Terms and Conditions — Residential Routine Maintenance

Acknowledgement

By signing up for routine maintenance service, you, the customer, acknowledge that you are agreeing to a regularly scheduled cleaning service for your pool. You represent and agree that you are legally responsible for the real property at the address on which the pool is located. You authorize us to proceed with the recurring service, and you agree that you are legally responsible for payment. You acknowledge and agree that any verbal representation contrary to these terms and conditions and the terms of your routine maintenance service is non-binding and of no legal effect. These terms and conditions set forth the parameters of the service, including your responsibilities as the customer. Please read them carefully and in their entirety. References in these terms and conditions to your “pool” include any vessel associated with your pool, such as any spa, basin, or water feature.

Your Service

• Service Level: You understand and agree that you are signing up for the specified level of pool maintenance service that you selected and acknowledge that such level of pool service may not include certain desirable or advisable treatments or cleanings. Certain service offerings may require additional care from you to achieve optimal results for your pool. If you are unsure what additional steps are advisable, please contact us for more information or discuss with your pool maintenance specialist.
• Accessibility: You are responsible for ensuring your pool maintenance specialist can access your pool on your day of service. Please secure pets, leave any neighborhood and pool gates unlocked (unless we have the combination or access code), and remove pool or equipment covers on your day of service. Your pool maintenance specialist will not remove a pool or equipment cover to perform service. If your pool is inaccessible (e.g., due to a locked gate, cover, local construction, or loose animals), your pool maintenance specialist is not permitted to wait. Instead, your pool maintenance specialist must mark the account as unserviceable and proceed to the next appointment, and you will not receive a refund. We are not obligated to make a return visit, and any return visit we make may incur an additional fee.
• Rescheduling or Additional Service: Please notify the office ahead of your scheduled service day if you have an event that requires rescheduling your service or for any additional service requests so that we can make arrangements to accommodate you if possible. Please note that pool maintenance specialists’ scheduled days are often full, and we may be unable to accommodate special requests.
• Service Issues: If you have any questions about or issues with our service, or you believe that we did not meet our responsibilities, please contact our office immediately (within 24 hours of your pool service). If we are not notified in a timely manner, we are unable to determine the cause of any issue and cannot assume responsibility. We are not responsible for a green pool caused by rain, excessive debris, nonfunctioning equipment, poorly maintained equipment, pool water loss, or extremely high chlorine demands due to usage or environment. You acknowledge that many factors can contribute to cloudy pool water, algae, or other issues arising in between services, including number of swimmers, age and condition of equipment, landscaping and proximity of foliage, and weather events, including high winds, storms, hurricanes, and rain, and it may take multiple visits following adverse weather events or other issues to bring your pool back to normal operating conditions, which may incur additional charges.
• Service Exceptions for Holidays and Weather: We are closed on certain national holidays and may adjust service during holiday weeks. We may be closed for some or all of the weeks of Thanksgiving Day and Christmas Day and will adjust your service accordingly. Any scheduled closures are already factored into your monthly rate, and you acknowledge and agree that you will not receive a discount or credit during such months. Please contact us for specific information regarding service exceptions. On windy days, we may be unable to perform the vacuuming portion of your service (if applicable) due to visibility concerns, and on rainy or stormy days, we may be unable to perform the leaf, brushing, or vacuuming portion of your service (as applicable) due to visibility and safety concerns. At times, we must limit or suspend service – or in extreme situations close our office – for severe weather that makes servicing your pool dangerous or inadvisable, and we do not issue refunds for limited or suspended service due to circumstances out of our control.
• Cancellation: Pool cleaning services are continuous. Please contact the office in writing to properly discontinue service. We cannot offer refunds for service canceled in the middle of a monthly billing cycle.

Your Pool and Equipment

• Water Level: Unless you have specifically arranged to have your pool filled by us, you are responsible for maintaining the proper water level in your swimming pool. For your pool maintenance specialist to perform maintenance services effectively and for the pool equipment to operate properly, the water level must be at the middle of skimmer intake box or the middle of the tile line. If your water level is low and you have not separately arranged for us to refill your pool, as a courtesy and to protect your equipment, your pool maintenance specialist may opt to, but is not required to, shut off your pool’s valves, equipment, or breakers to prevent further damage. If your pool is losing water due to a leak that is not visible, we cannot ensure the quality or safety of the water and may need to discontinue service until such leak is repaired. Further, additional charges may apply if leaks result in excessive chemical use. We are not responsible for damage caused by low water levels or for damage caused by the actions or inactions of your pool maintenance specialist relating to your pool with low water levels.

If we agree to maintain your water level or otherwise fill your pool, you acknowledge that there are inherent risks associated with such services, including water overflow, water overuse, hose timer failure, slip-and-fall accidents, adverse impacts on water quality, and structural damage due to ground instability. You agree to assume such risks, and we are not responsible for any associated losses. At our discretion, we may require that you sign a waiver prior to providing filling services. Further, filling services may not be available in certain areas or under certain circumstances.

• Chemicals: You agree that you will NOT add your own chemicals to your pool. Certain chemicals can react with other chemicals and cause bodily harm or pool damage. We are not responsible for damage or issues caused by chemicals you add to your own pool. Please call us if you have any questions about or issues with your pool between services.
• Equipment Maintenance: Your pool must have adequately functioning pool equipment, which includes pumps, filters, and pool sweeps. You must run your pool’s filtration pumps for a long enough period to filter the entire volume of your pool through the filtration system at least once per day. If your pool is equipped with a suction, pressure‑side, or in-floor cleaner, it must be programmed to run every day or as designed. We are not responsible for the replacement costs of any equipment due to age, weathering, or neglect. Further, additional charges may apply if older equipment results in excessive chemical use or causes pool water maintenance issues. In some cases, we may provide pool equipment or parts for your use. We are not responsible for the subsequent malfunctioning of pool equipment after we leave your property.

Billing

If you have provided your credit card or bank account (ACH) payment information to us, either through the Service Titan customer portal or by phone to a customer service representative, you have agree to enroll in our autopay service and you typically will be charged within five days of your invoice date. If you have not signed up for automatic payments and we do not receive your payment within 15 days of your invoice date, we may assess a late payment fee of up to 5% of the total overdue amount. For payments by check, we assess a $20 fee for returned checks. See below under “Repairs – Notification, Poolside Parts and Minor Repairs” for information regarding preauthorization of minor repair charges.

Repairs

• Notification, Poolside Parts, and Minor Repairs: Often, repairs are necessary for regular maintenance to be effective. By providing your credit card or bank account (ACH) payment information, you preauthorize up to $100 in minor repair charges using the payment method on file. If we see a need for more significant repairs or poolside parts that exceed $100, we will call or email you for your approval. If you wish to revoke preauthorization for poolside parts and minor repairs, please contact our office.
• Repair Service Calls: Our repair technicians perform equipment repairs outside of normal equipment maintenance. We ask that you permit our repair technicians to perform repairs to ensure your safety and the safety of pool maintenance specialists, as well as compliance with regulations. Work performed by third parties that does not adhere to strict safety guidelines presents a potential safety hazard. If a repair is performed by another party and we determine that the repair does not meet our standards and raises safety concerns, we reserve the right to cease service immediately without a refund. We require a payment method on file or payment in advance prior to performing repairs.

General

These terms and conditions are governed by the laws of the state in which your pool is located. You agree that all claims, disputes, and other matters in question arising out of or relating to your routine maintenance service and any repairs we conduct for you will be decided by mediation or non-binding arbitration and in accordance with the industry rules then in effect unless mutually agree otherwise. In the event you default on payment, you agree to pay all collection costs and interest from the date of default. If any provision of this agreement is deemed invalid, the other provisions of these terms and conditions will remain in full force and effect.