Terms, conditions and privacy

The following are our terms of service. By placing an order with us you are deemed to have accepted these terms.

Payment

• All prices include GST. Payment is required prior to delivery.
• Prices and promotions displayed on the website and any marketing are subject to change without notice. Prices are fixed once your order has been accepted. Subsequent price changes will not be retroactively applied to accepted orders.

Cancellations and refunds

• We understand that life gets busy, things change, and rain can fill your water tank unexpectedly. You can manage your booking yourself from the link in your confirmation email.
• Changing your day: you can change your delivery day up to 2 times, for free, on your booking page, until 7am on your delivery day. You choose from the days we have open with space. It's free if the new day costs the same or less. If the new day costs more, for example a weekend or public holiday rate, or because our prices have gone up since you booked, you pay the difference by card when you change. We don't refund the difference if the new day costs less.
• Keeping your payment for later: if you no longer need the water on your day, you can cancel and keep your payment to use on a later day, free of charge. This counts as one of your 2 changes. Pick your new day on your booking page whenever you're ready. We keep your payment for up to 3 months. If you haven't picked a new day by then, we refund you automatically, less a $15 fee for card and refund costs. We email you a reminder a month before.
• Cancelling for a refund: cancel on your booking page any time before the driver leaves the yard, and we refund you less a $15 cancellation fee. The fee covers card and refund costs.
• Driver already on the way: the delivery can't be changed or cancelled online. Call us on 021 223 3604 before the driver arrives and we refund 50% of the load.
• Once the driver arrives: the load is charged in full.
• Changes by phone: if you'd rather we change your booking for you, call 021 223 3604 or email hello@matakanawater.co.nz. A $15 fee may apply.
• Bank transfer refunds: if you paid by bank transfer, we refund you by bank transfer, less the same fees. When you cancel, you give us the account to refund to on your booking page, and we send it within 2 working days.
• Trade account customers: please cancel from your ordering page or call us.

Delivery

• When you book, you choose a day. We deliver through the day and don’t give set times; your driver texts an arrival time when they set off. Carting 12 tonnes of water depends on things outside our control, like traffic, weather, road and site conditions, breakdowns and earlier deliveries taking longer, so occasionally a delivery moves to another day. If we can’t make your day, we’ll contact you and you can cancel for a full refund. Matakana Water is not liable for any loss or cost caused by the time of day a delivery arrives, or by a delivery moving to another day.
• Express loads: when express is offered, you pay an extra fee to have your load moved to the front of that day’s queue, next after any delivery already on the way. Express is not a guaranteed arrival time and the same conditions above apply. If we can’t deliver your express load that day, we refund the express fee, and you can cancel the whole order for a full refund.
• We deliver water in 12,000 litre loads. A small amount of water always stays in the truck's tank and hoses, especially with long hose runs, so slightly less than 12,000 litres may reach your tank.
• The time of delivery is an estimate only. Matakana Water will not be liable for any loss or damage resulting from delayed delivery.
• Should we deliver and arrive at your tank(s) to find it/they are full, and the issue is with your pump, or you have a leak that has emptied your tank(s), we will still charge for delivery of the load. The onus is on you as the client to make sure there is room in your tank(s) to take the load, and to check beforehand if there is a leak which has caused you to run out of water. If you notify us before delivery, we can give a full refund. Once we arrive at your tanks with a load, you are charged whether we can unload, or need to return with the water.

Access

• There must be safe & clear pedestrian access to your water tank (no steep drops, slippery mud, power lines, asbestos, dogs etc.) and flat stable ground for a ladder for our driver, prior to delivery. Driveways must be cleared of overhanging trees, cars moved, and access must be suitable for a heavy truck. If not, then our driver will not be able to complete your delivery.
• Matakana Water shall not be liable for any loss or damage to the customer’s property where Matakana Water is required to drive onto the customer’s property to deliver water. Matakana Water will not be liable for any damage caused to any culverts, driveways, gardens, lawns, or septic fields.
• The customer shall ensure that Matakana Water has unimpeded access to the customer’s tank. If there are any peculiarities with access, please inform us of those in advance. Please ensure there will not be children within our truck access area, especially on your driveway. Any dogs / animals on the property must be restrained during the delivery of the water.

Quality

• Matakana Water’s water is sourced exclusively from our 170-metre-deep, confined artesian sandstone aquifer. Matakana Water is UV treated and regularly tested and complies with the current drinking water Standards for New Zealand.

Disclaimer

• Every effort has been made to ensure the accuracy of the information on this site, however, Matakana Water makes no warranties or representations, expressed or implied, as to the accuracy of the information contained in this site.
• The content is subject to review and will change from time to time.

Privacy

• The information we collect from you will be used to respond to and process your request only. You may request corrections of any personal information gathered through this website.

Credit Card Security

• This website uses SSL, does not store credit card details, and all payments are handled by third party payment portals.

Swimming Pools and Fencing

• You accept full liability for your swimming pools health and safety and will ensure that it is up to the current council requirements for pool safety fencing. If your swimming pool is not fenced off, for example, during the construction of a new pool, and a child would be able to enter the pool then we may chose not to fill the pool and will still charge the full delivery fee/no refund. A new delivery fee would need to be paid for us to return once the pool has compliant safety fencing.

Indemnity

• The customer agrees to indemnify Matakana Water against third party claims associated with the delivery and placement of water in tanks, pools or other containers, in all respects.
• The customer waives its rights in the event of negligent acts by Matakana Water on Customer’s premises.