Your privacy matters to us.

Monso Water is a trading name of MONSO LIMITED, a company registered in England and Wales (company number 11301848). MONSO LIMITED is the controller of the personal information described in this policy, which means we decide how and why it is used and we are responsible for it.

Our registered office is Unit 1, Palm Tree Court, 4 Factory Lane, London, N17 9FL. For anything about your personal information, email support@monsowater.com or call 020 8886 6660.

This policy explains what we collect, why, who we share it with, how long we keep it and your rights. It goes with our Terms of Service, which apply when you buy from us.

Your details. Your name, email address, phone numbers, the address where your appliance is installed and any delivery address, and the mobile number you use to sign in.

Orders and payments. What you buy, prices, instalment and Smart Service schedules, invoices and whether payments have been made. Card payments are handled by Stripe, as explained below.

Your appliance. Its model, colour, filtration type and serial number, when and where it was installed, its filter-change and service history, and whether it has Smart Service.

Appointments and visits. Appointment dates, access details you give us, and what our engineer records at the visit, including photographs.

Checks and records. Ownership-transfer checks when an appliance changes hands; if we carry out a soft credit check, the details it needs (such as your date of birth and previous addresses) and its result; and any restriction on an account.

What you tell us. Emails, messages, calls and complaints, and notes our team makes about your account and our dealings with you.

The Monso app. When the app launches, information from Wi-Fi models connected to it.

Using our website. Your IP address, browser and device type, the pages you visit and how you use the site, collected with cookies and similar technologies as our Cookie Policy explains.

Each of these is explained in more detail below.

• To take and confirm your order, take payment, and deliver and install your appliance.
• To provide the warranty and Smart Service: scheduling filter changes, repairs and re-installation when you move home, and sending the reminders our Terms promise.
• To keep accurate records of the work we do and the appliances we look after.
• To check that filters are bought for an appliance registered to the buyer, and to move a registration when an appliance changes hands.
• To decide whether to offer payment by instalments, where we carry out a soft credit check.
• To keep our staff safe and to prevent fraud, misuse and abuse of our website forms.
• To answer your questions and deal with complaints and claims.
• To contact you about safety notices or recalls affecting your appliance.
• With your consent, to send you marketing about our products, offers and water-quality tips. You can opt out at any time with the unsubscribe link in any email or by contacting us.
• To understand how our website and products are used and improve them, using information that no longer identifies you wherever we can.

When we install an appliance, we record its serial number and register it to the buyer (Section 1.5 of our Terms). We use the registration to:

• confirm your warranty and Smart Service cover;
• plan your filter changes and record each service;
• check that replacement filters are bought for an appliance registered to the buyer (Section 14.5);
• move the registration when the appliance is sold, given away or otherwise transferred (below); and
• contact the registered owner about a safety notice or recall.

If someone asks us to move an appliance’s registration to them, for example after buying it second-hand, we follow Section 14.6 of our Terms:

1. we ask the new owner for their name, contact details and the appliance’s serial number;
2. we check which customer account the serial number is registered to;
3. we contact the registered owner and ask them to confirm the transfer, and we record their answer; and
4. once it is confirmed, we move the registration to the new owner’s account.

We ask for more, such as proof of purchase, only if the registered owner cannot be reached or disputes the transfer, or if we have concerns about fraud, theft or safety. We use this information only to deal with the transfer and those concerns. We do not give the new owner the registered owner’s contact details, or the other way round, unless that person agrees.

We do this to make sure filters and services go to the right appliance and that a registration is moved only when a transfer is genuine (our legitimate interests in preventing fraud and theft, and in supplying filters safely).

At an installation, service or repair visit, our engineer completes a report (Section 11.4 of our Terms). It can include:

• the work carried out, observations, recommendations and readings, such as the water’s TDS;
• the filters replaced and the appliance’s serial number;
• photographs of the appliance, its connections and the area where it is installed;
• the name and signature of the adult present, who may be someone other than you; and
• the location of the engineer’s device when the visit is recorded, which confirms the visit took place at the right address.

We photograph the appliance and the work, not people, although a photograph may show part of the room around it. We use visit records as evidence of the work done, for your warranty and Smart Service, and if there is a later question, dispute or damage claim. They are kept in private storage, not published anywhere, and only staff who need them can see them.

Card payments, saved cards and recurring payments are handled by our payment provider, Stripe (Section 4.6 of our Terms). You enter your card details on Stripe’s secure form, and we never see or store your full card number. We hold Stripe’s references for your customer record, payments and invoices, and we can see the type of card saved and its last four digits so we can tell you which card is on file.

Stripe processes payments on our behalf. It also uses some payment information for its own purposes, such as preventing fraud and meeting its legal obligations, as Stripe’s own privacy policy explains.

Before agreeing to let you pay for an appliance in instalments, we may carry out a soft credit check with a credit reference agency (Section 4.5 of our Terms). We do not do one for every customer, and we will tell you, and which agency we use, before we do.

We give the agency the details it needs to identify you, such as your name, address and date of birth. It tells us about your credit history, which we use to decide whether to offer instalments and to help prevent fraud. A soft check is visible only to you on your credit file. It does not affect your credit score, and other lenders cannot see it.

The agency explains how it uses and keeps your information in the Credit Reference Agency Information Notice (CRAIN) on its website. We carry out these checks in our legitimate interests in offering instalments responsibly and preventing fraud.

Where it is reasonably justified by safety, staff welfare, fraud prevention, repeated material breach, unpaid accounts or a serious dispute, we may place a restriction on an account (Sections 10.20 and 18.3 of our Terms). That can mean future orders, bookings or Smart Service need a manager’s approval, or that we ask for communication through one channel, such as email.

We record the restriction, who placed it and when, and a note of why. Only staff who need to know can see it. We will tell you if we place a restriction on your account, unless doing so would put someone at risk, and you can ask us to review it. We do this in our legitimate interests in protecting our staff and preventing fraud, and to meet our health and safety obligations.

Some of our appliances have Wi-Fi. The Monso app, for remote control, usage tracking and filter alerts, is coming soon. Nothing is collected from an appliance until you connect it to the app.

When you connect an appliance, the app will collect your app account details; the appliance’s serial number, model and settings; how much water it dispenses and how it is used; filter life, alerts and error codes; and connection details such as your device type, app version and IP address. We will use this to provide the app’s features, to tell you when filters are due and to help diagnose faults. We will update this policy before the app launches if anything about it changes.

We share your information only where it is needed to provide our services, to meet the law or to protect people:

• Stripe, for card payments and saved cards;
• Supabase, which stores your account, order, appliance and visit records, including photographs;
• Vercel, which hosts our website and provides aggregated analytics;
• Twilio, which sends your sign-in codes by text message;
• Google reCAPTCHA, which protects our website forms from abuse;
• Ideal Postcodes, which looks up UK addresses when you enter a postcode;
• YouTube (Google), which shows our product videos when you play one;
• a credit reference agency, only if we carry out a soft credit check;
• our engineers and delivery partners, who need your address and appointment details;
• our professional advisers and insurers, where needed for a claim or dispute;
• the police, regulators or courts where the law requires it, or to prevent fraud or protect someone’s safety; and
• an organisation that takes over our contracts (Section 20.1 of our Terms), which must protect your information in the same way.

We never sell your personal data, and we never share it for someone else’s marketing.

Performance of a contract: to take your order and payment, deliver and install your appliance, register its serial number, provide the warranty and Smart Service, and carry out visits.

Legal obligation: to keep the records tax, accounting and consumer law require, to handle statutory cancellations and claims, to deal with product safety recalls, and to meet our health and safety duties to our staff.

Legitimate interests: to support you, keep evidence of the work we do, check filter orders and ownership transfers, carry out soft credit checks, restrict accounts where justified, prevent fraud and abuse of our forms, keep our website secure and improve our products and service. We weigh these interests against your rights, and you can object at any time.

Consent: for marketing and for non-essential cookies. You can withdraw your consent at any time.

Some providers we rely on are based outside the United Kingdom, or store and process data outside it. This includes our payment, hosting, messaging, analytics and abuse-prevention providers.

Where personal data leaves the UK, we rely on UK adequacy regulations where they apply, and otherwise on the UK International Data Transfer Agreement or the UK Addendum to the EU Standard Contractual Clauses, along with additional safeguards where they are needed.

You can ask us for details of the safeguards that apply to a particular transfer by contacting support@monsowater.com.

We use industry-standard security measures to protect your personal information, including encryption for all data in transit, secure payment processing through Stripe, private storage for visit photographs and reports, and access to personal data limited to the staff who need it.

While no method of transmission over the internet is completely secure, we take every reasonable precaution to protect your data.

We keep personal information only for as long as we need it (Section 18.4 of our Terms):

When a period ends, we delete the information or anonymise it so it can no longer identify you. We keep information for longer only where the law requires it or it is needed for a legal claim, and only for as long as that lasts.

Our website uses cookies to remember your preferences, keep items in your shopping bag, analyse site traffic and deliver relevant content. Essential cookies are required for the site to work. Analytics and marketing cookies are only set with your consent.

You can manage your cookie preferences at any time through your browser settings or our cookie consent banner. Our Cookie Policy has the details.

Under UK data protection law, you have the right to access the personal data we hold about you, to have inaccurate data corrected, to have your data deleted, to restrict or object to how we use it, and to data portability. You can object at any time to processing based on our legitimate interests, including ownership-transfer checks, soft credit checks and account restrictions, and we will stop unless we have compelling grounds or need it for a legal claim.

To exercise any of these rights, contact us at support@monsowater.com. We will respond within one month of receiving your request. We may extend that by a further two months for complex requests, and will tell you if we do.

Where we rely on your consent, you can withdraw it at any time. Withdrawing consent does not affect processing we carried out before you withdrew it.

If you are unhappy with how we have handled your personal data, you can complain to the Information Commissioner’s Office at ico.org.uk or on 0303 123 1113. We would ask you to raise it with us first so we have the chance to put it right.

We may update this policy from time to time, and will always do so before we start using your information in a new way. Any changes will be posted on this page with an updated date.

If you have any questions about this policy or how we handle your data, we’re here to help.