🛡   10-Year Guarantee

💳   0% Finance Available

🏠   Family-run, Oxfordshire

  • 01865 000 000
  • hello@pureraqua.co.uk
Book Free Survey

FAQS

Every question we've ever been asked.

Filter by category. If your question isn’t here, call us — we’ll add it.

Does my home need an electrical socket near the install?

Oxfordshire sits over chalk and limestone aquifers. The water supplied to OX11 by Thames Water tests consistently at hardness levels well into the “very hard” range. The cost is real: in our last 14 Didcot installs, the average annual hard-water cost we calculated was £900.

Typically 2 to 3 hours. We arrive in the morning, isolate the mains supply, fit the bypass valve, run the drain pipe, pressure-test the system, and commission it.

In 95% of standard UK kitchens, yes. Our softener is 495mm tall, 215mm wide and 475mm deep — designed for under-sink installation. The surveyor will confirm at the home survey.

We can run a drain up to 6m as standard. Beyond that we charge £150–£350 depending on routing complexity. The surveyor will quote this if relevant.

Yes — we leave the kitchen as we found it. Cardboard, plastic and the wrapping all go in our van.
 
Yes, but that’s our Premium tier (£2,395) because of the additional pipework. Garage installs are fine if frost protection is present.
Yes — we need access to the kitchen, the stopcock, and ideally the boiler. The install owner needs to be present for sign-off at the end.
Yes — every install. It’s a regulatory requirement under the Water Supply (Water Fittings) Regulations 1999. We handle it as part of the service.
Technically yes, but you’d void our warranty and IBG, and you’d be responsible for the Thames Water notification. We’d recommend a professional install regardless of who does it.
Is 0% finance really 0%?

Yes — there’s no interest charge to you. Pure Aqua is an FCA-authorised Appointed Representative of Novuna Personal Finance. We pay Novuna a fee per transaction; you pay £47.08/month over 36 months for a £1,695 install.

Novuna typically approves customers with a fair credit score upwards. The decision is automated and takes about 60 seconds at the survey.

Yes — 50% deposit on signing, 50% on completion. Or pay in full upfront if you prefer.
 

Yes — Visa, Mastercard and Amex. Card payments incur no surcharge.

No early settlement fee. Contact Novuna directly via your portal.
 
Yes — within 48h of the survey attendance. Only kept if you no-show without 24h notice.
What's included in the salt subscription?

25kg of branded Pure Aqua food-grade PDV salt, delivered to your door, the driver tops up your softener, takes the empties, and runs a 30-second visual check. £33 per delivery on the Standard plan.

Novuna typically approves customers with a fair credit score upwards. The decision is automated and takes about 60 seconds at the survey.

We can leave it in your specified safe place (garage, side gate) — you tell us at install. Or rebook for the next day if needed.
 

A typical 3–4 person household uses one 25kg bag every 8 weeks. Heavier usage households (5+ people, big homes) may want the 6-week plan.

No — you can buy salt elsewhere if you prefer. Most customers prefer the convenience of automatic delivery.
 
A typical family of four uses one 25kg bag every 6 to 8 weeks — around £15 to £20 a month including delivery on our subscription. A 1-to-2 person household uses materially less; 5+ people use more. Heavy water usage (multiple bathrooms, frequent guests) shifts this towards the 6-week end. The savings calculator on the homepage factors all of this into your annual cost.
Scale inhibitors (magnetic or electronic) try to alter the structure of calcium in your water so it sticks less. They reduce scale build-up to varying degrees but they do not remove hardness minerals — your water is still hard. A water softener actually removes calcium and magnesium, which is why you get soft-skin outcomes, less cleaning, and longer-lasting appliances. Scale inhibitors are cheaper to install (£100–£300) but they don’t deliver the same outcomes or the same long-term savings.
What does the annual service include?
Full system check, resin test, valve operation, settings optimisation, pressure check, and a written report. 30–45 minutes on site. £95/year.
 

No — but taking it keeps your 10-year guarantee continuously valid and catches small issues before they become big ones.

12 months after install. We email you 14 days before with available slots.

Yes — anytime in the first 3 years.

What does the 10-year guarantee cover?
Parts, labour and water damage from any install fault. Insurance-backed by Retramax. See our guarantee page for the full list.

A standard warranty is paid by the installer if there’s a claim. An insurance-backed guarantee is underwritten by a regulated insurer (Retramax), so the cover continues even if Pure Aqua exits the market.

Yes — within Oxfordshire. We just need 30 days’ notice to update the IBG records.

Call us first on 01865 000 000. We diagnose and resolve under our own labour where possible. If outside our scope, we escalate to Retramax — at no cost to you.