1. Your Account
Your Capsule Whales account allows you to manage your orders, access support, and view
documentation related to your capsule.
What your account provides:
• Access to order details and payment history
• Access to manuals, installation documents, and warranty information
• Ability to submit support requests
• Ability to update your contact details
• Secure communication with Capsule Whales Support
Account creation:
• Your account may be automatically created after you place an order.
• Login details will be sent to the email address used during your purchase.
Account security:
• Keep your login credentials confidential.
• Notify Capsule Whales if you suspect any unauthorised access.
2. Updating Information
You are responsible for ensuring that your personal and project information is accurate and
up to date.
Information you may update:
• Contact details
• Delivery address
• Project site details
• Preferred communication method
Important:
For all production-related projects, changes to your delivery address or installation site must
be submitted in writing and approved before shipment.
Changes requested after shipping may result in additional logistic costs.Important:
For all production-related projects, changes to your delivery address or installation site must
be submitted in writing and approved before shipment.
Changes requested after shipping may result in additional logistic costs.
If you need to update a legally important detail (such as the installation address), please
contact Capsule Whales Support directly so records can be updated correctly.
3. Terms & Conditions
All orders placed with Capsule Whales are governed by our official Terms & Conditions.
Key areas covered include:
• Deposit requirements and payment schedule
• Production timelines and factory responsibilities
• Shipping, logistics, import duties, and insurance
• Customer responsibilities for foundations, planning permission, and site access
• No cancellation and no returns policy
• Warranty and defect reporting rules
• Limitations and exclusions
• Governing law and dispute resolution
Customers must read and accept the Terms & Conditions before placing an order.
The Terms & Conditions supersede all other verbal or informal assurances.
Your account provides access to the latest version of the Terms & Conditions for reference.
4. Privacy Policy
Capsule Whales is committed to protecting your personal information.
Our Privacy Policy outlines:
• What data we collect (contact information, project details, communication history)
• Why we collect it (order processing, support, legal compliance)
• How data is stored and protected
• How long data is retained
• Your rights under GDPR (access, correction, deletion, restriction)
We do not sell, trade, or share personal information with third parties except when required
for:We do not sell, trade, or share personal information with third parties except when required
for:
• Production and logistics partners involved in your project
• Legal compliance or regulatory obligations
• Technical support required to fulfil your order
You may request a copy of your stored data or request deletion (unless retention is legally
required).
5. Cookie Policy
Our website uses cookies to ensure proper functionality and improve user experience.
The Cookie Policy covers:
• Essential cookies that allow the website to function
• Analytics cookies that help us understand website usage
• Preference cookies that store settings such as language or region
You may disable non-essential cookies through your browser settings at any time.
Important:
features.
Disabling essential cookies may affect your ability to log into your account or access some
6. Complaints Procedure
Capsule Whales aims to handle all complaints professionally and efficiently.
How to submit a complaint:
1 Submit your concern in writing through your Capsule Whales account or support
email.
2 Provide relevant details such as order number, date, and a clear description of the
issue.
3 Include photos or documents if the complaint relates to a physical product.
What happens next:
• Your complaint will be acknowledged within a reasonable timeframe.
• A member of the support team will investigate the issue.
• You may be contacted for additional information.• You may be contacted for additional information.
• A formal response or resolution plan will be provided.
If you are not satisfied with the outcome:
• You may request the case to be escalated to a senior manager.
• For legal disputes, Clause 8 of your Terms & Conditions requires mediation before
court proceedings.
Capsule Whales is committed to resolving issues in a fair, transparent, and efficient manner.
