Terms & Conditions
Last updated: 17 June 2026
These terms apply when you buy or use the nellie tablet and the nellie connect app. Please read them carefully. By placing an order or using the service, you agree to them.
1. Who we are
nellie and nellie connect are provided by Nellie Connect Ltd, a company registered in England and Wales (company number 17029298), with its registered office at 167-169 Great Portland Street, 5th Floor, London W1W 5PF. You can reach us at support@nellieconnect.com.
2. What we mean
- The tablet is the nellie device, supplied in its protective case.
- nellie connect is the companion app your family uses to send photos, messages and reminders.
- You are the person who buys and manages the account. Your loved one is the person the tablet is set up for.
3. Eligibility
You must be 18 or over to create an account and buy a tablet. The tablet and app are for personal, non-commercial use. We currently deliver within the United Kingdom only.
4. What you are buying
A nellie purchase has two parts, bought together:
- the nellie tablet, a one-off payment (currently £199), and
- a nellie connect subscription, a recurring monthly payment (currently £24.99 per month).
Both are charged at the time of purchase. Prices are shown on our pricing page and may change from time to time; the price you pay is the price shown at checkout.
5. Orders, payment and delivery
Payments are handled securely by our payment provider, Stripe. We never see or store your full card details. Your order is accepted once payment is taken and we confirm it.
We aim to dispatch within a few working days and provide free tracked UK delivery. The delivery address you give at checkout is the address we will send to. Risk in the tablet passes to you on delivery; ownership passes once we have received full payment for it.
6. Your subscription
nellie connect is a rolling monthly subscription that renews automatically each month until you cancel. You can cancel at any time and you will not be charged again after the end of your current paid month.
If you cancel, the tablet will still work, but family-connection features such as new messages, photo uploads and activity insights will no longer update through the app.
7. Cancelling and refunds
As this is a distance sale, you normally have the right to cancel your order within 14 days of receiving the tablet and receive a refund, provided the tablet is returned in a resaleable condition. To cancel, email support@nellieconnect.com and we will explain how to return it.
If the tablet is faulty or not as described, you have rights under the Consumer Rights Act 2015, including repair, replacement or a refund. Nothing in these terms affects your statutory rights as a consumer.
8. Using the service responsibly
You are responsible for the content you share through nellie connect. It must not be offensive, harmful, unlawful, or infringe anyone else's rights. We may suspend or close accounts that break these terms.
When you set up a tablet for a loved one, you confirm that you have their agreement (or the authority to act for them) to create their account and share content and information about them.
9. Availability
nellie connect needs a WiFi connection to work. The service is provided "as is"; while we work hard to keep it reliable, we cannot guarantee it will always be available or uninterrupted, and we may carry out maintenance from time to time.
10. Our responsibility to you
We do not exclude or limit our liability where it would be unlawful to do so, including for death or personal injury caused by our negligence, or for fraud. Subject to that, we are not liable for losses that were not foreseeable, or for business losses, and our total liability connected with your order will not exceed the amount you have paid for it. Your statutory rights as a consumer are not affected.
11. Warranty
The tablet is covered by the warranty described on our pricing page. Any buy-back or similar scheme is subject to the conditions stated at the time of purchase.
12. Our content
The nellie and nellie connect names, software, designs and content belong to Nellie Connect Ltd or our licensors. You may use them only as part of using the service.
13. Changes to these terms
We may update these terms from time to time. We will post the current version here; continuing to use the service after a change means you accept the updated terms.
14. Governing law
These terms are governed by the laws of England and Wales, and the courts of England and Wales will have jurisdiction.
15. Contact
Questions about these terms? Email us at support@nellieconnect.com.