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Product FAQs - Age Landline Free Personal Alarms

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?

You will be asked to complete the Direct Debit Instruction form once you have submitted your order online. Your confirmation email will also include a link to the Direct Debit form in case you, or the person paying the Direct Debit, are unable to complete the form immediately.

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. 

An account set up form will be included with your order. Please complete and return so Taking Care have the following information:

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'll 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 do I need to set up the Age Co Landline-Free personal alarm service?

You will need a mains electricity socket nearby (within 10 feet). Your order includes easy-to-follow set up instructions and the SIM card is pre-fitted.

Taking Care will also ask you for some emergency contact numbers who they can contact for you if you need help. If you already have a key safe Taking Care will ask for the code and location so if necessary they can pass this information onto the emergency services.

Taking Care want to be able to arrange the best help for you in an emergency so they will also ask you for GP details and if you have any medical conditions. 

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 setup the Direct Debit subscription?

The subscription is paid by Direct Debit and for convenience Taking Care recommend you set this up when you order online. If ordering by telephone then the Direct Debit Instruction will be setup over the phone with you by Taking Care's sales advisors. Your Direct Debit will be confirmed in writing by Taking Care no later than 10 working days before the first collection.

When you place your order online, you will have two payment options to choose from. You can choose to pay the setup cost as part of your first Direct Debit payment, in which case you will need to complete the Direct Debit Instruction shown when you have completed your order.

Or you may prefer to pay the one-off setup cost and first subscription payment by debit or credit card and setup the Direct Debit later. Some customers prefer this option if someone else is paying for the subscription. For example, customers may order the personal alarm service for family members who wish to pay the subscription themselves.

Your order confirmation email will include a link to the Direct Debit Instruction in case someone else needs to set it up or you wish to do it later. If you have any problems setting up the Direct Debit, please call the Taking Care Customer Services team on 0800 085 8032, 9am – 5pm Monday to Friday or email enquiries@ppptakingcare.co.uk.

What is covered by the personal alarm warranty?

In the event of a personal alarm fault or if your pendant battery needs replacing, Taking Care will fix the issue, free of charge. Depending on the nature of the issue, Taking Care may send you a replacement personal alarm or one of their advisors will visit your home to repair the equipment or replace the battery.

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 tell Taking Care straight 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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