Frequently Asked Questions

Start with a free consultation call where we discuss your needs and situation. Based on that conversation, we recommend the right pack(s) for your home. Once you decide to proceed, we configure everything and ship it ready to use (no technical setup required).

Physical setup takes 30-60 minutes. Simply plug in devices where we indicate (we provide a custom floor plan). Everything is pre-configured and tested before shipping, so there's no technical setup required. We stay on a video call to guide you through placement.

No technical knowledge required. If you can plug in a lamp, you can set up Croft. We pre-configure everything, provide clear instructions with pictures, and guide you via video call during setup. We also offer in-home setup assistance in select areas.

Take our 2-minute assessment quiz to get a personalised recommendation. Or book a free consultation call where we discuss your situation and suggest the best solution. There's no pressure. We want you to feel confident in your choice.

Absolutely! Many families combine packs for comprehensive coverage. For example, Lighting + Safety is popular, or Heating + Security. We offer bundled pricing when you combine packs. Discuss your needs during the consultation.

We use enterprise-grade smart home devices from trusted manufacturers. We select devices specifically for reliability, ease of use, and senior-friendly design. All devices are tested thoroughly before inclusion in our packs to ensure they meet our quality standards.

Most devices require internet, but we include 4G backup in the Safety and Security packs. Lighting automation works locally even without internet. We design systems to be resilient: if internet drops temporarily, core safety features continue working.

All devices come with a warranty. If something stops working, we troubleshoot remotely first (usually fixable). If hardware replacement is needed, we ship a new device immediately at no cost during the warranty period. After warranty, replacement costs are minimal.

Yes! You can add more devices to expand coverage. Common additions: extra motion sensors, additional smart lights, more door sensors. Contact us anytime to discuss expansion. We'll send pre-configured devices that integrate seamlessly.

Only exterior cameras (doorbell camera, outdoor motion camera) are included in the Security Pack. We specifically avoid interior cameras to preserve dignity and privacy. Monitoring happens via motion sensors, not cameras.

Only family members you authorise can access the dashboard. We (Croft) cannot see your data unless you explicitly grant us access for troubleshooting. All data is encrypted in transit and at rest. We never sell or share your data with third parties.

Yes. We use enterprise-grade encryption, secure authentication, and regular security updates. Devices are on a separate network from your main Wi-Fi. We follow GDPR requirements and security best practices. Your data is hosted on UK-based secure servers.

We collect only what's necessary: device status (on/off, temperature, motion detected), activity patterns (for routine learning), and alert events. We do NOT collect audio, video (except doorbell when pressed), or precise location. You can request your data or delete it anytime.

Yes. Your parent has full control. They can pause monitoring temporarily (e.g., when guests visit), disable specific sensors, or turn off the system entirely. We recommend keeping emergency features active, but ultimately it's their choice.

When you cancel, we stop collecting new data immediately. Existing data is retained for 30 days (in case you return), then permanently deleted unless you request deletion sooner. You can export your data before cancellation.

No hidden costs. You pay the one-time purchase price, that is it. Devices, shipping, and configuration are included. After-warranty device replacements have a small fee, but we will always quote you first. Transparent pricing is part of our ethical commitment to families. See our Promise page for more.

We accept all major credit/debit cards and Direct Debit. Setup fees can be paid via card or bank transfer. We do not accept cash or cheques.

Yes! We offer a 30-day satisfaction guarantee. Try the system for a month. If it's not right for you, return it for a full refund (excluding setup fee). We want you to feel confident in your decision.

Yes. Bundling multiple packs saves 10-15%. Veterans and NHS staff receive a 10% discount. Ask about current promotions during your consultation.

No. The system works automatically: no apps to learn, no buttons to remember. Lights turn on when needed, temperature adjusts automatically, and emergency help is one button press. Your parent doesn't need to manage anything technical.

Battery-powered devices send low-battery alerts well in advance. We also send reminders. Most customers recharge devices during regular phone charging, making it part of routine. Typical battery life varies by device type.

Absolutely! The system doesn't prevent normal life. Guests can visit freely. If your parent wants privacy, they can pause monitoring temporarily. The system learns routines, so occasional visitors won't trigger false alerts.

UK-based phone and email support Monday-Friday 9am-5pm. We respond to non-urgent questions within 4 hours during business hours. Most issues resolved on first contact.

Very rarely after the first week. The system learns routines during a 7-day learning period. After that, false alerts are uncommon. We tune sensitivity during your first month to eliminate false positives based on your parent's routine.

The emergency button connects to your authorised family members immediately. You can optionally configure automatic escalation to emergency services if family members don't respond within a set time. We recommend keeping family as first responders to avoid unnecessary ambulance calls.

Yes, with considerations. The automatic nature (no apps/buttons to remember) works well. Activity monitoring helps detect unusual patterns. We recommend involving caregivers in alert setup. The system is designed to support independence, not replace supervision for those with advanced dementia.

Absolutely compatible. Motion sensors detect movement regardless of mobility aid. Path lights help navigate safely. We adjust sensor placement during setup to account for lower movement height (wheelchair users). Fall detection works with walking aids too.

No, this is a supplement, not a replacement. Croft extends independence and provides peace of mind, but it doesn't replace human care for those who need daily assistance. Think of it as an extra layer of safety, not a substitute for caregiving.

System works great for hearing loss. Visual alerts (flashing lights) can be added. Emergency button doesn't require hearing. Activity monitoring works silently. Doorbell connects to tablet with large visual notifications. We can customise for hearing needs.

This is common! Emphasise that they control the system, not the other way around. No cameras, they can pause monitoring, and we frame it as safety backup (like car insurance, hope you never need it). The non-intrusive nature usually wins them over.

We use Zigbee and Z-Wave for device communication (more reliable than Wi-Fi), with a central hub connecting to your internet. This creates a mesh network that's resilient and doesn't overload your Wi-Fi. Cloud platform for remote access is UK-hosted.

Very minimal: about 1-2 GB per month for all monitoring and alerts. Video doorbell uses more when activated (streaming), but it's occasional. The system works fine on basic broadband. We include 4G backup for critical packs.

Limited integration. We use a closed ecosystem to ensure reliability and security. We can't guarantee compatibility with Alexa/Google Home devices. If you have specific integration needs, discuss during consultation.

Devices have battery backup (4-24 hours depending on device). The hub has 4-8 hours backup. Critical alerts use 4G backup when broadband is down. System automatically reconnects when power returns. We send alerts if backup power runs low.

Automatic overnight updates when security patches or new features release. Updates never interrupt service. We test updates extensively before rollout. You can defer updates if needed, but we recommend keeping current for security.