Terms of Service

1. Agreeing to these terms

These terms are an agreement between you and Stillwell Water LLC, a Florida limited liability company doing business as Stillwell. They apply when you use this website, ask for a Water Profile, request a quote, buy an installation or join Stillwell Care. If you don't agree with them, don't use the site.

These terms don't replace the agreement you sign for an installation. When you buy an installation you sign a separate written agreement covering the work, the price and the warranty. Where that agreement and these terms say different things about your installation, the signed agreement wins.

You need to be 18 or older to use this site or buy from us.

2. What we sell and where

We sell residential water treatment equipment and install it, and we run a monthly membership called Stillwell Care that keeps the equipment looked after. A typical installation is a whole-home system sized to your water, with drinking water treatment at the kitchen sink, fitted at your house by our installer.

We serve homes in the Jacksonville area, in Florida. We don't ship equipment, we don't sell to customers outside our service area, and we don't sell outside the United States.

All prices on this site are in United States dollars (USD) and apply only to residential installations in our service area.

From $2,795 installed. Care from $49 a month. Every installation includes the first 3 months of Care, after which the membership bills monthly on its own. What your house needs, and what it costs, is on the written quote we give you before you commit to anything.

3. The Water Profile and what it is not

The Water Profile is an estimate built from the answers you give us and from public, area-level data about water where you live. It's a good starting point and it's how we decide what to quote.

Public water quality data comes from utilities and regulators, and it can be out of date or incomplete. We report it as we find it and we don't warrant that it's accurate.

4. Quotes, prices and payment

A quote is valid for 30 days unless it says otherwise. Prices on this site can change at any time, and a change doesn't affect a quote you already hold or an agreement you've already signed.

A quote assumes your house is what you told us it is. If we get there and the job needs something we couldn't have known about, we'll tell you what it is and what it costs before we start it, and you decide. We don't do extra work you haven't approved.

Payment for an installation is due as set out in your signed agreement. Membership payments are handled by our payment processor. We don't store your card details, and by giving us a card you confirm you're allowed to use it.

If a payment fails we'll try again and let you know. Unpaid amounts may be subject to the late charges and remedies set out in your signed agreement.

5. Installation

We'll agree an arrival window with you when we book, and confirm it the day before. Timing can move for weather, supply or a job that runs long. We'll tell you as soon as we know.

What we need from you:

• You own the property or you have the owner's permission to have the work done. If a landlord, HOA or condominium association has to approve it, that's yours to obtain.
• Safe access to the work area, the water supply and any electrical outlet the system needs.
• An adult on site for the duration of the visit.
• Somewhere to discharge as the equipment requires, consistent with local rules.

We aren't responsible for the condition of plumbing, wiring, drainage or structure that was already there. Old pipe and fittings sometimes fail when they're disturbed, and that isn't something an installer causes or can predict.

If we find a pre-existing problem we'll stop and tell you rather than build on top of it.

Water pressure, well yield, supply interruptions and changes your utility makes are outside our control and outside what we can promise.

We can decline or stop a job where the site is unsafe, the work would breach a code, or the house needs something we're not the right people to do. If we do that before starting, you get anything you've paid back in full.

6. Your right to cancel an installation

To cancel, use the form you were given or tell us in writing before the deadline. We'll refund everything you've paid within the period the law allows.

Outside that window, either of us can cancel a booked installation in writing before the work starts. If you cancel after we've ordered equipment specifically for your house, we may keep documented costs we can't recover. We'll show you what they are.

7. Stillwell Care membership

Stillwell Care is a monthly membership for people whose equipment we installed. Members get scheduled visits and the consumables their system runs on. What's included at each level is set out on the Stillwell Care page and on your quote.

• Included at the start. Every installation includes the first 3 months of Care in the installed price.
• Then it bills monthly. Care from $49 a month, charged to your card on the same day each month until you stop it. Membership is billed separately from the installed price and is never folded into it.
• You can leave whenever you want. Cancel any time, with no penalty and no minimum term. Tell us before your next billing date and that date is your last charge.
• The equipment is yours either way. It's yours from the day it's installed. Leaving the membership ends the visits and the consumables, not your ownership of the system.
• Members are homes, not people. Membership goes with the address. If you move, tell us and we'll sort out whether it moves with you or ends.

We can change what a membership level includes or what it costs, with at least 30 days' notice to you. If you don't want the change, cancel before it takes effect and you won't be charged the new amount.

We can end a membership for non-payment, or where we can't safely or reasonably keep serving the address. You'd get notice and a refund of anything paid for visits not yet made.

8. Refunds and cancellations

In one place, because you shouldn't have to hunt for it.

• Cancelling within three business days of signing at your home. Full refund of everything you've paid. See section 6.
• Cancelling a booked installation before work starts. Full refund, less documented unrecoverable costs for equipment ordered specifically for your house.
• We cancel before work starts. Full refund.
• After an installation is complete. Installations aren't returnable, and this is where the guarantee and the written warranty in your agreement take over. Section 9.
• Stillwell Care. Cancel any time. The membership stops at the end of the period you've paid for. We don't pro-rate part months, and we don't charge a cancellation fee.
• Something charged that shouldn't have been. Tell us and we'll refund it. Contact us before raising it with your bank, and we'll almost always sort it faster.

Refunds go back to the card or account that paid. Most land within 5 to 10 business days once we've issued them, though your bank sets the timing.

9. Warranty and the guarantee

The written warranty on your equipment is in the installation agreement you sign. Its terms, its limits and how to make a claim are set out there in full, and they're deliberately not restated on this page. Read the agreement, and ask us about anything in it before you sign.

Manufacturer warranties on individual components belong to those manufacturers and are subject to their own terms.

The Love Your Water Guarantee runs for 90 days from the day your system is commissioned. Full terms with your written quote.

Because we give you a written warranty, any implied warranty the law gives you isn't disclaimed. It's limited in duration to the length of the written warranty, to the extent Florida law allows that. Some limits don't apply in some situations, and where the law says a limit doesn't hold, it doesn't hold.

10. What we don't promise

We treat water for the things water treatment equipment treats: hardness and scale, iron and staining, sediment, chlorine taste and smell, and the specific things your quote names. Every system has limits and ours is no different.

• We make no health claims. Our equipment isn't a medical device, isn't a treatment for any condition, and nothing we publish is medical advice. If you have a health concern about your water, talk to your doctor or your health department.
• We don't promise a result we haven't quoted. A system does what it's specified to do. It doesn't remove things it wasn't built to remove.
• We can't control what arrives at your house. Utility changes, well conditions, seasonal swings and events upstream of your property are outside our reach.
• The website is provided as it is. Estimates, guides and public data on this site come without a warranty of accuracy, and we don't promise the site will always be available or error-free.

11. Text messages

Program: Stillwell Water Profile and service updates, from Stillwell Water LLC.

What you'll get:

• The link to your Water Profile.
• Quote and appointment updates.
• Install and service visit reminders.
• Replies to questions you send us.
• Filter change and maintenance reminders for equipment you own.
• Occasional offers on our water treatment equipment, service plans and seasonal promotions.

• Message frequency varies. Message and data rates may apply. Ask your carrier what your plan covers.
• To stop: Reply STOP to unsubscribe. We'll send one confirmation and then nothing further. You can also write to us using the details at the bottom of this page.
• For help: Reply HELP for help. Or get in touch using the details at the bottom of this page.
• Carriers. Carriers are not liable for delayed or undelivered messages. Supported carriers can change without notice.
• Your number. Tell us if your mobile number changes or you give up a number you gave us, so we don't text a stranger.

What we do with your mobile number, and the commitment that it's never sold or handed to anyone for their own marketing, is in our Privacy Policy.

12. Using this website

The site, our text, our images, our guides and the Stillwell name and marks belong to us or our licensors. You can read the site and use it to buy from us. You can't copy it, scrape it, resell it or use our name and marks without our written permission.

Don't use the site to do any of this:

• Break a law, or infringe someone's rights.
• Submit someone else's personal details, or a mobile number that isn't yours.
• Interfere with the site, probe it for weaknesses or get into parts of it you shouldn't.
• Harvest data from it with automated tools.

Anything you send us that isn't personal information, like a suggestion or feedback, we can use without owing you anything for it.

13. Limitation of liability

These limits don't apply to death or personal injury caused by our negligence, to fraud or fraudulent misrepresentation, to gross negligence or willful misconduct, or to anything else the law says can't be limited.

Nothing here limits your rights under the Florida Deceptive and Unfair Trade Practices Act or any other consumer protection law. Nothing here stops you complaining to a regulator, an attorney general or any other authority.

Some of these limits are why the price is what it is. They're part of the basis of our agreement with you.

14. Indemnification

If someone brings a claim against us because of something you did, you'll cover our reasonable costs of dealing with it.

That means a claim arising from your misuse of the site, from you giving us details you weren't entitled to give us, from your breach of these terms, or from work you or someone else did to the system after we installed it.

This doesn't apply where the claim comes from something we did. We'll tell you promptly about any claim, and you can take over the defense with counsel we agree to.

15. Disputes

Talk to us first. Almost everything gets fixed with a phone call. Before either of us starts a formal proceeding, that party has to describe the problem in writing and give the other 30 days to sort it out. Most disputes end here.

Then arbitration. If 30 days pass without a resolution, any dispute between us will be settled by binding arbitration administered by the American Arbitration Association under its Consumer Arbitration Rules, by one arbitrator, in the Florida county where you live or remotely if you'd rather.

We'll pay the filing and arbitrator fees the Consumer Rules require us to pay. An arbitrator can award you everything a court could.

Small claims stays open. Either of us can take a qualifying dispute to small claims court instead. Nothing here forces you into arbitration over something small claims can handle.

Claims are brought individually. Neither of us will bring a claim as a class action, a collective action or a representative action, and an arbitrator can't combine other people's claims with yours. If a court decides this paragraph can't be enforced, this whole section doesn't apply and the dispute goes to court.

This section doesn't stop either of us asking a court for an injunction to protect intellectual property or to stop unauthorized access to the site.

16. General

Governing law. Florida law governs these terms, without regard to conflict-of-law rules. Where a dispute goes to court rather than arbitration, it goes to the state or federal courts sitting in Florida, and we both agree those courts can hear it.

Changes. We can update these terms. The date at the top says when we last did. If a change is material we'll give notice on the site before it takes effect. Using the site after that means the new version applies to you. A change never applies backwards to an installation agreement you've already signed.

If one part fails. If a court finds a provision unenforceable, that provision is trimmed to what's enforceable or removed, and the rest stands.

Not enforcing something isn't giving it up. If we don't enforce a term once, we can still enforce it later.

Transfers. You can't transfer your rights under these terms without our written agreement. We can transfer ours as part of a sale, merger or transfer of the business.

The whole agreement. These terms, our Privacy Policy and any agreement you sign with us are the whole of what's between us on this subject. For an installation, the signed agreement wins where they differ.