Frequently Asked Questions, with answers provided
Choosing and looking after evacuation equipment raises plenty of questions, from which chair suits your stairways to what the law says about servicing and training. Below you’ll find clear answers to the questions we’re asked most often, covering choosing the right model, site assessments, payment, warranty, returns, and your legal responsibilities.
If you can’t find what you’re looking for, email info@evacusafe.com or call 01256 332723 and our team will be happy to help.
FAQs & Answers
Your questions, answered
Which evacuation equipment do I need?
It depends on your building, your stairways and the people you may need to evacuate. The Evacusafe Standard is our entry-level tracked evacuation chair, with a 150kg capacity and single-operator use. The Evacusafe Excel is our heavy-duty manual chair, with a 227kg capacity and a 3-point harness. The Evacusafe Excel-e is powered, with a 180kg capacity, and can take a person up or down stairs at the touch of a button, making it ideal for multi-storey buildings and basements. Our transit chairs are designed for moving people along corridors and over short stair runs, while our Evacusliders suit tight, narrow stairways and people who cannot sit upright. If you are unsure, send us details or photos of your stairways and we will recommend the right equipment.
Spiral staircases, is there a chair that can be used?
Spiral and tightly winding staircases can be difficult for a tracked evacuation chair, because the tracks need a straight, even run of steps to control the descent safely. For tight and narrow stairways, our Evacusafe Standard Evacuslider is often a better option. It is a thick foam evacuation mat with a smooth underside that allows a person to be moved safely through restricted spaces. Every staircase is different, so we recommend sending us photos of your stairs or booking a site assessment, and our engineers will advise on the safest solution for your building.
How do I get a FREE site assessment?
Just call us on 01256 332723 or email info@evacusafe.com to arrange your FREE site assessment. One of our experts will look at your stairways, escape routes and the people you need to plan for, and recommend the right evacuation equipment for your building. There is usually a waiting time of around 3 months for a site visit, so to speed things up you can email us photos of your stairways, landings and escape routes. In many cases, our engineers can assess your needs from photos alone, so you can get the right equipment in place sooner.
Can I pay by invoice or BACS?
Yes. We can issue an invoice for your order, including your Purchase Order number if your organisation uses one, and you can then pay by bank transfer (BACS). This is ideal for businesses, schools, the NHS, local authorities and other public sector organisations. Just email info@evacusafe.com with your order details, plus your Purchase Order number if you have one, and we will send your invoice.
Can you send me a payment link to pay by card?
Yes. If you would prefer not to order through the website, we can email you a secure payment link so you can pay by debit or credit card. Call us on 01256 332723 or email info@evacusafe.com with details of what you would like to order, and we will send you a payment link.
How long is the warranty?
Our tracked evacuation chairs (Excel and Standard) come with a 10-year warranty on the chair frame, 6 years on the track belts and 2 years on all working parts. Our transit chairs (4-Wheel and Tri-Wheel) have a 2-year warranty on all parts, and our Evacuslider mattresses have a 1-year warranty on all parts. Parts that are routinely replaced during maintenance are covered for 2 years. These include fabric, webbing, foam and stickers and, on the Excel-e powered chair, the motor, batteries, chargers and charging control panels. The warranty covers manufacturing defects for the original purchaser and does not cover damage caused by vandalism or by unauthorised repairs or alterations. Warranty claims must be made in writing within 14 days of discovering the problem. Our ViVest A1 and A3 defibrillators come with an 8-year manufacturer’s warranty. Our current warranty policy document is available to download on the footer of this website.
What is your returns policy?
If you are not completely satisfied with your purchase, you can return it within 7 days of receipt for a full refund or an exchange. Items must be unused, in their original packaging and returned with any enclosed documentation. Return delivery costs are your responsibility, and the original delivery charge is not refunded unless the goods are faulty. We recommend using an insured delivery service, as items remain your responsibility until they reach us. If your order arrives damaged, faulty or incorrect, please contact us immediately on 01256 332723 or at info@evacusafe.com and return the items within 14 days of receipt, in their original packaging. If we send you a replacement, please return the original goods within 14 days of receiving it and you will have nothing more to pay. This does not affect your statutory rights. Our current returns policy document is available to download on the footer of this website.
What is the legal responsibility of servicing and training?
Under the Regulatory Reform (Fire Safety) Order 2005, the responsible person for a building must make sure everyone, including people with limited mobility, can be evacuated safely in an emergency. The Order also requires fire safety equipment to be kept in efficient working order and good repair, and staff to be given adequate safety training. The Provision and Use of Work Equipment Regulations 1998 (PUWER) also require work equipment to be maintained, inspected where necessary, and used only by people who have been properly trained. To meet these duties, we recommend that evacuation chairs are serviced at least once a year and that anyone expected to use them is trained. Scotland and Northern Ireland have their own fire safety laws with similar duties.
How much does evacuation chair servicing cost?
Not sure which equipment you need?
Every building and every person is different. Tell us about your stairways, escape routes and the people you need to plan for, and our experts will recommend the right equipment. You can even send us photos for a quick assessment.
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