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Acceptable Use & Messaging Policy

Effective 16 September 2026 (version 2026-09-16)

This policy explains what CareCalls is, what it is not, how our messaging programme works, and what we expect from the people who use it.

It is short and deliberately plain. It forms part of our Terms and Conditions.

CareCalls delivers scheduled reminders and welfare check-ins to older and vulnerable people by telephone call and text message, and alerts their nominated family members or carers when a check-in goes unanswered.

Somebody — usually a family member, a carer, or the person themselves — sets up a service, chooses when the messages go out and what they say, and nominates who should be told if there is no response. We deliver what has been configured.

CareCalls is not an emergency service.

We do not contact the emergency services on anyone's behalf. We do not operate an alarm receiving centre or a monitoring centre, we are not registered or accredited as one, and we are not a substitute for one. Nobody at CareCalls watches for missed check-ins in real time.

If a Receiver does not respond, we notify the people whose details have been added to the Account and who have been set up to receive alerts. What happens next is a matter for those people. If you need a service that summons help, you need a monitored alarm service in addition to ours.

If you believe someone is at immediate risk, contact the emergency services directly.

We are also:

  • Not a medical or clinical service. We perform no clinical function, we do not assess anyone's health, and we do not interpret responses. Where a reminder happens to concern medication, that is incidental — we deliver the message you wrote, at the time you chose.
  • Not a medical device. The service records nothing about anyone's health and makes no diagnostic or therapeutic claim.
  • Not a regulated telecare service. We are not a registered or accredited alarm receiving centre and do not meet those standards. If you are procuring a monitored alarm service, this is not one.
  • Not a source of professional advice. Nothing we publish or say is medical, care, financial or legal advice.

Two kinds of people receive messages from us:

3.2.

Receivers — the person the service is set up for, who receives reminders and check-ins.

3.3.

Stakeholders — the people they or their family have nominated to be alerted if a check-in goes unanswered, and to receive reports.

  • A person sets up a service for themselves, entering their own number and confirming they consent to automated calls and text messages.
  • A family member or carer sets up a service for someone else. Before they can submit, they must confirm that they own, or have the permission of the owner of, every telephone number and email address they have entered.
  • A Creator nominates Stakeholders to receive alerts. The same confirmation applies.
  • Every mobile number added is then sent an introductory message from us, explaining who added them, what they will receive, and how to remove themselves — before any regular messages begin.
  • Anyone can request a one-off demonstration message on our website by entering their own number and confirming they own it and consent to receive that message. Demonstration requests are first-party only; they are not used for someone else's number.
  • Where a service is set up by telephone, the Creator is emailed a summary and must confirm our terms before any message is sent.

You choose how often messages are sent. Many people receive a single daily check-in. The maximum is eight reminders or check-ins per day. Alerts are sent only when a check-in goes unanswered.

Message and data rates may apply. We do not charge for individual messages; your mobile network may.

You can stop receiving messages from us at any time, by any of the following routes:

  • Reply STOP to any text message we send. We will stop sending text messages to that number and will show a notice on the Account so that the person managing the Services knows the number can no longer be used.
  • Call us back on the number the Services are delivered from, and follow the options to deactivate.
  • Sign in to the Account and remove or change your details.
  • Email us at support@carecalls.io, or call 03300588244.

Text messages also support the standard keywords STOP, STOPALL, UNSUBSCRIBE, CANCEL, END and QUIT to stop messages, START to resume them, and HELP or INFO for assistance.

Marketing and service messages are treated differently. Unsubscribing from marketing email stops marketing email only. Messages that form part of the Services — reminders, check-ins, alerts, reports and notices about the Account — will continue for as long as your details remain on an active Account. To stop those, your details must be removed from the Account, or the Services stopped.

Message frequency depends on the schedule chosen for the Receiver. Many people receive a single daily check-in. The maximum is eight per day. Message and data rates may apply.

Setting up our Services usually means providing contact details belonging to other people — the Receiver, and any Stakeholders who are to receive alerts, reports or access to the Account.

You must have the permission of the owner of every phone number and email address you provide before you enter it. This applies whether you are setting up the Services for a family member, for a client, or for anyone else.

This matters for practical reasons as well as legal ones. Contact details that are wrong, out of date, or given without permission can result in:

  • personal information about the Receiver reaching somebody who should not have it;
  • a person who has no connection to the Receiver being contacted repeatedly; and
  • a person who holds a reassigned or mistyped number being able to use our inbound telephone service to change or stop the Services.

If you are told that someone no longer wishes to be contacted, you must remove their details from the Account. Anyone whose details have been added can also remove themselves, or ask us to remove them, without going through the person who added them.

You must not use the service:

  • to send marketing, promotional or commercial messages of any kind;
  • to send content that is unlawful, defamatory, abusive, harassing, threatening, obscene, discriminatory or deceptive;
  • to contact anybody who has not given permission for their details to be used, or who has asked to be left alone;
  • to impersonate another person or organisation, or to misrepresent who a message is from;
  • to attempt to gain unauthorised access to the Platform, another person's account, or our systems;
  • to interfere with the operation of the service, or to place unreasonable load on it;
  • in any way that damages our reputation or our relationships with the telephone networks we depend on; or
  • in breach of any law that applies to you or to the recipient.

6. Content You Provide

You choose the content of the messages we deliver. You are responsible for it. We do not review or approve it before delivery.

Please keep in mind that a message may be heard by whoever answers the telephone, not only by the person it was meant for. Consider how much detail a message needs to contain.

Telecommunications fraud is a real and expensive problem, and we take steps to protect against it.

  • Unrecognised telephone networks are allowed a small number of deliveries and then held for manual review before we continue. This can occasionally delay a legitimate new number; we clear it as quickly as we can.
  • We may pause or stop delivery where we detect patterns suggesting abuse, fraud, or an attempt to generate traffic to premium-rate destinations.
  • We may limit the rate at which messages are sent from any part of the service.

These controls exist to keep the service running for everyone. If one of them affects you unfairly, contact us and we will sort it out.

  • Our articles are intended to be well informed, and we take care over them. They are general information, not professional care, medical, financial or legal advice. Get advice from a qualified professional before acting on anything that matters.
  • Our funding checker brings together information published by other organisations. It signposts places you can find out more. It does not assess your eligibility for anything, it does not constitute advice, and it is not a guarantee that funding is available. The results we email you say the same thing.
  • Our live chat uses artificial intelligence to help answer questions. It can get things wrong. Ask for a human at any time and we will pass you to one. See our Privacy Policy for how chat information is handled.

We will never recommend a particular configuration of the service for a particular person — how often they should be contacted, what a message should say, or who should be alerted.

We can explain what the service is capable of and help you set it up. The decisions are yours, and should be taken with the Receiver and, where appropriate, a qualified professional.

One thing we will point out: if a service has no alerts and no reports configured, nobody will be told when a Receiver stops responding. We check for this automatically and raise a notice in the Platform, but configuring alerts is your responsibility.

Where we believe this policy has been breached we may: contact you to discuss it; suspend the service; remove content; or stop the service permanently.

We will normally warn you first and give you the chance to put things right, as set out in our Service Level Agreement. Where we suspect fraud, abuse, or a risk of harm to any person, we may act immediately and tell you afterwards.

If you have received a message from us that you did not expect, or believe someone is using our service improperly, please tell us at support@carecalls.io or 03300588244. We take reports seriously and will investigate.

If you simply want the messages to stop, reply STOP to any text message from us, or use any of the routes in clause 3.6.. You do not need to explain why.