“My mother died less than three weeks after the renewal of the annual contract. When I asked whether there could be a partial refund, I was told that this was not possible. I was very surprised by this, and felt it to be very unfair.”
Good Afternoon,
Thank you for getting in touch and for providing us with your feedback. I am sorry to hear that you have found our cancellation policy to be unfair.
I have investigated your account and I can see it has been just under a year since your initial cancellation. Unfortunately, as your alarm is now due to expire for this year there is no remaining time on your account to refund. We do require the return of the rental equipment in order to close your account.
We have since changed our policies to reflect the feedback that we received similar to your own. There is now a 30 day cooling-off period after each renewal payment - this means that if the alarm is canceled and returned to us 30 days after payment is taken the payee will be provided a full refund.
Thank you again for your feedback and for your use of the Lifeline24 alarm system. I would like to apologise again for any upset or inconvenience caused.
If we can be of any further assistance, please do not hesitate to get in touch.
Kind Regards,
Rebecca
“Called to order the Lifeline24 and less than 24 hours later it was delivered and installed. Brings peace of mind that should I be on my own and fall that I can call for assistance.”
Good Afternoon,
Thank you for getting in touch. I hope this email reaches you well.
I apologise that you did not receive a paper copy of our registration details.
From looking into the account I can see that my colleague was able to email you a copy of the forms. These have now been received and processed. Your account is now live and ready to use.
Again, I would like to apologise for any inconvenience caused. If you require any further assistance, please do not hesitate to get in touch.
Kind Regards,
Rebecca
“Ordering Lifeline was quick and straightforward the young man explained how it all worked and the device arrived the following day. I filled in the registration forms. A man called Simon rang me on Wednesday to say they had been processed and I was good to go. Setting up was rather more challenging than I anticipated I must have rung 5 times to check out the connections each person was courteous and patience. I received great support”
