Terms of Service

Doc Ref: AS-TOS-V1 

Effective Date: 2026/09/03 (YYYY/MM/DD)

1. DEFINITIONS & COVERAGE 

1.1. These terms apply to all work carried out under the business name Aquata Services by any authorized operator, partner, or representative acting on behalf of the business. 

1.2. The term "Asset" refers to any aquatic infrastructure, life support system, or associated equipment subject to Services. This includes, but is not limited to: aquariums, ponds, display tanks, filtration units, pumps, pipework, UV sterilisers, control panels, and water features. 

1.3. The term "Services" refers to all electromechanical diagnostics, water quality testing, routine or emergency maintenance, equipment installation, system commissioning, design consultation, and associated engineering support provided by Aquata Services. 

1.4. The term "Client" refers to any individual, business, institution, or corporate entity authorizing work by Aquata Services. 

2. SERVICE STANDARDS, SCOPE & VARIATIONS 

2.1. All work is carried out with professional competence, care, and skill. Aquata Services follows and builds on industry best practices and applies evidence-based decisions using engineering principles.

2.2. Clear quotes or agreed rates are provided alongside a confirmed scope of service on a Service Agreement & Work Order (AS-SAWO) or written specification prior to the commencement of work.

2.3. Variations & Additional Work: Any required changes, extra hardware, or unexpected scope adjustments identified during service execution will be recorded under Section 6 (Variations) of the AS-SAWO and must be authorized by the Client prior to completion.

2.4. Services may be paused or refused immediately if site conditions present an unmitigated hazard, site security risk, welfare liability concern, or if equipment has been modified without documentation by third parties.

3. CLIENT SITE REQUIREMENTS
To enable safe and effective execution of Services, the Client agrees to provide:

3.1. Safe, unhindered, and timely access to the Asset, any associated control panels, and utility connections during agreed service windows.

3.2. Stable 230V AC and clean water, within reasonable proximity, at no charge to Aquata Services.

3.3. Complete disclosure of: system history, prior equipment modifications, leaks, chemical treatments, livestock additions, or disease outbreaks prior to work commencing.

3.4. Strict adherence to any post-service operational guidance, feeding regimes, or water management instructions provided following a service visit. 

4. ELECTRICAL SAFETY, GS38 ISOLATION & INSTALLED WIRING 

4.1. Pre-Work Testing Protocol: Prior to touching any submerged equipment or water body, Aquata Services conducts mandatory GS38-compliant electrical safety checks (including potential difference voltage testing relative to earth). If a critical electrical fault or potential difference is detected, work will be paused until the hazard is isolated or rectified. 

4.2. Isolation Permission: By authorizing services, the Client grants Aquata Services permission to temporarily isolate electrical supply switches or circuit breakers feeding the Asset to perform required operational safety checks, diagnostics, and maintenance. 

4.3. Compliance: All electrical safety diagnostics, modifications, panel assembly, and isolation procedures are carried out by competent personnel in accordance with industrial standards and the Electricity at Work Regulations 1989. 

4.4. Fixed Wiring Limits: Testing conducted by Aquata Services is localized strictly to the Asset and its immediate control gear. It does not constitute a formal building inspection, Electrical Installation Condition Report (EICR), or statutory audit. No warranty is implied regarding the overall compliance or capacity of the site’s main electrical supply. 

4.5. Installed Wiring & Custom Assemblies: Custom control panels, sub-assemblies, or electrical wiring directly installed or modified by Aquata Services are covered by the 30-day workmanship guarantee in Section 7, provided installed items remain unmodified following completion. 

4.6. Liability Exclusions: Aquata Services accepts no liability for electrical failure, circuit trips, component burnout, or consequential hazards resulting from:

(a) Unauthorized tampering, modifications, or additions made to installed wiring/panels by the Client or third parties.

(b) Pre-existing supply-side faults, voltage surges, neutral supply faults, or non-compliant client sub-panels.

(c) Moisture ingress or mechanical damage caused by Client non-compliance with operational guidelines.

5. COMMERCIAL TERMS, PAYMENT STRUCTURES & CANCELLATIONS 

5.1. Payment Options: 

(a) Upfront in Full: Payment required in full prior to commencement of works. Required for all initial service visits, new client onboarding, non-account customers, or high-value materials procurement.

(b) Payment on Completion (COD): Payment due immediately upon handover and completion of site works on the day of service. Available to established, active accounts at Aquata Services' discretion.

(c) Deposit + Balance: Agreed deposit required prior to procurement/commencement; remaining balance payable immediately upon completion/handover. Typically applied to projects or equipment installations exceeding £1,000 total value (threshold may vary at Aquata Services discretion).

(d) Net 30 Days: Strictly reserved for corporate, educational, and commercial B2B entities operating under an approved Purchase Order (PO).

5.2. Multi-Visit Upfront Service Blocks & Non-Refundability:

(a) Fixed Commitment: Multi-visit packages paid upfront at a discounted rate represent a fixed-term commercial commitment for dedicated engineering capacity and scheduled service windows. 

(b) Non-Refundable Nature: Upfront multi-visit payments are non-refundable once the service term has commenced. 

(c) Account Credit & Deferral: If a Client needs to alter their scheduled service pattern, unused visit allocations may be deferred or converted into service credit for additional works, equipment upgrades, or emergency call-outs within 12 months of the original invoice date. Credits are non-transferable to third parties and hold no cash redemption value.

5.3. Payment Processing & Direct BACS: All payments must be made according to details stated on formal invoices. 

Referencing the relevant Work Order or Invoice Number.

5.4. Overdue Accounts & Late Payment Charges: 

(a) Private Accounts: Invoices unpaid past 14 calendar days from the due date incur an administrative fee of £3.00 per day until settled. 

(b) Commercial Accounts: Accounts 30+ days overdue are subject to statutory interest and debt recovery costs under the Late Payment of Commercial Debts (Interest) Act 1998 at 8% above the Bank of England base rate.

(c) Service Suspension: Future visits, diagnostic reports, and warranty support will be withheld while any account balance remains overdue.

6. LIMITATIONS OF LIABILITY & RISK ALLOCATION 

6.1. Pre-Existing Defects: Aquata Services is not liable for structural failures, pipework leaks, glass/liner breaches, or electrical/mechanical issues resulting from pre-existing component wear, material degradation, improper original installation by third parties, or subterranean ground movement. 

6.2. Biological & Livestock Risk: Aquatic ecosystems are sensitive to environmental shifts. Aquata Services is not liable for livestock illness or loss resulting from pre-existing sub-clinical pathogens, latent infections, natural causes, or failure to follow post-service care instructions. 

6.3. Nuisance Algae & Pathogens: Diagnostic and corrective support is provided for water quality and clarity. Complete or permanent eradication of nuisance algae or biological pathogens is not guaranteed due to external environmental variables (sunlight, rain run-off, bioload). 

6.4. Sub-surface Utilities & Excavation Disclaimers: Where Services involve trenching, pipe-laying, or ground-breaking excavation: 

(a) The Client must clearly disclose, mark, and notify Aquata Services of the exact location of all underground services (including gas, electricity, water, drainage, and telecommunications) prior to work commencing. 

(b) Cable Avoidance Tools (CAT), utility plans and other assistance utilised by Aquata Services are for operational convenience and guidance only, and do not guarantee absolute utility locations.

(c) Aquata Services accepts no liability for damage to unmapped, incorrectly marked, improperly buried, or unnotified underground utilities, nor for any resulting consequential losses or repair costs. The Client agrees to indemnify Aquata Services against all claims arising from accidental strikes on such unnotified infrastructure. 

6.5. Financial Cap on Liability: To the maximum extent permitted by UK law, total cumulative financial liability for any claim or contractual breach arising from a job is strictly limited to the total service fee paid by the Client for that specific job. Indirect, special, or consequential commercial losses are explicitly excluded. 

7. GUARANTEE & WARRANTIES 

7.1. A 30-day workmanship guarantee applies to all installation and repair labour. Verified defects in labour within this window will be rectified at no additional charge. 

7.2. New hardware (pumps, filters, UVs etc.) carries the standard manufacturer’s warranty. Assistance will be provided to process valid warranty claims for equipment supplied by Aquata Services. 

7.3. Consumable items (filter pads, UV lamps, O-rings, Aquata Services operational consumables i.e. test reagents etc.) and damage caused by client misuse, dry-running pumps, or physical site damage are excluded from warranty coverage. 

8. CANCELLATIONS & ABORTED VISITS 

8.1. Service visits may be rescheduled or cancelled by providing at least 24 hours’ written notice. 

8.2. Aborted Visit Fee: If an operator arrives on site at the scheduled time but cannot perform Services due to restricted access, absent keys/codes, uncontained domestic animals, or lack of electrical/water utility access, an Aborted Visit Fee equal to 50% of the scheduled service fee will apply. 

9. COMPLAINTS & RECTIFICATION 

9.1. Any concern regarding service execution must be submitted in writing to info@aquataservices.com within 48 hours of completion of work. 

9.2. Aquata Services shall be granted a reasonable opportunity (within 5 business days) to inspect the site and rectify any verified workmanship defects before any alternative remedies or third-party interventions are pursued. 

10. GOVERNING LAW 

10.1. These terms are governed by and construed in accordance with the laws of England and Wales.