AQUAEASE CUSTOMER INFORMATION

Delivery, cancellation & returns

Updated 5 September 2026

Where we deliver

We serve residential estates across the Western Cape, including Sitari and surrounding estates. Enter your estate and full address at checkout. Estate access arrangements and delivery routes affect the available delivery time.

Delivery timing

The Monthly plan offers next-day delivery and the Family plan offers same-day delivery within the estate delivery schedule. Timing is subject to order confirmation, route availability and estate access. We will confirm your delivery arrangement; a requested calendar date is not a confirmed booking until accepted. Extra refills can be added to your next delivery. If we cannot fulfil your order, we will offer an alternative or refund the unfulfilled order.

Changes and cancellations

Email your order reference and the change you need as soon as possible. You may pause or cancel future service at any time. We will confirm changes and any arrangements for water already delivered or rental equipment. Your card is not automatically charged for another month.

Incorrect, damaged or defective products

Contact us with your order reference and a description of the issue. Do not use water you believe is unsafe. We will assess the issue and arrange a replacement, repair or refund as applicable. Your statutory consumer rights remain available regardless of this reporting request.

Cooling-off and refunds

Where section 44 of the Electronic Communications and Transactions Act applies, a consumer may cancel within seven days after receipt of goods or conclusion of a service agreement, subject to the Act’s exceptions. Only permitted direct return costs may apply, and payments must be refunded within 30 days of cancellation where that section applies. Other applicable consumer-law remedies are preserved. Refunds are processed through the original payment method where possible; your bank’s processing time may affect when funds appear.

Bottle deposits and cooler collection

The R200 non-subscriber bottle deposit is refundable when the bottle is returned in good condition. Contact us to arrange return and refund. Rental coolers remain AquaEase’s property and are collected by arrangement when your service ends.