Cancellation policy

This Purchase Options and Cancellation Policy applies to all purchases made from AQUALA Pty Ltd (ABN 32 695 512 933) through our website aquala.au, by email (support@aquala.au), or by telephone. It sets out the different ways you can purchase our Products and your cancellation rights for each purchase type.

This policy should be read in conjunction with our Terms and Conditions of Sale, Return and Refund Policy, and Shipping Policy, all of which are available on our Website.

Nothing in this policy limits your rights under the Australian Consumer Law (ACL). Your statutory rights to a remedy for Products that fail to meet a consumer guarantee are not affected by this policy.

2. PURCHASE OPTIONS

We offer the following purchase options:

Purchase Type	Description	Payment
Standard Order	In-stock Products available for immediate dispatch	Full payment at checkout
Pre-Order	Products not yet available — new releases or awaiting restock	Full payment at checkout
Backorder	Products temporarily out of stock after order placement	Already paid as part of original order
Subscription	Recurring automatic delivery of replacement filters and consumables	Recurring charge each billing period

3. STANDARD ORDERS

3.1 How It Works

Standard Orders are for Products currently in stock and available for immediate dispatch. Full payment is required at checkout. Orders are typically processed and dispatched within one (1) to two (2) Business Days.

3.2 Cancellation Before Dispatch

You may cancel a Standard Order at any time before dispatch by contacting us at support@aquala.au. If your order has not yet been dispatched, we will cancel the order and issue a full refund of the purchase price less any non-recoverable Payment Processing Fees.

"Payment Processing Fees" means the non-recoverable fees charged by third-party payment gateway providers (including credit card merchant fees, PayPal transaction fees, and Afterpay/Zip merchant service fees) in connection with processing your payment and any subsequent refund. The approximate fee deduction will be disclosed to you before we confirm the cancellation.

3.3 Cancellation After Dispatch

If your order has already been dispatched, cancellation is treated as a return under our Return and Refund Policy. You may return the Product under our voluntary 30-Day Money Back Guarantee (subject to eligibility) or exercise your rights under the ACL if the Product is faulty.

4. PRE-ORDERS

4.1 How It Works

Pre-Orders allow you to purchase Products that are not yet available for immediate dispatch, including new product releases and items awaiting manufacture or restock. Products available for Pre-Order will be clearly identified on our Website with an estimated availability date (ETA).

Pre-Orders require full payment at the time the order is placed.

4.2 Estimated Availability

We will provide an ETA at the time of Pre-Order. ETAs are estimates only and are not guaranteed dates. If the ETA changes, we will notify you by email within five (5) Business Days and provide a revised ETA. We will also provide status updates at least every fourteen (14) days while your Pre-Order is pending.

4.3 Pre-Order Cancellation

You may cancel a Pre-Order at any time before the Products are dispatched by contacting us at support@aquala.au.

Voluntary Cancellation (Change of Mind):

We will refund the full purchase price less any non-recoverable Payment Processing Fees. The approximate fee deduction will be disclosed to you before we confirm the cancellation. Refunds are processed within five (5) Business Days.

Full Refund (No Processing Fee Deduction) — You receive a full refund with no deductions if:

(a) We cancel the Pre-Order for any reason;

(b) The ETA is delayed by more than thirty (30) days beyond the original estimate and you elect to cancel;

(d) A Force Majeure Event prevents fulfilment for more than sixty (60) days; or

(e) The Product fails to meet a consumer guarantee under the ACL upon delivery.

5. BACKORDERS

5.1 How It Works

A Backorder occurs when Products in your order become temporarily out of stock after you have placed and paid for your order. If this happens, we will notify you within two (2) Business Days and offer you the following options:

(f) Wait for the backordered item with a revised ETA;

(g) Partial dispatch of available items (no additional shipping charge for backordered items when dispatched later);

(h) Substitution with an equivalent or superior product at no additional cost (with your written consent); or

(i) Full refund of the backordered item.

5.2 Backorder Cancellation

You may cancel the backordered portion of your order at any time for a refund of the backordered item(s) less any non-recoverable Payment Processing Fees. If the Backorder is not fulfilled within thirty (30) days of the revised ETA, you may cancel for a full refund with no Payment Processing Fee deduction.

6. SUBSCRIPTIONS

6.1 How It Works

Our Subscription service provides automatic, recurring delivery of replacement filters, cartridges, membranes, and other consumables at intervals based on your Product type and usage. Subscriptions ensure you receive replacements before your current consumables reach the end of their recommended service life.

6.2 Creating a Subscription

You may create a Subscription at the time of Product purchase, through your account dashboard, or by contacting us at support@aquala.au. By creating a Subscription, you authorise us to charge your nominated payment method at the start of each billing period.

6.3 Subscription Pricing

Subscription prices are locked at the rate in effect when you subscribe. We may increase prices with at least thirty (30) days’ written notice. You may cancel without penalty if you do not accept a price increase.

6.4 Auto-Renewal

Your Subscription automatically renews at the end of each billing period unless you cancel.

We will send you a reminder email at least seven (7) days before each renewal, confirming the renewal date, items, amount, and how to cancel or modify.

6.5 Subscription Cancellation

You may cancel your Subscription at any time, for any reason, without penalty.

Cancellation can be done:

(j) Through your account dashboard (one-click cancellation);

(k) By emailing support@aquala.au; or

(l) By contacting our customer service team.

Cancellation takes effect at the end of the current billing period. You will not be charged for future periods. No cancellation fees, exit fees, or break fees apply. There is no minimum lock-in term.

6.6 Pausing and Modifying

You may pause your Subscription for up to six (6) months, skip individual deliveries, change delivery frequency, update your delivery address, or add/remove items through your account dashboard or by contacting us. Modifications must be made at least five (5) Business Days before the next scheduled shipment.

6.7 Failed Payments

If a Subscription payment fails, we will retry after three (3) days, notify you and retry after a further seven (7) days, then suspend the Subscription on the third failure. You may reactivate at any time by updating your payment method. Subscriptions not reactivated within sixty (60) days are automatically cancelled.

7. CANCELLATION SUMMARY

Purchase Type	When Can You Cancel?	Refund	Processing Fee Deducted?
Standard Order	Before dispatch	Full purchase price	Yes (change of mind only)
Standard Order	After dispatch	Per Return & Refund Policy	N/A
Pre-Order (voluntary)	Any time before dispatch	Full purchase price	Yes
Pre-Order (our fault/delay/ACL)	Any time	Full purchase price	No
Backorder (voluntary)	Any time	Backordered item(s)	Yes
Backorder (delay >30 days)	Any time after delay	Backordered item(s)	No
Subscription	Any time	No future charges	No fees at all

8. PAYMENT PROCESSING FEES

Payment Processing Fees are the non-recoverable fees charged to us by third-party payment gateway providers (such as credit card networks, PayPal, Afterpay, and Zip) when processing your original payment and any subsequent refund. These fees are not set or controlled by AQUALA.

When a Payment Processing Fee deduction applies to your cancellation refund:

(m) We will disclose the approximate fee amount to you before confirming the cancellation;

(n) You may choose not to proceed with the cancellation if you do not accept the deduction;

(o) The fee deduction is typically between 1.5% and 3.5% of the transaction value, depending on your payment method; and

(p) The exact amount depends on the fees charged by your payment provider and may include both the original transaction fee and a refund processing fee.

No Payment Processing Fee deduction applies where:

• We cancel your order;

• You are exercising a right under the Australian Consumer Law (e.g., the Product is faulty);

• A Pre-Order ETA is delayed by more than 30 days;

• Product specifications change materially; or

• A Force Majeure Event prevents fulfilment for more than 60 days.

9. HOW TO CANCEL

Purchase Type	How to Cancel	Response Time
Standard Order / Pre-Order / Backorder	Email support@aquala.au with your order number	Within 1 Business Day
Subscription	Account dashboard (one-click), email, or phone	Immediate (dashboard) or within 1 Business Day

Please include your order number and the reason for cancellation (optional but helpful) in all cancellation requests.

10. YOUR RIGHTS UNDER THE AUSTRALIAN CONSUMER LAW

Nothing in this Purchase Options and Cancellation Policy limits your rights under the Australian Consumer Law. If a Product fails to meet a consumer guarantee (for example, it is faulty, not as described, or not fit for purpose), you are entitled to a remedy regardless of any cancellation timeframe or fee set out in this policy.

For full details of your statutory rights, including the distinction between major failures (where you choose the remedy) and minor failures (where we may choose to repair), please refer to our Return and Refund Policy.

11. CONTACT US

AQUALA Pty Ltd

ABN: 32 695 512 933

Email: support@aquala.au

Website: aquala.au

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