Phone Need help? Call us on 0800 085 7371

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Free Lifetime <br>Equipment Warranty *
Free Lifetime
Equipment Warranty *
Supporting Age UK's <br>charity work
Supporting Age UK's
charity work
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FAQs - GSM personal alarm

Do I need to pay VAT on my order?

94% 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, check you meet the VAT exempt requirements.

What happens after I place my order online?

You’ll be asked to complete the Direct Debit instruction form once you have submitted your order online. Your confirmation email will also include a link to the Direct Debit form in case you, or the person paying the Direct Debit, are unable to complete the form immediately. 

We will prepare your order as soon as possible. Orders received by 1pm, Monday – Friday will be shipped as next working 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.

If you provide a mobile number, we’ll send you an SMS message to let you know when we have sent your order out.

We will include an Account Set-up form with your order. To ensure we deliver the best possible service to you and your family, please complete and return this so we have the following information:

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.

Key safe – if you have a key safe, let us know the code and location so we can get help to you in an emergency.

How do I set-up the Direct Debit subscription?

You can set-up the Direct Debit when you order online. Either choose to pay the set-up cost and first subscription payment by debit/credit card and complete the Direct Debit instruction later. Or you can choose to include the set-up cost in your first Direct Debit payment.

You’ll be asked to complete the Direct Debit instruction form once you have submitted your order online. Your confirmation email will also include a link to the Direct Debit form in case you, or the person paying the Direct Debit, are unable to complete the form immediately.

If ordering by telephone then the Direct Debit instruction will be set-up over the phone with you by one of our sales advisors.

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

No problem! Many of our customers order on behalf of family members who want to pay the subscription themselves. Simply pay by debit/credit card online for the set-up and first subscription payment. Your confirmation email will include a link to the Direct Debit instruction. The person who will be paying the subscription can use this link to complete the Direct Debit instruction or call our Customer Services team, 9am – 5pm Monday to Friday on 0800 085 7371.

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 supplying you with a freepost Royal Mail return collection bag.

Can I order a spare pendant?

Yes, you can order a second pendant to use either as a spare or if there is someone else who lives at the same address that would also like to use the personal alarm service. There is no additional monitoring cost for this, although there is a small charge for the second pendant. Choose the second user option when ordering online to receive an additional pendant.

What is covered by the lifetime warranty?

If your equipment develops a fault or stops working at any time whilst you are a customer, we will either repair or replace the equipment for you. There is no charge for this service.

If the alarm uses a SIM card, why is there no extra call costs?

The subscription includes unlimited alarm calls, 24-hour monitoring and the SIM card. You don’t need remember to top-up the SIM card or pay any additional charges for calls. 

What is included with the Landline Free Personal Alarm?

When you order the Landline Free Personal Alarm, we will send you a personal alarm pendant, a neck and pendant strap, a base unit and multi-network SIM card, power adapter and welcome guide. Also included in the subscription is our free warranty and repair service and unlimited alarm calls.

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 Centres. We have three UK based Emergency Resolution Centres, so you can be confident that alarm calls will be answered anytime of the day or night, 365 days of the year.

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

Do I own the equipment?

The personal alarm equipment is rented from us for the duration of your contract. This means that if the equipment develops a fault, we will repair or replace it free of charge. When you no longer require our service, we will provide a freepost Royal Mail return collection bag to make it as easy as possible to return the equipment.