At Ease Online Ltd
Terms and Conditions
Last updated: April 2026
Please read these Terms and Conditions carefully before engaging our services. By signing a service agreement or making payment, you confirm that you have read, understood, and agreed to these terms.
At Ease Online Ltd
Last updated: April 2026
Please read these Terms and Conditions carefully before engaging our services. By signing a service agreement or making payment, you confirm that you have read, understood, and agreed to these terms.
1. About Us
At Ease Online Ltd is a digital support service providing structured, remote assistance to older adults and their families.
Registered address: 71-75 Shelton Street, Covent Garden, London, WC2H 9JQ, United Kingdom
Company registration number: 17149529
Website: www.ateaseonline.com
Contact: support@ateaseonline.com
2. Our Services
At Ease Online Ltd provides the following services:
Digital Stability Audit: a structured, one-off session lasting approximately 90 minutes. The audit reviews your digital accounts, security settings, subscriptions, and general online organisation. A written summary is provided following the session. The audit is an assessment and recommendation service — it is not the delivery of ongoing support.
Monthly Support Plans: ongoing digital support delivered remotely via screen sharing. Plans are available at three levels: Tier 1 Digital Support at 2 hours per month, Tier 2 Digital Partner at 4 hours per month, and Tier 3 Digital Concierge at 6 hours per month. A Household Add-On of an additional 1 hour per month is available for a second person in the same household.
Full details of what is included in each plan are available on our Services and Pricing page at www.ateaseonline.com.
3. What We Do Not Do
Our service is clearly defined and operates within the following boundaries. We do not log into client accounts independently or without the client present, execute payments or financial transactions on behalf of clients, store or retain passwords or full security answers, act as an authorised contact for banking or financial institutions, provide financial, legal, or medical advice, attend or assist with medical consultations, act as a representative, guardian, or decision-maker, guarantee prevention of fraud, cybercrime, or data breaches, or provide an emergency or 24-hour service.
All actions involving financial accounts, identity verification, or legal matters require the client to be present and directing at all times.
4. Pricing and Payment
The Digital Stability Audit fee is £195, payable in full before the session takes place. No session will be delivered without prior payment.
Monthly plans are invoiced at the start of each month. Payment is due within 7 days of the invoice date.
The Household Add-On is £150 per month in addition to the chosen plan.
If your allocated monthly time is used in full, additional time may be purchased at our standard hourly rate. In some cases, a minor overage of up to 15 minutes may be absorbed as goodwill on a discretionary basis, up to once per quarter.
5. Minimum Term and Cancellation
All monthly plans require a minimum commitment of 3 months. This minimum term begins once the Digital Stability Audit has been completed and both parties have agreed to proceed with ongoing support.
After the minimum term, plans continue on a month-to-month basis. You are free to cancel at any time after the minimum term has been completed. There is no notice period required and no further commitment beyond the current month.
To cancel, simply contact us by email or telephone.
6. Pausing Your Plan
Requests to pause a plan are handled on a case-by-case basis. If your circumstances change, please contact us and we will do our best to accommodate you.
7. Changing Your Plan
You may move between plan tiers at any time. Plan changes take effect from the following month. We will advise on the most appropriate plan for your needs if requested.
8. Consent and Client Authority
Before any services are delivered, we require a signed service agreement, written consent for digital assistance, confirmation of information sharing preferences particularly regarding family involvement, and confirmation that the client retains full decision-making authority at all times.
Where a Power of Attorney is in place, we require formal documentation before acknowledging any third-party authority. No authority is assumed without verified documentation.
For each session involving sensitive matters, we will confirm the client's instruction verbally and document this in session notes.
9. Family Involvement
At Ease Online Ltd operates in the best interests of the client. Family members or authorised contacts may be involved in sessions or kept informed of progress only with the client's explicit consent. We do not share session notes, account details, or any client information with family members or third parties without the client's permission.
10. Session Notes and Documentation
A written summary is provided following every session. Session notes are maintained securely for operational and liability purposes. Internal notes may contain additional observations that are not shared with clients or family members. Documentation is retained for the duration of the service relationship and for a reasonable period thereafter.
11. Business Hours and Response Times
At Ease Online Ltd operates during standard UK business hours. We do not provide a 24-hour or emergency service.
Tier 1 clients receive a response within 1 business day. Tier 2 clients receive a same-day response to messages received before 3pm. Tier 3 clients receive priority same-day response.
Response means acknowledgement and booking confirmation. It does not mean immediate live assistance.
12. Limitation of Liability
At Ease Online Ltd provides a support and guidance service. We are not responsible for decisions made by the client based on our guidance, actions taken on accounts or devices by the client or third parties, data breaches or security incidents caused by the client's non-compliance with our security guidance, loss of data, financial loss, or any consequential loss arising from the use of our services, or the actions or failures of third-party services, platforms, or providers.
Our liability to you shall not exceed the total fees paid to us in the 3 months preceding the event giving rise to the claim.
Nothing in these terms limits our liability for death or personal injury caused by our negligence, fraud, or any other matter that cannot be excluded by law.
13. Security and Passwords
At Ease Online Ltd will never ask you to share your passwords, PINs, or full security answers. We ask that you do not send passwords or security details via email or any other communication channel. We are not responsible for any security incidents arising from the client sharing credentials in a manner contrary to our guidance.
14. Ethical Standards
At Ease Online Ltd operates to a strict set of ethical standards. We will not accept gifts of material value from clients, be named as a beneficiary in a client's will, act as an executor, trustee, or account signatory, or enter into any joint financial arrangement with a client. Any such offer will be declined and documented.
15. Termination by At Ease Online Ltd
We reserve the right to terminate a service agreement with reasonable notice if the client's needs fall outside our defined service scope, continued service would place either party at risk, there is a breakdown in the working relationship, or payment obligations are not met. In the event of termination, any unused prepaid time will be refunded on a pro-rata basis.
16. Governing Law
These Terms and 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.
17. Changes to These Terms
We may update these Terms and Conditions from time to time. Any material changes will be communicated to active clients with reasonable notice. The current version will always be available on our website.
18. Contact
At Ease Online Ltd
71-75 Shelton Street, Covent Garden, London, WC2H 9JQ
Email: support@ateaseonline.com
Website: www.ateaseonline.com