KOOLA Bottleless Water Coolers
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Return, Refund, and Delivery Policy

Return, Refund, and Delivery Policy

At Koola, we are committed to providing exceptional service and ensuring customer satisfaction. Please read below for details on our Return, Refund, and Delivery policies. 

Delivery of Service Policy

  1. Service Locations
    • We provide service to all locations within Grand Cayman and select locations on Cayman Brac.
  2. Delivery Times
    • Enquiries are processed within 1-2 business days.
    • Free assessment is typically completed within 1-2 busineess days, and installation within 7 business days depending on your location.
  3. Fees
    • Charges will be calculated following a free assessment based on your location, install requirements and the size of the order. Leased Equipment incurs a monthly fee which includes all maintenance and servicing.
    • Standard coolers lease for KYD $45/$50 per month and a standard install fee is KYD$50.
    • Monthly lease also covers all maintenance and servicing based upon normal usage including 6 monthly regular services and on-call service.
  4. Customer Service

Cancellation Policy

  1. Eligibility for Cancellation
    • Please provide 30 days written notice of termination of service
  2. Non-Returnable Items
    • All sales are final on purchased systems such as whole house and under counter RO systems. KOOLA is not liable for any purchased system following installation.
    • Servicing and maintenance on purchased equipment is the clients responsibility, however KOOLA will send out reminders and will facilitate maintenance and servicing with a quoted service fee.
  3. Termination Process
  4. Return Costs
    • The client will cover the cost of leased equipment that is failed to be returned in good order., or failed to be returned.

Termination Policy

  1. Refund Eligibility
    • Once your equipment is returned/collected your account will be terminated.
  2. Processing Termination of Service
    • Upon receipt of returned equipment, your invoicing will be stopped.

Damaged or Defective Items

  • If your leased equipment is not functioning normally we offer free on-call service and will repair or replace it free of charge.
  • Any damage or loss of the leased equipment outside of normal usage will be charged to the client.

Contact Us

If you have any questions or concerns about our Policy, please reach out to us:

SERVICE AND CONDITIONS

On leased equipment, maintenance services will be provided covering normal use at no additional charge, including servicing of equipment every six months. On leased equipment, the Lessee shall be responsible at all times for any equipment leased from KOOLA. Leased dispensers or equipment shall be kept on location premises and location where installed by a KOOLA technician at all times, and customer takes full responsibility that dispensers are used in the recommended ways and for the dispensing of water only. KOOLA will not be responsible for any loss to personal or business property or injury resulting from the use or misuse of the equipment. The Lessee has inspected the equipment prior to installation and found it to be in good condition. The Lessee agrees to provide the equipment for return within 48 hours of termination of service in good condition as received at time of installation. The cost of equipment replacement resulting from damage or theft while in the possession of the Lessee, or non-return of equipment on termination of contract or non-payment, will be for the Lessee. In this instance the replacement cost will be charged to the Lessee’s card on file. Termination of this agreement will be accepted with one months notice in writing.

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