Customer information
Care service terms
Understand the support included with your system and any separately agreed cover.
Care 24
Care 24 is the included programme for eligible SAFE365 equipment: remote technical support, guided troubleshooting and agreed remote maintenance for the first 24 months. Your order sets out the start date, covered equipment, support hours, languages and tasks.
It does not promise 24/7 alarm monitoring, emergency response, unlimited site visits, insurance or an extended hardware warranty. Statutory conformity rights and any manufacturer’s warranty remain separate.
Optional paid plans
Care Protect and Care Complete are quoted individually, with the price and scope agreed before activation. A saved preference does not start a subscription, take a payment or reserve visits.
Before any paid plan starts, the agreement must identify the provider, exact services, exclusions, fees, duration, renewal, price-change and cancellation rules. Recurring billing cannot be activated by an unselected option or hidden in an equipment price.
Remote access and responsibility
You decide when to grant remote access and to whom. We explain what the agreed support requires. You may revoke access; if that prevents an agreed task, we discuss an alternative rather than claim that access removal cancels all consumer rights.
Maintain the required connectivity, power and supported software, following the agreed guidance. Neither support nor the equipment guarantees that every burglary, fire, leak or other incident will be prevented.
Withdrawal, cancellation and service problems
Applicable statutory withdrawal rights remain available. An early-start request and its consequences must be handled separately, as explained in the installation terms. The final paid agreement must provide a clear cancellation channel and effective date.
Tell us if a service is not delivered as agreed. We assess the circumstances and applicable remedy; there is no general exclusion of responsibility for our own legally actionable failures.
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Contact supportAll legal & customer informationDocument version 2026-10-02.3 · 2 October 2026