FAQ's
Answers to some of the most common questions about our products, services, and how we support independent living.
Not Sure Which Device Is Right For You?
We'll help you choose the most suitable device and response option based on your needs.
Frequently Asked Questions About Safeguard
Safeguard Technologies provides personal safety devices and telecare support across the UK, helping people live safely, confidently and independently. Our service is designed for people who want reassurance at home, when out and about, or while continuing everyday routines.
We provide easy-to-use devices including GPS safety watches, SOS fobs and 4G home phones, with a choice of Friends & Family response or 24/7 monitoring centre support.
No. Safeguard Technologies is an independent provider of personal safety and telecare solutions. We offer a choice of devices and response options, including family-led support and 24/7 monitoring centre response.
Our service is suitable for older people, people living alone, those at risk of falls, individuals with dementia or memory concerns, people with health conditions, and families who want extra reassurance for someone they care about.
Telecare uses technology to help people live safely and independently. This may include SOS buttons, fall detection, GPS tracking, two-way communication and emergency response services, giving users a simple way to call for help when needed.
Getting Started
The setup fee covers the administration, configuration and activation of your device before it is ready to use. This may include setting up contact details, checking response settings, preparing the device for dispatch and ensuring the correct service package is applied.
Where a local installation or home setup service is available, this may also include delivery, demonstration and a live test of the device.
The setup process may include device configuration, account creation, response pathway setup, SIM or connectivity checks, test alerts and preparation of the device before it is sent or installed.
We make sure your device is ready to use and that the correct response option has been selected before your service begins.
In most cases, we aim to prepare and dispatch devices as quickly as possible once your order and setup information have been received. Timescales may vary depending on device availability, response package and whether local installation is required.
Yes. Your cancellation rights will depend on the type of product or service ordered and whether the device or service has already been configured, dispatched or activated. Please refer to our Terms of Service for full details, or contact us if you are unsure.
Devices & Features
Our personal alarms are designed to make it easy to call for help when needed. Depending on the device, the wearer can press the SOS button, speak through the device, share their location, or trigger an alert if a significant fall is detected.
Alerts can be handled by nominated friends and family or by a 24/7 monitoring centre, depending on the response package selected.
Both devices provide portable support at home and when out and about. The watch is worn on the wrist and may be better for someone who is happy wearing a device throughout the day. The SOS fob is smaller and can be worn or carried more discreetly.
Both options can provide SOS alerts, GPS location support and two-way communication, depending on the package selected.
Some of our devices include automatic fall detection. If a significant fall is detected, the device can raise an alert even if the wearer is unable to press the SOS button.
No fall detection system can detect every fall, so the SOS button should always be used where possible.
Safe zones, also known as geo-fencing, allow approved contacts to set a location boundary, such as around a home or familiar area. If the wearer leaves that area, an alert may be generated.
This can be particularly helpful for families supporting someone with dementia, memory concerns or a tendency to become lost.
Yes. Our devices are designed to support people both at home and when out and about. GPS location features usually work best outdoors, while indoor location accuracy may vary depending on signal, building type and network coverage.
Our devices are primarily intended for use within the UK. If you need to use a device abroad, please contact us before travelling so we can confirm whether your device and service package will be suitable.
Technical & Network Questions
Our GPS devices use roaming M2M SIM cards, designed to connect to the strongest available mobile network in the area. This helps provide reliable coverage at home and when out and about, rather than relying on one single network provider.
Coverage can still vary depending on location, signal strength, building type and local network availability.
Our devices are designed to work across the UK where there is suitable mobile network coverage. Because they use roaming SIM technology, they can usually connect to the strongest available network in the area.
If you are unsure about coverage where you live, please contact us and we can advise before you order.
Battery life depends on the device, usage, signal strength and how often location features are used. Most devices are designed to last through normal daily use before needing to be recharged.
We recommend charging the device regularly so it is ready when needed.
If your device stops working, please contact Safeguard as soon as possible. We can help check the device, connection, charging, service status and response settings.
If there is a fault with the device, we will advise on the next steps in line with your service package and our terms of service.
Costs & Contracts
Our services are available from just £26 per month (£6 per week), depending on the device and response option selected.
There is also a one-time setup and administration fee, which covers device preparation, activation and account setup before your service begins.
Full pricing is shown on each product page, and we'll always explain any charges before you place an order.
No. Our services are provided on a subscription basis and can be cacelled at any time with 30 days notice.
Please refer to the product page or Terms of Service for the latest contract information, or contact us if you have any questions before ordering.
The initial setup and administration fees are paid when you place your order. Ongoing service charges are collected monthly using your chosen payment method.
We'll provide full details during the ordering process.
Yes. If you change your mind after ordering, your cancellation rights will depend on whether the device has already been prepared, dispatched, activated or supplied.
Please refer to our Terms of Service for full details or contact us if you need advice about your specific order.
If a device is lost, stolen or accidentally damaged, please contact us as soon as possible.
Depending on the circumstances, there may be a replacement charge. We will always discuss the available options and any costs before arranging a replacement device.
Yes. If your needs change, we may be able to move you to a different device or service package.
For example, you may wish to upgrade from an SOS fob to a safety watch, or change from Friends & Family response to 24/7 Monitoring Centre support. Our team will be happy to discuss the available options.
No. In many cases you can switch between Friends & Family Response and 24/7 Monitoring Centre Response if your circumstances change. There maybe a small adminisstration charge for swapping service.
Some customers may qualify for VAT relief on eligible telecare and personal safety devices due to age, disability or a qualifying medical condition. We provide a simple declaration process during checkout where applicable.
Those two questions are very relevant to Safeguard and are likely to reduce pre-sales enquiries.
Emergency Response
This depends on the response option you choose.
With Friends & Family Response, alerts are sent to your nominated contacts so they can respond directly.
With 24/7 Monitoring Centre Response, your device connects to a UK-based monitoring centre. A trained responder can speak to you through the device, assess the situation and arrange appropriate help, which may include contacting family, carers or emergency services.
Some Safeguard devices include automatic fall detection. If a significant fall is detected, the device can raise an alert even if you are unable to press the SOS button.
Fall detection is an additional safety feature, but no device can detect every fall. If you are able to press the SOS button, you should always do so.
Yes. Many of our devices include two-way communication, allowing you to speak through the device when an alert is raised.
This means your nominated contact or monitoring centre responder can ask what has happened and decide what help is needed.
You can update your emergency contacts by contacting Safeguard. It is important to keep these details up to date so the right people can be contacted if an alert is raised.
Support & Contact
You can update your emergency contacts at any time by contacting the Safeguard team. It's important to keep your contact details up to date so the correct people can be notified if an alert is raised.
We'll ensure any changes are securely applied to your account and response arrangements.
If you need help with your device or service, our support team is here to help. Whether you have a question about charging, connectivity, settings or general operation, simply contact us and we'll guide you through the next steps.
Yes. Our support doesn't stop once your device has been delivered or activated. We're available to help with account updates, emergency contact changes, technical queries and advice on getting the most from your device.
If you move house, please let us know so we can update your account details and ensure any location-related information remains accurate.
Most of our devices are mobile and designed to work wherever there is suitable network coverage, making it easy to continue using the service after a move.
Yes. If your circumstances change, we may be able to switch your service between Friends & Family Response and 24/7 Monitoring Centre Response. Please contact us to discuss the available options.
Yes. Many of our customers purchase devices for parents, partners, relatives or people they care for. We can help ensure the device and response option are suitable for the person's needs.
Every person's circumstances are different. If you're unsure which device would be most suitable, complete our Find The Right Device assessment and we'll recommend the most appropriate option based on your needs and lifestyle.