Terms & Conditions
Billing
Your card on file will be charged on the 3rd of each month. We bill for the current month we are servicing, at a flat monthly rate. We do not charge extra for months that have five weeks, as most companies do. We are required to charge sales tax.
Payment Due Dates
Just as you expect your pool to be serviced each week in a timely manner, we require timely payment. Payments are due by the 3rd day of the current month for which service is performed, and are considered late if not received within 5 days of the due date.
- Billing date: January 3rd for January service
- Payment due date: January 3rd
- Late fee assessed as of: January 8th
- A late fee of $15.00 applies if complete payment is not received 5 days after the due date.
- All autopayment accounts are charged on the 3rd of every month.
- A returned check fee of $35.00 applies to all returned checks.
Water Levels
It is the customer’s responsibility to maintain a proper water level in the pool at all times. Low water levels can result in equipment failure and costly repairs.
Where it is necessary to drain or discharge water from the pool for cleaning, chemical treatments, or equipment repair, the customer is responsible for ensuring compliance with local water discharge regulations. High Tide Pools will assist in draining the pool but will not be held liable for any violations of local laws or regulations concerning water disposal.
Replacement Parts
We replace small parts under $50 as needed to keep your pool operating properly. These may include skimmer baskets, o-rings, skimmer lids, or pool cleaner parts such as bags, wheels, or belts. The old item is left on your deck or table upon replacement, and you are invoiced on your next monthly invoice.
Any repairs or items over $50 will not be carried out without your prior approval. Broken parts and replacements are documented on the client’s Skimmer profile.
Filter Cleaning
A filter should be completely disassembled and cleaned at least four times a year, or twice a year for DE filters. We notify you of this upcoming service on your monthly invoice before it is performed. If you do not want this service performed, you must call us immediately to let us know. There is an additional fee per cleaning, not including any replacement parts needed.
Upon disassembly and inspection, we replace any small parts under $50 that show signs of failure or excessive wear. If several grids need replacing, or any larger problems need attention, we contact you for approval.
Under certain circumstances, such as excess debris, large bather loads, or landscape blow-ins, this service may be needed more than four times a year. This maintains proper flow through your equipment and prevents premature wear.
Chemical Levels
To properly maintain safe and clear swimming conditions, pool chemical levels must meet certain criteria.
Cyanuric acid (CYA) is a common water balance issue in many pools. When CYA approaches or exceeds 100 ppm, High Tide Pools will inform you. CYA can only be reduced through water dilution or draining the pool. Levels over 100 ppm put the pool into “chlorine lock,” which prevents chlorine from oxidizing harmful viruses and diseases that can live in the water, such as E. coli, staphylococcus, and giardia.
Specialty chemicals are not included in the monthly service amount and incur additional fees when applicable. These include stain and scale treatments, oil enzymes, conditioners, phosphate removers, algaecide, phosphate charge, and excessive amounts of chlorine, acid, or salt.
Referrals
Referrals are a huge part of what has made our company successful. If you refer someone to us, please let us know. We will give you a $50 credit on your bill for any new customer we perform service or repair work for. The credit is applied after the new client’s first month of service.
Pool Access
Homeowners are responsible for access to the backyard, and must provide us with the combination for any lock on the gate. If we cannot gain access to your backyard, that service week will be skipped without credit.
The customer is responsible for maintaining the cleanliness of the pool area, including removing debris, leaves, or other obstructions that could hinder our technicians’ access to the pool or equipment. High Tide Pools is not responsible for delays caused by inaccessible pool areas or obstructions.
Dogs
If a dangerous dog is present in the backyard at the time of service, the homeowner is required to place the dog somewhere safe until service is complete. If a dangerous dog cannot be restrained at the time of service, that service week will be skipped without credit.
Holidays
For holidays that fall on a weekday, such as Memorial Day, July 4th, or Labor Day, your service day may differ from your usual day, but your pool will still be serviced that week.
Service Hiatus
Most pool service companies charge on a weekly basis across 52 weeks a year. We instead charge a flat monthly rate covering 48 weeks. There are two weeks each year when your pool will not be serviced and the monthly rate will not be adjusted:
- The entire week between Christmas and New Year’s Day
- The entire week of Thanksgiving
We thank our customers for understanding that our employees need time off in order to continue providing excellent service. In the service industry it is never easy to take a break, and we do our best to work with clients if problems arise as a result.
Bad Weather
Every reasonable effort is made to maintain your pool on the same day each week. However, severe weather such as freezing rain or thunder and lightning may prevent us from providing the same level of service, or any service at all.
For example, no service is performed on days with freezing rain, icy roads, or snowy conditions. There is no compensation, refund, or rescheduling of service due to any act of nature that prevents us from servicing your pool on your regularly scheduled day.
Limitation of Liability
High Tide Pools is not responsible for any indirect, incidental, or consequential damages arising from the performance or failure to perform services. This includes, but is not limited to, damage caused by pool equipment malfunction, chemical imbalances, or weather-related events. Our liability is limited to the amount paid for services provided in the month during which the issue occurred.
Right to Refuse Service
High Tide Pools reserves the right to refuse service to any customer if the pool is deemed unsafe to access or service. This includes hazardous conditions such as unstable pool structures, dangerous animals, or unsanitary pool conditions. In such cases, a service fee may be charged.