Terms and Conditions

Formation of contract and governing law

A contract between the buyer and Pivotell Ltd for the sale of our products will only exist once your order has been accepted, at which point the buyers credit card will be charged for the value of the goods despatched, plus postage. This does not affect your statutory rights.

These terms apply for all methods of payment used in relation to the goods.

The contract shall be governed and interpreted in accordance with the laws of England and Wales and the parties submit to the non-exclusive jurisdiction of the courts of England and Wales.

Your right to cancel

You may cancel the contract for any reason upon giving notice to Pivotell within 30 days of receiving the goods. If you do cancel the contract within this time any payments made by you will be refunded in full (excluding p&p). You will be required to return to Pivotell any products sent to you under any contract you have cancelled in perfect condition, unused and in their original packaging

Returns policy

If you are not satisfied with the goods you have chosen, Please ensure that you return them to us within 30 days. Pivotell will be happy to make an exchange or refund the goods providing they are returned in perfect condition and in their original packaging.

Returning the goods to Pivotell Ltd:

Please call our customer services team on 01799 550979 for a Returns Form, and send it with a copy of the invoice or delivery note and clearly state whether you would like a refund or exchange.  

Pack the goods, attach the invoice or delivery note and send it back to:

Pivotell Ltd
P.O. Box 108
Saffron Walden
Essex CB11 4WX

Please obtain a receipt of postage from the Post Office when you send the parcel back. Pivotell cannot be held responsible for goods lost in transit. Postage costs will only be refunded in the case of faulty goods.

Goods purchased online can be returned at any time within 30 days from the date of despatch for an automatic repayment or exchange.


Should any malfunction of the product arise, you should in the first instance contact Pivotell for advice. In the event that the problem cannot be resolved, Pivotell undertake to repair or replace (at Pivotell's option) the product providing that malfunction is reported within twelve (12) months from the day of delivery.

Pivotell will accept no responsibility for faults arising from misuse (for example - dropping, water damage, foreign objects).


We accept online payment in a secure environment. We accept Visa, MasterCard, Switch, Delta and Solo. Payment can also be made by phone using the cards listed above, or by cheque through the post.

All prices quoted on this website are accurate at the time of going to press and are quoted in pounds sterling. Prices are inclusive of UK sales tax (VAT) at the current rate, unless stated otherwise.

What to do if there is a problem:

We endeavour to provide goods and services which conform with consumer rights, but if there should be a problem, please contact us immediately you become aware of it on 01799 550979, or office@pivotell.co.uk.

Please see the British Healthcare Trades Association (BHTA) leaflet 'Get Wise to Buying Safely'

If you are unhappy with the outcome of a complaint and have exhausted our complaints process, you can approach the British Healthcare Trades Association (BHTA) for mediation (and ultimately arbitration) and, as a member, we will participate in this process.  BHTA can be contacted at: Suite 4.6, The Loom, 14 Gowers Walk, London E1 8PY   Tel: 020 7702 2141  Email: complaints@bhta.com  Web: http://www.bhta.net/home/complain.html  

Alternatively you can visit the EU’s online platform for dispute resolution at:  http://ec.europa.eu/consumers/odr/

Security and Privacy

Our data protection policy complies with both the Data Protection Act 1998 and the new EU General Data Protection Regulation (GDPR) which applies from 25th May 2018.   The information below sets out how we handle and use your data.

1.Financial information

1.1 Purchasing Online

We do not hold any financial information about you.  When entering purchasing details at checkout all online transactions are performed through the Worldpay service https://www.worldpay.com/uk), Paypal (https://www.paypal.com/uk/home) or in the case of Direct Debit payments GoCardless (https://gocardless.com/).

1.2 Purchasing by phone

If you chose to purchase from us over the phone we will take your debit or credit card details and use them to take payment using Worldpay or Paypal.  Your card details will then be immediately destroyed.

1.3 Purchasing by post

If you chose to purchase from us by ordering by letter we will call you to take your debit or credit card details and use them to take payment using Worldpay or Paypal.  Your card details will then be immediately destroyed.

2. Personal details

We will hold the following information about you:



Name of person to whom the purchase is being delivered (if different)

Delivery address

Telephone number

e-mail address

Details of the product(s) that you have purchased 

This information will not be held longer than is required by law or than is required to enable us to continue to provide a service for you.

3. Transferring data overseas

With the exception of administrators / users of the Pivotell Advance GSM dispenser no data will be transferred overseas.

Pivotell Advance GSM dispenser

In the case of the Pivotell Advance GSM dispenser data is held on Pharmacell Medication Systems Ltd Administration Centre which is hosted by SiteSmart Mediavault AB and is located within the EU in Sweden.

Communication between the dispenser and the Administration Centre is encrypted (SMS / HTTPS) and the data is held securely.

Personal data held at the Administration Centre will normally include:

Administrator name

Name of the user (or if preferred a coded identifier)

Address (optional)

Telephone number

Number of the sim card installed in the dispenser

Mobile phone number(s) of those receiving alerts.

E-mail address

The Administrator (usually the family member or carer of the dispenser user) creates and logs in to a password protected personal account in the Pharmacell Administration Centre. 

In the event that the Administrator requires technical support from Pivotell then an authorised member of our support team may access the account in the Administration Centre in order to provide that support.

4. Who your data might be shared with

Your email address, name, and general order information may be passed to online review website Feefo.com (https://www.feefo.com/) for them to ask for your independent review of Pivotell. We hope you have been satisfied with both the service and product and will leave us good feedback.

Your data will otherwise not be provided to a third party without your express consent.

5. Your rights

You have a number of rights under GDPR.  These include the right to:

•             See the information that we hold about you

•             Request that personal data be amended if it is inaccurate or incomplete

•             Request the deletion or removal of personal data where there is no compelling reason for its continued use

•             Block, restrict or object to the processing of your personal data (if applicable)

Conformity of goods

Pivotell takes every care to ensure that the description and specification of its products are correct. However, while the colour reproduction or sounds of the products viewed is a close representation, Pivotell cannot accept responsibility for any variation in colour caused by the browser software or computer system used by you.


Pivotell® Automatic Pill Dispensers are aids designed to assist the user remember to take their medication. They are not suitable for everyone and assessment is very important.

Pivotell® do not accept responsibility for faults or other consequences arising from any misuse of the dispenser, for example, damage from dropping, moisture, liquids and heat, insertion of foreign objects, forced or unauthorised opening of the dispenser. As with all electronic devices, do not leave in direct sunlight.  Extremes of heat or cold may cause malfunction.

It is the user’s responsibility to ensure that medication is taken as prescribed.

Pivotell Ltd, its directors or employees shall not be liable to you in the event that their dispensers are incorrectly or inappropriately filled or programmed, or for the failure of the user to take his or her medication as prescribed howsoever caused.

Pivotell Ltd, its directors, or employees shall not be liable to you by reason of any representation (unless fraudulent), or any implied warranty, condition or other term, or any duty at common law, or under the express terms of the contract, for any indirect, special or consequential loss or damage (whether for loss of profit or otherwise), costs, expenses, or other claims for compensation whatsoever (whether caused by negligence on the part of Pivotell Ltd, its directors, employees or agents or otherwise) which arise out of or in connection with the use of this website. The entire liability under or in connection with the contract shall not exceed the price of the product, except as expressly provided in these conditions. This does not affect your statutory rights.

Pivotell Ltd will not be liable to you or be deemed to be in breach of contract by reason of any delay in performing, or any failure to perform, any of our obligations in relation to the products ordered by you, if the delay or failure was due to any cause beyond our reasonable control. This does not affect your statutory rights.



If you’re getting equipment from us, we’d like to remind you that the goods you receive must be as we have described them, fit for purpose and of satisfactory quality. If they’re not, please let us know.

It is assumed that you have network coverage for mobile phone SMS messaging in the area in which the Pivotell GSM dispenser will be kept. This is necessary for the device to work. 

A roaming SIM card is supplied with the Pivotell GSM dispenser which will pick up the best mobile network signal in any given area. This requires the Pivotell GSM dispenser to be located in an area with at least one active mobile network.

We cannot be held responsible if there is no network coverage or if the mobile network fails or stops communicating for any reason beyond our control.

We can confirm which messages have been sent from the GSM dispenser and the date and times of these alerts, but have no means to confirm SMS, email message or app notification arrival and cannot be held responsible if an SMS, email message or app notification fails to arrive at the intended destination.

The roaming SIM card supplied must only be used in the Pivotell GSM dispenser and must not be used in a mobile device for SMS, data or calls.  If the SIM card is discovered to be in use in a mobile device, it may be disconnected from the network.


Here are the most important things you need to know:

Within 30 days of purchase

If you wish to cancel within 30 days of starting the contract this is done easily and for a refund (excluding: p&p,and 30 days SIM card credit). Products must be returned in original packaging and in a condition suitable for sale.

After 30 days from purchase

The SIM card supplied cannot be used in any other device. Once the contract is cancelled the SIM card will be disconnected from the network.

Once your cancellation request has been logged in our system, you’ll receive an email with your account closure details.

To cancel your sim Direct Debit we will need at least 30 days notice in writing.

Write to us using the Contact Us page

What to expect once you’ve asked to cancel your Pivotell GSM service.

Your GSM service will cease within 30 days from when you contact us.

Once your GSM account is closed and you have settled the payment for your final bill, you should then cancel your Direct Debit.

Jointly App

Cancelling the Pivotell GSM service will not cancel your use of the Jointly care coordination app, however it will no longer receive messages from the Pivotell Advance GSM medication dispenser.  


Opening hours

Our standard opening hours are 9am to 5pm Monday to Thursday and 9am to 3pm on Fridays.  We are not open weekends however if your request is urgent please use the Contact Us form on the website and we will do our best to respond as soon as possible.

Registered address: Danson House, Stortford Road, Clavering, Saffron Walden, Essex, CB11 4PE

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