Swimming Pool Service Policy:

Established 2002

By using Tropical Pool Services all clients agree to following terms and policies.

Purpose

This Swimming Pool Service Policy outlines the terms, conditions, responsibilities, and expectations for ongoing swimming pool remodel, maintenance, repair, and related services. The purpose of this policy is to ensure clear communication, reliable service, and 100% customer satisfaction.

Scope of Service

Regular pool service may include, but is not limited to:

  • Skimming surface debris

  • Emptying skimmer and pump baskets as needed

  • Vacuuming pool/spa as needed

  • Brushing pool walls, steps, as needed

  • Water chemistry testing and maintaining balance:

    • Chlorine/Sanitizer

    • pH

    • Alkalinity  

    • Extra Chemicals may and will be billed separately

    • Other water chemistry inspections upon client requests

  • Equipment inspection, as needed:

    • Pumps

    • Filters

    • Heaters

    • Automation systems

    • Chlorinators/salt systems

    • Timers and valves

  • Backwashing or filter cleaning as needed (additional charges apply depending on service agreement)

Service Schedule

  • Service is generally performed on a scheduled route day.

  • Service days are assigned by route efficiency and cannot be guaranteed by specific time requests.

  • Service may occur anytime during normal business hours.

  • Monthly Services are based on 4 weeks. 4 months a year contain 5 weeks. These extra 4 weeks are considered flex weeks for vacation, holiday, sick days or possible rainy days, or any other excused absence

Holiday Schedule

If a scheduled service day falls on or near a holiday, service may be moved to another day within the same week.

Recognized holidays where Tropical Pool Service is closed include:

  • Christmas to New Year’s Day Week. Tropical Pools is Closed for the Holiday’s, at our discretion. Unless specific arrangements are made

  • Memorial Day

  • Independence Day

  • Labor Day

  • Thanksgiving Weekend

Weather Policy (Rainy Days etc.)

Service may be modified due to:

  • Rain

  • Lightning

  • Flooding

  • Unsafe road or environmental conditions

  • Local weather advisories

If service cannot be safely completed:

  • Chemical testing and adjustments may still be added when possible

  • Full cleaning may be postponed until the next scheduled visit

  • If pool cover has water on the surface, the excess water will need to pumped off or removed before the cover can be opened for service

Missed visits due to rainy or unsafe weather conditions or cover related issues are not considered service cancellations or grounds for refund.

Sick Day /Vacation/ Emergency Service Delays

The Service Provider may occasionally need to adjust service schedules due to:

  • Employee illness

  • Family emergencies

  • Vehicle breakdowns

  • Route disruptions

  • Vacations Days

  • Other unforeseen operational issues

The Service Provider is not liable for minor service delays caused by unforeseen events.

Customer Responsibilities

To ensure proper pool operation, the Client agrees to maintain the following:

Water Level

The Client is solely responsible for maintaining proper pool water level.

Tropical Pools may help with pool water during a visit but is NOT responsible for any damages or monetary compensation if there is a problem of any kind including forgetting to turn the water off. We will help with water filling but client releases Tropical Pool Services of any and all liabilities.

Water should remain:

  • Mid-skimmer level

  • Sufficient for pump operation

Low water levels can cause:

  • Pump damage

  • Loss of prime

  • Air leaks

  • Equipment failure

  • Poor water conditions

Service Provider is not responsible for damage caused by improper water levels.

Utilities

Client must maintain and supply all utilities:

  • Water service

  • Electrical power: Proper pump run times and filtration turnover

  • Gas service (if heater applicable)

  • Internet/Wi-Fi connectivity for automation systems (if applicable)

Access

Client must provide safe and unobstructed access to:

  • Pool/Spa area

  • Gates, property access areas including parking

  • Equipment pads

  • Electrical panels

If service cannot be completed due to access issues, the visit may be billed as completed.

Examples:

  • Locked or broken entry gates, changed entry gate codes or blocked driveway

  • Aggressive animals

  • Construction blocking access

  • Vehicles blocking area

Filter Cleaning & Equipment Troubleshooting

Routine service does not include repair services (unless specified)

Additional billable services may include:

  • Filter cleaning: at least once per year depending on pool. 2x (every 6 months spring/fall) for commercial pools.

  • Cartridge replacement

  • DE recharge

  • Salt cell cleaning

  • Heater Troubleshoot & Repair service

  • Pump/Filter repairs

  • Leak detection

  • Automation troubleshooting

  • Service Calls and Troubleshooting are billed at one hour minimum. After hours 1.5 or 2 hour min. depending on emergency.

Repairs & Equipment Liability

The Service Provider is not liable for failures caused by:

  • Aged equipment

  • Improper installation by others

  • Manufacturer defects

  • Utility outages

  • Freeze damage

  • Low water operation

  • Plumbing leaks

  • Structural pool issues

  • Client Neglect

Payment Terms

Payment is due Net 30 days, upon receipt or if immediate request is made.

Accepted payment methods:

  • Check

  • Auto-pay (recommended)

Service Provider reserves the right to adjust service rates as needed due economic conditions.

Late Payments

Accounts unpaid or deemed overdue after 30 days may incur:

  • Late fee: $25 OR 10% of outstanding balance whichever is higher. This amount is at the discretion of Tropical Pool Service.

Accounts unpaid after 30 days may result in late fees and:

  • Service suspension

  • Collection activity; including liens, aggressive collection agencies and equipment repossession.

Client agrees to be responsible for all unpaid balances, late fees, and collection costs.

Returned Payments

Returned checks or failed payments may incur:

  • Returned payment fee: $35

Repeated failed payments may require mandatory pre-auto-pay enrollment or larger penalty fee.

Property Damage / Pre-Existing Conditions

Service Provider is NOT responsible and is released of ANY liability for:

  • Plaster or Surface Staining, modeling, delamination, calcium deposits, rust bleed or ANY other issues with pool or spa surface interior finish or tile line.

  • Loose Tile/Coping/Deck Joints

  • Fragile plumbing

  • Old valves

  • Aging equipment: All Pool Equipment has a rated lifespan of 10 years.

  • Pre-existing cracks or leaks

  • Gates not properly working

  • Any Electrical Issues, including pool/spa lights

Pets & Safety

Client responsible for securing pets during service visits.

Service personnel may refuse entry if unsafe conditions exist, including:

  • Aggressive dogs

  • Hazardous deck or yard conditions

  • Unsecured gates

  • Electrical or environmental hazards

Communication

Preferred communication methods:

  • Phone

  • Email

  • Text

  • Emergency issues should be reported.

  • All Clients Verbal Agreements Are Binding. Including property managers, agents or family members who represent the client.

Water clarity and chemistry can be affected by MANY variables outside the Service Provider’s control, including:

  • Weather

  • Swimmer load

  • Equipment failure

  • Fill water quality

  • Landscaping debris

  • Wildlife contamination

  • Client neglect between visits

  • Natural water chemistry changes

Therefore, no unconditional guarantee is made regarding:

-Perfect water clarity at all times

  • Algae prevention under all conditions

THANK YOU for using our services, we appreciate your business!