SunShower Pools Service Agreement

A Client is defined as a current weekly service customer with an active account and receives a $20 discount on the Diagnostic Fee compared to a Non-Client.
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A Non-Client is any customer who does not have a recurring weekly pool service agreement with us.

What’s Included in a Diagnostic Visit:
• Time, labor, and expertise of our repair technician to inspect and diagnose the root cause of the issue.
• If it’s a minor issue that can be resolved on the spot, we’ll fix it during the visit at no additional charge beyond the diagnostic fee.
• If the issue requires additional labor, materials, or parts, we’ll provide a detailed quote and obtain your approval before performing any major repair work.
• No significant repairs or replacements will be made without your prior approval.

‍Photo Documentation & Use
As part of our service process, SunShower Pools technicians may take photos of your pool, equipment, and surrounding areas during scheduled visits. These photos help us ensure quality control, document service work, support training, and communicate clearly with clients if any issues arise.

From time to time, we may also use select service photos — such as clean pool images or before-and-after equipment shots — for internal training, company materials, or promotional purposes (such as social media or marketing content). We take care to exclude any identifying information and always use photos respectfully and professionally.
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We are committed to maintaining your pool at its best by providing consistent, detailed care and early detection of potential issues. Our goal is to ensure your pool remains safe, beautiful, and worry-free.

2. Customer Responsibilities
‍To ensure smooth, uninterrupted service and the best care for your pool, we ask that you help us with the following:

Missed Service Visits & Access Issues
• If a technician arrives for a scheduled service and is unable to complete it due to lack of
access, the visit will be marked as completed, and no refunds or credits will be issued.
• Common access issues include:
    - Locked Gates – If a technician cannot access the pool, the visit will be skipped.
    - Pets in the Yard – If a loose pet prevents safe entry, service will not be performed.
    - Severe Debris or Unsafe Conditions – If a pool is excessively dirty due to neglect or a safety hazard prevents service, the customer will be notified.
‍• For health and safety reasons, please maintain a clean pool deck and surrounding area, free of animal waste, hazardous materials, or obstructions. Our technicians are not permitted to service pools in areas with unsanitary conditions.
‍• Water Level: It is the customer’s responsibility to maintain the proper water level unless enrolled under our Premium Service Plan. If you prefer that we monitor and adjust your pool’s water level, this can be added as an additional service. Please note that SunShower Pools is not liable for overfilling caused by equipment malfunctions, such as broken hose timers.
‍• Timely Communication: If you need to reschedule a service, update access information, or have any questions or concerns, please contact us as soon as possible. We’re here to make your service experience as seamless as possible.
‍• Respectful Interactions: We are committed to treating our customers with respect and professionalism, and we expect the same in return. Disrespectful or belittling behavior towards our team will not be tolerated and may result in termination of service.
Return Trip Requests & Fees
• Customers requesting a return visit after a missed service due to access issues will be charged a $35 return trip fee for weekday visits and a $65 fee for Saturday visits.
• Return visits are scheduled based on availability and are not guaranteed for same-day service.
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Enforcement for Repeat Missed Access
• If a customer causes three (3) missed visits within a rolling 6-month period due to access issues, a $50 scheduling disruption fee will be applied to the next invoice.
• If five (5) or more missed visits occur within a rolling 12-month period due to access issues, SunShower Pools reserves the right to terminate service with a 30-day written notice.
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By partnering with us on these responsibilities, we can ensure uninterrupted, high-quality service and a sparkling, well-maintained pool year-round.

3. Satisfaction Guarantee
At SunShower Pools, we take pride in the quality of our service and strive to exceed your expectations at every visit. Your satisfaction is our top priority, and we’ve built our guarantee around transparency and accountability:
‍• Prompt Issue Resolution: If you are ever dissatisfied with a service, simply notify us within 24 hours of your service visit. Our team will review your concern and take appropriate corrective action, such as scheduling a follow-up visit if necessary.
‍• Commitment to Excellence: We guarantee that all routine maintenance tasks (e.g., chemical balancing, skimming, brushing, etc.) are completed to professional standards during every visit.
‍• Communication First: Our technicians provide detailed service reports after each visit, so you always know the work completed and the condition of your pool.
• Limitations: Please note that our guarantee does not extend to issues beyond our control, such as damage from acts of nature, abnormal chemical imbalances due to water loss or external contamination, or customer-provided equipment malfunctions.
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We are committed to making things right if something goes wrong—and to maintaining clear, honest communication every step of the way.

4. Exclusions from Responsibility
At SunShower Pools, we are committed to delivering top-tier service, but certain factors fall outside the scope of our responsibility. These exclusions help set clear expectations and ensure transparency:
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1. Acts of Nature: We are not responsible for damage, excessive debris, or changes to water quality caused by storms, hurricanes, or other natural events. This is beyond the normal scope of our services outline above and would require an extra service fee.
2. Specialized Stain and Scale Removal: The removal of scum lines, oil buildup, or mineral deposits from tile or pool surfaces is considered a specialized service and is not included in routine maintenance.
3. Algae Outside Normal Conditions: We will address typical algae growth as part of your regular service. However, persistent issues like black algae may require additional treatments and specialized care, which will be discussed with you beforehand.
4. Water Level Management: Unless specifically agreed upon, maintaining the water level in your pool is the customer’s responsibility. If a mechanical hose timer is used and fails, resulting in overfilling, we cannot be held liable for associated costs.
5. Lost or Stray Animals: We cannot assume responsibility for any lost or stray animals found in or near the pool.
6. Excessive Debris After Events: We are not responsible for excessive debris, changes to water quality, or additional cleaning needs resulting from parties, gatherings, or similar events. An extra service fee will apply if additional cleaning is required beyond routine maintenance.
7. Security and Access: We cannot be held responsible for missed service due to locked gates, covered pools, or pets preventing entry. In these cases, service will be marked as incomplete, and a return visit fee may apply.
8. Pool Overflow and Excessive Rainfall: SunShower Pools is not liable for any pool overflows, flooding, or water-related damage caused by excessive rainfall, severe weather, or natural events. It is the customer’s responsibility to monitor water levels during heavy rain and to take appropriate action to prevent overflow. If assistance is needed to drain excess water, please contact our office to schedule a service call at the prevailing service rate. While we will do our best effort to come out as soon as possible, we cannot guarantee that we will be out to address the pool flooding within 48 hours. SunShower Pools is committed to exceptional service, but responsibility for managing overflow risks due to excessive rainfall remains with the pool owner. For additional information or support, please reach out to our office.

Our goal is to be transparent about what we can and cannot control. If you would like additional services or custom agreements for specific exclusions (such as water level monitoring or stain treatments), we’re happy to create a personalized plan that meets your needs.

5. Service Terms
At SunShower Pools, consistency and reliability are the foundation of our service. Below are the key terms to ensure a smooth and enjoyable experience:
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Service Visit Structure & Adjustments for Holidays & Weather:
At SunShower Pools, our monthly pricing structure is based on 48 scheduled service visits per year, ensuring consistent and reliable pool care. While there are 52 weeks in a year, we account for four missed service visits annually to accommodate holidays, inclement weather, or unavoidable scheduling adjustments.
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This means:
‍• You are only billed for 48 visits per year—not 52—so there is no extra charge when a month includes five service visits.
‍• No credits or refunds are issued for weather-related or holiday interruptions because these adjustments are already factored into the pricing structure.
‍• Your service remains consistent and uninterrupted, with built-in flexibility to ensure high-quality care without unnecessary billing fluctuations.
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Inclement Weather & Missed Visits
‍• If rain or severe weather prevents a full service, we will perform chemical balancing and skimmer basket cleaning and return for full service at the next scheduled visit.
‍• Because our pricing structure already accounts for weather-related interruptions, no credits or refunds will be issued for missed service due to inclement weather. Because our pricing structure already accounts for weather-related interruptions, no credits or refunds will be issued for missed service due to inclement weather.
‍• If a customer requests a return visit after a missed weather-related service, a $35 return trip fee will apply for weekday visits and a $65 return trip fee for Saturday visits.
Unforeseen Delays: Natural disasters, legal holidays, and other unforeseen circumstances may occasionally cause service delays. Our team will work diligently to catch up and keep you informed.
Holiday Schedule: We observe the following holidays, during which regular service will be shifted to another day in that week:
‍• New Year’s Day
• Memorial Day
• Fourth of July
• Labor Day
• Thanksgiving
• Christmas Day

Sunday Policy:
‍SunShower Pools does not operate or schedule service visits on Sundays. Any service needs that arise on Sunday will be addressed on the next available service day.
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Our goal is to provide exceptional service with transparency and fairness while maintaining a reliable schedule for all our customers. If you have any questions about your service plan, feel free to reach out—we’re happy to assist!
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6. Repairs and Maintenance
‍To ensure your pool operates efficiently and avoids costly breakdowns, SunShower Pools performs routine equipment checks during each visit. When issues arise, our approach to repairs is designed to be transparent, efficient, and convenient for you:
• Minor Repairs: Repairs under $100 (e.g., replacing baskets, or pressure gauges, etc.) will be completed during your regular service to avoid delays. These repairs will be reflected in your next invoice.
• Major Repairs: For repairs estimated above $100 (e.g., pump replacement, filter repairs), we will notify you with a detailed estimate and wait for your approval before proceeding.
• Preventive Maintenance: We will also notify you of any potential issues that may need future attention to help you plan and prevent costly repairs.

We understand the importance of minimizing downtime, so our team prioritizes swift service to keep your pool in top shape.
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7. Payment Terms ‍
We strive to make the billing process easy and transparent. Below are the key details regarding payments:
• Invoicing Schedule: Invoices are sent via email on the 1st of each month for that month’s service.
• Payment Due Date: Payments are due by the 10th of each month to avoid service interruptions.
• Payment Options: We accept credit/debit cards, ACH transfers, and autopay. You can enroll in autopay through our secure payment portal for added convenience.
• 1st Month Discount: If you enroll in auto-pay, you will receive a 10% discount for your first month on auto payment
• Late Payments: Payments not received within 5 days after the stated due date will be assessed a late fee of $15.00 in accordance with Florida law. Service may be paused if payment is more than 30 days past due.
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Automatic Use of Payment Method on File: If you have a credit card or payment method on file with us, SunShower Pools reserves the right to use that payment method to pay any outstanding invoice related to monthly pool service or any approved work order. This ensures timely payment and uninterrupted service. If you wish to update or remove your credit card or payment method on file, please contact our office prior to the next billing cycle.
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If you have questions about your invoice or payment methods, our office is happy to assist you.
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8. Rate Changes
At SunShower Pools, we are committed to providing exceptional service at a fair and competitive rate. While we work to minimize cost adjustments, there may be instances where a rate change is necessary due to market conditions or increased operational costs.
• Timing: Rate reviews typically occur annually, and any adjustments are made with careful consideration to ensure continued value and service excellence.
• Your Peace of Mind: We will always be transparent about why a rate change is occurring and ensure that you have time to plan accordingly.
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We value your trust and loyalty and remain dedicated to delivering the highest-quality pool service at the best possible value.
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9. Termination of Service
We understand that circumstances can change, and either party may decide to end the service agreement. Here’s how the process works:

Service Cancellations & Refunds
• Customers may cancel their service with 30 days’ written notice via email or written communication.
• If cancellation occurs after the 10th of the month, the customer is responsible for that month’s full service charge.
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Excessive Last-Minute Cancellations Policy
• If a customer cancels service visits three (3) times within a rolling 6-month period with less than 24 hours’ notice, a $35 cancellation fee per occurrence will be applied to the next invoice.
• If a customer cancels service on the day of the scheduled visit (including after the technician has already arrived), the visit will be counted as completed, and no refunds or credits will be issued.
• Customers with five (5) or more last-minute cancellations within a rolling 12-month period may have their service agreement subject to review and possible termination with a 30-day notice.
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We are dedicated to making your service experience as seamless and stress-free as possible, even if you choose to part ways.
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10. Communication
We believe that clear and timely communication is essential to exceptional service. Here’s how we keep you informed and connected:
• Service Updates: After each visit, you will receive a detailed service report via email, including the tasks completed, water test results, and any recommendations or observations.
• Questions or Concerns: For any questions, requests, or concerns, you can contact us by:
     - Phone: 863-904-7072 (Monday–Friday, 8AM–6PM)
     - Email: Office@callsunshowerpools.com(for after-hours inquiries, we’ll respond as soon as possible).
     - Text Notifications: If you opt in, we can send text updates for appointment reminders, service changes, or urgent updates.
• Proactive Communication: If any issues arise (e.g., inclement weather delays, equipment malfunctions, or recommendations for repairs), we’ll notify you promptly to ensure you’re always in the loop.

We’re here to make sure your service experience is seamless, and we encourage open communication so you always feel informed and supported.
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11. Emergency and After-Hours Service
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We understand that pool-related emergencies can happen unexpectedly, and we’re committed to being there when you need us most.
• Emergency Repairs: For urgent issues affecting your pool’s safety or functionality (e.g., major leaks, pump failures), we offer emergency repair services.
• Availability: Emergency services are available outside of regular business hours based on technician availability.
• After-Hours Requests: You can submit after-hours requests via email or voicemail, and we will respond promptly during the next business day unless the issue qualifies as an emergency.
• Additional Fees: Emergency services performed outside regular hours may incur an additional fee, which will be communicated upfront before work begins.
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Our goal is to resolve urgent issues quickly and minimize disruptions, ensuring your pool remains safe, functional, and enjoyable year-round.

Right to Amend & Update: This Agreement may be amended, modified, or supplemented occasionally via written notice from SunShower Pools to the customer. We will notify customers of any material changes via a specific written email, but smaller amendments or changes (incl. reasonable price changes) will be automatically updated in the bill associated with each month or a specific service work order bill. It is the duty of the customer to notify SunShower of any questions or concerns upon being presented any updated terms in future communications about service.

Thank you for choosing SunShower Pools!

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