Careline Complete Personal Alarm Plan

Delivery

For next day delivery please order by 5pm on weekdays. On Saturdays, please order by 12-noon and Sundays by 10am.

Your personal alarm can be setup within 24-hours of ordering, with completion of a New Customer Form.

Returns & Cancellations

If you change your mind, you can cancel your subscription to our personal alarm Care Service and return your products for a refund within 30 days of delivery, if the products are still in their original, intact packaging, and the product has not been used, tested or damaged. We will then refund your initial subscription charge and any product costs, excluding our set-up fee, which is non-refundable.

Quarterly Subscriptions:

If you wish to cancel your quarterly subscription to our Care Service past the 30 days from when your product was delivered, we will require 30 days’ notice before you next renewal point. For orders from the 30/01/2025 your renewal will be on the same date of the month as your initial payment and reoccurs every 3 months from this point. You will be required to return to us by post all products that were sent to you initially, undamaged, using our Freepost service. here.

Personal Alarm Watch and Care Service Refunds, and Initial-Terms:

If you change your mind, you can cancel your pay-monthly or 12-month subscription to our Care Service and return your Personal Alarm Watch for a refund within 30 days of delivery. For a refund we require that the watch is still in its original, intact packaging, it has not been used, tested or damaged, and the protective films have not been removed. We will then refund your original subscription charge and £59.99 watch cost.

Pay-Monthly Subscriptions to our Care Service with a Personal Alarm Watch:

When you choose to pay monthly for our Care Service with a Personal Alarm Watch you commit to an initial term of 3 months, during which monthly payments will be taken on the same date each month. Past the initial term, monthly payments will continue to be taken on the same date until we hear from you requesting a cancellation. We require 30 days’ notice for any cancellation request.

If you would like to cancel a pay-monthly Care Service subscription, past the 30 days, during the initial 3-month term you will still be required to pay for all 3-months and provide us with 30 days’ notice.

Past 30 days from the date of delivery, the Personal Alarm Watch itself is non- refundable.

For more information, please see our full terms of service and returns policy.

Our returns policy for opened and unopened goods is in addition to your statutory rights and applies to purchases made, online or over the phone.

Fall Detection:

Fall alarm sensors and detectors on all devices use an algorithm to recognise the difference between ‘hard’ falls and other movements. They cannot guarantee to detect all falls because it depends on where and how the fall detection device is worn or located on the body, at the time of the fall. For this reason, if you have had a fall or need assistance you should still press the button on your device if you are able to.

Alarm call response time:

We endeavour to answer 97.5% of emergency alarm calls within 60 seconds, in alignment with our commitment with the TSA.  

Network Requirements:

If you have an alarm device that relies on an unlocked SIM card, it will need a mobile signal to connect to us. If you are in a location which has no available mobile signal then an alarm call cannot be made, you will not be able to speak with our Care Team, and our Care Team will not be able to know your location. This is the same as, for example, when you try to make a phone call from a mobile phone when you have no signal – it cannot connect.

Please note that whilst our SIM devices, such as GPS pendants and Personal Alarm products will work with weaker mobile signals, a 4G signal is recommended for faster connections to our Care Team.

Personal Alarm Watch Locator

Our Personal Alarm watches come with a free locator device to use in-home. This can improve in home location accuracy such as in a block of flats, where there can be weak spots in mobile signal. Your Personal Alarm Watch will still require a mobile signal to wirelessly connect to your locator, and to make and receive alarm calls when you are at home.

Pacemakers and Implanted Cardiac Devices

For your safety and peace of mind, if you have a pacemaker or other implanted cardiac device, we recommend keeping your Personal Alarm Watch at least 15cm (6 inches) away from your device. To minimise any potential interference, we also advise wearing the watch on the opposite side of your body from your pacemaker—typically on your right wrist if your pacemaker is implanted on the left side. This guidance aligns with international safety standards, including ISO 14117 and IEC 60601-1-2, which outline electromagnetic compatibility requirements for medical devices to help prevent any potential interference from GSM modules and other wireless communication technologies. While modern pacemakers are designed with robust shielding against everyday electronic devices, maintaining this safe distance ensures optimal performance and comfort. 

If you have any concerns, we advise consulting your healthcare provider or the manufacturer of your pacemaker for personalised guidance. Your safety is our priority, and we are committed to providing technology that supports your independence with confidence and security.