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FAQs – Ordering your alarm

Do I need to pay VAT?

94% 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 happens after I have placed my order?

Once you place your order online, you will receive a confirmation email. 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. 

A Direct Debit mandate form and account set up form will be included with your order. Please complete and return both so Taking Care have the following information:

Direct Debit – for convenience it is recommend you set up a Direct Debit for your subscription.

Medical details – so Taking Care can arrange the best help in an emergency, Taking Care will ask you for GP details and medical conditions.

Emergency contacts – so Taking Care know who to contact in an emergency, they will ask for the names, addresses and phone numbers of family, friends or neighbours.

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.

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. 

How do I pay the subscription?

Setting up a direct debit is the best way to pay for the subscription cost. A form to set this up is included with your order. 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 0800 085 8032* to arrange. 

Who do I tell if anything changes?

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

Please call Customer Services on 0800 085 8032and speak to one of the team.

Do I own the personal alarm?

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. 

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