This document explains your rights and obligations when using Llesiant Delta Wellbeing services. You have a right to clear information, fair treatment, and to cancel within 14 days of receiving your equipment. Please read carefully and contact us if you have any question.

    You will receive a copy of these Terms & Conditions and all key information by email or post. Please retain this document for your records.

    Summary information:

    Key Information Details
    Provider Llesiant Delta Wellbeing Ltd
    Contact Details Address, phone, email listed below
    Service Description See Section 2–3
    Contract Duration & Renewal Monthly rolling contract; automatically renews each month until cancelled
    Total Price (inc. VAT/charges) See Section 4
    Payment Method Direct Debit via GoCardless
    Delivery/Installation See Section 6
    Cancellation Rights 14 days from delivery; see Section 9
    How to Cancel Phone, email, post, or cancellation form
    Fair Usage Policy See Section 10
    Complaints Procedure See Section 13
    Data Protection GDPR compliant; see Section 12

     

    1. Provider Information

    Llesiant Delta Wellbeing Ltd
    Unit 2, Dafen Industrial Estate, Heol Aur, Dafen, Llanelli, Carmarthenshire SA14 8QN
    Telephone: 0300 333 2222
    Email: contactus@deltawellbeing.org.uk
    Complaints: complaints@deltawellbeing.org.uk or Complaints Team, Delta Wellbeing Ltd, 1st Floor, East Gate, Llanelli, SA15 3YF

    All call lines are charged at basic rate only (no premium rate numbers).

     

    2. Service overview

    Delta Wellbeing offers a range of technology-enabled care (TEC) services under the Delta Direct offer. Customers can select from the following plans:

    • Delta Alert: Personal alarm device with 24/7 monitoring and emergency escalation.
    • Delta Active: GPS-enabled pendant or watch with fall detection, two-way voice, and location tracking.
    • Delta Support: Regular wellbeing calls, optional family updates, local service coordination/signposting and advice.
    • Delta Respond: 24/7 in-person emergency attendance, specialist lifting equipment, and follow-up checks.

    All equipment is rented as part of your ongoing service and must be returned if the service ends. Additional devices (e.g., key safes, smoke alarms, medication dispensers) may be purchased outright.

    Your contract is a rolling monthly agreement with no minimum term. This means your service will automatically renew each month unless you choose to cancel.

    We will provide confirmation of your contract, including your order details and cancellation rights, by email or post after sign-up.

     

    3. What’s included

    Delta Alert

    • Personal alarm device (pendant or wrist)
    • 24/7 monitoring
    • Emergency escalation to contacts, responders (where available), or emergency services
    • Initial onboarding call
    • Pre-programming of equipment which is sent to you in the post – all you have to do is plug in or;
    • Optional professional installation (in selected areas)
    • Smart home sensors and extras available

    Delta Active

    • GPS-enabled pendant or smart watch
    • 24/7 monitoring
    • Automatic fall detection
    • Works anywhere with GPS & 4G
    • Two-way voice communication
    • Emergency escalation
    • Pre-programming of equipment which is sent to you in the post – all you have to do is plug in or
    • Optional professional installation (in selected areas)

    Delta Support

    • Regular wellbeing calls
    • Optional family updates
    • Local service knowledge, signposting and advice

    Delta Respond (selected areas)

    • 24/7 in-person emergency attendance
    • Priority scheduling and support
    • Specialist lifting equipment
    • Follow-up checks and escalation to family or emergency services
    • Key safe required for access

    Some services include digital content, such as GPS devices with SIM, smart sensors, data-driven wellbeing monitoring, and app-based components.

    • Technical functionality: These services require compatible equipment and connectivity, such as broadband internet, a mobile network (SIM), or a compatible smartphone or tablet.
    • Compatibility: Please check device requirements before purchase. Some features may require a smartphone with a supported operating system (iOS or Android), active broadband, or mobile data coverage.

     

    4. Costs and payment

    Delta Alert: £23/month (excluding VAT); one-off set-up fee £45 (self-install) or £75 (professional install in selected areas).

    Delta Active: £24.50/month (excluding VAT); one-off set-up fee £45 (self-install) or £75 (professional install in selected areas).

    Delta Support: Add-on for £14/month (including VAT).

    Delta Respond: Add-on for £26/month (including VAT).

    • All payments are collected by Direct Debit via GoCardless. You are protected under the Direct Debit Guarantee. Refunds are processed to the same bank account used for payment.
    • You can stop recurring payments and end your contract at any time by contacting us by phone, email, post or using the cancellation form provided. Once you notify us, your contract and payments will end at the close of your current monthly billing period.
    • Any additional charges or optional extras will only be applied with your express consent.
    • The installation or set-up fee is non-refundable once the service has commenced, even if you exercise your right to cancel within the cooling-off period. This will be clearly communicated before you agree to start the service.

     

    5. VAT

    • If the service user is chronically sick or disabled (for VAT purposes) and the equipment is for their personal use, they will not have to pay VAT on eligible lifeline equipment and installation, provided they complete a VAT relief declaration under HMRC Notice 701/7. As a result, most of our lifeline customers are charged at the zero rate of VAT.
    • To qualify for zero-rated VAT under HMRC Notice 701/7, the service user must complete a disabled person’s VAT-relief declaration. This form is provided by email or at installation.
    • VAT relief (zero-rating) applies only to lifeline equipment and monitoring services (Delta Alert and Delta Active) where the service user completes a disabled person’s VAT-relief declaration. Other services, such as Delta Support and Delta Respond, do not qualify and are charged at the standard VAT rate.

     

    6. Ordering, delivery and installation

    • Orders can be placed online or by phone.
    • Standard delivery is included; equipment is dispatched within a 2-3 working days.
    • Self-installation instructions are provided. Professional installation is available in selected areas; professional installation will be arranged within 10 working days of sign-up. You will receive a call to discuss your needs and arrange installation.
    • Equipment works with broadband or SIM card.

     

    7. Equipment ownership and returns

    • Equipment is rented and remains the property of Delta Wellbeing. Equipment must be returned in good condition within 14 days of cancellation or contract end.
    • If equipment is not returned within 14 days, it may be deemed lost or damaged and you may be charged for replacement.
    • Purchased extras (e.g., key safes, smoke alarms) are owned by you.
    • If equipment is faulty or incorrect, all return and replacement costs will be paid for by Delta Wellbeing; otherwise, you are responsible for return postage.

     

    8. Faulty, damaged or lost equipment

    • Faulty equipment will be repaired or replaced by Delta Wellbeing.
    • If equipment is lost or damaged by you, you are responsible for replacement costs.
    • Minor or superficial damage is not covered.

     

    9. Cancellation and refunds

    Right to cancel
    You have the right to cancel your contract within 14 days from the day after you receive the equipment, for a full refund of all service charges. The installation or set-up fee is non-refundable. This applies whether or not you have used the service during the 14-day cooling-off period.

    To cancel, please contact Delta Wellbeing by phone, email or post. You may use the model cancellation form provided at the end of this document, but it is not obligatory.

    Refunds will be issued within 14 days of cancellation. We may withhold the refund until the equipment has been returned and inspected.

    You must return the equipment within 14 days of notifying us of cancellation. You will bear the direct cost of returning the equipment unless otherwise agreed. If the equipment cannot be returned by post, we will advise you of the cost or arrange collection

    If you handle the equipment beyond what is necessary to establish its nature, characteristics and functioning, you may be liable for any reduction in value. This means that if the equipment is unpacked, used or damaged in a way that goes beyond reasonable inspection, we may deduct an amount from your refund to reflect the diminished value.

     

    10. Service features and requirements

    We will provide all services with reasonable care and skill and within a reasonable time.

    • Monitoring: 24/7 monitoring and emergency escalation.
    • Response: In-person attendance available in selected areas; key safe required for access.
    • Wellbeing calls: Regular calls for Delta Support customers.
    • Additional devices and smart sensors: Range of additional devices available for extra protection.

    All calls are recorded for training and monitoring and for contract administration and safety and are stored in accordance with GDPR. Please refer to our Privacy Notice on our website.

    We will enter your property in emergencies as agreed.

    Fair Usage Policy
    You are required to abide by our Fair Usage Policy, which sets out reasonable use of the service, including but not limited to the frequency of lifeline activations and requests for in-person response to your home. The Fair Usage Policy is designed to ensure the service remains effective and available for all customers. Breach of the Fair Usage Policy may result in review of your service provision or additional charges, as set out in the policy.

     

    11. Key Safe (if applicable)

    • If a key safe is installed, you agree to allow Delta Wellbeing to hold the key safe number for emergency access.
    • You are responsible for informing your insurance company.
    • Delta Wellbeing is not responsible for structural or cosmetic repairs after removal.

     

    12. Privacy and data protection

    Delta Wellbeing complies with GDPR and is Cyber Essentials certified. All personal data is securely stored and handled. Privacy Notice available on request and on our website.

     

    13. Complaints and feedback

    If you have concerns or complaints, contact us by phone, email or post. We aim to resolve complaints quickly and keep you informed.

     

    14. Statutory rights

    Nothing in these terms affects your statutory rights. Goods and services must conform to contract. If you believe your rights have not been met, please contact us. Under the Consumer Rights Act 2015, you have the right to a repair, replacement or refund if the equipment is faulty or not as described.

     

    15. Changes to terms

    • Any changes to these terms and conditions must be expressly agreed by both you and Delta Wellbeing to be legally binding.
    • Changes to costs will occur annually in April. You will be notified at least 28 days in advance.
    • You have the right to cancel your contract if you do not accept the new charges.

     

    16. Additional terms

    You are required to:

    • Keep equipment in good condition and carry out a monthly test to our monitoring centre.
    • Notify us promptly of any faults, change of address, changes to your health or emergency contact details. This helps ensure your safety and the effectiveness of our service.
    • Return equipment when no longer required.

     

    17. Suspension or Termination for Breach of Terms

    We reserve the right to suspend or terminate your contract for any of the services or rented equipment if you breach any material term of these Terms and Conditions, including (but not limited to) failure to pay charges when due or any misuse of the service. If we believe a material breach has occurred, we will contact you to explain the issue and outline the steps we may take before suspending or terminating the service. If termination is required, we will notify you in writing and the termination will take effect from the date specified in that notice.