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.

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:

Our fall detection devices use built-in accelerometers to detect sudden movements followed by a rapid stop, which typically indicates a fall. The system is carefully calibrated to reduce false alarms from normal activity, like sitting down quickly, while still aiming to recognise serious falls.

Because of this balance, fall detection can’t guarantee to detect every fall. Some types of falls may not meet the trigger conditions, and on occasion, non-fall movements might set off the alarm.

The reliability of detection can also depend on how and where the device is worn. That’s why, if you have a fall or need help and are able to, you should always press the button manually.

Fall detection is a powerful safety feature, but it should never be relied on as the only way to call for help. If you’ve had a fall, do not assume the alarm has gone through - press the button if you’re able to do so

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.


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.