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 [email protected]; 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

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

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