These Terms & Conditions are issued by Tranquil (a trading name of TechSilver Ltd, registered in England).
1. Introduction
These Terms and Conditions set out everything you need to know about the Tranquil Care Plan (“Care Plan”). Please read carefully to ensure this cover meets your needs. If you have questions, contact us at team@hellotranquil.co.uk.
2. Who is the Care Plan designed for?
This Care Plan covers Tranquil GPS Trackers, including the Waterproof Dementia GPS Tracker and Dementia Tracker GPS Keyring (collectively “Device”), against certain risks during your active coverage period.
It is for customers who:
- Have purchased the Care Plan alongside their Device.
- Maintain an active, fully paid Tranquil subscription.
- Want protection for incidents such as loss, theft, breakdown, or severe damage.
3. What You Are Covered For
4. What You Are NOT Covered For
The Care Plan does not cover:
- Cosmetic damage such as scratches or dents that do not affect function.
- Deliberate loss or intentional damage.
- Damage or loss due to force majeure events.
- Incidents covered by another insurance policy.
- Devices not linked to an active Tranquil subscription.
- Unauthorised repairs or modifications.
- Accessories, packaging, or ancillary items (e.g. straps, chargers).
5. Replacements
5.1 Customers may receive a maximum of one (1) replacement per Care Plan term.
5.2 Replacement units may not be delivered in Tranquil-branded packaging.
5.3 All shipping costs for delivering replacement units to the customer will be borne by Tranquil.
6. Plan Validity
6.1 Coverage is valid only during the period for which the Care Plan is active and the associated subscription is maintained in good standing.
7. Interaction with Money-Back Guarantee
7.1 If a customer requests a replacement under the Care Plan between 14 and 30 days following the original order, they forfeit any right to a refund under the Tranquil money-back trial guarantee.
7.2 By submitting a Care Plan claim during this period, the customer agrees to waive refund eligibility under any trial-based refund scheme.
7.3 A Care Plan claim can only be made after 14 days from the start of the subscription. Claims submitted before this period will not be accepted. This rule helps prevent misuse by customers who may activate a plan solely to request an immediate replacement.
8. Limitation of Liability
8.1 Tranquil disclaims all liability for indirect, incidental, special, consequential, or punitive damages arising from use or non-performance of the Device.
8.2 Tranquil is not liable for:
- Inaccurate GPS/location data
- Transmission or signal failures
- Damage during the inspection period
- Business interruption or data loss
9. Claims Process
9.1 To initiate a claim, the customer must email team@hellotranquil.co.uk, providing:
- The original order number
- First line of the delivery address
- A detailed description of the issue
9.2 Tranquil may attempt to resolve the issue without issuing a replacement. Customers are expected to cooperate with troubleshooting efforts prior to any replacement authorization.
We may ask you to:
- Return the Device for inspection (customer pays return shipping)
- Provide police reports (for theft)
- Provide device tracking logs or photos/videos
9.3 Replacement Process
- If eligible, we will send a refurbished or new equivalent Device.
- Shipping to you is free.
- The original Device becomes property of Tranquil.
10. Termination of Care Plan
10.1 The Care Plan shall be terminated:
- Upon cancellation or lapse of the associated subscription
- If Tranquil determines that the Plan is being abused
10.2 Abuse includes, but is not limited to:
- Fraudulent or exaggerated claims
- Repeated false reports of loss or damage
10.3 Tranquil reserves the right to terminate the Plan at any time and without notice if misuse is suspected.
10.4 No pro-rata refund will be issued upon early cancellation of the Care Plan or associated subscription.
11. Right of Withdrawal and Non-Transferability
11.1 Customers may withdraw from the Care Plan at any time by contacting Tranquil via:
11.2 The Care Plan is non-transferable and may not be assigned or transferred to another person or Tranquil device.
12. Fraud and Investigation
12.1 Tranquil reserves the right to investigate any claim and may require supporting documentation, including but not limited to:
- Declarations from the customer
- Police reports (in the case of theft)
- Device tracking logs
- Photos or videos of the Device
12.2 Tranquil may deny a claim if sufficient evidence is not provided or if there is reasonable suspicion of fraud, misrepresentation, or abuse.
12.3 By submitting a claim, the customer agrees to cooperate fully with any investigation.
13. Data and Privacy Disclosure
13.1 By enrolling in the Care Plan and submitting a claim, customers consent to Tranquil accessing historical data associated with the Device, including but not limited to:
- Location history
- Battery and charging data
- Signal connectivity logs
13.2 Data will only be accessed to verify claim validity and shall be handled in accordance with Tranquil’s Privacy Policy and applicable data protection laws, including the UK GDPR.
13.3 Tranquil will not disclose personal data to third parties unless required by law or necessary to process the claim.
14. Governing Law and Jurisdiction
14.1 This agreement shall be governed by and construed in accordance with the laws of England and Wales.
14.2 Any dispute arising in connection with the Care Plan, its enforcement, or interpretation shall be subject to the exclusive jurisdiction of the courts of England and Wales.
15. Amendments and Updates
15.1 Tranquil reserves the right to amend or update these Terms and Conditions at any time.
15.2 Changes become effective immediately upon publication on the Tranquil website.
15.3 Tranquil will make reasonable efforts to notify customers of material changes via appropriate channels, including email or website announcements.
15.4 Continued use of the Care Plan after such notice constitutes acceptance of the updated terms.
15.5 Amendments apply prospectively unless explicitly stated otherwise.