Digital Personal Alarm

Frequently asked questions

• Do I need to pay VAT on my order?

  92% of customers do not pay VAT on their personal alarm. If you, or the person you are buying the alarm for, have a condition requiring regular medication, are chronically sick, or are registered disabled, you may be eligible for VAT exemption. If you are unsure, check if you meet 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. You will need to setup the personal alarm yourself.

• 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 include a link to the Direct Debit form if you, or the person paying the Direct Debit, are unable to complete the form immediately. 

  Your order confirmation email will also include a link to an online account set-up form. Please complete and submit this form so that we have the following details available in case an emergency alarm call is made:

  Medical details – so we can arrange the most appropriate help in an emergency, please provide details of any medical conditions.

  Emergency contacts – so we know who to contact in an emergency, please provide names, addresses and phone numbers of family, friends or neighbours. We will also ask if your contacts are keyholders that can access your home in an emergency.

  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.

  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 only. For other areas, delivery time will be 48 hours instead. 

  If you provide a mobile number, we will send you an SMS message to let you know your personal alarm is on its way. 

• How do I set up the Direct Debit subscription?

  You can set up the Direct Debit when you order online. You can either decide 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 if you, or the person paying the Direct Debit, are unable to complete the form immediately.

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

• How do I provide you with my emergency contacts?

  If you order online or by telephone and provide an email address, you will receive an order confirmation email with a link to an online account setup form.

  If you do not have an email address, you can complete and return the form included in your welcome pack with your personal alarm. Please complete either form so that we have all the information we need in case of an emergency alarm call.

  If you prefer, you can provide this information by calling Customer Services on 0800 023 4301, Monday – Friday, 9am – 5pm.

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

  No problem! Many of our customers order on behalf of family members who want to pay for 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 paying the subscription fees 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 entire cost of your order.

  We make the returns process as easy as possible by supplying you with a Freepost Royal Mail return collection bag.

• Do I need a telephone landline to use the Digital Personal Alarm?

  No, it uses two pre-fitted multi-network SIMs instead, which makes it perfect for customers who do not have a home telephone landline or who wish to place the alarm unit in a location that does not have a telephone socket nearby. The SIM and data usage are included in your subscription so there are no extra costs.

• Do I need to pay for the SIM costs?

  No, all ongoing costs are included in the subscription. This cost also includes the 24-hour monitoring and a multi-network SIM.

• What do I need to use the personal alarm service? 

  Everything you need to setup your Digital Personal Alarm is included with your order. You will need a mains electricity socket within 3 metres of where you want to place the base unit. You may need to bend down to reach the power socket.

  We recommend that you 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 with my order?

  Your personal alarm order contains everything you need. You will receive your personal alarm pendant, wrist or pendant strap, base unit and power adapter.

  Also included is a user guide with easy-to-follow instructions to set up and use your personal alarm.

  Your subscription includes a free lifetime warranty, 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 Team. We have three UK based Emergency Resolution Centres, so you can be confident that alarm calls will be answered any time of the day or night, 365 days of the year.

  Also included in the subscription is our free lifetime 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 implying 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.