V-Home

Terms and conditions

V-Home Terms and Conditions

Call 03333 043 222 or email disability.access@vodafone.co.uk for a large print or braille version of this document.

Your agreement with us - V-Home by Vodafone

Your agreement is with Vodafone Limited, registered in England under number 1471587 at Vodafone House, The Connection, Newbury, Berkshire, RG14 2FN. It's made up of these V-Home Terms and the V by Vodafone Charges Guide which covers the subscription charge for the V-Home Service. We also encourage you to take a look at our Returns Policy which also makes up your "Agreement" with us. You can find these documents at vodafone.co.uk/agreementpolicies

This agreement doesn't cover any connected devices or apps that you may use with the V-Home which will be subject to additional terms (including third party legal terms, privacy policies and eligibility requirements).

You should also look at our Privacy Policy on how we use personal information. You can find our Privacy Policy and Cookie Policy at vodafone.co.uk/privacy

JOINING US AND CHARGES

The basics. Please note, when you purchase a V-Home Hub and V-Home Safety Starter Kit, you will need a V-Home Service subscription in order to use the full functionality. The V-Home Service subscription is for a minimum period of 24 months. The V-Home Hub, V-Home Safety Starter Kit and V-Home Service make up V-Home. This agreement may also be downloaded as a PDF from our V by Vodafone app onto your mobile device.

Requirements. To use V-Home you require:

  • (i) a V-Home Hub;
  • (ii) a V-Home Safety Starter Kit;
  • (iii) internet connectivity via a LAN cable where you intend to set up V-Home;
  • (iv) a device (Android or iOS) with the V by Vodafone app installed which has internet connectivity (to receive V-Home Monitor alerts); and
  • (v) a V-Home Service Subscription.

In order to pay for your V-Home Service Subscription you will also require either:

  • (i) a Vodafone mobile contract that supports additional charges (via charge to bill) and, if pre-pay, have sufficient credit; or
  • (ii) a valid credit or debit card (if you do not have such a mobile contract).

Please note that additional V-Home-compatible add-on kits may require a third party app in order to complete the registration process and/or to fully use the add-on kits.

Register. To register the V-Home you will need to follow the instructions in the quick start guide provided with the V-Home Hub and V-Home Safety Starter Kit. The guide will prompt you to download the V by Vodafone app and activate your V-Home Service subscription via the app. At this point:

  • (i) if you are a Vodafone mobile customer, V-Home will be registered to your mobile telephone number;
  • (ii) if you aren't a Vodafone mobile customer, V-Home will be registered to your email address.

You can then activate the V-Home Service subscription in order to use the full features of V-Home. You can cancel your V-Home Service subscription from your device in the V by Vodafone app but you may be subject to a termination fee if you cancel during the minimum period, as set out in the "Leaving Us" paragraph below.

THE V-HOME SERVICE SUBSCRIPTION

Charging and minimum period. Your V-Home Service subscription is a 24-month minimum period subscription. After this minimum period, your V-Home Service subscription will become a 30-day rolling subscription. You can cancel at any time, but you'll need to give us 30 days' notice. Your V by Vodafone Charges Guide sets out current pricing information about the subscription. Your monthly subscription charge will either be:

  • (i) added to your Vodafone mobile bill; or
  • (ii) where available in respect of non-Vodafone mobile customers, charged to your debit/credit card.

The first payment will be taken as and when you activate the device (and on a 30-day basis thereafter).

Payment. You'll need to pay for all charges within 7 days of the date of your mobile bill. Payments made by non-Vodafone mobile customers will be taken automatically from the debit or credit card registered at the time of taking out the V-Home Service subscription. Where VAT applies, it will be included in the charges. If you pay late, we'll charge interest at 2% above the base rate of Barclays Bank each year and you'll also need to pay a reasonable charge to compensate us for the administration costs incurred.

SERVICES PROVIDED

Your V-Home Service subscription includes the following:

Cloud storage. To store video captured from a V-Home compatible camera, more information on the cloud storage and storage limits can be found at v.vodafone.com/uk/help-and-support

V-Home Monitor. This dashboard is available through Samsung's SmartThings App (available on Android and iOS). It allows you to easily configure your V-Home compatible monitoring system from your smartphone and gives you the ability to create a bespoke monitoring experience, including how and when you receive an alert when an event is triggered (a default setting is also available).

V-Home Monitor can also be used with compatible V-Home sensors and cameras to trigger the V-Home Alarm Assistant. Please note that the V-Home Monitor must be set to "armed" or "away" mode in order for you to receive an alert when an event is triggered. If you opt to define your own custom automation, alerts from your compatible V-Home devices the Vodafone Alarm Assistant service may not be triggered.

V-Home Alarm Assistant service. This alarm assistant service is designed to reduce the risk of you missing a V-Home Monitor alert. If you fail to dismiss an alert when you receive it, the V-Home Alarm Assistant service will contact you with an SMS notification, followed by an automated call, notifying you of the alert after a set period of time. If the V-Home Monitor alert is not dismissed after these notifications an advisor will contact you, or your nominated trusted contact if they cannot get in touch with you. The advisor will confirm the alert and ask whether it can be dismissed. If no contact can be made with you or your trusted contact, our advisor will make one final attempt before dismissing the alert and closing the case.

To find out more about how the V-Home Alarm Assistant service and how to set it up, see our V-Home FAQs at v.vodafone.com/uk/help-and-support. Please note, notification timings are subject to change and are dependent on network connectivity.

Trusted contacts. During the registration process, you'll be invited to nominate up to five trusted contacts. These will be the people called by our advisors if an alert is not dismissed and you are not contactable.

You are responsible for ensuring that your nominated trusted contact is a suitable person who you trust, and think is likely to be in a position to make a decision if we cannot contact you to notify you of an alert. Trusted contacts should be at least 16 years old.

When you nominate a trusted contact they receive an SMS informing them that they have been nominated with a link providing them with more information about the V-Home Assistant Alarm service. They can opt out of being a trusted contact by contacting an advisor. For more information, simply head to our help and support section on v.vodafone.com/uk

POINTS TO NOTE

V-Home Alarm Assistant service limitations. The V-Home Alarm Assistant service is not a replacement for any home monitoring service. You are responsible for insuring your home and belongings appropriately.

Not all V-Home Monitor alerts will trigger the V-Home Alarm Assistant service. An alert will only be triggered if the event is detected by the compatible devices that are set up in the V-Home Monitor, where the V-Home Alarm Assistant button is set to "armed" or "away" mode, and if the specific alert condition notification is successfully passed from the SmartThings Cloud to Vodafone.

To fully benefit from the V-Home Alarm Assistant service, you must provide an up-to-date mobile contact number for yourself and any nominated trusted contacts. You are responsible for ensuring that these contact details are up to date. If you do not, then you will continue to be charged the V-Home Service subscription, but the V-Home Alarm Assistant service functionality will be severely limited (i.e. you will not receive SMS alerts or calls from a customer advisor when an event is triggered).

Please note, we do not have access to any video footage from your Home compatible camera and therefore cannot advise whether an alert is false or genuine. We cannot contact emergency services on your behalf in any circumstances. You must ensure that you, or your nominated trusted contacts, do not endanger yourselves to verify an alert.

Viewing camera footage. An internet connection and device capable of accessing the internet is required to stream live video footage from your V-Home compatible camera or recorded video footage from the V-Home monitor video storage. Streaming video footage will use data from any data allowance you may have. Unless you have an unlimited data allowance, usage will be charged at your provider's standard rate once exhausted.

DURING YOUR AGREEMENT WITH US

Using the services. You're responsible for other people that use the V-Home equipment and services which are only for your personal, non-commercial use. You must not use your V-Home equipment or the services for any purpose we believe is abusive, illegal, fraudulent, a nuisance or for criminal activities.

Changes to your terms, services or charges. We may change the Agreement, our services, or charges at any time. We'll tell you beforehand unless it relates to additional services/options you don't use regularly. If we change your charges or our services or the Agreement you may have a right to end the Agreement without paying a termination fee. Please see "Leaving Us" below.

Problems with our services. We'll provide our services with reasonable skill and care. However, our services are not fault-free and are not available everywhere. There are a number of reasons why you may find problems with the services and these include weather conditions, damage to our network, the number of people using the network, and so on. Please contact us if you experience a service issue and we'll try our best to fix it.

If we have to interrupt our services for maintenance or we cause a technical fault on our network, you may be entitled to a partial credit of your subscription charges based on the number of days you are without our services. We'll not be responsible for any loss of service due to something outside our reasonable control. To receive a partial credit of your subscription, you must report to us a severe disruption which we will assess against your typical usage history.

Lost or stolen equipment. Please contact support if your V-Home is lost or stolen.

LEAVING US / SUSPENDING THE SERVICES

Cancelling, returns and faulty equipment. Please read our Returns Policy for details on how to do this. It also sets out what to do if your equipment is faulty and how you can return your equipment or get your equipment fixed or replaced.

If you want to end the Agreement:

During the first 30 days. You can cancel your V-Home Service subscription during the first 30 days following the date you first registered for the subscription ("Cancellation Period"). We will reimburse your subscription payment:

  • (i) in full, provided you have not activated your device;
  • (ii) where you have activated your device during the Cancellation Period you will be reimbursed a pro rata amount (where you activate your device this will be regarded as your request for the subscription to commence).

After the Cancellation Period. If you're outside of your minimum period you can cancel at any time but you'll need to give us 30 days' notice. If you cancel your V-Home Service subscription and you are within your minimum period, you'll need to pay a termination fee. This fee is based on your monthly price plan charge and the remaining time left on your Agreement. The calculation below details how you can work out how much this will be:

Monthly V-Home Service subscription charge (exc. VAT) X remaining contract (months) X 98%

Because of changes. If we:

  • (i) increase your V-Home Service subscription monthly charge;
  • (ii) change our services or the Agreement to your material detriment, you'll have a right to leave the Agreement early without paying a termination fee.

We'll let you know if this is the case and what to do before the changes are made. If you take no action within 30 days of us telling you about the changes, you'll be considered to have accepted those changes.

Please note. You can cancel or terminate your V-Home Service subscription via the V by Vodafone App. Simply click on the More Details button in the Service information and then click Deactivate My Plan. If you cancel or do not have an active subscription for the V-Home Service, your V-Home Hub and V-Home Safety Starter Kit will be locked and its functionality will be greatly reduced. Once locked, you will be able to unlock your V-Home by clicking on the V-Home tile in the V by Vodafone app and following the steps to reactivate the V-Home Service.

If we want to suspend our services or end the Agreement. We may suspend our services or end the Agreement if:

  • (i) you don't pay any charges on time;
  • (ii) you don't keep to this Agreement;
  • (iii) we believe your device or the services are being used in a way that we do not permit or in a way that may damage or affect the operation of our network; or
  • (iv) you become bankrupt or make an arrangement with creditors.

Where we end the Agreement in this way termination fees will apply.

We may need to suspend our services if asked to do so by regulators or if required by law.

We may end the Agreement if we are permanently unable to provide our services to you by giving you 30 days' written notice (for any reason). You won't have to pay a termination fee in these cases.

WHAT WE DO WITH YOUR INFORMATION AND CONTACTING US

What do we do with your data? Our Privacy Policy sets out how we and our group companies may collect, use and share your personal information. You will find the latest Privacy Policy and Cookie Policy on our website at vodafone.co.uk/privacyand you should check back every now and then for the latest version. For any queries, you can contact us at data.protection@vodafone.com.

Fraud prevention agencies. The personal information we collect from you may be shared with fraud prevention agencies who will use it to prevent fraud and money-laundering and to verify your identity. If fraud is detected, you could be refused certain services, finance or employment. For further details explaining how the information held by fraud prevention agencies may be used, please ask an advisor or visit vodafone.co.uk/privacy

Contacting us and complaints. We'll send you communications by post, voicemail, text or email. If you need to speak to us or have a complaint, please contact us on:

Phone: 191 from your Vodafone phone or 0333 3040 191 (from UK landlines or other mobiles);
Post: Vodafone House, The Connection, Newbury, Berkshire, RG14 2FN; or
Website: vodafone.co.uk/complaints

If the complaint is privacy related, please see vodafone.co.uk/privacy or you can contact us at data.protection@vodafone.com

If we can't fix your issue, you may:

  • (i) ask that the matter is referred to an independent ombudsman under our Customer Complaints Code available on our website or by contacting us; or
  • (ii) if you have an issue with goods or services bought online you can refer to the EC Online Dispute Resolution website at ec.europa.eu/odr. Further information on this complaints process is available on our website at vodafone.co.uk/complaints

OTHER USEFUL INFORMATION

Liability. We will not be legally responsible to you for any loss or damage that is not directly caused by us, or which we could not reasonably expect at the time we entered into the Agreement with you, for example, loss of income, business, profit, savings and missed opportunities claims. We will not be legally responsible to you if we cannot provide the services because of something outside our reasonable control. Unless our negligence causes death or personal injury, there is a defect, or our services are not provided with reasonable care and skill, our liability to you will not be more than £3,000 for each claim or a series of related claims. The V-Home can be used with a number of third party devices and other third party services. Vodafone is not responsible for the services that you access to use third party connected devices, such as third party apps. We do not accept any liability for the use of such services nor make any guarantees as to availability of the service or the performance of third party hardware or services in conjunction with the V-Home or our network.

Transferring the Agreement. We may transfer this Agreement to anyone at any time provided doing so does not adversely impact your rights under the Agreement. You'll need to get our permission before transferring the Agreement and the person you are transferring to will need to pass our credit check.

General. All our services which are offered as "unlimited" (or similar) must only be used for your personal and non-commercial use.

Some of the services that you access to use the V-Home Service are provided by separate service providers. These services may have their own legal terms, privacy policies and eligibility requirements.

Dated: 25 September 2018