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FAQs - Mindme Watch Package

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

Most customers do not pay VAT on their Personal Alarm Watch. 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 Personal Alarm 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)


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 I 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 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 12-month warranty

✔ Free Friends and Family app

✔ Unlimited alarm calls

Do I own the Personal Alarm Watch?

  • Yes. The subscription is for the alarm monitoring service.
  • If the Personal Alarm 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 Personal Alarm 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.

Which mobile networks does the Personal Alarm Watch use?

The Personal Alarm Watch has a built-in SIM card that automatically connects to the strongest available 4G mobile network.

The multi-network SIM provides the highest level of mobile coverage, subject to atmospheric conditions, radio interference, buildings, or other forms of interference that can block the pendant's connection to GPS satellites, by accessing available mobile networks to find the strongest signal. However occasionally due to the proximity of masts or the building itself there may be blackspots. This is true of all mobile devices.

I have a pacemaker. Can I still use the Personal Alarm Watch?

The Personal Alarm 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.

Is the Personal Alarm Watch water-resistant?

Yes, it is IP67 water-resistant. However, it should not be exposed to salt water, chlorinated water, hot soapy water or hot steam. We do not recommend wearing it in the bath or shower. Water damage such as this is not covered by the warranty.

Does the Personal Alarm Watch detect all falls?

The watch uses an algorithm to recognise the difference between ‘hard’ falls and other movements.

Like many similar devices on the market, it cannot guarantee to detect all falls because it is dependent on the amount of shock or impact from the fall. There are types of falls that are less likely to trigger the automatic fall detection such as: falling into an object that breaks your fall or falling from an object that is not average standing height. 

If further movements are detected after a fall, the Personal Alarm Watch will not trigger an alarm.

Our guide to how fall alarms work explains the types of falls that trigger an alarm call.

How do I use the Friends and Family app?

The Friends and Family app is free to use. 

With the app, family members can:

  • Call and send messages to the watch and receive voice notes
  • View the watch’s location
  • Set reminders and appointments that are shown on the watch
  • See the daily step count
  • Check the battery level

Once your watch 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 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.
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