These Terms and Conditions govern your use of the SpaWise website at spawise.co.uk, the SpaWise mobile app, and related services made available by Ergo Group Ltd.
By using our website, app, or related services, you agree to these Terms and Conditions. If you do not agree, please do not use SpaWise.
Nothing in these terms is intended to affect your statutory rights as a consumer.
Who we are
SpaWise is operated by:
Ergo Group Ltd
Edwards Veeder, Alex House, 260-268 Chapel Street, Salford, Manchester, M3 5JZ
Email: support@spawise.co.uk
In these terms, "SpaWise", "we", "us" and "our" mean Ergo Group Ltd.
What these terms cover
These terms apply to your use of:
- the SpaWise website;
- the SpaWise mobile app;
- your SpaWise account;
- water-care tools, planner, diagnostics and history features;
- support features;
- shopping and checkout features on the website;
- related digital content and communications.
These terms should be read together with our Privacy Policy, Cookie Policy, Membership Terms and Disclaimer.
If there is any conflict:
- the Privacy Policy applies to personal data use;
- the Cookie Policy applies to cookies and similar technologies;
- the Membership Terms apply to membership-specific benefits and rules;
- the Disclaimer explains the limits of informational and guidance content.
Who can use SpaWise
SpaWise is intended for users aged 18 or over.
By using SpaWise, you confirm that:
- you are at least 18 years old; and
- you have capacity to agree to these terms.
Your account
Some SpaWise features require you to create an account.
You agree to:
- provide accurate and up-to-date information;
- keep your login details secure and confidential and not share them with others;
- notify us promptly if you believe your account has been used without permission;
- use your account only for your own lawful purposes.
You are responsible for activity carried out through your account unless you have told us it has been compromised.
We may suspend or restrict access to your account where reasonably necessary, including where:
- we believe there has been misuse, fraud or unauthorised access;
- there is a security issue;
- we are required to do so by law; or
- we need to protect the integrity of the platform or other users.
Using SpaWise
You may use SpaWise only for lawful purposes.
You must not:
- use SpaWise in a way that is fraudulent, unlawful, harmful or abusive;
- try to gain unauthorised access to systems, accounts or data;
- interfere with the operation, security or performance of the website or app;
- upload or submit content containing malware, harmful code or disruptive material;
- copy, scrape, reverse engineer or exploit the platform except where permitted by law;
- use SpaWise in a way that infringes another person's rights.
We may suspend, restrict or terminate access where we reasonably believe these terms have been breached.
SpaWise guidance and tools
SpaWise provides information and digital tools designed to support hot tub water care and related product use.
This includes features such as:
- water-test logging;
- planner and history tools;
- water-care suggestions;
- diagnostic prompts;
- membership and club-related tools;
- support content;
- product and shopping information.
SpaWise is intended to help users manage their water care more confidently, but it is not a substitute for:
- manufacturer instructions;
- product safety labels;
- professional servicing advice;
- qualified installation, electrical or plumbing advice;
- specialist water analysis where needed.
You should always use your own judgment and follow relevant safety instructions and manufacturer guidance.
Please also read our Disclaimer, which forms an important part of how SpaWise content should be understood.
Camera, strip analysis and image-based features
Where available, SpaWise may let you use camera or image-based tools to help estimate water readings or support diagnostics.
You remain responsible for:
- checking readings are sensible;
- retesting where results seem unusual or unreliable;
- following chemical and manufacturer safety instructions before making treatment changes.
We may change, improve or withdraw image-based features over time.
Product information
We try to ensure that product descriptions, pricing, promotions and availability are presented as clearly and accurately as possible.
However:
- images are for illustration unless stated otherwise;
- packaging and appearance may vary;
- prices and promotions may change;
- availability may change;
- errors may occasionally occur.
Nothing on the website or app guarantees continuous availability of any product or service.
Orders placed through the website
If you place an order through the SpaWise website:
- your order is an offer to buy from us;
- we will confirm receipt of your order;
- a contract is only formed when we accept the order.
We may take payment at the point of order or shortly afterwards, but this does not mean the order has been accepted.
We may decline or cancel an order where reasonably necessary, including where:
- a product is unavailable;
- there is an obvious pricing or listing error;
- payment is not authorised;
- we suspect fraud or misuse;
- fulfilment is not reasonably possible.
If we cancel an order after payment has been taken, we will refund the amount paid in accordance with your legal rights.
Pricing, payment and checkout
Prices shown on the website will normally be shown in GBP and, unless stated otherwise, are inclusive of VAT where applicable.
Delivery charges, where relevant, will be shown before you place your order.
Website purchases are currently processed through Stripe or another clearly identified payment flow shown at checkout. By proceeding with payment, you also agree to the relevant payment provider's terms and policies.
We do not store your full payment card details ourselves.
Delivery and fulfilment
Where physical goods are sold through the website, delivery arrangements, costs and estimated timing will be shown at checkout or in your order confirmation.
We will aim to deliver within the timeframe stated, but delivery dates are estimates unless we have explicitly agreed otherwise.
Delays may occasionally happen for reasons outside our reasonable control, including courier or supplier issues.
Consumer rights, cancellations and refunds
Nothing in these terms affects your legal rights as a consumer.
Where we supply goods, digital content or services, we will provide them with reasonable care and skill, as required by applicable consumer law.
Where you buy goods, services or digital content from us, your rights may include rights under the Consumer Rights Act 2015 and the Consumer Contracts Regulations.
Where cancellation rights apply, we will provide the relevant information before you place your order and/or in your order confirmation.
Important points:
- For physical goods, you may have a 14-day cancellation right in many cases, subject to the usual legal exceptions.
- For digital content or digital services, different rules may apply. If digital content is supplied immediately, you may lose your cancellation right where the law allows and where we obtain the required consent and acknowledgement.
- For Apple App Store subscriptions, billing, cancellation and refund rules are generally handled through Apple's systems and terms.
If you need help with an order or cancellation request, please contact support@spawise.co.uk.
Membership, subscriptions and access codes
SpaWise may offer:
- paid membership;
- complimentary access periods;
- access codes;
- referral credits;
- wallet credits; and
- similar promotional or account-based features.
These features are subject to:
- these Terms and Conditions;
- our Membership Terms;
- any offer-specific conditions shown to you at the time.
App subscriptions
Where subscriptions are purchased through Apple:
- the subscription contract and billing flow may also be subject to Apple's own terms;
- cancellation and renewal controls may be managed through your Apple account;
- SpaWise receives subscription status information needed to manage access.
Access codes and complimentary access
Access codes, complimentary periods and similar promotions:
- may be time-limited;
- may be limited to specific users, products or campaigns;
- may be withdrawn or disabled where reasonably necessary, including in cases of misuse, fraud, technical error or expired eligibility.
Referral and wallet features
If SpaWise offers referral credits, wallet balances or similar account benefits:
- they are personal to your account unless we state otherwise;
- they are not cash unless clearly stated;
- they may be subject to usage conditions, expiry rules or abuse-prevention controls.
We may correct, reverse, withhold or remove credits where reasonably necessary in cases of:
- error;
- suspected fraud;
- misuse;
- duplicate rewards;
- technical issues.
Support and communications
If you contact us for support, we may communicate with you about:
- your account;
- water-care issues;
- orders;
- technical problems;
- service updates.
You agree that we may send service-related communications needed to operate your account or fulfil our obligations to you. These are not the same as marketing messages.
Intellectual property
All intellectual property rights in SpaWise, including in the website, app, branding, design, text, graphics, software, data structures and content, belong to us or our licensors unless otherwise stated.
SpaWise is intended for personal consumer use and is not designed for commercial, industrial or large-scale professional water management.
You may use SpaWise for your own personal, non-commercial use only.
You must not, unless permitted by law or by our prior written consent:
- copy, reproduce, distribute or republish substantial parts of SpaWise content;
- modify or create derivative works from the platform;
- use our trademarks, branding or content in a misleading or commercial way.
User content and submissions
If you submit content, feedback, suggestions, water-test inputs, support messages or other materials through SpaWise:
- you remain responsible for what you submit;
- you confirm that you have the right to provide it;
- you must not submit unlawful, infringing, abusive or harmful content.
Where necessary for operating, improving or supporting SpaWise, you give us a non-exclusive, worldwide, royalty-free right to use, store, process and display that content for those purposes.
Availability and changes to SpaWise
We may update, improve, suspend or withdraw parts of SpaWise from time to time.
We do not guarantee that:
- the website or app will always be available;
- access will always be uninterrupted;
- every feature will remain unchanged forever.
We may make changes for reasons including:
- technical improvements;
- security;
- legal or regulatory changes;
- service development;
- operational requirements.
This includes changes to features, functionality, design, integrations, pricing models and availability.
Where changes materially affect a paid service, we will try to act fairly and reasonably and comply with applicable consumer law.
Third-party services and links
SpaWise may contain links to third-party services, websites, platforms or payment environments.
Those third parties have their own terms, policies and practices. We are not responsible for them.
Your use of third-party services is subject to the terms and conditions that apply to those services.
Liability
Nothing in these terms excludes or limits liability where it would be unlawful to do so.
In particular, nothing excludes or limits liability for:
- death or personal injury caused by negligence;
- fraud or fraudulent misrepresentation; or
- any liability that cannot lawfully be excluded or limited.
Subject to the above, we are not liable for losses that were not reasonably foreseeable to both you and us when the contract was formed.
We are also not liable for business losses if you use SpaWise as a consumer service, including:
- loss of profits;
- loss of business;
- business interruption; or
- loss of business opportunity.
This does not affect any rights you may have in relation to goods, digital content or services supplied to you under consumer law.
Events outside our control
We are not responsible for delay or failure to perform obligations caused by events outside our reasonable control, including:
- internet outages;
- app-store or platform outages;
- cloud or infrastructure failures;
- courier disruption;
- strikes;
- natural events;
- acts of government;
- security incidents outside our reasonable control.
Where this happens, we will try to resume normal performance as soon as reasonably possible.
Ending your use of SpaWise
You may stop using SpaWise at any time.
You may also delete your account where that function is available or contact us to request account closure.
We may suspend or end your access where reasonably necessary, including where:
- you seriously or repeatedly breach these terms;
- we are required to do so by law;
- we need to protect users, the platform or our business from harm;
- there is fraud, abuse or a serious security concern.
Where appropriate, we may also remove or disable access to particular features rather than your whole account.
Privacy
Our use of personal data is explained in our Privacy Policy.
By using SpaWise, you acknowledge that we may process personal data in line with that policy.
Changes to these terms
We may update these Terms and Conditions from time to time.
When we do, we will update the "Last updated" date above. Where appropriate, we may also give additional notice through the website or app.
Governing law and jurisdiction
These terms are governed by the laws of England and Wales.
If you are a consumer, you will also benefit from any mandatory protections of the law of the country in the UK where you live.
Any disputes will be subject to the courts of England and Wales, unless the law allows you to bring proceedings in another part of the UK where you live.
Contact us
If you have questions about these Terms and Conditions, please contact:
Ergo Group Ltd
Edwards Veeder, Alex House, 260-268 Chapel Street, Salford, Manchester, M3 5JZ
Email: support@spawise.co.uk