Hydrogen Vitality is a trading name of Optimal Engineering Ltd, a company registered in Ireland under Company Number 726499 and VAT Number IE4100597KH with a registered office at Clongall, Edenderry, Co. Meath (referred to in this policy as "we", "us", or "our").
Email: info@hydrogenvitality.ie
Last updated: 16 May 2026
1. Our Commitment
Hydrogen Vitality is committed to providing professional, fair, and timely support to all of our customers. This policy sets out how we handle support requests, what you can expect from us, and how you can help us resolve your issue as efficiently as possible.
2. How to Contact Us
Support is available exclusively through the following channels:
- Email: info@hydrogenvitality.ie
- Contact Form: Available on our website at hydrogenviality.ie
We do not currently offer phone, live chat, or social media support. All support requests must be submitted in writing through one of the above channels to ensure accurate record-keeping and follow-up.
3. Support Hours and Response Times
Our support team is available during the following hours:
- Monday to Saturday, 9:00am – 5:00pm (Irish Standard Time / IST)
We are closed on Sundays and Irish public holidays. Requests received outside of these hours will be handled on the next available business day.
We aim to respond to all support enquiries within 48 hours of receipt during business hours. Response times may be longer during periods of high enquiry volume or around public holidays. We will always acknowledge receipt of your request and keep you informed if additional time is needed to resolve your issue.
4. What We Can Help With
Our support team is equipped to assist with the following matters:
- IC Card enquiries — activation issues, card not working at a Machine, card balance queries
- Lost, stolen, or damaged Cards — initiating deactivation and arranging balance transfer to a new Card
- Top-Up Credit — purchase confirmation, credit not appearing on Card, billing queries
- Starter Kit — availability status, non-receipt of kit
- Account issues — login problems, updating account details, account deletion requests
- Machine issues — reporting a Machine that appears to be out of service or malfunctioning
- General policy enquiries — clarification on our Terms & Conditions, Refund Policy, or Privacy Policy
5. What We Cannot Help With
To manage expectations clearly, our support team is not able to assist with the following:
- Medical or health-related advice regarding hydrogen-enriched water or its effects
- Issues caused by third-party services, internet providers, or devices used to access the Website
- Requests to waive, override, or make exceptions to our published policies without proper justification
- Enquiries submitted through unofficial channels (e.g. social media direct messages, third-party platforms)
6. Information Required When Contacting Us
To help us resolve your issue as quickly as possible, please include the following information in your support request:
- Your full name and the email address associated with your account
- Your order number or proof of purchase, where applicable
- Your IC Card number (if the enquiry relates to your Card or balance)
- A clear and detailed description of your issue, including any relevant dates or steps already taken
Incomplete requests may result in a delay while we seek additional information from you.
7. Lost or Stolen Card Reports
If your IC Card is lost or stolen, please contact us as soon as possible at info@hydrogenvitality.ie. We will deactivate your Card upon verification of your identity and account details to prevent unauthorised use. Please note that we are not liable for any credit used on your Card prior to us receiving your report.
Full details of the Card replacement process are set out in our Terms & Conditions.
8. Respectful Communication
We are committed to treating every customer with courtesy and professionalism, and we ask that the same standard be extended to our team. We reserve the right to decline or discontinue support in cases where a customer engages in abusive, threatening, offensive, or otherwise inappropriate communication. This includes but is not limited to the use of aggressive language, harassment, or repeated bad-faith submissions.
9. Misuse of Support
Submitting false, misleading, or duplicate support requests in order to obtain refunds, credits, or other outcomes to which you are not entitled may be considered fraud and may result in account suspension or termination, as well as referral to the relevant authorities where appropriate.
10. Consumer Rights
Nothing in this Customer Support Policy limits or affects your statutory rights as a consumer under Irish or EU law. If you are unhappy with the outcome of a support request, you may escalate your complaint by emailing info@hydrogenvitality.ie with the subject line "Formal Complaint", and we will address it in accordance with our internal complaints procedure.
You also have the right to refer unresolved disputes to the EU Online Dispute Resolution platform at https://ec.europa.eu/consumers/odr.
11. Changes to This Policy
We may update this Customer Support Policy from time to time. Any changes will be reflected on this page with an updated "Last updated" date. Your continued use of our Website or services following any changes constitutes acceptance of the revised policy.