These Subscription Terms will apply when a Sentai User purchases a Subscription under either the Lease Option or the Purchase Option (each as defined below). If you have purchased the Subscription on behalf of the Sentai User, you must ensure that they read and understand these Subscription Terms, including but not limited to the terms at paragraphs 10 and 11. 

1 Who we are 

We are Sentai Ltd, a company incorporated in England and Wales (company number 12049288) whose registered office is at 71-75 Shelton Street, London, WC2H 9JQ. 

2 Definitions used in these Terms of Use

Lease Option: the purchasing model under which the Sentai User pays the standard Subscription cost and the Sentai Speaker Device is provided to the Sentai User for the duration of the Subscription, with ownership of the Sentai Speaker Device remaining with Sentai at all times.

Order: an order for a Subscription under either the Lease Option or the Purchase Option, which is made by or on behalf of the Sentai User, via the Order Form.

Order Form: the order form on Sentai’s website.

Purchase Option: the purchasing model under which the Sentai User purchases the Sentai Speaker Device outright for a one-off Purchase Price and pays a reduced Subscription cost for access to the Sentai Service. 

Purchase Price: the one-off cost payable by the Sentai User to purchase the Sentai Speaker Device outright under the Purchase Option, as specified in the Order.

Sentai App: the mobile app used by the Sentai App User to communicate with, and obtain information about, the Sentai User, with the Sentai User’s permission. 

Sentai App User:  the person who uses the Sentai App, which can include, but is not limited to, a relative, friend or medical professional.

Sentai Service: the provision of the Sentai speaker device and Software, as well as access to the Sentai App. 

Sentai Speaker Device: the speaker unit in the possession of the Sentai User. Please note that the Sentai Speaker Device requires an active Subscription to function and has no standalone capability without one. This applies whether the Sentai Speaker Device has been provided under the Lease Option or purchased outright under the Purchase Option.

Sentai User: the individual with possession of the Sentai speaker device, who has purchased a Subscription (or on whose behalf a Subscription has been purchased) under either the Lease Option or the Purchase Option. 

Subscription: a monthly or annual subscription to the Sentai Service, as specified in the Order. 

3 Accepting or rejecting an Order  

Sentai will confirm receipt of an Order once it has been processed and provide a delivery time for the Sentai Speaker Device. 

Where the Order is placed under the Purchase Option, Sentai will confirm receipt of both the Purchase Price payment and the first Subscription payment.

Sentai retains the right to reject an Order that is incorrect. 

4 Subscription type and payment terms

The Subscription type and the monthly or annual cost (as applicable) will be specified in the Order. The applicable Subscription cost will differ depending on whether you have chosen the Lease Option or the Purchase Option.

Purchase Option

If you have chosen the Purchase Option:

You will pay the Purchase Price and the first Subscription payment on confirmation of your Order via the payment gateway on Sentai’s website.

Ownership of the Sentai Speaker Device will transfer to you on delivery.

Your ongoing Subscription cost will be at the reduced rate applicable to Purchase Option customers, as specified in the Order.

Lease Option

If you have chosen the Lease Option:

Ownership of the Sentai Speaker Device remains with Sentai at all times.

Payment schedule – all customers

If you have purchased a monthly Subscription: 

·       You will pay the initial monthly cost on confirmation of your Order via the payment gateway on Sentai’s website. 

·       Your debit or credit card will be charged for the monthly cost on the same day each month or the last day of the billing month if you purchased the Subscription on a date that is not present in the billing month.

If you have purchased an annual Subscription: 

·       You will pay the annual cost on confirmation of your Order via the payment gateway on Sentai’s website.

·       Your debit or credit card will be charged for the annual cost on the same day each year.

Your Subscription cost will be fixed for the first 12 months, after which, Sentai reserves the right to increase the cost, subject to providing you with 1 month’s notice by email to the address you have provided. 

Your subscription will continue until cancelled as outlined below in paragraphs 5 or 6 below.

5 30-day money back guarantee  

You have a legal right to change your mind about the Subscription and cancel it within 14 days after we confirm your order by email.  In addition, we offer a 30-day money back guarantee, which is more generous than your legal rights. 

You must let us know you’ve changed your mind by cancelling your Subscription within 30 days of receiving the Sentai Speaker Device. You can cancel via the link provided in your original order confirmation email or by emailing us at cancel@sentai.co.uk. We will refund you for the Subscription within 14 days of you telling us that you have changed your mind. 

If you have purchased the Sentai Speaker Device under the Purchase Option, we will also refund the Purchase Price, provided the Sentai Speaker Device is returned to us in good condition within 30 days.

6 Cancelling your Subscription outside the 30-day money back guarantee period 

You can cancel your Subscription at any time before the next payment is due. 

On cancellation, we will not take any further Subscription payments from your debit or credit card. 

You must cancel your Subscription via the link provided in your original order confirmation email or by emailing us at cancel@sentai.co.uk

Remaining Subscription after cancellation:

·       If you cancel your Subscription in a month where we have already taken payment, your Subscription will continue until the end of that period, and we will not refund you for the payment. 

·       If you cancel your Subscription after we have taken payment for the year, your Subscription will continue for the remainder of that year and we will not refund you for the payment. 

Returning the Sentai Speaker Device:

Lease Option Customers

·       You must return the Sentai Speaker Device, at your own cost, within 30 days of cancelling your Subscription. You can send the Sentai Speaker Device back to us using an established delivery service and keep a receipt or other evidence from the delivery service that proves you have sent it and when you sent it. 

·       If you do not return the Sentai Speaker Device, then we will charge the cost of the Sentai Speaker Device to you, in the amount of £150 (including VAT).

·       If you return the Sentai Speaker Device but, on inspection, we find it to be damaged or non-operational, then we will charge the cost of the Sentai Speaker Device to you, in the amount of £150 (including VAT). 

Purchase Option Customers

·       If you are on the Purchase Option, you own the Sentai Speaker Device outright and are under no obligation to return it on cancellation of your Subscription outside the 30-day money back guarantee period. No further charges will be made in respect of the Sentai Speaker Device

7 Sentai Speaker Device

Lease Option customers 

By purchasing a Subscription under the Lease Option, you are not buying the Sentai Speaker Device. The Sentai Speaker Device is provided to the Sentai User as part of the Sentai Service, but Sentai always retains the ownership of the Sentai Speaker Device.  If you cancel the Subscription, you must return the Sentai Speaker Device as outlined in paragraph 6.

Once you have received the Sentai Speaker Device, it is your responsibility to look after it and ensure it remains in a good condition.

If, during your Subscription, you think your Sentai Speaker Device is faulty, please return the Sentai Speaker Device to the address on our website. We will repair or replace the Sentai Speaker Device within 30 days of receiving it from you. 

If, on inspection of the Sentai Speaker Device, we determine that the damage was caused by misuse, then we will charge the cost of the Sentai Speaker Device to you, in the amount of £150 (including VAT). 

Purchase Option Customers

By paying the Purchase Price, ownership of the Sentai Speaker Device transfers to you on delivery. The Sentai Speaker Device is covered by Sentai's standard product warranty.

8 Changes to, or suspension of, the Subscription 

Sentai reserves the right to change the Subscription to reflect changes in relevant laws and regulatory requirements or to make minor technical adjustments and improvements.

Sentai reserves the right to suspend the Subscription to deal with technical problems or make minor technical changes.

If Sentai’s provision of, or support for, the Sentai Service is delayed by an event outside Sentai’s control then Sentai will, as soon as possible, publish information relating to the system outages and downtime on Sentai’s website and endeavour to reinstate the Sentai Service. Provided Sentai does this, Sentai will not be liable for delays caused by the event. 

If, for whatever reason, Sentai is unable to activate the Subscription after the 30-day period, Sentai reserves the right to terminate the Subscription and refund any outstanding amounts for the remaining days of the Subscription.

9 Sentai’s termination rights 

Sentai can terminate your Subscription and claim any compensation due if:

·       you fail to make a payment and do not remedy this within 14 days of Sentai’s reminder of your payment being due; 

·       you fail to provide Sentai with information it requires to provide the Subscription within a reasonable time of Sentai requesting that information; or

·       you breach these Subscription Terms.

For Lease Option customers, termination of the Subscription will also require the return of the Sentai Speaker Device in accordance with paragraph 6. 

·       For Purchase Option customers, termination of the Subscription does not affect your ownership of the Sentai Speaker Device.

10 Limitation of liability 

The Sentai Service is for private use only.

The Sentai Service does not offer advice on which you should rely. You must obtain professional or specialist advice before taking, or refraining from, any action on the basis of information obtained from the Sentai Service. 

Although we make reasonable efforts to update the information provided by the Sentai Service, Sentai makes no representations, warranties or guarantees, whether express or implied, that such information is accurate, complete or up to date.

Sentai does not diagnose or triage medical conditions. 

Sentai is not an emergency call solution. Sentai cannot guarantee 100% uptime, and the Sentai Service must not be used, or expected to work, in an emergency.

The Sentai Service uses artificial intelligence (AI). Sentai:

·       is not responsible for unexpected outcomes based on the Sentai User’s input, based on prompting the AI in the unsuitable way or entering incorrect information. 

·       is not liable for instructions that the Sentai User provides to the Sentai Speaker Device.

·       is not responsible for the AI not correctly understanding the Sentai User’s instructions.

·       is not responsible for the AI hallucinating.

·       is not responsible for the AI offending the Sentai User. 

·        cannot guarantee uptime of any external AI related service.

·       is not responsible for unexpected outcomes due to unannounced changes by service providers.

Sentai will not be liable for loss which is unforeseeable or caused by a delay outside of Sentai’s control. 

11 Data Protection

How we use any personal data you give us is set out in our Privacy Notice: View the Sentai Privacy Policy.

12 Disputes

Our Customer Service Team will do their best to resolve any problems you have with us or the Subscription.

These terms are governed by English law and wherever you live you can bring claims against us in the English courts. If you live in Wales, Scotland or Northern Ireland, you can also bring claims against us in the courts of the country you live in. We can claim against you in the courts of the country you live in.

13 Other important terms 

We can transfer our contract with you, so that a different organisation is responsible for supplying the Subscription. We'll tell you in writing if this happens and we'll ensure that the transfer won't affect your rights under the contract.

You can only transfer your contract with us to someone else if we agree to this. If you have ordered a Subscription on behalf of the Sentai User, you are responsible for providing them with a copy of these Subscription Terms. 

Nobody else has any rights under this contract. This contract is between you and us. Nobody else can enforce it and neither of us will need to ask anybody else to sign-off on ending or changing it.

If a court invalidates some of this contract, the rest of it will still apply. If a court or other authority decides that some of these terms are unlawful, the rest will continue to apply.

Even if we delay in enforcing this contract, we can still enforce it later. We might not immediately chase you for not doing something (like paying) or for doing something you're not allowed to, but that doesn’t mean we can't do it later.

*Terms last updated 25th March 2026