Terms and Conditions – Aqua Premium Mineral Water Trading

These Terms and Conditions (“Terms”) govern the use of the website, mobile application, and services provided by Aqua Premium Mineral Water Trading (“Aqua Premium,” “Aqua Prem,” "AquaPrem," “we,” “us,” or “our”). By accessing our website, placing an order, or using our services (including 05-gallon water bottles and PET bottled water delivery in Abu Dhabi), you agree to be bound by these Terms.

If you do not agree with these Terms, please discontinue use of our services.

1. Definitions

For the purposes of these Terms & Conditions, the following terms shall have the meanings assigned below:

Aqua Premium / Aqua Prem / Company: Refers to Aqua Premium Mineral Water Trading, the provider of water delivery services.

Bundle Offers: Promotional deals that provide Customers with discounted water delivery or coupons when purchased in bulk.

Coupon(s): Physical or digital vouchers issued by Aqua Premium that can be redeemed for water delivery under promotions or bundle offers, subject to system validation.

Customer / You / User: Any individual, family, office, or business that orders or receives Products or Services from Aqua Premium.

Delivery Crew: Authorized representatives of Aqua Premium responsible for fulfilling deliveries, collecting empty bottles, distributing coupons, and assisting customers during service.

Delivery Schedule: The pre-determined recurring delivery days assigned to a Customer for regular water supply.

E-Wallet: A digital balance provided by Aqua Premium, which may include credits from refunds, promotions, or prepayments, redeemable only against future purchases.

Empty Bottles: 05-gallon water bottles provided by Aqua Premium to Customers, subject to a refundable deposit and required to be returned in good, undamaged condition.

First Delivery: The initial delivery of Products after signing up, ordering, or activating a coupon, completed within 48 working hours.

IbexDelivery: Aqua Premium’s official logistics and communication partner responsible for sending delivery notifications, alerts, and transactional updates to Customers.

Order: Any confirmed request by a Customer for Products or Services made through the website, mobile app, phone, WhatsApp, or directly with the Delivery Crew.

Products: Refers to Aqua Premium’s 05-gallon water bottles, PET bottled water, and any other promotional water-related items offered for delivery.

Recurring Delivery: The regular scheduled deliveries made according to the Customer’s Delivery Schedule.

Refund: The return of funds to the Customer in line with Aqua Premium’s Refund & Cancellation Policy.

Services: Includes but is not limited to the sale, delivery, and subscription of 05-gallon water bottles, PET bottled water, coupons, bundle offers, and e-wallet facilities.

Speak Up Policy: Aqua Premium’s official reporting framework through which Customers may raise issues, complaints, or concerns regarding services, deliveries, or coupons.

2. Service Scope

• Aqua Premium provides water delivery services across Abu Dhabi Emirate and connected areas.

• Services include one-time orders, subscription plans, coupon-based deliveries, and promotional offers.

• Products are intended for personal or office use only and resale without written permission is strictly prohibited.

3. Orders and Delivery

• First Delivery: Completed within 48 working hours of account creation or coupon activation.

• Recurring Deliveries: Performed on the customer’s fixed delivery day at any time during delivery hours. In peak seasons, delivery may extend past 10:00 PM.

• Customer Availability: If you are unavailable, deliveries may be handed over to security/concierge only upon customer request. Aqua Premium will not be responsible if delivery cannot be completed due to unavailability.

• Empty Bottles: A refundable deposit of AED 35 per 05-gallon bottle is required. Bottles must be returned in good condition and used exclusively for water. Any misuse (e.g., chemicals or non-water substances) will result in forfeiture of the deposit.

4. Payment Terms

• Accepted payment methods include:

  • Cash on Delivery (COD)

  • POS (Card Machine) Payments

  • Bank Transfer

  • Online Payments via Website

• Payments must be made in full at the time of delivery or as per the subscription/coupon terms agreed.

5. Refunds and Cancellations

• Cancellations Before Dispatch: Allowed, subject to a AED 25 fee.

• Cancellations After Dispatch: Not permitted.

• Returns: Products must be unused, sealed, and in original packaging. Requests must be made within 36 hours of delivery.

• Refunds: Processed within 7 business days via the original payment method, less a 5% processing fee.

• Defective Products: Will be replaced at the earliest convenience.

6. Coupons, Bundle Offers & Promotions

• Coupon booklets are sold by Aqua Premium delivery crew under specific promotions.

• First delivery will be completed within 48 working hours of coupon activation.

• Physical coupons are valid only if recorded in Aqua Premium’s official system. Unregistered or damaged coupons will not be honored.

• Aqua Premium is not responsible for lost, stolen, or damaged coupons once issued to the customer.

• To report an issue, customers must refer to our Speak Up Policy.

• Coupons and bundle offers are non-transferable, non-refundable, and valid only during the promotional period stated.

7. E-Wallet

• Aqua Premium may provide customers with an E-Wallet balance (credit from refunds, promotions, or top-ups).

• E-Wallet credits are non-transferable, cannot be exchanged for cash, and may only be used against future purchases.

• Expired credits will not be reinstated.

8. Obligations of Customers

By using Aqua Premium services, customers agree to:

1. Provide accurate and complete personal information, including delivery address and contact details.

2. Ensure timely availability to receive deliveries or authorize a third party (e.g., security/concierge).

3. Return empty bottles in good condition. Damaged or misused bottles will incur a charge of AED 35 per bottle.

4. Use products strictly for personal consumption of water. Bottles may not be refilled with other liquids, chemicals, or materials.

5. Refrain from reselling Aqua Premium products without prior written approval.

6. Treat Aqua Premium’s delivery crew with respect and professionalism. Any form of abuse may lead to suspension of services.

9. Delivery Notifications

• All delivery alerts, order confirmations, and transactional messages will be sent via IbexDelivery, Aqua Premium’s logistics partner.

• By using our services, customers consent to receive SMS, WhatsApp, or email communications regarding deliveries.

10. Limitation of Liability

• Aqua Premium is not liable for delays caused by factors outside our control (e.g., weather, traffic, public holidays).

• We are not responsible for losses arising from misuse of coupons, promotions, or empty bottles.

• Delivery is deemed complete once bottles are handed to the customer or to security/concierge (upon request).

11. Privacy & Data Protection

Your personal data will be handled in accordance with our Privacy Policy, compliant with Federal Decree-Law No. 45 of 2021 (UAE Data Protection Law).

12. Amendments

Aqua Premium reserves the right to amend these Terms at any time. Updates will be posted on our website and take effect immediately. Continued use of our services constitutes acceptance of updated Terms.

13. Governing Law & Jurisdiction

These Terms are governed by the laws of the United Arab Emirates. Any disputes shall fall under the exclusive jurisdiction of the Abu Dhabi courts.

14. Reporting Issues & Speak Up Policy

• Aqua Premium promotes transparency and customer protection through our Speak Up Policy.

• Issues regarding deliveries, coupons, payments, or communication must be reported using this Policy.

• All complaints will be reviewed promptly and resolved fairly.

📌 Contact Us
For any questions or support, please contact us at:

• Email: info@aquaprem.com

• Phone: +971 50 408 9003

• WhatsApp: +971 56 440 4161