Terms of use

Last updated 14th September, 2026

TABLE OF CONTENTS

1. COMPANY INFORMATION

These Terms of Use constitute a legally binding agreement made between you, whether personally or on behalf of an entity (“you”) and Charco Neurotech Ltd (“Company“, “we”, “us”, or “our”), concerning your access to and use of the https://charconeurotech.com website as well as any other media form, media channel, mobile website or mobile application related, linked, or otherwise connected thereto (collectively, the “Site”). We are registered in England and have our registered office at Wellington House, East Road, Cambridge CB1 1BH, United Kingdom. You agree that by accessing the Site, purchasing or using the Products, you have read, understood, and agreed to be bound by all of these Terms of Use.

Supplemental terms and conditions or documents that may be posted on the Site from time to time are hereby expressly incorporated herein by reference. We reserve the right, in our sole discretion, to make changes or modifications to these Terms of Use from time to time. We will alert you about any changes by updating the “Last updated” date of these Terms of Use, and you waive any right to receive specific notice of each such change. Please ensure that you check the applicable Terms every time you use our Site so that you understand which Terms apply. You will be subject to, and will be deemed to have been made aware of and to have accepted, the changes in any revised Terms of Use by your continued use of the Site after the date such revised Terms of Use are posted.

The information provided on the Site is not intended for distribution to or use by any person or entity in any jurisdiction or country where such distribution or use would be contrary to law or regulation or which would subject us to any registration requirement within such jurisdiction or country. Accordingly, those persons who choose to access the Site from other locations do so on their own initiative and are solely responsible for compliance with local laws, if and to the extent local laws are applicable.

The Site is intended for users aged 18 or older.

2. DEFINITIONS

“Device” means the CUE1+ wearable neuromodulation device. 

“Adhesives” means skin-contact consumable adhesive components supplied for use with the Device. 

“App” means the optional CUE companion mobile application. 

“Product” means the Device, Adhesives, IFU and App (where applicable). 

“IFU” means the Instructions for Use document supplied separately. The IFU forms part of these Terms.  The IFU contains important safety information, warnings, precautions and instructions. Please read the IFU in full before using the Product.

“Customer Account” means the account created by Charco for each customer and associated with a unique customer account number. 

“Statutory Rights” means any mandatory consumer protection rights and remedies available to you under the laws of the country in which the Product is supplied. 

3. INTELLECTUAL PROPERTY RIGHTS

All intellectual property rights in the Product, including the Device, App, software, firmware, website content, documentation, designs, branding, trademarks, logos, text, graphics and other materials supplied by Charco, remain the exclusive property of Charco Neurotech Ltd or its licensors. 

You own the physical Device you purchase. Charco retains all intellectual property rights in the software, firmware and digital functionality of the Product. Subject to these Terms, you are granted a limited, non-exclusive, non-transferable right to use such software and functionality solely to operate the Device in accordance with the IFU. 

Except as permitted by applicable law, you must not: 

Any suggestions, ideas or feedback provided by users relating to the Product may be used by Charco without restriction or obligation to compensate the user. 

4. USER REPRESENTATIONS

By using the Site, you represent and warrant that: (1) all registration information you submit will be true, accurate, current, and complete; (2) you will maintain the accuracy of such information and promptly update such registration information as necessary; (3) you have the legal capacity and you agree to comply with these Terms of Use; (4) you are not a minor in the jurisdiction in which you reside; (5) you will not access the Site through automated or non-human means, whether through a bot, script or otherwise; (6) you will not use the Site for any illegal or unauthorized purpose; and (7) your use of the Site will not violate any applicable law or regulation.

If you provide any information that is untrue, inaccurate, not current, or incomplete, we have the right to suspend or terminate your account and refuse any and all current or future use of the Site (or any portion thereof).

5. USER REGISTRATION

Each customer is assigned a Customer Account and unique account number upon purchase.  

Customers may access their account using either:

Charco may use Customer Account records for order management, safety reporting, regulatory compliance, and customer support. Personal data will be processed in accordance with our Privacy Policy. 

6. INTENDED USE

The CUE1+ is a non-invasive, wearable medical device intended for use in adults with stages 2, 3 and 4¹ of Parkinson’s disease, as an adjunct to standard pharmacology, who still experience symptoms impacting physical motor function. 

¹ Hoehn and Yahr 

Use the Product only in accordance with these Terms and the Instructions for Use. We recommend consulting your healthcare provider for personalised advice, especially if you are considering changes to your current treatment. If you are currently using another medical device alongside the CUE1+, we advise discussing compatibility with both your healthcare provider and the device manufacturer.  

Individual responses to the Device may vary, and no guarantee of clinical benefit is made. 

Contraindications, warnings and detailed safety instructions are set out in the Instructions for Use. 

7. ORDERS, PRICING AND PAYMENT

Orders are subject to acceptance by Charco. We may refuse or cancel orders where necessary, including in cases of suspected fraud, supply limitations, or misuse. 

Payment methods include: 

We may process payments at the time of order, or in accordance with the payment schedule selected at checkout. 

If you use third-party credit payment providers, you authorise the relevant provider to collect payments according to the agreed schedule. Payment arrangements are then contracts between the customer and the provider and are subject to their approval and terms. Failure to make payment may result in suspension or cancellation of the order or service. 

Delivery times are estimates only. Risk in the Product passes on delivery. Title in the Product passes only upon full payment. 

8. RETURNS POLICY AND 93-DAY NO BENEFIT REFUND POLICY

Statutory cancellation rights (30 days) 

You have the legal right to cancel and return the Device within 30 days of receipt for a full refund under applicable consumer law. Charco will provide a prepaid return shipping label for all valid statutory returns. 

Faulty products (Statutory Rights) 

If the Device is faulty, you may be entitled to repair, replacement, or refund under your Statutory Rights. Charco will provide a prepaid return shipping label for valid fault-related returns. 

93-Day no benefit refund policy (voluntary) 

In addition to your Statutory Rights, Charco offers a voluntary 93-day satisfaction guarantee. Under this guarantee, you may return the Device within 93 days of receipt for any reason, including if you do not feel it provides sufficient benefit. This guarantee is offered at Charco’s discretion and does not affect your Statutory Rights. 

Returns process 

To request a return, customers must submit a return request via the Charco website.

For the 93-Day no benefit refund guarantee returns, Charco may: 

Proof of purchase may be required to verify eligibility for any return, refund or warranty claim. 

Inspection, refunds and replacements 

Charco will issue validated refunds within 10 working days (excluding public holidays) after receiving and inspecting the returned Product.  Charco will endeavour to despatch replacement Devices within 5 working days (excluding public holidays) after receiving and inspecting the returned Product. 

Return shipping 

Charco will provide prepaid return labels for Statutory returns, Warranty returns, and satisfaction Guarantee returns.

Adhesives 

Adhesives are hygiene-sensitive consumable products. Unused and unopened Adhesives may be returned within 30 days where required by law. You cannot return used or opened Adhesives for hygiene reasons unless they are faulty. 

9. PRIVACY POLICY

Charco respects the privacy of its customers, suppliers and partners. We have therefore formulated and implemented a policy on complete transparency regarding the processing of personal data, its purpose(s) and the possibilities to exercise your legal rights in the best possible way. For employees, we have formulated a separate privacy policy, available upon employment and upon request.

This privacy policy covers processing by Charco Neurotech through means other than cookies. Charco Neurotech has formulated a separate cookie policy, which can be found on our website.

10. WARRANTY

The Device is warranted against defects in materials and workmanship for two (2) years from date of purchase. This warranty is provided in addition to your Statutory Rights. If a valid warranty claim is made, Charco will: 

The warranty does not cover: 

Replacement Devices may be new or refurbished. Any replacement Device will be fully functional, tested to Charco’s quality standards and of equivalent performance to the original Device. 

11. COMPANION APPLICATION (CUE APP)

The App is an optional companion application for use with the Device. It enables users to: 

The App is licensed, not sold, and is provided solely as an accessory to the Device. You may download the App through the Apple App Store or Google Play Store. Use of the App may be subject to the relevant app store provider’s terms and conditions. In the event of any conflict between these Terms and any mandatory app store requirements, the applicable app store requirements shall prevail to the extent required. 

12. PRODUCT MODIFICATIONS AND UNAUTHORISED REPAIRS 

Users must not: 

Unauthorised modification, disassembly or repair may affect safety, performance and regulatory compliance and may void the warranty. 

13. SAFETY AND ADVERSE EVENT REPORTING

Users must report any adverse event, malfunction, or safety concern relating to the Product to [email protected] 

14. FIELD SAFETY CORRECTIVE ACTIONS AND RECALLS 

Where necessary for safety, regulatory compliance or product performance, Charco may issue safety notices, software updates, product corrections or recalls. Customers agree to cooperate with reasonable requests relating to such actions.

15. COMMUNICATIONS

By purchasing the Product, you agree that Charco may contact you regarding safety information, product updates, warranty matters, recalls or other information relating to the Product. 

You can contact Charco at [email protected]. 

16. LIMITATIONS OF LIABILITY

Nothing in these Terms excludes liability for: 

Subject to the above, we are not liable for indirect or consequential losses. 

Our total liability to you is limited to the amount you paid for the Product.

17. TERMINATION

Charco may suspend or terminate supply or access to the Product as needed for safety, legal compliance, or a breach of these Terms. 

18. GOVERNING LAW

These Terms are governed by the laws of England and Wales. However, if you are a consumer residing outside England and Wales, nothing in these Terms affects any mandatory consumer protection rights available to you under the laws of your country of residence. 

19. ENTIRE AGREEMENT

These Terms, together with the IFU and Privacy Policy, constitute the entire agreement between you and Charco relating to the Product. 

20. CONTACT US

In order to resolve a complaint regarding the Site or to receive further information regarding use of the Site, please contact us at:
[email protected]