Policies

Aquarium Headquarters assures that any personal information provided either thru our website, by email, by telephone or fax, will be kept strictly confidential.  We do not sell names, e-mail addresses or any other personal information to anyone for any reason.

Invoices and work orders include maintenance work and the cleaning of system equipment.  They do not, however, cover replacement equipment in the event of failure.  The only warranties applicable to the products are the manufacturer’s warranties.  Our trained technicians will work to ensure the success of your aquarium, but, Aquarium Headquarters will not be held responsible for any loss due to mechanical failure or customer error.

Aquarium Headquarters is a fully insured and bonded company.  If our technicians are found to be negligent for any damages inflicted on customer’s property, we will make restitution.  Using our experience and knowledge, we will do our absolute best to maintain your aquarium and keep it in excellent condition under the natural laws that govern aquarium science and hobby.  Aquariums are synthetic casings that contain live inhabitants with varying life spans.  Every aquarium is different, just like a fingerprint.  With this in mind, Aquarium Headquarters cannot be held responsible for livestock loss due to unknown cause, natural cause or customer error.  Since all of our livestock is homegrown and handpicked, we provide a 14 day guarantee on any items delivered to customer’s aquarium.  This guarantee will provide customer with an in-store credit no greater than value of the perished item.  This guarantee is not valid for any deceased livestock due to customer error or natural disaster.

Services are scheduled according to company pre-arranged routes.  Therefore, customers must insure access to aquarium on pre-scheduled service date and time frame.  If access is denied for any reason, customer will still be charged and responsible for the full amount of the missed service.  Missed services may be re-scheduled based upon routing availability and will be charged the regular service rate in addition to the missed service.  Courtesy reminders for service calls are available upon customer’s request.  A key or entrance code on file with management is highly recommended for customers with unpredictable personal agendas.

Any additional work or services such as repairs, modifications or improvements will be charged separately and are not included in regular service.  Emergency service calls are not included in regular service and will be subject to additional fees.  Deliveries outside of service dates are subject to additional fees to compensate for fuel, time and mileage.  Payment is due at time of service with exception to businesses with corporate AP systems only.  For customer convenience, automated payment programs are available thru MasterCard, Visa or Discover and are highly recommended.  A non-negotiable late fee in the amount of $35.00USD or 15% of balance due will be assessed if payment not received within 24hrs of service provided.  Cancellation of service requires written notice by account holder thirty days prior to requested cancellation date.  Aquarium Headquarters reserves the right to suspend, terminate or deny services to anyone at anytime.  Customer will be held responsible and agrees to pay for any attorney fees, court costs or interest associated with collections on their account.