1. Live Chat
Live Chat is the fastest way to reach Capsule Whales Support for general questions, order
information, and basic troubleshooting.
Availability:
• Live Chat is typically available during standard business hours (UK time).
• Response times vary depending on demand.
What you can use Live Chat for:
• Questions about products
• Delivery updates
• Installation scheduling
• Basic troubleshooting
• Documentation requests
Live Chat is not suitable for:
• Warranty claims
• Technical diagnosis requiring photos or videos
• Emergency off-grid support
If Live Chat is offline, please use Email Support instead.
2. Email Support
Email Support is recommended for detailed inquiries, technical questions, and warranty-
related communication.
What to include in your email:
• Full name
• Order number (if applicable)
• Capsule serial number (if available)
• Description of your question or issue
• Photos or videos when relevant
• Location of the capsule (for installation or service issues)
Typical response time:
• Within 1–2 business days
• Urgent cases will be prioritised based on severity
Email Support is the official channel for:
• Warranty claims
• Service visit requests
• Reporting defects
• Updating order information
• Sharing documents and plans
3. Technical Support
Technical Support is available for issues related to:
• Electrical systems
• Water systems
• Heating and ventilation
• Off-grid components (solar, batteries, AWG)
• Installation guidance
• On-site service assessments• On-site service assessments
How technical support works:
1 Submit a request through Email Support.
2 Provide photos, videos, and a description of the problem.
3 A technician may guide you through initial checks remotely.
4 If required, an on-site service visit will be scheduled.
Technical Support covers Capsule Whales factory-installed systems.
Third-party installations or modifications may require external specialists.
4. Emergency Off-Grid Support
Emergency Off-Grid Support is available for customers experiencing immediate operational
issues that affect essential living systems, such as:
• Complete loss of power
• Complete loss of water
• Major system failure (electrical, battery, solar controller)
• Severe structural or safety-related issues
• Water ingress that risks damaging electrical components
How to request emergency help:
• Mark your email as “URGENT – OFF GRID SUPPORT”.
• Provide your phone number and preferred callback time.
Important notes:
• Response times depend on the severity of the issue and technician availability.
• Emergency support focuses on restoring basic function or stabilising the situation.
• Full resolution may require a scheduled service visit.
This service is intended for operational emergencies only, not general inquiries.
5. Sales & Project Inquiries
For new customers or ongoing project discussions, the Sales Team can assist with:
• Product information• Product information
• Capsule specifications
• Off-grid system packages
• Delivery and installation logistics
• Quotes and proposals
• Payment schedules
• Upgrades or customisation options
You may contact sales through:
• Live Chat (quick questions)
• Email (detailed discussions)
• Scheduled consultations for larger projects
Sales inquiries are not handled by technical support, so please ensure you contact the correct
department for faster service.
6. Business, Government & Resort Projects
Capsule Whales works with:
• Eco-resorts and developers
• Government housing and emergency accommodation projects
• Tourism agencies
• Smart-community initiatives
• Landowners and hospitality groups
• NGOs and off-grid pilot projects
For large-scale or specialised developments, the Business Projects Team provides:
• Concept development
• Technical feasibility studies
• Smart community planning
• Off-grid system design
• Project quotations and timelines• Project quotations and timelines
• Partnership opportunities
• Export and international delivery solutions
Contact the Business Projects Team through the dedicated email listed on the Capsule
Whales website or via scheduled consultation.
