TERMS & CONDITIONS

Last updated: 27/05/2026

These Terms & Conditions apply to services provided by East Yorkshire Reef Care.

By booking a service, accepting a quote, arranging a visit or allowing us to attend your property, you agree to these terms.

These terms are written to protect both you and East Yorkshire Reef Care. Marine aquariums are living systems, so clear expectations are important before any work begins.

1. About East Yorkshire Reef Care

East Yorkshire Reef Care provides specialist marine aquarium support, including reef health checks, aquarium maintenance, holiday cover, setup support and related services for residential and commercial customers across East Yorkshire.

We are not a veterinary service and do not provide veterinary diagnosis, treatment or guarantees relating to livestock health, survival or recovery.

2. Services Provided

Services may include, but are not limited to:

Reef health checks, regular maintenance visits, holiday cover, water testing, visual livestock and coral checks, equipment checks, glass cleaning, water change support, skimmer checks, ATO and dosing checks, setup support, written visit notes and general maintenance advice.

The exact services to be carried out will be agreed before each visit or as part of an ongoing maintenance agreement.

We will only carry out work that has been agreed in advance, unless urgent action is reasonably required and we are unable to contact you.

3. Quotes, Pricing and Payment

Prices may vary depending on location, tank size, complexity, visit length, access requirements and the work required.

Any quote provided is based on the information available at the time. If the aquarium condition, access requirements or work needed differs from what was described, the final price may change.

Additional work, emergency visits, extra time, materials, parking charges, tolls or other agreed costs may be charged separately.

Payment terms will be confirmed at the time of booking or invoice. Future visits may be refused or paused where payment is overdue.

4. Bookings, Cancellations and Failed Access

Appointments must be agreed in advance.

If you need to cancel or rearrange a visit, please give as much notice as possible.

Appointments cancelled at short notice may be chargeable, especially where travel time, preparation time or a reserved appointment slot has already been committed.

If we attend a booked appointment and cannot access the property, aquarium or working area due to restricted access, missing keys, incorrect alarm codes, unavailable staff, parking restrictions, unsafe conditions or incorrect information, a failed visit charge may apply.

For residential customers, this may include a call-out fee or partial visit fee.

For commercial customers, the full visit fee may be payable if access was agreed but not available when we arrived.

5. Customer Responsibilities

You are responsible for providing accurate and complete information about your aquarium, livestock, equipment, dosing, feeding, water changes, known issues and any recent losses or problems.

You must tell us about any concerns before a visit, including livestock illness, pests, algae issues, unstable parameters, equipment faults, leaks, electrical issues, recent dosing changes or recent livestock additions.

We rely on the information you provide. East Yorkshire Reef Care is not responsible for issues caused by incomplete, inaccurate or withheld information.

6. Access, Keys, Alarms and Parking

You must provide safe and practical access to the property, aquarium and required working area.

Where keys, alarm codes, gate codes, parking details or access instructions are needed, these must be provided before the visit.

Keys and access details will be handled with reasonable care and used only for the agreed service.

Parking charges, tolls, access fees or other location-related costs may be added to the invoice where applicable.

Pets, children and unauthorised people should be kept away from the working area during visits for safety.

7. Livestock, Coral and Aquarium Risk

Marine aquariums contain sensitive living animals and delicate biological systems. Fish, corals, invertebrates and other livestock can become stressed, decline or die even when reasonable care and recognised good practice are followed.

East Yorkshire Reef Care will carry out agreed services with reasonable care and skill. However, we cannot guarantee the survival, recovery, improvement or continued stability of any aquarium, fish, coral, invertebrate or biological system.

You acknowledge that marine livestock and corals are fragile and that losses can occur due to many factors outside our reasonable control.

8. Pre-Existing Issues and No Guarantee of Outcome

We are not responsible for livestock, coral or aquarium losses caused by pre-existing issues, disease, pests, poor water quality, unstable parameters, equipment failure, power failure, previous husbandry, unsuitable livestock, stress, aggression, contamination, customer instructions or any other factor outside our reasonable control.

Pre-existing concerns may be recorded before work begins, including livestock condition, coral health, water clarity, algae, pests, leaks, equipment faults or visible signs of stress.

We do not guarantee that any visit, maintenance task, rescue visit, water change, health check or recommendation will prevent losses, reverse decline, remove all algae, cure disease or restore an aquarium to perfect condition.

9. Equipment, Power, Water Changes and Dosing

Aquarium equipment can fail without warning. We are not responsible for losses caused by power cuts, heater failure, pump failure, ATO failure, dosing faults, skimmer faults, controller faults, leaks or other technical failures unless directly caused by our negligence.

Water changes will only be carried out where agreed and where suitable water, equipment and access are available. The customer must confirm whether water is supplied by them or prepared by us.

Dosing, additives and chemical changes will only be carried out where agreed in advance or where clear written instructions have been provided.

Where customer-supplied food, additives, saltwater, RO water, dosing liquids or equipment are used, the customer is responsible for ensuring they are suitable, available, clearly labelled and safe to use.

10. Holiday Cover Terms

Holiday cover is designed to follow your agreed aquarium care routine and carry out basic checks while you are away.

Before holiday cover begins, you must provide clear instructions covering feeding, top-offs, dosing, equipment, access, emergency contacts and any known concerns.

Holiday cover may include tasks such as feeding, ATO top-off, dosing container top-off, glass cleaning, water changes, skimmer cup emptying, temperature checks, equipment visual checks, livestock and coral visual checks, photo or video updates and notes after visits.

We will follow the agreed care plan. We will not make major changes to equipment, dosing, water chemistry, livestock care or aquascape unless agreed in advance, except where urgent action is reasonably required and we are unable to contact you.

An emergency contact must be provided for holiday cover. If urgent decisions are required and we cannot reach you or your emergency contact, we may take reasonable steps to protect the aquarium, livestock, property or equipment. Additional time, materials or emergency visits may be chargeable.

11. Commercial Maintenance Terms

Commercial customers are responsible for ensuring site access is available at agreed times and that relevant staff are aware of the visit.

Visits can be discussed around opening hours, customer access, staff availability and business operations, but the customer remains responsible for ensuring we can safely access the aquarium and working area.

Where a recurring commercial maintenance agreement is in place, visit frequency, scope, payment terms, cancellation notice and any minimum commitment should be agreed in writing.

Commercial display aquariums should be accessible, safe to work around and not blocked by furniture, customers, stock, fixtures or events at the agreed visit time.

12. Emergency Action and Additional Charges

If we identify an urgent issue during a visit, we will try to contact you before taking action outside the agreed scope.

Where we cannot contact you and urgent action appears reasonably necessary to reduce immediate risk to livestock, equipment or property, we may take reasonable action.

Additional visits, extra time, materials, water, equipment, emergency call-outs or specialist support may be charged separately.

13. Photos, Videos, Reports and Bodycam Recording

We may take photos or videos before, during and after visits to document aquarium condition, service delivery, customer updates, visit reports, access records and any visible concerns.

Operational photos and videos may be used for visit records, condition records, customer updates, internal service notes and dispute resolution.

Marketing use of photos or videos will only include identifiable people, private property, addresses, business names or sensitive details where permission has been given.

Body-worn camera recording may be used during visits for safety, service verification, access records and to document the condition of the aquarium and surrounding work area. Customers will be informed where recording is used.

Bodycam footage will be stored securely, accessed only where necessary, and deleted after a reasonable retention period unless required for a dispute, insurance matter, legal obligation, safeguarding concern or other legitimate reason.

14. Property Access and Safe Working Conditions

You must provide a safe and suitable working area around the aquarium.

We are not responsible for damage caused by unsuitable furniture, poor access, unstable flooring, existing leaks, existing cabinet damage, hidden defects, unsafe electrics, poor installation or pre-existing property issues.

We reserve the right to refuse or stop work where the environment is unsafe, access is unsuitable, the aquarium presents unreasonable risk, or the requested work is outside our agreed scope, competence or available equipment.

15. Biosecurity, Pests and Contamination

We will follow reasonable hygiene and biosecurity practices.

However, aquariums can contain pests, algae, disease, parasites, bacteria and contaminants. We cannot guarantee prevention, removal or control of all pests, disease, algae, parasites or contamination.

You must tell us if you are aware of any pest, disease, parasite, contamination or livestock illness before a visit.

16. Liability and Limitations

Nothing in these terms excludes or limits liability where it would be unlawful to do so.

East Yorkshire Reef Care will provide services with reasonable care and skill.

Subject to the above, we are not responsible for losses caused by factors outside our reasonable control, including pre-existing aquarium conditions, fragile livestock, disease, pests, customer instructions, equipment failure, power cuts, water quality issues, third-party actions or delayed reporting of problems.

For business customers, liability may be limited to the value of the relevant service or contract, except where liability cannot legally be limited.

17. Complaints and Issue Reporting

If you have any concerns following a visit, you should contact us as soon as possible, ideally within 24 hours.

Please provide photos, videos and details of the issue where relevant so we can review what has happened.

We will investigate concerns fairly and respond as soon as reasonably possible.

18. Privacy and Personal Data

We may collect and use personal data such as your name, contact details, address, access instructions, aquarium details, photos, videos and visit records for the purpose of providing our services.

Personal data will be handled in line with our Privacy Policy.

Bodycam footage, photos and videos may contain personal data and will be handled securely and only used where appropriate.

19. Changes to These Terms

We may update these Terms & Conditions from time to time.

The version that applies will usually be the version available at the time of booking or the version provided with your quote or service agreement.

20. Contact

For questions about these Terms & Conditions, contact:

East Yorkshire Reef Care
Email: hello@eastyorkshirereefcare.co.uk