Terms and Conditions - Hydro Chill™

Effective Date: 1st September 2025 Last Updated: 28th September 2025

1. Introduction and Acceptance

These Terms and Conditions ("Terms") govern your use of the Hydro Chill™ website and the purchase of our bespoke cold plunge systems. By accessing our website or placing an order, you agree to be bound by these Terms.

Company Details:

Trading Name: Hydro Chill™
Registered Address: 36 London Road Alderley Edge SK9 7DZ
Contact Email: info@hydrochill.co.uk
Phone: 0044 1625 838380
VAT Registration: 426592773

2. Bespoke Product Nature and Consumer Rights

2.1 Bespoke Manufacturing

All Hydro Chill™ systems are bespoke products manufactured to individual customer specifications and requirements. Each system is:

Custom-designed based on customer requirements
Handcrafted to order over a 6-week period
Built with customer-specific customizations
Not suitable for resale to other customers

2.2 Consumer Rights Exclusions

UK Law: Under the Consumer Rights Act 2015, the right to cancel does not apply to:

Goods made to the consumer's specifications
Goods which are clearly personalized
Bespoke goods manufactured according to customer requirements

EU Law: Under EU Consumer Rights Directive (2011/83/EU), the right of withdrawal does not apply to:

Goods made to the consumer's specifications or clearly personalized
Custom-manufactured goods

2.3 Statutory Rights

Your statutory rights for faulty goods remain unaffected. You retain the right to:

Receive goods that conform to the contract
Remedies for defective products
Warranty protection as outlined in Section 8

3. Ordering Process and Contract Formation

3.1 Order Placement

Orders are placed through our website checkout process
All orders are subject to acceptance by Hydro Chill™
We reserve the right to refuse orders at our discretion
Contract formation occurs upon our order confirmation email

3.2 Order Confirmation

Upon order placement, you will receive:

Immediate order acknowledgment
Order confirmation within 24 hours
Production schedule and estimated completion date
Payment confirmation and receipt

3.3 Order Modifications

Orders may be modified within 48 hours of placement
Modifications after production commencement may incur additional charges
Significant modifications may affect delivery timelines

4. Pricing and Payment

4.1 Pricing

All prices are displayed in the relevant currency (GBP/EUR)
Prices include applicable VAT/taxes for your location
Prices are valid for 30 days from quotation
We reserve the right to adjust prices for currency fluctuations

4.2 Payment Terms

Deposit: 50% deposit required to commence production
Balance: Remaining 50% due before shipping
Payment Methods: Credit card, bank transfer, PayPal
Currency: Payments processed in GBP or EUR as applicable

4.3 Payment Security

All payments are processed through secure, encrypted systems
We do not store complete credit card information
Payment data is handled in compliance with PCI DSS standards

5. Manufacturing and Delivery

5.1 Production Timeline

Standard Production: 6-8 weeks from order confirmation
Custom Orders: 6-10 weeks depending on specifications
Peak Periods: Extended timelines may apply during high demand
Force Majeure: Delays due to circumstances beyond our control

5.2 Delivery Terms

UK Delivery: White-glove delivery and installation included
EU Delivery: Professional delivery and installation throughout EU
Delivery Window: 2-week delivery window provided before completion
Access Requirements: Customer must ensure suitable access for delivery

5.3 Risk and Title Transfer

Risk passes to customer upon successful installation
Title transfers upon full payment completion
Insurance coverage maintained until installation complete

6. Cancellation and Withdrawal Rights

6.1 Cancellation Before Production

Cooling-off Period: 14 days from order confirmation
Full Refund: Available if production has not commenced
Cancellation Fee: No fee if cancelled within 48 hours
After 48 Hours: 15% administrative fee may apply

6.2 Cancellation After Production Commencement

Due to the bespoke nature of our products:

No Cancellation Right: Once production begins, cancellation rights are excluded under UK and EU law
Exceptional Circumstances: Considered on case-by-case basis
Partial Refund: May be available minus costs incurred and 25% restocking fee

6.3 Cancellation Process

To cancel an order:

Contact us immediately at info@hydrochill.co.uk
Provide order number and cancellation reason
Await confirmation of cancellation acceptance
Refund processed within 14 days of acceptance

7. Returns and Exchanges

7.1 Return Limitations

Bespoke Product Exclusion: Returns are not accepted for bespoke products unless:

Product is faulty or defective
Product does not conform to agreed specifications
Delivery damage has occurred

7.2 Faulty Product Returns

If your system is faulty:

Notification: Contact us within 7 days of installation
Assessment: Technical assessment will be arranged
Resolution: Repair, replacement, or refund as appropriate
Costs: All costs covered by Hydro Chill™ for genuine faults

7.3 Return Process

For authorized returns:

Obtain Return Authorization Number
Professional dismantling and collection arranged
Product inspection upon return
Refund or replacement processed accordingly

8. Warranties and Guarantees

8.1 Product Warranty

Warranty Period: 2 years from installation date
Coverage: Manufacturing defects and component failures
Exclusions: Damage from misuse, normal wear, or lack of maintenance
Remedy: Repair, replacement, or refund at our discretion

8.2 Installation Warranty

Installation Guarantee: 12 months on installation workmanship
Coverage: Installation-related issues and defects
Response: On-site resolution within 48 hours

8.3 Warranty Claims

To claim warranty:

Contact customer service with issue description
Provide proof of purchase and installation date
Allow remote diagnostics if applicable
On-site inspection arranged if required

9. Limitation of Liability

9.1 Liability Limits

Our liability is limited to:

Maximum Amount: Purchase price of the product
Direct Damages: Only direct losses are covered
Exclusions: Indirect, consequential, or special damages excluded
Business Use: Additional limitations apply for commercial use

9.2 Liability Exclusions

We are not liable for:

Delays due to circumstances beyond our control
Damage caused by customer misuse or negligence
Third-party products or services
Loss of profits or business interruption

9.3 Statutory Rights

Nothing in these Terms excludes or limits liability for:

Death or personal injury caused by negligence
Fraud or fraudulent misrepresentation
Statutory rights that cannot be excluded under UK/EU law

10. Intellectual Property

10.1 Our Rights

Trademarks: Hydro Chill™ and related marks are our property
Designs: Product designs and specifications are proprietary
Content: Website content is protected by copyright
Patents: Any patents or patent applications are our property

10.2 Customer Rights

Usage Rights: Right to use the product for intended purposes
No Reproduction: No right to reproduce designs or specifications
Confidentiality: Customer specifications remain confidential

11. Data Protection and Privacy

11.1 Data Processing

Personal data is processed in accordance with our Privacy Policy
Data processing is necessary for contract performance
We comply with UK GDPR and EU GDPR requirements
Customer consent is obtained where required

11.2 Data Retention

Order and customer data retained for 7 years (legal requirement)
Marketing data retained until consent withdrawn
Technical data retained for warranty period plus 1 year

12. Force Majeure

12.1 Force Majeure Events

We are not liable for delays or failures due to:

Natural disasters, pandemics, or acts of God
Government actions, regulations, or restrictions
Labor disputes, strikes, or industrial action
Supply chain disruptions beyond our control

12.2 Force Majeure Procedures

In case of force majeure:

Customers will be notified promptly
Alternative arrangements will be explored
Extended delivery timelines will be provided
Cancellation rights may be offered in extreme cases

13. Dispute Resolution

13.1 Complaint Procedure

For complaints:

Initial Contact: Email info@hydrochill.co.uk with details
Response Time: We will respond within 48 hours
Resolution Attempt: Good faith effort to resolve amicably
Escalation: Management review if initial resolution unsuccessful

13.2 Alternative Dispute Resolution

EU Customers: Access to EU Online Dispute Resolution platform at ec.europa.eu/consumers/odr UK Customers: Access to relevant ADR schemes as applicable

13.3 Governing Law and Jurisdiction

UK Customers: English law applies, English courts have jurisdiction
EU Customers: Local consumer protection laws apply where more favorable
Business Customers: English law and jurisdiction applies

14. General Provisions

14.1 Entire Agreement

These Terms, together with our Privacy Policy and any order confirmation, constitute the entire agreement between parties.

14.2 Amendments

Terms may be updated from time to time
Customers will be notified of material changes
Continued use constitutes acceptance of updated Terms

14.3 Severability

If any provision is found invalid, the remainder of these Terms remain in effect.

14.4 Assignment

We may assign these Terms to affiliated companies
Customers may not assign their rights without our consent

14.5 Waiver

Failure to enforce any provision does not constitute a waiver of our rights.

15. Contact Information

For questions about these Terms:

Email: info@hydrochill.co.uk Phone: 00441625838380 Address: 36 London Road Alderley Edge SK9 7DZ United Kingdom Business Hours: Monday-Friday, 9:00 AM - 5:00 PM GMT

Important Notice: These Terms and Conditions are designed to comply with UK and EU law for bespoke products. However, laws may change, and specific circumstances may require legal advice. We recommend consulting with legal counsel for complex situations.

Customer Acknowledgment: By placing an order, you acknowledge that you have read, understood, and agree to be bound by these Terms and Conditions.