Terms and Conditions
Last updated: 26 February 2026
These Terms and Conditions ("Terms") apply to the supply of equipment and subscription access to the NurtureHome Assist portal and related services ("Services"). They apply to orders placed by consumers and business customers.
If you do not agree to these Terms, please do not purchase our Services.
1) Who we are
NurtureHome Assist (sole trader)
Address: Little Clayhill Farm, Charlynch Lane, Bridgwater, Somerset, TA5 2PH
Email: info@nurturehomeassist.co.uk
Phone: 07584 653331
2) Key definitions
Client: the person whose home the Equipment is installed in / relates to.
Customer: the person or organisation purchasing the Equipment and/or paying the monthly portal fee.
Family Contact(s): people authorised to receive notifications and access the Portal.
Equipment: sensors and any related devices supplied by us.
Portal: the online dashboard/account area used to view information and configure alerts.
Renewal date: the calendar day of the month the subscription started (and the day the monthly fee is taken).
3) Area we cover
We provide installation and in-person services in Somerset only. If you are outside Somerset, we may decline the order or offer alternatives at our discretion.
4) Not a care service, not an emergency service
NurtureHome Assist provides Equipment and a Portal to support family-led monitoring.
We do not provide care, supervision, emergency response, or live monitoring.
Monitoring is the responsibility of the family/authorised contacts.
Alerts and notifications can be delayed or missed due to power, internet/mobile connectivity, device placement, settings, third-party outages, or other factors.
If there is an immediate risk to life or serious injury, call 999.
5) Quotes, orders, and contract formation
Any website content or quotation is an invitation to treat, not a binding offer.
A contract is formed when we confirm your order in writing (including email) or when we supply the Equipment / start the Portal subscription (whichever happens first).
If you are ordering on behalf of someone else (for example, a family member), you confirm you have permission to do so and to share any necessary information.
6) What you're buying and prices
Your purchase may include:
(A) Equipment (one-off fee)
The standard one-off Equipment fee is GBP 190. This includes fitting and set up (unless we agree something different in writing).
Ownership of the Equipment transfers to you once paid in full.
(B) Portal subscription (monthly fee)
The standard Portal subscription fee is GBP 30 per month.
The subscription renews monthly on the renewal date (the calendar day you signed up, and the day the monthly fee is taken).
7) Payments
Equipment fees are payable before installation/supply, unless agreed otherwise in writing.
Portal fees are charged monthly in advance on the renewal date.
If a payment fails or becomes overdue, we may suspend Portal access until payment is received.
8) Your responsibilities (very important)
To ensure the system works as intended, you agree to:
- provide accurate details about the home and the Client's needs,
- ensure the home has suitable power and connectivity (unless specifically agreed otherwise),
- keep Family Contact details up to date,
- not tamper with or reposition Equipment in a way that affects reliability (unless agreed),
- keep Portal login details secure and only share access with authorised contacts.
9) Appointments, support hours, and call-out fee
Support hours are Monday to Friday, 9:00am to 5:00pm (excluding bank holidays).
If an in-person visit is required (for example, troubleshooting or adjustments), a GBP 20 call-out fee applies.
We may waive the call-out fee where we reasonably determine the issue was caused by faulty Equipment supplied by us or our workmanship (not by connectivity, user settings, third-party services, or tampering).
If we attend and cannot complete the work due to lack of access, unsafe conditions, or missing information, the call-out fee still applies.
10) Cancellation of the Portal subscription (7-day notice rule)
You may cancel the Portal subscription by contacting us at info@nurturehomeassist.co.uk.
To stop the next monthly renewal, we must receive your cancellation request at least 7 days before the renewal date.
If we receive cancellation 7+ days before the renewal date: your subscription will end on the next renewal date and no further monthly fee will be taken.
If we receive cancellation less than 7 days before the renewal date: the subscription will renew for the next month, and cancellation will take effect at the end of that renewed month.
11) Consumer cancellation rights (UK distance selling)
If you are a consumer and you buy at a distance (online/phone/email), you usually have a legal right to cancel within 14 days.
Equipment: the 14-day period typically runs from the day you receive the Equipment. If you handle/use goods beyond what's needed to check them, we may reduce the refund to reflect any loss in value.
Portal subscription/services: if you ask us to start the Portal/service within the 14 days, you may still cancel but you may have to pay for the portion provided up to cancellation.
This section does not affect your statutory rights for faulty goods/services.
12) Business customers
If you are purchasing as a business, consumer cancellation rights (including the 14-day cooling-off period) do not apply.
Business customers may still cancel the Portal subscription under section 10 (7-day notice rule), unless otherwise agreed in writing.
13) Faulty equipment and fixes
We will comply with UK consumer law regarding faulty goods.
If Equipment is faulty or not as described, contact us promptly with details of the issue.
Where appropriate, we will repair, replace, or refund in line with your legal rights.
Manufacturer warranties (if any) apply in addition to your statutory rights.
We are not responsible for faults or reduced performance caused by:
- changes to your internet/router/mobile signal,
- power loss,
- third-party outages (internet/mobile/email/SMS/push notifications),
- moving/tampering with devices,
- building layout changes or interference,
- failure to keep contact details/settings up to date.
14) Portal access, accounts, and acceptable use
Portal accounts may be created for Customers and authorised Family Contacts.
You must not:
- attempt to access another person's data,
- probe/test our systems, introduce malware, or interfere with service availability,
- misuse the Portal or share access outside authorised contacts.
We may suspend or terminate Portal access where necessary for security, misuse, non-payment, or legal compliance.
15) Data protection
We handle personal data in line with our Privacy Policy. You are responsible for ensuring you have permission to provide us with information about the Client and Family Contacts.
16) Changes to services and these Terms
We may update the Portal, features, and these Terms from time to time for security, legal, or operational reasons. If a change materially affects paying customers, we will take reasonable steps to notify you.
17) Liability
Nothing in these Terms limits or excludes liability where it would be unlawful to do so, including liability for death or personal injury caused by negligence, or for fraud.
Subject to that:
- We are not liable for losses caused by events outside our reasonable control (including third-party outages).
- We are not liable for indirect or consequential losses.
- Because this is a family-led monitoring system (not a care/monitoring service), we do not accept liability for failure to detect or prevent incidents.
- Our total liability in connection with the Services is limited to the total amount you paid to us in the 12 months before the event giving rise to the claim, unless the law requires otherwise.
18) Complaints
If you have a complaint, email info@nurturehomeassist.co.uk with details. We aim to respond within 2 working days.
19) Governing law
These Terms are governed by the laws of England and Wales. Any disputes will be handled by the courts of England and Wales, unless consumer law requires otherwise.