Your Pluvia. Always at its best.

Only if you choose to continue. Your first 12 months of Smart Service are included free with your Pluvia, starting on the day we install it, and they end on their own. At least 30 days before they end, we remind you what a paid term costs and how to continue. If you agree, your paid term starts when the free year ends and is paid monthly. If you chose to continue when you ordered, we remind you at least 30 days before the first payment, and you can cancel free of charge before it’s taken.

A paid term lasts 12 months: £300 for Pluvia, paid in monthly instalments of £25. You’re covered for the whole term. It renews for another 12 months only if you’ve agreed to automatic renewal, and before each renewal we remind you of the date, the price and how to stop it. You can tell us at any time that you don’t want the next term.

Yes, and there are no cancellation fees. In the first 30 days of a paid term you can end it straight away: you get a full refund if we haven’t supplied any scheduled filters in that term, and if we have, you pay only their pay-as-you-go price, never more than the price of the term. You can also end a term early at any time with 30 days’ notice. You then pay the greater of your instalments up to the end date and the pay-as-you-go price of the scheduled filters supplied in that term, again never more than the price of the term. An email to support@monsowater.com is enough. You also have a 14-day cooling-off period by law when you take out a paid term online, by phone or away from our premises.

Your cover runs to the end of your free year or current paid term. Smart Service then ends, along with its scheduled filters, covered repairs, priority support, free re-installation and replacement unit. You can still buy filters pay-as-you-go for your registered Pluvia (CAC £50, ROC £100) and fit them yourself at no extra cost, or have our engineer fit them for our £80 call-out charge. If something needs repairing, we price it before we start and our £80 call-out charge applies, unless the law gives you a free repair.

Yes. Within 30 days of your free year or paid term ending, you can continue without our £80 inspection fee by agreeing to a paid term and making the first monthly payment, as long as your Pluvia was in good working order, no fault, leak or damage arose and nobody else worked on it in the meantime, and there’s no issue with your account. After 30 days, re-enrolling means an £80 inspection and fresh CAC and ROC filters at pay-as-you-go prices (£50 + £100 on Pluvia), then your monthly payments as usual. If we ended your Smart Service or chose not to renew it, without any fault on your part, and we agree to you enrolling again, there’s no £80 fee and no pay-as-you-go charge for the filters: we fit them as the start of your new term. Cover isn’t backdated to the gap. Bought a Pluvia second-hand? Section 10.28 of our Terms explains your options.

We fit them for you on a set schedule. On Pluvia, the CAC filter is replaced about every 6 months, and the CAC and ROC together about every 12 months, at the start of each Smart Service year. In your free first year, the filters fitted at installation and the 6-month CAC change are included. The combined change at about 12 months starts your next year, so it’s included when you continue onto a paid term. Smart Service isn’t unlimited filters: an early change that isn’t technically needed may be chargeable, and a missed appointment doesn’t add an extra one. Older three-filter appliances follow their own schedule.

Your first 12 months come with our 12-month warranty, provided through your free year of Smart Service. After that, repairs are covered only while you have an active paid term, which works as an extended warranty. UK water is hard on purifiers. Smart Service covers the wear that comes with it — limescale build-up and seal erosion from daily use. It also covers electronic faults in both the cold and hot water modules that develop over time. If something fails from normal use, we repair or replace it at no extra charge for parts, labour or call-out. It doesn’t cover faults caused by accidental damage such as drops or impacts, misuse, not following the instructions, modification or repair by someone else, non-genuine or incompatible filters or parts, or problems with external plumbing or the water or electrical supply. If a fault isn’t covered, we price the repair before we start, with no call-out or diagnostic fee while your Smart Service is active.

You disconnect the Pluvia at your old address yourself, following the guidance on this page, and bring it with you. We then book an appointment at your new address to connect and pressure-test it. A standard installation at an eligible address in our service area is free while your Smart Service is active; non-standard plumbing, electrical or building work isn’t included. A paid term stays with your Pluvia when you move, and if we can’t provide Smart Service at your new address, we refund anything you’ve paid for the period after you move.

Please leave the under-sink plumbing connection exactly as it is. It stays capped and ready for the next water purifier to be installed at that property — nothing to make good, and nothing for you to pay.

Yes, but it’s a separate job. Stripping the pipework out of the under-sink cupboard and capping or covering the hole in your counter isn’t part of free re-installation, so that appointment carries our £80 engineer call-out charge (including VAT). Contact our support team to book.