Help centre
How can we help?
Answers to the most common questions. If you can't find yours, write to us: we reply within 24/48 working hours.
28 results
Water softener
How often do I need to add salt?
It depends on water consumption and hardness. For a household of 3-4 people, a 25 kg bag every 4-6 weeks is typical. The tank should never run out of salt: check it once a month.
Which salt should I use?
Tablet or granular salt made specifically for water softeners, food-grade purity. Don't use table salt or pool salt. With the Comfort plan we deliver it to your door with 15% off per bag, whenever you ask.
The water tastes salty or odd
It's usually an incomplete regeneration caused by a water or power cut, or a dirty valve. Let the water run for a few minutes and if it continues, let us know: it's a quick check.
How often should the softener be serviced?
Once a year: resin cleaning, pre-filter cartridge change, valve check and hardness adjustment. That's what the Essential plan includes.
Can I drink softened water?
Yes, it's fit for consumption, although it contains a little more sodium. That's why we recommend combining the softener with an osmosis system for drinking and cooking water.
Osmosis
How often are the filters changed?
Filters once a year and the membrane every 2-3 years depending on the water and consumption. In Care plans the filters are included in the annual service, and the membrane in Comfort and Total.
Little water comes out, or very slowly
Usually saturated filters or, in systems with a tank, a tank with no pressure. If the system hasn't been serviced for over a year, it's time to change the filters.
What's the difference between tank and direct-flow osmosis?
The tank version stores filtered water and is more affordable. Direct flow produces water on demand with no tank: it takes up half the space, gives more flow and is more hygienic.
What is the Direct Flow Programme?
We install a brand-new direct-flow osmosis system on loan: €390 set-up and installation plus a monthly fee from €19.90 with servicing, filters and membrane included. Minimum term 36 months.
Does osmosis remove minerals?
It reduces most dissolved salts. If you prefer water with minerals and better taste, the remineralising cartridge in the Vital Plan adds them back.
GrimePur Care plans
How do I sign up for a Care plan?
From the plans page: choose your system and plan, create your account and pay by card, Apple Pay or SEPA direct debit. It takes two minutes and we call you to schedule the first service.
When is the fee charged?
On the 1st of each month, automatically, using the payment method you chose. If a payment fails, it's retried until the 5th before we contact you.
Is there a minimum term?
No. Care plans can be cancelled whenever you like. Only if you cancel before 12 payments and we've already done the annual service is the difference up to its one-off price charged. The Direct Flow Programme does have a 36-month term, because it includes the system.
How do I cancel?
Write to us by email or WhatsApp with your name and system and we'll take care of it. For the Direct Flow Programme there's a cancellation request form at grimepur.com.
What if I have two systems?
The Duo plan covers a softener and an osmosis system in one fee, saving up to €4.90 a month compared with separate plans, with both services in the same visit.
What do the plans NOT cover?
Breakdowns caused by misuse or tampering by third parties, changes to the installation, travel beyond 80 km round trip and work unrelated to maintaining the system.
Technical service and visits
How long until you come?
Normal breakdowns within 2-3 working days; Total plan customers in under 48 hours. On Mondays and Fridays we only handle emergencies.
What are your opening hours?
Tuesday and Thursday 9:00 to 19:00, Wednesday 9:00 to 16:00. Monday and Friday, emergencies only. You can message us on WhatsApp at any time and we reply during opening hours.
Do you charge for travel?
For one-off services it's included up to 30 km round trip from Amposta. With a GrimePur Care plan, up to 80 km. If you live further away, only the extra kilometres are charged.
Do you repair systems you didn't install?
Yes. We're an official Kinetico service centre and we repair other brands. Send a photo of the system and the model label and we'll tell you if we have the part.
Is the advisory visit free?
Yes. We come to your home or business, test the water and tell you which system you need (or whether you need one at all). You can book it online.
Invoices and payments
How can I pay?
Bank transfer, card, Bizum during the visit and SEPA direct debit for monthly fees. Care plans are paid online with Stripe: card, Apple Pay or SEPA.
Where can I see my invoices?
In your customer area at grimepur.com, with the same account you signed up with. We also send them by email (or WhatsApp if you prefer).
Do prices include VAT?
Domestic plans are shown with VAT included. Prices for businesses and residents' associations are shown excluding VAT (+ VAT).
Can I get an invoice in my company's name?
Yes. Give us the company name, tax ID and address before the visit and the invoice will be issued to the company.
Business and residents' associations
What does the office osmosis dispenser include?
Equipment on loan with cold, hot and room-temperature water, annual service with filters and membrane, sanitisation, repairs and travel included. From €35 + VAT a month with installation or €42 + VAT with no upfront payment.
Do you work with property managers?
Yes. In the Community plan we deal directly with the property manager and leave a service report after every visit.
Can you issue a technical report for health authorities?
Yes, the full Business plan includes a technical report for every service, designed for hospitality, care homes and clinics.
Still have questions?
Talk to us
The person who replies is the same one who'll come to your home.