AQUA POINTS LOYALTY PROGRAMME
TERMS & CONDITIONS
These Terms & Conditions apply to the Aqua Points loyalty programme operated by Aqua House (“Aqua House”, “we”, “us”, “our”).
By participating in Aqua Points, earning Aqua Points, redeeming a reward or otherwise using the programme, a customer (“member”, “you”, “your”) agrees to these Terms & Conditions.
All dollar amounts referred to in the programme are in New Zealand dollars unless stated otherwise.
1. Eligibility
Aqua Points is available to Aqua House customers who are subscribed to Aqua House email marketing and have a customer profile linked to a valid email address.
Participation is linked to the customer's Aqua House profile and email address.
If a customer unsubscribes from Aqua House marketing emails:
• their existing Aqua Points balance is retained;
• they stop earning new Aqua Points; and
• they cannot redeem Aqua Points while unsubscribed.
If the customer later subscribes again using the same customer profile/email address, their retained balance becomes available again and earning and redemption may resume.
Each person may maintain only one Aqua Points membership. Aqua House may correct, consolidate, suspend or close duplicate profiles where reasonably necessary to maintain accurate balances or prevent misuse.
2. Earning Aqua Points on purchases
Members earn 1 Aqua Point (AP) for every NZ$1 of qualifying spend.
Purchase points are awarded after an eligible order is fulfilled. Aqua Points may be earned on qualifying purchases made online and through Aqua House POS.
Qualifying spend is calculated on the eligible product value actually purchased after applicable product discounts, excluding:
• GST or other taxes;
• shipping or delivery charges;
• services and labour, including assembly fees, water testing and similar service charges; and
• any products specifically excluded under these Terms.
Because tax, shipping, services and other exclusions do not earn points, the number of Aqua Points awarded may be lower than the total amount paid for an order.
3. Products and charges that do not earn Aqua Points
Aqua Points are not earned on:
• Aqua House Gift Cards;
• products offered exclusively through the AQUA POINTS SHOP;
• services or labour, including assembly fees, water testing and similar service charges;
• GST or other taxes;
• shipping or delivery charges; or
• any other product, service, charge or transaction identified by Aqua House as excluded from earning Aqua Points.
Aqua House may add or remove exclusions as the programme evolves. Changes apply prospectively unless stated otherwise.
4. Other ways to earn Aqua Points
From time to time, members may earn Aqua Points through activities other than purchases, including actions displayed in the Aqua Points programme such as:
• creating a customer account;
• submitting an eligible product review;
• following Aqua House on eligible social-media platforms;
• providing a birthday date or receiving a birthday-related reward;
• member anniversary rewards; and
• promotional activities, campaigns or other special earning opportunities.
The number of Aqua Points, eligibility requirements and frequency limits for each activity are displayed in the Aqua Points programme when the activity is available. Some activities may be one-time only.
Aqua House may introduce, remove or change non-purchase earning activities.
Where Aqua Points are offered for a product review, the reward is for submitting an eligible, genuine review. Duplicate, fraudulent, irrelevant, manipulated or otherwise ineligible reviews do not qualify.
5. When Aqua Points appear
Purchase Aqua Points are normally credited once the eligible order has been fulfilled.
Aqua Points from other eligible activities may be credited after the qualifying action has been successfully recorded by the Aqua Points system.
Processing delays may occasionally occur. If a member believes Aqua Points are missing, they should contact Aqua House with the relevant order number or details of the qualifying activity.
6. Order cancellations, returns, refunds and voided orders
Aqua Points earned from an order may be revoked when that order is refunded, partially refunded or voided.
For a partial refund, Aqua House may revoke the Aqua Points attributable to the refunded portion of the order.
If points have already been spent before the refund, partial refund or void occurs, Aqua House may adjust the member's balance accordingly. This may result in a negative balance or future Aqua Points being applied against the adjustment.
Redeemed rewards are not automatically refunded when an order is refunded, partially refunded or voided. If Aqua Points have already been redeemed to generate or use a reward or discount code, those Aqua Points are treated as spent and are not automatically restored because the related order is later refunded, partially refunded or voided.
An unused or expired redeemed reward or discount code does not automatically entitle the member to restoration of the Aqua Points used to obtain it, except where Aqua House chooses to correct a genuine technical or administrative error.
Nothing in this section limits any refund, replacement or other remedy the customer may have under applicable New Zealand consumer law.
7. Redeeming Aqua Points
Aqua Points may be redeemed in two principal ways:
Aqua Points cash rewards
A member may exchange Aqua Points for a discount reward that can be used against a qualifying future purchase.
AQUA POINTS SHOP rewards
A member may exchange Aqua Points for selected physical products, merchandise, collectibles, exclusive items or other rewards available through the AQUA POINTS SHOP.
The current reward options, Aqua Points required, minimum spend requirements, expiry conditions and other restrictions are shown in the Aqua Points programme at the time of redemption.
8. Cash rewards
Aqua Points cash rewards are promotional discounts. They are not cash, stored monetary value or a withdrawal facility.
Cash rewards may only be used against products included in the AQUA POINTS Eligible collection at the time of purchase.
Cash Aqua Points rewards cannot be redeemed against:
• livestock;
• Gift Cards;
• AQUA POINTS SHOP reward products;
• services or labour; or
• any product, category or charge that is not included in the AQUA POINTS Eligible collection.
Minimum qualifying purchase values may apply to individual cash rewards.
Unless Aqua House expressly states otherwise, a member may use no more than one Aqua Points cash discount reward in any one calendar day, measured in New Zealand time, across online and in-store purchases.
Splitting a purchase into multiple orders, using different delivery/collection methods, placing separate orders for collection and later requesting combined shipment, or otherwise structuring transactions for the purpose of using multiple Aqua Points cash rewards on the same day does not override this limit.
If the daily-use rule is breached, Aqua House may decline, cancel or adjust an affected reward or order, or require the customer to pay any resulting difference before fulfilment.
Cash rewards cannot be exchanged for cash, paid to a bank account or refunded as cash.
9. AQUA POINTS SHOP rewards
The AQUA POINTS SHOP contains products and rewards available for redemption using Aqua Points.
Rewards may include:
• Aqua House merchandise;
• supplier merchandise;
• limited or collectible products;
• products that are not normally available through New Zealand retail channels;
• selected Aqua House retail products;
• promotional bundles; and
• other exclusive or limited rewards.
Some AQUA POINTS SHOP products may not be available for ordinary cash purchase.
The Aqua Points price of a reward does not necessarily correspond to its retail price, overseas retail price or cash-discount equivalent. Reward pricing may reflect exclusivity, scarcity, limited quantity, collectability, brand value, availability and the amount of accumulated Aqua Points the reward is intended to absorb.
Reward quantities may be strictly limited and are available while stocks last.
If a reward becomes unavailable after a valid redemption because of an inventory or system error, Aqua House may restore the Aqua Points used or, with the customer's agreement, provide an appropriate alternative.
10. Shipping and collection of AQUA POINTS SHOP rewards
Redeeming Aqua Points covers the reward product itself unless expressly stated otherwise.
Normal Aqua House delivery charges, free-shipping thresholds, delivery restrictions and collection options may still apply.
Where agreed by Aqua House, a redeemed reward may be held and sent with the member's next order. This option is subject to reasonable storage time, stock handling requirements and operational practicality. If a subsequent order is not placed within a reasonable period, separate shipping or collection may be required.
AQUA POINTS SHOP rewards may also be collected in store where that option is available.
11. Availability and reward values
Rewards may be added, removed, replaced, repriced or limited as stock, supplier availability and programme requirements change.
Limited-edition, collectible or exclusive rewards may not return once sold out.
The number of Aqua Points required for a future redemption may change. A reward that has already been validly redeemed will not be retrospectively repriced.
12. Aqua Points have no cash value
Aqua Points:
• are not legal tender;
• are not cash or stored monetary value;
• cannot be withdrawn as cash;
• cannot be sold;
• cannot normally be transferred between customers;
• cannot be exchanged between unrelated customer accounts; and
• may only be used in accordance with the Aqua Points programme.
Where duplicate customer records genuinely belong to the same person, Aqua House may correct or consolidate balances after reasonable verification.
13. Aqua Points expiry
Aqua Points expire 36 months after they are earned.
Point expiry applies to unredeemed Aqua Points only. Once Aqua Points have been validly redeemed for a reward or discount code, those points are considered spent and the resulting reward or code is governed by its own stated expiry and conditions.
Redeemed discount codes are not cancelled merely because the Aqua Points from which they were created would later have reached their point-expiry date.
Where legacy Aqua Points are migrated without their original individual earning dates, Aqua House may treat the migration or Aqua Points 2.0 launch date as the earning date for expiry purposes.
Aqua House may send expiry reminders where the programme system supports them, but a reminder is not required for points to expire. Members are responsible for monitoring their balance and available rewards.
14. Combining Aqua Points rewards with other offers
Whether an Aqua Points reward can be combined with another promotion depends on the type of discount and the combination rules configured for that reward.
As a general rule:
• Aqua Points cash rewards may be used with eligible product-level discounts, including qualifying bundle or automatic product discounts, where Shopify permits the combination;
• sale or compare-at pricing may still apply to eligible products;
• Aqua Points cash rewards may be combined with an eligible free-shipping discount or free-shipping promotion where the checkout permits it; and
• Aqua Points cash rewards cannot be combined with another order-level discount, whether that other order discount is automatic or entered as a discount code.
Where two offers are technically incompatible, the customer may need to choose which offer to use.
Aqua House may change discount-combination settings for future transactions as promotions and Shopify functionality change.
15. Abuse and misuse
Aqua Points is intended to reward genuine Aqua House customers. Aqua House may withhold, reverse, suspend or cancel Aqua Points, rewards or programme access where there is reasonable evidence of fraud, abuse, manipulation or conduct contrary to the intended operation of the programme.
Examples include:
• fraudulent transactions or payment activity;
• duplicate or artificial customer accounts;
• one person creating or controlling multiple email addresses or customer accounts to obtain duplicate sign-up, referral, social, review or other one-time rewards;
• manipulated, duplicate or non-genuine reviews;
• systematic or repeated subscribing, unsubscribing and resubscribing primarily to obtain programme benefits while avoiding the eligibility conditions of the programme;
• deliberately splitting purchases into multiple orders in order to use more Aqua Points cash rewards than permitted, including placing some orders as pickup and later asking Aqua House to combine them into one shipment;
• technical exploitation, automated abuse or attempts to exploit errors in the loyalty platform; or
• any other deliberate attempt to obtain or use Aqua Points in a way that Aqua House reasonably considers inconsistent with these Terms.
Legitimate changes to a customer's email-marketing preference, ordinary separate orders and genuine separate customer accounts are not, by themselves, considered abuse.
Aqua House may investigate suspicious activity and may require reasonable verification before restoring access or fulfilling an affected reward or order.
16. Errors, technical issues and nature of the programme
Aqua Points is a discretionary promotional loyalty programme provided as a benefit to eligible customers. It is not a bank account, gift card, stored-value facility or cash entitlement.
Aqua House may correct Aqua Points balances, rewards, redemptions or transactions where there has been a genuine system, calculation, migration or administrative error.
Temporary technical problems, maintenance, third-party service outages or platform limitations may occasionally prevent Aqua Points from being earned, displayed or redeemed. Aqua House may temporarily pause earning, redemption or other programme functions while such issues are investigated or corrected.
Where a significant manual adjustment is made, Aqua House will make reasonable efforts to explain the correction to the affected customer.
Nothing in this section limits rights or remedies that cannot lawfully be excluded under New Zealand law.
17. Changes to the Aqua Points programme and these Terms
Aqua House may update, amend or replace the Aqua Points programme and these Terms from time to time, including changes to:
• earning methods or rates;
• reward values;
• minimum spend requirements;
• expiry rules;
• product or customer eligibility;
• excluded products or charges;
• available rewards;
• discount-combination settings;
• programme features; and
• the operation of the AQUA POINTS SHOP.
The current version of these Terms will be published by Aqua House and will apply from the stated effective or last-updated date. It is the member's responsibility to review the current Terms from time to time.
Non-material, administrative, clarifying or prospective programme changes may be made without individual notice.
Where a material change would significantly reduce the value or usability of Aqua Points already earned, Aqua House will provide reasonable advance notice where practicable. Aqua House will not retrospectively invalidate a reward that has already been validly redeemed, except where required to correct fraud, abuse or a genuine error.
Continued participation in, earning through or redemption under the Aqua Points programme after updated Terms take effect constitutes acceptance of the updated Terms.
18. Suspension or termination of the programme
Aqua House may suspend or discontinue the Aqua Points programme where reasonably necessary.
If the programme is permanently discontinued, Aqua House will, where reasonably practicable, provide members with advance notice and a reasonable opportunity to redeem existing Aqua Points during a stated redemption period.
Immediate suspension or termination may occur where required by law, security concerns, suspected fraud or abuse, serious technical failure, third-party platform failure or circumstances outside Aqua House's reasonable control.
19. Legacy Aqua Points and legacy reward codes
Eligible Aqua Points balances migrated from the previous Aqua House loyalty programme remain recognised within the new Aqua Points programme, subject to these Terms.
Valid legacy reward or coupon codes already issued under the previous programme remain valid subject to the conditions originally attached to those codes and any applicable expiry.
Legacy reward codes are not stored in the new Aqua Points programme dashboard.
A valid legacy code may be redeemed:
• online, by manually entering the coupon code at checkout; or
• in store, by presenting the code to the cashier.
Aqua Points previously spent to create a valid legacy reward code are not added back to the member's Aqua Points balance merely because the code has not yet been used.
20. Privacy and marketing subscription
Participation in Aqua Points requires Aqua House to process customer information associated with the programme, including customer details, order activity, Aqua Points transactions, reward activity and programme interactions.
Personal information is handled in accordance with Aqua House's Privacy Policy and applicable New Zealand privacy law.
Email subscription is an eligibility condition of Aqua Points. Customers remain free to unsubscribe from marketing emails at any time; however, doing so pauses earning and redemption as described in section 1.
21. Consumer rights
Nothing in these Terms is intended to exclude, restrict or limit any right or remedy that cannot lawfully be excluded under New Zealand law, including applicable rights under the Consumer Guarantees Act 1993 and Fair Trading Act 1986.
22. Contact
Questions about Aqua Points, missing points, balances, rewards or legacy reward codes can be directed to Aqua House using the customer-service contact details published on the Aqua House website.