Clear terms. No surprises.

Monso Water is a trading name of MONSO LIMITED, a company registered in England and Wales (company number 11301848, VAT number GB438012518). Our registered office is Unit 1, Palm Tree Court, 4 Factory Lane, London, N17 9FL. Email: support@monsowater.com. Telephone: 020 8886 6660. In these Terms, “Monso Water”, “Monso”, “we”, “us” and “our” mean MONSO LIMITED.

These Terms apply to consumers: individuals who buy products or services wholly or mainly for personal or household use, outside their trade, business, craft or profession. If you are buying for business purposes, including for a property you let out to tenants or for use in or resale through a shop, these Terms do not apply and you should contact us for our business terms. You must be at least 18 years old to contract with us.

Your contract is made up of your order, our written order confirmation, these Terms, the product instructions and manuals, and any warranty or Smart Service information we gave you before you ordered. If a term is specifically agreed in writing for your order and conflicts with these Terms or a general website statement, the specific term applies to that order.

Nothing in these Terms removes or reduces rights you have under consumer law. Information we gave you before you ordered, and that you took into account when deciding to order (such as a product description, the main features of a service, or the price), is treated as part of your contract unless we agreed a change with you before you ordered. If a term could reasonably be read in more than one way, the reading most favourable to you applies.

In these Terms, “appliance” means a Monso Water or Pluvia water purification appliance. An “eligible appliance” is a genuine appliance that we sold to you and installed (or that has been transferred to you under Section 14.6), that is registered to you in our records and that is in our service area. Our “service area” is the area where we install and service appliances, as shown on our website. The “installation date” is the date we complete the installation. We register the appliance’s serial number to the buyer when we install it.

When you submit an order, you are offering to buy the products or services in it. An automated acknowledgement does not mean we have accepted your order. A contract is formed when we confirm acceptance. If you order online or by phone, we will ask you to confirm that placing the order means you must pay.

Before a contract is formed we may decline an order. Reasons may include product availability, a location outside our service area, previous unpaid accounts, suspected fraud, safety concerns, previous abuse of our staff or misuse of our products or services, or lack of operational capacity. We will tell you if we decline your order. We will never decline an order in a way that is unlawful discrimination.

We will not cancel an accepted order without good reason. We may cancel it where, for example:

• we cannot obtain or supply the product or service;
• there was a material pricing or product-information error (we will tell you, and you may choose to go ahead at the correct price);
• installation cannot safely or reasonably be carried out;
• the property is unsuitable for the product;
• we reasonably suspect fraud or unlawful activity;
• you materially breach the contract;
• supplying the product or service would expose our staff or contractors to an unacceptable health or safety risk; or
• circumstances outside our reasonable control make performance impossible or materially impracticable (see Section 16).

If we cancel before supplying the relevant product or service, we will refund what you have paid for it under Section 4.4.

Products, replacement parts, filters and accessories may change or be discontinued over time, and we cannot promise that every item will stay available indefinitely. Where we can, we will offer a compatible alternative. Section 14.10 explains how we handle filters for existing appliances.

When we accept your order we will send you, by email or post, a copy of these Terms and the details of your order in a form you can save or print.

We take reasonable care to make sure product descriptions, specifications, photographs and prices are accurate. Screen colours and illustrations may differ slightly from the physical product, but we will supply goods that match the description, any sample or model you saw, and the information in your order.

The performance of a water purification appliance depends on incoming water quality and pressure, inlet water temperature, room temperature, filter condition, usage, electrical supply, ventilation, installation conditions and maintenance. Quoted temperatures, flow rates, filtration performance, TDS readings, filter life and similar figures apply under the operating conditions and tolerances stated for the product. This clause does not allow us to supply goods that are not of satisfactory quality, not fit for their purpose or not as described.

Unless we agree otherwise in writing, our appliances are for connection to a suitable potable mains water supply. They must not be connected to an untreated private source, borehole or other unsuitable supply without our prior written confirmation.

Our products are water purification appliances. Information about filtration, TDS or water quality is not medical advice or official health guidance, and you should not rely on it as a substitute for either.

Prices are in pounds sterling and include VAT where applicable. Before you order we will show you the total price, including every compulsory charge such as delivery, installation or call-out. The price that applies is the price confirmed when we accept your order.

Payment arrangements are shown at checkout, on the order form or in your order confirmation. For any Smart Service instalments we will show the amount and payment dates before you agree. If you pay through a third-party payment provider, that provider’s own terms may also apply.

If a payment fails, we may contact you and try to collect it again. Section 4.7 explains what happens to new orders and service requests while an amount is overdue. If an instalment for an ongoing service such as Smart Service stays unpaid for more than 60 days after its due date, we may delay filter replacements and suspend covered repairs, and persistent non-payment may lead to us ending the service. Section 10.18 explains this. We will only charge a fee for a failed payment if it reflects the actual reasonable cost to us and we showed it to you before you agreed to the contract.

Unless these Terms say otherwise, we will make any refund due to you without undue delay and within 14 days of the day your right to it arises. We refund using the payment method you used, unless you agree otherwise, and we do not charge a fee for refunding.

Where we agree that you pay for the appliance in instalments, you pay the price in no more than 12 monthly instalments, the last falling due within 12 months of the date of your agreement. We charge no interest and no extra fee for paying this way: the instalments add up to the total price shown when you order. Before agreeing to instalments we may carry out a soft credit check with a credit reference agency. A soft check does not affect your credit score, and we do not do one for every customer. We will tell you if we are going to do one, and our Privacy Policy explains how we use the information. Your order confirmation shows the total price and the amount and date of each instalment. Ownership of the appliance passes to you on delivery, as Section 5.3 says, but you must still pay every instalment when it falls due. You do not have to pay instalments that fall due after you cancel under Section 12, return the appliance under Section 13, or reject it or otherwise end the contract using a legal right, and we will refund what you have paid as those Sections and the law provide. If an instalment is missed, Section 4.3 applies, and we may recover overdue amounts as the law allows.

We take instalments and other recurring payments automatically from the card you save when you order, using our payment provider, Stripe. Saving your card authorises us to take each payment for the amount and on the date shown in your order confirmation or Smart Service confirmation, until the agreement ends or what you owe under it has been paid. We will tell you before we take a payment that differs from what you agreed. You can ask us to change the saved card at any time. You can also cancel the card authority with your card provider, but that does not cancel the contract or what you owe under it, so please tell us if you do so that we can agree another way to pay.

If an amount that is properly due to us is overdue, we will write to you to say what is overdue and how to pay it. Until the amount has been unpaid for more than 60 days after its due date, we carry on as normal: you can still place new orders (including a Smart Service enrolment or re-enrolment, a new appliance and pay-as-you-go filters), and we still carry out scheduled filter replacements, repairs and other visits and services. If the amount is still unpaid more than 60 days after its due date and we have written to you about it, we will not accept any new purchase from you, including a Smart Service enrolment or re-enrolment, a new appliance, pay-as-you-go filters and any other product or service, and we will not carry out or arrange repairs, scheduled filter replacements or other visits or services, until it has been paid. This includes repairs and filter replacements that you would otherwise be entitled to under your warranty or Smart Service. You can pay the overdue amount at the same time as you place an order or make a request. An overdue amount does not stop a paid Smart Service term from starting or renewing automatically where you agreed to that in advance (Sections 10.9 and 10.10). Where the amount overdue is a missed Smart Service instalment, Section 10.18 sets out how it affects filter replacements and covered repairs. An amount is overdue when its due date has passed, so instalments that have not yet fallen due do not count. We do not apply this section to an amount you are genuinely disputing, such as one covered by a complaint or refund claim you have raised in good faith, while we look into it. This section also does not stop us collecting an appliance that you are returning or cancelling under Section 12 or 13. This section does not affect your legal rights, including your right to a repair or replacement if goods are faulty, or anything we must do by law, such as a safety recall. We will always give you safety guidance promptly if you tell us about a leak or another safety concern. For a leak, this means telling you how to close the isolation valve, switch off the power and shut down the appliance, which stops the leak. If the 60 days above have passed, we will then arrange the repair visit once the overdue amount has been paid, unless the law requires us to attend sooner. If you are having difficulty paying, tell us and we will consider a payment arrangement. If we refuse an order or request under this section, we will tell you why.

We install every appliance we sell, and the appliance is normally delivered as part of the installation appointment. Filters, accessories and other products may be delivered separately by a delivery provider. Delivery and installation depend on your location and our current service area, which we will confirm before you order.

We will deliver and install on the date we agree with you or, if no date is agreed, without undue delay and within 30 days after we accept your order. Any date we give is an estimate unless we agree in writing that a particular date is essential. If we need to change an appointment, we will contact you as soon as reasonably practicable. If we miss a date that was essential, you may end the contract straight away. In other cases, if we are late you may give us a reasonable new deadline and, if we miss that too, end the contract. If you end the contract this way, we will refund what you have paid for goods or services you have not received, under Section 4.4.

Risk of accidental loss or damage to the goods passes to you when the goods come into your physical possession or that of someone you nominate. Ownership of the appliance also passes to you at that point, even if you are paying for it in instalments (see Section 4.5).

You must give us reasonable and safe access to the proposed installation area. The location must have, as applicable:

• a suitable mains water supply;
• suitable accessible pipework;
• an appropriate waste or drain connection;
• a suitable electrical supply;
• adequate ventilation and space;
• a stable surface for the appliance; and
• safe working access for our technician.

Our technician may inspect visible plumbing before installation, but a standard appliance installation is not a structural, drainage or comprehensive plumbing survey. You must tell us about any known plumbing defects, previous leaks, alterations, unusual pipework, drainage problems or other circumstances that may affect installation. We are not responsible for a defect in pre-existing or third-party plumbing merely because our appliance is installed nearby or connected to your household water system. This does not exclude our responsibility where damage is caused by work we performed without reasonable care and skill.

Our technician may refuse, stop or postpone work if they reasonably consider the installation unsafe, unsuitable, inaccessible or outside the agreed scope. If additional plumbing, electrical, building or remedial work is needed, we will explain it to you, and we will not carry out chargeable additional work without your agreement to the charge. If we cannot complete installation for these reasons and the contract ends, we will refund what you paid for work we have not done.

You are responsible for getting any permission needed from a landlord, freeholder, owner or other relevant person before installation. If drilling, cutting or another permanent alteration is needed, we will get your permission before carrying out that alteration.

We will carry out installation with reasonable care and skill and in line with applicable law, including the water fittings rules that apply where you live (in England and Wales, the Water Supply (Water Fittings) Regulations 1999).

When we install a new appliance, we will take away your old water purifier, whatever its make, free of charge. It helps us plan if you tell us when you order or before your installation appointment. If it is still connected, our technician will disconnect it as part of the visit, unless that needs non-standard plumbing or electrical work, in which case Section 5.6 applies. We dispose of it as electrical waste in line with the Waste Electrical and Electronic Equipment Regulations 2013. Unless you are buying an upgrade (see Section 13A), you can also take it to your local council recycling centre. Electrical equipment marked with a crossed-out wheelie bin must not go in your household bin. It is collected separately for reuse and recycling because it can contain substances that harm the environment and health if it is not handled properly.

Please use and maintain the appliance in line with its operating instructions, including the child-safety warnings in the manual, and the reasonable safety directions we give you.

You should know where the water isolation valve serving the appliance is and keep it reasonably accessible. If you do not know how to isolate the appliance safely, contact us and we will guide you.

A water purifier is connected to a pressurised water supply and a drain, so we ask you to take reasonable care to look out for signs of a leak or abnormal operation. It helps to check from time to time:

• the area around and beneath the appliance;
• accessible water and drainage connections;
• the cupboard or space the associated pipework passes through; and
• any dripping, pooling water, dampness, unusual noise or other unexpected moisture.

This is practical advice to help you catch problems early. It is not a condition of your warranty, Smart Service or your legal rights, and it does not make you responsible for hidden defects that you could not reasonably have discovered.

Please do not block ventilation openings, place the appliance in an unsuitable environment, interfere with safety devices, or use it contrary to the manual or our reasonable instructions.

Water-connected appliances and plumbing can develop leaks through faults, wear, accidental damage, external plumbing problems, movement, alterations or other causes. You and we each have a responsibility to take reasonable steps to prevent avoidable loss.

If you see or reasonably suspect water escaping from the appliance or its pipework, please take reasonable steps to prevent further damage. Where it is safe to do so:

1. stop using the appliance;
2. close the water isolation valve supplying it;
3. switch the appliance off and disconnect its electrical power;
4. take reasonable steps to stop water spreading; and
5. email us at support@monsowater.com with the details.

Never touch electrical equipment, plugs or sockets while standing in water or where it would be unsafe. If a leak cannot be controlled, take emergency action, such as isolating your household water supply or calling an emergency plumber, rather than waiting for a routine appointment with us. Once you have taken these steps, the appliance is isolated and the situation is no longer an immediate emergency. We will treat leak reports as a priority and reply as soon as we can, but we cannot promise a particular response time. If an amount has been overdue for more than 60 days, Section 4.7 explains that we will give you the guidance to stop the leak and arrange the repair visit once it has been paid.

Please do not keep operating an appliance after you know of a significant leak, or have reasonable grounds to think that continued use may cause further water damage.

If your property will be unoccupied for more than 72 consecutive hours, we recommend you isolate and shut down the appliance before you leave, unless we have told you otherwise for your installation. Where it is safe and practical:

• close the appliance’s main water valve;
• switch the appliance off;
• disconnect it from the electricity supply; and
• follow any shutdown instructions provided for the product.

If you cannot isolate the purifier’s supply reliably, ask us for advice before leaving. When you return, reopen the water supply carefully, check the appliance and visible connections for leaks, and follow any flushing or recommissioning instructions. This is a recommendation to reduce the risk of avoidable damage. It is not a condition of your warranty, Smart Service or your legal rights.

We remain responsible for a leak or other fault where the law makes us responsible. However, if you know, or reasonably should know, that water is escaping and you do not take reasonable steps to stop it, we will not be responsible for additional loss that those steps would reasonably have avoided. The same applies where we gave you clear written guidance (in the manual or at installation) recommending that you isolate the appliance when away, and the damage was materially increased because the appliance stayed connected and running. This clause only reduces our responsibility for the extra loss that could have been avoided. It does not affect our responsibility for the leak or fault itself, or for loss that could not reasonably have been avoided.

When you report a leak we may reasonably ask for photographs, videos, access to the affected area, service records or other information to help find the source and arrange the right response. Where it is safe and practical, please keep evidence of the condition before permanent repairs are made. Giving us this information does not affect your legal rights.

We are not responsible for the condition, workmanship or performance of plumbing, drainage, electrical work, building work or alterations carried out by someone else.

Please tell us if another plumber, engineer or person alters the appliance, its inlet or outlet connections, drainage arrangements, associated valves, electrical connection or pipework relevant to the appliance.

A third-party repair or alteration does not automatically remove every right you have. However, your commercial warranty and Smart Service do not cover a fault, leak or damage to the extent it was caused by an unauthorised modification, third-party workmanship, incorrect reconnection or other work outside our control. If third-party alterations make diagnosis uncertain, we may ask to inspect the appliance before providing further Smart Service cover.

Pipework we did not supply or install remains the responsibility of the property owner or the person responsible for that plumbing. The fact that such pipework carries water to or from our appliance does not make it part of our installation.

The law gives you rights when you buy from us, whatever else these Terms say. In summary (a plain-English guide, not a full statement of the law):

• Goods must be of satisfactory quality, fit for their purpose and as described. Where we install goods, they must be installed correctly.
• If goods are faulty you can reject them for a full refund within 30 days. The 30 days start once the goods have been delivered and, where we install them, once we have told you the installation is complete. After that you can ask for a repair or replacement and, if that does not work, a price reduction or a final right to reject (a deduction for use may apply).
• If goods go wrong within 6 months they are presumed to have been faulty from the start unless we show otherwise.
• Services must be performed with reasonable care and skill. If they are not, you can ask us to repeat or put right the service, or to reduce the price.

These rights come from the Consumer Rights Act 2015 and may differ slightly if you live in Scotland. Citizens Advice (or Advice Direct Scotland, if you live in Scotland) can tell you more.

Every new appliance we sell comes with a 12-month Monso commercial warranty, starting on the installation date. MONSO LIMITED gives the warranty, it is legally binding on us on the terms of this Section, and it is in addition to your legal rights. The warranty is provided through the first 12 months of Smart Service that come with every new appliance (see Section 10.2) or, for an appliance bought as an upgrade, through the paid Smart Service term in Section 13A.7, so repairs under it are carried out as covered repairs under Section 10.26. Except for an upgrade, it does not depend on you taking a paid Smart Service term; for an upgrade, it depends on that term. We can pause it while an amount is overdue, as Section 4.7 explains.

The warranty covers any fault in the appliance that needs repair, other than a fault caused by the matters listed in Section 9.4. This is the same cover as Smart Service repairs in Section 10.26.

The warranty does not cover faults or damage caused by:

• accidental physical damage;
• dropping or impact;
• misuse or neglect;
• failure to follow operating, maintenance or safety instructions;
• an unsuitable water or electrical supply;
• unauthorised modification;
• third-party installation or repair;
• external plumbing or drainage defects;
• flooding or water ingress from outside the appliance;
• deliberate damage;
• use outside the appliance’s intended purpose; or
• the use of filters, parts or accessories that are not genuine or not compatible with the appliance.

An exclusion applies only to the extent it is relevant to the fault being claimed. These exclusions apply to the commercial warranty and to Smart Service repair cover only. They do not limit your legal rights.

Depending on the circumstances, we may repair the appliance, replace the faulty component or provide a replacement appliance. A warranty repair or replacement does not extend or restart the 12-month warranty period, and a replacement appliance has only the rest of that period. After the 12 months, repairs are covered only while you have an active paid Smart Service term (Section 10.26). A warranty repair or replacement does not reduce your legal rights.

Contact us as soon as you notice a fault. Please give your name, address and the appliance serial number. We may ask for photographs or a short description of the problem, or to inspect the appliance.

If a fault is not covered by your warranty or Smart Service, we will tell you why. If you would like us to repair it, we will give you the price before we start, and we will not charge for work you have not agreed to. If you have an active Smart Service, we do not charge a call-out or diagnostic fee, and you pay only for repairing the uncovered fault, for example damage from an impact or misuse. If you do not have an active Smart Service, our engineer call-out charge is £80 (including VAT where applicable), and we will show you that and any diagnostic fee before you book. We do not charge a call-out or diagnostic fee, or for the repair, where the law gives you the right to a free repair or replacement (for example, goods that were faulty when supplied). This does not affect your legal rights.

Smart Service is our ongoing maintenance and support service for eligible appliances (see Section 1.5). The benefits are those shown on our website and confirmed when your Smart Service term begins. They may include scheduled filters, covered repairs and maintenance (Section 10.26, which in a paid term works as an extended warranty), priority support (Section 10.27), qualifying re-installation and temporary replacement equipment.

Every new appliance we sell to you includes the first 12 months of Smart Service for that appliance at no additional subscription charge, except an appliance bought as an upgrade, which has a paid first term instead (see Section 13A.7). They start on the installation date. The included period ends on its own after 12 months, and nothing is charged or renewed unless you agree to continue under Section 10.9. At least 30 days before the included period ends, we will remind you in writing (by email or another durable medium) that it is ending, what a paid term costs and how to continue.

The included period gives you the Smart Service benefits that apply to the appliance in its first service cycle. It does not mean that every filter falling due around the 12-month point is free: filter entitlement depends on the service cycle the replacement belongs to, as Section 10.3 explains.

Each annual Smart Service cycle normally starts with the filters needed for that cycle. For appliances using the CAC+ and ROC filter system, the normal schedule is:

So, where the first 12 months are included: the filters installed with the appliance belong to the first cycle; the CAC+ replacement at about six months is part of the included period; and the combined CAC+ and ROC replacement at about 12 months belongs to the following cycle. This keeps each filter replacement matched to the period in which the filter will be used. In these Terms, “scheduled filters and consumable parts” means the filters in the schedules in this Section and any other part that your order or Smart Service confirmation says we replace on a regular schedule.

Older three-filter system. Appliances with our older three-filter system follow this normal schedule: the pre-carbon filter is replaced about every 6 months, the post-carbon filter about every 12 months and the RO filter about every 24 months. Each replacement that falls due while your Smart Service is active is included in it, and Sections 10.4 to 10.7 apply in the same way. Where these Terms refer to the CAC+ and ROC filters, a combined replacement or “both filters” (for example in Sections 10.21 and 10.28), then for an older three-filter appliance they mean all of its filters.

Replacement dates are approximate and can vary with appointment availability, usage, water conditions, technical requirements or other operational reasons. A filter being fitted shortly before or after an anniversary does not by itself decide which Smart Service period it belongs to. A combined CAC+ and ROC replacement carried out shortly before the anniversary for scheduling reasons still belongs to the following cycle. Likewise, delaying a replacement past an anniversary does not create an extra entitlement. The cycle is decided by the filter schedule and the period for which the replacement is intended.

Smart Service does not include unlimited filters. If you ask for a replacement earlier than the schedule and we decide it is not technically required, it may be chargeable, and we will tell you before charging. If we decide an earlier replacement is reasonably necessary because of a covered appliance issue or another matter covered by Smart Service, we will deal with it under your Smart Service cover.

If a scheduled replacement is delayed because you do not respond to appointment requests, are not available, postpone or miss the appointment, or the appliance is disconnected or inaccessible, you do not gain an extra replacement because the date has moved into a later Smart Service period. Unused scheduled replacements do not build up as credits unless we expressly agree. If the delay is caused by us (for example, we cannot offer a suitable appointment), your entitlement is not affected.

To receive a Smart Service filter replacement or other scheduled benefit, you need an active Smart Service subscription at the time it is provided. If Smart Service ends before a scheduled visit or benefit is provided, that benefit does not remain due after the end date, even if it would have formed part of the cycle in which Smart Service ended. This does not affect any refund due to you under Section 10.11, 10.12, 10.15 or 10.19. You can buy the filters you need after Smart Service ends pay-as-you-go under Section 14.

We may sometimes provide a filter, repair, visit, replacement or other service free of charge as a gesture of goodwill. Goodwill does not create a continuing entitlement, change the normal Smart Service cycle, extend the Smart Service period, or amount to an admission that we were legally or contractually required to provide it.

If you continue Smart Service after the included first 12 months, the paid term begins immediately after the included period ends. Unless your order confirmation says otherwise, each paid term is 12 months, with the subscription price paid in monthly instalments. We will show you the price, the instalment amounts and dates, and the renewal arrangements before you agree, and we will confirm them to you in writing (our “Smart Service confirmation”). There are two ways to continue. You can agree by email or by contacting us, including agreeing that we take the first monthly payment. Or, if you chose to continue with a paid term when you ordered the appliance, we will take the first monthly payment from the card you gave us when the paid term starts, and each later instalment on its due date. In that case we will remind you in writing at least 30 days before the first payment is taken, and you can cancel before it is taken without charge. If you do neither, Smart Service ends and nothing is charged, but you then have 30 days to change your mind (Section 10.21). Filter replacements allocated to that cycle, including the combined CAC+ and ROC replacement at its start, are included as long as your Smart Service stays active and you comply with these Terms, except that when Smart Service is re-enrolled after cancellation, Sections 10.21 and 10.28 apply instead.

A paid term renews for a further 12 months only if you agreed to automatic renewal, when you took out the term or later. We will never take a renewal payment before the new term actually begins. Before each renewal we will send you a reminder in writing on a durable medium (such as email), in good time and in line with the law, telling you the renewal date, the price and how to stop renewal. If the price will change at renewal, the reminder will say so. You can tell us at any time during the current term that you do not want the next term to begin, and your cover continues to the end of the current paid term. Each new paid term also carries the early-cancellation right in Section 10.11 and, once it applies, the renewal cooling-off right in Section 10.25.

At the start of each paid Smart Service term, including each renewal, you and we each have an additional contractual right to end that paid term without giving a reason. Either of us can use it by written notice sent within 30 calendar days from the first day of the term (for you, an email to support@monsowater.com is enough). It takes effect when the notice is received, or on a later date stated in the notice. We charge no cancellation or administration fee, and no further instalments for that term are due once it ends, apart from any settlement balance you owe if you use this right, as described below.

If we use this right, we will refund all Smart Service payments you have actually made for that term.

If you use this right before we have supplied any scheduled filters or consumable parts in that term, we will refund all the Smart Service payments you have made for it. If we have already supplied scheduled filters or consumable parts in that term (but not parts or repairs supplied to put right a fault), you pay for what you have received. The settlement amount is the pay-as-you-go price of those filters and parts, but never more than the total price of the term. We refund anything you have paid above the settlement amount. If you have paid less than the settlement amount, you can pay the difference in one payment, or we will carry on taking your usual monthly instalment until the difference is paid. You cannot keep the filters and also receive a full refund. Example for a Pluvia appliance at our current prices (Smart Service £25 a month, so £300 for the 12-month term; CAC+ filter £50 and ROC filter £100, including VAT): we fit both filters, which have a pay-as-you-go price of £150, and you have paid one instalment of £25. The settlement amount is £150, so you pay the £125 difference, either in one payment or through five more monthly instalments of £25. Prices for other models and filtration systems may differ, and we show you the price before you agree. This right does not reduce any refund you are entitled to under a statutory right: if the statutory refund is larger, you will receive that instead.

We fit filters when they are due under Section 10.3, for hygiene and safety reasons, and we will not delay or bring forward a scheduled replacement mainly to affect this right. We will not use this right to avoid a repair of the appliance that you have already reported while Smart Service is active: Section 10.16 applies to such a fault as it does to a termination under Section 10.15. If you use a statutory right to cancel after filters, goods or services have been supplied, Section 12.6 applies.

Your statutory cooling-off rights, the right in Section 10.11 and any other legal right to cancel are not affected. You may also end a paid term early, at any time and without giving a reason, by giving us at least 30 days’ written notice (an email to support@monsowater.com is enough). If you do:

• Smart Service continues until the end date in your notice, and no instalments are due for any period after it, apart from any settlement balance below;
• you pay for what you have received: the settlement amount is the greater of (a) the instalments due up to the end date and (b) the pay-as-you-go price of the scheduled filters and consumable parts supplied to you in that term (not parts or repairs supplied to put right a fault), but never more than the total price of the term;
• we refund anything you have paid above the settlement amount;
• if you have paid less than the settlement amount, you can pay the difference in one payment, or we will carry on taking your usual monthly instalment until the difference is paid; and
• we charge no administration or cancellation fee.

This means you cannot receive a year’s filters and then leave after one instalment, but you will never pay more than the price of the term.

Example for a Pluvia appliance at our current prices (Smart Service £25 a month, so £300 for the 12-month term; CAC+ filter £50 and ROC filter £100, including VAT). We fitted both filters at the start of the term, which have a pay-as-you-go price of £150. If the end date in your notice falls after four instalments, the settlement amount is £150, the greater of £100 and £150. You have paid £100, so you pay the £50 difference. If instead the end date falls after seven instalments, and we have also fitted the six-month CAC+ filter, the filters total £200 and the settlement amount is £200, the greater of £175 and £200, so you pay the £25 difference. If the end date falls after ten instalments, the settlement amount is £250, the greater of £250 and £200. You have already paid it, so nothing more is due. You never pay more than £300. Prices for other models and filtration systems may differ, and we show you the price before you agree.

Outside these rights, a paid annual term continues to the end of the agreed term unless we agree to an earlier cancellation or the law gives you a right to end it. If we are in breach of the contract (such as by not providing a service we promised), you may end it, and we will refund payments for any period in which we did not provide cover.

You may stop renewal without giving a reason, and we will make no renewal charge after your existing term ends. You can tell us by emailing support@monsowater.com or by another clear means, and we will confirm receipt in writing. If you signed up online, we will not make you cancel by post or in person.

We may decide not to offer a further term after your current term expires, without giving a reason. Where reasonably practicable, we will tell you before your term expires.

We may end a paid Smart Service term without giving a reason by giving you at least 30 days’ written notice. This right is separate from Section 10.11, and we may use it whether or not the first scheduled filter replacement for the current term has taken place. It applies only to a paid term. It does not apply to the included first 12 months, except where another clause allows suspension or termination for serious or material reasons.

If we use this right:

• Smart Service stays active until the end date in our notice, subject to Section 10.16;
• we charge no administration, cancellation or termination fee;
• you do not have to make any further Smart Service payments after the end date;
• we will refund all Smart Service payments you have actually made for the current paid term, including payments for the part of the term that has already passed and the benefits you have already received;
• any filter replacement, maintenance visit or other scheduled benefit due after the end date may be cancelled and does not remain due, even if it would have been part of the current cycle; and
• your legal rights, and any claim about goods or services supplied before the end, are not affected.

We will pay any refund within 14 days after the termination takes effect, using the original payment method where we reasonably can. You do not have to return filters already supplied or repay the value of benefits properly provided before termination.

We will not use Section 10.15 to avoid carrying out a repair that is properly covered by Smart Service. If, before the end date, you report a fault that reasonably appears to be a device-related fault that may be covered, the termination will not take effect until the fault has been assessed and, if it is covered, repaired. If a covered repair delays termination past the original date, Smart Service stays active to complete the repair, and we will not collect further instalments for any period after the original end date because of that delay. If our assessment finds the fault is not covered (for example because it comes from external or third-party plumbing, accidental damage, misuse or an unauthorised alteration), we will tell you, and termination may take effect on the original date or, if that has passed, once we have told you. We are not required to repair an excluded or unrelated fault. Sections 10.15 and 10.16 do not affect your legal rights.

When Smart Service ends, the benefits provided only through Smart Service also end, including covered repairs under Section 10.26, scheduled filters, priority support, free re-installation and replacement-unit benefits. This does not affect your legal rights relating to goods or services already supplied, or your commercial warranty under Section 9.2 for the rest of its term.

If a Smart Service instalment during a paid term is not paid, we will write to you to say what is overdue, how to put it right and what can follow. If a payment is still unpaid more than 60 days after its due date, we may delay scheduled filter replacements and other Smart Service filter visits, and suspend the covered repairs under Section 10.26. The delay ends when you make the missed payment, and it does not give you extra replacements later (Section 10.6). While cover is suspended, the appliance is out of warranty cover until you bring the account up to date. Cover then resumes, but it is not retroactive for faults, leaks or damage that arose while it was suspended. The same 60 days apply to every other overdue amount under Section 4.7, and if you report a leak while cover is suspended we will still give you guidance to stop it, as that section explains. Persistent non-payment may lead to us ending the paid term. If we do, we will tell you in writing, no instalments fall due for any period after the end date, and the settlement in Section 10.12 applies as if you had ended the term on that date: you pay for what you have received, never more than the price of the term. This is different from Section 10.15, which applies when we end a paid term without any fault on your part. None of this affects your legal rights, and none of it applies to the included first 12 months, which carry no instalments. If a previous Smart Service period has ended and the first monthly payment needed to start the next paid term is not made or does not go through, the new term does not begin and Smart Service is treated as having ended when the previous period expired. Section 10.21 applies to any later request to rejoin.

We may immediately refuse an appointment, suspend Smart Service or, where proportionate, end it without the usual notice where there are serious grounds. These may include:

• threats of violence, or violence or attempted violence;
• harassment, or abusive, discriminatory or seriously intimidating behaviour toward our staff or contractors;
• conduct creating a reasonable concern for employee safety or welfare;
• fraud or attempted fraud, or deliberately giving materially false information;
• deliberate misuse of Smart Service, or deliberate or dangerous interference with the appliance;
• a situation creating an immediate health or safety risk, or preventing our technician from working safely;
• serious or repeated material breach of these Terms; or
• unlawful activity connected with the service.

Where it is appropriate and safe, we may first give a warning and a chance to stop the behaviour or breach. We are not required to expose our employees or contractors to abuse, harassment, intimidation or unsafe working conditions. If we end Smart Service under this clause, we will refund any prepaid amount that relates only to a period after termination, unless we are lawfully entitled to set it against an amount properly due to us. The full-term refund in Section 10.15 applies only where we use the right in that Section. We will consider reasonable adjustments if a disability or vulnerability is relevant to what happened. Ending or suspending Smart Service under this clause does not stop us carrying out repairs that are covered by your commercial warranty or your legal rights. If we have safety concerns, we will agree a safe way to carry them out, such as a different visit arrangement or collecting the appliance.

Instead of ending the whole customer relationship, we may reasonably require that future communication takes place through a particular channel, such as email, or that service arrangements are handled by a manager, where this is appropriate for staff welfare, record keeping or dispute management. We will tell you if we do this, and we will consider reasonable adjustments if you need them.

Rejoining is not automatic once Smart Service has ended, whether you cancelled it, it lapsed, or we ended it or did not renew it.

What counts as cancellation. You do not need to send a written cancellation. When an included, free or paid period ends (including a paid term you end early) without the next paid term starting, Smart Service is treated as ended on that date, and you have 30 days from then to continue it, even if you have told us you do not want to. Smart Service is treated as cancelled only if those 30 days pass without you continuing it, that is, without you agreeing and making the first monthly payment needed to start the next paid term. The 30 days run from the date the previous period ended, not from the date you later contact us or pay.

Rejoining within 30 days. If a Smart Service period has ended, you can continue within 30 calendar days after it ended, even if you have told us you do not want to, by agreeing and making the first monthly payment for the next paid term. If the conditions below are met, we reactivate Smart Service without the standard £80 inspection or call-out fee (£80 includes VAT where applicable):

• the appliance was in satisfactory working condition when the previous period ended;
• no known fault, leak, damage or other issue arose or was reported during the period without Smart Service;
• no third-party repair, alteration, modification or unauthorised work was carried out in that period;
• the appliance is a genuine, supported and eligible appliance and its serial-number registration can be verified;
• the first monthly payment for the new paid term is successfully completed; and
• there is no account restriction or other reasonable eligibility issue.

On reactivation within 30 days, the new paid term starts on the reactivation date unless we confirm a different date in writing. Filters for the new cycle follow the rules in Sections 10.3 to 10.7. Cover is not retroactive for faults, leaks, damage or other events that happened while Smart Service was inactive. If the conditions are not met, the rules for cancelled Smart Service below apply.

Re-enrolling after cancellation. If Smart Service was cancelled as described above (and not ended or not renewed by us), re-enrolling follows our normal reactivation process. This includes the £80 inspection or call-out fee unless we waive it, and your Smart Service payments then continue as usual. Because we cannot know the condition of the appliance, we also replace both the CAC+ and the ROC filters, even if they have not expired, at their pay-as-you-go price (currently, on a Pluvia appliance, £50 for the CAC+ filter and £100 for the ROC filter, including VAT where applicable). The filters fitted then count as the start-of-cycle filters for the new term. We may also require completing outstanding maintenance, repairing existing faults and confirming that the appliance is still eligible. The £80 covers the inspection or call-out only. Parts, repairs and other work needed to return the appliance to an eligible condition may be charged separately at the pay-as-you-go price. We will explain any additional charges before doing chargeable work.

Faults or events during a gap in cover. A fault, leak, damage or other issue that arose or existed while Smart Service was inactive is not covered retroactively just because you later rejoin. We may require it to be assessed and, where needed, repaired before Smart Service cover starts.

Smart Service ended by us. The 30-day rejoining period above does not apply where we ended Smart Service or chose not to renew it. Rejoining then needs our agreement, and the terms depend on why Smart Service ended.

Without fault on your part. This covers ending a paid term under Section 10.11 or 10.15, and deciding not to offer a further term under Section 10.14. If we later agree that you can enrol again:

• we do not charge the £80 inspection or call-out fee;
• we do not charge pay-as-you-go prices for your filters. We replace your filters at an appointment we arrange after you make the first monthly payment for the new paid term, and that replacement is included in your Smart Service plan as the start-of-cycle filters for the new term (Section 10.3); and
• a fault, leak or damage that arose while Smart Service was inactive is still dealt with as set out under “Faults or events during a gap in cover” above, but we do not charge a call-out fee to assess it.

Because of non-payment or a serious reason, or a restricted account. This covers Sections 10.18, 10.19 and 18.3. Rejoining needs our prior approval, may involve inspection, filters, maintenance and charges, and may be refused.

In every case, these terms apply only where we ended Smart Service or chose not to renew it, not where you cancelled it or it lapsed. If we decline to let you enrol again, we may decline to give our reasons, for example where giving them could put our staff at risk or breach another person’s confidentiality. This does not affect your legal rights, including your right to ask what personal information we hold about you.

If Smart Service provides a temporary replacement unit during a repair or maintenance, it remains our property unless we expressly confirm otherwise. Please take reasonable care of it and return it when asked. We may charge the reasonable cost of loss or damage caused deliberately or through failure to take reasonable care, but not for ordinary wear and tear.

Where included, free re-installation covers standard installation of the appliance at an eligible new address within our service area. When you move home, you disconnect the appliance at your old home yourself, following the guidance on our Smart Service page, and, unless we agree otherwise, you are responsible for transporting it. This does not apply if you cancel under Section 12 or return the appliance under Section 13: in those cases we disconnect it for you, free of charge. The plumbing connections for the appliance stay in the old property. If you would like us to remove them or make good the old property, our engineer call-out charge of £80 (including VAT where applicable) applies. Non-standard plumbing, electrical or building work at the new address, or other additional work, is outside free re-installation unless we expressly say it is included. If we cannot provide Smart Service at your new address, we will refund any payment you have made for the period after you move.

Smart Service applies to the eligible appliance registered to your account. A paid term cannot be moved to a different appliance without our agreement, but it stays with the appliance if you move home (Section 10.23). Smart Service stays with the appliance when it is transferred: once a transfer is confirmed under Section 14.6, the new registered owner can continue it or re-enrol as Section 10.28 explains (see also Section 20.2). If we replace the appliance under Smart Service, the replacement may become the registered appliance for the rest of the term.

From the date the subscription rules in the Digital Markets, Competition and Consumers Act 2024 come into force, the following applies to each paid Smart Service term that starts automatically after the included free period, and to each paid term that renews automatically for 12 months or more. You will have a 14-day renewal cooling-off period starting on the day the paid term or renewal takes effect, in which you can cancel without penalty. We will tell you about this right when you take out the term, and we will send you a separate cooling-off notice, in writing on a durable medium, on the first day of the period or as soon as reasonably practicable afterwards. If you cancel in this period, you will get a refund calculated as the law requires (broadly, in proportion to the part of the term not yet supplied), paid within 14 days using the same payment method. From the same date, the 14-day initial cooling-off right described in Section 12 also applies to a new paid Smart Service term however you sign up (online, by phone or in person). If we do not give you the information the law requires about these rights, the cooling-off period may be longer, as the law provides. If you took out a paid term online, you will also be able to end it online, through a cancellation button or form on our website or in your account, as well as by email.

Where Smart Service includes covered repairs (including during the first 12 months), and unless they are suspended under Section 4.7 or 10.18, we will repair or replace the appliance, or any part of it, whenever it develops a fault that needs repair, at no extra charge for parts, labour or call-out. This includes parts that wear out in normal use. We do not cover faults caused by physical damage, unusual use or problems outside the appliance, as listed in Section 9.4 (for example, dropping or impact, misuse, not following the instructions, modification or repair by someone else, the use of filters or parts that are not genuine or not compatible, or problems with external plumbing or the water or electrical supply).

Priority support means that when two customers need the same kind of help at the same time, for example a filter replacement, we deal with the Smart Service customer first. It is a priority in how we order our work. It is not a guaranteed response time. Customers in the included first 12 months are Smart Service customers for this purpose.

If an appliance is transferred to you and the transfer is confirmed under Section 14.6, what happens next depends on whether Smart Service for its serial number was still active when the transfer was confirmed.

Smart Service still active. If Smart Service for the serial number has not been cancelled or ended, you can continue it as the new registered owner for the rest of the current period, without a new inspection. If the appliance is in its included first 12 months, Section 20.2 applies. If it is in a paid term, you take over the remaining instalments, which we take from the card you save (Section 4.6) on the dates in a Smart Service confirmation we send you, and we stop taking payments from the previous owner for any period after the transfer. If Smart Service has ended but the 30 days in Section 10.21 have not passed, you can continue it as the previous owner could.

Smart Service ended by us. If we ended Smart Service for the serial number, or chose not to renew it, without fault on the part of the previous owner (for example under Section 10.11, 10.14 or 10.15), and we agree that you can enrol, you get the same terms as Section 10.21 gives a previous owner in that position. We do not charge the £80 inspection or call-out fee, and we do not charge pay-as-you-go prices for the filters. We replace the filters at an appointment we arrange after you make the first monthly payment for the new paid term, and that replacement is included in your Smart Service plan as the start-of-cycle filters for the new term (Section 10.3). Section 10.21 also explains how a fault, leak or damage that arose while Smart Service was inactive is dealt with.

Smart Service cancelled or ended. If Smart Service for the serial number was cancelled as described in Section 10.21, or we ended it because of the previous owner’s non-payment or for a serious reason (Sections 10.18 and 10.19), you can re-enrol, but the fee-free 30-day rejoining in Section 10.21 does not apply to you. To re-enrol, we inspect the appliance and charge our £80 inspection or call-out fee (£80 includes VAT where applicable). Because we cannot know the condition of the appliance or its filters, we replace both the CAC+ and the ROC filters, even if they have not expired, so that your term starts with a fully refreshed appliance. You pay the pay-as-you-go price of both filters on top of the £80 (currently, on a Pluvia appliance, £50 for the CAC+ filter and £100 for the ROC filter, including VAT where applicable), and then the monthly payments for the new paid term. The filters fitted at re-enrolment count as the start-of-cycle filters for the new term, so they are not charged again in the term price, and the scheduled replacements that follow (Section 10.3) are included as normal. We show you the £80 fee, the filter prices and the price of the term before you agree. Cover is not retroactive for faults, leaks or damage that arose while Smart Service was inactive (Section 10.21).

An adult aged 18 or over must be present throughout an installation or service appointment unless we expressly agree otherwise.

Please give safe and reasonable access to the appliance and relevant plumbing, and secure or remove pets, furniture, stored items and other obstructions where needed.

If we cannot carry out a visit because nobody is present, access is refused or the area is inaccessible, the property is unsafe, or required preparation has not been done, we do not charge for the missed visit. We will rebook you, but the next available appointment may be in the following month’s schedule and we cannot promise an exact date. Section 10.6 explains how a delayed filter replacement affects your Smart Service entitlement.

Our technicians may complete a report recording the work carried out, observations, photographs, readings, recommendations and the name of the person present, and may ask you or another adult at the property to sign or acknowledge it. A signature confirms attendance or receipt of the report unless the form says otherwise. It is not an admission of liability by either of us, and it does not waive any of your rights. If you or the person present decline to sign, our technician may record that. A missing signature does not by itself make factual records, photographs or measurements invalid.

Customers, household members and anyone else at the property must treat our employees and contractors reasonably and must not threaten, harass, intimidate or abuse them. Our technician may leave immediately if they reasonably believe that staying would expose them to abuse or to a risk to their health or safety.

When we attend to inspect a reported fault, leak or damage, our attendance, investigation, temporary measures or goodwill assistance does not by itself mean that we caused the issue or are legally responsible for resulting loss.

If you need support, for example because of a disability or because you are vulnerable, please tell us. We will consider reasonable adjustments to how we communicate, arrange appointments and carry out work.

If you buy from us online, by phone or away from our premises (including at your home), you have the right under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 to cancel within 14 days without giving a reason. The 14 days end:

• for goods, including an appliance bought with installation, 14 days after the day the goods are delivered to you or to someone you nominate; and
• for a service-only contract, such as a repair or a paid Smart Service term, 14 days after the day the contract is made.

If we do not give you the information the law requires about this right, the period may be longer, as the law provides. Section 10.25 explains the rights that apply to paid Smart Service terms once the subscription rules come into force. The first 12 months of Smart Service included with an appliance are part of the appliance contract, have no separate cancellation period, and end if you cancel the appliance, together with any paid term you chose to follow them.

Tell us clearly that you want to cancel, by emailing support@monsowater.com or writing to our registered office. You may use the model cancellation form in Section 24, but you do not have to. We will acknowledge your cancellation. You are in time if you send your notice before the cancellation period ends.

If you ask us to start a service (such as a repair, a filter replacement or a paid Smart Service term) during the cancellation period, we will ask you to make that request clearly. If you bought at your home or away from our premises, we will ask you to make it in writing, for example by email. If you do not make that request, you will not have to pay for any service supplied during the cancellation period. If you do make it and then cancel, you must pay us an amount in proportion to what we had supplied up to the time you told us you were cancelling, compared with the full contract, based on the price in your order. If a service is fully performed during the cancellation period at your request, and you have acknowledged that you lose the right to cancel once it is fully performed, you cannot cancel that service afterwards. Installing an appliance is part of the sale of the appliance, not a separate service. If you cancel the sale of an appliance, we do not charge you for the installation, but Section 12.6 explains the deductions we may make.

If you cancel after the appliance has been delivered or installed, tell us and we will arrange to disconnect and collect it, free of charge to you. We will leave your plumbing safe and watertight. We cannot repair holes made for the installation, but we will cover them with silicone colour-matched to your worktop. Please keep the appliance and its parts in reasonable condition until then. For other goods, such as filters and accessories, we will tell you how to return them and we will pay the cost of the return.

We will refund everything you paid under the cancelled contract, including standard delivery charges (but not the extra cost of a more expensive delivery option you chose), without undue delay and within 14 days. The 14 days start on the day we receive your notice or, if goods have been delivered, on the earliest of the day we collect them, the day we receive them back and the day you give us evidence that you have sent them back. We refund using the payment method you used, unless you agree otherwise, and we charge no fee for refunding. Section 12.6 applies.

We will only deduct what the law allows. Where you cancel after goods have been supplied or services have started, we may:

• deduct for the diminished value of goods resulting from handling beyond what was reasonably necessary to establish their nature, characteristics and functioning;
• where goods are sealed and genuinely unsuitable for return for health protection or hygiene reasons, the seal has been broken after delivery and the statutory exception applies, refuse their return or deduct their value; and
• charge a proportionate amount for services we supplied at your request under Section 12.3.

When assessing the value of a filter, we may use our pay-as-you-go retail price as a reference point. That price is not an automatic cancellation charge, and we will not deduct more than the law permits. Before supplying a filter replacement or other Smart Service performance during a cancellation period, we may ask you to confirm that you want it to begin during that period and that you understand lawful deductions may apply if you later cancel.

This Section does not affect your rights if goods are faulty or a service is not performed with reasonable care and skill (see Section 9.1), or any other legal remedy that cannot lawfully be excluded or restricted.

In addition to your legal rights, a purchase of a new Pluvia appliance from us, which includes the free first 12 months of Smart Service, comes with our voluntary 30-day money-back guarantee. The guarantee applies only to new Pluvia appliances, and does not apply to an appliance bought as an upgrade (Section 13A). It does not apply to other products we sell, such as filters and accessories, or to paid Smart Service terms, which have their own cancellation rights in Sections 10.11, 10.12 and 10.25. The guarantee does not affect your statutory right to cancel in Section 12 or any other legal right, and you may use whichever is better for you.

The 30 days start on the date the appliance is installed.

Tell us within the 30 days that you want to return the appliance. We will arrange to disconnect and collect it, free of charge to you, and we will leave your plumbing and any holes as described in Section 12.4.

If the appliance has had only normal, reasonable use and is returned with the components and accessories supplied, we will refund the price you paid for the appliance and any installation charge you paid us for it, within 14 days after we collect it. If the appliance has been deliberately damaged, materially damaged through misuse, or significant supplied components are missing, we may make a reasonable deduction that reflects the loss actually caused, where the law and this guarantee allow. This does not reduce your legal rights.

If you return the appliance under this guarantee, Smart Service for it ends, and we will refund any Smart Service payment you made for a period after the return.

An upgrade is when we replace a water purifier you already have (your “previous unit”) with a new Pluvia appliance that we sell to you and install. We take your previous unit away at the installation visit. The upgrade price is a reduced price we offer to customers who are replacing a purifier they already have, and it is the whole of what you pay for the upgrade.

Upgrades are ordered with us by phone, not through our website. When you order one, we will tell you, and ask you to confirm, that your previous unit will be sent for recycling immediately after the upgrade, that you accept this, and that it cannot be returned to you, even if you cancel within 14 days. We will not complete the upgrade or take your previous unit until you have confirmed. Your previous unit is not part of the payment for the upgrade: we collect and recycle it free of charge, as we do whenever we install a new appliance (see Section 5.9).

You can cancel an upgrade within 14 days, as Section 12 explains. The 14 days start on the day after the new appliance is delivered, which is normally the installation day. If you cancel, we will accept the return of the new appliance and refund the upgrade price you paid. That is the only refund: cancelling does not bring back your previous unit, and because it was not part of the payment, there is nothing to pay you for it. Section 13A.7 explains what happens to Smart Service.

The 30-day money-back guarantee in Section 13 does not apply to an upgrade. After the 14 days in Section 13A.3, we decline returns because you have changed your mind, unless a legal right applies.

If the new appliance develops a fault, we will arrange an inspection and, where appropriate, repair it or replace it with a brand-new Pluvia appliance. A fault does not by itself entitle you to cancel the upgrade permanently. This does not affect your legal rights (see Section 9.1).

Your previous unit can never be returned to you, because it has already been sent for recycling. If the upgrade contract ends and you are entitled to a refund of the price, whether because you cancel or because you use a legal right, we refund the upgrade price you paid. Your previous unit was not part of that price, so we do not pay anything for it.

An upgrade does not include a free first 12 months of Smart Service. When you order an upgrade, you agree to a compulsory paid 12-month Smart Service term at the price for a Pluvia appliance, starting on the date the new appliance is installed. Section 10 applies to it as it does to any other paid term, including your rights to end it early in Sections 10.11 and 10.12. Once the 12 months are over, you can stop Smart Service at any time, free of charge. If your previous unit has Smart Service, it carries over into this term at the Pluvia price, so you do not pay twice, and the 12 months still start on the installation date. The filters fitted with the new appliance are not counted when we work out what you pay, or what we refund, if the term ends early. The 12-month commercial warranty in Section 9.2 is provided through this term. If you cancel the upgrade, the term ends with it. We do not refund Smart Service payments made up to then, except where the law requires us to (see Section 12.3).

Unused replacement parts and accessories may be returned under your statutory cancellation rights in Section 12.

Replacement filters are consumable goods, but calling a filter a consumable does not itself remove any statutory cancellation right. If a sealed filter is genuinely unsuitable for return for health protection or hygiene reasons and the statutory exception applies, your right to cancel for that filter may end once the seal is broken. This is not meant to remove cancellation rights from ordinary accessories just because their packaging has been opened. Once a filter has been unsealed, installed, flushed or exposed to water, it may no longer be returnable or resalable as new. Where your cancellation right still applies, any deduction for diminished value is limited to what the law allows (see Section 12.6).

Your rights for faulty goods are not affected by whether the packaging has been opened.

Published filter life is an expected service interval and can be affected by water quality, usage, inlet conditions and other factors. Unless a specific volume or period is expressly guaranteed, a stated filter life does not guarantee that every filter will last exactly that long in every property.

Replacement filters we supply are for genuine, compatible and supported appliances. Because the correct filter and its condition affect performance, water quality and safe operation, filter orders may be linked to a verified appliance serial number and customer record. Unless we expressly agree otherwise, filters may only be bought for an appliance registered to the buyer in our records. We may allow an authorised representative to buy for a registered owner where we are satisfied that authority has been given.

If an appliance is sold, gifted or otherwise transferred, the new owner needs the registration moved to them before buying replacement filters or using device-specific services. We check which customer account the serial number is registered to. If that registered owner confirms to us that the appliance has been transferred to you, we move the serial number to your account. We may ask the new owner for the serial number and contact details, and we may contact the registered owner to get their confirmation. We will ask for further evidence only where the registered owner cannot be reached or disputes the transfer, or where we have fraud, theft or safety concerns. We will use this information only for these purposes, as explained in our Privacy Policy, and we will not unreasonably refuse to move the registration once a genuine transfer is confirmed. Until the transfer is confirmed, we may refuse or delay filter supply where the device is still registered to another person, the buyer cannot show a genuine transfer or authority, the serial number cannot be verified, the device has been reported lost or stolen, ownership is disputed, or the information is materially inconsistent or appears fraudulent.

We may refuse, suspend or place reasonable conditions on filter supply where we reasonably believe that a filter has been, or is intended to be, opened, dismantled, refilled, reconstructed, adapted, materially modified, relabelled, fitted with substitute filter media, altered to defeat its identification or safety features, or otherwise used outside its supplied condition. We may also refuse or restrict supply where we reasonably believe filters are being bought for a non-genuine, materially modified, incompatible or unsupported appliance; for an appliance that is not registered to the buyer and for which no valid authority or ownership transfer has been shown; for unauthorised commercial reproduction, counterfeiting or development of modified filters; or for another purpose that creates a genuine safety, compatibility, fraud-prevention or product-integrity concern.

Filter orders should be reasonably consistent with the number of verified appliances linked to the buyer and the expected replacement intervals. Unusual quantities or ordering patterns may need extra verification. We may refuse, limit or put reasonable conditions on an order where the quantity, frequency or circumstances reasonably suggest resale, commercial distribution, stockpiling for resale, diversion to unverified devices, payment fraud, repeated improper chargebacks, or another use materially different from maintaining the verified appliance or appliances. Filters bought from us are for use on the buyer’s own registered appliance. We do not permit them to be bought for resale or commercial distribution.

Subject to consumer law, we may refuse, suspend or place reasonable conditions on filter supply where there are legitimate and proportionate grounds, including: any amount properly due to us that remains unpaid after reasonable notice (Section 4.7); fraud or suspected fraud; theft; unlawful conduct; a genuine safety or technical concern; a material compatibility issue; a product recall; a legal or regulatory restriction; sanctions requirements; discontinuation or genuine unavailability of the filter; or another objectively reasonable safety, technical, fraud-prevention or product-integrity reason. Where reasonably practicable, we will use a less restrictive measure instead of refusing supply altogether, such as serial-number verification, an ownership transfer, prepayment, reasonable quantity limits, supply-only delivery, collection, inspection of the appliance, written-only communication or another proportionate arrangement. We will tell you the reason if you ask.

Ending Smart Service does not by itself stop the registered owner of a supported appliance buying compatible replacement filters pay-as-you-go. Pay-as-you-go supply remains subject to the verification, safety, payment, compatibility and product-integrity conditions in this Section. Where an appliance needs a proprietary replacement filter to keep operating normally and we are the only reasonable source of that filter, we will not unreasonably refuse to supply the right filter to the verified registered owner, subject to the legitimate restrictions above and genuine availability. Nothing in this Section affects legal rights that cannot lawfully be excluded.

If you buy filters pay-as-you-go, you can fit them yourself at no extra charge, following the instructions supplied. Faults caused by incorrect fitting are not covered by your warranty or Smart Service (Section 9.4). If you would like our engineer to fit them, our engineer call-out charge of £80 (including VAT where applicable) applies, and we will show it to you before you book. The charge does not apply to scheduled replacements that are included in your active Smart Service.

We will perform installation, repair and other services with reasonable care and skill, and within a reasonable time where no time is agreed. Nothing in these Terms excludes that obligation.

If we break the contract or are negligent, we are responsible for loss or damage that is a foreseeable result, subject to applicable law. Loss is foreseeable if it was an obvious consequence of our breach, or if you and we both knew when the contract was made that it could happen.

We are not responsible for loss or damage to the extent it results from:

• defective third-party or pre-existing plumbing;
• third-party alterations, repair or reconnection;
• pre-existing property defects;
• failure of household drainage unrelated to our work;
• leaks from pipework we did not supply or install;
• misuse of the appliance;
• your failure to follow reasonable safety or maintenance instructions;
• external flooding or water ingress;
• utility failures;
• unsuitable incoming water;
• electrical faults outside the appliance;
• accidental physical damage; or
• your failure to take reasonable steps to prevent avoidable additional loss after you discovered a problem (see Section 7.5).

In each case this applies only where we are not also responsible, for example because of a fault in our appliance or our work.

The presence of our appliance at your property does not by itself mean we are responsible for water damage, damp, mould or other property damage. Responsibility depends on the cause. If we caused the damage through negligence or breach of contract, we are responsible. If it comes from unrelated or third-party plumbing, we are not responsible merely because that plumbing serves or is near the appliance.

After an incident, both of us should take reasonable steps to stop avoidable loss getting worse. If you do not isolate an obvious leak or take other reasonable emergency action, that may be taken into account when deciding who is responsible for damage that happened after the problem became known.

As you are buying for personal use, we are not responsible for business losses such as lost profit, lost revenue or lost business opportunity.

Nothing in these Terms excludes or restricts our liability for death or personal injury caused by our negligence, for fraud or fraudulent misrepresentation, for breach of your legal rights in relation to goods and services under the Consumer Rights Act 2015, for defective products under the Consumer Protection Act 1987, or for any other liability that cannot lawfully be excluded or restricted.

We may update these Terms for future orders. A new version published on our website does not change a purchase you have already completed. Each renewal of a paid Smart Service term starts a new term on the version of these Terms published at that time. If that version changes anything that matters to you, the renewal reminder (Section 10.10) will say so, in time for you to stop the renewal.

We may make reasonable changes to an existing Smart Service arrangement where needed because of changes in law or regulation, safety or security requirements, changes to payment systems or service infrastructure, replacement of discontinued products or components, or clarification of terms that does not materially reduce your rights.

If a change materially disadvantages an existing Smart Service customer, we will normally give at least 30 days’ written notice before it takes effect. You may then end the affected service rather than accept the change, and we will refund prepaid amounts for the period after you end it.

We will not increase the agreed Smart Service price during a fixed paid term. A new price may apply from the next renewal if we tell you before renewal, in the reminder described in Section 10.10, so that you have time to stop the renewal.

MONSO LIMITED is the controller of the personal information we collect about you. We process it in line with our Privacy Policy, the UK GDPR and the Data Protection Act 2018. Our Privacy Policy explains what we collect (including appliance serial numbers, appointment records, photographs from visits and payment details handled by Stripe), why, how long we keep it, and your rights.

We may keep reasonable records about orders, installations, service visits, communications, photographs, technical readings, complaints, payment history, safety incidents and restrictions on future service, where necessary for legitimate business, legal, safety, fraud-prevention or dispute-management purposes.

Where reasonably justified by safety, staff welfare, fraud prevention, repeated material breach, unpaid accounts or management of a serious dispute, we may place an internal restriction requiring management approval before we accept future orders, bookings or Smart Service subscriptions. A restriction affecting essential replacement-filter supply is also subject to Section 14, including its device-verification and reasonableness requirements. 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. A restriction does not remove any legal obligation we have for goods or services already supplied, and it does not affect your rights over your personal information.

We will not keep personal information indefinitely without justification. Retention periods vary depending on legal, accounting, warranty, insurance, safety and dispute-management needs.

We may transfer our rights and obligations under a contract to another organisation where this does not reduce your contractual or statutory rights. We will tell you if a transfer materially affects you. A paid Smart Service term cannot be moved to a different appliance without our agreement (see Section 10.24).

You can sell, give away or otherwise transfer an appliance. The new owner must complete the serial-number authorisation and ownership-transfer process in Section 14 before we treat them as the registered owner for replacement-filter supply or device-specific services. If the appliance is still in its included first 12 months of Smart Service when it is transferred, the remaining included period and the commercial warranty stay with the appliance and pass to the new owner once the transfer is confirmed under Section 14.6. Smart Service that is active when the appliance is transferred can be continued by the new owner, and Smart Service that has ended can be restarted by the new owner, as Section 10.28 explains. Any other personal service contract does not transfer automatically. Whether a later owner has legal rights depends on the law.

If you have a complaint, email support@monsowater.com with your name, address or account number and a description of the issue. We will acknowledge formal complaints within five working days and send you a full response within a reasonable time, depending on how complex the matter is. When we acknowledge your complaint, we will tell you how long we expect to take.

If we cannot settle your complaint through our complaints process, we will tell you the name and website of an accredited alternative dispute resolution (ADR) provider that could consider it, and whether we agree to use that provider. You can also go to court at any time. Nothing in our complaints process limits your right to any remedy the law gives you.

If a court or competent authority finds part of these Terms unlawful or unenforceable, that provision is treated as modified or removed only as far as needed, and the rest of the Terms continues to apply.

If we do not enforce a right straight away, that does not mean we have given it up.

These Terms and the documents described in Section 1.3 are the whole agreement between you and us about your order. This does not limit information you are entitled to rely on under consumer law, or any liability for fraud or fraudulent misrepresentation.

Only you and we have rights under the contract, unless the law says otherwise. Nobody else can enforce it under the Contracts (Rights of Third Parties) Act 1999.