Need some help?
If you’ve got questions about what Refill is, how to sign up a Refill Station or how to set up your own Refill Scheme then you’re in the right place. Below you’ll find a list of frequently asked questions.
What is Refill?
Refill is a grassroots movement to help reduce plastic pollution at source by making it easier to reuse and refill your bottle with free tap water rather than buy a new one. The Refill app is used to find local Refill Stations that welcome passers-by to top up their water bottles.
The campaign is run by City to Sea, an award-winning community interest company advocating to stop marine plastic pollution at source. City to Sea was founded by environmental campaigner Natalie Fee in 2015.
How can I find Refill Stations without using the app?
The app is definitely the best way to find your local Refill Stations, but you can also keep an eye out for our blue and white Refill window stickers.
Can I order Refill bottles in bulk?
Yes! We partner with Chilly’s Bottles who not only sell our co-branded bottles but also make a donation to Refill for every bottle sold. To enquire about pricing or make a bulk order of 30 or more bottles simply contact [email protected] and copy in [email protected]. If you’re purchasing less than 30, you can do this here and at check out select the appropriate quantity as shown below.
Who is my Regional Coordinator?
City to Sea has a wonderful team of friendly and knowledgeable Regional Coordinators who can support you in getting more involved in Refill where you live, including setting up a Refill Scheme. In England, our Regional Coordinators cover areas supplied by different water companies so you’ll need to check which company supplies the water where you live.
|Northumbrian Water, Yorkshire Water||Charlotte Hawkins||[email protected]|
|United Utilities, Anglian Water, Essex and Suffolk Water, Hartlepool Water||Sarah Irving||[email protected]|
|Affinity Water, Portsmouth Water, SES Water, South East Water, Southern Water||Mala Nathan||[email protected]|
|Severn Trent Water, South West Water, Wessex Water, Thames Water (outside London), South Staffs Water, Bournemouth Water||James Watt||[email protected]|
|Thames Water (London)||Nadine Aljandali||[email protected]|
|Bristol Water||Michelle Cassar||[email protected]|
|Wales||Hannah Osman||[email protected]|
|Scotland||Sarah Irving||[email protected]|
What is a Refill Station?
A Refill Station is a location where you can refill your water for FREE from a tap or water fountain. You can find Refill Stations near you using the Refill app. You can find them in a variety of locations including shops, cafe, businesses, community buildings and public water fountains.
How do I register as a Refill Station?
The easiest way to register a Refill Station is by using the Refill app. If you don’t already have it, you can download it from the App Store or Google Play. Once you have the app, you’ll need to tap ‘Get Involved’ then ‘Add a Station’ and fill out the details. Don’t forget to take a picture to help others recognise your Refill Station.
If you’re unable to use the app, you can register your Refill Station on our website, go to the ‘Add a Station’ page and fill out the details there. Please note that Refill Stations added via the website will take up to a week to appear on the app.
What is a 'publicly accessible' water point?
If you have a location where you’re happy to allow the public to enter and refill their tap water, either directly or by popping in to ask you to refill this is a ‘publicly accessible water’ point and can be registered as a Refill Station.
We can’t currently allow the following taps on our map due to safeguarding, access or hygiene issues:
- Places of residence
- Taps located in toilet areas
- Outside taps over an open drain
Do you need to be a food or drink business to be a Refill Station?
Absolutely not! We welcome all types of businesses, from galleries and museums to banks and bars. As long as your business or location is not a school, nightclub, place of residence or an outside tap over an open drain, we’d love to have you on board as a Refill Station.
Do I have to give you my email when adding a Refill Station?
Yes, we need a business or personal email address for the business or business owner when adding the premises onto the Refill app. This is so we can send key information to help make the most of being a Refill Station, including benefits to the business and guidance to ensure water quality and hygiene.
I'm having problems adding a Refill Station
If you’re having any issues adding a Refill Station we’d like to know about them, to ensure we resolve them as quickly as possible. Please contact us, using the form – selecting “providing feedback”.
What about water quality and hygiene?
Keeping our users and your customers hydrated and happy is really important. We have access to some of the best tap water in the world that goes through an extremely stringent testing process before it reaches our taps. Refilling is perfectly hygienic so long as you follow these simple guidelines to keep it clean:
- Remember to wash your bottle as often as you would wash a glass at home.
- When Refilling the bottle should never touch the tap or jug. Keep a clear gap to avoid any potential for contamination.
- When you are handing over your bottle to be refilled take off the lid yourself, and when refilling for someone else never touch your hand to the neck of the bottle/glass.
- If you feel a Refill Station is unhygienic please report this through the feedback section on the app. As a Refill Station, if someone’s bottle smells bad or looks filthy, you don’t have to Refill it.
Do I need a Food Hygiene Certificate to sign up as a Refill Station?
When signing up as a Refill Station through the app or on the website, you will be asked to tick a box to let us know if you have a Food Hygiene Certificate. This is not a requirement to be a Refill Station, but it can sometimes be helpful for refillers to know.
What is a Refill Scheme?
A Refill Scheme is a group (big or small) of organised people who engage with their communities to achieve real change and further the aims of Refill at a local level, encouraging people to carry a reusable bottle and refill. Central to this is signing up and promoting Refill Stations: cafes, shops and other businesses or community buildings willing to participate and provide free tap water.
How do I start my own scheme?
Before starting a new Refill Scheme you should check our scheme map to make sure one doesn’t already exist in your area. If you have a local scheme already we encourage you to reach out to them to offer any support. If not, you can find all the information you need about starting your own Scheme here.
Can I start a Refill Scheme outside of the UK?
Currently refill is operational in the UK. We do however have plans to grow into other parts of the globe and encourage existing communities and organisations to support the mission of Refill in their area. To start a Refill Scheme outside of the UK please get in touch with Gus on [email protected]
Where do I find logos and brand assets?
You can find a selection of Refill brand assets at https://brand.refill.org.uk including logos, guidelines and posters. Once a Refill Scheme has been established and signed an agreement with us, the Regional Coordinator will provide you with extra design assets to help you get your scheme moving.
The Refill app
With our new app, your refills go further!
If you’re a regular user of the Refill app you’ll have noticed we’ve been working really hard to make a few key changes that will now make your refills go that one step further to helping our planet.
What’s new with the app?
Through the new Refill app, you’ll now be able to build your own personal profile to measure the environmental impact of your actions — giving yourself a well-deserved high-five! By logging your refills you’ll see the number of bottles you’ve saved, the carbon emissions saved from plastic production and how much you’ve raised to go towards future plastic reducing projects from City to Sea.
How does the 13p donation to City to Sea work?
For every Refill logged in the app 13 pence will be donated to Refill by our generous partners (kicking off with Water UK) to help fund City to Sea’s vital campaigning work to tackle plastic pollution at source!
Why 13 pence?
13 pence reflects the 13 million tonnes of plastic leaking into the world’s oceans each year. This plastic is being ingested by seabirds, fish, and other organisms and according to research by the Ellen MacArthur Foundation by 2050, the ocean will contain more plastic by weight than fish. And here at City to Sea, we want to stop plastic pollution at source!
How do I log my refill?
To log your Refill you’ll need to open the Refill app when you’re at a Refill Station. In the map you’ll see the Station you’re at, tap on the Station, then tap ‘Refill here’ – and there you have it.
You can also share your Refills with your friends on social media to encourage them to join and you can see your total refills on your account, as well as how much money has been donated to City to Sea to help future plastic reducing projects.
I'm having problems adding a Refill Station
When adding a Refill Station, if you see this error message:
“An error occurred, please try again later”
There is a slight glitch, but this has been sent through for moderation, ignore the message and there no need to add the station again. We’re working to get this fixed as soon as possible. If your Refill Station hasn’t appeared within 48 hours then you can add it again!
I'm having trouble logging in
If you’re having trouble logging in, you should double check you don’t already have an account. The easiest way to do this is select ‘forgot my password’ and then follow the prompts. If the problem persists, contact us here and we’ll do our best to follow up as soon as possible.
I can’t log my Refill, but I’m in range of the Refill Station - what should I do?
If you get the message ‘not in range’ when you’re trying to log your Refill in the app, it could be due to the location not updating correctly, the best way to resolve this issue is by restarting the app.