Terms & Conditions
Aqua Solutions – Terms and Conditions
Please carefully read these Terms and Conditions (Points 1–15) before purchasing any products, services, or installations from Aqua Solutions. These terms are legally binding and are designed to protect both parties. Proceeding with a purchase or installation confirms your full acceptance of these Terms.
We strongly recommend that you review and sign each page of these Terms to ensure full understanding. Please note that additional costs may arise under certain conditions.
1. Call-Out Fees
1.1. A call-out fee is payable every time a technician is dispatched to a client site, regardless of product age or warranty status.
1.2. The standard call-out fee within Johannesburg and Pretoria is R935 excluding VAT. For areas outside these cities, an additional charge is calculated as follows:
(Distance in km x 2 for a round trip) x per km fuel rate + R935 (excl. VAT).
2. Client Responsibility for Inspecting Goods
2.1. As Aqua Solutions operates as a high-volume distributor, individual packages are not opened for quality control. Customers are fully responsible for inspecting their goods upon collection or delivery.
2.2. If goods are collected or delivered without prior inspection and are later found to be defective or incomplete, the customer will bear the courier costs for any returns, exchanges, or deliveries of missing parts.
3. Client Satisfaction Confirmation
3.1. All clients are required to sign a Client Satisfaction Form upon completion of technical services. Failure to sign will be deemed acceptance that services were delivered satisfactorily.
4. Courier Damage & Costs
4.1. Aqua Solutions is not liable for any damage caused by third-party couriers during transit.
4.2. Courier fees are not covered under product warranties and must be borne by the client.
4.3. Warranty claims only cover the product, not transportation costs to and from Aqua Solutions.
4.4. Goods not collected within 48 hours of purchase may be returned to stock, and the client will be refunded or credited.
5. Power Supply and Load Shedding
5.1. Electrical outages (e.g., load shedding) may impair water system operations. Aqua Solutions accepts no responsibility for operational failures due to unstable power supply.
5.2. Clients are responsible for installing backup systems (e.g., generators or solar power).
5.3. Surge protection must be installed on the electrical supply to filtration/purification systems.
5.4. Damage from power surges, outages, or client negligence voids warranties. Aqua Solutions disclaims liability for any resulting damages or losses.
6. Faulty Products and Repairs
6.1. Faulty products must be accompanied by a valid invoice and booked within the warranty period. Repair times range from 2–14 business days, and up to 3 months if parts are not available locally.
6.2. If remote diagnostics are inconclusive, a technician will be dispatched at the client’s cost. Further travel or replacement parts are also billable.
6.3. Aqua Solutions is not responsible for shipping costs on faulty parts sent for evaluation or identification.
6.4. Commercial clients (e.g., water shop owners) are strongly advised to maintain stock of essential spare parts to reduce downtime.
6.5. Replacement parts may need to be purchased before the faulty ones are evaluated due to recurring or intermittent issues.
7. Onsite Repairs and Tampering
7.1. Even new machines brought in for service must be accompanied by proof of purchase. If the unit was tampered with or is out of warranty, a minimum fee of R550 excl. VAT applies.
8. Client-Managed Installations
8.1. Aqua Solutions assumes no liability for damage or malfunction caused by incorrect client installations. This voids any product warranty.
8.2. Technical documentation (e.g., wiring diagrams) must be requested prior to installation.
8.3. Installation assistance is a paid service. Technical errors due to client actions may incur higher repair costs. We recommend using Aqua Solutions-approved installers.
9. Installations by Aqua Solutions
9.1. Installation prices are limited to standard setups (e.g., a 1000LPH RO system over 3 days). Unforeseen delays due to load shedding, site inaccessibility, or mechanical faults may require additional trips. These will be billed separately.
9.2. Clients running a business are advised to maintain an inventory of commonly needed spare parts, especially when located far from Aqua Solutions.
9.3. Costs for damaged parts due to poor water quality or electrical issues (e.g., solenoids, pumps) range from R500–R5000 and should be insured.
10. Refunds and Order Cancellations
10.1. Refund requests are processed within 1–3 business days.
10.2. A 10% administrative fee will be charged for all canceled, paid orders. Please confirm your order before payment.
11. Industrial Machinery Returns
11.1. Industrial systems are not considered consumer goods; therefore, refunds or replacements are not offered once shipped or installed.
12. Returns and Remote Troubleshooting
12.1. Clients should provide videos/photos to facilitate remote diagnosis. If unsuccessful, the standard return procedure applies.
12.2. Unused, undamaged products may be returned within 7 days in their original packaging. Warranty assessment may take up to 4 weeks. Clients may prefer to purchase a replacement part to minimize downtime.
13. Warranty Terms
13.1. Membranes, filter media, and filters are consumables and carry no warranty.
13.2. Electrical components for industrial systems carry a 6-month limited warranty.
13.3. Pumps carry a 6-month warranty but are subject to discretionary assessment. Damage from poor water quality or overuse is not covered. Downtime is not compensated.
13.4. Courier fees for returns or replacements are not covered under warranty.
14. Return and Warranty Process
14.1. Returns are only accepted for unused, undamaged products in original packaging within 7 days of delivery.
14.2. Warranty durations vary. Clients are advised to confirm warranty periods before purchase.
14.3. Aqua Solutions provides warranty coverage on faulty components only, not on transportation, diagnostics, or labor.
14.4. Replacing a part while the faulty one is being repaired is the customer’s responsibility and is encouraged to avoid operational disruption.
15. Water Analysis Requirement
15.1. A water analysis report (no older than 3 months) is mandatory before Aqua Solutions recommends any water purification or filtration system. This applies to all water sources including boreholes, rivers, dams, and seawater.
15.2. Aqua Solutions is not liable for equipment malfunctions if a water analysis was not provided prior to purchase.
15.3. Should equipment fail and no water analysis was previously submitted, the client agrees to provide updated water test results at their own expense for troubleshooting.
Disclaimer & Limitation of Liability
Aqua Solutions shall not be held liable for any indirect, incidental, consequential, or special damages, including but not limited to, loss of revenue, downtime, or loss of business arising from product failure, installation issues, or services rendered—whether under warranty or not.
Client agrees that the total liability of Aqua Solutions under any circumstance shall not exceed the amount paid for the specific product or service involved in the claim.
Would you like this formatted as a downloadable PDF or branded Word document for client use?