Terms & Conditions
Last Updated: July 2026
Welcome to CompanionLine. These Terms & Conditions govern your use of our services and website. By purchasing a membership or using our services, you agree to these Terms.
1. About CompanionLine
CompanionLine provides scheduled companionship telephone calls designed to reduce loneliness, encourage conversation, and provide peace of mind for members and their families.
Our service is not a medical service, emergency response service, counselling service, or replacement for professional healthcare.
2. Eligibility
Members must be 18 years of age or older to purchase or use CompanionLine services.
Family members, carers, or legal representatives may purchase memberships on behalf of another adult.
3. Our Services
Depending on the membership selected, CompanionLine provides scheduled companionship calls that may include:
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Weekly conversations
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Daily wellbeing conversations
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One-time companion calls
Call frequency and approximate duration are described on each membership page.
CompanionLine will always make reasonable efforts to provide calls at the agreed time.
4. Companion Matching
We carefully match members with companions based on preferences, interests, availability, and other relevant information.
Whenever reasonably possible, members will continue speaking with the same companion.
However, CompanionLine cannot guarantee that the same companion will always be available due to holidays, illness, training, or other operational reasons.
5. Membership Payments
Memberships are billed according to the selected subscription plan.
Payments are processed securely through our payment provider.
Failure to successfully process payment may result in suspension of the membership until payment has been received.
6. Cancellation
Members may cancel their subscription at any time.
After cancellation:
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The membership remains active until the end of the current billing period.
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No further payments will be taken.
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No partial or full refund will be provided for the current billing period.
7. One-Time Companion Calls
One-time companion calls must be booked and used within the validity period shown during purchase.
Unused one-time calls expire after the validity period and are non-refundable unless required by law.
8. Refund Policy
Memberships are billed according to the selected subscription plan.
Payments are processed securely through our payment provider.
Failure to successfully process payment may result in suspension of the membership until payment has been received.
9. Missed Calls
CompanionLine will attempt to contact the member at the agreed scheduled time.
If the member does not answer the scheduled call, the companion will make one additional reasonable attempt to reconnect shortly afterwards, where appropriate.
If the member remains unavailable or cannot be reached, the scheduled call will be considered completed and will count as one of the calls included in the member's plan.
Missed calls are generally not refundable and cannot be rescheduled, except at CompanionLine's sole discretion or where CompanionLine was unable to provide the service as agreed.
Members who know they will be unavailable are encouraged to notify CompanionLine as early as possible. Where sufficient notice is given, we will make reasonable efforts to reschedule the call, although rescheduling cannot be guaranteed.
10. Call Recording
CompanionLine does not routinely record calls.
Calls will only be recorded:
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with the prior consent of all participants,
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upon request, and
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only in rare circumstances for quality assurance and staff development.
11. Member Information
To provide our services, CompanionLine may share limited information with the assigned companion, including:
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First name
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Age
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Interests and hobbies
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Preferred call times
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Communication preferences
Only information necessary to deliver the service will be shared.
12. Acceptable Behaviour
Members and companions are expected to communicate respectfully.
CompanionLine reserves the right to suspend or terminate services where abusive, threatening, discriminatory, or inappropriate behaviour occurs.
13. Emergency Situations
CompanionLine is not an emergency service.
If a member requires urgent medical assistance or is in immediate danger, emergency services should be contacted by calling 999.
CompanionLine companions cannot provide medical advice or emergency assistance.
14. Limitation of Liability
CompanionLine provides companionship services only.
While we aim to deliver a reliable and high-quality service, we are not responsible for:
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medical outcomes,
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healthcare decisions,
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emergencies,
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circumstances outside our reasonable control,
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temporary service interruptions caused by technical issues or telecommunications providers.
Nothing in these Terms excludes liability where such exclusion is prohibited by law.
Your personal information is handled in accordance with our Privacy Policy.
By using CompanionLine, you agree to the collection and use of information as described in that policy.
15. Privacy
16. Changes to These Terms
CompanionLine may update these Terms from time to time.
Updated versions will be published on our website and become effective from the published date.
17. Governing Law
These Terms & Conditions are governed by the laws of England and Wales.
Any disputes arising from these Terms shall be subject to the exclusive jurisdiction of the courts of England and Wales.