Out-and-About Personal Alarm Watch

Frequently asked questions

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

  92% 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 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?

  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 in case 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 setup 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 the 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 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. 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 pay 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 team and unlimited GPS tracking.

• 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.

• Is the Personal Alarm Watch water-resistant?

  No, the Personal Alarm Watch is splashproof but is not water-resistant so should not be worn in the bath or shower. If you would like a GPS alarm that can be worn in the bath or shower, the Taking Care Anywhere is water-resistant and includes fall detection.

• 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.