Your privacy matters to us.

We collect information you provide directly when you place an order, create an account, subscribe to our newsletter, or contact our support team. This includes your name, email address, phone number, delivery address, and payment details.

If you book an installation, re-installation, or service visit — for example when you move home while subscribed to Smart Service — we collect the address of the property concerned, your appointment preferences, and any access details you give us so the visit can go ahead.

We also collect information automatically when you visit our website, including your IP address, browser type, device information, pages visited, and how you interact with our site. We use cookies and similar technologies for this purpose.

We use your personal data to process and fulfil your orders, provide customer support, send order updates and delivery notifications, and manage your Smart Service subscription if applicable.

Where you book installation and service appointments with us, we use your address and contact details to schedule the visit, to give the attending engineer the information needed to carry out the work, and to quote for any additional chargeable work you request.

With your consent, we may send you marketing communications about new products, offers, and water quality tips. You can opt out at any time by clicking the unsubscribe link in any email or contacting us directly.

We also use anonymised data to improve our website, understand how customers use our products, and develop new features.

We share your information only where it is necessary to provide our services. Our providers include Stripe (payment processing), Supabase (account, order and subscription data), Vercel (website hosting and aggregated analytics), Google reCAPTCHA (abuse prevention on forms), Ideal Postcodes (UK address lookup), our delivery partners, and the installation and service engineers who attend your address.

We never sell your personal data to third parties. We never share your information for marketing purposes without your explicit consent.

Performance of a contract: to take payment, deliver your order, manage your Smart Service subscription, and carry out installation, re-installation, and service appointments.

Legal obligation: to keep the records required for tax, accounting, and consumer law, and to handle statutory cancellation and warranty claims.

Legitimate interests: to provide customer support, prevent fraud and abuse of our forms, keep our website secure and working, and improve our products and service. We weigh these against your rights, and you can object at any time.

Consent: for marketing communications, and for any non-essential cookies or similar technologies. 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, 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 SSL encryption for all data transmission, secure payment processing through PCI-compliant providers, and restricted access to personal data within our team.

While no method of transmission over the internet is 100% secure, we take every reasonable precaution to protect your data.

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 function. 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.

Under UK data protection law (UK GDPR), you have the right to access the personal data we hold about you, request correction of inaccurate data, request deletion of your data, object to processing of your data, request restriction of processing, and data portability.

To exercise any of these rights, contact us at support@monsowater.com. We will respond within one month of receiving your request, as required by UK GDPR. 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 retain your personal data only for as long as necessary to fulfil the purposes outlined in this policy. Order data is retained for 6 years for tax and legal compliance. Marketing preferences are retained until you withdraw consent. Website analytics data is anonymised after 26 months.

We may update this privacy policy from time to time. Any changes will be posted on this page with an updated effective date. We encourage you to review this policy periodically.

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