Last Updated: 4 March 2026
1. Company Overview
Silver Heart Limited (registered in England and Wales, Company Number 16871344), whose registered office is at 71–75 Shelton Street, Covent Garden, London, WC2H 9JQ, United Kingdom (“we”, “us”, “our”), provides remote companionship, wellbeing check-ins, and digital assistance services delivered via telephone and online communication platforms.
Our purpose is to provide emotional support, social engagement, and general lifestyle assistance to seniors living independently.
All services are strictly non-medical.
2. Non-Medical Service Disclaimer
Our services:
- Do not provide healthcare, therapy, or medical advice.
- Do not replace professional care providers.
- Are not emergency monitoring services.
Clients must contact:
- NHS services
- Emergency services (999)
- A qualified medical professional
for any health-related concerns or urgent situations.
3. Service Delivery Model
Services are delivered through scheduled remote interactions including:
- Companionship telephone calls
- Wellbeing conversations
- Non-clinical reminder prompts
- Digital assistance
- Optional family updates (with consent)
Service delivery depends on:
- Client availability
- Technical connectivity
- Operational scheduling
We reserve the right to reassign staff or adjust schedules where reasonably necessary to maintain service quality.
4. Safeguarding & Welfare Protocol
We operate under a safeguarding-first approach.
If we reasonably believe a client may be at risk of harm, we may:
- Contact the nominated emergency contact
- Escalate concerns to relevant services where appropriate
This may occur without prior notice where immediate concern exists.
5. Consent & Family Authorisation
Where services involve communication with family members:
- The service user must provide informed consent.
- Information shared will be limited to necessary wellbeing updates.
- Consent may be withdrawn at any time in writing.
6. Subscription & Payment Terms
- Services operate on recurring monthly subscriptions.
- Payment is taken in advance via secure third-party payment processors.
- Subscriptions automatically renew unless cancelled before the renewal date.
Failure of payment may result in:
- Suspension of services
- Cancellation after repeated payment failure
7. Cancellation Policy
Customers may cancel their subscription at any time.
However:
- Cancellation applies from the next billing cycle.
- Fees already paid are non-refundable once the billing period has begun.
- Missed or unused sessions are not refundable.
This policy reflects reserved service capacity and scheduling commitments.
8. Scheduling & Missed Sessions
- Clients must provide reasonable notice for rescheduling.
- Repeated missed calls may result in schedule adjustments or service review.
9. Service Boundaries
Our staff will not:
- Provide medical guidance
- Handle financial decisions
- Act as legal guardians or representatives
- Perform crisis intervention
10. Recording & Documentation
We may maintain internal notes to:
- Track wellbeing trends
- Ensure continuity of service
- Maintain safeguarding standards
Calls will only be recorded with explicit prior consent.
11. Limitation of Liability
To the maximum extent permitted by law:
- We are not responsible for health outcomes.
- We are not liable for third-party service or platform outages.
- Our service is companionship-based support only.
Nothing in these Terms limits liability for death or personal injury caused by negligence, fraud, or any liability that cannot be excluded under UK law.
12. Changes to Terms
We may update these Terms & Conditions periodically to reflect operational, legal, or regulatory changes.
The latest version will always be published on our website. Continued use of our services constitutes acceptance of the updated Terms.
13. Governing Law
These Terms & Conditions shall be governed by and construed in accordance with the laws of England and Wales.
Any disputes arising out of or in connection with these Terms shall be subject to the exclusive jurisdiction of the courts of England and Wales.