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FAQs - Dementia Tracker Watch Product

Do I need to pay VAT on my Dementia Tracker Watch?

Most of our 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.
  • It also includes the purchase cost of the Dementia Tracker Watch.

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)

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 I change my mind after ordering?

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

What is included in the subscription?

✔ 24-hour monitoring by our UK-based Emergency Resolution Team (3 UK centres, available 365 days a year)
✔ Free lifetime warranty and repair service
✔ Unlimited alarm calls

Do I own the Dementia Tracker Watch?

  • Yes. The subscription is for the alarm monitoring service.
  • If the watch is lost or damaged, you would need to order a replacement to continue benefiting from the 24-hour monitored alarm service.

Which mobile networks does the Dementia Tracker Watch use?

The Dementia Tracker Watch automatically connects to the strongest available 4G network.

I have a pacemaker. Can I still use the Dementia Tracker?

The Dementia Tracker Watch manufacturer recommends that if you have a pacemaker, you should wear the watch on your right wrist and maintain a minimum distance of 15cm (6 inches) between the watch and your pacemaker at all times. You can find out more here. If you have any concerns, we recommend consulting a healthcare professional.

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.

How do I set up the app?

Once your tracker has been dispatched, you will receive an email with instructions on how to download and set up the app from the Apple and Android app stores.

How do I set up the geo safe zones?

Once you’ve received your tracker, give our Customer Services team a call on freephone 0800 085 7371 and we’ll set up your safe zones for you.

It’s important that the tracker is at the home location when the safe zones are first set up so they are accurate. Customer Services are open Monday - Friday, 9am - 5pm.

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