Is there a trial period?
Yes. CareFall Care includes a 14-day trial period so you can try the alarm and make sure it is right for you or your loved one.
SUPPORT
Frequently Asked Questions
Clear answers about the CareFall Care alarm, setup, SOS alerts, charging, GPS location, delivery, returns and ongoing support.
14-day trial period
Try CareFall Care at home and make sure it feels right.
No contracts
Cancel anytime without being tied into a long agreement.
No hidden charges
Clear pricing for the alarm and ongoing service.
Trial, returns and payments
What happens if I do not like it within 14 days?
If you decide CareFall Care is not right within the 14-day trial period, you can return it for a full refund, providing the alarm, charging dock, straps and any supplied accessories are returned in adequate condition.
Are there any hidden charges?
No. We keep pricing clear. You pay for the alarm and the ongoing service plan shown at checkout. There are no hidden setup fees added afterwards.
Am I tied into a contract?
No. There is no long contract. You can cancel the ongoing CareFall Care service whenever you like.
How do I cancel?
Contact CareFall Care and we will help cancel the service. Once the service is cancelled, SOS calling, mobile connection, GPS features and portal access will no longer remain active.
Using the alarm
What should I do in an emergency?
Press and hold the SOS button for around 3 seconds. The alarm will start the emergency response process and begin contacting your chosen emergency contacts.
How long do I press the SOS button for?
Press and hold the SOS button for around 3 seconds. This helps avoid accidental alerts from short presses.
What happens after SOS is pressed?
The alarm starts calling the emergency contacts set up on the account. If one contact does not answer or accept the alert, the system can continue through the chosen contact list.
Does the alarm call 999?
No. The alarm contacts your chosen emergency contacts, such as family members, friends, carers or trusted neighbours. If emergency services are needed, the person who answers can call 999.
Can family members call the alarm?
Yes. Approved contacts can call the alarm directly, making it easier to speak to the wearer when needed.
Connection, GPS and wearing the device
Does it need a landline?
No. CareFall Care works using a mobile connection, so it does not need a landline or a traditional house phone base unit.
Can it be used away from home?
Yes. The alarm is designed to work at home and while out and about, wherever there is suitable mobile signal.
Is GPS location included?
Yes. GPS location support is included and can help emergency contacts understand where the wearer may be during an alert.
Can it be worn as a pendant, watch or keyring?
Yes. Depending on the setup supplied, the alarm can be used with different wearing options such as pendant, watch strap or keyring style use.
What if the wearer has a pacemaker?
If the wearer has a pacemaker, the alarm should not be worn as a pendant. It should only be worn as a watch or used as a keyring.
Charging and device status
How do I charge the alarm?
Place the alarm onto the charging dock and connect the USB cable to the plug adapter. The alarm should indicate that charging has started.
How long does charging take?
A full charge usually takes around 2 to 3 hours. We recommend charging the alarm daily so it is ready when needed.
Can the alarm still be used while charging?
Yes. The SOS button can still be used while the alarm is charging.
What do the lights mean?
The alarm uses status lights to show information such as mobile signal, GPS/location status and charging or battery condition.
Family Portal and support
What email address do I use for the Family Portal?
The email address used when placing your order is normally used for the Family Portal login. If you need this changed, contact CareFall Care support and we can help update it.
What is the Family Portal?
The Family Portal gives approved users access to useful information such as device status, location updates, emergency contacts, SOS history and care journal notes.
Can emergency contacts be changed?
Yes. Emergency contacts can be updated, reordered or removed where portal access has been provided.
Can CareFall Care help set it up?
Yes. CareFall Care can help with setup so the alarm is ready to use and the correct contacts are added.
Who do I contact if I need help?
For non-emergency support, call CareFall Care on 020 4634 4002 or email support@carefallcare.co.uk.
Is the SOS service available outside office hours?
Yes. Office support is available Monday to Friday, but SOS alerts are handled automatically 24/7 by the CareFall Care system.
Still need help?
Contact CareFall Care and we’ll help you understand which option is right for you.
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