I-Sense 7-Day Uptime Guarantee

What’s Included?

• 1-Working-Day Technical Response: Our technical team will respond to reported faults within one working day.
• 2-Working-Day Fault Assessment: We aim to complete our initial assessment within two working days, subject to receiving the necessary information.
• 7-Working-Day Resolution: If your chiller develops a qualifying warranty fault that prevents normal operation, we’ll have your ice bath repaired and operational within seven working days.
• On-Site Repairs: Our engineers will attend your premises where necessary to complete the repair or replacement.
• Parts and Labour Included: All qualifying replacement parts, labour and engineer travel are covered at no additional cost.
• £150 Compensation Guarantee: If we miss the seven-working-day restoration deadline for reasons within our control, we’ll pay you £150.
• Two Years of Protection: Included free with eligible Chill Tubs purchases from 1 November 2026 onwards.

1. Guarantee Provider

The 7-Day Uptime Guarantee is provided by Sunscape Innovations Ltd, trading as I-Sense.

This is an additional aftercare commitment offered directly by I-Sense and is separate from the manufacturer’s standard warranty.

The guarantee is provided at no additional cost to eligible customers.

2. Eligibility

The 7-Day Uptime Guarantee is available exclusively on Chill Tubs ice baths purchased directly from I-Sense on or after 1 November 2026.

To qualify:

• The Chill Tubs ice bath must have been purchased directly from I-Sense on or after 1 November 2026.
• The equipment must be located within mainland Great Britain.
• The fault must occur within two years of the original delivery date.
• The reported issue must be a qualifying chiller failure covered under the applicable product warranty.
• The customer must provide reasonable cooperation with fault diagnosis and engineer access.

The guarantee does not apply retrospectively.

Chill Tubs purchased or installed before 1 November 2026 are not eligible for this scheme.

Equipment purchased before 1 November 2026 but installed after that date is also excluded.

Existing customers remain covered by their original applicable warranty arrangements.

3. Technical Support Response Times

When a customer reports a fault, I-Sense commits to providing an initial technical response within one working day.

Our technical team will assess the reported issue and, where necessary, request additional information to assist with diagnosis.

This may include:

• Equipment model and serial number.
• Photographs or videos showing the fault.
• Error codes or control panel information.
• A description of the symptoms.
• Basic troubleshooting checks that can be completed safely.

We aim to complete the initial fault assessment within two working days, provided the customer supplies the information reasonably required.

Where an on-site repair or replacement is necessary, our team will arrange an engineer visit.

4. Seven-Working-Day Restoration Commitment

In the event of a qualifying chiller failure covered under warranty that prevents the ice bath from operating normally, I-Sense guarantees to restore normal chiller operation within seven working days.

The seven-working-day period begins when a valid fault report is received through an approved I-Sense support channel.

A valid report must contain sufficient information to identify the customer, equipment and reported problem.

The restoration deadline does not depend on when I-Sense formally confirms the fault.

Restoration may involve repairing the existing chiller or installing a suitable replacement.

The repair or replacement must be completed and the chiller tested to confirm it is operating correctly within the guaranteed period.

The guarantee covers the restoration of normal chiller operation, rather than the time subsequently required for the water to reach its selected temperature.

5. What Happens If We Miss the Deadline?

If I-Sense fails to restore normal chiller operation within seven working days of a valid fault report for reasons within our control, the customer will be entitled to a £150 compensation payment.

This payment will be made by bank transfer within 14 calendar days of the missed deadline, subject to verification that the claim qualifies.

The customer will not be required to demonstrate financial loss to receive this payment.

I-Sense will remain responsible for completing the qualifying repair or replacement at no additional cost.

The £150 payment is an additional contractual benefit and does not limit or replace any other legal rights or remedies available to the customer.

6. Parts, Labour and Travel

For qualifying warranty failures covered by the 7-Day Uptime Guarantee, I-Sense will cover:

• Diagnosis and technical support.
• Replacement components where required.
• Repair or replacement labour.
• Engineer travel to the installation address.
• Testing and commissioning following the repair.

There are no additional charges for qualifying work carried out under the guarantee.

I-Sense reserves the right to determine whether a repair or replacement is the most appropriate method of restoring normal operation.

Replacement components may be new or professionally refurbished, provided they meet the required specifications and performance standards.

7. What Is Covered?

The seven-working-day restoration commitment applies specifically to qualifying failures of the Chill Tubs chiller system that prevent the equipment from operating normally.

Examples may include:

• Compressor failure.
• Refrigeration system failure.
• Circulation pump failure within the chiller assembly.
• Electrical or electronic failures affecting chiller operation.
• Other internal chiller component failures covered under warranty.

Other faults affecting the ice bath remain subject to the applicable product warranty but are not automatically covered by the seven-working-day restoration commitment.

8. Exclusions

The 7-Day Uptime Guarantee does not apply to failures caused by circumstances excluded under the applicable product warranty, including:

• Accidental or deliberate damage.
• Misuse or improper operation.
• Failure to follow the manufacturer’s maintenance requirements.
• Damage caused by freezing or inadequate winter protection.
• Unauthorised repairs or modifications.
• Incorrect installation or unsuitable electrical supplies.
• Damage caused by external factors outside the equipment itself.

Issues unrelated to a qualifying chiller failure are not covered by the seven-working-day commitment.

Any exclusions will be assessed according to the applicable warranty terms and the circumstances of the reported fault.

9. Customer Cooperation and Site Access

Customers must provide reasonable assistance to enable fault diagnosis and repair.

This includes responding to reasonable technical enquiries, supplying requested information and making the equipment accessible for engineer attendance.

Where an engineer appointment is offered within the guaranteed timeframe but the customer cannot provide access, the restoration deadline may be extended by the period of delay attributable to the customer.

The same applies where the customer does not provide essential diagnostic information reasonably requested, and this directly prevents I-Sense from progressing the claim.

Any extension must be reasonable and will be communicated to the customer in writing, including the reason and revised deadline.

I-Sense will not extend the deadline solely because of its own engineer availability, stock shortages or administrative delays.

10. Working Days and Reporting Times

For this guarantee, working days are Monday to Friday, excluding bank holidays in England and Wales.

Fault reports received before 5 pm on a working day are considered received on that day.

Reports received after 5 pm, on weekends or on bank holidays are considered received on the next working day.

The working day on which a valid report is received is designated day zero.

The following working day is day one.

The restoration deadline expires at 5 pm on the seventh working day.

11. Guarantee Duration

The 7-Day Uptime Guarantee is valid for two years from the original delivery date of an eligible Chill Tubs ice bath.

It is included at no additional cost.

The guarantee does not renew or restart following a repair or component replacement.

The guarantee applies only to equipment meeting the eligibility conditions set out in Section 2.

12. How to Make a Claim

Customers should report any suspected fault directly to I-Sense using the designated technical support contact details provided with their purchase.

When submitting a claim, please include:

• Customer name and contact details.
• Business name, where applicable.
• Chill Tubs model and serial number.
• Installation address.
• Description of the fault.
• Any relevant photographs, videos or error codes.

Our technical team will acknowledge the report and begin the assessment process within the stated response period.

13. Relationship to the Manufacturer’s Warranty

The I-Sense 7-Day Uptime Guarantee is an additional service commitment provided by Sunscape Innovations Ltd.

It does not replace or reduce the applicable manufacturer’s warranty.

Customers with equipment purchased before 1 November 2026 continue to receive their existing warranty coverage but are not eligible for the additional seven-working-day restoration commitment or its associated £150 compensation payment.

14. Statutory Rights

This guarantee is provided in addition to the customer’s existing statutory rights.

Nothing in these terms excludes or restricts any rights or remedies that cannot lawfully be excluded or restricted.

Guarantee Provider

Sunscape Innovations Ltd T/A I-Sense

Scheme commencement: 1 November 2026

Duration: Two years from delivery

Territory: Mainland Great Britain

Additional benefit: £150 compensation if I-Sense fails to meet the qualifying seven-working-day restoration commitment for reasons within its control.