Brass Monkey Charges
At Brass Monkey, we believe in clear, transparent pricing for all services, call-outs, and works that fall outside the scope of your warranty or where your warranty is void under our Terms. This page outlines the standard charges that may apply for service visits, replacement parts, and other works.
Consumer (Domestic) Rates
A. Service Call‑Outs & Labour
Rates for on-site and remote technical support, including standard and out-of-hours service. These apply when work is requested outside warranty coverage or as part of a paid service visit. 10% discount available on all service team charges (excluding re-booking fees) for any customer subscribed to a monthly or quarterly ColdCare service package.
| Service | UK Mainland | Outside UK |
|---|---|---|
| On site appointment includes first hour - (per engineer) | £250 | POA |
| Additional on site labour (per hour) | £75 | POA |
| Remote technical support (per hour) | £75 | £75 |
| Additional product onboarding - video call - up to 1 hour | £150 | £150 |
B. Delivery, Installation & Appointments
Fees relating to changes or adjustments to scheduled delivery or installation appointments, including late cancellations, failed site access, or non-standard access requirements. See Consumer Terms of Sale.
Install Rebooking
Applies where a Customer requests a change to a confirmed installation date. Notice is measured from the Customer's written notification to the confirmed installation date.
| Notice given by Customer | Charge (inc VAT) |
|---|---|
| More than 7 days | £400 |
| 7 days or less | £900 |
Abortive Install Visit
Applies where Brass Monkey engineers attend the installation address and work cannot proceed due to issues on the Customer's side, including incomplete site readiness, lack of access, or last-minute refusal. Charged per visit.
| Service | Charge (inc VAT) |
|---|---|
| Abortive install visit (per visit) | £1,200 + actual travel and accommodation costs incurred |
Abortive visit charges are independent of and cumulative with rescheduling charges. Where an abortive visit occurs and a new installation date is subsequently agreed, both charges apply.
Storage & Redelivery
Applies where Goods are ready for delivery and the Customer is unable or unwilling to accept delivery. The first seven (7) days of storage are provided free of charge from the date the Goods are ready.
| Service | Charge (inc VAT) |
|---|---|
| Storage of ready Goods at Customer's request (per bath, per week) | £150 per week, after 7 days free |
| Redelivery following failed delivery (per visit) | POA, based on logistics and location |
Other
| Service | Charge |
|---|---|
| Re‑booking fee – cancellation < 1 business day or failed site access/unsafe to proceed (Service visits) | £250 |
| Additional handling – non‑standard access (stairs, tight turns, cranes) | POA |
C. Consumables & Common Parts (Example Costs)
Example costs for common consumables and parts that may be required for repair or maintenance.
| Item | Price (ex VAT) |
|---|---|
| Filter cartridge | from £15 |
| UV bulb/lamp | from £15 |
| O‑rings / seals | from £5 |
| Replacement insulated topper | from £450 |
| Replacement chiller or ice engine | from £2,000 |
Preventative Options
Optional service plans that help reduce the risk of unexpected costs by keeping your Brass Monkey system in top condition.
Need Help?
Contact Support to request a quote, book a visit or get remote guidance.
Commercial / Pro Rates
A. Service Call‑Outs & Labour
Rates for on-site and remote technical support, including standard and out-of-hours service. These apply when work is requested outside warranty coverage or as part of a paid service visit. 10% discount available on all service team charges (excluding re-booking fees) for any customer subscribed to a monthly or quarterly ProCare service package.
| Service | UK Mainland | Outside UK |
|---|---|---|
| Engineer emergency call out - (per engineer) 48 hour response - UK Only. Subject to availability |
£1,200 | POA |
| Engineer site visit to include first hour of labour (per engineer) | £450 | POA |
| Additional labour - per hour (per engineer) | £90 | POA |
| Remote technical support including first hour | £150 | £150 |
| Remote technical support additional hr | £90 | £90 |
| Service Engineer Re‑booking fee – cancellation < 2 business days | £450 | N/A |
| Service Engineer Re‑booking fee – failed site access/unsafe to proceed | £450 | N/A |
B. Delivery, Installation & Appointments
Fees relating to changes or adjustments to scheduled delivery or installation appointments, including late cancellations, failed site access, or non-standard access requirements. See Commercial Terms of Sale, clauses 5.5–5.7.
Install Rebooking
Applies where a Commercial / Pro Customer requests a change to a confirmed installation date. Charged per bath, capped at four (4) baths per project at the applicable tier rate. Notice is measured from the Customer's written notification to the confirmed installation date.
| Notice given by Customer | Charge per bath (ex VAT) |
|---|---|
| 2 weeks or more | £750 |
| 4–13 days | £1,500 |
| Less than 72 hours, or after engineer dispatch | £2,500 |
Any request to reschedule made after Brass Monkey engineers or third-party logistics partners have been dispatched to site shall be treated as falling within the shortest applicable notice tier, regardless of the elapsed time.
Abortive Install Visit
Applies where Brass Monkey engineers attend site and work cannot proceed due to Customer-related issues, including incomplete site prerequisites, insufficient access, absence of authorised personnel, or last-minute refusal or change of scope. Charged per visit.
| Service | Charge (ex VAT) |
|---|---|
| Abortive install visit (per visit) | £3,500 + actual travel and accommodation costs incurred |
Abortive visit charges are independent of and cumulative with rescheduling charges under Install Rebooking above. Where an abortive visit occurs and a new installation date is subsequently agreed, both charges apply.
Storage & Redelivery
Applies where Goods are ready for delivery and the Customer is unable or unwilling to accept delivery. Charged per bath per week. The first seven (7) days of storage are provided free of charge from the date the Goods are ready.
| Service | Charge (ex VAT) |
|---|---|
| Storage of ready Goods at Customer's request (per bath, per week) | £150 per week, after 7 days free |
| Redelivery following failed delivery (per visit) | POA, based on logistics and location |
Storage and redelivery are distinct events. Storage applies where Goods have not been dispatched. Redelivery applies where physical delivery has been attempted and could not be completed.
Other
| Service | Charge |
|---|---|
| Additional handling – non‑standard access (stairs, tight turns, RAMS requirements, cranes) | POA |
| Additional product onboarding - video call - up to 1 hour | £150 |
| Additional product onboarding - in person May be discounted if already on site for another service |
£450 |
| Additional Water Treatment onboarding- Video Call | £150 |
| Additional Water Treatment onboarding - In Person | £450 |
| Additional Cold Water Immersion Training - Video Call | £150 |
| Additional Cold Water Immersion Training - In Person | £450 |
C. Consumables & Common Parts
Prices for replacement consumables and regularly-used components not covered under warranty, such as filters, UV lamps, and seals.
| Item | Price (ex VAT) |
|---|---|
| Filter sets (commercial duty) | from £20 |
| UV bulb/lamp (commercial duty) | from £90 |
| Seals / gaskets kits | from £5 |
| Replacement insulated topper (Pro) | from £450 |
Preventative Options
Monthly service plans can reduce downtime and emergency costs.
Talk to Us
Contact Support for multi‑site quotes, SLAs and out‑of‑hours coverage.
Key Notes
Additional information about when charges apply, VAT, international service rates, and return responsibilities.
- Charges apply where work is outside warranty coverage or where warranty is void (see Warranty and Terms of Sale).
- Service re‑booking fees apply when an appointment is cancelled with less than 48 hours' notice or if we cannot safely proceed due to site conditions.
- Travel/time surcharges may apply for remote locations; international service is POA and may require additional shipping and customs clearance.
- Consumables are not covered by the warranty (e.g., insulated toppers, filters, O‑rings, seals, gaskets, sacrificial anodes, UV bulbs).
- International returns: customer pays return shipping and any duties/taxes unless the Product is faulty or not as described (see Consumer/Commercial Terms).
- All prices exclude VAT unless stated. Rates subject to change; written quotes confirm current pricing.
Notes on Install Variations
The following clarifications apply to Install Rebooking, Abortive Install Visit, and Storage & Redelivery charges in Section B (both Consumer and Commercial Rates):
- Per bath vs per visit. Install Rebooking fees are charged per bath (capped at 4 baths per project for Commercial / Pro). Abortive visit fees are charged per visit, regardless of the number of baths intended for that day, as the cost driver is the wasted attendance, not the equipment count.
- Charges can stack. Rebooking and abortive visit charges are independent. Where an abortive visit occurs and a new installation date is then agreed, both an abortive visit charge and a rebooking charge (calculated by reference to the notice given for the new date) shall apply.
- Customer-caused events only. These charges apply only where the variation, delay or failure to proceed is attributable to the Customer or to circumstances within the Customer's control. They do not apply where the cause is attributable to Brass Monkey (engineer unavailability, manufacturing defect, our logistics failure) or to a Force Majeure Event.
- Repeat rebookings. Where a rescheduled installation date is itself rescheduled, each rescheduling is a separate chargeable event and the applicable tier is recalculated against the date in force at the time of each request.
- Notice measurement. Notice is measured from the Customer's written notification to the confirmed installation date in force at that time. Verbal notice does not constitute written notice for the purposes of tier calculation.
Last updated: May 2026