Cancellation service #1 in Canada
Dear Sir or Madam,
I hereby notify you of my decision to terminate the contract relating to the Primo Water service.
This notification constitutes a firm, clear and unequivocal intention to cancel the contract, effective at the earliest possible date or in accordance with the applicable contractual period.
Please take all necessary measures to:
– cease all billing from the effective date of cancellation;
– confirm in writing the proper processing of this request;
– and, if applicable, send me the final statement or balance confirmation.
This cancellation is addressed to you by certified e-mail. The sending, timestamping and content integrity are established, making it a probative document meeting electronic proof requirements. You therefore have all the necessary elements to proceed with regular processing of this cancellation, in accordance with applicable principles regarding written notification and contractual freedom.
In accordance with personal data protection rules, I also request:
– deletion of all my data not necessary for your legal or accounting obligations;
– closure of any associated personal account;
– and confirmation of actual data deletion according to applicable privacy rights.
I retain a complete copy of this notification as well as proof of sending.
Cancellation Primo Water: Easy Method
What is Primo Water
Overview
Primo Water (operating in Canada under Canadian Springs / Aquaterra Corporation) is a national water-delivery and bottled-water retailer and service provider that supplies water dispensers, bottled water, and related products on subscription or one-time purchase terms. Services are provided under a service agreement that covers deliveries, equipment, billing and returns.
The company supports cancellations and returns via customer service channels; provincial consumer-protection rules and a short statutory rescission period may also apply to Canadian residential customers.
How to cancel Primo Water
- Prepare a signed and dated Notice of Cancellation (include your account number, name, address and reason if you wish).
- Send the notice by one of these methods: mail a signed and dated notice to Primo Customer Care in Mississauga (see Address section below); email the notice to customerservice@primowater.com; submit via the company website at Aquaterra / Primo website; or call customer service at 1-877-442-7873 to request cancellation.
- Keep a copy of your signed notice and proof of sending (tracking, delivery confirmation or sent-email copy). Cancellation normally takes effect at the end of the next full billing period; you are responsible for charges through that period. Return any company equipment within 30 days to avoid additional charges.
What happens when you cancel
When Primo processes a cancellation, your service will generally continue until the end of the next full billing cycle; you remain responsible for charges through that date. Deliveries should stop after that date and recurring billing should end, but customers report delays in some cases - keep proof of your cancellation request.
Any company-owned equipment (coolers, dispensers, bottles) must be returned within the stated timeframe (typically 30 days). If equipment is not returned or is returned damaged, the company may charge fees or withhold refundable amounts. Primo may retain certain account and transaction data as required for billing, warranty or legal purposes; request confirmation of account closure when you cancel.
Will I get a refund?
Refunds depend on context. Purchases from the Primo Store can be returned within 30 days of shipment; the purchaser typically pays return shipping and a 15% restocking fee is applied, with refunds issued to the original payment method within about 10 business days after the returned item is received. If you timely rescind a service agreement within the first three business days of acceptance, any payments you’ve made will generally be refunded within 10 business days, less the value of any opened or used goods.
If you cancel after the rescission period, you should expect to pay through the end of the billing period and there is no automatic pro-rated refund for the remainder of that period under standard terms. Returning equipment promptly may affect final billing; keep shipping receipts and get written confirmation from customer service to reduce disputes.
Primo Water plans and pricing
| Plan | Price (C$) | Period | Features |
|---|---|---|---|
| Premium Monthly Plan | C$4.99 | Monthly | No ads, full feature access |
| Premium Half-Year Plan | C$14.99 | 6 months | No ads, full feature access |
| Premium Annual Plan | C$24.99 | Annual | No ads, full feature access |
| No Ads Pack | C$39.99 | One-time | Removes ads |
| One Month VIP | C$4.99 | Monthly | VIP access, no ads |
| Three Months VIP | C$12.99 | 3 months | VIP access, no ads |
| Six Months VIP | C$24.99 | 6 months | VIP access, no ads |
| 1 Year VIP | C$49.99 | Annual | VIP access, no ads |
Your consumer rights in Canada
Canadian residential consumers have statutory rights that may supplement or override contractual terms - particularly for direct agreements (e.g., door-to-door sales) and for online agreements in some provinces. Primo’s Canadian terms acknowledge that these statutory cancellation or rescission rights may apply. Provincial consumer-protection laws may also require clear information on cancellation methods and fair refund handling; if you believe your rights were not respected, you can contact your provincial consumer protection office or the Better Business Bureau for guidance.
Customer experiences
Many customers praise courteous and reliable delivery staff and find ordering through the website or app straightforward. Positive reviews often highlight professionalism of delivery teams and ease of ordering.
Negative reports frequently describe difficulties cancelling service (long waits, unacknowledged requests), continued billing after cancellation, failures to collect equipment, delivery scheduling problems and slow or unhelpful customer service. These experiences suggest documenting every cancellation step and keeping proof of communication.
Documentation checklist
- Signed and dated Notice of Cancellation (with account number, name, address)
- Copy of service agreement or order confirmation
- Photos or serial numbers of any company equipment and the condition on return
- Proof of mailing or delivery confirmation (tracking number) when returning equipment or sending cancellation by post
- Email copies, chat transcripts, call reference numbers and timestamps of communication with customer service
- Bank/credit card statements showing charges and any refunds
Common mistakes
Common errors include: sending an unsigned or undated cancellation, not using a traceable delivery method for mailed notices, failing to return equipment within the required timeframe, and not keeping copies of cancellation confirmations. Another frequent mistake is assuming cancellation is immediate - Primo’s terms typically make cancellation effective at the end of the next billing period, so customers who expect an immediate stop to billing can be surprised. Finally, relying only on verbal confirmation without written follow-up increases the risk of billing disputes.
Comparative recap
| Method | Refund | Difficulty |
|---|---|---|
| Web (Direct Agreement via Canadian Springs - Primo Water Canada) | No automatic pro-rated refund; you pay through the next full billing period. Store returns: 30 days with 15% restocking fee; rescission within 3 business days may entitle you to a refund less used goods. | Medium to High - public reports of delays and difficulty obtaining confirmation |
| Web (Standard Service Agreement) | Rescind within 3 business days for refund; after that, same end-of-billing-period rule applies, no guaranteed prorated refunds. | Medium - formal methods exist but customers report inconsistent responsiveness |
| App Store / Google Play (if used) | Refunds would be handled by Apple or Google per their policies; no evidence Primo uses these channels in Canada for subscriptions. | Low (if subscription was actually purchased through Apple/Google - cancellation is handled in your store account) |
After cancelling
After you cancel, request and save written confirmation of account closure and any final charges. Track and keep the shipment/return receipt for any equipment you send back. If a billed amount is charged after confirmed cancellation, contact customer service immediately, reference your cancellation proof, and ask for escalation. If the issue is not resolved, consider filing a dispute with your card issuer and contacting your provincial consumer protection office or the Better Business Bureau.
Helpful links: Primo/Canadian Springs terms and conditions: canadiansprings.com terms; Primo/Aquaterra support and service agreement: water.com service agreement; Primo/Aquaterra website: aquaterracorp.ca. If your subscription was through Apple or Google, see Apple: manage subscriptions on Apple and Google: manage subscriptions on Google Play.
Address
Send signed and dated Notices of Cancellation by registered or trackable mail if possible to:
Aquaterra Corporation dba Primo Water North America
Attention: Privacy Officer
1200 Britannia Road East
Mississauga, Ontario L4W 2T5