Virtue Water LTD

Company Reg – 12828753

VAT no. – 377837538

Reg Office: Gf Ro 2nd Floor, 5 High Street, Westbury-On-Trym, Bristol, England, BS9 3BY

Call Centre: Henrietta Building North Mersey Business Park, Woodward Road, L337UY


Welcome to VirtueWater.co.uk

We would ask that you take the time to read these Terms and Conditions carefully. They explain several things including, for example, the rules covering your use of this site as well as other information regarding your rights. By using www.virtuewater.co.uk, you’ll be confirming that you have read and understood and agree to these Terms and Conditions. These Terms and Conditions may change from time to time and, if they do, the up-to-date version will always be available on the VirtueWater.co.uk website. We will indicate at the top of these Terms and Conditions when they were last updated.

Please ensure that you check these Terms and Conditions regularly to view any changes which may have been made, because by continuing to use the site after these Terms and Conditions have changed, you will be confirming that you have read and understood, and agreed to be bound by, any revised Terms and Conditions.

Your Information and Privacy

For a more detailed explanation of how we will collect, use and store information relating to you, and our commitment to protecting your privacy, please see our Privacy Policy. To learn more about how we use cookies on our site, please check out our Cookies section of the Privacy Policy.

Third Party Content

This site may contain some content which does not come from VirtueWater.co.uk, whether such content is posted by users or otherwise comes from anyone other than VirtueWater.co.uk (together, “Third Party Content”). Because of the open nature of the site, this Third-Party Content is not approved by VirtueWater.co.uk. We have to state that any views expressed in such Third-Party Content may not represent the views of VirtueWater.co.uk and that VirtueWater.co.uk shall not be responsible or liable for any Third-Party Content or for the consequences of the use of it.

We will include on the site Third Party Content that is personal opinion and political or controversial in its nature. These views do not necessarily reflect the views of VirtueWater.co.uk and we cannot accept any responsibility for those views.

We may keep an eye on Third Party Content from time to time but please note that we have no obligation to police it. If we have any concerns, we may remove Third Party Content from the site with or without notice.

If you have any concerns about content appearing on this site, please contact us at hello@virtuewater.co.uk

Proprietary Rights

All text, graphics, audio, video or image files, content, software, applications and information displayed on or available from this site, and all copyright, trademark rights, design rights and other intellectual property rights in them (together, the “Proprietary Content”) are the property of VirtueWater.co.uk, other Quoto Ltd companies, our users, suppliers or licensors. This includes, without limitation, the organisation and lay-out of the site and the underlying software that is owned by us, other Quoto Ltd companies, our users, suppliers, or licensors.

By using the site you’re agreeing that Proprietary Content is available for personal use only and that you will not copy, reproduce, publish, distribute, or dispose of in any way any Proprietary Content. Neither the Virtue name nor any other Quoto Ltd company name, trademark, logo, or design may be used or copied in any manner.

Links to Other Sites

VirtueWater.co.uk contains links to other third-party websites, resources, advertisements or sponsorships.

If you choose to access any of these links, you will be leaving VirtueWater.co.uk and since we don’t have any control over these sites, we are not responsible for the content, advertising, products, or services available from them, or for any dealings or disputes that you may have in relation to those sites. VirtueWater.co.uk is not liable for any loss or damage which may be suffered as a result of the use of such links and third-party sites. We would encourage you to review the terms and conditions and privacy policy on any new site you may choose to access because our terms and conditions and privacy policy will no longer be applicable.

We reserve the right to remove a link at any time.

Pop Ups

When using VirtueWater.co.uk, you may get pop-ups occasionally. We use these for many reasons, like competition entry forms and questionnaires to help us improve our service to you. Pop-up boxes from VirtueWater.co.uk are clearly marked with a heading from VirtueWater.co.uk.


If you have trouble using our website with certain web browsers or other software or if you want to let us know how we can improve accessibility, please let us know by emailing us at hello@virtuewater.co.uk. We appreciate your feedback, and your suggestions will help us to improve our service to you.

Site information and downtime

This site may be unavailable occasionally for maintenance, updating or otherwise. Where this happens, we apologise for any inconvenience caused. However, VirtueWater.co.uk shall not be liable for any loss, damages or inconvenience resulting from such unavailability.

At VirtueWater.co.uk we take great care in seeking to present accurate, transparent, and useful information to you as a user. However, as an open platform there is content on this site, which is not generated by us, for example Third Party Content, as described above. Therefore, we should let you know that information on this site might be out of date, incomplete, contain some errors or be in some way unreliable. Just to be sure, please check any information obtained from this site before acting upon it in any way.

Please note that we may make changes to the site, its functions, and services from time to time.

Other Limitation of Liability

It is important to note that using the internet does have its dangers. Our aim is to ensure a fast, reliable, and secure service and to protect your personal information. However, we cannot take responsibility for:

Law and Jurisdiction

These Terms and Conditions and any dispute in relation to them are governed by English law and we reserve the right to bring proceedings in the courts in any location, the English courts or whichever forum we feel is appropriate.

As a user, the laws of your location may apply to your online dealings with VirtueWater.co.uk and you may have additional legal rights and/or obligations than those provided under English law. We always recommend that you should seek local legal advice, however we would encourage you to speak to us if you have any concerns to see if they can be resolved.

Other terms

These Terms and Conditions and the Privacy Policy constitute the entire agreement between you, the user, and VirtueWater.co.uk in relation to your use of the site (which includes details on our approach to cookies) and supersede all prior agreements and arrangements between us in relation to your use of the site.

If any provision or part of these Terms and Conditions is or becomes illegal, invalid or unenforceable, the legality, validity and enforceability of all of the other provisions and parts of these Terms and Conditions will not be impaired.

No failure or delay by VirtueWater.co.uk in exercising or enforcing any right, power or remedy which arises under these Terms and Conditions shall operate as a waiver of that or any other right, power or remedy. No waiver by VirtueWater.co.uk shall be effective unless in writing and signed by an authorised representative of VirtueWater.co.uk.


Terms & Conditions

These terms and conditions (the “Terms”) form part of the Agreement between Virtue Water Limited (“we”, “us”, “our”) and the customer (“you”, “your”) for either, the Purchase of Virtue Water Equipment, or Virtue Water Warranty, (including the provision of Equipment).

Please note the limits on our liability set out in Clause 16.

Agreement these Terms, together with the terms in the Order Confirmation, governing your Purchase or Membership;
Charges the charges for the Virtue Water Purchase or Membership and the provision of Consumables and cost of your yearly service shown on the order or our warranty agreement;
Consumables Extra or replacement filters will be provided during your annual / yearly service. This is at a cost of £112 per year to maintain your 5 year warranty.
Equipment the equipment shown on the Order Confirmation and all additions, replacements, renewals or substitutions of such equipment and all related accessories, manuals and instructions provided for it;
Installation Address the address where the Equipment is to be installed will be shown on the Order Confirmation;
Warranty Period Your warranty will last for 5 years with Virtue Water if you purchase the full cost of the machine and installation with an expert from Virtue Water. This 5-year warranty will be based on committing to your yearly service and paying the cost yearly of £112. If you purchase a water ionizer on its own at the cost of £1499 you will receive a one-year warranty.
Order Confirmation the order confirmation will be emailed to you. You will also receive a copy of your warranty agreement, warranty, or finance agreement via email.
Finance You will receive a finance agreement with the finance provided. This is with the finance provider and not with Virtue Water Ltd.
Working Day this means Monday to Friday 9am-5pm except any bank or other public holidays in England and Wales.
Return policy You have 14 days to return your machine, this if you have purchased via the website for whatever reason.


We provide and have previously provided a number of ways to buy or access Virtue Water Equipment, Consumables and Services.

Provision, ownership and cost of Equipment

Purchase: Ownership of the Equipment passes to you at the point of installation.

Ordering from Us – Minimum Criteria

3.1 Before you submit an order to Virtue Water you should check that the proposed installation address has a 13 amp power socket within 1.5 metres and accessible mains water supply within 15 metres of the Installation address. We will not be able to install the Equipment if you have chosen expert installation on your order. If we cannot install the Equipment because these conditions are not met, we may cancel the Agreement.

3.2 By submitting an order, you are confirming that you own the property at the Installation address or have the permission of the owner of the property at the Installation Address to have the Equipment installed. We will not be responsible for any damage to the property caused by us in the course of installing the Equipment if either of these conditions is not met.

3.3 By submitting an order, you are confirming that you are over 18 years of age

3.4 By submitting an order for a product, you agree to provide us with personal details and update us when changes to your details occur, including any changes to email addresses and contact numbers. This information will be held and processed by us in accordance with our Privacy Policy.

3.5 All orders are subject to availability. If we are unable to supply you with the Equipment, we shall let you know as soon as possible, and we will provide you with a full refund of any payments you may have made, and we will not process your order. We may offer you an alternative product or service instead of a refund which you may accept or refuse.

3.6 We accept orders from customers and deliver to Installation Addresses in mainland England and Wales only. The images of the Equipment on our website and in any brochure are for illustrative purposes only. Although we have made every effort to display the machine accurately, we cannot guarantee it will look the same in your home.

3.7 If you do not select or purchase the expert installation package and purchase only the machine on its own we will not be responsible for installation of your machine. We can however offer expert help and tips for installation yourself.

Acceptance of orders and renewals

4.1 When you submit an order with us, this does not mean that we have accepted your order.

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 if you have selected the expert installation package.

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

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.

Changes to your Order

6.1 Once you have placed your order, and you wish to change this order you can email us via hello@virtuewater.co.uk or call us on 0330 043 0089 and we will try to change if possible.

6.3 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 or installation date.

Delivery or Installation

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

7.2 If you have not selected the expert installation package and have only purchased a machine on its own, we are not responsible for installation. But we can give help or tips via phone or email to help you install the machine yourself.

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 £150 for the failed installation.

7.4 Delivery of your order will be complete once we have delivered and installed the Equipment/ the machine.

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 if you have selected the expert installation package.

7.6 If we are providing the Equipment to you free of charge under clause e.g. for a sponsorship or as part of a competition/ incentive via our social media platforms, we are not responsible for installation of or damage to the machine caused during delivery.

  1. 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 how you were instructed by our installation team or water expert.

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:

8.61 not attempt to install or modify the Equipment in any way.

8.6.2 change the filters during your annual service to maintain your 5-year warranty.

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

8.6.7 If you wish to move the Equipment to a new location, you shall notify us, and we shall reinstall the Equipment on your behalf at a cost to you unless outlined by ourselves in writing.

Your Cancellation Rights

9.1 All Purchases have a 14-day cancellation period.

9.1.2 Cancelled purchases can receive a refund. Refunds can take up to 28 working days to go through.



Virtue Water

Henrietta Building North Mersey Business Park

Woodward Road


Consequences of Cancellation

Upon Cancellation of an order for any reason:
Cancellation of an order outside of the 14-day cancellation policy will mean you will lose your deposit paid if your order was made with a representative and not via the website.


13.1 The warranty with a machine purchased on its own is a one-year box warranty. Purchase of a machine and expert installation package comes with a 5-year warranty subject to having your machine serviced with us every year at cost of £112 per year.

13.2 UK consumer protection laws may provide additional rules on warranty. The Virtue Water Warranty does not in any way restrict the rights that you may have under such rules.
13.3 Warranty is not transferable.

13.4 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 Virtue Water authorised technician. The Warranty does not guarantee that Equipment will always operate without interruption or will be error-free. The warranty covers only the water machine and no existing pipework, or anything located outside of the machine.

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

13.5.1 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.

13.5.2 Any parts which are returned to Virtue Water will become the property of Virtue Water.

13.6 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.

13.7 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 Virtue Water and one of our authorised technicians.

13.8 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.

13.9 The replacement of your carbon filter or any part of your carbon filter under warranty will not extend the period of warranty.

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

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

13.10.2 Careless operation or handling, misuse, abuse and/or lack of maintenance.

13.10.3 Use of consumables, parts and accessories other than those produced or recommended by Virtue Water

13.10.4 Failure to change all Consumables or carry out recommended maintenance (e.g. descaling) at the recommended periods;

13.10.5 External sources such as weather, electrical outages, or power surges.

13.10.6 Repairs, installations, re-locations, re-installs, or alterations carried out by unauthorised parties or agents.

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

13.10.8 Cosmetic damage, including but not limited to scratches, dents, and broken plastic.

13.10.9 Deliberate damage or neglect of the product.

13.10.10 The unblocking of drainage channels or similar related to your properties plumbing.

13.10.11 Failure to follow Virtue Water instructions and/or installation guidelines and videos.

13.10.12 Infestation of insects or bugs

13.11 Your remedy for breach of this warranty is limited:

13.11.1 Virtue Water will not be liable for any consequential damages or incidental damages you may incur in connection with your purchase and use of your appliance.

13.11.2 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.

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

13.12 Virtue Water reserves the right to change the method by which we may provide warranty service to you.

Charges and Payment

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

14.2 To see what payment methods we are currently accepting, check our website or email us on hello@virtuewater.co.uk

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

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

14.5 If you pay us for your servicing over the 5 years over of your warranty, by direct debit you authorise us to collect any and all sums owed by you to us from your designated bank account.

Overdue Payments

15.1. 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. Any unpaid amounts may be passed to a debt collector.


16.1 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.

16.2 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 Virtue Water installation 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.

16.3 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 Virtue Water installation.

16.4 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, we will not be liable for any loss or damage suffered by any person with respect to faulty valves, pipework, or workmanship if:

  1. a period of twelve months has passed from the date of installation of the Equipment or,
  2. a period of one month has passed from removal of the Equipment
  3. a fault arises due to wilful 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

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

16.6.1 death or personal injury caused by our negligence or the negligence of our employees, agents, or subcontractors.

16.6.2 fraud or misrepresentation.

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

16.6.4 defective products under the Consumer Protection Act 1987.

16.7 Nothing in these Terms will affect your legal rights.

Things beyond our reasonable control

17.1 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, lockouts 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).

17.2 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.

17.3 You may cancel the Purchase or warranty 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.

17.4 We may have to cancel the Purchase or warranty 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.

Contact details

18.1 Our registered office address is Virtue Water Henrietta Building, North Mersey Business Park, Woodward Road L337UY

18.2 If you have any questions or wish to provide feedback or make a complaint, please contact our Customer Service team by e-mailing us at hello@virtuewater.co.uk . We will make best efforts to reply to complaints within 7 days.