FAQs - GPS Dementia Tracker
Do I need to pay VAT on my order?
91% of customers do not need to pay VAT on their orders. If you, or the person you are buying the alarm for, have a condition that requires regular medication, are chronically sick or are registered disabled then you may be eligible for VAT exemption. If you are unsure, click here to check you meet the VAT exempt requirements.
What happens when I call the Emergency Resolution Centre to help locate my loved one?
Our team are trained to deal with emergency calls and will be able to track the GPS location of the device. They will be able to guide you to the location or call the emergency services to arrange assistance. The team are compassionate and understanding and we have a ‘Dementia friends’ training programme to ensure we provide a first-class service.
What happens after I place my order online?
You will receive a confirmation email and we will prepare your order as soon as possible. Orders received by 1pm, Monday – Friday will be shipped as next day delivery to all postcodes in England and Wales. For those areas of the UK that we cannot deliver to within 24 hours, we offer a 48 hour delivery instead.
We will send you an email to let you know when we have sent your order out or, if you have ordered our installation service, we’ll be in touch within 1 working day to arrange a suitable time and date for the installation.
We will include a Direct Debit mandate form and Account Set-up form with your order. To ensure we deliver the best possible service to you and your family, please complete and return both so we have the following information:
Direct Debit – for convenience we recommend you set up a Direct Debit for your subscription.
Medical details – so we can arrange the best help in an emergency, we’ll ask you for GP details and medical conditions.
Emergency contacts – so we know who to contact in an emergency, we’ll ask for the names, addresses and phone numbers of family, friends or neighbours.
How do I pay the subscription cost?
For your convenience, we recommend setting up a monthly Direct Debit. We include a Direct Debit mandate form with your order.
What if change my mind after ordering?
No problem! You can return your equipment free of charge within 14 days and we will refund the full cost of your order.
We make the returns process as easy as possible by arranging for the equipment to be returned via an Evri ParcelShop or a courier collection service.
How can I view the GPS device’s location?
You will be able to logon to a secure website to view the current GPS device location and location history.
If the alarm uses a SIM card, why is there no extra call costs?
The subscription includes the SIM card costs as well as unlimited alarm calls and 24-hour monitoring. You don’t need remember to top-up the SIM card or pay any additional charges for calls.
What do I need to use the GPS alarm service?
Nothing! We’ll provide all the equipment with your order.
We do recommend that your let us know of any emergency contacts we should call should you need assistance. If you have a key safe, we recommend that you provide us with the location and key safe code. We will only share this information with the emergency services so that they can access your property quickly and conveniently if required. So that we can arrange the best help in an emergency, we’ll also ask you for GP details and medical conditions.
What is included in my order?
Your GPS personal alarm order contains everything you need.
You will receive: your GPS alarm pendant and strap, charging unit, power adapter and pre-fitted multi-network SIM card.
How long does the battery last?
The battery lasts for up to 48 hours and can send a low battery warning email when it reaches 10% capacity. The charging unit is simple to use with no fiddly connections – just place the pendant in the charging unit.
Does this personal alarm need a telephone landline?
No! It has a multi-network SIM card and all the ongoing costs are included in the subscription.