Fish Mortality & Living Organisms Policy

Fish, plants, shrimp, and other living creatures in your aquarium depend on a complex balance of factors. We take their welfare seriously and want to be transparent with you about what we can and cannot guarantee.

What we commit to

We commit to sound, professional husbandry practices on every visit:

• Maintaining water parameters within the safe range for your species
• Performing partial water changes that minimise shock
• Cleaning and servicing equipment to keep filtration and oxygenation reliable
• Observing your fish for signs of stress or illness and informing you
• Acclimatising any new livestock we introduce per industry-standard procedures
• Using treatments and medications appropriately when needed

What we cannot guarantee

The health and survival of any individual fish, plant, or organism depends on many factors outside our direct control, including:

• Pre-existing health conditions or stress in fish you already owned
• Quality and consistency of your home water supply
• Environmental factors — power outages, temperature swings, ambient pollution
• Customer feeding practices between our visits (overfeeding is a leading cause of fish illness)
• Equipment that is switched off, unplugged, or operated incorrectly
• Introduction of new fish, decor, or plants by you or third parties between our visits
• Pets, children, or other household factors that may stress or harm livestock
• Natural causes — fish, like all living creatures, have finite lifespans

For these reasons, we cannot guarantee the survival of any specific organism, including those we supply or introduce.

If a fish dies

We understand that losing a fish is upsetting, especially after a recent service. If you experience a loss within 7 days of any visit:

• Photograph the fish and (if possible) the water at the time of loss.
• Note any observations (behaviour change, equipment issues, recent additions).
• Contact us within 48 hours via WhatsApp or email.

We will review the case in good faith and, where evidence indicates a husbandry error on our part, offer a fair resolution — typically a free follow-up visit, parameter testing, and where appropriate, replacement of livestock we directly supplied.

Replacement of supplied livestock

For fish we supply and introduce as part of an installation or stocking visit:

• If a fish dies within 48 hours of introduction due to acclimatisation stress (despite our standard procedures), we will replace it at no cost on your next service visit.
• Beyond 48 hours, replacements are at our discretion based on the circumstances.
• Customer-introduced livestock (fish you sourced and added yourself) is not eligible for replacement.

Disease outbreaks

If a disease outbreak occurs in your tank, we will treat it professionally as a separate paid service. We do not warrant a successful outcome — disease treatment in aquariums is inherently uncertain — but we will use the best clinical practice available and keep you informed throughout.

Ethical sourcing

Where we supply livestock, we source from established, ethical wholesalers who meet basic welfare standards. We do not knowingly stock or sell wild-caught species at risk, and we follow Indian wildlife protection regulations.

If a fish loss has occurred, please reach out at hello@aquozy.com — we genuinely want to understand what happened and help.