Phone Need help? Call us on 0800 085 7371

Taking care of you and your loved ones
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Approved Service
Personal alarm<br>warranty included
Personal alarm
warranty included
Supporting Age UK's <br>charity work
Supporting Age UK's
charity work
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FAQs - Guardian Watch Package

How do I set-up the watch?

To set-up the Personal Alarm Watch you, a family member or friend will need a compatible Apple or Android smartphone to download the app. The CPR Guardian app can be downloaded from the Apple or Google Play store. 

Download the app and then register as a new user, select allow notifications when prompted and fill in your details.

Log in with your details and select 'Add Device'. Select 'Scan QR Code' (to reveal the code swipe up on your watch face) then simply hold the phone over the watch face to scan. Fill in the details when prompted and then save.

If you or your family member do not have access to a smartphone to download the app we recommend our GPS Personal Alarm instead.

Do I need to pay VAT on my Personal Alarm Watch order?

94% of customers do not need to pay VAT on their orders. If you, or the person you are buying the personal alarm watch 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 I change my mind after ordering?

No problem! You can return your equipment free of charge within 30 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.

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

The subscription includes everything you need to use your Personal Alarm Watch, including unlimited emergency calls to our UK-based Emergency Resolution Centre.

Also included is unlimited GPS tracking, unlimited phone calls from the watch and unlimited heart rate monitoring. There are no hidden costs or Pay As You Go SIM charges.

Do I own the Personal Alarm 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.

Can I order more than one watch?

Of course. We limit orders to one watch per basket/transaction so that we accurately collect the information we need about the alarm monitoring customer to set-up the monitoring service. If you would like to order more than one watch, please place two orders or give our team a call on 0800 085 7371.