FAQs – Ordering your alarm

Do I need to pay VAT?

92% of customers do not need to pay VAT on their orders, this also includes the installation cost if you choose this option. If you, or the person who you are purchasing the alarm service for, have a condition that requires regular medication such as arthritis, diabetes, or high blood pressure, or are registered disabled, you may be able to qualify for VAT exemption. Check the VAT exemption guide for advice.

What does the set-up cost include?

The set-up cost includes setting up your account with Taking Care and registering you as a customer. You will need to set up the personal alarm yourself.

What happens after I have placed my order?

Once you have submitted your order online, you will be taken to a page in order to complete a Direct Debit instruction form. In case you are not able to complete this straight away, a link to the form will also be sent within your order confirmation email.

Your order confirmation email will also include a link to an online account setup form. Please complete and submit this form so that Taking Care have the following details available in case an emergency alarm call is made:

Medical details – so Taking Care can arrange the most appropriate help in an emergency, please provide details of any medical conditions.

Emergency contacts – so Taking Care know who to contact in an emergency, please provide the names, addresses and phone numbers of family, friends or neighbours. Taking Care will also ask if your contacts are keyholders that can access your home in an emergency.

Key safe – if you have a key safe, let Taking Care know the code and location so they can get help to you in an emergency.

If you place your order before 1pm Monday - Friday then your order will be shipped as next working day delivery to postcodes in England and Wales only. For other areas, delivery time will be 48 hours instead. 

If you provide a mobile number, Taking Care will send you an SMS message to let you know your personal alarm is on its way. 

What if I change my mind after ordering?

You have the right to cancel within 30 days of purchase and Taking Care will refund your order. Taking Care make the returns process as easy as possible by supplying you with a freepost Royal Mail return collection bag. We recommend you have proof of postage.

How do I pay the subscription?

Setting up a Direct Debit is the best way to pay for the subscription cost. This can be done online or over the phone. You can choose to pay monthly or annually.

Can I choose when my order is delivered?

You can nominate a day for your delivery or pay an additional £4.99 for Saturday delivery. Please call Sales on 0800 085 8032 to arrange. 

Who do I tell if my details change?

If you change your address, telephone number or there are changes to your medical conditions or key holders' contact information, please call 0800 085 8032 straight away. Taking Care rely on this information being correct so they can arrange assistance for you if you need it.

Do I own the personal alarm?

With the exception of the Personal Alarm Watch, you do not own the personal alarm equipment, it is rented to you for the duration of your subscription. When you no longer need the service Taking Care will provide you with a freepost Royal Mail return collection bag.