HeartTec Solutions Ltd

Terms & Conditions

Effective Date: 20 July 2026  

Welcome to HeartTec Solutions. These Terms and Conditions (“Terms”) apply to all products and services provided by HeartTec Solutions (“we,” “us,” or “our”) to customers (“you” or “your”) through our website or any other means. By using our website or purchasing our products or services, you agree to comply with and be bound by these Terms.

Definitions and Interpretation

In these Terms: “HeartTec Solutions”, “we”, “us” or “our” means HeartTec Solutions Ltd. “Device” means the cardiology monitoring device (including any home ECG monitor or 24-hour blood pressure monitor) rented to you under these Terms. “Electrodes” means the adhesive ECG electrodes supplied with a Device. “Monitoring Period” means the recording duration you select (24 hours, 48 hours, 72 hours, 7 days or 14 days). “Report” means the cardiology report we provide following the Monitoring Period. “Terms” means these terms and conditions, as updated from time to time.

Eligibility

By purchasing our services you confirm that you are at least 18 years old and have the legal capacity to enter into these Terms. Where the service is for a person under 18, it must be arranged by a parent or legal guardian who is at least 18 years old; that parent or guardian must give their consent, agree to these Terms on the child’s behalf, and make payment for the service. Our Devices provide monitoring only and are not a substitute for emergency medical care. If you are experiencing a medical emergency, call 999 or attend your nearest A&E department.

1. Services Provided

1.1 Cardiology Monitoring Devices

HeartTec Solutions provides cardiology monitoring devices, including home ECG monitors (available for 24 hours, 48 hours, 72 hours, 7 days, or 14 days) and 24-hour blood pressure monitors. These devices are rented to you for the specified duration of the monitoring service. Upon completion of the monitoring period, a full cardiology report is provided, summarising the key findings and highlighting any abnormalities detected.

2. Use of Devices

2.1 Device Application and Use

You will be provided with a device and instructions for proper application, including video tutorials. It is your responsibility to apply the device within 24 hours of receipt, following the instructions carefully to ensure accurate data collection. You agree to follow all instructions provided regarding the application, use and removal of the device and electrodes. The device and electrodes should not be applied to broken, damaged or already irritated skin.

2.2 ECG Electrodes

The adhesive ECG electrodes supplied with our ECG monitoring devices are manufactured by a third-party medical device manufacturer and are not manufactured by HeartTec Solutions. Whilst the electrodes are designed to be safe and suitable for their intended use, some individuals may experience redness, itching, irritation, discomfort, blistering or another skin reaction at the site of application. The likelihood and severity of any reaction will vary depending on individual skin sensitivity, allergies and medical history. By purchasing and using our ECG monitoring service, you acknowledge that there is a small risk of skin irritation or a skin reaction associated with the use of adhesive ECG electrodes. If you experience significant discomfort, blistering, swelling, severe redness or any other concerning skin reaction, you should remove the device and electrodes. Mild skin irritation or redness will usually subside within a few days after the device and electrodes have been removed. However, if your symptoms persist, worsen, or you have any concerns about your skin reaction, you should seek advice from your local pharmacy or your GP. If you experience a significant or unexpected skin reaction, we ask that you notify HeartTec Solutions so that we can record the event and, where appropriate, notify the manufacturer.

3. Return of Devices

3.1 Obligation to Return

You agree to return the device to any Post Office within 24 hours of the completion of the selected recording duration (excluding weekends and bank holidays) using the prepaid return label provided. You must obtain proof of postage as evidence of timely return. Failure to meet this deadline will result in late return fees as outlined in section 3.3.

3.2 Device Care and Liability

You are responsible for taking due care of the device during the rental period. You will be liable for the following charges:

• Lost devices: £1500 replacement charge
• Damaged devices: Up to £1500 depending on damage extent (photographic assessment required)
• Normal wear and tear: No charge

All damage claims will be supported with photographic evidence and assessment by our technical team.

3.3 Late Return Fee

If you fail to return the device to a Post Office within 24 hours of the completion of the selected recording duration (excluding weekends and bank holidays), the following late return fees will apply: Days 1-3 late: £25 per day Days 4-7 late: £50 per day 8+ days late: £75 per day, plus potential replacement charge Late return fees will be calculated from the end of the 24-hour return window. For example, if your 7-day monitoring period ends on Monday, the device must be posted by Tuesday end of business day (5:00 PM). Fees begin accruing from Wednesday. The late return fees set out above are a genuine pre-estimate of the additional administrative costs and replacement risk we incur when a Device is returned late, and are not intended to operate as a penalty. Grace Period: A 24-hour grace period applies if you can demonstrate that the device was posted on time by providing proof of postage receipt showing the posting date and time. The proof of postage receipt must be submitted to orders@hearttecsolutions.co.uk within 24 hours of being notified of late return fees. Maximum Fee: Late return fees will not exceed £500 before the device is considered lost and the full £1500 replacement charge applies. Payment Terms: Late return fees must be paid within 14 days of invoicing. Failure to pay may result in the device being reported as lost and the full replacement charge being applied.

4. Delivery Policy

We aim to dispatch all orders within 24 hours on business days. Once dispatched, devices are typically delivered within 24 to 48 hours on business days via a tracked courier service, although delivery times are estimates only and cannot be guaranteed. Delivery charges are included with all monitoring devices. You will receive a tracking number once your device has been dispatched. Once your order has been handed to the courier, delivery is carried out by an independent third-party service. Whilst we will make reasonable efforts to assist with any delivery issues, HeartTec Solutions is not responsible for delays caused by the courier or by circumstances beyond our reasonable control, including adverse weather, transport disruption, industrial action, or operational issues affecting the courier. Nothing in this clause limits or excludes your statutory rights under applicable consumer protection legislation. Customers are responsible for ensuring that the delivery address provided is accurate. HeartTec Solutions is not responsible for delays or failed deliveries resulting from incorrect address details supplied by the customer or unsuccessful delivery attempts.

5. Data and Reporting

5.1 Test Reports

Your test report will include an overview of the recording duration, highlighting significant findings and any abnormalities detected. Due to the large volume of data, it is not possible to include every heartbeat in the report. We retain all intellectual property rights in the Report and any materials we produce. You are granted a personal, non-transferable licence to use the Report for your own healthcare purposes and to share it with your healthcare providers.

5.2 Results Submission to GP

As part of your order, we will ask you to provide your GP’s details. Where your Report identifies any abnormal or clinically significant findings, we have a duty of care to notify your GP, and you consent to us contacting your GP for this purpose.

5.3 Consultation with Cardiologist

If you have questions regarding your test results we can arrange a telephone consultation with a consultant cardiologist for a fee of £120.

6. Payments and Fees

6.1 Accepted Payment Methods

We accept payments via major credit and debit cards. Payments are processed securely through our third-party payment provider, which is fully PCI DSS compliant.

6.2 Security of Payment Information

All payment transactions are conducted over secure networks using SSL encryption to protect your information. We do not store your payment details on our servers.

6.3 Billing Information

Charges will appear on your bank or card statement as “HeartTec Solutions.” Please ensure that the name matches your records to avoid confusion or disputes.

6.4 Payment Terms

All payments must be made in full at the time of booking the service unless otherwise agreed. Any charges related to unreturned, lost, damaged devices, or late return fees must be paid within 14 days of invoicing. All prices listed on our website include VAT unless otherwise stated.

6.5 Promotional Pricing Protection

If you received a promotional discount and subsequently request a refund, the refund will be calculated as: (Amount Paid) minus (Discount Received) minus (Applicable Fees). Early bird and promotional offers are non-transferable and void upon cancellation.

6.6 Restocking and Sanitization Fee

Returned unused devices require sanitization, testing, and repackaging. A £20 restocking fee applies to all devices returned where:

• Customer changes their mind after delivery
• Device is returned unused
• Cancellation occurs after dispatch

7. Refund and Cancellation Policy

7.1 Refund Structure

Our refund policy is structured based on the stage of service delivery:

• Before dispatch: Full refund minus £10 administrative fee (to cover processing costs)
• After dispatch but before delivery: 50% refund (to cover dispatch, handling, and non-recoverable costs)
• After delivery: No refunds available as service has commenced

7.2 Processing Fees Notice

All refunds are subject to deduction of payment processing fees (typically 2-3% of transaction value) which are charged by our payment provider and cannot be recovered by HeartTec Solutions.

7.3 Incorrect Device Application

If the device is incorrectly applied resulting in unusable data:

• Video tutorials are provided with all devices to prevent application errors
• Partial refund of 25% may be offered at our discretion
• Customer must provide photographic evidence of device placement for review
• No refund if instructions and video guidance were not followed

7.4 Exceptional Circumstances

Refunds outside standard policy may be considered on a case-by-case basis for:

• Documented medical emergencies preventing device use (medical evidence required)
• Device malfunction confirmed by our technical team
• GP formally advising against the test after booking (written confirmation required)

7.5 Cancellation Requirements

• Cancellations must be submitted in writing to orders@hearttecsolutions.co.uk
• Include order number and reason for cancellation
• Cancellations must be received by 2 PM to prevent next working day dispatch
• Weekend/holiday orders must be cancelled by 2 PM on the last working day before dispatch
• Refund requests must be submitted within 48 hours of the issue arising

7.6 Refund Processing Time

Approved refunds will be processed within 5-10 business days to the original payment method. HeartTec Solutions is not responsible for additional processing time by your bank or card provider.

7.7 Evidence Requirements

All refund requests must be accompanied by relevant evidence (photos, correspondence, medical letters) as applicable. Requests without supporting evidence may be declined.

8. Limitation of Liability

8.1 No Medical Advice

HeartTec Solutions provides monitoring devices and reports based on the data collected. This service does not constitute medical advice, diagnosis, or treatment. Any interpretation of the results should be undertaken by a qualified healthcare professional, such as your GP.

8.2 Device Reliability

While we ensure the proper functioning of the monitoring devices before they are supplied, we are not liable for any errors in data collection resulting from improper device application, failure to follow the instructions provided, or any malfunction of the device beyond our reasonable control.

8.3 ECG Electrodes

The ECG electrodes supplied with our monitoring devices are manufactured by a third-party medical device manufacturer. To the fullest extent permitted by law, HeartTec Solutions shall not be responsible for minor or temporary skin irritation or other adverse skin reactions arising solely from an individual’s sensitivity or allergic reaction to the electrode adhesive or materials, where the electrodes have been supplied and used in accordance with the manufacturer’s instructions and are not defective. The risk of skin reaction is explained in clause 2.2, and the name and contact details of the electrode manufacturer are available from us on request. Nothing in these Terms excludes or limits our liability for death or personal injury caused by our negligence, fraud or fraudulent misrepresentation, or any other liability which cannot lawfully be excluded or limited.

9. Privacy and Data Protection

9.1 Collection of Personal Data

We collect personal data as necessary to provide our services, including your name, contact information, and healthcare data (such as test results). We handle your personal data in compliance with UK GDPR.

9.2 Data Security

We use appropriate technical and organisational measures to protect your personal data from unauthorised access, use, or disclosure. Your data will be encrypted during transmission and stored securely on our servers.

9.3 Sharing of Data

Your test results may be shared with your GP to ensure continuity of care, in accordance with your consent. We do not share your data with third parties for marketing purposes.

9.4 Data Retention

We will retain your personal data only for as long as necessary to fulfil the purposes for which it was collected or as required by law.

10. Fraud Prevention

10.1 Fraud Protection Measures

We implement various security measures, such as Address Verification Service (AVS) and Card Verification Code (CVC) checks, to prevent fraudulent transactions. Any suspected fraud will be reported to the relevant authorities.

10.2 Unauthorised Transactions

In the event of unauthorised or fraudulent use of your payment information, please notify us and your card issuer immediately.

10.3 Chargeback and Dispute Abuse

Customers who initiate chargebacks or payment disputes without first attempting resolution directly with HeartTec Solutions may be liable for all associated fees and costs, including administrative charges and any losses incurred by the company.

11. Compliance with Laws and Regulations

11.1 Applicable Laws

We comply with all applicable laws and regulations, including those governing the healthcare industry, consumer protection, and payment processing.

11.2 Card Scheme Requirements

Our payment processing complies with card scheme requirements, including PCI DSS standards, to ensure the safe handling of your payment information.

12. Changes to Terms

12.1 Amendments

We reserve the right to update or modify these Terms at any time. Any changes will be posted on our website, and the updated Terms will be effective as of the date of posting. Your continued use of our services following the posting of changes constitutes your acceptance of such changes.

13. Governing Law and Jurisdiction

13.1 Governing Law

These Terms are governed by and construed in accordance with the laws of England and Wales.

13.2 Jurisdiction

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.

14. Force Majeure

14.1 Circumstances Beyond Our Control

HeartTec Solutions is not liable for delays, failures, or refunds due to circumstances beyond our reasonable control, including but not limited to:

• Courier service disruptions or delays
• Postal strikes or transportation issues
• Extreme weather conditions
• Government restrictions or regulations
• Pandemic-related disruptions
• Other events beyond our reasonable control

15. General Provisions

15.1 Severability

If any provision of these Terms is found by any court or competent authority to be invalid, unlawful or unenforceable, that provision will be severed and the remaining provisions will continue in full force and effect.

15.2 Entire Agreement

These Terms, together with any order confirmation and the documents referred to in them, constitute the entire agreement between you and us and supersede any prior agreements, representations or understandings relating to their subject matter.

15.3 Waiver

No failure or delay by us in exercising any right under these Terms will operate as a waiver of that right, and no single or partial exercise of any right will prevent any further exercise of it.

15.4 Assignment

You may not assign or transfer your rights or obligations under these Terms without our prior written consent. We may assign or transfer our rights and obligations to another entity, provided this does not adversely affect your rights under these Terms.

15.5 Third-Party Rights

A person who is not a party to these Terms has no rights under the Contracts (Rights of Third Parties) Act 1999 to enforce any of their provisions.

15.6 Complaints

If you have a complaint about our services, please contact us at orders@hearttecsolutions.co.uk so that we can try to resolve it. We ask that you give us a reasonable opportunity to resolve any complaint before initiating a chargeback or payment dispute (see clause 10.3).

16. Contact Us

If you have any questions about these Terms, please contact us at: HeartTec Solutions Email: orders@hearttecsolutions.co.uk Phone: 01206 670082 Address: HeartTec Solutions Ltd, Colbea Central Business Centre, 1 George Williams Way, Colchester, Essex, CO1 2JS