Booking Terms & Conditions

Last updated: October 2026

These Booking Terms & Conditions apply to the purchase and installation of a Hydronexa home water filtration system. By selecting a package, submitting your booking details and paying the booking deposit, you confirm that you have read and understood these terms.

Your Booking

Your booking will specify:

• The filtration package selected
• The total installation price, inclusive of all applicable charges. Hydronexa is not currently VAT registered and therefore does not charge VAT on its prices.
• The £20 booking deposit
• The remaining balance payable on the day of installation
• The agreed or selected installation date
• The services and equipment included within the selected package

Booking Deposit and Cancellation

A £20 booking deposit is required to secure the customer’s selected installation date. The deposit is deducted in full from the final installation balance and is therefore not an additional charge.

The customer may cancel their booking within 24 hours of payment of the booking deposit and request a refund of the deposit, subject to any statutory cancellation rights that may apply.

After this 24-hour period, if the customer cancels the appointment, fails to provide reasonable access, or otherwise prevents the agreed installation from taking place, Hydronexa may retain the £20 deposit to the extent reasonably necessary to cover direct costs or losses incurred as a result of the cancellation or failed appointment, including reasonable travel and appointment-related costs.

If Hydronexa attends the customer’s property at the agreed time and the customer then decides not to proceed with the installation for reasons unrelated to any fault or failure by Hydronexa, the £20 deposit may be retained to cover the reasonable direct costs incurred in attending the appointment.

Where cancellation or non-completion is due to Hydronexa, or where the customer has a statutory right to a refund or cancellation, the deposit will be refunded or otherwise dealt with in accordance with applicable law.

Payment

The remaining balance shown at the time of booking is payable in full on the day of installation.

The customer is responsible for ensuring that the agreed payment method and sufficient funds are available when payment becomes due.

Hydronexa is entitled to withhold final handover and/or commissioning of the installation where payment of an amount properly due under the contract has not been paid in full.

Where an amount remains unpaid after it becomes due, Hydronexa reserves the right to seek recovery of the outstanding amount through lawful means.

Nothing in these terms prevents Hydronexa from exercising any lawful rights available to it in relation to unpaid invoices or other amounts due.

Installation

A standard Hydronexa installation generally takes approximately 2–3 hours. Installation times are estimates and may vary depending on the circumstances of the installation.

The installation service will be carried out with reasonable care and skill.

The installation price covers the work and equipment specifically included within the customer’s selected package. Any additional work or materials that are not included within the selected package will be explained to the customer and, where additional payment is required, agreed with the customer before that additional work is undertaken, except where immediate action is reasonably necessary to prevent damage or address a safety issue.

Suitability of the Installation Location

Customers are responsible for providing accurate information about their property where requested.

The filtration system requires appropriate water pressure and sufficient space beneath the sink for the equipment.

If a customer is unsure whether their home is suitable, they should contact Hydronexa before booking and provide information regarding:

• Their normal household water pressure; and
• The approximate space available beneath the sink.

Hydronexa will provide guidance based on the information supplied. If the information supplied is inaccurate or materially incomplete, Hydronexa cannot guarantee that the installation can proceed as originally planned.

Existing Plumbing and Property Conditions

The customer is responsible for informing Hydronexa of any known issues affecting the installation area, including leaks, damaged plumbing, restricted access or other relevant defects.

Hydronexa is not responsible for damage or failures arising from pre-existing defects, deterioration, unsuitable plumbing, inadequate water pressure or other conditions that were not caused by Hydronexa’s installation work.

Where an issue is identified before or during installation, Hydronexa will explain the situation and, where appropriate, discuss the available options before carrying out additional chargeable work.

Dedicated Filtered-Water Tap

The filtration system requires a separate dedicated filtered-water tap.

The dedicated tap is intended for dispensing filtered water and is not intended to replace the main kitchen tap for high-flow household activities such as washing dishes. The customer’s existing kitchen tap therefore remains necessary for normal household use.

Filters and Maintenance

The customer acknowledges that filtration components are consumable items and require periodic replacement.

Unless otherwise stated for a particular package:

• Standard filters should generally be replaced approximately every 6 months.
• The reverse osmosis membrane generally requires replacement approximately every 2–3 years.

Actual replacement intervals may vary depending on usage, water conditions and manufacturer recommendations. Failure to maintain or replace consumable components in accordance with the applicable recommendations may affect system performance and may affect the manufacturer’s warranty where permitted by the relevant warranty terms.

Manufacturer’s Warranty

The filtration equipment is subject to the applicable manufacturer’s warranty, currently stated as 3 years, subject to the manufacturer’s warranty terms and conditions.

The manufacturer is responsible for warranty claims relating to defects in the equipment itself, subject to the manufacturer’s warranty conditions. Hydronexa is responsible for its own installation workmanship and obligations arising from the installation service.

Nothing in these terms removes or restricts any legal rights the customer has against Hydronexa or any rights the customer may have against the manufacturer.

Hydronexa Installation Workmanship

Hydronexa will carry out the installation with reasonable care and skill. Where an issue arises that is directly attributable to Hydronexa’s installation workmanship, Hydronexa will assess the issue and, where legally required, provide the appropriate remedy.

Hydronexa is not responsible for faults arising from:

• Defective or faulty manufacturer equipment;
• Pre-existing plumbing defects;
• Incorrect use of the system;
• Failure to maintain or replace filters;
• Unauthorised modification of the system;
• Damage caused after installation by the customer or a third party; or
• Circumstances outside Hydronexa’s reasonable control.

Cancellation and Consumer Rights

Nothing in these terms limits or removes any statutory consumer rights. Where the customer has a statutory right to cancel the contract, the applicable cancellation period and procedure will be provided to the customer.

Where the customer requests that installation begins before the expiry of an applicable cancellation period, any legally required express request or acknowledgement will be obtained.

Where a customer cancels after work has legitimately commenced, any amount payable for services already supplied will be dealt with in accordance with applicable law.

Any retention of the £20 booking deposit following cancellation will be subject to applicable consumer law and will not be applied where doing so would be unlawful or unfair.

Rescheduling

Customers should contact Hydronexa as soon as possible if they need to change their installation date. Hydronexa will make reasonable efforts to accommodate a requested alternative date.

Where a customer repeatedly fails to attend, refuses reasonable access, or otherwise prevents an agreed installation from taking place, Hydronexa may treat the appointment as cancelled or rescheduled in accordance with applicable law and any reasonable costs actually incurred.

Customer Access and Cooperation

The customer must provide Hydronexa with reasonable access to the property and installation area at the agreed time. The customer must ensure that the installation area is reasonably accessible and free from unnecessary obstruction.

Where Hydronexa is unable to carry out the installation because reasonable access has not been provided, the installation may need to be rescheduled.

Water Quality Measurements

Where included as part of the installation service, Hydronexa may take a TDS measurement using a TDS meter before and/or after installation.

A TDS reading is a measurement of dissolved substances/conductivity-related characteristics and is not a comprehensive assessment of drinking-water safety or a test for individual contaminants. Hydronexa does not represent that a TDS reading alone establishes that water is safe, unsafe, contaminated or free from any particular substance.

Use of the System

The customer is responsible for using the filtration system in accordance with the manufacturer’s instructions and any instructions provided by Hydronexa. The customer must not modify, dismantle or interfere with the filtration system or its connections except where expressly permitted by the manufacturer or Hydronexa.

Limitation of Liability

Nothing in these terms excludes or limits liability that cannot legally be excluded or limited, including liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, or any other liability that applicable law does not permit Hydronexa to exclude or limit.

Subject to the above, Hydronexa shall not be responsible for loss or damage arising from matters outside Hydronexa’s reasonable control or from circumstances for which Hydronexa is not responsible, including defects in manufacturer-supplied equipment, pre-existing property defects, misuse, unauthorised modifications, failure to maintain the system, or failure to replace consumable components.

Nothing in this section affects the customer’s statutory rights.

Complaints and Issues

If you experience a problem with your installation or filtration system, please contact Hydronexa as soon as reasonably possible.

We will investigate the issue and, where appropriate, determine whether it relates to:

• Hydronexa’s installation workmanship;
• The filtration equipment;
• Normal maintenance or consumable replacement;
• Existing plumbing or property conditions; or
• Another cause.

We will then explain the appropriate next step.

Statutory Rights

These terms do not affect any rights or remedies that the customer has under applicable UK consumer law. In particular, services supplied to consumers must be performed with reasonable care and skill, and terms attempting to remove those statutory protections may not be binding.

Governing Law

These terms are governed by the law of England and Wales, unless applicable consumer law requires otherwise. Any dispute will be subject to the jurisdiction of the courts of England and Wales, subject to any mandatory rights the customer may have under applicable consumer law.