Terms & Conditions

The Water Doctor

Terms and Conditions of Sale and Website Use

Last updated: [17 02 2026]

1. Introduction

These Terms and Conditions of Sale and Website Use (the "Terms") govern:

  • Your access to and use of The Water Doctor website and any related online channels operated by us (together, the "Website").
  • The purchase of any products and services supplied by The Water Doctor in the United Arab Emirates.

By visiting the Website, placing an order, paying an invoice, or confirming an installation with The Water Doctor, you agree to be bound by these Terms and by our Return, Refund and Warranty Policy and Privacy Policy, which together form the basis of our contract with you.
These Terms are intended to comply with Federal Law No. 15 of 2020 on Consumer Protection, its executive regulations, and other applicable UAE laws and regulations. Nothing in these Terms is intended to limit your statutory consumer rights under UAE law.

2. Definitions

In these Terms:

  • "The Water Doctor", "we", "us" and "our" means The Water Doctor, operating in the United Arab Emirates.
  • "Customer", "you" and "your" means any natural person purchasing our products or services for personal or household use, and not for resale or commercial distribution.
  • "Products" or "Goods" means The Water Doctor whole-home jumbo filtration systems, under-sink reverse osmosis (RO) systems, any other filtration or water treatment units, and associated components offered for sale on the Website or through our authorised sales channels.
  • "Consumables" means filter cartridges, RO membranes and any other elements that are designed to be replaced during normal use.
  • "Services" means installation, consultation, maintenance, inspection, relocation and related services provided by The Water Doctor.
  • "Installation Date" means the date on which our technician completes installation and commissioning of the system at your premises.
  • "Defect" means a manufacturing or material defect, or a system fault attributable to the Product or our installation, and not caused by misuse, unauthorised modification, external piping and plumbing or electrical faults, or abnormal water conditions.

3. Scope of Application

These Terms apply to all orders placed:

  • Through the Website.
  • Through our official WhatsApp number or phone line.
  • Through any other authorised The Water Doctor sales channel.

These Terms do not apply to products purchased from third-party resellers or marketplaces. For such purchases, you must refer to the terms and conditions and policies of the relevant seller or platform.
In case of conflict between these Terms and any specific written agreement signed by you and The Water Doctor for a particular project, the specific written agreement will prevail to the extent of the conflict.

4. Products and Information

We make reasonable efforts to ensure that all Product descriptions, specifications, images and pricing shown on the Website are accurate. However, minor variations in colour, dimensions or appearance may occur.

Product performance depends on several factors, including:

  • The incoming water quality and pressure at your premises.
  • The plumbing configuration and accessibility and condition of your pipework.
  • Proper use and timely replacement of Consumables.

We reserve the right to modify or discontinue any Product or Service at any time, without prior notice, provided that existing confirmed orders are fulfilled as agreed.

5. Ordering Process

When you place an order through the Website or any authorised channel, you will be asked to:

  • Select the Product.
  • Provide accurate contact and address details.
  • Complete payment using one of the available payment methods.
  • Choose an available installation date.

You may separately book maintenance visits or filter replacements through the Website or by contacting our customer care team.

By placing an order, you confirm that:

  • You are at least 18 years old and legally capable of entering into contracts in the UAE.
  • The information you provide is true, accurate and complete.

All orders are subject to our acceptance. We may reject or cancel an order, with a refund of any amounts paid, if:

  • The Product is unavailable or discontinued.
  • There is a pricing or description error.
  • We reasonably believe the order is fraudulent or in breach of these Terms.

6. Pricing, Taxes and Payment

7. Installation, Access and Customer Responsibilities

All whole-home jumbo systems and under-sink RO systems are installed exclusively by The Water Doctor technicians, unless otherwise agreed in writing.

You are responsible for:

  • Providing safe and reasonable access to the installation area.
  • Ensuring that any required approvals from the building owner, landlord, community management or relevant authority have been obtained before installation.
  • Informing us of any known plumbing, structural or access issues at the premises.
  • Following our usage instructions.
  • Replacing Consumables at the recommended intervals.
  • Scheduling maintenance visits as advised.

Any recommended maintenance cycles or filter replacement intervals communicated by The Water Doctor are general guidelines based on typical municipal water conditions and average household usage. Actual replacement frequency may be higher or lower depending on the water quality and usage at your residence.

We are not responsible for:

  • Damage or performance issues caused by failure to replace Consumables on time.
  • Damage due to third-party plumbing work, renovations or tampering.
  • Losses arising from ignoring visible leaks, alarms or warning signs once they become apparent.

8. Appointment Rescheduling and Order Cancellation

The Water Doctor does not allow cancellation of orders once payment has been made and the order has been confirmed, except where required by applicable UAE consumer protection laws.
You may reschedule your consultation, installation or maintenance appointment up to 24 hours prior to the confirmed date, subject to technician availability.
If you request rescheduling less than 24 hours before the appointment, or if our technician is unable to access the premises at the agreed time for reasons outside our control, we reserve the right to charge a call-out fee.

9. Returns, Refunds and Warranty

  • All returns, refunds and warranty claims are governed by our Return, Refund and Warranty Policy, which forms part of these Terms by reference.

In summary, and without replacing the full Policy:

  • No refund is offered for change of mind once a system has been installed and water has passed through it.
  • If a Defect is identified within 30 days of the Installation Date, we will inspect and either provide a full refund or replace the system, in line with the Policy.
  • After 30 days and within one year of installation, confirmed Defects are handled through repair or replacement under the one-year limited Warranty, with no refund.
  • Filter cartridges, RO membranes and other Consumables are not covered by the Warranty, except in cases of clear manufacturing defect identified at installation or delivery.

Unused and sealed Consumables may be returned within the period and under the conditions set out in the Return, Refund and Warranty Policy.
In the event of any inconsistency between these Terms and the Return, Refund and Warranty Policy, the Policy will govern matters relating to returns, refunds and warranty.

10. Warranty Transfer and Relocation

The one-year limited Warranty applies to the original purchaser and the original installation address.
If the original purchaser moves to a new address within the United Arab Emirates, The Water Doctor will reinstall the existing system at the new address free of installation charge, and the remaining Warranty period will transfer to the new address.
The Warranty does not automatically transfer to a new owner or occupant of the property unless agreed in writing by The Water Doctor.
Any relocation, modification or repair performed by unauthorised third parties may void the Warranty.

11. Limitation of Liability

To the maximum extent permitted by applicable UAE law, our liability to you is limited to repair, replacement, refund or service credit, as set out in these Terms and in the Return, Refund and Warranty Policy.

We are not liable for:

  • Any indirect, incidental, special or consequential losses, including loss of profits, loss of data, or loss of business opportunities.
  • Any damage caused by misuse, unauthorised modification, or failure to follow our instructions.

Nothing in these Terms excludes or limits any liability that cannot be excluded or limited under UAE law, including your right to claim compensation for personal or material damage resulting from a defective good or service.

12. Website Use, Intellectual Property and Content

All content on the Website, including text, images, logos, icons, graphics and layout, is owned by or licensed to The Water Doctor and is protected by applicable intellectual property laws.
You may browse the Website and print or download materials for your personal use only. You may not reproduce, distribute, modify, publish, or use any content for commercial purposes without our prior written consent.
You must not use the Website in any way that is unlawful, fraudulent or misleading, or that may damage, disable or impair the Website or interfere with any other user.

13. Privacy and Data Protection

We collect and process personal data in accordance with our Privacy Policy and with applicable UAE data protection and consumer protection requirements.

By using the Website or placing an order, you consent to our use of your personal data as described in the Privacy Policy, including for:

  • Processing your orders and payments.
  • Scheduling and managing installations and maintenance visits.
  • Communicating with you about your system, reminders and service updates.

14. Changes to These Terms

We may update these Terms from time to time to reflect changes in our Products, Services, business operations or applicable laws.
The updated Terms will be posted on the Website with a revised "Last updated" date. Your continued use of the Website or purchase of Products or Services after any changes are posted will constitute your acceptance of the updated Terms.

15. Governing Law and Dispute Resolution

These Terms, and any non-contractual obligations arising out of or in connection with them, are governed by the laws of the Emirate of Dubai and the applicable federal laws of the United Arab Emirates.
Any dispute arising out of or in connection with these Terms, the Return, Refund and Warranty Policy, or your use of our Products and Services shall be subject to the exclusive jurisdiction of the courts of Dubai, United Arab Emirates, without prejudice to any mandatory rights you may have under UAE consumer protection legislation.

16. Severability

If any provision of these Terms is found to be invalid, unlawful or unenforceable by a competent authority, that provision shall be deemed modified to the minimum extent necessary, or deleted, and the remaining provisions shall remain in full force and effect.