Taking Care Sense FAQs

Why are we discontinuing Taking Care Sense?

The decision to discontinue the Sense device has been made following careful consideration of customer feedback, alongside a comprehensive review of the enhanced features and benefits now available within our current personal alarm range.

When will my device stop being monitored?

Your device will continue to be monitored until the service end date on 1st July 2026. Once the service has ended, monitoring will stop and you will no longer receive calls or emails from us about this service.

What will happen with the money I have paid for the years monitoring?

If you have only a Sense device:

• If you paid annually, we will process a pro-rata refund to the original payment method once the device has been returned.

If you have a Sense device with a main alarm: 

• If you paid annually, we will process a pro-rata credit to your account where any overpayment has been made. This adjustment will be made automatically and deducted from your next invoice.
• We will also make sure that any future payments are adjusted to reflect the current alarm system you have 

What happened if I want to cancel the service early?

That’s fine, you can cancel at any time.

Please return your device using Evri at www.evri.com or through the Evri app.
We would just ask that you let our team know by emailing enquiries@taking.care or calling us on 0800 0121 321 so we can close down your account and make sure you don’t receive any alert calls.

Is there a 30 days cancellation notice period?

No, there is no cancellation period for the Sense service.

I haven’t set the Sense device up yet; will I receive a full refund?

We appreciate this may be disappointing. However, in accordance with our terms and conditions, monitoring charges apply from the date the subscription begins, even if the device has not yet been set up. 

Is there an alternative product I can get from Taking Care?

At present, we do not offer a direct replacement that provides the same level of service as the Sense device. However, we do have a range of other personal alarms and support services that may meet your needs.

We recommend visiting our website to explore the full range of products and services available. If you would like guidance on choosing the most suitable option, our team would be pleased to assist you.

What happens after the cut off date?

The Sense device will no longer be monitored by Taking Care and no alert will be receives via the device.

How do I return the alarm?

You will need to return the device via Evri courier service. This is a totally free service. 

How do I return my device using Evri

Full instruction can be found below, at the end of these FAQs.

When do I need to return the alarm by?

You may continue to use the alarm as normal up to the service end date, ensuring you receive the full benefit of the service during this period.

Once the service has ended, we kindly ask that the alarm is returned to us with 30 days.

What happens if I can’t find the Sense device?

If you are unable to locate the device, a charge may apply for the lost equipment in line with our terms and conditions. In this situation, please contact our Customer Service team on 0800 0121 321, who will be happy to advise you on the next steps.

 

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How to return your Sense via Evri

Package up the alarm

Simply wrap the device in any suitable plastic bag or small box. There is no need to add in any paperwork we’ll know it’s your alarm by the ID code on the alarm.

Accessing the Evri website?

Go to the Evri returns website or simply type "Evri returns" into Google or your preferred search engine. 

Enter retailers name – PPP Taking Care Ltd as shown below

Then click continue. 

Customer ID – This is your 6-digit customer number, starting with the letter C and will be on any correspondence or emails we send to you, however, if you are not sure you can enter your postcode.

Email address – Please type in your preferred email address.

The next screen will ask your reason your reason for returning – please choose other and add the reason you're returning the alarm equipment. For example, ‘cancellation’.

Select your preferred return method

1. Parcel shop - (Taking Care recommended) These are normally found in Corner shops, newsagents, supermarkets, or Post Office branches that are partnered with Evri to allow you to send, collect, or return parcels. 

2. Lockers – These are typically situated outside supermarkets, petrol stations, and in local neighbourhoods

3. Collection – Only available if you have a printer at home to print the required label - Please be advised, that Evri will attempt to collect at the arranged date and time (Monday- Friday 8am-8pm) however if they fail to collect, they will aim to collect the next working day.

If choosing parcel shop or locker you have two options

1. Print your own label at home if you have a printer
2. Generate a QR code, this can be used at the Evri parcel shop to print a pre-addressed sticky label.

All you need to do is take the QR code to the shop, scan at the Evri machine and print the label to stick onto the parcel. You can then hand it over to the staff at the counter. 

Finding your nearest parcel shop or locker

Below next steps you will find a link to a map to help you locate your nearest Evri parcel shop or locker. Just type in your home postcode and it will list the nearest available locations. It will also advise if the “Print in parcelShop” option is avaliable at each location.