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We genuinely love welcoming people to Source to collect their water. One of the unexpected joys of offering Pickup has been the opportunity to meet so many of you in person, have a chat, put faces to names, and share this place with you. For the overwhelming majority of our customers, Pickup works beautifully, and we would really like to continue offering it.

There is just one important thing we ask you to understand before choosing this option.

Source is also our private family home, not a retail store, and our pickup hours have been deliberately created so there are also days and times when our home can simply be our home. Protecting that time is important for our family and our own wellbeing, and allows us to keep doing the work we love.

For that reason, we are unable to make exceptions to our published pickup days, times or booking requirements.

We completely understand that sometimes you may be travelling from out of town, have run out of water, have plans change unexpectedly, or find that our available times don't quite work for you. An individual request can understandably feel like a very small exception. But with so many people now collecting from our property, we receive these requests regularly, and collectively they can quickly become overwhelming and extend Pickup into the days and times we have deliberately set aside.

So, before selecting Pickup, please make sure that our pickup process and available hours genuinely work for you, and that you are able to plan your collection around the appointments available. At busy times, our pickup appointments can book out 2–7 days in advance, so Pickup is best suited to those who are able to plan ahead and have some flexibility around when they collect.

If you need greater flexibility, need your water by a particular day, or think you may need a collection outside these arrangements, please choose one of our delivery options instead. We would genuinely much rather send your water to you than have either of us placed in the uncomfortable position of asking for, or having to decline, a special exception.

This message really is for a very small number of people. We genuinely enjoy meeting you and welcoming you here, and the overwhelming majority of people who collect from Source are incredibly respectful of our home and the way Pickup works.

These boundaries are simply what allow us to continue opening our home for collections, and we would love to keep doing that for as long as it remains sustainable for our family.

By selecting Pickup, you are agreeing to collect your order within our published pickup days and hours, with availability changing from week to week, and to follow our booking requirements without exception.

Thank you for understanding, for respecting our home, and for helping us keep Pickup a part of Source.

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—Ngā mihi nui, Shona & Ross