Frequently Asked Questions

  • How much do you charge for the second year?

    Here at Careline24 we keep things simple. We offer the lowest cost careline alarm service in the UK, not just for the first year, but for every year you want to stay with us.

    The second-year service costs just £139 for the Pendant Alarm Plan and £149 for the Fall Alarm Plan. We’ll write to you towards the end of the first year to let you know when your renewal is due.

  • What happens if it develops a fault?

    As your equipment is rented, we will aim to repair (remotely) or replace any faulty equipment within 48 hours. If a piece needs replacement due to age, we do so with an advance replacement.

  • Do I need to test my pendant?

    We recommend testing your alarm via your pendant every 4-6 weeks.

    Stand by your base unit and activate your alarm by pushing the button on your pendant. Wait for our team to answer the call, and simply tell them that you’re placing a test.

  • Can I wear it in bed?

    All of our devices can be comfortably worn in bed. If you choose to remove your pendant overnight, just pop it somewhere safe and easily reachable – like your bedside table or nightstand.

  • Is the pendant waterproof?

    Our wearable devices are waterproof. This means they are suitable to be worn in the bath or shower, but you must not fully submerge them in water for longer than 30 mins.

  • What happens when I press the button?

    Our monitoring team will try to talk to you over the system. They will know who you are and all of your details when they answer. They will determine the nature of the emergency and either call the designated contacts you’ve supplied or contact emergency services if required.

  • How easy is it to set up my alarm?

    We provide everything you need including full-colour instructions that come in the box. You simply need a telephone socket and a power socket. If you run into difficulties, contact us and our team can assist you through the process.

  • Can I purchase the careline without VAT?

    If you have a long-term medical condition, HMRC allows you to purchase our careline alarm VAT free. Examples of qualifying conditions include Arthritis, COPD, Diabetes, Parkinson’s, Deafness / Hard of Hearing, Partial Sight or Stroke. You can find out more details here.

    To order your careline alarm VAT-free, select your plan and complete the VAT exemption section at our checkout (section 4). Under HMRC rules, please note that a key safe will always have VAT applied, regardless of your VAT exemption status.

  • What is included in my plan?

    The Pendant Alarm: Unit, pendant with a range of up to 100m, wearing kit and 24/7 monitoring by our care team.

    The Fall Alarm: Unit, fall sensor wrist device with a range of up to 200m and 24/7 monitoring by our care team.

  • How long does it take to arrive?

    We aim to deliver to you on the next working day when a completed order and service agreement (personal information) is received before 1 pm. It is delivered by a courier and requires a signature.

  • Do you have a cancellation policy?

    Our service can be cancelled at any time, but if it’s cancelled within the initial 12-month contract, no refund will be due.

    At cancellation, a restocking fee of £30 will be charged. If the service is cancelled during second and subsequent years, any refund due will be calculated on a pro-rata basis less the restocking fee.

  • What is a restocking fee?

    The £30 restocking fee is to cover the cost of shipping of the returned equipment, the de-programming and refurbishment of the rented units, the closing of the account with our external monitoring centre and also for the administration costs included in all of those processes.

Please note, our website will be undergoing planned maintenance on Monday 4th January 2021 from 7.30am.