Date: 1 October 2025, Applicable to the following companies:
Location: Austria
ilogs healthcare GmbH
Company registration number: 481242i
VAT number: ATU72724778
Krone Platz 1, 9020 Klagenfurt, Austria
Managing Director: Dr Walter Liebhart
Tel: +43 463 305 003 – 9
Email: office@ilogs.care, support-b2b@ilogs.care
Location: Germany
ilogs healthcare GmbH
HRB: HRB 281974
VAT number: DE360009706
Konrad-Zuse-Platz 8, 81829 Munich, Germany
Managing Directors: Dr Walter Liebhart, Manuel Paul
Tel: +49 89 54196043 – 9
Email: office-de@ilogs.care, support-b2b@ilogs.care
Location: Switzerland
ilogs healthcare GmbH
Registered office: CHE-467.567.318
VAT number: CHE-467.567.318
Flurstraße 30, 8048 Zurich, Switzerland
Managing Director: Marco Hauser
Tel: +41 44797358 - 9
Email: office-ch@ilogs.care, support-b2b@ilogs.care
Location: United Kingdom
iLogs UK Ltd
Company register number: 10376348
VAT number: 258355479
4th Floor, St James House, St James Square, Cheltenham GL50 3PR, UK
Managing Directors: Ian Lester, Andreas Jansa
Tel: +44 120 290 673 - 9
Email: office-uk@ilogs.care, support-b2b@ilogs.care
Place of performance and jurisdiction: the respective location
1 GENERAL
All deliveries and services provided by ILOGS to CUSTOMERS are based exclusively on the following General Terms and Conditions in the version valid at the time of the order.
General terms and conditions of any kind that contradict these terms and conditions shall be deemed null and void and shall have no legal effect.
1.1 DEFINITION OF TERMS
Explanation of terms used in these General Terms and Conditions.
a) CUSTOMER: In these General Terms and Conditions, the term CUSTOMER is used for the following situations:
i. CUSTOMER purchases JAMES products and services and provides them directly to CLIENTS for use, e.g. care facilities that equip residents with JAMES products and services or companies with lone workers.
ii. CUSTOMER purchases JAMES products and services from ILOGS, resells them to its own customers and manages them independently in the JAMES ADMIN PORTAL, e.g. emergency call organisations.
iii. CUSTOMER only purchases hardware products (no services) from ILOGS and resells them to its own customers. In this case, CUSTOMER does not have access to the JAMES ADMIN PORTAL, e.g. offline and online retailers.
b) ADMINISTRATOR: manages and configures purchased JAMES products and services in the James ADMIN PORTAL.
c) SUPERVISOR: uses JAMES products and services, e.g. wears the JAMES watch.
d) CONTACT: has access to individual care recipient data and can receive alerts and warnings if authorised by the CUSTOMER. E.g.: family members of the care recipient.
e) EMERGENCY CALL DEVICE: This may be, for example, a watch, a tracker, a smartphone app or other alarm devices offered by ILOGS in the future.
f) ILOGS Support: Customer service provided by ILOGS. Support contact details can be found on our website www.ilogs.care.
g) ADMIN PORTAL: Web portal through which the CUSTOMER manages EMERGENCY DEVICES, SUPPORTED PERSONS and TARIFFS.
h) RATE: Ongoing costs for services.
1.2 SUBJECT MATTER
These Terms and Conditions govern the purchase and use of ILOGS products and services. These include, among other things, the JAMES Telecare system, a cloud-based solution consisting of apps, APIs, hardware components, interfaces to third-party systems and services.
1.3 VALIDITY
These terms and conditions apply to ILOGS CUSTOMERS who have purchased JAMES products directly from ILOGS. If JAMES products have been purchased from third-party sales partners, the terms and conditions of the sales partners apply.
2 ORDER, DELIVERY and SETTLEMENT
2.1 CONCLUSION OF THE CONTRACT
A contract is concluded upon signing an agreement or accepting these General Terms and Conditions. Orders are placed via a web shop provided by ILOGS or by email to the local ILOGS support email address. The order is binding for the CUSTOMER as soon as it has been confirmed by ILOGS.
2.2 DELIVERY TERMS
a) The expected delivery date will be announced upon confirmation of the order. For goods in stock, this is usually 5 to 10 working days. The CUSTOMER will be notified immediately of any delivery delays. The information is provided without guarantee.
b) For goods that are not in stock at the time of the CUSTOMER's order, the delivery time may be up to 8 weeks. The expected delivery date will also be announced in the order confirmation for goods that are not in stock.
c) If orders are shipped via a carrier specified by ILOGS, the shipping costs will be charged to the CUSTOMER. ILOGS endeavours to provide the most cost-effective delivery possible.
d) If the CUSTOMER has concluded the contract of carriage themselves without using a selection option proposed by us, the risk shall pass to the carrier upon delivery of the goods.
2.3 TRANSPORT DAMAGE
a) If goods are delivered with obvious damage to the packaging or contents, the CUSTOMER must immediately complain to the relevant delivery service provider and refuse to accept the delivery, without prejudice to their warranty rights.
b) ILOGS must be informed of the damage via the respective local contact details so that ILOGS can assert any rights it may have against the manufacturer and the delivery company.
2.4 TERMS OF PAYMENT
a) Prices are based on the current price list valid at the time of ordering, plus all shipping costs. Unless otherwise agreed, invoicing shall be in euros.
b) Prices are index-linked on the basis of the Austrian Consumer Price Index (CPI) 2021 or the index replacing it. The starting point for the index-linking calculation is the index figure announced for the month in which the contract begins. Prices are adjusted annually.
c) The payment term for hardware purchases is 10 days from the invoice date. The invoice date is the same as the dispatch date.
2.5 RESERVATION OF TITLE when purchasing hardware
If the hardware is purchased from ILOGS, the following conditions apply:
a) ILOGS retains ownership of the delivered service or goods or of the media processed or created by us until all payments arising from the business relationship with the CUSTOMER have been received. If the CUSTOMER resells goods subject to retention of title, it must also pass on the retention of title. The CUSTOMER must immediately notify us of any access by third parties to our goods subject to retention of title. Pledging, transfer by way of security and similar transactions involving the goods subject to retention of title are only permitted with our prior consent.
b) If payment is not made immediately after a reminder has been issued in the event of late payment, the goods subject to retention of title must be returned immediately and ILOGS has the right to terminate the purchase contract. The costs of taking back the goods shall be borne by the customer.
CUSTOMERS.
2.6 HARDWARE RENTAL
If ILOGS hardware is rented, the following conditions apply:
a) The rental object is made available for use in return for payment of a monthly rental fee based on the currently valid price list.
b) The rental fee (hardware rental, not the tariff) shall commence upon delivery of the rental item.
c) The minimum rental period is 18 months.
d) After the minimum term has expired, the rental can be cancelled on a monthly basis or paused.
e) The rent is due in advance on the delivery date each month and is automatically extended for another month as long as the rent is not cancelled or paused after the minimum term has expired.
f) All rent due for the month will be invoiced in a collective invoice at the end of the month.
g) A paused rental can be reactivated at any time; the new billing date will be the date of reactivation.
h) After termination of the lease, the leased item and accessories may only be returned to ILOGS upon express request, with the CUSTOMER bearing the costs of the return shipment.
2.7 WARRANTY
a) For hardware purchases, the warranty period is twelve months from delivery.
b) In the case of hardware rental, the warranty remains valid during invoiced and paid rental periods (there is no warranty for terminated, paused or unpaid rental periods).
c) Damage to wear parts (watch glass, watch strap, scratches, etc.) and damage caused by improper handling (e.g. handling with aggressive liquids, improper charging procedures) are excluded from the warranty.
d) The supplied and installed SIM cards may only be replaced with the consent of ILOGS.
e) Any other modifications to the delivered devices are not permitted and will void the warranty.
f) Any defects or incorrect deliveries must be reported to ILOGS immediately after delivery in writing (by email or letter).
g) The CUSTOMER bears the full burden of proof for all claim requirements, in particular for the defect itself, for the time of discovery of the defect and the timeliness of the notification of defects.
2.8 DEFECT REPORT, ANALYSIS AND EXCHANGE
For CUSTOMERS who purchase JAMES products and services from ILOGS and serve their own customers, the following additional regulations apply to defect reporting, analysis and replacement within the warranty period:
a) Defects that only occur during operation must be analysed by the CUSTOMER and reported to ILOGS in accordance with ILOGS specifications, including the analysis results.
b) If the defective goods are an EMERGENCY CALL DEVICE, the CUSTOMER shall mark this in the ADMIN PORTAL with the status „Maintenance“ and if the CUSTOMER does not change this status within one month, the EMERGENCY CALL DEVICE shall be decommissioned by ILOGS and thus rendered unusable in the long term.
c) ILOGS shall analyse the reported defects remotely within one month. At ILOGS' request, the CUSTOMER shall assist in the analysis of the defects as part of its burden of proof (e.g. via video call or by sending videos or images by email). The CUSTOMER shall only send defective goods to ILOGS for further analysis upon express request.
d) If the CUSTOMER refuses to provide requested assistance in analysing the defect, ILOGS will not recognise the warranty claim.
e) ILOGS shall inform the CUSTOMER of the analysis results, and recognised warranty claims shall be either repaired and returned by ILOGS with the next billing cycle at the end of each month or replaced with new or as-new devices.
2.9 JAMES-RATEE
Tariffs via web shop
If the tariff is activated via the JAMES web shop, it will be billed for the first time 30 days after activation and then monthly or annually on the anniversary date of the first billing, depending on the selection.
However, for B2B customers, ILOGS recommends setting up a business account to use the ADMIN PORTAL, where you can manage your tariffs and receive a monthly collective invoice, as described below:
Tariffs via admin portal
If the CUSTOMER manages the tariffs themselves via the ADMIN PORTAL, the following conditions apply:
a)
The monthly tariff is charged to the CUSTOMER after activation of the respective tariff for the respective person being cared for in the ADMIN PORTAL (e.g. when an emergency call device is activated, a tariff is automatically activated).
b) The monthly fee is payable in advance on the activation date each month, is limited to one month and is automatically extended for a further month on the activation date unless cancelled.
c) All fees due for a month will be invoiced in a collective invoice at the end of the month.
d)
The monthly tariff can be cancelled at any time in the ADMIN PORTAL and will no longer be due on the next due date from that point onwards.
e) If the last due date in this month was exceeded and thus became due before the tariff was terminated, the tariff will be charged one last time with the next monthly collective invoice.
f) EMERGENCY CALL DEVICES that are undergoing maintenance for analysis will not be charged. To this end, defective EMERGENCY CALL DEVICES must be set to „Maintenance“ status by the CUSTOMER in the ADMIN PORTAL. The same cut-off date rule applies here as for termination.
g) The payment term for tariffs is 10 days from the invoice date.
3 USE
It is strongly recommended that you read the relevant user manuals and service descriptions before using our products and services. If you have any questions, please contact us using our local contact details for clarification.
3.1 OUR SERVICES
a) JAMES is a technical call support system which, when an alarm is triggered by the PERSON BEING CARED FOR, notifies a call centre and/or a number of CONTACTS. If necessary, the geographical position of the PERSON BEING CARED FOR can be queried, provided that the EMERGENCY CALL DEVICE is technically accessible and a position can be determined.
b) The system also offers SUPERVISORS and CONTACTS the opportunity to communicate with each other.
c) ILOGS reserves the right to change or expand the functions without prior notice.
d) ILOGS reserves the right to withdraw products from the market or discontinue services for technical or other reasons. ILOGS will give at least six months' notice of such measures.
3.2 TECHNICAL RESTRICTIONS
ILOGS services can only be guaranteed if all services involved are functioning properly. For example, the following requirements must be met to ensure the smooth functioning of our mobile EMERGENCY CALL DEVICES:
a) EMERGENCY CALL DEVICE is switched on.
b) Use in the regions approved for the SIM card used, subject to the restrictions listed under MOBILE PHONE.
c) Network reception available and functioning telephone connection to the mobile network.
d) Alarm contacts and/or call centre must be configured in the system and accessible.
e) The position of the EMERGENCY CALL DEVICE is determined using location-based services (LBS) such as GPS or Wi-Fi triangulation. Here too, accuracy depends on the current availability of the location technologies used.
f) ILOGS regularly checks the functionality of the system, but cannot rule out short-term interruptions to service or inaccurate location tracking due to the reasons mentioned above.
g) Any vital signs measured are rough estimates and cannot be used for medical purposes.
3.3 MOBILE PHONES
ILOGS EMERGENCY CALL DEVICES are supplied with roaming SIM cards. The following restrictions apply to the SIM cards used:
a) The SIM cards are only approved for use in the following regions: EU, UK, Switzerland.
b) Incoming calls are free of charge on our SIM card, but additional costs may be incurred by the service provider of the calling telephone (e.g. smartphone, landline, IP telephone).
c) In the event of misuse of the SIM card, it will be automatically blocked and the EMERGENCY CALL DEVICE will no longer be usable. The following points are considered misuse:
i) SIM card is being used outside the authorised regions.
ii) The SIM card is removed from the EMERGENCY CALL DEVICE and used elsewhere (e.g. in a smartphone).
iii) Consumption in one month exceeds five times the normal maximum monthly consumption of EMERGENCY CALL DEVICES. The normal maximum consumption per month is: 30 minutes of outgoing calls, 30 text messages and 50 MB of data.
iv) Chargeable numbers are called from the SIM card (e.g. due to incorrect configuration of the EMERGENCY CALL DEVICE in the ADMIN PORTAL by the CUSTOMER).
d) The CUSTOMER will be informed of the SIM card block by email.
3.4 REGULAR CHECK-UPS
Users of the system are required to regularly check points 3.2 and 3.3 as follows:
a) Network reception of the watch
b) Display of the last connection to the emergency call device via ADMIN PORTAL or app
c) Test call or test alarm from the JAMES device once a week
3.5 HEALTH
Current studies recommend a minimum distance of 15 cm between the EMERGENCY CALL DEVICE with a GSM module and a cardiac implant/pacemaker.
3.6 OBLIGATIONS OF THE CUSTOMER
The customer is obliged to,
a) to notify us immediately of any changes to the contract details on file.
b) ensure that no tampering is carried out on the EMERGENCY CALL DEVICES.
c) ensure that the technical restrictions specified in (3.2 and 3.3) are reviewed regularly.
d) ensure that the EMERGENCY CALL DEVICES are worn and used correctly and that contact with dirt and dust is avoided as far as possible.
e) ensure that the battery of the EMERGENCY CALL DEVICES is sufficiently charged.
f) not to misuse access to the services or the services themselves.
g) not to make calls to premium rate numbers.
h) The CUSTOMER is obliged to inform the CLIENT and their CONTACTS about all obligations under this point and about the scope of services of ILOGS products.
In the event of a breach of the above conditions, ILOGS reserves the right to take legal action.
In addition, the CUSTOMER shall be liable for all costs or damages incurred and/or possible
Third-party claims are hereby provisionally accepted.
4 CUSTOMISED SOFTWARE DEVELOPMENTS
ILOGS develops customised applications as modular extensions based on the JAMES Telecare platform. ILOGS implements its own projects according to specific requirements and orders from the CUSTOMER. Components include:
a) Analysis and requirements definition
b) Concept and design
c) Implementation/development
d) Quality assurance and testing
e) Deployment and introduction
f) Operation and maintenance
5 JAMES4SALES
a) JAMES4SALES is a web application that can be used on all platforms and supports digital processes between sales, document generation, control, call centres, and CRM, ERP, and billing systems via interfaces (API).
b) The provision of the necessary infrastructure, such as the server environment, procurement of hardware, connection of hardware to the overall system, and APIs to external systems, etc., is the responsibility of the CUSTOMER.
c) ILOGS provides assistance with implementation, onboarding, training and support on the basis of its own project contracts in accordance with the valid price list, quotation and order. The JAMES4SALES application is available in various modules and is subject to continuous further development.
6 MISCELLANEOUS
6.1 DATA PROTECTION
a)
The legal basis for the processing of data arises from the fulfilment of the contract in accordance with Art. 6(1)(b) GDPR.
b) The purpose of data processing is to fulfil the contract concluded in this matter. The data transferred to ILOGS is a prerequisite for the provision of services, e.g. the forwarding of data in the event of an alarm.
c) ilogs healthcare GmbH, Krone Platz 1, 9020 Klagenfurt am Wörthersee, Austria, is responsible for data processing.
d) The data is managed in a secure data centre within the EU.
e) If the CUSTOMER is the data controller under the GDPR, the CUSTOMER is required to conclude a DPA (data processing agreement under the GDPR) with ILOGS.
g) Further information on the processing and storage of data can be found in our
Privacy policy (at: https://ilogs.care/privacy).
6.2 DISCLAIMER
a) ILOGS excludes any liability for damages of any kind, to the extent permitted by law. The maximum amount of damages payable is limited to the purchase price agreed for the EMERGENCY CALL DEVICES delivered within the last 6 months.
b) ILOGS shall only be liable for financial losses due to breaches of contractual or pre-contractual obligations, in particular due to impossibility, delay, etc., in cases of intent or gross negligence. Unless it is a consumer transaction, the existence of slight or gross negligence must be proven by the injured party.
c) In cases of slight negligence, ILOGS shall only be liable for personal injury.
d) ILOGS shall not be liable for indirect damage, lost profits, loss of interest, lost savings, consequential and financial losses, damage resulting from third-party claims, or for the loss of data and programmes and their restoration. Compensation for consequential damages (due to defects) as well as other property damage, financial losses and damages to third parties against the CUSTOMER is excluded, unless it is a consumer transaction.
e) ILOGS shall not be liable in particular in cases of force majeure and transmission errors for which it is not responsible.
f) ILOGS shall not be liable for failure to check technical restrictions (Section 3.2).
g) Furthermore, ILOGS shall not be liable for disruptions that are subject to the remit of the telephone company or a contracted service provider, nor for general network coverage or the availability of the EMERGENCY CALL DEVICES used and the telephones of CONTACTS.
h) The customer uses the EMERGENCY CALL DEVICE at their own risk. If the customer has purchased the EMERGENCY CALL DEVICE including a SIM card, the mobile phone contract is part of this contract. The shutdown, disruption or restriction of mobile phone services by the mobile phone operator outside of any misuse (Section 3.3) is not the responsibility of ILOGS and has no effect on the claims arising from these terms and conditions.
i) Claims for damages by business CUSTOMERS shall become time-barred within one year of becoming aware of the damage and the party responsible for it.
j) The exclusion of liability also includes claims against employees, representatives and vicarious agents of ILOGS for damages they cause to the CUSTOMER – without reference to a contract on their part with the customer.
k) Damage caused by improper or non-contractual actions on the part of the CUSTOMER during installation, connection, operation or storage shall not constitute grounds for claims against ILOGS. Improper use and non-contractual actions shall be determined in particular according to the manufacturer's specifications.
6.3 TRADEMARK LAW
The trademarks and all associated rights remain exclusively with ILOGS as the trademark owner. No licence, transfer or implied grant of rights is granted. The use of ILOGS trademarks to create social media accounts, pages, groups, channels or handles, as well as the registration of domains, subdomains, directories and meta tags, is prohibited. Own logos/signets in combination with the trademarks are not permitted without the approval of ILOGS – no co-branding.
6.4 SEVERABILITY CLAUSE
a) Should individual parts of these General Terms and Conditions be invalid, this shall not affect the validity of the remaining parts.
b) ILOGS, like the business CUSTOMER, undertakes to work together – based on the principle of fair dealing between the contracting parties – to agree on a replacement provision that comes as close as possible to the economic outcome of the invalid provision.
6.5 APPLICABLE LAW AND PLACE OF JURISDICTION
The contracting parties agree to apply Austrian law. The UN Convention on Contracts for the International Sale of Goods and all provisions relating to the UN Convention on Contracts for the International Sale of Goods are expressly excluded. The place of jurisdiction is the respective address of the ILOGS location.
6.6 COPYRIGHT
All news, graphics and the design of the ILOGS website are intended solely for the personal information of our CUSTOMERS. Use is at your own risk. All data in this offer is protected under Sections 4 and 87a ff. of the Copyright Act. The reproduction, copying and printing of the entire website is only permitted for the purpose of placing an order with ILOGS. Any reproduction, distribution and/or public reproduction beyond this exceeds normal use and constitutes a violation of copyright law.
