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GotWater - Service Agreement
Terms & Conditions for once-off supply and installation of backup water systems
Version: 1.0
Last updated: 1 July 2026
1. Definitions
1.1 "We" / "us" means GotWater, the service provider providing backup water systems.
1.2 "Customer" / "you" means the person or entity that accepts the quotation.
1.3 "Equipment" means the tanks, pumps, filtration, geysers, valves, fittings and related goods supplied and installed.
1.4 "Premises" means the property where the Equipment is installed.
1.5 "Installation" means the supply, fitting and commissioning of the Equipment.
1.6 "Inventory" means the list of installed items compiled at completion (clause 8).
1.7 "Completion" means the date the Installation is finished, tested and handed over.
1.8 "Warranty Period" means either the default workmanship Warranty Period of three (3) months or the manufacturer's Warranty Period for those items installed.
2. Acceptance of this agreement
2.1 This agreement is formed when the Customer accepts a GotWater quotation in writing (including by email, electronic signature or by paying the deposit), by accepting a GotWater quotation the Customer acknowledges that they have read, understood and accepted these Terms & Conditions.
2.2 The Customer confirms that the clauses limiting liability and imposing fees (in particular clauses 14 and 16) have been brought to their attention and that they have read, understood and accepted them as per Clause 2.1.
3. Services rendered
3.1 GotWater supplies and installs backup water systems, which may include: installation labour performed on agreed dates; and the repair or replacement of those items listed on the accepted quotation, and subject to the service option selected.
3.2 The specific scope, equipment and price are as set out in the accepted quotation.
4. Quotation, prices & payment
4.1 All work is quoted on a once-off basis. Quotations are valid for fourteen (14) days from issue.
4.2 Unless stated otherwise, payment terms are: 70% deposit payable before installation, and the 30% balance payable on Completion, by immediate EFT or card before GotWater leaves the Premises.
4.3 Any additional work, upgrades or extensions are quoted and charged separately.
4.4 Unless expressly stated otherwise, all prices and fees in this agreement and in quotations are exclusive of VAT. Published fees may be updated from time to time; the fee applicable is the one current at the date of the service.
4.5 Overdue amounts bear interest at the maximum rate permitted by law, and the Customer is liable for reasonable costs of recovery.
5. Customer's site & duties
5.1 The Customer agrees to:
- Provide a flat, secure base for the tank and pump, access to the municipal incoming feed, and a suitable electricity supply for the pump;
- Grant reasonable access to the Premises for installation, inspection and repairs;
- Promptly notify GotWater of any system failure or damage;
- Ensure all information provided is accurate;
- Use the system only for its intended purpose; and
- Pay all agreed amounts per accepted quotations and invoices.
5.2 Where site conditions differ materially from those assumed in the quotation (e.g. no suitable base or power), any additional work will be quoted separately and payment of the deposit for such additional work will be required before Installation proceeds.
6. GotWater's duties & standards
6.1 GotWater shall:
- Install systems in accordance with applicable SANS standards and good trade practice;
- Perform work within its reasonable scope of expertise; and
- Advise the Customer where pre-existing installations are sub-standard, and provide quotations for improvement.
6.2 GotWater may use suitably qualified subcontractors to perform parts of the work.
7. Certificates of compliance
7.1 Where the Installation includes work requiring a plumbing certificate of compliance, GotWater will issue or arrange a PIRB / IOPSA certificate on Completion.
7.2 Where electrical connection work is performed, any required electrical certificate of compliance will be issued / arranged at an additional cost as set out in the quotation.
8. Completion & handover
8.1 On Completion, GotWater tests the system and hands it over to the Customer, who is given the opportunity to inspect the work.
8.2 The Customer may raise a reasonable snag list at handover; GotWater will attend to legitimate snags within a reasonable time. Payment of the balance cannot be withheld for snags.
9. Ownership & risk
9.1 Ownership of the Equipment passes to the Customer only once the final invoice is paid in full.
9.2 Risk in the Equipment passes to the Customer on delivery to the Premises.
10. Warranties
10.1 GotWater warrants its workmanship for a default Warranty Period of three (3) months.
10.2 Manufacturer warranties on components (pumps, geysers, tanks, etc.) are passed through to the Customer.
10.3 Workmanship warranties apply only if the system has not been tampered with or altered by third parties (clause 12).
11. Repairs, replacement & call-outs
11.1 All repair and replacement work complies with applicable SANS standards.
11.2 Items that fail due to normal wear or manufacturing defect while still within the Manufacturer's Warranty Period are repaired or replaced at GotWater's cost.
11.3 Damage from vandalism, misuse, negligence or events beyond reasonable control (e.g. lightning, flood) is excluded.
11.4 Emergency call-outs are available. Call-outs not covered by the Warranty Period are charged at the call-out fee current at the time, plus labour and materials.
12. Tampering
12.1 Tampering with, modifying or repairing the Equipment by unauthorised parties during the Warranty Period is prohibited and voids the Manufacturer's Warranty for the affected items.
13. Water quality
13.1 Where filtration is supplied, it is intended to improve water quality but GotWater does not guarantee that stored or filtered water is potable unless independently tested.
13.2 The Customer is responsible for any water-quality testing they require and for maintaining filters per the maintenance guidance provided.
14. Indemnity & limitation of liability
14.1 Subject to clause 14.3, GotWater is not liable for: indirect or consequential loss arising from malfunction or failure of Equipment; damage caused by the Customer's misuse, negligence or unauthorised actions; repair or replacement of items not in the Inventory; or services outside GotWater's scope (e.g. structural building work, plug-in appliances, or municipal billing disputes).
14.2 To the extent permitted by law, GotWater's total liability arising from the Installation is limited to the value of the accepted quotation.
14.3 Nothing in this clause limits or excludes any liability that cannot lawfully be limited or excluded, or any of the Customer's rights under the Consumer Protection Act.
15. Insurance
15.1 Once installed and paid for, the Equipment forms part of the Customer's property, and the Customer is responsible for insuring it.
15.2 GotWater may act as preferred contractor for insured geyser or system replacements where applicable.
16. Cancellation
16.1 Where an order is cancelled after Equipment has been procured but before installation, the Customer is liable for GotWater's reasonable costs actually incurred (including a reasonable handling fee and any non-returnable Equipment).
16.2 A request to de-install a completed project is subject to GotWater's reasonable costs, and the Customer remains liable for the cost of any non-reusable materials.
17. Breach & termination
17.1 On breach (such as non-payment), GotWater may give written notice allowing 30 (thirty) days to remedy.
17.2 Failure to remedy may result in legal action to recover outstanding amounts, or retrieval of Equipment not yet paid for (consistent with clause 10.1).
18. Force majeure
18.1 GotWater is not liable for delay or failure caused by events beyond its reasonable control, including supply shortages, load-shedding, extreme weather, or acts of God. Affected timelines are extended by a reasonable period.
19. Duration
19.1 This agreement takes effect on acceptance of the quotation and continues until the Installation is complete and the Warranty Period has lapsed.
20. Sale of the property
20.1 As the Equipment is a once-off purchase, once paid in full it is treated as a fixture of the Premises and may be sold with the property at the Customer's discretion.
21. Data protection (POPIA)
21.1 GotWater processes the Customer's personal information in line with the Protection of Personal Information Act and its
Privacy Policy.
22. Notices
22.1 Notices may be given by email or in writing to the addresses on the quotation or, for GotWater, to
hello@gotwater.co.za.
23. General
23.1 This agreement, together with the accepted quotation, is the whole agreement between the parties.
23.2 No variation is valid unless agreed in writing.
23.3 If any clause is found unenforceable, the remaining clauses continue to apply.
23.4 GotWater may cede or subcontract its rights and obligations to a competent party.
24. Governing law & disputes
24.1 This agreement is governed by the laws of the Republic of South Africa.
24.2 The parties consent to the jurisdiction of the Magistrate's Court for any dispute, without limiting GotWater's right to use a higher court.
24.3 Nothing prevents the Customer from referring a dispute to the Consumer Goods and Services Ombud or the National Consumer Commission as provided by the Consumer Protection Act.
25. Service options
25.1 Service options relate to the specific scope of installation and equipment packages defined in the accepted quotation.