Frequently Asked Questions

How easy is it to fit?
The unit is very easy to fit - it requires no expert fitting unless it is to be put inside another electrical appliance (e.g. laptop). However you do need to make sure that it is placed optimally for performance - guidance is given with the instructions for the unit.

How can I track the unit?
You will be given a unique log-in code for a web-based panel which will allow you to see the location of the unit on a map (both photo & graphic based), as well as control the function of the unit. You can also receive a location via text message, though this will need to be placed into a third-party machine (a satellite navigation system or phone that has GPS in-built) to see its location graphically. You can also contact our customer services centre and they can locate the tracking unit for you.

Can the unit let me know if someone interferes with it?
Yes. The unit has an electronic alarm system that sends e-mail or text message to the owner warning that the unit is being interfered with or removed.

What happens if I lease a unit for my pet but it dies before the end of the lease period?
If you wish to return the unit to us then all we need is proof from your vet and we will refund your deposit upon receipt of the working unit.

How does the reunification insurance work?
In the event of you being unable to find the unit then this policy will cover the cost of tracing the unit with specialist equipment and specialist help. It will also cover the replacement cost of the unit, as well as any lease time that you are contracted to but cannot use. Please see details of the policy for exact cover, limitations and exclusions.

Why do I need reunification insurance?
In the normal course of events you will have no trouble tracking the unit via the web-panel, but there may be practical or risk-factor reasons that limit your ability to recover it - these include only being able to trace the unit via RF signal (extreme locations such as underground or in dense forests) or knowing it is located in a block of flats, but not knowing which one.

What happens if the unit stops working?
If the unit malfunctions then it will be repaired or replaced under a 12 month warranty. The unit can also be covered by the insurance policy outside of this period. It is the owners responsibility to ensure that the unit is properly charged (the unit advises you when the battery charge is low). After the first 12 months other repair charges may apply. See terms and conditions.

What conditions can stop the unit giving its location?
The greatest risk with any type of tracking device is when it cannot report its location back to the server. It does this via the GSM (mobile phone) network. If the unit is in an area of no coverage then it will store its location history and report back when coverage is re-established. Extreme geographic locations (e.g. underground, under water, dense woodland) can hinder or stop particular types of tracking.

What happens if I don't return a unit that I have leased but no longer need?
If the unit is not returned to us at the end of the contract period then we will assume you wish to retain the unit and will continue to charge the prevailing monthly lease-rate. If this is not paid, or the unit is not returned to us in working condition then we reserve the right to retain your deposit.

What happens if the battery goes flat?
The unit will not work without power. It will inform you when the power level reaches 20% and it is your responsibility to recharge it.

What happens if I want to return the unit before the end of the first year?
You can return the unit early and receive your deposit back, but we will deduct the remaining charge for your outstanding contract.

How long is a contract?
The initial contract is for 12 months, and then rolling every 1 month.

How long does the battery last?
There is no fixed or standard time. For a tracking collar we would expect the battery to last 2 - 3 weeks in hibernation. It uses more power when reporting its location. For static devices that can have larger batteries the unit will last many months before needing to be recharged.

Are there any other costs?
Not typically. Within the monthly lease comes £1 worth of access - it costs approximately £0.01 for every mapping request, and £0.06 each time you send a change of profile or specific interrogation of the unit (normal unit reporting of its location is free). Once this £1 has been used up we will charge for these activities on a usage basis. Credits cannot be carried forward.

Can you help me locate the unit?
Yes. You can call our customer help-line during working hours (phone number given with the unit) and we will help you locate the device. If you need specialist help then we can also help - the cost of which will be covered if you have a reunification insurance policy.

Is the unit safe?
Yes. The unit contains mobile phone, GPS and RF technology and has CE and SARS approval. There are no reported incidents of any adverse affects of wearing or being near the unit.

Can I track people without their knowledge and permission?
No. It is important that you advise and obtain approval of anyone that you may wish to track; otherwise you may be in breach of the law.

Is there a Corporate or Business package available?
Yes. If you have a specific or bespoke need, or wish to order a large number of units then please contact us.
Can I get a discount if I order more than one unit?
Yes. Please contact us for details.

What are GPS, GSM and RF?
GPS (Global Positioning System) is the most user-friendly and accurate form of tracking an object, and will typically give a location to within a few feet. A GPS signal can be blocked or limited by concrete, metal or heavy foliage.
A GSM (Global System for Mobile) locate uses the modem in the unit to give an approximate location by measuring signal strength between aerial masts, and its accuracy can vary from 250m to 1000m. If a GPS locate cannot be achieved then a GSM locate is the next easiest method of locating the unit, and will also give a general locate for any RF search (see below).
An RF (Radio Frequency) signal can be transmitted by the unit for use in extremis. Its range is limited (around 1000m) and a directional receiver is needed to locate the device, but it can work through brick, concrete, metal and underground. It is an excellent method for finding the device if it has been deliberately hidden.

Do You Guarantee Recovery?
No. It is impossible to guarantee the recovery of an asset or unit. But we do guarantee that you will have the greatest chance possible of locating whatever has been lost.