Terms and Conditions

THE H2O HUB (PTY) LTD
Borehole Drilling • Installation • Service • Warranty • Returns
Effective Date: 13 August 2026

These Terms apply to products and services supplied by The H2O Hub (Pty) Ltd (“The H2O Hub”, “we”, “us” or “our”) to the customer (“you” or “Customer”).

The quotation, agreed specifications, scope of work, applicable warranty, these Terms and any written changes agreed between us form the agreement.

1. Accepting the quotation

You accept the quotation and these Terms when you:

• Sign the quotation or agreement;
• Make payment; or
• Confirm the order or work by email, SMS, WhatsApp or another recorded method.

Any changes or additional work should be approved in writing before the work starts where reasonably possible.

If documents conflict, South African law applies first, followed by any written changes, the accepted quotation and specifications, the scope of work, applicable warranty and then these Terms.

2. Quotations and what is included

Our quotation is based on the information and site conditions known to us when the quotation is prepared.

Only the products, materials, labour and services listed in the quotation are included.

Additional costs may apply for work that was not included, such as:

• Extra pipework or fittings;
• Electrical work;
• Excavation or trenching;
• Additional drilling or casing;
• Repairs;
• Filtration or water-treatment equipment;
• Civil work;
• Lifting equipment;
• Removal of existing equipment;
• Site preparation; or
• Additional labour caused by unexpected site conditions.

We will obtain your approval for additional work where reasonably possible.

If immediate action is needed to prevent injury, damage or further loss, we may take reasonable steps and inform you as soon as possible.

3. Payment

Payment terms are those shown on your quotation or invoice.

Unless agreed otherwise in writing, payment must be received and cleared before the relevant work starts.

Where drilling is charged per metre, you are responsible for the agreed rate for the metres drilled, whether or not water is found.

Equipment or installation quoted separately must be paid for before supply or installation unless otherwise agreed.

We may pause work if an undisputed payment is overdue.

4. Your responsibilities

You are responsible for:

• Having permission to approve the work;
• Getting landlord, body corporate, HOA, Sectional Title or other required approvals;
• Providing safe and reasonable access to the property and work area;
• Telling us about known underground services and hazards;
• Providing available plans showing underground services;
• Providing the required water, electricity and reasonable site preparation; and
• Providing accurate information and any available water-analysis results.

Our normal working hours are Monday to Friday, 08:00–17:00, excluding public holidays, unless agreed otherwise.

5. Borehole drilling

We will carry out the drilling and related work included in the accepted quotation.

Unless specifically included, borehole drilling does not include:

• Pump supply or installation;
• Electrical work or certification;
• Tanks or pressure systems;
• Filtration or water treatment;
• Laboratory water testing;
• Yield or pump testing;
• Plumbing;
• Trenching or civil work;
• Spoil removal; or
• Permits and water licenses and approvals that are your responsibility.

6. Groundwater — important information

Borehole drilling is an exploration service, and we cannot guarantee that groundwater will be found. We also cannot guarantee:

• The depth at which water will be found;
• The amount of water available;
• The sustainable yield;
• Flow rate or pressure;
• Water clarity;
• Chemical or microbiological quality;
• That the water is safe for drinking; or
• That the borehole will meet your specific water requirements.

Any water survey, geological assessment, mapping or water-divining result is an estimate only and does not guarantee that water will be found.

If a borehole is dry or does not produce enough water, you remain responsible for the agreed drilling work and materials supplied.

A dry borehole does not automatically mean that the drilling service was defective if the work was properly carried out with reasonable care.

7. Drilling depth and ground conditions

Any drilling depth given is an estimate and is not a guarantee that water will be found at that depth.

Ground conditions can include hard rock, fractured rock, unstable ground, cavities, dolomite or underground obstructions. These conditions can affect:

• Drilling time;
• Depth;
• Casing requirements;
• Equipment;
• Cost; and
• Whether the borehole can be completed.

If drilling becomes unsafe or technically impractical, we may stop or suspend the work and discuss the available options with you.

Additional drilling, casing, materials or equipment required because of unexpected ground conditions may be quoted separately.

8. Underground services and site safety

You must tell us about any known underground or hidden services, including:

• Electrical cables;
• Water and sewer pipes;
• Gas lines;
• Fibre or telecommunications;
• Irrigation;
• Drainage or septic systems;
• Tanks; and
• Foundations.

You must also tell us about access problems such as gates, paving, narrow access areas, overhead cables, bridges or weight restrictions.

We may postpone or refuse work if safe access cannot be provided.

We will take reasonable care when working on your property. However, we cannot accept responsibility for damage caused by drilling, solely by an underground service that was not disclosed, incorrectly identified or incorrectly marked.

Children, visitors, animals and unauthorised people must be kept away from work areas.

9. Site preparation and permissions

Unless agreed otherwise, you must ensure that the work area is reasonably clear and accessible.

If you are not the property owner, you must obtain the owner’s permission.

You are responsible for permits and approvals that are legally required from you unless we specifically agreed to obtain them.

Drilling a borehole does not automatically give you a legal right to use or extract groundwater.

Where tanks or equipment need to be moved over roofs, walls, paving or other structures, the Customer must inform us of any known structural risks or weaknesses.

The Customer accepts responsibility for any damage to the tank, equipment or property that occurs during or as a result of moving or positioning the items in these areas.

We will first consult with the Customer and discuss the available options. We may refuse an installation method that we believe is unsafe.

10. Water quality and system performance

Groundwater is not automatically safe for drinking. Water should be properly tested before being used for human consumption. Water testing is only included if stated in the quotation.

The performance of pumps, filters and water-treatment systems can be affected by factors such as:

• Water quality;
• Hardness;
• Turbidity;
• Iron and manganese;
• Salinity;
• Bacteria or other microorganisms;
• pH;
• Flow and pressure;
• Borehole yield;
• Temperature;
• Electricity supply; and
• Maintenance.

Unless we have given a specific written guarantee, we cannot guarantee a particular water-quality result, flow rate, pressure or production rate where actual site conditions differ from the information used to design the system.

Where necessary, yield or pump testing should be completed before final pump selection.

Borehole water quality can change over time due to surrounding activities, including neighbouring properties, factories and pollution.

We recommend testing borehole water at least once every 12 months, or sooner if the water’s colour, taste, smell or appearance changes. The Customer is responsible for ongoing water testing.

11. Installation and customer-supplied equipment

We are responsible for the workmanship of work carried out by us.

We are not responsible for defects or problems caused by existing installations, equipment or work performed by another contractor.

If you supply your own equipment, you remain responsible for that equipment and its suitability. The manufacturer’s or supplier’s warranty will apply.

We remain responsible for our own installation workmanship to the extent required by law.

Where you or another contractor installs the equipment, we are not responsible for problems caused by incorrect installation, plumbing, wiring, operation or commissioning.

12. Electrical supply

Where required, you must provide a suitable electrical supply.

We are not responsible for problems in an existing electrical installation that we did not supply or install.

We may refuse to connect equipment if we believe there is an electrical safety risk. Any additional electrical work may be quoted separately.

13. Casing, spoil and clean-up

The casing type, diameter and estimated depth will be stated in the quotation where applicable.

Additional casing or materials required because of ground conditions may be charged separately.

Drilling can produce mud, dust, rocks and other spoil. Unless removal is included in the quotation, disposal is your responsibility.

We will take reasonable steps to minimise unnecessary disturbance and leave the immediate work area reasonably orderly within the agreed scope.

14. Warranty

Products supplied by The H2O Hub are covered by applicable statutory rights and the manufacturer’s or supplier’s warranty.

Unless a longer warranty is specifically provided in writing, our voluntary workmanship warranty is 30 calendar days from completion of the work.

This 30-day workmanship warranty only covers workmanship performed by The H2O Hub. It does not replace or reduce:

• Manufacturer warranties;
• Supplier warranties; or
• Any longer written warranty provided by The H2O Hub.

Pumps are subject to the applicable manufacturer’s or supplier’s warranty.

A warranty does not automatically include free transport, call-outs, removal, reinstallation or third-party repairs unless the applicable warranty provides for these.

Please report suspected problems to us and, where appropriate, provide photographs or videos. We must be given a reasonable opportunity to inspect the problem before another contractor carries out repairs.

15. Warranty exclusions and maintenance

Warranty cover may not apply where a failure was caused by:

• Misuse or abuse;
• Negligence;
• Incorrect operation;
• Incorrect installation, plumbing or wiring;
• Failure to carry out required maintenance;
• Dry running;
• Operation outside manufacturer specifications;
• Power surges or electrical problems not caused by us;
• Inadequate or interrupted water supply;
• Excessive pressure;
• Abnormal water conditions;
• Unsuitable customer-supplied equipment;
• Unauthorised repairs or modifications;
• Theft, vandalism, fire, flooding or lightning;
• Corrosion, freezing or overheating;
• Unsuitable water quality or chemicals;
• Normal wear and tear;
• Consumables reaching the end of their service life; or
• Acts or omissions of third parties.

An exclusion only applies where the relevant problem caused or materially contributed to the failure.

You are responsible for routine maintenance, including filter replacement, cleaning, pump servicing, pressure checks, tank cleaning and replacing worn components.

Where an existing system or equipment was installed by another contractor, the Customer must confirm with the previous installer or contractor whether any warranty or guarantees are still applicable before The H2O Hub carries out any work.

16. Call-outs and repairs

Our standard call-out fee is R850, unless otherwise stated in the quotation.

The call-out fee generally covers attendance and assessment only.

Travel, parts, labour, materials, specialist services, removal, reinstallation and additional work may be charged separately.

No call-out fee will be charged where the applicable warranty specifically provides for a free call-out.

17. Cancellation

You may use any cancellation or cooling-off right available to you under South African law.

Where no legal cancellation right applies, we may recover reasonable and actual direct costs caused by the cancellation, where permitted by law.

If work has already started, you remain responsible for work completed, materials supplied and reasonable costs actually incurred, where permitted by law.

We will not charge you for work or costs that have not been performed or incurred.

18. Returns and refunds

Products must be returned within 14 calendar days of delivery or collection, subject to the applicable return condition.

This return policy does not remove any return, refund, cancellation or warranty rights you have under the CPA or other applicable law.

For a return, products should generally be:

• Unused and undamaged;
• Resalable;
• Complete;
• In their original packaging where applicable;
• Not installed or connected;
• Not filled with water;
• Not exposed to chemicals;
• Not modified; and
• Accompanied by proof of purchase.

You are generally responsible for reasonable return or collection costs. Original delivery charges are generally not refundable.

Custom-made, specially configured, special-order, installed, used or modified products may be excluded. Opened or used consumables, chemicals, filter media, membranes and electrical components may also be excluded.

Approved voluntary returns will generally be processed within 5–10 business days after the product has been received, inspected and approved.

Refunds will be made via EFT once the product has been received and inspected, the refund has been approved, and a banking confirmation letter has been received.

Where legally allowed, reasonable return, handling, restocking, cancellation or damage costs may be deducted.

19. Defective, unsafe or incorrect products

We may ask for:

• Proof of purchase;
• Product details;
• Photographs or videos;
• Serial numbers; and
• Information about installation, use and maintenance.

We may inspect the product or arrange an inspection by the manufacturer, supplier or authorised service provider.

If we supplied the wrong product due to our error, we will provide the appropriate remedy required by law.

20. Delivery and transport damage

Please inspect products when they are delivered or collected.

Visible transport damage should be reported as soon as delivery has been received with photographs of the packaging and product where possible.

Missing parts or accessories should be reported as soon as reasonably possible.

If you choose to use your own courier to collect your order, responsibility for the goods passes to you once the courier has collected the goods. The H2O Hub is not responsible for loss or damage that occurs after collection or during transit by your chosen courier.

21. Liability

To the extent permitted by law, we are not responsible for losses caused solely by:

• Groundwater not being found;
• Insufficient natural groundwater yield;
• Naturally poor water quality;
• Unexpected geological conditions;
• Undisclosed underground services;
• Natural ground movement;
• Incorrect information supplied by the Customer;
• Customer-supplied equipment;
• Misuse or unauthorised modifications;
• Actions of third parties; or
• Events outside our reasonable control.

To the extent permitted by law, we are not responsible for indirect losses such as loss of profits, income, production or business interruption.

22. Customer responsibility

You are responsible for reasonable direct losses or costs caused by:

• Incorrect information supplied by you;
• Undisclosed underground services;
• Lack of required permission;
• Unsafe conditions created by you; or
• Interference with our work.

23. Delays and subcontractors

We are not responsible for reasonable delays caused by events outside our control, including:

• Severe weather;
• Flooding;
• Lightning;
• Strikes;
• Supply shortages;
• Transport problems;
• Utility failures;
• Civil disturbances;
• Government action;
• Natural disasters; or
• Unexpected geological conditions.

We will make reasonable efforts to inform you about significant delays and reschedule the work when possible.

We may use suitably qualified subcontractors or suppliers where reasonably required and remain responsible for our obligations to you.

24. Complaints and disputes

If you have a complaint, please send it to The H2O Hub in writing and include:

• Your name and contact details;
• Order or invoice number;
• Product or service involved;
• Details of the problem; and
• Supporting documents or photographs where applicable.

We will first try to resolve the matter with you in good faith.

If the matter cannot be resolved, you retain the right to approach any appropriate consumer authority, ombud, tribunal or court.

25. Ownership and risk

Ownership of movable goods supplied by The H2O Hub remains with us until they have been paid for in full, to the extent permitted by law.

Risk generally passes to you upon delivery or installation, subject to applicable statutory rights and warranties.

26. General

Project communication may take place by email, SMS, WhatsApp or another recorded electronic method.

If any part of these Terms is found to be invalid or unlawful, the remaining Terms will continue to apply.

These Terms are governed by the laws of the Republic of South Africa.

The accepted quotation, specifications, scope of work, applicable warranty, these Terms and approved written changes form the agreement between us.

27. Customer acknowledgement

By accepting the quotation, signing the agreement, making a deposit or authorising work, you confirm that you have had a reasonable opportunity to read and understand these Terms. You understand that:

• Borehole drilling does not guarantee that water will be found;
• The amount and sustainable yield of groundwater are not guaranteed;
• Groundwater is not guaranteed to be safe for drinking without appropriate testing;
• Drilling charges apply to work performed and materials supplied, even if a particular quantity of water is not found;
• Ground conditions can affect drilling, casing, costs and completion;
• Additional work or materials may result in additional charges where approved or permitted by law;
• Known underground services must be disclosed before drilling or installation;
• Pump installation, electrical work, water testing, filtration and water treatment are separate services unless included in the quotation;
• The 30-day workmanship warranty only covers our workmanship and does not replace statutory or manufacturer warranties;
• The voluntary 14-day change-of-mind return policy does not replace statutory rights; and
• Nothing in these Terms removes any consumer right that cannot legally be excluded.