Taking Care Sense

Frequently asked questions

• What is required to use Taking Care Sense?

  You will need to provide us with nominated contacts that we can call if an issue is detected. Other than that, there are no additional requirements to use Taking Care Sense.

  Taking Care Sense is not an emergency device, so we will not be able to call the Emergency Services if an issue is detected. Therefore, it is vital we have the contact details of at least one person.  

  You don't need Wi-Fi or broadband to use Taking Care Sense. Instead, it uses a special low-power wide-area network (called LPWAN). This network is a collection of wireless technologies specifically designed for low-powered devices, like Taking Care Sense, that send small amounts of data. There's no SIM card to top-up or extra mobile network costs.

• When will my Taking Care Sense be delivered?

  Delivery is free and includes next working day delivery for orders received by 1pm, Monday – Friday to postcodes in England and Wales. For areas of the UK where we are unable to deliver within 24 hours, a 48-hour delivery is offered instead. Your Taking Care Sense will fit through the letterbox, and you won't need to sign for the delivery or wait at home for a courier.

• Do I need to pay VAT on Taking Care Sense?

  This depends on whether your order Taking Care Sense as a standalone solution or as part of a personal alarm package.

  If you are ordering Taking Care Sense as a standalone solution that is not part of a personal alarm package then you will need to pay VAT. This is because when ordered as a standalone product, Taking Care Sense does not qualify for VAT exemption under UK government rules because it does not include a personal alarm.

  If you are buying Taking Care Sense with a personal alarm you may be eligible for VAT exemption if you, or the person who will be using the service, have a condition that requires regular medication or are registered disabled. 

• 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 confirmation email will also have a link to an online account setup form. Please complete and submit this form so we have the information we need to set up your Taking Care Sense account.

• 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, 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 to pay 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 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.

• How do I provide you with my emergency contacts?

  Once you have submitted your order, you will receive an email with a link to an online account setup form. Please complete and submit this form so we know who to contact in an emergency. If you do not have an email address, you can complete and return the form included in your welcome pack with your Taking Care Sense. If you prefer, you can provide this information by calling Customer Services on 0800 023 4301, Monday – Friday, 9am – 5pm.

  We’ll also ask for some other details so we can provide the best possible response, including medical details and your key safe code and location, if you have one.

• 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.

• Do I own Taking Care Sense?

  Taking Care Sense 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.