ArcCare Subscription Terms
ArcCare Subscription Terms (“Terms”)
All ArcCare Plans are optional plans which offer additional services and features. The purchase of a plan is not required to purchase a Culligan HarveyArc water softener. ArcCare Plans are separate from and additional to the manufacturer’s warranty and your statutory rights as a consumer. For full details of your consumer statutory rights of return please see here: https://www.citizensadvice.org.uk/consumer/somethings-gone-wrong-with-a-purchase/return-faulty-goods/
1. Term
1.1 When signing up to the ArcCare Plan, you confirm your acceptance of these Terms in addition to our Consumer Terms and Conditions of Sale. If you do not accept these, you will not be able to subscribe to the ArcCare Plan.
1.2 Your ArcCare Plan will automatically renew each month subject to payment by you of the relevant fees which may increase in accordance with clause 6.6 below. If you wish to cancel your ArcCare Plan, please see clauses 7.2 and 7.3 below.
1.3 If not terminated before (in accordance with these Terms), your ArcCare Plan will expire on the 20th anniversary of the installation date of the initial product covered by the ArcCare Plan (“Term”). Any replacement of the original product under the ArcCare Plan, will not extend the Term
2. Eligibility
2.1 The ArcCare Plan applies to selected products only. Eligibility, product and service details relating to the ArcCare Plan (including price) may change from time to time and delivery restrictions may apply.
2.2 Eligibility is shown on the relevant website page found here which may be updated from time to time. You will only be able to sign up to an ArcCare Plan if all eligibility criteria are met.
2.3 HarveyArc water softeners purchased and installed by Culligan Harvey in the last 90 days, may be eligible for our ArcCare service plan.
2.4 HarveyArc water softeners purchased and installed more than 90 days ago, may be eligible for our ArcCare Lite service plan.
2.5 All references to an “ArcCare Plan” throughout these Terms relate to any ArcCare service plan purchased, whether ArcCare or ArcCare Lite.
2.6 Only products purchased within the UK from Culligan Harvey, and installed by a Culligan Harvey engineer will be eligible for an ArcCare Plan.
2.7 The ArcCare Plan is for consumers only and is not available for businesses.
2.8 The ArcCare Plan is not transferrable and may not be resold.
3. What is included
3.1 All ArcCare Plans include an annual maintenance service for your product which will be carried out around the annual anniversary of your ArcCare Plan (“Annual Maintenance Service”) and the relevant provisions in clause 4 will apply.
3.2 All ArcCare Plans include free repairs to your product, subject to the conditions set out in clause 5.
3.3 Where your ArcCare Plan includes an annual drinking water sanitation and filter replacement this will occur once a year around the annual anniversary of your ArcCare Plan (“Harvey Filter Replacement”) and clause 4 will apply.
3.4 Where your ArcCare Plan includes a salt plan for your product, further details will be set out in your order confirmation email. Please note there is a 2-person minimum amount for salt plans. If at any time you want to top-up your salt, you can order further packs of salt on our website in our accordance with our Consumer Terms and Conditions of Sale. Any salt purchased by you outside of your ArcCare Plan, will be governed by our Consumer Terms and Conditions of Sale.
3.5 For full details of what your ArcCare Plan includes, please refer to your order confirmation email.
4. Annual Maintenance Service and Harvey Filter Replacement
4.1 When it is time to book your Annual Maintenance Service and, if included in your ArcCare Plan, your Harvey Filter Replacement, we will contact you. We will complete the Harvey Filter Replacement on the same day as Annual Maintenance Service. If we are unable to carry out both on the same day, we will contact you.
4.2 Your Annual Maintenance Service will be completed by a Culligan Harvey Engineer, and you will be provided with a report outlining the condition of your product following your Annual Maintenance Service.
4.3 You must ensure we have unrestricted access to the relevant product to carry out an Annual Maintenance Service (and Harvey Filter Replacement if applicable), and that all applicable conditions of clause 5 of our Consumer Terms and Conditions of Sale are fulfilled. If this does not occur, we may be unable to complete the booked services and may need to charge you additional fees for a subsequent visit.
4.4 Annual Maintenance Service bookings can be rearranged free of charge if a request is made (by phone) by midday on the last working day before your appointment.
5. Repairs and replacement
5.1 If you have any issues with your product, please contact us by sending an email to [email protected] or calling us on +44 (0) 1483 753400. We may require you to run a series of checks on the product and may first attempt to rectify the fault over the phone or via email. If the issue cannot be rectified, we will send out a Culligan Harvey engineer to assess the issue further.
5.2 Provided the Culligan Harvey engineer does not consider the defect or issue a result of any of the factors listed in clause 5.3, we will at our option, repair or replace the product free of charge. If we choose to replace the product (at our sole election) we may do so with the closest available product at that time.
5.3 We will not be obliged to repair or replace any defective product where we determine that the defect arises as a result of, due to, or from:
5.3.1 careless operation or handling, misuse, abuse and/or lack of maintenance;
5.3.2 use of consumables, parts and accessories other than those produced or recommended by us;
5.3.3 failure to change all consumables or carry out recommended maintenance (e.g. descaling) at the recommended periods;
5.3.4 external sources outside our reasonable control including but not limited to exposure to chemicals, water supply distributions, water quality issues, natural disasters, fire, lightning, acts of war, civil unrest, weather, electrical outages or power surges;
5.3.5 repairs, modifications, installations, re-locations, re-installs or alterations carried out other than by us or our authorised representatives;
5.3.6 normal wear and tear (e.g. fuse etc.);
5.3.7 cosmetic damage, including but not limited to scratches, dents and broken plastic;
5.3.8 deliberate damage, accident, mishandling or neglect by you or any third party including but not limited to damage from sharp objects or dropping product;
5.3.9 the unblocking of drainage channels or similar related to your property’s plumbing;
5.3.10 use other than as recommended by us;
5.3.11 failure to follow the instructions, including but not limited to the use of unauthorised water filters or using the product for purposes outside its intended use; and/or
5.3.12 infestation of insects or bugs. Please note that in the case of infestation, we will not remove the product due to the risk of infestation spreading and you will have to make arrangements for, and pay the costs of, disposal.
and we shall have no liability for such defective product.
5.4 Repair and replacement under the ArcCare Plan does not extend to replacing external plastic parts of the product, or its casing that you may require to be changed for aesthetic reasons.
5.5 We reserve the right to change the method by which we may provide the service to you (i.e. replacing rather than repairing).
6. Price, payment and renewal
6.1 You agree to pay the monthly payments as set out in your order confirmation and as may be amended in accordance with clause 6.6 below. These payments include the cost of delivery (where applicable). We will send you an order confirmation email when your ArcCare Plan is set up, at which point, a contract of sale is formed. Your ArcCare Plan(s) will continue unless and until cancelled.
6.2 On commencement of your ArcCare Plan, you will make an initial payment on the date set out in your order confirmation email, followed by subsequent recurring monthly payments. We will send you a payment reminder email before every payment is taken.
6.3 Any time limited or special offers or discounts that we may offer from time to time will only apply to ArcCare Plans subscribed to while that discount or offer is live and may be subject to further terms and conditions.
6.4 Payments will be collected via direct debit from the bank account chosen by you when setting up your ArcCare Plan (unless the bank account is validly changed by you). If we cannot collect payment using your chosen payment method, we will email you to let you know and your ArcCare Plan will be put on hold. We will try to take payment again within 5 days, up to a maximum of 3 attempts. If we have still not been able to take payment after this, we will cancel the ArcCare Plan without liability and no refunds will be due to you.
6.5 The payment requirements set out at clause 9 of our Consumer Terms and Conditions of Sale apply to these Terms.
6.6 We reserve the right to increase prices annually on 1st January, and any increase will come into effect on the annual anniversary of your ArcCare Plan. We will notify you by email to the email address you provided to us at least 45 days before the price increase is due to take effect. If you wish to cancel your ArcCare Plan before the increased price comes into effect, you will need to follow the cancellation steps set out in clause 7 below.
7. Amending or cancelling your ArcCare Plan
7.1 You can amend or cancel your ArcCare Plan(s) at any time in accordance with this clause 7.
7.2 You may change your mind and cancel your ArcCare Plan immediately in the first 14 days following the date of your initial confirmation email, by contacting [email protected]
7.3 You may cancel your ArcCare Plan at any time by giving 30 days’ notice to [email protected]
7.4 Where an Annual Maintenance Service and/or Harvey Filter Replacement is due or booked for any date after the cancellation of your ArcCare Plan, you will not receive either service.
7.5 Following cancellation of your ArcCare Plan, you will not receive a refund for any payments made. This includes where you cancel your ArcCare Plan before your next Annual Maintenance Service (and if applicable, Harvey Filter Replacement) and do not receive such service(s) as per clause 7.4.
7.6 We may cancel your ArcCare Plan at any time by giving no less than 30 days prior written notice to you. If your ArcCare Plan is cancelled, we will email you to let you know. If we cancel, we will refund any amounts paid for products and/or services covered by your ArcCare Plan in the then current year of the ArcCare Plan (which runs from the commencement date of the ArcCare Plan or any subsequent anniversary thereafter). Upon cancellation you will not be able to make use of any of the benefits included in your ArcCare Plan.
7.7 Please note if your ArcCare Plan is cancelled at any point, you will not be able to reactivate it.
7.8 Your account will automatically be placed on hold if we experience any problems with your account, delivery address, or payment method. We will email you to let you know this. You cannot use any of the benefits included in your ArcCare Plan is resolved.
7.9 You may amend your ArcCare Plan on the annual anniversary of your current ArcCare plan, any changes will take effect after your next payment which includes the relevant charges for those changes.
8. Amendments
8.1 We may change these Terms from time to time as required to meet our changing business needs or to comply with any changes in relevant laws and/or regulatory requirements. Any changes to these Terms will be posted on our website.
8.2 If you do not accept any change, you must cancel your ArcCare Plan(s) via the method set out in clause 7.
Updated: September 2025