Delivery Terms and Conditions

Standard Home Delivery Terms & Conditions

All standard home deliveries are facilitated via third-party freight companies. Accordingly, any delivery or collection contract is formed directly between the customer and the freight provider. While Aqua Pulse Spas may collect payment for freight services, this does not constitute a delivery contract with Aqua Pulse Spas. By proceeding, the customer acknowledges that the freight company—not Aqua Pulse Spas—is responsible for the transportation, handling, and any associated risks or damages to the goods or property during transit or collection. Aqua Pulse Spas accepts no liability for any damage, loss, or injury resulting from the actions or negligence of the third-party freight company. By accepting these terms, you release Aqua Pulse Spas from any claims or responsibility for damages to you, your property, or your goods during delivery or collection.

Booking & Cancellation Policy

Once a customer has either signed their invoice or provided written confirmation (e.g., via email or SMS) agreeing to a scheduled delivery or estimated loading date, a delivery slot is allocated. At this point, the delivery booking becomes non-refundable. If the customer cancels after confirming their delivery, the full delivery fee as invoiced will be payable.

Delivery Access Requirements

It is the customer's responsibility to ensure that the delivery access is accurately described and suitable for a standard home delivery. This includes clear access to the final spa location and surfaces that can safely support the weight and movement of the spa using slide boards or trolleys.

If the freight company arrives on site and is unable to complete the delivery due to inaccurate access information provided by the customer, or if the customer changes the agreed delivery time without prior notice, additional charges will apply. These charges may include, but are not limited to:

A redelivery fee
Stand-by or waiting time charges

If the delivery cannot proceed due to site access issues, the freight company will leave the spa in a suitable alternate location at their discretion. Any subsequent attempts to complete the delivery will incur additional costs.

Road Access

The freight company shall determine the most suitable route for delivery and shall only travel on roads deemed appropriate for the size and type of their vehicle. Freight vehicles will only travel on sealed (bitumen or concrete) roads. Where a property is accessible solely via an unsealed or dirt road, delivery shall be at the sole discretion of the freight company.

In the event the freight company elects not to travel on an unsealed or otherwise unsuitable road, the delivery shall be returned to the Aqua Pulse Spas warehouse. In such circumstances, the customer shall be liable for:

• The original delivery fee;

• The return delivery fee; and

• Any additional fees or charges associated with re-delivery or alternative collection arrangements.

Spa Delivery and Placement

The freight company will deliver the spa using a 10mm thick nylon slide board or, where necessary, trolleys (which require an additional 330mm clearance in height). Allow a minimum of 100mm in extra width for safe clearance. Customers must ensure the delivery route is solid, clear of debris, and suitable for the movement of the spa.

The delivery route must be free of obstacles such as steps, raised garden beds, retaining walls, or overhanging items (e.g., gutters, tree branches, air conditioning units). If the freight company deems the route unsafe or unfit, they will not attempt to place the spa in the final location. The spa will be left in the next best location, and further movement will be at the customer’s cost and responsibility.

The freight company will not manually lift the spa under any circumstances. If lifting or lowering is required to reach the final location, it is not considered a standard home delivery, and the customer must notify Aqua Pulse Spas in advance to arrange alternative solutions.

Delivery Notifications and Timings

Delivery time windows are confirmed the evening before delivery via text message. Customers must respond to this message to confirm availability.
If no response is received, the delivery may be cancelled, and the customer will still be liable for the delivery fee.
Deliveries are made between 6:00 AM and 8:00 PM, and the customer must be available to accept delivery during this window.

If the customer refuses or is unavailable to accept delivery at the scheduled time, the spa will be returned to Aqua Pulse Spas, and the customer will be liable for:

The original delivery fee
Return delivery charges
Any re-delivery charges

Delivery Inspections and Damage Claims

Upon delivery, customers must inspect the spa prior to signing for receipt. Customers are entitled to request the freight company remove packaging for inspection. Any visible damage must be noted on the delivery slip at the time of delivery.

No claims will be accepted after signing for the goods as being received in good order and condition. If the product remains wrapped or is not inspected at the time of delivery, the customer assumes full liability for any hidden damage discovered later.

Please note: The freight company will not remove packaging materials or pallets from the delivery site.

General Conditions

Aqua Pulse Spas will not issue refunds for delivery charges under any circumstances.
Customers are strongly encouraged to contact Aqua Pulse Spas prior to delivery if there is any doubt about delivery access or conditions.

If you have any questions or concerns regarding your delivery, please contact Aqua Pulse Spas before your scheduled delivery date. Your cooperation ensures a smooth and successful delivery experience.

One Man Standard Home Delivery Terms & Conditions

All one-man standard home deliveries are facilitated via third-party freight companies. Accordingly, any delivery or collection contract is formed directly between the customer and the freight provider. While Aqua Pulse Spas may collect payment for freight services, this does not constitute a delivery contract with Aqua Pulse Spas. By proceeding, the customer acknowledges that the freight company—not Aqua Pulse Spas—is responsible for the transportation, handling, and any associated risks or damages to the goods or property during transit or collection. Aqua Pulse Spas accepts no liability for any damage, loss, or injury resulting from the actions or negligence of the third-party freight company. By accepting these terms, you release Aqua Pulse Spas from any claims or responsibility for damages to you, your property, or your goods during delivery or collection.

Booking & Cancellation Policy

Delivery Requirements and Limitations

One-man standard home deliveries are quoted as standard one-person deliveries. It is your responsibility to have multiple able-bodied persons available to assist with unloading the spa and positioning it.

Delivery Access Requirements

It is the customer's responsibility to ensure that the delivery access is accurately described and suitable for a depot home delivery. This includes clear access to the final spa location and surfaces that can safely support the weight and movement of the spa using slide boards or trolleys.

A redelivery fee
Stand-by or waiting time charges

Road Access

• The original delivery fee;

• The return delivery fee; and

• Any additional fees or charges associated with re-delivery or alternative collection arrangements.

Spa Delivery and Placement

The freight company will not manually lift the spa under any circumstances. If lifting or lowering is required to reach the final location, it is not considered a depot home delivery, and the customer must notify Aqua Pulse Spas in advance to arrange alternative solutions.

Delivery Notifications and Timings

· The home delivery freight provider will contact you directly to arrange the final delivery date.

Deliveries are made between 6:00 AM and 8:00 PM, and the customer must be available to accept delivery during this window.

If the customer refuses or is unavailable to accept delivery at the requested time, the spa will be returned to Aqua Pulse Spas, and the customer will be liable for:

The original delivery fee
Return delivery charges
Any re-delivery charges

Delivery Inspections and Damage Claims

Please note: The freight company will not remove packaging materials or pallets from the delivery site.

General Conditions

Aqua Pulse Spas will not issue refunds for delivery charges under any circumstances.
Customers are strongly encouraged to contact Aqua Pulse Spas prior to delivery if there is any doubt about delivery access or conditions.

Non-Standard Home Delivery Terms & Conditions

All non-standard home deliveries are facilitated via third-party freight companies. Accordingly, any delivery or collection contract is formed directly between the customer and the freight provider. While Aqua Pulse Spas may collect payment for freight services, this does not constitute a delivery contract with Aqua Pulse Spas. By proceeding, the customer acknowledges that the freight company—not Aqua Pulse Spas—is responsible for the transportation, handling, and any associated risks or damages to the goods or property during transit or collection. Aqua Pulse Spas accepts no liability for any damage, loss, or injury resulting from the actions or negligence of the third-party freight company. By accepting these terms, you release Aqua Pulse Spas from any claims or responsibility for damages to you, your property, or your goods during delivery or collection.

Booking & Cancellation Policy

Once a customer has either signed their invoice or provided written confirmation (e.g., via email or SMS) agreeing to a scheduled delivery or estimated loading date, a delivery slot is allocated. At this point, the delivery booking becomes non-refundable. If the customer cancels after confirming their delivery slot, the full delivery fee as invoiced will be payable.

Release for Damage to Property

All non-standard home deliveries have some level of risk involved which we do not encounter in a standard delivery. For example, you have steps to get the spa up or down or the spa needs to be taken through the inside of your house which increases the risk for damages to property and product. As such we will require you to sign a release for damage to property form.

Delivery Access Requirements

We will ask you for details regarding your non-standard home delivery. The information you provide us with regarding your non-standard home delivery needs to be accurate to guarantee that the freight company can place the spa in you desired location.

A redelivery fee
Stand-by or waiting time charges

Please note: The freight company will not remove packaging materials or pallets from the delivery site.

Road Access

• The original delivery fee;

• The return delivery fee; and

• Any additional fees or charges associated with re-delivery or alternative collection arrangements.

Delivery Notifications and Timings

Delivery time windows are confirmed the evening before delivery via text message. Customers must respond to this message to confirm availability.
If no response is received, the delivery may be cancelled, and the customer will still be liable for the delivery fee.
Deliveries are made between 6:00 AM and 8:00 PM, and the customer must be available to accept delivery during this window.

If the customer refuses or is unavailable to accept delivery at the scheduled time, the spa will be returned to Aqua Pulse Spas, and the customer will be liable for:

The original delivery fee
Return delivery charges
Any re-delivery charges

General Conditions

Aqua Pulse Spas will not issue refunds for delivery charges under any circumstances.
Customers are strongly encouraged to contact Aqua Pulse Spas prior to delivery if there is any doubt about delivery access or conditions.

Customer Collection Terms & Conditions

Customer collections are available Monday to Friday, between 9:00 AM and 3:00 PM. All spas will be prepared upright on a pallet. A minimum of 48 hours’ notice is required prior to collection.

Please take the following into consideration when collecting your spa:

Heat Damage Risk: Spas are vulnerable to heat damage, including melting, warping, or cracking of the acrylic, jets, and plastic components. Upon collection, ensure the spa is transported to its final location promptly and filled with water immediately to mitigate heat exposure.

Do Not Leave Exposed: Do not leave the spa sitting on a vehicle or in exposed environments without being fully filled with water. The packaging provided is not sufficient to protect the spa from heat damage, even in shaded or covered areas.

Inspection on Collection: You are responsible for inspecting your spa and any other collected products at the time of collection. Once the products leave our warehouse, we do not accept responsibility for any damage incurred thereafter.

Handling Caution: Avoid overtightening transport straps and do not drop or mishandle the spa during transit. Improper handling can result in cracked shells, leaks, or other structural damage.

Liability Disclaimer: We will not be held liable for any damages including, but not limited to, broken cabinets, bubbled or melted acrylic, cracked shells, or any other damage sustained after the spa has left our premises.

Insurance: Please ensure that you have adequate insurance in place to cover any potential damage during transit or unloading.

Depot Customer Collection Terms & Conditions

All depot collections are facilitated via third-party freight companies. Accordingly, any delivery or collection contract is formed directly between the customer and the freight provider. While Aqua Pulse Spas may collect payment for freight services, this does not constitute a delivery contract with Aqua Pulse Spas. By proceeding, the customer acknowledges that the freight company—not Aqua Pulse Spas—is responsible for the transportation, handling, and any associated risks or damages to the goods or property during transit or collection. Aqua Pulse Spas accepts no liability for any damage, loss, or injury resulting from the actions or negligence of the third-party freight company. By accepting these terms, you release Aqua Pulse Spas from any claims or responsibility for damages to you, your property, or your goods during delivery or collection.

Please note: If shipping insurance has not been explicitly purchased and noted on the customer’s invoice, the goods will be shipped uninsured. In such cases, no claims for damage, loss, or liability will be accepted under any circumstances.

Collection and Notification Process

Once your goods are booked for collection from Aqua Pulse Spas, you will receive an email containing tracking information. This allows you to monitor the shipment until it reaches the designated collection depot.

Once the shipment arrives at the depot, the depot will notify you directly that your goods are ready for pickup.

Please note that collection hours vary by depot. It is your responsibility to contact the depot to confirm:

Their trading hours and collection windows.
That all items from your order have arrived not just part of your order. (some items may be routed through different departments and arrive at different times).

Collection Timeframe and Storage Charges

· Goods must be collected within 24 hours of being notified by the depot that all your goods have arrived.

Failure to collect within this timeframe may result in:

Storage fees imposed by the depot.
Return of goods to Aqua Pulse Spas.
Additional charges including:

Original freight cost (non-refundable),
Storage fees (as imposed by the depot),
Return freight charges,
Re-delivery charges if goods are resent.

Aqua Pulse Spas is not liable for any costs incurred because of delayed or failed collections.

Inspection on Collection: You are responsible for inspecting your spa and any other collected products at the time of collection. Once the products leave the Depot, we do not accept responsibility for any damage incurred thereafter.

Site Safety Requirements for Collection

For safety and compliance with depot policies, you may be required to wear appropriate safety gear when collecting your goods. This may include:

High-visibility clothing (e.g., hi-vis shirt or vest), and
Steel-capped safety boots or equivalent protective footwear.

Failure to comply with the depot’s safety requirements may result in being denied access to the site.

Handling and Transport Precautions

Handling Caution: Avoid overtightening transport straps and do not drop or mishandle the spa during transit. Improper handling can result in cracked shells, leaks, or other structural damage.

General Conditions

Aqua Pulse Spas will not issue refunds for delivery charges under any circumstances.
Customers are strongly encouraged to contact Aqua Pulse Spas prior to delivery if there is any doubt about delivery access or conditions.

Depot Home Delivery Terms & Conditions

All depot home deliveries are facilitated via third-party freight companies. Accordingly, any delivery or collection contract is formed directly between the customer and the freight provider. While Aqua Pulse Spas may collect payment for freight services, this does not constitute a delivery contract with Aqua Pulse Spas. By proceeding, the customer acknowledges that the freight company—not Aqua Pulse Spas—is responsible for the transportation, handling, and any associated risks or damages to the goods or property during transit or collection. Aqua Pulse Spas accepts no liability for any damage, loss, or injury resulting from the actions or negligence of the third-party freight company. By accepting these terms, you release Aqua Pulse Spas from any claims or responsibility for damages to you, your property, or your goods during delivery or collection.

Delivery Process and Notifications

Once the shipment arrives at the depot, the home delivery freight provider will be notified and will then contact you directly to arrange final delivery to your premises.

Delivery Requirements and Limitations

Depot home deliveries are quoted as standard one-person deliveries. It is your responsibility to have multiple able-bodied persons available to assist with unloading the spa and positioning it.

Delivery Access Requirements

A redelivery fee
Stand-by or waiting time charges

Road Access

• The original delivery fee;

• The return delivery fee; and

• Any additional fees or charges associated with re-delivery or alternative collection arrangements.

Spa Delivery and Placement

Delivery Inspections and Damage Claims

Please note: The freight company will not remove packaging materials or pallets from the delivery site.

Delivery Notifications and Timings

· The home delivery freight provider will contact you directly to arrange the final delivery date.

Deliveries are made between 6:00 AM and 8:00 PM, and the customer must be available to accept delivery during this window.

If the customer refuses or is unavailable to accept delivery at the requested time, the spa will be returned to Aqua Pulse Spas, and the customer will be liable for:

The original delivery fee
Return delivery charges
Any re-delivery charges

General Conditions

Aqua Pulse Spas will not issue refunds for delivery charges under any circumstances.
Customers are strongly encouraged to contact Aqua Pulse Spas prior to delivery if there is any doubt about delivery access or conditions.

Home Curbside Delivery Terms & Conditions

All home curbside deliveries are facilitated via third-party freight companies. Accordingly, any delivery or collection contract is formed directly between the customer and the freight provider. While Aqua Pulse Spas may collect payment for freight services, this does not constitute a delivery contract with Aqua Pulse Spas. By proceeding, the customer acknowledges that the freight company—not Aqua Pulse Spas—is responsible for the transportation, handling, and any associated risks or damages to the goods or property during transit or collection. Aqua Pulse Spas accepts no liability for any damage, loss, or injury resulting from the actions or negligence of the third-party freight company. By accepting these terms, you release Aqua Pulse Spas from any claims or responsibility for damages to you, your property, or your goods during delivery or collection.

Delivery Process and Notifications

Once your goods are booked for collection from Aqua Pulse Spas, you will receive an email containing tracking information. This allows you to monitor the shipment until it reaches you.

Road Access

• The original delivery fee;

• The return delivery fee; and

• Any additional fees or charges associated with re-delivery or alternative collection arrangements.

Spa Delivery and Placement

The freight company deliver curbside between 8:00am and 6:00pm weekdays. You may receive multiple deliveries to receive all your goods.

If the customer refuses or is unavailable to accept any delivery, the goods will be returned to Aqua Pulse Spas, and the customer will be liable for:

The original delivery fee
Return delivery charges
Any re-delivery charges

Delivery Inspections and Damage Claims

Upon delivery, customers must inspect the spa prior to signing for receipt. Any damage must be noted on the delivery slip at the time of delivery.

No claims will be accepted after signing for the goods as being received in good order and condition. If the product is not inspected at the time of delivery, the customer assumes full liability for any hidden damage discovered later.

Please note: The freight company will not remove packaging materials or pallets from the delivery site.

General Conditions

Aqua Pulse Spas will not issue refunds for delivery charges under any circumstances.
Customers are strongly encouraged to contact Aqua Pulse Spas prior to delivery if there is any doubt about delivery access or conditions.