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.
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.
Guidance on Drinking Water Fountains
Our guide is aimed at organisations, groups and businesses who are looking to install water fountains for the benefit of their local community. Starting from scratch can be a little daunting, and we hope that the information provided here will help you to plan out your project and make a real splash! Download the full guide from our resources.
For our latest advice on offering water Refills and Coronavirus read our Water Refill and Covid guidance.
What is a Refill Station?
A Refill Station is a location where you can eat, drink or shop without the pointless packaging. From a coffee on your commute, to drinking water on the go, or grocery shopping with less plastic, you can find Refill Stations near you using the Refill app. Refill Stations can be shops, cafes, businesses, community buildings, public water fountains, transport hubs like train stations and airports, even libraries and hair dressers.
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 of the station, including what type of Refills are available.
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 for water refills.
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 onboard 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?
The health and safety of our Refill Station staff and their customers is our first priority. Experts have confirmed reusables are safe to use provided they are cleaned properly. Read our complete guidance for Refill Stations offering water refills.
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.
Here in the UK, we are lucky to 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. So you can be confident of the water quality of your refill.
How do I update my station details on the app?
If your business name or opening hours have changed, or if you’d like to update the image showing for your Refill Station, you can email the new details to us at [email protected] with the name and address of your station. Please note all images need to be in .jpg or .png format.
How do I delete my station from the app?
If your business is closing or you’ve decided you no longer want to be a part of the Refill campaign, we’ll be more than happy to remove your Station from the Refill app and database, just pop your business name and address in an email to us at [email protected] and will do the rest.
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]
The Refill app
What does the app do?
The free Refill app connects you to a global network of Refill Stations, putting the power to reduce plastic in your hands. Find your nearest Refill station on the map, and search for the type of Refill you want using the icons. Log your Refills and see how much plastic you have prevented in your personalised account page. You can also add a Refill station through the ‘get involved’ section of the app, and help spread the Refill Revolution.
How do I log my refill?
To log your Refill you’ll need to open the Refill app either when you are at the Refill Station, or nearby. In the map you’ll see the Station you’re at, tap on the Station, select the Refill type(s), then tap ‘Refill Now’ – 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. If you are part of a team, your Refills will be added to your joint account to see how much plastic you have saved together.
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 close enough to Refill’ 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.
I forgot to log my Refill, can I do it later?
As long as you are within 10 miles of the Refill station, you can log your Refills later on. So if you forget to log it while you’re there, or your hands are full from carrying your reusables, you can still log your Refills and track how much plastic you have prevented.
How do I add a Refill Station?
- Select the ‘get involved’ tab.
- Then click on ‘Add a Station’.
- Select a photo or take a picture of the Refill Point – (this is optional but it helps people recognise the Station).
- Tap select location, move the pin on the map to the correct location if you are not currently at the station.
- Click ‘confirm location’ or ‘use current location’ and the location details will be populated.
- Fill in the details for the location, and tell us a bit about this location.
- Select the Refill Station type, how to Refill and the features available.
- And save!
We’ll check if what you’ve added is suitable and willing to join us before it appears on the app.
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.
Do I have to create an account?
The app is best used with an account as this lets you log and track your Refills, including being able to log Refills of more than just water.