Terms of service

Last updated: 26/10/2026

Version: 2.1

1. About these terms

1.1 These Terms of Service (“Terms”) apply when you use krakkingkorals.com.au (the “Website”), buy from us online or in store, use the Ask chat on the Website, buy or use Ask credits, gift cards or discount codes, or join our Krakking Dollars rewards program.

1.2 Who we are. The Website and store are operated by Krakking Korals Pty Ltd (ABN 57 657 708 720) of 3/8 Withers Street, West Wallsend NSW 2286 (“Krakking Korals”, “we”, “us”, “our”). You can contact us at sales@krakkingkorals.com.au or on 0411 755 668.

1.3 These Terms work together with our Refund Policy, Shipping Policy and Privacy Policy. If there is an inconsistency, the more specific policy applies to its topic (for example, the Shipping Policy for delivery times). None of them limits your rights under section 3.

1.4 By using the Website or placing an order, you agree to these Terms. If you don’t agree, please don’t use the Website.

2. Changes to these Terms

2.1 We may update these Terms, for example to reflect new products or features, changes in law or changes in our suppliers.

2.2 If a change is material and could disadvantage you, we will give you at least 30 days’ notice by a notice on the Website and, where we have your email address (for example, account holders and rewards members), by email, before it takes effect.

2.3 Changes apply from the date they take effect. They do not apply to orders we have already accepted, or to gift cards, Ask credits or rewards points you already hold, except where a change is required by law or is to your benefit.

2.4 Minor changes that don’t disadvantage you (such as fixing typos or clarifying wording) may take effect when posted. The “Last updated” date shows when these Terms last changed.

3. Your consumer rights

3.1 Nothing in these Terms excludes, restricts or modifies any right, remedy or guarantee you have under the Australian Consumer Law (Schedule 2 to the Competition and Consumer Act 2010 (Cth)) or any other law that cannot be excluded (“Non-Excludable Rights”). If any part of these Terms would do that, it is read down so that it doesn’t.

3.2 Goods:

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

3.3 Services (including Ask credits):

Our services come with guarantees that cannot be excluded under the Australian Consumer Law. For major failures with the service, you are entitled to cancel your service contract with us, and to a refund for the unused portion, or to compensation for its reduced value. You are also entitled to choose a refund or compensation for any other reasonably foreseeable loss or damage. If a failure does not amount to a major failure, you are entitled to have problems with the service rectified in a reasonable time and, if this is not done, to cancel your contract and obtain a refund for the unused portion of the contract.

3.4 New Zealand customers may also have rights under the Consumer Guarantees Act 1993 and Fair Trading Act 1986 that can’t be excluded. Nothing in these Terms limits them.

3.5 Any guarantee, warranty or promise we give in addition to these rights (such as our dead-on-arrival process or a used-equipment warranty) is extra to your Non-Excludable Rights. It does not replace them.

4. Using the Website and your account

4.1 You can browse without an account. If you create an account, please give accurate details, keep your password secure and tell us promptly if you think someone else has used your account. You are responsible for activity on your account unless it happens because we failed to take reasonable care.

4.2 Minimum age. You must be 16 or over to create an account, place an order on the Website, buy Ask credits, join KK Rewards or use the Ask chat. If you are 16 or 17, we recommend you involve a parent or guardian before making a purchase.

5. Products, descriptions and prices

5.1 Descriptions and photos. We take care to describe and photograph products accurately. Corals and livestock are living animals, and their colour can look different on screens, under different lighting and after shipping. “WYSIWYG” listings show the actual piece for sale. Other livestock photos are representative of the species or colour morph.

5.2 Prices. Prices are in Australian dollars and include GST unless stated otherwise. Shipping is calculated at checkout. If you shop in NZD, the conversion is shown at checkout, and your bank may charge its own fees.

5.3 Pricing errors. If a product is clearly mispriced or misdescribed because of an obvious error (for example, a missing digit), we will contact you before dispatch. You can choose to continue at the correct price or cancel for a full refund of anything you have paid. We won’t change the price of an order after we have accepted it.

5.4 Availability. Livestock and many products are limited stock. If we can’t supply an item you ordered, we will tell you and refund you for it in full.

6. Orders and acceptance

6.1 Placing an order is an offer to buy. We accept it when we send you a shipping confirmation or otherwise confirm in writing that your order is accepted. An automatic “order received” email is not acceptance.

6.2 We may decline an order before acceptance for a reasonable cause, for example if a product is unavailable, there is an obvious pricing error, we suspect fraud, the delivery address is outside the area we can ship to (such as livestock to Tasmania or New Zealand), or quantity limits apply. If we decline, we will refund anything you have paid in full.

6.3 Once we have accepted your order, the price and the terms that applied when you ordered apply to that order.

7. Payment

7.1 You can pay using the methods shown at checkout. Payment is processed by Shopify and our payment providers. We don’t store your full card details.

7.2 If you use a buy-now-pay-later service (such as Afterpay or Zip), that provider’s terms also apply to your arrangement with them.

8. Specials and compare-at pricing

8.1 Weekly Specials rotate weekly, usually starting on Sundays at 2:00 pm Sydney time. Specials apply while stocks last, unless a quantity or end date is stated.

8.2 Compare-at prices. Where we show a “Regular price”, “was” price or struck-through price next to a sale price, that compare-at price is a genuine recent regular price: the price at which we offered the product for a reasonable period immediately before the Special. Where we show a manufacturer’s recommended retail price instead, we label it “RRP”.

8.3 “Up to” claims (for example, “up to 20% off”) mean that at least one product in the promotion is discounted by that amount, and the claim reflects the actual discounts available.

8.4 Errors in Specials are handled fairly under section 5.3.

8.5 Discount codes and rewards discounts can’t be used on items that are already discounted (including sale and Specials items), unless the offer says otherwise.

9. Shipping, livestock and dead-on-arrival (DOA)

9.1 Delivery areas, livestock ship days, cut-offs, fees and our DOA process are set out in our Shipping Policy and Refund Policy.

9.2 DOA process. If livestock arrives dead or in poor condition, please contact us as soon as possible after delivery with clear photos, ideally of the unopened bag, so we can assess it quickly. Our DOA process and its time frames are there to help us assess claims fairly and quickly. They do not restrict your rights under section 3. If you can’t meet a time frame, please contact us anyway.

9.3 Where we recommend a particular courier or ship day to reduce the risk of losses, we will explain this before you order. If you choose a different option, we will tell you how that affects our extra DOA process. Your Non-Excludable Rights are not affected.

10. Returns and refunds

10.1 Change-of-mind returns, faulty goods and livestock issues are covered by our Refund Policy. Any change-of-mind return we offer is extra to your Non-Excludable Rights. Where a product has a major failure, you can choose a refund or replacement, as set out in section 3.

11. Gift cards

11.1 Krakking Korals gift cards (including digital gift cards, and store credit we issue in gift card form) can be used on the Website.

11.2 Expiry. Gift cards are valid for at least 3 years from the date of purchase (or issue). The expiry date is shown on the gift card or gift card email.

11.3 We don’t charge fees after a gift card is supplied (such as activation, account-keeping or balance-enquiry fees).

11.4 Gift cards can’t be exchanged for cash except where required by law. Please treat a gift card like cash: we can only replace a lost or stolen card if we can verify it and it hasn’t been used.

11.5 Rewards points are not earned on the purchase of gift cards.

12. Krakking Dollars rewards program

12.1 The program. Our rewards program ("Krakking Dollars", also called KK Rewards) is our own program, run by us on our rewards site rewards.krakkingkorals.com.au. Membership is free and optional, and open to customers aged 16 or over in Australia and New Zealand. The full rules are in the KK Rewards Terms (rewards.krakkingkorals.com.au/terms), which form part of these Terms and apply if anything in this section 12 differs.

12.2 Earning. Members earn 1 point for every $1 spent on qualifying purchases online and in store, after discounts. Points aren't earned on shipping or gift cards. Bonus points (birthday, photo reviews, referrals, the Weekly points spin and promotions) are set out in the KK Rewards Terms.

12.3 Redeeming. Points can be redeemed for reward codes:

• 100 points = $1 off your order (no minimum spend)
• 2,000 points = 10% off livestock (corals, fish, anemones, inverts and clean-up crew)
• 3,000 points = 10% off storewide

Reward codes, tiers, tier perks and all other rules are as set out in the KK Rewards Terms (rewards.krakkingkorals.com.au/terms).

12.4 Points have no cash value, can’t be transferred or sold, and can’t be combined with other discounts unless we say so. Points may be reversed if the purchase that earned them is refunded or cancelled.

12.5 Expiry. Points don’t currently expire. If we introduce an expiry, it will only apply to future inactivity and we will give you notice under section 12.6 first.

12.6 Changes and ending the program. We may change the program (for example, earn rates or rewards) or end it. If a change is material and disadvantages members, or if we end the program, we will give at least 30 days’ notice by email and on the Website. During that time you can still redeem the points you hold. Changes won’t reduce points you have already earned, except as stated in the notice period above.

12.7 Marketing. Joining the program does not by itself sign you up to marketing emails. You can choose to subscribe separately and unsubscribe at any time.

13. Discount codes and vouchers

13.1 Discount codes (including welcome codes such as AL10 issued through the Aquarium Ledger app) are promotional, are subject to the terms shown with the code (such as expiry, one use per customer, eligible regions and exclusions), have no cash value and can’t be exchanged for cash.

13.2 We may withdraw a code for new customers at any time, but we will honour a valid code already issued to you until its stated expiry, unless it was obtained in breach of these Terms (for example, by creating multiple accounts).

14. The Ask chat on our Website (AI)

14.1 What Ask is. The “Ask” chat on our Website is an AI assistant provided by Aquarium Ledger, our aquarium tracker app, which is operated by Krakking Korals Pty Ltd. Your use of Ask is also subject to the Aquarium Ledger Terms of Use and Aquarium Ledger Privacy Policy.

14.2 General information only. Ask’s answers are AI-generated general information only. They are not professional advice, including veterinary, scientific or chemical-safety advice, and they are not tailored by a person who has inspected your system.

14.3 AI can be wrong. Answers may be incorrect, incomplete or out of date, may misread a photo or test report, and may sound confident even when they are wrong.

14.4 Before you dose or change anything, please:

• check every dose and product amount against the product label and manufacturer’s instructions. If they differ, follow the label;
• confirm your parameters with your own reliable test kits, and retest after any change;
• double-check your tank volume, units and product strength;
• make changes gradually. Avoid large or rapid swings in alkalinity, salinity, pH or temperature (for example, keep a reef tank stable within a typical range such as 24–26°C, rather than making sudden adjustments);
• take extra care with medications, copper and other treatments, which can kill corals, invertebrates and fish if misused; and
• get advice from a qualified professional, such as an aquatic veterinarian, where appropriate.

14.5 Product recommendations: our commercial interest. Ask is run alongside our store and recommends products that we sell, and can add them to your cart if you ask. We benefit when you buy them. A recommendation is not a guarantee that a product is suitable for your system. Please consider whether you need it, and check your cart before you pay.

14.6 Free allowance. Guests get 4 free Ask credits per week and logged-in Krakking Korals customers get 25 free Ask credits per week in the Website chat. Free allowances reset weekly, don’t carry over, have no cash value and may change. We will update this page if they do.

14.7 To the extent permitted by law, and subject to section 3, we are not responsible for loss that results from acting on an Ask answer without taking the steps in section 14.4.

15. Uploads: photos and ICP test results

15.1 You may be able to upload content to Ask or our calculators, such as photos of your tank or livestock and ICP test result PDFs (“Your Content”).

15.2 Your promises. You promise that you own Your Content or have permission to upload it, and that it doesn’t break any law or anyone else’s rights.

15.3 Licence. You keep ownership of Your Content. You give us (and Aquarium Ledger, where it provides the feature) a non-exclusive, royalty-free licence to store, process, copy and transmit Your Content only as needed to provide the feature you asked for. For example, this includes reading an ICP report or sending a photo to our AI provider so Ask can answer.

15.4 Privacy. How uploads are handled, including AI processing by providers outside Australia, is explained in our Privacy Policy and the Aquarium Ledger Privacy Policy.

15.5 Don’t upload sensitive information. Please upload aquarium-related content only. Don’t include photos of people, identity documents, health or financial information, or other people’s personal information.

16. Ask credits and top-up packs

16.1 What credits are. Ask uses “credits” to measure usage. Credits are deducted based on usage: most questions use 1 credit, and more advanced requests use more (for example, a photo scan uses at least 2 credits and an ICP test report reading at least 5). The chat shows your remaining balance.

16.2 Top-up packs. You can buy Ask credit top-up packs on our Website:

• A$2.95 = 30 credits
• A$5.95 = 75 credits
• A$11.95 = 180 credits

Prices include GST. Packs are sold by Krakking Korals Pty Ltd. A future price change won’t affect packs you have already bought.

16.3 Delivery and redemption. After purchase you receive a credit code by email. Codes are single use.

16.4 Expiry. Unredeemed codes are valid for 3 years from purchase; redeemed credits do not expire. Any expiry is shown at checkout and in your purchase email.

16.5 Credits have no cash value, can only be used for Ask, and can’t be sold or transferred, except as required by law.

16.6 Refunds. Paid credits come with the guarantees in section 3.3. If Ask has a major failure or credits don’t work as described, you may be entitled to a refund or other remedy. If we materially reduce what your paid credits buy, or discontinue Ask, we will give you notice and refund your unused paid credits on request. We don’t usually offer change-of-mind refunds. To ask for a refund, email sales@krakkingkorals.com.au with your order number.

16.7 We may cancel credits or codes obtained by fraud, a reversed payment or chargeback, a technical error, or in breach of these Terms.

17. Calculators, guides and other tools

17.1 Our dosing, volume, lighting and other calculators and reef guides are tools for general information. Results depend on what you enter and on general assumptions. Some calculators are in beta. Check results against product labels and your own tests before dosing, and dose gradually (see section 14.4).

18. Acceptable use

You must not:

• use the Website for anything unlawful, fraudulent or misleading;
• try to gain unauthorised access to the Website, other accounts or our systems, or interfere with the Website’s operation;
• scrape, crawl or bulk-download content, product data or Ask answers, except for normal search-engine indexing;
• try to manipulate Ask, for example through “prompt injection” or hidden instructions in text, photos or PDFs, to ignore its instructions or misuse its cart or search tools;
• create multiple accounts or use false details to get extra free allowances, codes or rewards; or
• upload malicious code, or content that is unlawful, offensive or infringes anyone’s rights.

19. Intellectual property

19.1 The Website’s content, including text, photos we take, the Krakking Korals name and logo, our calculators and guides, belongs to us or our licensors. You may view and print it for personal, non-commercial use.

19.2 Product brand names, logos and supplier images belong to their respective owners and are used with permission or to identify the products we sell. Their use doesn’t imply endorsement of us.

20. Privacy

20.1 Our Privacy Policy explains how we collect, use and disclose your personal information, including through the Ask chat and our rewards program.

21. Our liability

21.1 This section is subject to section 3.

21.2 To the extent permitted by law, we are not liable for:

• loss caused by your breach of these Terms, or by events outside our reasonable control (for example, extreme weather or courier network failures), except as required by your Non-Excludable Rights; or
• indirect or consequential loss that was not reasonably foreseeable.

21.3 We are responsible for loss caused by our negligence or breach of these Terms that was reasonably foreseeable. Nothing in these Terms limits our liability for fraud, or for death or personal injury caused by our negligence.

22. Indemnity

22.1 You agree to compensate us for reasonable loss and costs (including reasonable legal costs) arising from a third-party claim caused by your breach of these Terms or your misuse of the Website (for example, uploading content that infringes someone’s rights).

22.2 Your responsibility is reduced to the extent the loss was caused or contributed to by us. This section is subject to section 3.

23. Suspension and termination

23.1 We may suspend or close an account, or restrict access to Ask, rewards or codes, only for a reasonable cause. Reasonable causes include a breach of these Terms (we will usually warn you first and give you a chance to fix a breach that can be fixed), suspected fraud, abuse of staff, or to comply with the law.

23.2 If we close your account other than for your breach, we will honour your accepted orders and valid gift cards, and give you a reasonable opportunity to use, or a refund of, unused paid Ask credits and redeemable points.

23.3 You can close your account at any time by contacting us.

24. Governing law and complaints

24.1 These Terms are governed by the laws of New South Wales, Australia. You and we submit to the non-exclusive jurisdiction of the courts of New South Wales. If you are a consumer outside Australia, you keep the protection of mandatory laws where you live.

24.2 Complaints. Please contact us first at sales@krakkingkorals.com.au so we can try to fix the problem. We aim to respond within 10 business days. You can also contact NSW Fair Trading or your local consumer protection agency.

25. General

25.1 Severability. If any part of these Terms is invalid or unenforceable, it is read down or severed, and the rest continues to apply.

25.2 No waiver. If we don’t enforce a right straight away, we don’t give it up.

25.3 Assignment. We may transfer our rights and obligations to a business that takes over the Website or store, as long as your rights are not reduced. We will tell you if this happens.

25.4 Entire agreement. These Terms, the policies in section 1.3 and any terms shown at checkout are the whole agreement between you and us about their subject matter.

26. Contact us

Krakking Korals Pty Ltd
ABN 57 657 708 720
3/8 Withers Street, West Wallsend NSW 2286
Email: sales@krakkingkorals.com.au
Phone: 0411 755 668