Terms & Condition

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Monso Water Terms and Conditions

Last Update: 18/01/2024

Meaning and interpretation of terms used in this Terms and Conditions

"Company," "We," "Us," "Our"

Refers to Monso Water, and where applicable, its representatives, affiliates, or designated agents.


The online platform operated by Monso Water, accessible at https://monsowater.com/.

"User," "You," "Your"

Any individual, entity, or party who accesses or uses the Website, or engages in transactions with Monso Water.


Refers to the water purifiers offered by Monso Water, including but not limited to the models Misty RO, Misty UF, Windy, Ferry, and Harry.


Encompasses all services provided by Monso Water, including installation, maintenance, customer support, and the specific service packages (Smart Service Package and Pay As You Go Plan).

"Smart Service Package"

A comprehensive service plan offered by Monso Water, covering maintenance, filter changes, repairs, and other specified benefits under a subscription model.

"Pay As You Go Plan"

A service option where customers manage maintenance and filter replacements independently, without a monthly subscription.

"Pressure Pump"

An additional component available for the Windy model, necessary when household water pressure is insufficient.


The process of setting up a Monso Water purifier, which must be performed or supervised by authorized professionals.


The process of relocating and setting up the purifier at a new location, to be conducted by Monso Water professionals.


Maintenance Services (Check, Repair, and Replace Service, Free Repair Service, and Free Re-Installation) offered under Smart Service Plan.


Refers to the motorway encircling London, used to define certain service terms and conditions for customers residing inside or outside this area.


Any disagreement, conflict, complaint, or claim arising from or related to the use of the Website, products, services, or any other aspect of the relationship between the User and Monso Water.

"Emergency Queries"

Urgent inquiries or reports related to the immediate functionality, safety, or operational concerns of the products, requiring swift response and resolution.

"General Inquiries"

Standard questions or concerns regarding the use, maintenance, or general information of the products and services, not requiring immediate attention.

"Unauthorized Use"

Any use of Monso Water’s products or services that is contrary to the guidelines, instructions, or terms and conditions provided, including but not limited to unauthorized installations, modifications, or operations.

"Terms and Conditions," "Agreement"

This document, including all its provisions, which governs the use of the Website and the purchase and use of Products and Services.

1. Introduction

  • 1.1 – Welcome to Monso Water: Welcome to Monso Water! Our website, https://monsowater.com/, is operated by Monso Limited, a company dedicated to providing top-quality water purifiers and comprehensive services. We are based in London, United Kingdom, and our services are primarily aimed at households and businesses located in Mainland UK, excluding the Isle of Wight, Scottish Highlands and islands, Northern Ireland.
  • 1.2 – Business Location and Scope: Based in London, United Kingdom, our services are primarily aimed at households and businesses within Mainland UK, excluding the Isle of Wight, Scottish Highlands and islands, Northern Ireland.
  • 1.3 – Purpose of the Website: Our website serves as a platform for selling water purifiers, offering smart service packages, providing information and resources about water purification, and extending customer support. We also specialize in selling filters and maintenance services, particularly for customers who choose our pay as you go plan.
  • 1.4 – Agreement to Terms: By accessing and using our website, you agree to comply with and be bound by the terms and conditions set forth in this document. These terms govern the relationship between Monso Limited and you, the user or viewer of our website.
  • 1.5 – Legal Compliance: These Terms and Conditions are crafted in accordance with relevant laws and regulations and are intended to ensure a transparent and fair user experience.
  • 1.6 – Updates to Terms: Users are advised to periodically review these Terms and Conditions as they are subject to change, and continued use of the website implies acceptance of any updated terms.

2. Modifications to the Terms and Conditions

  • 2.1 – Right to Modify: Monso Limited reserves the right to update or modify these Terms and Conditions at any time, primarily when major changes occur in our services, products, or as required by law. Such changes may include alterations to our service packages, pricing, warranty conditions, or user responsibilities.
  • 2.2 – Effective Date: Changes to these terms will become effective immediately upon their posting on our website at https://monsowater.com/.
  • 2.3 – Notification of Changes: We will make reasonable efforts to inform our users of any significant changes to these terms, such as through email notifications or prominent notices on our website.
  • 2.4 – User Responsibility: It is the responsibility of the users to review these terms periodically for any changes. Your continued use of the website following the posting of revised Terms and Conditions implies that you acknowledge and accept the changes.
  • 2.5 – Acceptance of Changes: By continuing to access or use our services after revisions become effective, you agree to be bound by the revised terms. If you do not agree to the new terms, you are no longer authorized to use the service.

3. Products or Services

  • 3.1 – Overview of Products: At Monso Water, we offer a selection of high-quality water purifiers, each designed to cater to different water purification needs. Our current product lineup includes:
    3.1.1 – Misty RO: An advanced reverse osmosis water purifier, suitable for comprehensive water purification.
    3.1.2 – Misty UF: An ultrafiltration water purifier, designed for efficient and effective water cleansing.
    3.1.3 – Windy: A model known for its efficiency and reliability in water purification.
    3.1.4 – Ferry: Compact and user-friendly, ideal for smaller spaces.
    3.1.5 – Harry: A robust solution for versatile water purification needs.
  • 3.2 – Service Plans: To complement our water purifiers, we offer two distinct service packages, each tailored to different user requirements:

    3.2.1 – Pay As You Go Plan:
    -No monthly subscription fee required.
    -Responsibility for tracking and ordering filter replacements lies with the customer.
    -Standard customer service support provided.
    -Excludes Check, Repair, and Replace Service, and Free Re-Installation.

    3.2.2 – Smart Service Plan:
    -Requires a monthly subscription, with the fee varying depending on the chosen product.
    -Automatic filter replacement tracking and delivery.
    -Priority customer service and support.
    -Includes comprehensive maintenance services such as Check, Repair, and Replace Service, Free Repair Service, and Free Re-Installation for product relocation.
    -Offers a 50% discount on the product price.
    -Binds the customer to a 12-month agreement, non-cancellable before the 12th month, with auto-renewal unless cancelled with a 30-day notice prior to the 12th month. – Specifics for All Products Except Misty RO and Misty UF: – Service Period: Every 6 months (annually for those residing outside M25). – Filter Change: Free of charge (FOC). – Sanitation/Check-Up: FOC. – Repair Cost: FOC. – Engineer Call Out Charge: FOC, with a £80 charge if no malfunction is found or issue arises from an external source. – Re-Installation Fee: First re-installation FOC per contract term, subsequent re-installations at £120 each. – Re-installation: – Professional Oversight: To be handled by designated professionals. – Warranty Considerations: Unauthorized re-installations may void the warranty and comprehensive maintenance services such as Check, Repair, and Replace Service, Free Repair Service. – Customer Responsibilities: Disassembly by the customer with telephonic support. – Maintenance Services (Check, Repair, and Replace Service, Free Repair Service, and Free Re-Installation): – Duration: Active throughout the smart service plan term. – Coverage: Addresses malfunctions from standard usage at no extra cost. – Exclusions: Does not cover misuse, intentional damages, or external interventions.
  • 3.3 – Warranties and Guarantees: All products and services offered by Monso Water come with the following assurances:
    3.3.1 – Delivery and Installation: Free delivery and expert installation services are provided for each product.
    3.3.2 – Initial Setup: We ensure the first set of filters is prepared and cleaned as part of our installation process.
    3.3.3 – Satisfaction Guarantee: A 30-day satisfaction guarantee allows customers to return the product for a full refund, provided it is in excellent condition and functions correctly.
    3.3.4 – Installation: – Professional Requirement: Must be performed by certified professionals. – Installation Exclusions: Our standard installation service does not cover the following tasks:
    -Woodwork: Any carpentry or modifications to existing structures.
    -Electrical Arrangements: Changes to, or connections with, the existing electrical grid.
    -Plumbing Adjustments: Alterations to the existing water supply routes or plumbing systems. – Please note that these services are outside the purview of our installation professionals and may require separate arrangements with other service providers. – Warranty Impact: Unauthorized installations may void the warranty.
  • 3.4 – Usage Limitations and Requirements:
    3.4.1 – Installation Requirements: Customers must have an electrical source within 1.5 meters of the installation site and the installation site must not be more than 15 meters away from the water supply.
    3.4.2 – Product Suitability: Our products are designed for use in specified environments as detailed in product descriptions and manuals.
    3.4.3 – Windy Model Specific Requirements: – Pressure Pump Requirements for Windy Model: – The Windy model does not include an internal pressure pump. It requires sufficient household water pressure for optimal operation. – If the household water pressure is below the required level, customers may need to purchase an additional pressure pump for the Windy model to function correctly. – A supplementary pressure pump is available for purchase at £120. – Pump Provisions: – Availability and Warranty: The pressure pump comes with a 1-year warranty and is priced at £120. – Replacement Policy: Post-warranty, if issues with the pump persist, the customer is advised to purchase a replacement pump. Continuous unresolved issues beyond the warranty period may necessitate the acquisition of a new pump.
  • 3.5 – Additional Provisions:
    3.5.1 – Dispute Resolutions – Chargeback Protocols: Discouraged without prior communication. – Administrative Charges: £35 fee for unsubstantiated disputes. – Documentary Evidence: Acceptance of these terms as binding evidence.

    3.5.2 – Late Payments – Administration Fee: £70 for payments delayed past 15 days from due date.

    3.5.3 – Filter Replacement Cycle (Except Misty UF and Misty RO) – Neo-sense: Bi-annually (annually for those outside M25). – Inno-sense: Annually. – RO: Every 2 years.

    3.5.4 – Outside M25 Provisions (For Customers Outside M25) – Service Coverage: Scheduled service and filter changes are complimentary. – Fuel Charge: £0.60 per mile for unplanned visits or those outside the service schedule.

4. Purchases

  • 4.1 – Payment Methods: Monso Water accepts various forms of payment through Stripe, including Visa, Mastercard, American Express, Discover, Diners Club, and China UnionPay. These options are available for customers worldwide.
  • 4.2 – Order Processing:
    4.2.1 – Upon placing an order, customers will receive a payment confirmation via Stripe.
    4.2.2 – Order confirmation signifies the beginning of the processing stage.
  • 4.3 – Shipping, Delivery, and Installation:
    4.3.1 – Our team will contact you within 3 to 5 business days of order confirmation to schedule the installation.
    4.3.2 – During the scheduling call, a suitable date and timeframe for installation will be agreed upon.
    4.3.3 – Delivery and installation of the product will be conducted as per the scheduled arrangement and are provided free of charge.
  • 4.4 – Cancellation and Changes:
    4.4.1 – Orders can be cancelled without charge up to 48 hours before the scheduled installation.
    4.4.2 – Customers also have a 30-day satisfaction guarantee period, as detailed in section 3.3.3, during which they can return the product for a full refund, subject to conditions.
  • 4.5 – Return and Refund Policy:
    4.5.1 – For cancellations before installation, refunds will be processed within 3 business days. The actual receipt of the refund is subject to the processing time of the customer's bank.
    4.5.2 – For returns under the satisfaction guarantee, a 7-business-day inspection period applies to ensure the product is in excellent condition and functions correctly. Upon approval, refunds are processed within 3 business days, with the actual receipt time depending on the customer's bank.
    4.5.3 – In cases where the product does not meet return conditions, a return may be rejected, or repair fees may be applied.
  • 4.6 – Pricing and Taxes:
    4.6.1 – All prices listed on our website are inclusive of taxes.

5. User Accounts

  • 5.1 – Account Creation:
    5.1.1 – Users can create an account by attempting to check out any product through our Stripe checkout page. A successful checkout will automatically create a user account in Stripe.
    5.1.2 – Account creation is limited to individuals who are 18 years or older and located in Mainland UK.
  • 5.2 – Account Security:
    5.2.1 – No password is required for logging into the Stripe customer portal. Instead, a login link will be sent to the user's registered email address. Clicking this link grants access to the account.
    5.2.2 – Users are responsible for the security of their email account linked to their Stripe account.
  • 5.3 – Account Use:
    5.3.1 – The account must be accessed and used solely by the registered user. Sharing account access with others is prohibited.
  • 5.4 – Account Suspension/Termination:
    5.4.1 – Monso Water reserves the right to terminate services and user accounts if accessed by someone other than the account holder, with or without the account holder's permission.
    5.4.2 – Termination may also occur in cases of breach of any terms and conditions, fraudulent dispute claims regarding payments, or refusal to pay necessary fees. Such actions may result in the user being blacklisted as a customer.
  • 5.5 – Data Handling:
    5.5.1 – All customer information is securely stored in Stripe’s account and server systems. Account access is exclusively available through the user's registered email.
    5.5.2 – Monso Water commits to maintaining the confidentiality and security of user data in accordance with our privacy policy.
  • 5.6 – User Communication:
    5.6.1 – Communication with users will be conducted through the registered email or phone number.
    5.6.2 – It is the user's responsibility to regularly check and respond to communications received from Monso Water.

6. User Comments, Feedback, and Other Submissions

  • 6.1 – Submission Channels:
    6.1.1 – Users can submit their comments, feedback, or other content through our live chat, business WhatsApp chat, and social media pages. Links to these platforms are available in the footer of our website.
  • 6.2 – Use of Submissions:
    6.2.1 – By submitting feedback or comments, users automatically grant Monso Water the right to use these submissions for marketing purposes or service improvement. This may include, but is not limited to, the use of such content in promotional materials, testimonials, or other business activities.
  • 6.3 – Ownership and Rights:
    6.3.1 – Upon submission, users grant Monso Water a non-exclusive license to use, reproduce, modify, and display the content in connection with the business.
  • 6.4 – Moderation Policy:
    6.4.1 – Monso Water reserves the right to moderate user submissions. This includes removing content that is offensive, falsely represents feedback, or comes from non-customers.
    6.4.2 – We are committed to maintaining a respectful and truthful environment and may take necessary actions to ensure the integrity of the feedback received.
  • 6.5 – Anonymity and Privacy:
    6.5.1 – Anonymous submissions are not permitted and will not be considered.
    6.5.2 – We respect the privacy of our users. Personal information provided in submissions will be handled in accordance with our privacy policy, ensuring confidentiality and appropriate use.

7. Privacy Policy

  • 7.1 – Access to Privacy Policy:
    7.1.1 – Our comprehensive Privacy Policy can be accessed at Monso Water Privacy Policy. This policy details how we collect, use, and protect the personal information of our users.
  • 7.2 – Directing to Policy Page:
    7.2.1 – For detailed information regarding data handling, user rights, and our privacy practices, users are encouraged to read our Privacy Policy in its entirety.
  • 7.3 – Changes and Updates:
    7.3.1 – Any changes or updates to our Privacy Policy will be communicated to users through their registered email address. It is important for users to review the Privacy Policy periodically to stay informed about our data protection practices.

8. Governing Law

  • 8.1 – Jurisdiction:
    8.1.1 – These Terms and Conditions are governed by and construed in accordance with the laws of the United Kingdom, specifically the laws applicable in England, where Monso Water is headquartered.
  • 8.2 – Dispute Resolution:
    8.2.1 – In the event of any dispute arising in relation to the use of the website, products, or services, users are encouraged to contact Monso Water's customer service team initially to seek a direct resolution.
    8.2.2 – If a dispute cannot be resolved through our customer service channels, users agree to submit to the non-exclusive jurisdiction of the courts located in London, United Kingdom, for the resolution of any disputes.
  • 8.3 – Legal Compliance:
    8.3.1 – Users of the website agree to comply with all local laws and regulations applicable to them in relation to the use of our services and products.

9. Contact Information

  • 9.1 – Primary Contact Methods:
    9.1.1 – For immediate assistance, customers are encouraged to use our Live Chat or WhatsApp Business services, which are available 24/7.
    9.1.2 – Email support is also available, although it is our least preferred method of communication due to response times.
  • 9.2 – Business Hours:
    9.2.1 – Our Live Chat and WhatsApp Business services are operational 24 hours a day, 7 days a week, ensuring round-the-clock support for our customers.
  • 9.3 – Response Times:
    9.3.1 – Emergency queries, such as issues related to water leaking, will be addressed within 2 hours of being reported.
    9.3.2 – General inquiries are typically responded to within 2-3 business days.

10. Customer Responsibilities and Liability

  • 10.1 – General Responsibilities: Users are responsible for the proper operation and maintenance of their water purifier models as per the instructions provided by Monso Water. Failure to adhere to these guidelines may lead to damages or malfunctions for which Monso Water cannot be held responsible.
  • 10.2 – Responsibility for Water Valve Shut Down: If you anticipate being away from the device or your home for more than 24 hours, it is your responsibility to shut down the water valve of the device. This is a necessary precaution to prevent unintended leakage or water damage. Monso Water is not liable for any damage resulting from failure to take this precaution.
  • 10.3 – Proper Installation and Use: The installation must be carried out or supervised by a professional authorized by Monso Water. Any damage resulting from improper installation by an unauthorized person or misuse of the product is the responsibility of the customer.
  • 10.4 – Regular Maintenance: Customers are expected to adhere to the recommended maintenance schedule for their water purifiers. Neglecting regular maintenance can result in issues that are not covered under the warranty or service agreements.
  • 10.5 – Reporting Malfunctions Promptly: In case of any malfunction or unusual performance, customers should promptly report the issue to Monso Water. Delayed reporting, which may lead to aggravated damage, will not be covered under the warranty.
  • 10.6 – Preventive Measures Against Damage: Customers should take necessary preventive measures to protect the device and the area around it from water damage or other related hazards. Monso Water is not responsible for damages incurred due to negligence in taking such preventive measures.
  • 10.7 – Electrical Safety and Damage:
    10.7.1 – Customers are responsible for ensuring that their electrical setup is compatible with the water purifier and adheres to safety standards. Monso Water is not liable for any damage to the home's electrical system caused by the device, especially in cases of power surges, improper electrical connections, or failure to adhere to safety guidelines.
    10.7.2 – In the event of electricity failure, customers should take appropriate measures to safeguard the device and their electrical system. Monso Water is not responsible for any damage arising from electrical failures or related issues.

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