Terms & Conditions

1. Who We Are

The Sentry Devices Ltd (“Sentry”, “we”, “us”, “our”) is a company registered in England and Wales, company number 12792846, registered office at 173 King Street, Ramsgate, Kent, CT11 8PN. We are registered with the Information Commissioner's Office, registration number ZB520206.

2. About These Terms

These Terms and Conditions (“Terms”) govern access to and use of the Sentry lone worker safety application and associated services (the “Service”). They apply whether you use the Service as an individual who has subscribed directly through an app store, or as a worker of an organisation that has subscribed to the Service (a “Business Customer”).

If a Business Customer has signed a separate written agreement or order form with us, and it conflicts with these Terms, that separate agreement takes priority for that Business Customer.

By downloading, registering for, or using the Service, you agree to be bound by these Terms and by our Privacy Policy.

3. Definitions

Business Customer: an organisation that has subscribed to the Service for use by its workers.

User / “you”: anyone using the Service, whether as an individual subscriber or as a worker authorised by a Business Customer.

Administrator: a person authorised by a Business Customer to manage its account, add or remove Users, and view monitoring data.

Content: alerts, check-in data, location data, messages, and any audio or video captured through the Service.

Subscription: the paid plan giving access to the Service.

4. Eligibility

The Service is designed for use across lone-working industries, including property, but also others such as events, home care, and field-based roles. Different Users reach it in different ways, each with a different age position:

• Individual App Store subscribers: you must be 18 or over to subscribe directly and enter into a contract with us.
• Workers added by a Business Customer: the Business Customer may add a worker as a User from age 16, where that reflects a genuine working relationship lawful in their industry. The Business Customer is responsible for confirming the worker's age and eligibility, and for their own compliance with employment law in doing so.
• Friends and family added by a User: a User may allocate their free additional licences (see clause 6.6) to friends or family of any age, including children under 16. We do not verify the age of anyone added this way. The User allocating the licence is responsible for making sure this is appropriate, including obtaining a parent or guardian's consent where the recipient is a child, particularly if they are under 13, and for supervising their use of the app.

We do not knowingly market the Service directly to children, and children only come to use it through one of the routes above, not by signing up themselves.

5. What the Service Does (and Does Not Do)

This section matters more than any other in these Terms, given what the Service is for. Please read it alongside clause 12 (Liability).

5.1 The Service is a lone worker monitoring and alerting tool. It lets Users check in, share their location, and raise alerts (including panic/SOS alerts), which are made visible to nominated contacts, Administrators, or monitoring personnel as configured by the Business Customer.

5.2 The Service is not an emergency service. It is not a substitute for, and does not replace, contacting the emergency services (999/112) directly. In an emergency, you should always contact the emergency services yourself, or ask someone else to do so, in addition to using any alert function in the Service.

5.3 We do not guarantee that:

• any alert will be received, reviewed, or acted upon within any particular time, or at all;
• the Service will be continuous, uninterrupted, or error-free;
• location data will be accurate, as it depends on device GPS, network signal, and other factors outside our control;
• audio or video capture will work in all conditions (for example, poor connectivity, low light, or where device permissions are not granted).

5.4 When a User activates a panic alarm, the recipients they have nominated within the app (which may include managers, Administrators, or colleagues, all within the same Business Customer, or a friend or family member where the User has chosen one) are notified and can see the User's live location on the in-app map. A recipient can choose to respond, which shows both the recipient and the responding party a direction to follow to reach the User. More than one recipient can respond at the same time. As far as we're aware, no third-party monitoring provider is involved in this process; responses come only from people the User or their organisation has nominated.

5.5 The Service depends on the User's device having power, signal or data connectivity, correct app permissions (location, camera, microphone, notifications), and being kept up to date. We are not responsible for failures caused by device or network issues outside our control.

5.6 Business Customers remain responsible for their own lone-working policies, risk assessments, and emergency procedures under the Health and Safety at Work etc. Act 1974 and related guidance. The Service is a tool to support those procedures, not a replacement for them.

6. Business Customer Accounts

6.1 A Business Customer may authorise Administrators to manage Users and configure alert routing, and may view Content generated by Users in the course of their work, other than panic alarm video. Panic alarm video is only ever accessible to the User who recorded it, as described in our Privacy Policy; Administrators cannot view it through the portal, and a User may choose to share it further themselves if they wish.

6.2 The Business Customer is responsible for:

• having a lawful basis for adding its workers as Users, and giving workers any information about monitoring required by data protection and employment law, including the UK GDPR and the Data Protection Act 2018;
• making sure Users understand and, where required, consent to the use of location, audio and video capture features as part of their role;
• the accuracy of information it gives us about its Users.

6.3 We are the controller of the account and billing data described in our Privacy Policy (for example, admin contact details and licence records). For the operational data your Users generate through the Service, check-ins, location sharing, alerts, incident reports, and any video captured through the panic alarm feature, we act only as your data processor: we store this data on your instructions and do not access it. You, as the Business Customer, are the controller of that data and are responsible for your own compliance with the UK GDPR and Data Protection Act 2018 in respect of it, including informing your workers about monitoring and handling any data subject requests they make.

6.4 Data Processing Terms. Clauses 6.4 to 6.6 form the written data processing agreement required by Article 28 of the UK GDPR between you, as controller, and us, as processor, for the operational data described in clause 6.3. By ticking the box to accept these Terms when creating a portal account, you agree to these terms as controller, and we agree to them as processor. You do not need a separate signed agreement with us for this to take effect.

• Subject matter and duration: hosting and making available the operational data described in clause 6.3, for the duration of your Subscription.
• Nature and purpose: automated storage and retrieval of the data so that the Service can operate as described in clause 5; we do not otherwise use, analyse, or access this data.
• Categories of data subjects: your Users, and any friends or family they have added via a Friends and Family Licence.
• Our obligations: we will process this data only on your documented instructions (including as set out in these Terms), unless required to do otherwise by law; keep it confidential; apply appropriate technical and organisational security measures; only engage a sub-processor (such as our hosting provider) under a written contract imposing equivalent obligations, and will tell you if we intend to change sub-processor; assist you, so far as reasonably possible, in responding to data subject requests and in meeting your own UK GDPR obligations; notify you without undue delay if we become aware of a personal data breach affecting this data; and delete or return this data to you at the end of your Subscription, except where we're required to keep it by law.

6.5 We may need to engage other sub-processors from time to time to provide the Service; we'll keep you informed of any material changes through the usual notice channels in clause 14.

6.6 Friends and Family Licences. Each adult individual User receives 3 free additional licences to give to friends or family. We have no visibility of who these licences are given to or how they're used, beyond knowing a licence has been allocated. The User allocating the licence is solely responsible for that person's use of the Service, including their eligibility under clause 4, obtaining any necessary parental consent, and their conduct.

7. Subscriptions and Payment

7.1 Business Subscriptions

Business Customers pay recurring fees as set out in their order, or in the pricing published on our website, billed in advance monthly or annually as selected. Subscriptions do not renew automatically. We will send reminder emails ahead of the renewal date, and it is the Business Customer's responsibility to arrange payment or confirm cancellation before that date.

7.2 Individual Subscriptions via App Store

If you subscribe directly through the Apple App Store or Google Play Store, your purchase, billing, and cancellation are governed by that store's own terms, and payment is collected by the store, not by us directly.

7.3 Price Changes

We may change Subscription fees. For Business Customers, we will give at least 30 days' notice before a change takes effect on renewal. For individual App Store subscribers, price changes are notified and managed through the App Store.

7.4 Cancellation and Refunds

If you are an individual consumer buying directly from us (not through an app store), the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 give you a right to cancel within 14 days of purchase. Because the Service is digital content or a digital service that starts as soon as you activate it, that 14-day right ends early once you have accessed or used the Service, but only if you have expressly acknowledged this and asked us to begin during the 14 days.

Business Customers may cancel in line with the notice period in their order form, or otherwise on [30] days' written notice. Fees already paid for the current billing period are not refundable, except where required by law.

Nothing in this clause 7 limits your statutory rights as a consumer under the Consumer Rights Act 2015.

8. Acceptable Use

You must not:

• use the Service to harass, stalk, or unlawfully monitor any individual;
• attempt to circumvent the Service's security;
• misuse alert functions, including raising false alerts;
• use the Service for any purpose other than genuine lone-worker safety monitoring in a work context;
• reverse-engineer, resell, or white-label the Service without our written consent.

9. Intellectual Property

The Service, and all software, trade marks, and content in it (excluding Content generated by Users), belong to us or our licensors. We grant you a limited, non-exclusive, non-transferable licence to use the Service for its intended purpose for as long as your Subscription lasts.

10. Data Protection

We process personal data in accordance with our Privacy Policy, available at thesentry.co.uk/privacy-policy, which forms part of these Terms.

11. Third-Party Services

The Service relies on third-party infrastructure, including mapping, push notification, payment, and app store services. We are not responsible for the availability or performance of third-party services outside our reasonable control.

12. Liability

12.1 Nothing in these Terms excludes or limits our liability for:

• death or personal injury caused by our own negligence;
• fraud or fraudulent misrepresentation by us;
• any other liability that cannot be excluded or limited under the law of England and Wales, including your statutory rights as a consumer under the Consumer Rights Act 2015.

12.2 Clause 12.1 is about our own negligence only. We are not liable for the acts or omissions of Users, Business Customers, Administrators, or any other third party, including a failure by a nominated recipient to notice or respond to an alert. Subject to clause 12.1, and to the maximum extent the law allows:

• we provide the Service as a monitoring and alerting aid only, and do not accept liability for injury, loss, or damage arising from a failure of, or delay in, an alert being received or acted upon, or from reliance on the Service instead of contacting the emergency services directly, or from the acts or omissions of anyone the Service connects a User to;
• our total liability to a Business Customer arising out of or in connection with these Terms in any 12-month period is limited to the fees that Business Customer paid us in that period;
• we are not liable for indirect or consequential losses, including loss of profit, business, or data.

12.3 If you are an individual consumer, we will provide the Service with reasonable care and skill, as required by the Consumer Rights Act 2015. Clause 12.2 does not affect your right to a service performed with reasonable care and skill, or to a repeat performance or price reduction where we fail to meet that standard.

13. Termination

We may suspend or terminate access for material breach of these Terms, including misuse of the Service, non-payment, or unlawful use, giving notice where reasonably practicable.

14. Changes to These Terms

We may update these Terms from time to time. We will give Business Customers at least 30 days' notice of material changes, and will notify individual Users through the app or by email. Continuing to use the Service after a change takes effect means you accept the updated Terms.

15. Complaints and Disputes

Please contact us first at info@thesentry.co.uk so we can try to resolve any concern directly. If you are a consumer, you can also contact Citizens Advice, or an approved Alternative Dispute Resolution provider, for further help.

16. Governing Law and Jurisdiction

These Terms are governed by the law of England and Wales. The courts of England and Wales have exclusive jurisdiction over any dispute, except that if you are a consumer resident elsewhere in the UK, you may also bring proceedings in the courts of the part of the UK you live in, and any mandatory local consumer protections continue to apply.

17. Contact Us

The Sentry Devices Ltd, 173 King Street, Ramsgate, Kent, CT11 8PN. Email: info@thesentry.co.uk.