Ver: 2023.1102
DB Spa Repair (hereafter referred to as 'we', 'us', or 'our') will enter into this service agreement with the Customer (hereafter referred to as 'you', 'your', or 'yourself'). In this agreement, any references to a 'hot tub' shall be synonymous with 'spa'.
Under this service agreement, our commitment is to maintain the spa by ensuring the water remains sanitized, with pH and alkalinity levels properly balanced. Part of our service includes the removal of any debris from the water. Additionally, we will perform routine cleaning of the spa filters and top up the water level if it is found to be lower than the recommended threshold
Type of Service: DB Spa Repair offers two distinct service frequencies to cater to your spa maintenance needs: "Weekly" and "Bi-Weekly" service plans. The following terms apply to each:
Weekly Service:
This plan entails a weekly visit from our team for a total of four (4) weeks within a month, excluding any months that contain a fifth week or weekend. The Weekly Service is highly recommended for customers who use their spa more than three times a week, ensuring that pH, Alkalinity, and Sanitizer levels are consistently maintained for a safe and clean spa experience.
Bi-Weekly Service:
Under this plan, our team will provide service every other week, amounting to two (2) visits per month. Similar to the Weekly Service, months with a fifth week or weekend will not receive an additional visit. Customers who choose the Bi-Weekly Service should be prepared to add sanitizer and non-chlorine shock during the weeks without service, especially if spa usage increases. This service level is suitable for those who use their spa less frequently, approximately once or twice a week. Please note that DB Spa Repair assumes no responsibility for any changes in water conditions due to low sanitizer, pH, or Alkalinity levels during non-service weeks. For those not confident in managing the spa's chemical balance independently, we recommend considering our Weekly Service for uninterrupted maintenance and optimal spa condition.
Days and Timing of Service: We schedule our visits on one of the following days: Monday, Tuesday, or Fridays. Our service hours are broad to accommodate varying schedules, with our team available to arrive anytime between 7:00 AM and 6:00 PM.
We understand that special events may alter your preferred service schedule. Should you have an upcoming event, please inform us immediately so we can adjust our schedule accordingly. While we serve numerous clients each day and cannot guarantee an exact time of arrival, we prioritize efficient and punctual service.
To ensure seamless service, we request access to the spa upon our arrival. Should you prefer a prior notification or an estimated time of arrival, please let us know, and we will accommodate your request to the best of our ability.
Chemicals Utilized in Spa Maintenance: We use industry-standard chemicals to ensure the pH and Alkalinity levels remain balanced and the water is properly sanitized using chlorine or bromide.
Please note, we do not employ Nature 2/mineral sanitizers in our service. If your spa is transitioning from a different sanitizing system to our chlorine or bromide based system, it will necessitate a complete draining and refilling of the spa to accommodate the new regimen. This process is crucial for the efficacy of our service. For your convenience, you may choose to drain and refill the spa yourself prior to our visit, or we can provide this service for an additional charge. The dosage of chemicals used is unlimited—there are no additional fees based on the quantity of chemicals required to achieve the optimal spa environment.
Drain and Refill: For optimal spa health and performance, we recommend a complete water drain and refill every six (6) months.
Pricing for Drain and Refill Services on any plan: A Standard drain and refill service without an ongoing service plan, the drain and refill service is available at a flat rate of $400. Please note, if the refill process extends beyond two hours, additional charges may be incurred for any service plan.
Should you prefer to handle the drain and refill independently, you may do so prior to our scheduled maintenance visit. We will, however, reach out to remind you when it is time for this service to be conducted and will seek your authorization, as well as schedule a convenient time to perform the drain and refill, should you choose our services. If you elect not to utilize our drain and refill services, or if the spa is not drained and refilled by you, we cannot be held responsible for the ensuing water quality. While we will continue to balance the water chemistry, the overall water quality may deteriorate if the recommended drain and refill schedule is not adhered to. It is important to differentiate that a drain and refill service does not include spa detailing. Spa detailing is an intricate process and incurs an additional fee. We do not fill the spa if you happen to drain the spa and not refill it.
Filter Maintenance: Our service includes the removal and thorough cleaning of filters during regular maintenance visits, as needed. This helps ensure your spa's water remains clean and that the filtration system functions properly. For filters housed within a closed inline system, cleaning requires the spa to be drained. In such cases, we will not be able to clean the filter unless you authorize a drain and refill service. If a filter replacement is necessary, we will provide a quotation for the new filter. Upon your approval, the cost of the replacement filter will be added to your monthly service bill for convenience.
Maintaining Water Clarity – Understanding Cloudiness and Bubbles: We understand that cloudy water or the presence of bubbles can detract from your spa experience. These conditions are often a result of frequent usage and are typically caused by:
-Natural body oils, dead skin cells, and dirt
-Residual non-organic substances, such as detergents
-Personal care products, including lotions and makeup
-These contaminants can affect water clarity between scheduled drain and refill sessions. To mitigate these effects, we recommend the following best practices:
-Pre-Spa Rinse: Encourage all users to take a quick rinse before entering the spa to minimize contaminants.
-After-Use Treatment: Adding 2 tablespoon of non-chlorine shock after each use can help maintain water clarity. This product is not supplied by our service and should be purchased independently.
-Starting Service with Fresh Water: For new service initiations, we highly advise beginning with freshly filled spa water to ensure the highest quality maintenance. While we strive to balance and maintain your spa's water to the best of our abilities, we cannot guarantee optimal water quality if we commence our service with pre-existing water.
While we strive to keep your spa water balanced and clear, water quality is also dependent on your spa usage and service frequency. The bi-weekly plan (2 visits per month) is designed for light spa use. If the spa is used more frequently, a weekly service plan is strongly recommended. We cannot be held responsible for water clarity issues if a customer chooses a bi-weekly plan despite frequent spa usage that requires more frequent maintenance.
Condition of Spa – Excessive Soiling: Soiling of the spa, resulting from inclement weather conditions, deteriorating spa covers, or direct misuse (such as the introduction of foreign substances by users), is beyond the scope of standard service. Examples include, but are not limited to:
-Water discolored to black or muddy appearances
-Trash, bottles, cans, etc
-Damage due to failed covers
-Contamination from food, beverages, or bodily fluids
-In such events, a comprehensive spa detailing will be necessary to restore the spa to a serviceable condition. This specialized cleaning is subject to an additional charge.
Disposable Items: Components of your spa, such as filters, jets, pillows, handles, water diverter internals, and covers, are subject to normal wear and tear over time. These items are categorized as disposable due to their nature and the frequency of replacement they require. The responsibility for the replacement of these disposable items rests with you, the spa owner. When such items require replacement due to wear and tear, it is your obligation to procure and, if possible, install the new components. We can assist with the installation of these items at an additional cost, provided that the installation process is straightforward and within the realm of normal labor efforts. In circumstances where the installation of replacement items is complex and demands extra labor, we must apply service call charge for our services. Any such fees would be communicated in advance and would only be executed with your prior approval.
Spa Malfunctions: If your spa is experiencing issues, you can schedule a service call to diagnose the problem and determine the necessary repairs. Service calls incur a charge, which varies by location. We will inform you of the service call fee before scheduling the visit.
Repairs: The cost of repairs is not included in the monthly service agreement. If your spa requires repairs:
A service call is required, and a service call charge applies (we will provide the exact cost when you contact us).
If the repair is critical to spa operation (e.g., malfunctioning heater or faulty circulation pump), the spa will be turned off to prevent further damage. Service will be temporarily suspended until repairs are authorized, either through DB Spa Repair or another service provider of your choice. It's important to note that during any service interruption awaiting repair authorization, DB Spa Repair & Service is not liable for any damage that may occur as a result of the spa being inoperative. We urge prompt decision-making regarding authorizations to ensure the health of your spa and the continuation of our maintenance services.
Payment Options: We accept credit card payments only through automatic billing. A valid email address is required to receive a secure payment link for setup. We do not accept payments via cash, check, Venmo, or Zelle.
Should you need any assistance with your payment method or if you have questions about your payment, please don't hesitate to reach out to us.
Billing Periods: We operate on a post-pay billing system. This means that you'll conveniently pay for services after they have been delivered to you. Here's what you can expect:
Monthly Invoicing: You will receive your invoice during the first week of each month.
Invoice Details: Each invoice will clearly itemize the services provided in the preceding month, including service dates and any additional charges that may have applied.
Your invoice will be sent directly to your email, ensuring a timely and efficient billing process. Should you have any questions regarding your invoice or require further details about our billing cycle, we are always here to assist.
Automatic Payments: For your convenience, DB Spa Repair & Service offers an automatic payment system to streamline your billing experience. Payments are processed exclusively via credit card. Your card will be automatically charged during the first week of each month when an invoice is generated.
You will receive an email with a secure payment link, allowing you to pay your invoice and securely save your card on file for future payments.
To ensure seamless billing and uninterrupted service, a saved card on file is required. If you are unwilling to save your card on file, we will be unable to provide service.
Failure to Pay: If a bill remains unpaid, service will be immediately suspended. You will have until the next scheduled service day to settle any outstanding payments. Should the account remain overdue beyond 15 days, the service agreement will be terminated, and we will no longer be responsible for the maintenance of your spa, including any damages or imbalance in water quality that may arise. Accounts that are 30 days past due will be sent to collections, with any additional fees incurred being your responsibility. In the event that you wish to reinstate services after such issues, we will require a shift to a pre-pay system, where services must be paid for in advance. Both parties retain the right to cancel services at any time, for any reason, without incurring cancellation fees or penalties. To cancel services, simply send an email to contact@dbsparepair.com or call (747)307-3280 stating your desire to end the service agreement. If service is canceled mid-month, you will be billed only for the days services were provided until cancellation. All final payments must be completed by the end of the month to avoid being sent to collections. When initiating service, a one-time start-up fee of $25 is required, which will be credited back on your first month's invoice. You will be billed only for the services provided from the start of the service to the end of the month.
Cancellation of Service: We reserve the right to cancel service at any time for any reason, with or without prior notice. Similarly, you may cancel service at any time, for any reason, without incurring any cancellation fees or penalties.
To cancel service, simply email us at contact@dbsparepair.com or call us at (747)-307-3280, indicating your desire to cancel.
In the event of a mid-month cancellation, service will cease immediately, and you will only be billed for the days during which service was performed, including the day of arrival at your property. Please note that we are unable to provide refunds for services already rendered. Following cancellation, you will receive an emailed invoice for any services provided, which must be settled by the last day of the month. Failure to pay by this deadline may result in your unpaid bill being forwarded to collections, for which you will be responsible for any associated fees incurred.
No Access to Spa: In the event that we are unable to access the spa due to obstacles such as a locked gate, an aggressive pet, or ongoing construction, we will promptly notify you. We will attempt to contact you and will wait for 5 minutes before departing. A call or text message will be sent before we leave the premises. This visit will still be counted as a service call and will not be eligible for a refund. To ensure uninterrupted service, please provide any necessary keys or access codes for the hot tub. For those residing in gated communities, please arrange for access with the gate security or provide us with the access code. We are unable to accommodate specific timing requests for access due to the variable nature of our daily route schedules.
Hot Tubs on Rooftops: Service for hot tubs located on rooftops is contingent upon external stair access to the roof. If the sole means of accessing the roof requires entry through the building's interior, we are unable to provide service to that location.
Rental Property: For properties under our care that are designated as rental units, any concerns or issues may be reported by tenants; however, authorization for services beyond the scope outlined in our existing contract must be provided by the property owner or an appointed managing agent. DB Spa Repair & Service will not conduct any additional services requested by tenants. Any services that are authorized in such a manner will incur additional charges, which will be duly noted and included in the billing statement.
Pet Policy: We prioritize the safety of our technicians while ensuring the best care for your spa. We kindly request that all pets be securely restrained or removed from the service area during our visits.
While we understand that many pets are friendly and well-behaved, unexpected behavior can occur, and we must take precautions. Our technicians reserve the right to refrain from servicing your spa if any pet displays aggressive or hostile behavior, regardless of previous claims of the pet being harmless.
In the unfortunate event that a technician is harmed by a pet, the homeowner or pet owner will be held solely responsible for any resulting medical expenses and lost wages. Our staff is committed to non-violent solutions, but in the critical circumstance of an attack, we maintain the right to defend ourselves appropriately to halt the attack, which may result in injury or worse to the pet. Law enforcement will be notified, and the incident will be fully reported.
Parking: We will make every reasonable effort to secure parking at your location. For residences with parking restrictions, we kindly request that you provide a parking permit or allow us to use your driveway to avoid any disruptions in service. If a permit is necessary, we can either pick it up from a predetermined spot, keep it with us for future visits, or have it handed to us upon arrival. Rest assured, any permits entrusted to us will be returned upon request or upon the termination of our services. Should we receive a parking citation due to a lack of permit, we will provide proof of the ticket and bill you for half of the fine. In the event that parking is not available within a reasonable distance and we are unable to perform our scheduled service, we will inform you immediately. If a parking spot remains elusive after a 5-minute search, we will regrettably have to count this as a service visit.
Delays To Service: Unforeseen circumstances such as public holidays or sudden illness may occasionally disrupt our scheduled service. Should such a situation arise, we will promptly notify you to reschedule at the earliest convenience. Rest assured, you will not incur charges for any service dates that we miss. In instances of inclement weather conditions like heavy rain or strong winds, we may need to postpone our visit to ensure the safety and quality of our work. We will communicate any such delays to you immediately and make every effort to reschedule within the same week. Should a full week's service be missed due to these interruptions, you will not be billed for the service that could not be provided.
Service and offers is per location only: Our services are based on a per-location basis. This means that if a customer has multiple properties and signs up for service at each location, any services, discounts, or offers do not transfer or compound between locations. Each service plan and any associated offers apply only to the specific property for which the service address is registered.
Customer’s Information: The personal details you entrust to us upon service registration are utilized exclusively for the provision of our services. While we do share information with select third-party software applications, this is strictly for the purpose of enhancing service delivery and maintaining your service records. Be assured that we do not, under any circumstances, sell your personal information. Furthermore, credit card data is securely processed and is inaccessible to anyone, including our own staff at DB Spa Repair & Service, once entered into our payment processor’s system.
Communications: We'll reach out via phone, text message, or email using the contact details you've provided in the service agreement. It is crucial that the information you furnish us with is accurate, as any discrepancies can result in delays in service. We count on your cooperation to ensure that our lines of communication remain efficient and reliable.
Revision of Terms and Pricing Policy: We hold the discretion to amend our terms, conditions, and service pricing at any given moment. Any modifications will apply exclusively to new clientele, including those awaiting service initiation. For our existing cilents, the terms and conditions set forth in their original agreements will prevail until the renewal or signing of a subsequent contract. Should there be any adjustments in our pricing structure, rest assured, we are committed to providing you with advance notification to secure your consent prior to implementation.