Cancel Culligan the easy way

Overview

Culligan is a global water treatment company providing bottled water delivery, water coolers, water softeners and filtration systems for homes and businesses in the United Kingdom.

Main services in the UK

Services include 19-litre bottled water delivery and cooler rental, rental and sales of water softeners, reverse osmosis and ultrafiltration systems, installation, maintenance and call-out repairs.

Company facts

For full hire terms see the official hire agreement: Culligan hire agreement (PDF).

Phone

1. Find the phone number on clause 18 of your hire agreement or on your documentation.
2. Call and state your name, account number and that you wish to cancel the hire agreement or terminate the service.
3. Ask for a cancellation reference number or email confirmation and the date they will collect the Water System.
4. Keep the call time and the name of the agent. If they do not provide written confirmation, follow up by email to [email protected] quoting the call date and agent name.

Email

1. Send an email to [email protected] with subject line: "Cancellation request - [Your account/order number]".
2. Include your full name, address, contract number, reason for cancellation, and preferred collection window.
3. Request written confirmation of acceptance and the scheduled collection date.
4. Keep the sent email and any replies as proof.

Web / Shop purchases

1. If you bought from the Culligan UK shop, email [email protected] within 14 days of receiving the goods to exercise your right to cancel under the Consumer Contracts Regulations 2013.
2. Return goods unused in original packaging within 14 days of notifying them where possible.
3. Use the shop refund policy: shop refund policy.

Post (registered letter)

1. Write a cancellation letter including account number, service address, contact phone, and a clear statement "I cancel my Culligan hire agreement".
2. Send by registered post to: Culligan, 1 Waterside Drive, Arlington Business Park, RG7 4SW Reading, United Kingdom.
3. Retain proof of posting and follow up by phone or email if no acknowledgement within 7 working days.

Cooling-off (14 days)

Rule - Under the Consumer Contracts Regulations 2013 you have a 14-day cooling-off period to cancel most distance and off-premises contracts from the Agreement Start Date and receive a full refund. Culligan also offers a 14-day satisfaction guarantee allowing termination within 14 days from installation for a full refund (installation fees may be excepted as per the hire agreement).

Required proof documents - Order confirmation, installation date, returned goods or availability for collection. See the hire agreement and shop policy: hire agreement (PDF).

Law - Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 - legislation.

End of Minimum Hire Period

Rule - After the Minimum Hire Period, customers can terminate with 30 days' notice. Culligan requires payment of all Hire Payments due up to the termination date and return of the Water System.

Required proof documents - Written notice, returned equipment, final invoice reconciliation.

Termination before Minimum Hire Period

Rule - If you terminate after the 14-day cooling-off period but before the end of the Minimum Hire Period you will be required to pay Hire Payments for the remainder of the Minimum Hire Period.

Required proof documents - Contract showing Minimum Hire Period, invoice history.

Price increase

Rule - If Culligan increases prices and you wish to cancel for that reason, check your contract. Hire payments may be increased after the first 12 months and then annually by no more than 5% above the Consumer Price Index with 30 days' written notice. If the increase gives you a contractual right to terminate, provide the written notice from Culligan as proof.

Required proof documents - Culligan price increase notice. See Culligan price change notice: new prices FAQ.

Death of subscriber or moving home

Rule - Culligan accepts legitimate grounds such as moving premises where service cannot continue. Provide the tenancy termination or proof of new address where service cannot be continued. For death of subscriber, provide a death certificate and estate contact details.

Required proof documents - Proof of change of address, tenancy agreement, death certificate where applicable.

Before cancelling: negotiate

Retention offers - Research shows Culligan provides retention options such as flexible payment schemes, 0% finance over 12 months for some items, and promotional free rental months (1 month free on water cooler rental packages; 4 months free for some home solutions). Ask customer service for: a) a reduced monthly hire rate, b) a temporary suspension of deliveries, c) a switch to a lower-cost plan, or d) a buyout of the remaining Minimum Hire Period. If the agent refuses, request that the proposal be sent by email for records.

What cancelling saves you

Concrete examples from Culligan pricing data:

• Harvey Water Softener - monthly from £99.58. Yearly cost: 12 x £99.58 = £1,195.00 (as listed by Culligan).
• If you cancel a rental after the Minimum Hire Period and avoid a further 12 months at £99.58/month you save 12 x £99.58 = £1,195.00 per year.

Cheapest realistic alternative

Alternative and price comparison

Most customers who want a low-cost replacement choose a point-of-use filter or a simple Brita-style jug for domestic drinking water. A typical Brita pitcher costs around £24.99 one-off (example retail price). Annual cost example: buy Brita jug £24.99 + replacement filters 4 per year at approx £19.99 each = £24.99 + (4 x £19.99) = £104.95 per year. Comparison math:

• Culligan Harvey softener rental: 12 x £99.58 = £1,195.00 per year.
• Brita system example: £24.99 + (4 x £19.99) = £104.95 per year.

Switching from a Culligan softener rental at £99.58/month to a simple filtration jug could save £1,195.00 - £104.95 = £1,090.05 in year one. Check product suitability for hard water before switching.

Key UK consumer law

Relevant laws and regulator: Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 and the Consumer Rights Act 2015. Citizens Advice and the Competition and Markets Authority (CMA) provide guidance on unfair terms and hard-to-cancel subscriptions.

Cooling-off and refunds

The Consumer Contracts Regulations 2013 give you 14 days to cancel a distance or off-premises contract and obtain a refund. Culligan explicitly offers a 14-day satisfaction guarantee for installations. Refunds must be issued within 14 days of receiving the returned goods or proof of return.

Unfair contract terms and auto-renewal

The CMA views hard-to-cancel subscriptions and unclear auto-renewal terms as potentially unfair. If you cannot cancel using the methods in your contract, gather evidence of attempts and escalate.

Escalation path

Steps if Culligan refuses a lawful cancellation or refund: 1) Complain to Culligan in writing referencing contract clauses and the relevant law. 2) If unresolved, contact Citizens Advice for next steps. 3) If the payment was made by credit card, consider a Section 75 claim or chargeback via your card issuer if eligible. 4) Where a regulated ombudsman applies, use that route. Keep all correspondence and timestamps.

Return and collection

Arrange the return or allow access for collection of the Water System within the collection window agreed by Culligan. Culligan requires full access for uninstalling and removing the Water System within 30 working days or as otherwise agreed.

Final bill and deposits

Check your final invoice for outstanding Hire Payments and bottle deposits. Refunds for returned bottles are issued as a credit to your account or deducted from the final balance. If bottles are damaged or not returned, the deposit will not be refunded and a lost bottle fee equal to the deposit may apply.

Data & reactivation

Request written confirmation that your account is closed and ask how long Culligan will retain your personal data. If you wish to re-activate service later, request the reactivation terms and any applicable new prices; Culligan notified price changes effective June 1, 2024 in their public FAQ.

Use this checklist to cancel cleanly and protect your rights.

• Locate your hire agreement and note clause 18 and the Minimum Hire Period.
• Decide method: phone (fastest), email, or registered letter.
• If calling, ask for a cancellation reference and follow up by email to [email protected].
• If cancelling within 14 days, quote the Consumer Contracts Regulations 2013 and request a full refund.
• Prepare equipment for collection and keep its condition to avoid lost bottle fees.
• Collect and keep all proof: emails, reference numbers, registered post receipts and photos of returned bottles.
• Check final invoice for outstanding Hire Payments and applied deposit credits.
• If Culligan rejects a lawful refund, escalate to Citizens Advice and consider Section 75 or chargeback if paid by card.