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Product FAQs - Taking Care Anywhere

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.

Can I wear the location-aware GPS pendant if I have a pacemaker?

If you have a pacemaker then you cannot wear the pendant and fall detection will need to be turned off. This is because a mobile device should not be placed near a pacemaker.

If you have a pacemaker, tell Taking Care when you place your order by telephone or select the pacemaker option when ordering online. Taking Care will turn off the fall detection feature. You should attach the location-aware GPS pendant to the supplied split ring, which can be attached to a belt clip or keys, so it is not worn around the neck. The location-aware GPS pendant must be kept at a minimum distance of 25cm from your pacemaker at all times. If you have any questions or concerns, Taking Care is happy to help. Call Taking Care on 0800 085 8032, Monday to Friday 8am - 6pm, to speak to an advisor.

Does the location-aware GPS pendant detect all falls?

The pendant has a sensor that uses an algorithm to recognise the difference between ‘hard’ falls and other movements. Like many similar devices on the market, it cannot guarantee to detect all falls because it is dependent on where it is worn and the amount of shock or impact from the fall. If you fall and are able to press the emergency button then you should do so.

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 Taking Care Anywhere?

Everything you need is provided with your order and you will also receive easy-to-follow set up instructions. You will need a mains electricity socket to plug the base unit into and you may need to bend down to reach the power socket.

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 they will ask for the code and location so if necessary this information can be passed onto the emergency services.

Taking Care wants 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 set up the Direct Debit subscription?

The subscription is paid by Direct Debit and for convenience Taking Care recommends you set this up when you order online. If ordering by telephone then the Direct Debit Instruction will be set up 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 set up 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 set up cost and first subscription payment by debit or credit card and set up 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 keyholders' 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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