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Return Policy

Return Policy

Last updated: Oct 06, 2021

Refund and Return Policy

Acceptance of orders and renewals

4.1  When you submit an order or renew a Membership with us, this does not mean that we have accepted your order or renewal nor does it guarantee that you will be offered a Membership and we reserve the right not to accept any order or renewal placed by you.

4.2  You may place an order on our website or over the telephone.

4.3  A binding contract between you and us shall be formed on our acceptance of your order or renewal, including verbal acceptance when making orders or renewal by phone.

4.4  If you place your order on the phone your order will be accepted at the time of the call. We shall then send you an email confirming your accepted order.

4.5  If you place your order through our website you will receive an email acknowledging your order. We will then contact you to arrange installation of the equipment.

4.6  If your order is not accepted we will contact you to arrange repayment of any charges made.

4.7  If you place your order or renewal using our telephone ordering service then during the call, we will collect the information needed to arrange your payments. Please note, we will not be able to accept your order or renewal unless you have provided valid address, phone number, card details and, where applicable, bank details to allow for payment.

Changes to these Terms

5.1  We may revise these Terms from time to time as required to meet our changing business needs. We may revise these Terms at any time to comply with any changes in relevant laws and/or regulatory requirements.

5.2  If we revise these Terms all changes will be posted on our website. If there are any changes to the disadvantage of existing Membership customers we will give at least One Month’s written notice before they come into effect unless we are unable to do so due to a change in relevant laws or regulatory requirements. If the changes are to your disadvantage and you do not want to accept the changes, you can choose to cancel the Membership Agreement in accordance with clause 10.3.

Changes to your Order

6.1  Once you have placed your order, you can request a different model or colour of Equipment prior to installation of the Equipment by contacting us by email at sales@monso.co.uk or on 020 888 666 60. We may choose to accept or reject the change request. Any request received prior to four days before installation that we accept shall be free of charge. For any request we accept received four days or less before installation, we shall be entitled to make an additional charge of £60.

6.2  If we are able to accommodate the requested change, this may affect the date the Equipment will be delivered and installed. We will provide you with a revised delivery and installation date. In such circumstances, it may be necessary to issue a new Agreement which shall reflect your revised Equipment requirements and the relevant charges.

Delivery and Installation

7.1  Once we have received the order, we will contact you to arrange a date for our technicians to install the Equipment at the Installation Address.

7.2  Sometimes we may not be able to deliver and/or install the Equipment because of something beyond our reasonable control. Clause 17 sets out what we will do if this happens.

7.3  If you will not be present at the Installation Address on the date for installation, you will need to let us know at least one Working Day beforehand so that we can re-arrange another date to install.

7.3.1  If you rearrange your installation on the day of Installation or the Installation is not completed as you are not at the Installation address when our technician attends then you will be charged £95 for the failed installation.

7.4  Delivery of your order will be complete once we have delivered and installed the Equipment and Consumables at the Installation Address.

7.5  If Equipment is delivered to you before the arranged date for installation, you must not unpack, install or attempt to install the Equipment yourself.

7.6  If we are providing the Equipment to you free of charge under clause 2.2.1 of these Terms (i.e. for a Monso Service Membership), responsibility and risk for the Equipment will be yours once we have delivered it to you. For Monso Service Memberships, in accordance with clause 2.2.1, ownership of the Equipment shall not pass to you at any point and shall remain our property for the duration of and following expiry of the Membership and nothing in these Terms should be interpreted as transferring title to the Equipment from us to you. Responsibility and risk of the Equipment will pass to you once we have delivered it to you.

7.7 Sometimes because of very low mains water pressure feeding, booster pump will be required for best customer satisfaction. If you suffer from low water pressure you can inquire from us to install the booster pump to your water purifier system. For pump installation, you will be charged £120 and the pump has 1 year warranty.

Your obligations

You agree to:

8.1  prepare (at your own cost) the proposed Installation address for installation of the Equipment.

8.2  operate the Equipment in accordance with the “Ownership and Care Guide” provided to you by us on installation of the Equipment or any additional or replacement guides that we may tell you about copies of which will be available for download from our website.

8.3  only use supplies or materials supplied or approved by Us.

8.4  not alter, adapt or connect any other device to the connecting pipe work installed by us;

8.5  not alter or adapt the Equipment;

8.6  Under Membership Agreements you additionally agree to:

8.6.1  not attempt to install or modify the Equipment in any way;

8.6.2  allow us to change the filters, UV lamps and servicing the product when due every 6 months;

8.6.3  inform us of any changes to your personal contact details;

8.6.4  inform us as soon as is reasonably practical of any faults with the Equipment;

8.6.5  allow us all necessary access to the Equipment for the purpose of repairing the Equipment;

8.6.6 ensure that if we are providing the Equipment to you free of charge under clause 2.2.1 of this Terms, the Equipment remains identifiable at all times as being our property and for businesses wherever possible ensure that a visible sign to that effect is attached to the Equipment;

8.6.7  not to move or attempt to move the Equipment from the Installation Address without notifying us.

8.6.8  If you wish to move the Equipment to a new location, you shall notify us and we shall reinstall the Equipment on your behalf subject to these Terms and clause 12.7.3 in particular. You shall be liable for any damage to the Equipment which results from your failure to comply with this clause.

Membership Term and Renewal

9.1  Membership shall commence on the date of the installation of the equipment or on the renewal of the subscription. It is subject to early Cancellation conditions in accordance with these Terms and shall remain in force for the Minimum Membership Period.

9.2  For Monso WaterCare Memberships, if you wish to cancel the Membership, you must notify us at least 30 days before the end of the Minimum Membership Period. If you fail to do so, the Membership shall automatically renew for a further Minimum Membership period of 12 months.

9.3  For Monso Service Membership, if you wish to cancel the Membership, you must notify us at least 30 days before the end of the Minimum Membership Period. The Minimum Membership period for Monso Service Membership for the Water Purifiers is 36 Months from the date of the first installation of the Equipment or order of your first Membership. After finishing 12 Months Membership Period, you may cancel the Membership, you must notify us at least 30 days before the rolling date of each month.

Your Cancellation Rights

10.1  All Purchase and Membership Agreements are provided with a 30 day satisfaction guarantee.

10.1.1  For new Purchase and Membership Agreements if you are not satisfied with the Equipment or our service then you may cancel your order by providing notice to us, by telephone only, within 30 days of installation (where Equipment is being provided and installed) or from the date the Agreement commenced. If you cancel your Membership in this 30 day period Charges already paid shall be refunded.

10.1.2  For renewals of Monso Service or Monso WaterCare Memberships if you are not satisfied with our service then you may cancel your order by providing notice to us, by telephone only, within 30 days of the date of renewal. Termination is subject to us receiving Consumables for the period no longer being renewed in unopened original packaging having not been used. After our Mody (Monso Lady) visit, changed filters and serviced products during the visit, there is no right to cancel for any reason. Returns will only be accepted if sent by “Royal Mail Signed For® 2nd Class” to:

CUSTOMER CANCELLATION RETURNS

Monso

Unit 1, Palm Tree Court

4 Factory Lane

London

N17 9fl

Proof of sending may be required at our discretion.

10.2  You may cancel any Membership on giving 30 days’ notice to us of your intention to cancel (in accordance with Clause 10.3 below). To exercise the right to cancel under clauses 10.1 and 10.2, you must contact us by telephone on 020 888 666 60.Termination is subject to:

10.2.1  payment of all outstanding Charges and all future charges up to the end of the remaining Minimum Membership Period. There will be no refunds or credits for partially used periods. and;

10.2.2  under Service Memberships, return of any Equipment provided. To return the Equipment you must call us to arrange for one of our engineers to uninstall and collect the Equipment.

10.3  You can cancel your Membership subscription between us by contacting us by telephone if:

10.3.1  we breach this agreement in any material way and we do not correct or fix the situation within 30 calendar days of you asking us to in writing;

10.3.2  we go into liquidation or a receiver or an administrator is appointed over our assets;

10.3.3  we change these Terms under clause 5.2 to your material disadvantage and you notify us of your intention to cancel within 30 days.

10.3.4  after the Initial Minimum Membership Period we increase the Charges under clause 14.9, and you notify us of your intention to cancel within 30 days.

10.4  Upon receipt of your intention to cancel Cancellation, if we are providing the Equipment to you free of charge under clause 2.2.1 or 2.2.3 of these Terms, we will contact you to arrange collection of the Equipment. Final termination is subject to you providing full access to allow us to remove the Equipment with 30 Working Days from date of receipt of your intent to cancel.

10.5  If you cancel Membership as set out in clause 10.1 or 10.2 or 10.3 above and the Equipment has been delivered to you at the Installation address but not installed, you shall arrange for the Equipment to be returned to us (at your cost) or make it available for collection by us at our option, without delay.

10.6  If you cancel any Agreement under the 30 day satisfaction guarantee:

10.6.1  where you have purchased and own the Equipment, it must be returned in a re-sellable condition; we will arrange for one of our technicians to visit you to uninstall the Equipment

10.6.2  where we are providing Equipment to you free of charge and you cancel a Membership Agreement (as defined in Clause 2.2) after the Equipment has already been installed at the time of cancellation, we will arrange for one of our technicians to visit you to uninstall the Equipment. Our responsibility to you will be limited to ensuring that any hole is plugged. We will endeavour where possible to match the colour of your work surface but no guarantee is given as to any colour match. The non-return valve that we fit to your mains water supply when we install the Equipment will be put in the ‘off’ position. Subject to clause 16, we will not be responsible for any loss or damage you may suffer after we have uninstalled the Equipment.

10.7  We can terminate any Purchase or Membership between you and us at any time if you:

10.7.1  do not pay us the Charges or any other sums you owe to us when you are supposed to under these Terms and fail to make such payment within 14 days of our notice to you; or

10.7.2  You materially breach a Membership Agreement in any other way and you do not correct or fix the situation within 30 calendar days of us asking you to in writing.

Consequences of Cancellation

 

Upon Cancellation of a Membership for any reason:

11.1  Under Monso Memberships you shall, at a time of our choosing, within 30 days, allow us or our representatives access to the premises where the Equipment is located for the purpose of removing the Equipment or delivering the Equipment to us at your cost or return the Equipment to us in good condition (fair wear and tear excepted); and


11.2  When you take your chosen Monso Memberships for a minimum period, you agree to continue those services at your current address for that minimum period. Typically, the minimum period will be 12, 36 or 60 months, but we will have agreed with you your minimum period before the start of your Monso Membership service(s) and you can find details of your minimum period in your Residential Services Contract (or service receipt). 

11.3  you shall pay all Charges and any other sums due up to the date of termination.

11.4  You shall pay Full amount of the product you purchased in respect of each item of Equipment not returned to us in good working order, under clause 11.1

 

11.5  Under the term of Monso WaterCare Membership you shall pay full amount of the Monso WaterCare Membership, if you terminate the Monso WaterCare Membership before the Minimum Period (12 Months) expires.

 

11.6  Under the term of Monso Service Membership, After Minimum Membership Period (12 Months), you may cancel your membership, you shall pay us a fee in the amount calculated by the formula set forth below.

 

If you terminate the Monso Service Membership before the Initial Term (36 Months) expires (“Early Termination”).

 

Full payment of such penalty amount shall be made to us within ten (10) business days from the date of such Early Termination.

50 percent of the amount obtained by multiplying: (i) the monthly rent amount divided by 30, and (ii) number of days remaining under this Agreement.

 

11.7  Early Termination Fees vary between customers as the calculation of how much is charged depends on the services that you have, how much you pay for those services and how much of your minimum period remains for each service.

Early Termination Fees are calculated on an individual customer basis, for example, if your package includes Monso WaterCare Membership, so we are unable to provide you with an exact amount here on this page for your particular Early Termination Fee. If you contact us to cancel part or all of your services we will tell you your actual Early Termination Fee.

 

11.8  The Early Termination Fee will not be more than the charges you would have paid for the services for the remainder of the minimum period and will be less any costs we save, including the cost of no longer providing you with the services.

If you move to another address and we have agreed with you to continue providing you with the same Monso Membership services at your new address, an Early Termination Fee will not be applied and the remainder of your minimum period will continue at your new address.

Membership

12.1  In the case of “Monso Service” or “Monso WaterCare” Membership Agreements your Monso Membership will start on the day of installation of the Equipment and will continue until termination of the Membership.

12.2  Monso Memberships entitle you to receive the services described in this clause 12 and we will make every effort to provide you with these services. Sometimes we may be prevented from providing a service because of something beyond our reasonable control. Clause 17 sets out what we will do if this happens.

12.3  We may also have to suspend one or more of the services if we have to deal with technical problems. Unless the problem is urgent or an emergency, we will contact you in advance to let you know when this occurs.

12.4  We may also suspend one or more of the services with immediate effect if you do not pay us any sums which you owe to us on the due date for payment until such time as we have received payment of the outstanding sums from you but without affecting our right to terminate the agreement between you and us in accordance with these Terms. You will still be liable for all charges during any period of service suspension under this clause.

12.5  During the first 12 month period of the Membership and subject to you complying with the Membership Agreement we will:

12.5.1  install your first 6 month long-life filters and UV lamp (for some models) at initial installation

12.5.2  visit your home and change with a new 6 month long life filter after 6 months later than installation date.

12.6  During the next 12 month period of the Membership and annually thereafter for the rest of the term of the Membership or renewed Membership (subject to you having paid all Charges due to us) we will:

12.6.1  visit your home and change required filters with the optimum service cycle at the beginning of the 12 month period, and 

12.6.2  servicing your airtight tank

12.6.3  examination of product function ensures your product  to perform in the best condition 

12.6.4  sanitation of your product to ensure cleanliness and hygiene of the water you drink with our innovative new atomizer 

12.6.5  sterilise the products to be free from bacteria and microorganisms with advanced electrolysis water technology

12.7  During the term of the Membership and subject to you paying the Charges we will:

12.7.1  provide you with a telephone help line and support during our usual business hours

12.7.2  repair and/or, replace any faulty Equipment supplied by us at the Installation address under “Monso Service” or “Monso WaterCare” Membership unless such repair is as a result of misuse or mistreatment of the Equipment, or other damage caused to the Equipment by you or damage to internal or external parts caused by insects, or the equipment is infested by insects. If we choose to replace the Equipment we may do so with reconditioned (not new) Equipment, at our discretion. This does not extend to replacing external plastic parts of the Equipment or its casing that may require to be changed for aesthetic reasons;

12.7.3  reinstall the Equipment for you at a new location free of charge (residential customers only).

12.8  Any Consumables or other products ordered by you shall be sent to you 7 days after receipt of payment for such products.

12.9  On a Purchase your Monso Equipment, you can opt to purchase Consumables on a pay-as-you-go basis, or alternatively sign up to a Monso WaterCare Membership subject to what is currently available on our website or by phone.

12.10  Monso WaterCare Memberships maybe be ordered at any time, but if ordered outside of Warranty or an existing Monso WaterCare Membership then the Repair and Replacement service shall not be a valid during the first 12 months Minimum Membership period.

12.11  At your request we may carry out inspections and repairs for work outside of the scope of the services offered by the Monso Membership such work is chargeable to you including technician call out charges.

12.12  We shall provide all services under the Monso Membership with reasonable care and skill.

12.13  If you require a repair to be made to the Equipment, please contact our Customer Service team by telephone on 020 888 666 60. We will require you to run a series of checks on the Equipment and we shall attempt to rectify the fault over the phone. If following these checks, it is not possible to rectify the fault over the phone, we shall arrange for one of our technicians to visit and repair the Equipment. If during such a visit, the technician finds no fault with the Equipment, you shall be obliged to pay for the cost of the technicians visit. Subject to clauses 12.1 to 12.4, we shall endeavour to repair the Equipment within seven Working Days of you contacting us.

12.14  The services offered as part of your Monso Membership are in addition to your statutory legal rights in relation to the Equipment if it is faulty or not as described.

Upgrade Option for you if you have a Monso Service Membership

You have an option to upgrade your water purifier anytime you want 

13.1   if you have a Monso Service Membership one of water purifier models (Ferry, Nadi, Domino), you have an option to upgrade anytime you want after passing 30 days of satisfaction guarantee period. Please contact our Customer Service team by telephone on 020 888 666 60.

 

13.2  if you have a Monso Service Membership one of water purifier models (Petit, Windy, Sally, Neo, Harry, Sally-2, Rossi, Metro) you have an option to upgrade anytime you want after passing 12 months Membership Period. Please contact our Customer Service team by telephone on 020 888 666 60.

 

13.3  When we have agreed with you to Upgrade the Monso Membership you have then a new minimum period may apply for those Monso Service Membership and the service start date for that new minimum period will be the date that the equipment is upgraded at your address.

 

Upgrade Option for you if you are a Monso WaterCare Membership

 

You have an option to upgrade your water purifier anytime you want 

 

14.1  if you have a Monso WaterCare Membership one of water purifier models (Ferry, Nadi, Domino), you have an option to upgrade anytime you want. Please contact our Customer Service team by telephone on 020 888 666 60.

 

14.2  if you have a Monso WaterCare Membership one of water purifier models (Petit, Windy, Sally, Neo, Harry, Sally-2, Rossi, Metro) you have an option to upgrade anytime you want. Please contact our Customer Service team by telephone on 020 888 666 60.

 

14.3  When we have agreed with you to Upgrade the Monso WaterCare Membership you have then a new minimum period may apply for those Monso WaterCare Membership and the service start date for that new minimum period will be the date that the equipment is upgraded at your address.

 

Moving home outside of or within the Monso Service Area

 

15.1  If you move to an address that is outside of the service area during any minimum period you may need to pay the Early Cancellation Fee described in 11.

15.2  If you move to another address within our service area, you may ask us to install your Monso Equipment to your new address. You must provide at least 30 days’ notice to do this.

15.3  If you move to an address within our service area, we cannot guarantee to install your Monso Equipment to your new address, for example you may move to a home that where there is not enough space for your Monso Equipment in your kitchen. If this happens and we are unable to provide services to you, or if what we can provide is not equivalent to the service we have provided to you at your previous address, then you can change your Monso Equipment which is more suitable to your new kitchen, if you want to cancel your services in this case and you will need to pay an Early Termination Fee.

15.4  If we agree to install the Monso Equipment to your new address, you may have to pay an Equipment Installation charge (to be paid to Monso Payments).

 

15.5  Monso service does not cover all of the UK – please contact with our customer services team by 020 888 666 60 to check availability. If you move to a property outside our service area during your minimum period, you may have to pay an Early Termination Fee for ending your Membership early.  So, before taking a new membership service, if you think that you may move to a property outside of the Monso Service area before the end of your minimum period, one of our 30 day rolling contracts may be more suitable for you.

Warranty

16.1  The warranty described in Clause 13 is applicable for 12 months on Purchase Agreements. (Referred to in Clause 2.1). 

16.2  UK consumer protection laws may provide additional rules on warranty. The Monso Warranty does not in any way restrict the rights that you may have under such rules.


16.3  Warranty is not transferable.

16.4  The Warranty covers defects in materials and workmanship in all Equipment for one (1) year from the date of shipment, or installation if installed by a Monso authorised technician. The Warranty does not guarantee that Equipment will at all times operate without interruption or will be error-free.

16.5  If you have a valid claim under the Warranty we will repair or replace the defective product free of charge.

16.5.1  If during the Warranty Period you submit a valid claim we will, at our option, repair the Equipment using new or previously used parts, or replace the Equipment with Equipment that is at least functionally equivalent to the installed Equipment and is formed from new and/or previously used parts.

16.5.2  Any parts which are returned to Monso will become the property of Monso.

16.6  Please retain your proof of purchase. If you do not have your proof of purchase we will need to verify your address and identification vs. those used when making your Purchase or entering your membership.

16.7  Repair and exchange of Products must occur to and from the same address and must be the delivery address on your order confirmation unless you have organised a property relocation with Monso and one of our authorised technicians.

16.8  If we determine that the problem is not covered under the Warranty, we will notify you and inform you of service or replacement alternatives that are available to you for an additional fee.

16.9  The replacement of your Water Purifier Unit or any part of your Water Purifier Unit under warranty will not extend the period of warranty.

16.10.  Monso shall not be liable for costs, damages or repairs incurred as a result of, due to, or from, including but not limited to:

16.10.1  Purchases of products from unauthorized dealers or re-seller / auction sites such as ebay;

16.10.2  Careless operation or handling, misuse, abuse and/or lack of maintenance;

16.10.3  Use of consumables, parts and accessories other than those produced or recommended by Monso;

16.10.4  Failure to change all Consumables or carry out recommended maintenance (e.g. filter changing) at the recommended periods;

16.10.5  External sources such as weather, electrical outages or power surges;

16.10.6  Repairs, installations, re-locations, re-installs or alterations carried out by unauthorised parties or agents;

16.10.7  Normal wear and tear (e.g. fuse etc.);

16.10.8  Cosmetic damage, including but not limited to scratches, dents and broken plastic;

16.10.9  Deliberate damage or neglect of the product;

16.10.10  The unblocking of drainage channels or similar related to your properties plumbing;

16.10.11  Failure to follow Monso’ s instructions and/or installation guidelines.

16.10.12  Infestation of insects or bugs

16.11  Your remedy for breach of this warranty is limited:

16.11.1  Monso   will not be liable for any consequential damages or incidental damages you may incur in connection with your purchase and use of your appliance;

16.11.2  Any loss suffered as a result of not being able to use the product or any loss other than the repair or the replacement cost of the product;

16.11.3  We reserve the right to charge for the expense of a service call, when no fault has been found with the product on inspection.

16.12  Monso reserves the right to change the method by which we may provide warranty service to you.

16.13 The warranty of the Booster Pump is applicable for 12 months from the date of installation in your Water Purifier System.

Charges and Payment

17.1  You shall pay the Charges as specified in the Agreement, such Charges being payable on the date set out in the Agreement.

17.2  To see what payment methods we are currently accepting, check our website or call us on 020 888 666 60.

17.3  By entering a Purchase Agreement and paying through any third party, you subscribe to that third party’s terms and conditions

17.4  By starting a Monso Membership you agree for us to charge you a monthly membership fee at the then current rate. You will be charged each month’s membership by the payment method you have chosen. This will continue until you cancel as per clause 10.

17.5  The Charges shall include VAT. For businesses we may quote amounts excluding VAT.

17.6  We reserve the right to charge you an administration fee of £20 for each failed payment.

17.7  If you pay us by direct debit or recurring card payment you authorise us to collect any and all sums owed by you to us from your designated bank account or bank card.

17.8  You shall pay the Charges for Cosmetic damage, including to scratches, dents and broken plastic; if you cancel your Membership during the 30 days of satisfaction guarantee period.

17.9  You shall be responsible for all damage and loss to the Equipment. If the Equipment is scratched, damaged or destroyed, you shall pay to us on demand the replacement cost of any items so lost, scratched, damaged or destroyed, and we shall be entitled to utilise any payment made by the Customer towards the replacement of such items, if it is not enough, we shall invoice you for all charge to you.

Monso Service Membership Registration Fee

18.1  For each Monso Products, there are registration fee for Monso Service Membership. This Registration Fee should be paid during the creating membership and before the installation of Monso product to your home. This Registration Fee is not refundable after 30 days from the start date of Monso Service Membership. This Registration Fee is only refundable if you cancel your membership in the 30 days of satisfaction guarantee period. 

Overdue Payments

19.1  You must pay all sums due to us from you by the due date for payment, or by any other date that we may agree with you. We have the right to charge interest at the rate of 3% per year above the base lending rate of HSBC Bank Plc, on all overdue amounts. This interest will be calculated on a daily basis from the due date until the date of payment. We reserve the right to make a reasonable charge for our reasonable administration and legal costs which result from recovering overdue sums owed to us by you.

19.2  If you fail to pay us any sums when due we have the right to demand or collect payment of all amounts both outstanding or that will be charged in the remainder of any Minimum Membership Period. These amounts shall all fall due for payment within 7 days after our communication notifying you of all outstanding amounts due. Overdue accounts may be escalated through outsourced credit control partners. Where outstanding amounts remain unpaid they may be escalated through our debt collection partners and, where necessary, legal channels. Such activity can affect your credit rating.

Liability – PLEASE READ CAREFULLY

20.1  The Equipment is supplied for domestic and business use. We shall not be liable for any losses relating to any business of yours, for example, lost revenue, income or profits or any interruption to your business.

20.2  You have legal rights if the Equipment or Consumables are faulty, or if it is not as we have described, or if the services provided as part of the Monso   Membership were not carried out with reasonable skill and care. Further information and advice about these legal rights is available from your local Citizens’ Advice Bureau or Trading Standards office.

20.3  If we fail to comply with these Terms, we are responsible for loss or damage you suffer that is a foreseeable result of our non-compliance or negligence. This means we will be responsible for any loss or damage if it was an obvious consequence of our non-compliance or if we knew that such loss or damage may result from our non-compliance at the time of entering into this contract.

20.4  Subject to clause 16.7, we will not be liable for any loss or damage suffered by any person who does not operate the Equipment in accordance with the Ownership and Care Guide provided to you on installation, or any replacement guides.

20.5  When we install the Equipment you agree that we will carry out the necessary work as part of the normal installation procedure. We will make good any damage to your property caused by us in the course of installing the Equipment and/or providing the services provided as part of the Monso   Membership. This does not include work that alters any part of your property as part of the normal installation procedure (e.g. if we need to drill a hole in a worktop to install the Equipment). We shall not be responsible for the cost of repairing any pre-existing faults or damage to your property that we discover in the course of installation and/or performance of the services.

20.6  We guarantee that the valves and pipework we install connecting your mains water supply to the Equipment will be free from defects in workmanship and for a period of 12 months from the Installation date. Subject to clause 16.7 we will not be liable for any loss or damage suffered by any person with respect to faulty valves, pipework, or workmanship if:

a period of twelve months has passed from the date of installation of the Equipment or,

a period of one month has passed from removal of the Equipment

a fault arises due to willful damage, abnormal working conditions, failure to follow instructions, misuse, alteration or unauthorised repair, improper maintenance or negligence on the part of you or a third party

20.7  We do not exclude or limit in any way our liability for:

20.7.1  death or personal injury caused by our negligence or the negligence of our employees, agents or subcontractors;

20.7.2  fraud or misrepresentation;

20.7.3  breach of the terms implied by section 31 (goods) and section 57 (services) of the Consumer Rights Act 2015; and

20.7.4  defective products under the Consumer Protection Act 1987.

20.7.5  Our maximum liability to you shall be £100,000 except with respect to any liability under clause 16.7 in which case our liability to you is unlimited.

20.8  Nothing in these Terms will affect your legal rights.

Things beyond our reasonable control

21.1  We will not be liable or responsible for any failure to perform, or delay in performance of, any of our obligations under any type of Agreement that is caused by an event beyond our reasonable control (such as strikes, lock-outs or other industrial action by third parties, civil disorder, acts of terrorism, war, epidemics, exceptionally severe weather, fire, explosions or acts or omissions of others for whom we are not responsible).

21.2  If an event beyond our reasonable control takes place that affects the performance of our obligations under an Agreement we will contact you as soon as reasonably possible. The performance of our obligations will be suspended during the duration of the event and we shall either redeliver or re-start the performance of our obligations as soon as is reasonably possible after the event is over. You are not required to pay any sums which fall due during any period of suspension but this does not affect payment of sums which fell due prior to this date which you must still pay us. You are still responsible for payments during any period of suspension if the suspension was due to non-payment of sums due by yourself.

21.3  You may cancel the Purchase or Membership with us without liability if an event beyond our reasonable control takes place and we are unable to provide you with the services under your Agreement or Membership. If you do, we will refund you any Charges you may have paid in advance for services that have yet to be performed.

21.4  We may have to cancel the Purchase or Membership before the installation of the Equipment due to an event beyond our reasonable control or the unavailability of the Equipment, or any of the items that make up your water purification supplies or technicians to install the Equipment. We will let you know as soon as possible if this happens. If we cancel the Purchase or Membership under this clause 16.4 we will refund you any payments you have made in advance.

21.5  If we have to stop providing you with any or all of the Monso Memberships, we will provide you with at least 30 calendar days’ prior notice in writing and you or we have the right to terminate the Membership between you and us. On such termination we will refund you any Charges paid in advance but we will not refund any Charges you have paid for services or Equipment usage which you have already benefited from.

Contact details

22.1 Our registered office address is Monso Limited, Unit 1, Palm Tree Court, 4 Factory Lane, London, N17 9FL. Company registration number 11301848.

22.2 If you have any questions or wish to provide feedback or make a complaint, please contact our Customer Service team on 020 888 666 60 or by e-mailing us at customerservice@monso.co.uk. We will make best efforts to reply to complaints within 7 days. Details of Monso Complaints Procedure are available on request. If we cannot resolve any complaints relating to the Agreement or services we provide and if you are a customer within the EU you have the right to submit your complaint through the Online Dispute Resolution platform at https://ec.europa.eu/odr for resolution.

22.3 Any type of notice relating to an Agreement must be in writing and delivered by email, by hand or sent by pre-paid post to us at the address shown in Clause 18.1 above.