Cancellation and Refund Policy

1. Introduction

This Cancellation and Refund Policy applies to all orders placed with AquaVita Mineral Water Trading LLC and is intended to clearly define the rights and obligations of both the company and its customers, ensuring transparency and smooth delivery operations.

By placing an order with AquaVita, you acknowledge that you have read, understood, and agreed to be bound by the terms of this policy.

2. Acceptance of Policy

Placing an order with AquaVita constitutes full and unconditional acceptance of this Cancellation and Refund Policy and all terms contained herein.

3. Cancellation by the Customer

The customer acknowledges and agrees that cancelling or attempting to cancel an order for reasons not attributable to AquaVita, including but not limited to providing incorrect details, invalid contact information, inaccurate delivery address, unresponsiveness, being unreachable, or unavailability at the delivery location, shall constitute a breach of the unconditional and irrevocable authorization granted in favor of the company (“Authorization Breach”).

In the event of an Authorization Breach, the customer shall be liable to pay liquidated damages equal to the full value of the order. The customer hereby authorizes AquaVita to deduct or collect the payable amount through any means deemed appropriate by the company, including deduction from any future amounts payable by the customer.

4. Cancellation Before Dispatch

The customer may cancel the order without any charges, provided that the cancellation is made before the delivery truck departs from the company’s warehouse.

Any cancellation requested after the delivery process has commenced shall be subject to the terms outlined in this policy.

5. Refusal to Accept Delivery

If the customer refuses to accept the order upon arrival of the delivery team for reasons not attributable to AquaVita, such refusal shall be considered a cancellation after dispatch, and the relevant terms of this policy shall apply.

6. Cancellation by the Company

AquaVita reserves the right to cancel an order in certain circumstances, including but not limited to technical issues, product unavailability, or operational reasons attributable to the company.

In such cases, the customer shall not be charged any cancellation fees. If payment has already been collected, the applicable amount or part thereof shall be refunded in accordance with the company’s procedures.

7. Complaints and Product Quality

Any complaints related to an order, including delivery of an incorrect order or issues related to product quality, must be submitted within 24 hours of delivery.

The customer is required to provide reasonable proof to enable the company to assess and resolve the complaint.

Complaints and supporting details should be sent to:
support@aquavitaco.com

8. Refund Policy

Due to the nature of the products supplied, water and water gallons are non-returnable once delivery has been completed, except in cases where an error is attributable to AquaVita, such as delivery of an incorrect order or a confirmed quality issue.

If a refund is approved, the refunded amount will be returned to the customer via an agreed payment method within a period not exceeding two (2) weeks from the date of refund confirmation.

9. Delivery Coverage Area

AquaVita provides delivery services within its approved service areas in the Emirate of Dubai. Delivery times may vary depending on location and operational conditions.

10. Force Majeure

AquaVita shall not be held liable for any delay or failure in the performance of its obligations arising from circumstances beyond its reasonable control, including but not limited to adverse weather conditions, accidents, technical failures, government actions, or emergency situations.

11. Acceptance of Policy

Placing an order with AquaVita constitutes full and unconditional acceptance of this Cancellation and Refund Policy and all terms contained herein.