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Strona główna / Terms and conditions of service

Terms and conditions of service

I. General provisions

  1. These Terms and Conditions set out the rules for the provision of aquarium maintenance services by Natuscape (hereinafter referred to as the “Service Provider”).
  2. By using the services offered by the Service Provider, you agree to these Terms and Conditions.
  3. Maintenance services are provided in Poland, at a location specified by the Customer, subject to the territorial restrictions specified in the travel price list.

II. Definitions

  1. Service provider – Natuscape online store providing aquarium maintenance services.
  2. Customer – a natural person, legal person, or organizational unit without legal personality that uses the Service Provider’s services.
  3. Maintenance services – activities performed by the Service Provider in the field of care, maintenance, repair, modernization, arrangement, or other work related to the maintenance of the Customer’s aquarium.
  4. Consulting service – an initial visit to assess the condition of the aquarium, determine the scope of necessary work, and prepare a detailed quote for further services.
  5. One-time package – a set of services performed during a single service visit.
  6. Reusable package – a subscription-based form of cooperation, covering regularly performed maintenance services at fixed intervals.
  7. Aquarium emergency service – immediate intervention in the event of sudden breakdowns or threats to the aquarium.

III. Scope of services provided

  1. The service provider offers the following types of maintenance services: a) One-time services:
    • Consulting service
    • Basic service (cleaning windows, removing sludge from the bottom, water replacement)
    • Extended service (basic service + inspection and cleaning of filtration system, water parameter testing)
    • Comprehensive service “From A to Z” (full aquarium service)
    • Restarting the aquarium
    b) Multi-use packages (subscription):
    • Basic package (regular service visits at specified intervals)
    • Extended package
    • Comprehensive package
    c) Additional services:
    • Water testing
    • Planting an aquarium with plants
    • Change of arrangement
    • Cleaning and flushing the filtration system
    • Water replacement
    • Connection or modernization of aquarium equipment
    • Algae removal
    • Aquarium emergency service
    • Transportation of purchased products
    • Preparation of a list of recommended products
  2. The detailed scope of each service and current prices are specified in the price list available on the Service Provider’s website.
  3. The service provider reserves the right to modify the scope of services offered and their prices, subject to appropriate notification on the website.

IV. Ordering services

  1. The service order is placed by completing the application form available on the Service Provider’s website.
  2. In the form, the customer selects:
    • Type and scope of services
    • Preferred completion date
    • Contact and address details
  3. In the case of comprehensive services or insufficient information about the aquarium, the Service Provider may offer an initial consultation service.
  4. After completing the form, the customer will receive an automatic confirmation of receipt of the application to the email address provided.
  5. The final confirmation of the date and scope of the service will be made within 24 hours of placing the order, by phone or email.
  6. The price quoted in the form is approximate. The final price will be determined after consultation or assessment of the condition of the aquarium during the first visit.

V. Provision of services

  1. Completion date:
    • Services are provided within the timeframe agreed upon and confirmed by both parties.
    • In the case of aquarium emergencies, the response time is up to 24 hours from the time of notification.
  2. Preparing for a service visit:
    • The customer is obliged to provide access to the aquarium and water source.
    • The client should be present during the visit or authorize another adult to attend.
    • The customer should provide the power supply needed to hook up the service equipment.
  3. Service procedure:
    • Before commencing work, the service technician confirms the scope of services with the customer.
    • After completing the service, the technician presents the results of their work and provides recommendations.
    • The customer confirms the performance of the service.
  4. Materials and products:
    • The service provider uses its own tools and resources necessary to perform the service.
    • Products and consumables (e.g., filter cartridges, preparations) are billed separately, according to the price list or individual pricing.
    • Products ordered by the Customer in the application form are delivered during a service visit.

VI. Payments

  1. Payment methods:
    • Cash after service completion
    • Payment by payment card
    • Bank transfer (based on an invoice with a payment term of 7 days)
  2. Settlement rules:
    • The consulting service is payable in accordance with the price list.
    • If you order further services, the cost of the consultation may be credited towards the comprehensive service (in accordance with the current promotion).
    • Travel to the customer is charged according to the price list available on the website.
    • For multi-use (subscription) packages, payment is required in advance for the agreed period.
  3. Valuation:
    • An approximate quote is provided after completing the form.
    • The final price may change after a thorough assessment of the condition of the aquarium.
    • If work exceeding the agreed scope is necessary, additional services will only be provided after the Customer has accepted the additional quote.

VII. Cancellation and change of date

  1. The customer may cancel or reschedule a service visit no later than 24 hours before the scheduled visit by contacting the Service Provider by phone or email.
  2. If the Customer cancels the appointment less than 24 hours before the scheduled date, the Service Provider may charge the Customer a handling fee of 30% of the value of the ordered service, but not less than the cost of travel.
  3. The Service Provider reserves the right to change the date of the visit for reasons beyond its control (e.g., weather conditions, car breakdown), informing the Customer no later than 3 hours before the scheduled visit.
  4. If the service cannot be provided due to the fault of the Service Provider, an alternative date will be proposed at no additional charge.

VIII. Warranty and complaints

  1. The service provider guarantees professional performance of services with due diligence and in accordance with current aquarium knowledge.
  2. The Service Provider grants a 14-day warranty for the services provided, provided that the Customer complies with the recommendations provided.
  3. The warranty does not cover:
    • Changes resulting from natural biological processes in the aquarium
    • Mechanical damage caused after completion of the service
    • Consequences of not following the service technician’s recommendations
    • Failure of technical equipment not covered by the scope of work performed
    • Death of living organisms, unless it results directly from an incorrectly performed service
  4. Complaints should be reported immediately after noticing any irregularities, but no later than within 7 days of the service being performed.
  5. The complaint should include:
    • Customer Data
    • Date of service provision
    • Description of the problem
    • Photos documenting the problem (if possible)
  6. The service provider will consider the complaint within 14 days of receiving it.
  7. If the complaint is accepted, the Service Provider will remove the defects under warranty or offer another form of compensation.

IX. Liability

  1. The Service Provider shall be liable for damages resulting from non-performance or improper performance of the service, subject to the limitations set forth in these Terms and Conditions.
  2. The maximum liability of the Service Provider is limited to the value of the service provided.
  3. The Service Provider shall not be liable for:
    • Damage resulting from causes beyond our control (force majeure, system failures)
    • Losses resulting from natural biological processes in the aquarium
    • Death of living organisms, unless directly resulting from improperly performed service
    • Damage caused by the Customer concealing important information about the condition of the aquarium
    • Consequences of not following the service technician’s recommendations
  4. The customer is responsible for ensuring the right conditions for the service to be performed, including access to the aquarium, water, and electricity.

X. Protection of personal data

  1. The Service Provider is the administrator of Customers’ personal data.
  2. Customers’ personal data is processed for the purpose of providing maintenance services, in accordance with applicable data protection regulations.
  3. Providing personal data is voluntary, but necessary for the service to be provided.
  4. The customer has the right to access their data, rectify it, delete it, restrict its processing, transfer it, and object to its processing.
  5. Customer data may be stored in the system to facilitate subsequent service requests.
  6. Detailed information on the processing of personal data can be found in the Privacy Policy available on the Service Provider’s website.

XI. Additional services

  1. Water testing:
    • The service can be provided as a standalone service or as part of a package.
    • The test covers the parameters selected by the customer in the application form.
    • The results of the examination are provided to the client together with an interpretation and recommendations.
  2. Planting an aquarium:
    • The service includes professional placement and planting of plants.
    • Plants can be purchased at the Natuscape store or supplied by the customer.
    • The service provider does not guarantee that all plants will take root, but ensures that they are planted professionally.
  3. Restarting the aquarium:
    • The service includes comprehensive cleaning of the tank, replacement of the substrate and water.
    • The customer will be informed about the biological maturation process of the aquarium.
    • Restarting often requires several visits, the schedule of which will be determined individually.
  4. Aquarium emergency service:
    • The service is provided on an expedited basis (within 24 hours of notification).
    • An additional fee applies for the expedited mode in accordance with the price list.
    • The first stage involves diagnosis and emergency treatment; further visits may be necessary to fully resolve the problem.

XII. Final provisions

  1. In matters not covered by these Terms and Conditions, the provisions of Polish law shall apply, in particular the Civil Code.
  2. The Service Provider reserves the right to amend the Terms and Conditions. Amendments shall enter into force on the date of their publication on the Service Provider’s website.
  3. The amendment to the Terms and Conditions does not apply to services ordered before the amendment was introduced.
  4. Any disputes arising from the provision of services shall be settled amicably, and in the event of failure to reach an agreement, by the court having jurisdiction over the Service Provider’s registered office.
  5. The Terms and Conditions shall enter into force on the date of their publication on the Service Provider’s website.