GENERAL TERMS AND CONDITIONS

URBAN AQUARIUMS

Aquarium Maintenance & Servicing – Terms & Conditions

Effective date: 17 October 2026

These Terms & Conditions apply to aquarium maintenance, cleaning, servicing and associated works performed by Urban Aquariums for residential and commercial customers.

1. Acceptance of Terms

By confirming or proceeding with a scheduled service after being provided with these Terms & Conditions, the customer agrees to the terms applicable to that service, subject to applicable law.

These terms are made available on our website and referenced on pre-service invoices and booking communications.

Any additional or alternative service arrangements must be agreed upon in writing.

2. Scope of Services

Urban Aquariums provides professional aquarium maintenance and cleaning services, which may include water changes, substrate cleaning, filtration maintenance, glass cleaning, equipment inspections and associated aquarium care.

Services are limited to the work agreed upon prior to the appointment.

Repairs, replacement equipment, additional cleaning, aquarium resets, livestock treatment and other works outside the agreed scope may incur additional charges, subject to customer approval.

Urban Aquariums does not guarantee that routine maintenance will resolve existing aquarium problems, equipment faults, livestock illnesses or water-quality issues.

3. Livestock Risk, Health & Mortality

The customer acknowledges that aquarium maintenance involves inherent risks to fish, corals, invertebrates, plants and other aquatic livestock.

These risks may include, but are not limited to:

• Stress resulting from maintenance, handling or environmental changes.
• Changes in water chemistry, temperature, salinity, pH, ammonia or other parameters.
• Pre-existing illness, disease, injury or weakened livestock.
• Biological filtration disturbances and changes to bacterial populations.
• Equipment malfunction or interruption.
• Delayed reactions to maintenance procedures.

Urban Aquariums exercises reasonable care and professional skill in performing all services. However, livestock survival, health and condition cannot be guaranteed during or following maintenance.

To the extent permitted by law, Urban Aquariums is not liable for livestock illness, injury, mortality, replacement costs or associated losses resulting from inherent aquarium risks, pre-existing conditions or circumstances outside our reasonable control, where such losses are not caused by our failure to exercise due care and skill or otherwise meet applicable legal obligations.

The customer remains responsible for ongoing livestock husbandry, feeding, observation and appropriate environmental conditions outside the services provided by Urban Aquariums.

No independent livestock survival or replacement guarantee is provided.

4. Marine Aquarium Water Preparation

Urban Aquariums does not supply marine salt, premixed saltwater or reverse osmosis/deionised (RO/DI) water as part of marine aquarium maintenance services.

The customer is responsible for ensuring that:

• Sufficient quantities of saltwater and/or RO/DI water are available before the technician arrives.
• Saltwater has been properly mixed, dissolved and prepared in advance.
• Prepared saltwater has appropriate salinity, temperature and water parameters suitable for the aquarium.
• Water is stored in clean, appropriate containers and is free from known contamination.
• All required marine salt and water supplies are available for the scheduled maintenance.

Urban Aquariums reserves the right to modify, postpone or decline a water change where suitable water is unavailable or where proceeding may pose an unreasonable risk to livestock or aquarium equipment.

To the extent permitted by law, Urban Aquariums is not responsible for adverse livestock outcomes arising from incorrectly prepared, contaminated or unsuitable customer-supplied water, except where the loss is attributable to a failure by Urban Aquariums to exercise due care and skill or otherwise meet applicable legal obligations.

Any reasonable additional attendance or rescheduling charges arising from a customer’s failure to prepare the required water will be communicated before being incurred.

5. Water Quality & Biological Stability

Aquariums are living biological systems, and maintenance activities may temporarily influence water parameters and biological stability.

Customers acknowledge that:

• Water chemistry and biological conditions may change following maintenance.
• Existing water-quality issues may require multiple services or corrective treatments.
• Deep cleaning, filter maintenance, substrate disturbance and significant water changes can carry increased risks.
• Livestock may respond differently to environmental changes.

Urban Aquariums will exercise reasonable care when undertaking maintenance and handling biological filtration media.

However, specific water parameters, biological stability or livestock outcomes cannot be guaranteed where affected by factors outside our reasonable control.

The customer is responsible for following any relevant post-service care recommendations provided by Urban Aquariums.

6. Glass, Acrylic & Pre-existing Damage

Aquarium glass, acrylic panels, seals, frames, lids, cabinets and fittings may have pre-existing scratches, defects, deterioration or structural weaknesses that are not immediately visible.

Urban Aquariums is not responsible for damage that existed before maintenance or for deterioration or failure arising independently of the services performed.

Cleaning may reveal pre-existing scratches, mineral deposits, silicone deterioration or other defects previously concealed by algae or residue.

Urban Aquariums will exercise reasonable care when using aquarium cleaning equipment and will not knowingly use unsuitable cleaning methods.

Where reasonably practicable, technicians may photograph or document existing damage before commencing work.

Nothing in this clause excludes liability for damage caused by Urban Aquariums’ failure to exercise due care and skill.

7. Equipment, Plumbing & Electrical Components

Aquarium equipment, including pumps, filters, heaters, lighting, plumbing, seals, hoses and electrical components, may deteriorate or fail due to age, wear, manufacturing defects, previous installations or existing conditions.

Urban Aquariums is not responsible for equipment failures that arise independently of its services, including latent defects, pre-existing faults or ordinary wear and tear.

Where equipment must be disconnected, dismantled or temporarily switched off to undertake agreed maintenance, Urban Aquariums will take reasonable care in handling, reconnecting and checking relevant components.

Repairs and replacement parts are not included unless expressly agreed.

Where an equipment fault or safety concern is identified, Urban Aquariums may recommend corrective work or suspend affected maintenance activities.

8. Leaks, Water Damage & Aquarium Integrity

Aquariums contain substantial volumes of water, and leaks or equipment failures can result in damage to furniture, flooring, cabinetry, electrical systems and surrounding property.

The customer is responsible for disclosing known leaks, damaged seals, unstable aquarium stands, deteriorated plumbing and other existing structural or equipment concerns before servicing.

Urban Aquariums will take reasonable precautions to prevent spills, leaks and property damage during maintenance.

To the extent permitted by law, Urban Aquariums is not responsible for leaks, flooding or consequential property damage arising from pre-existing defects, latent structural failures, unrelated equipment malfunctions or circumstances outside its reasonable control.

This exclusion does not apply to damage caused by Urban Aquariums’ failure to exercise due care and skill or otherwise meet applicable legal obligations.

9. Customer Responsibilities & Site Access

Before the technician arrives, the customer must:

• Provide safe and reasonable access to the aquarium and work area.
• Ensure suitable access to required water, electricity and drainage facilities.
• Secure pets and keep children away from the active maintenance area.
• Disclose known livestock illnesses, recent deaths, medication use and unusual aquarium conditions.
• Identify known faults, leaks, electrical hazards, structural concerns or previous equipment failures.
• Provide any customer-supplied consumables, water or equipment agreed as necessary for the service.
• Advise Urban Aquariums of recent aquarium treatments, chemical additions or substantial environmental changes.

Where access, supplies or conditions are inadequate or unsafe, Urban Aquariums may reschedule or modify the service.

The customer is responsible for reasonable costs directly arising from inaccurate information or unavailable agreed resources, where those costs have been properly disclosed and are legally recoverable.

10. Service Modifications & Additional Work

Urban Aquariums may identify issues during maintenance that require additional cleaning, repairs, consumables, replacement parts or extended labour.

Work outside the agreed scope will be explained to the customer, including any additional cost, before proceeding.

Where a condition creates an immediate risk to people, property or aquatic livestock, Urban Aquariums may suspend the affected work and take reasonable steps necessary to make the work area safe.

Urban Aquariums may decline to perform a requested procedure where there are reasonable safety, animal welfare or equipment-integrity concerns.

11. Post-Service Monitoring & Incident Reporting

The customer is responsible for the ongoing monitoring and operation of the aquarium following the completion of the agreed maintenance service.

Customers should promptly check livestock behaviour, water levels, equipment operation and other relevant aquarium conditions in accordance with the technician’s instructions.

Any unusual livestock behaviour, equipment malfunction, leak or suspected damage should be reported to Urban Aquariums as soon as reasonably practicable.

Customers should take reasonable steps to minimise further loss or damage where safe to do so.

Urban Aquariums may request photographs, water test results, equipment information or an opportunity to inspect the aquarium when investigating a reported incident.

Failure to report an issue immediately does not automatically invalidate any rights or remedies available under Australian Consumer Law.

12. Pricing, Payment & Invoices

Service charges are based on the agreed quotation, scheduled services or applicable rates disclosed before the appointment.

Payment is required by the due date specified on the invoice.

Additional labour, materials, consumables or replacement equipment will be charged only where agreed or otherwise legally authorised.

Where an invoice remains unpaid, Urban Aquariums may provide a payment reminder and, after reasonable notice, suspend future non-essential services until outstanding amounts are resolved.

Any payment dispute will be handled reasonably and in accordance with applicable law.

13. Cancellation, Rescheduling & Unsuccessful Attendance

Customers are requested to provide at least 24 hours’ notice where reasonably possible when cancelling or rescheduling an appointment.

Late cancellation, failure to provide access or failure to make agreed essential supplies available may result in a reasonable charge reflecting actual costs or losses incurred, provided the charge was disclosed before booking and is legally recoverable.

Urban Aquariums will take reasonable steps to minimise such losses and will not impose a charge where doing so would be unlawful or unfair.

Where Urban Aquariums must reschedule due to circumstances outside its reasonable control, reasonable notice will be provided and alternative arrangements offered.

Nothing in this clause limits a customer’s statutory cancellation or refund rights.

14. Photographs & Service Documentation

Urban Aquariums may photograph or document the aquarium, equipment, livestock or surrounding work area where reasonably necessary to record existing conditions, document completed services, identify faults or investigate incidents.

These records will be used for legitimate service, operational and dispute-resolution purposes and handled in accordance with applicable privacy laws.

Identifiable customer information or photographs of private premises will not be used for promotional purposes without appropriate consent.

15. Liability & Australian Consumer Law

Urban Aquariums does not accept liability for losses arising solely from circumstances beyond its reasonable control, including pre-existing livestock conditions, unrelated equipment failures, latent structural defects or unsuitable customer-provided supplies.

These terms do not exclude or limit liability where loss or damage results from Urban Aquariums’ failure to exercise due care and skill or otherwise comply with applicable law.

Nothing in these Terms & Conditions excludes, restricts or modifies any consumer guarantees, statutory rights or remedies available under Australian Consumer Law or other applicable legislation.

Where a service fails to comply with an applicable consumer guarantee, customers remain entitled to the remedies provided by law, which may include rectification, a refund or compensation for reasonably foreseeable loss or damage, depending on the circumstances.

16. General Conditions

These terms apply to services agreed to after they are provided to the customer and may be supplemented by written quotations, service agreements or agreed special conditions.

Urban Aquariums may amend these terms for future bookings. Changes will not automatically apply retrospectively to services already agreed.

If any provision is found to be unenforceable, the remaining provisions will continue to apply to the extent permitted by law.

These Terms & Conditions are governed by the applicable laws of New South Wales and Australia.