Fall detection:
Fall detection is designed to recognise sudden, hard impacts while filtering out everyday movements. No fall detector can detect every fall. Slower falls, like gradually slipping from a chair or catching yourself on the way down, may not always be detected. How and where you wear the device can also make a difference.

It cannot detect every fall and should not be relied on as the only way to raise an alert. Whenever you are able, pressing your button yourself is the most reliable way to contact our team.

Please read more on fall detection here

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. As of April 2025, our average answer time was 4.08 seconds.

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.

Your safety is our priority, and we are committed to providing technology that supports your independence with confidence and security.

Alarm Watch Locator
Our Alarm Watch comes 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 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 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.

Wellness Monitoring
The Alarm Watch can check your heart rate and blood pressure. Each reading can take up to 30 seconds to provide an estimate of these stats. For best results, ensure your watch fits properly against clean, dry skin while remaining still. The reading accuracy can be affected by factors such as skin contact, strap tightness, movement, hydration levels, and temperature. Ensure the watch fits properly against clean, dry skin while remaining still.

These readings are for general wellness monitoring only. This watch is not a certified medical device; for any medical concerns or clinical assessments, please use a certified medical device or consult your GP or medical professional.

Fair Use
If we notice unusually high usage on your account, we may get in touch to check that everything is okay and make sure you have the right level of support in place.

In rare cases where usage is exceptionally high over a sustained period, charges may apply under our Fair Usage Policy.

If you'd like to see the full policy, please get in touch.