Terms of use
AquaSource provides an online marketplace where UK hobbyists, breeders and aquatic businesses can advertise and buy aquatic livestock, plants, equipment, food and related goods. Unless a listing expressly says otherwise, the seller named on the listing supplies the item and is responsible for its description, legality, welfare, packaging, dispatch and after-sales obligations.
Users must be at least 18, provide accurate account information, use the platform lawfully and communicate honestly. Sellers may register and draft listings without manual pre-approval, but must complete Stripe’s identity and payout checks before accepting payment. AquaSource may remove listings, restrict accounts or retain records where reasonably necessary for safety, fraud prevention, legal compliance or dispute handling.
Nothing in these policies excludes or limits rights that cannot lawfully be excluded, including applicable consumer rights. A seller’s listing terms cannot override the law or these marketplace-wide minimum standards.
Orders, prices and cancellation
Listings must state the item, quantity, condition, seller, total item price, delivery or collection options, dispatch expectations and any relevant livestock care or live-arrival terms. Buyers see the payable total before confirming an order. AquaSource collects payment through Stripe and allocates the seller’s share after successful payment.
A buyer may request cancellation before dispatch. If the seller has not dispatched or incurred an agreed custom cost, the order should be cancelled and refunded. Rights after dispatch depend on the item, the seller’s status and applicable law. Some rapidly deteriorating, personalised or hygiene-sensitive goods may have different change-of-mind rules; this does not remove rights where an item is faulty, misdescribed or otherwise fails legal requirements.
Sellers must not mark an item dispatched before handing it to the stated carrier. Local-collection orders should be marked complete only after handover.
Returns and refunds
Buyers should contact the seller through AquaSource promptly, explaining the issue and providing the order number and reasonable evidence. Sellers must offer the remedy required by law when goods are faulty, not as described or unfit for their stated purpose.
For eligible non-livestock distance purchases, a consumer buying from a trader will normally have a 14-day cancellation period after delivery, followed by a further 14 days to return the goods. Exceptions can apply, including certain perishable, personalised or unsealed hygiene-sensitive goods. The listing and checkout must identify the seller’s trading status and explain who pays return postage for a change-of-mind return.
Approved refunds are returned to the original payment method. Original processing time depends on Stripe, the buyer’s bank and the payment method. AquaSource does not charge a separate refund administration fee. A partial refund may be appropriate where the buyer keeps part of an order or accepts a proportionate remedy.
Live-arrival and livestock claims
Sellers must state their live-arrival terms, safe dispatch days, weather limits, carrier, packaging approach and evidence window before purchase. These listing terms add detail but cannot remove applicable statutory rights.
For a dead-on-arrival or serious condition claim, the buyer should contact the seller as soon as reasonably possible after the first delivery attempt, keep the original packaging and provide clear time-stamped photographs or video of the unopened bag or container and the affected livestock. Buyers should follow urgent welfare and acclimation instructions where safe to do so.
A claim may be affected if delivery failed because the buyer supplied an incorrect address, missed the first delivery attempt, left a parcel unattended contrary to instructions or materially departed from stated acclimation guidance. Each case will still be considered on its evidence and applicable law. Returning live animals is not required unless the seller and AquaSource agree a safe, lawful welfare plan.
Complaints and disputes
The buyer contacts the seller first. The seller should acknowledge the issue within two working days and try to agree a refund, replacement or other lawful remedy. If they cannot resolve it, either party may escalate the case to AquaSource with the order record, tracking, messages and supporting evidence.
AquaSource may request further information and make a marketplace decision based on the listing, communications, tracking, evidence, these policies and applicable law. We may refund a buyer, recover the corresponding seller amount, restrict an account or decline a claim that lacks adequate evidence. This internal process does not prevent either party using legal rights, their card provider’s dispute process or another available dispute-resolution route.
To raise a complaint or escalation, email aquasourcemarketplace@outlook.com with the order number. We aim to acknowledge escalations within two working days.
Prohibited and restricted listings
Users must not list illegal goods, stolen or counterfeit items, prescription-only veterinary medicines, unsafe products, wildlife taken unlawfully, or any species whose sale, keeping, breeding, movement or import is prohibited. Listed invasive alien species may not be sold except where a specific lawful exemption applies. Protected or CITES-controlled specimens require all applicable permissions and records.
Livestock must be fit for sale and transport. Sellers must use suitable packaging, lawful carriers and weather-appropriate dispatch decisions, and must not transport an animal in a way likely to cause injury or unnecessary suffering. AquaSource may request evidence of lawful origin, permits, registrations or carrier arrangements and may remove a listing while checking it.
AquaSource launches for domestic UK transactions only. International sales, imports and exports are not supported at launch.
Privacy and payment information
AquaSource uses account, listing, order, message, moderation and support information to operate the marketplace, prevent fraud, resolve disputes and meet legal obligations. We aim to collect only information needed for those purposes and retain it only as long as required for the transaction, safety, accounting or legal record.
Stripe collects and processes identity, bank and payment information for seller onboarding and transactions under its own privacy terms. AquaSource does not ask users to send passwords, full card details or Stripe secret keys by email or marketplace message.
Questions about AquaSource data, access or correction requests can be sent to aquasourcemarketplace@outlook.com. A fuller privacy notice, retention schedule and cookie notice will be published before live transactions begin.