Frequently asked questions

• Do I need to pay VAT on my order?

  94% of customers do not pay VAT on their personal alarm. If you, or the person you are buying the alarm 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 will receive a confirmation email and 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 a Direct Debit mandate form and Account Set-up form with your order. To ensure we deliver the best possible service to you and your family, please complete and return both so we have the following information:

  Direct Debit – for convenience we recommend you set up a Direct Debit for your subscription.

  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.

• What if 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.

• How do I pay the subscription cost?

  For your convenience, we recommend setting up a monthly Direct Debit. We include a Direct Debit mandate form with your order.

• Can I order a spare pendant?

  Yes, you can order a second pendant to use either as a spare or if there is someone else who lives at the same address that would also like to use the personal alarm service. There is no additional monitoring cost for this, although there is a small charge for the second pendant. Choose the second user option when ordering online to receive an additional pendant.

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

  All you need is a telephone landline and a mains electricity socket within 10 feet of each other to plug the personal alarm base unit into.

  You may need to bend down to reach the telephone and power sockets.

  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 button, neck and pendant strap so you can choose how you wear the alarm, base unit, telephone adapter, telephone lead and power adapter.

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

  Your subscription includes our free warranty and 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 Centres. 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 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. This means 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.

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