01977 662450
I/We hereby give you notice that I/We cancel my/our contract for the supply of the following service ordered on [insert date of order]
[INSERT NAME OF SERVICE]
[INSERT YOUR NAME]
[INSERT YOUR ADDRESS]
[YOUR SIGNATURE] only necessary if this form is notified on paper.
[DATE]