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FAQs - Age UK Personal Alarm

Do I need to pay VAT on my order?

91% of customers do not pay VAT on their personal alarm. You may be eligible for VAT exemption if you, or the person you’re buying for:

  • Have a condition requiring regular medication
  • Are chronically sick
  • Are registered disabled

If unsure, check the VAT exempt requirements.

What does the set-up cost include?

The set-up cost includes setting up your account and registering you as a customer. You will need to set up the personal alarm yourself.

For £99 (£118.80 with VAT), we offer an installation service for the Classic Personal Alarm. Add this option when ordering online or by phone, and we’ll arrange a convenient installation date (typically within 21 days).

Can I order a spare pendant or add a second user?

No, not with the In-home Classic Personal Alarm. If you need a spare or a second pendant for someone at the same address, please choose the Digital Personal Alarm or Digital Fall Alarm.

Does the In-home Classic Personal Alarm detect falls?

No. For fall detection in the home and garden, choose the Digital Fall Alarm.

What happens after I place my order online?

There are a couple of things you will need to do after placing your order:

  • Complete the Direct Debit form. A link will be provided on the confirmation page and in your order confirmation email
  • Fill in the online account setup form with:
    • Medical details (to arrange appropriate help in an emergency)
    • Emergency contacts (names, addresses, phone numbers, keyholder status)
    • Key safe details (code and location if you have one)


Delivery

  • If you place your order before 1pm Monday - Friday, your order will be shipped as next working day delivery to postcodes in England and Wales.
  • For other areas, delivery time will be 48 hours.
  • We will email you to confirm your order is on its way. 

How do I set-up the Direct Debit subscription?

When ordering online:

  • Pay the set-up cost with a debit or credit card.
  • Complete the Direct Debit form linked from the confirmation page and order confirmation email for the ongoing subscription.

If ordering by phone, our advisor will help you set it up. 

If someone else is paying the subscription, they can use the link in your email or call Customer Services.

What if I want to pay the set-up costs and someone else pay the subscription?

  • You pay the set-up cost when you order.
  • The person paying the ongoing subscription can complete the Direct Debit form or call Customer Services on freephone 0800 085 7371. Lines are open Monday - Friday, 9am - 5pm.

What if change my mind after ordering?

  • You can return your alarm for free within 30 days for a full refund.
  • We’ll arrange a return via Evri ParcelShop or courier collection.

What do I need to use the personal alarm service?

  • A telephone landline and a mains socket (within 10 feet of each other).
  • You may need to bend down to plug in the base unit.

For the best emergency response, provide:

  • Emergency contacts.
  • Key safe details (if you have one).
  • GP details & medical conditions.

What is included with my order?

Your alarm package contains:
✔ Personal alarm button
✔ Neck and wrist strap
✔ Base unit
✔ Telephone adapter and lead
✔ Power adapter
✔ User guide with easy setup instructions

Your subscription includes:
✔ 24/7 emergency response
✔ Free warranty & repairs
✔ Unlimited alarm calls

How do I provide you with my emergency contacts?

  • Online: Use the account setup link in your order confirmation email.
  • By post: Complete the form in your welcome pack.
  • By phone: Call freephone 0800 023 4301, Monday – Friday, 9am – 5pm.

I was expecting the subscription cost to be higher. What is included in the subscription?

The subscription includes 24-hour monitoring by our Emergency Resolution team. We have three UK based Emergency Resolution Centres, so you can be confident that alarm calls will be answered any time of the day or night, 365 days of the year.

Also included in the subscription is our free warranty and repair service and unlimited alarm calls

Do I own the equipment?

No, the personal alarm equipment is rented from us for the duration of your contract. 

If it develops a fault, we’ll repair or replace it for free.

When you no longer need the service, we’ll arrange a free return via Evri ParcelShop or courier collection.

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