Terms & Conditions

1. Our Products and Services

Koi Planet provides Japanese Koi fish, ornamental fish and livestock, koi food, fish medication and water treatment products, pond equipment, pumps, filters, UV clarifiers, aeration systems, koi pond design and construction, pond filtration design and installation, pond maintenance contracts, fish health and treatment services, custom aquariums, lake management solutions, artificial lake and lagoon filtration systems, and consultancy for ponds, lakes, filtration, and water quality systems.

2. Live Fish and Livestock

Live fish and aquatic livestock are sensitive living animals. Customers are responsible for ensuring suitable conditions before purchase, including correct water quality, suitable pond size, proper filtration, adequate oxygenation, safe acclimation, compatible fish, quarantine where required, and suitable water parameters. Koi Planet may refuse to sell or deliver live fish if we believe the receiving environment is unsuitable. Once live fish are accepted by the customer, Koi Planet is not responsible for losses caused by customer handling, water quality, stress, disease from existing fish, system failure, incorrect acclimation, or unsuitable conditions.

3. Orders and Acceptance

An order is considered accepted only when confirmed by Koi Planet. We reserve the right to refuse, cancel, or amend an order if the item is unavailable, the price or description is incorrect, payment is not received, delivery is not possible, or there is suspected fraud or misuse. If an order is cancelled by Koi Planet after payment has been made, an eligible refund will be processed.

4. Prices and Payment

All prices are shown in UAE Dirhams unless stated otherwise. Prices may be changed without prior notice. Quotations are valid only for the period stated. Payment terms may vary; Koi Planet may require full payment before delivery, a deposit before ordering or production, stage payments for projects, or advance payment for services. Ownership of products remains with Koi Planet until full payment has been received.

5. Quotations and Proposals

Quotations are based on information available at the time of preparation. Additional charges may apply if site conditions differ from information provided, additional work is requested, access is restricted, design changes are required, or delays occur due to customer, contractor, site, authority, or third-party issues.

6. Delivery

Delivery options, charges, and timelines may vary depending on the product, location, order size, and availability. Customers must provide accurate delivery details and ensure someone is available to receive the order. For live fish deliveries, the customer must be ready to receive and acclimate the fish immediately. Koi Planet is not responsible for failed delivery caused by incorrect address, unavailable recipient, or circumstances beyond our control.

7. Installation and Site Work

For installation, pond construction, filtration work, lake systems, or site services, the customer must provide safe access, required permissions, electricity and water supply where needed, clear site conditions, accurate site information, timely decisions and approvals, and safe working conditions for Koi Planet staff and contractors. Koi Planet is not responsible for delays caused by site restrictions, third-party contractors, authority approvals, weather, access issues, or customer delays.

8. Custom and Special Orders

Custom-made and special-order items cannot be cancelled, returned, or refunded once production, procurement, design, or ordering has started. This includes custom aquariums, cabinets, pond filtration systems, special-order Japanese Koi, imported equipment, and bespoke lake systems. Deposits paid for custom work are generally non-refundable unless otherwise agreed in writing.

9. Maintenance Contracts

Maintenance contracts may include scheduled visits, cleaning, inspection, filter servicing, water testing, fish observation, and other agreed services. The exact scope will be stated in the quotation, contract, or service agreement. Maintenance contracts do not automatically include replacement parts, medication, fish replacement, major repairs, emergency visits, equipment upgrades, deep cleaning, leak repair, civil or electrical works, lake dredging, or any item not specifically listed in the agreement.

10. Consultancy Services

Consultancy advice is based on information available at the time of assessment. Koi Planet is not responsible for outcomes where recommendations are not followed, third parties carry out work incorrectly, site conditions change, existing systems are defective, or information provided to us is incomplete or inaccurate.

11. Fish Health, Medication and Treatment

Fish treatment results cannot be guaranteed, especially where fish are already weak, water quality is poor, disease is advanced, or the system is unsuitable. Customers must follow instructions carefully when using medication, water treatments, salt, quarantine methods, or fish handling procedures. Koi Planet is not responsible for losses caused by incorrect dosage, mixing incompatible treatments, poor water quality, delayed action, or failure to follow advice.

12. Warranty

Products may be covered by manufacturer warranty where applicable. Warranty does not cover misuse, incorrect installation, normal wear and tear, lack of maintenance, damage caused by water, heat, sunlight, weather or chemicals, electrical faults, unauthorized repair or modification, consumable parts, or damage caused by unsuitable site conditions. Installation or workmanship warranty, if applicable, will be stated in the relevant quotation or agreement.

13. Limitation of Liability

To the maximum extent permitted by applicable law, Koi Planet is not liable for indirect, incidental, special, or consequential losses, including loss of profit, loss of business, loss of fish, water damage, property damage, or project delays. Koi Planet liability for any claim shall not exceed the amount paid by the customer for the specific product or service giving rise to the claim.

14. Customer Responsibilities

Customers are responsible for providing accurate information, ensuring suitable water conditions for fish, following care and treatment instructions, maintaining ponds and equipment, ensuring electrical and plumbing safety, obtaining required approvals for projects, providing safe site access, making payments on time, and reviewing quotations and specifications before approval.

15. Intellectual Property

All website content, text, images, logos, designs, documents, drawings, proposals, and technical materials created by Koi Planet remain the intellectual property of Koi Planet unless otherwise agreed in writing. You may not copy, reproduce, distribute, or use our content for commercial purposes without written permission.

16. Force Majeure

Koi Planet is not responsible for delays or failure to perform caused by events beyond our reasonable control, including weather, import delays, customs delays, supplier shortages, transport delays, government actions, power or water interruptions, natural disasters, disease outbreaks affecting livestock, or any other circumstances outside our control.

17. Governing Law and Jurisdiction

These Terms & Conditions are governed by the laws of the United Arab Emirates and the applicable laws of the Emirate of Dubai. Any disputes shall be subject to the jurisdiction of the competent courts of Dubai, United Arab Emirates.

18. Changes to These Terms

Koi Planet may update these Terms & Conditions from time to time. Updated terms will be posted on our website. Continued use of our website or services after updates are posted means you accept the revised Terms & Conditions.