HOT  TUB  HEROES:  SERVICE  AGREEMENTS

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1. Master Service Terms and Conditions

(Use this for all standard diagnostic and repair visits)

1. Service Calls & Diagnostic Fees

• 1.1. Diagnostic Fee: Hot Tub Heroes charges an initial diagnostic fee for all service calls. This fee covers the technician's travel and the first hour of on-site labor to diagnose the issue.

• 1.2. Non-Refundable Policy: The diagnostic fee is strictly non-refundable. This applies even if the hot tub is deemed unrepairable, parts are no longer available, or the customer elects not to proceed with the recommended repair.

• 1.3. Separate Charges: The diagnostic fee is an independent charge for the assessment and the first hour of labor. It will not be applied as a credit or discount toward the final cost of any additional labor, parts, or subsequent repairs.

2. Payment Terms

• 2.1. Payment Due: Payment in full is due immediately upon completion of the diagnostic visit or the service/repair trip.

• 2.2. No Upfront Deposits: Hot Tub Heroes does not require an upfront deposit prior to scheduling service or ordering standard parts. However, the customer agrees to pay the final invoice balance in full as soon as the technician completes the agreed-upon work.

3. Limited Warranty & Exclusions

• 3.1. Warranty Period: Hot Tub Heroes provides a limited warranty on repairs, covering 90 days for parts and 30 days for labor, beginning on the date the repair is completed.

• 3.2. Warranty Exclusions: This warranty strictly covers defects in the newly installed parts and the workmanship of the installation. The warranty is strictly void if the failure or damage is caused by:

  • Improper water chemistry or chemical imbalance (e.g., scale buildup, acidic corrosion).

  • Freezing temperatures or improper winterization.

  • Acts of God, power surges, or external electrical faults.

  • Tampering, modifications, or subsequent repairs performed by anyone other than a Hot Tub Heroes technician.

  • Failure to properly maintain water levels, resulting in dry-firing of heaters or pumps.

4. Accessibility & Custom Decking

• 4.1. Clear Access: Customers are expected to provide clear and unhindered access to the hot tub’s equipment panel(s) prior to the technician's arrival.

• 4.2. Decking Removal: Hot Tub Heroes prefers that customers remove any custom decking, skirting, or obstructions beforehand. If our technicians are required to remove or modify decking to access the equipment, this time will be billed at our standard hourly labor rate.

• 4.3. Liability Waiver for Access: Hot Tub Heroes is not responsible or liable for any damages that may occur to decking, landscaping, surrounding structures, or non-standard hot tub surrounds during the removal or replacement process.

• 4.4. Moving the Hot Tub: If a repair requires the hot tub to be physically moved, lifted, or shifted from its current resting place to gain access to equipment, this time will be billed at our standard hourly labor rate. Due to the inherent risks of moving heavy units, Hot Tub Heroes is not liable for any structural damage to the hot tub (including shell cracking or frame separation) or damage to the underlying/surrounding property (such as scratched decking, torn grass, or cracked concrete) that may occur during the move. We reserve the right to refuse to move the tub if our technicians determine it cannot be done safely without specialized equipment.

5. Draining, Refilling & Water Chemistry

• 5.1. Draining and Refilling: If a repair requires the hot tub to be drained, Hot Tub Heroes can refill the tub upon request. Any time spent waiting for the hot tub to refill will be billed at our standard hourly labor rate.

• 5.2. Water Chemistry: Hot Tub Heroes is strictly responsible for the mechanical repair of the unit. We are not responsible for adding chemicals, treating the water, or re-balancing the water chemistry after a drain and refill. Proper water chemistry remains the sole responsibility of the customer.

6. Cancellations & No-Access Policy

• 6.1. Notice Period: Customers must provide a notice of cancellation at least 24 hours before the day of their scheduled service appointment.

• 6.2. Fees: An $85.00 (plus tax) fee will be charged to the customer if:

  • The 24-hour cancellation notice is not provided.

  • The technician arrives and is unable to access the hot tub.

  • The technician arrives and is unable to access the power supply/breaker necessary to perform the diagnostic or repair.

7. Right to Refuse Service

• 7.1. Safe Work Environment: Hot Tub Heroes reserves the right to refuse or terminate service at any time if the work environment is deemed unsafe, unsanitary, or hostile.

• 7.2. Qualifying Conditions: Conditions that may warrant refusal of service include, but are not limited to, dangerous electrical wiring, extreme biohazards within the tub, uncontained aggressive pets, or hostile/abusive behavior toward our technicians.

8. Pre-Existing Conditions & Liability

• 8.1. Pre-Existing Damage: Hot Tub Heroes is not liable for any pre-existing damage, degradation, or wear-and-tear to the hot tub, its components, or the surrounding area.

• 8.2. Brittle & Degraded Materials: We are not responsible for damage that occurs during the normal course of a repair due to degraded materials. This includes, but is not limited to, rotten wood framing from older leaks, rusted hardware, or older, brittle plumbing/PVC that may crack or break under standard handling and diagnostic procedures.

9. Legal & Administrative Provisions

• 9.1. Limitation of Liability: To the maximum extent permitted by law, Hot Tub Heroes shall not be liable for any indirect, incidental, special, or consequential damages arising out of or related to our services. In no event shall Hot Tub Heroes' total liability for any claims, damages, or loss exceed the total amount actually paid by the customer for the specific service or repair in dispute.

• 9.2. Dispute Resolution & Collections: If the customer fails to pay any outstanding invoice in full, Hot Tub Heroes reserves the right to employ a third-party collection agency or pursue legal action. In the event of a dispute or non-payment, the customer agrees to be responsible for all reasonable costs of collection, including but not limited to attorney’s fees, court costs, and collection agency fees.

• 9.3. Photography, Documentation & Marketing:

  • Internal Use: The customer grants Hot Tub Heroes technicians the right to take photographs and video recordings of the hot tub, its components, and the immediate surrounding work area for diagnostic purposes, internal records, and proof of completed work.

  • Marketing & Social Media: Hot Tub Heroes reserves the right to use these "before and after" photographs or videos for advertising, social media, and promotional purposes.

  • Privacy Guarantee: Hot Tub Heroes strictly guarantees that no identifying features—including the customer’s face, family members, house number, or recognizable property features—will be used in any public marketing materials without separate, explicit written consent. (Customers may opt-out of having their anonymized photos used for marketing by notifying Hot Tub Heroes in writing prior to the start of service).

• 9.4. Governing Law & Severability: * Governing Law: This agreement and any disputes arising from it shall be governed by and construed in accordance with the laws of the State of North Carolina.

  • Severability: If any provision, clause, or section of these Terms and Conditions is found to be invalid, illegal, or unenforceable by a court of competent jurisdiction, such finding shall not affect the validity or enforceability of the remaining provisions, which shall remain in full force and effect.

 

 

2. Maintenance & Cleaning Agreement

(Use this exclusively for flat-rate drain and clean services)

1. Scope of Drain & Clean Services

• 1.1. Included Services: The Hot Tub Heroes standard Drain & Clean service is a comprehensive maintenance package. This service specifically includes:

  • Safely draining the hot tub water.

  • Scrubbing and wiping down the interior acrylic shell.

  • Removing, soaking, and cleaning the filter cartridges.

  • Cleaning and applying a UV-protectant conditioner to the hot tub cover.

  • Refilling the hot tub using filtered water (utilizing the customer's on-site water supply).

  • Adding Mineral Harmony Guard as a start-up treatment.

  • Providing the customer with one bottle of Mineral Harmony Boost for their ongoing maintenance.

• 1.2. Service Limitations: Any services, repairs, or chemicals not explicitly listed above are not included in the standard Drain & Clean package and will require a separate service agreement or additional charges.

2. Pricing & Time Limitations

• 2.1. Flat-Rate Fee: The standard Drain & Clean service is billed at a flat-rate fee. Payment in full is due immediately upon completion of the service visit.

• 2.2. Time Allotment: The flat-rate fee covers up to four (4) hours of on-site labor to complete the included services.

• 2.3. Overage Charges: In the event that the service requires more than four hours due to excessively slow drainage, severe water-quality issues (e.g., heavy biofilm, extreme scale buildup), or poor water pressure during refilling, any time beyond the initial four hours will be billed at our standard hourly labor rate.

3. Discovery of Mechanical Issues

• 3.1. Incidental Repairs: The Drain & Clean package is strictly a maintenance service. However, if a mechanical issue (e.g., a leaking seal, broken jet, or failing component) is discovered during the cleaning process, the technician will immediately notify the customer.

• 3.2. On-Site Repairs: If the necessary replacement part is a standard item stocked on the technician’s vehicle, Hot Tub Heroes may perform the repair during the same visit, subject to customer approval. The cost of the replacement part(s) and standard hourly labor rates for the repair will be added to the final invoice alongside the flat-rate cleaning fee.

• 3.3. Separate Service Visits: If the required part is not in stock or the issue requires extensive diagnostic work, a separate service visit must be scheduled. Any separate repair visits will be subject to our standard Repair Terms and Conditions.

4. Ongoing Water Chemistry & Clarity

• 4.1. Transfer of Responsibility: While Hot Tub Heroes provides initial start-up chemicals (Mineral Harmony Guard) as part of the service, maintaining proper water chemistry, sanitation, and clarity after the technician leaves the property is strictly the responsibility of the customer.

• 4.2. No Guarantees on Water Clarity: Because water quality is immediately affected by factors outside of our control—including bather load, introduced contaminants, weather, and ongoing chemical maintenance—Hot Tub Heroes cannot warranty or guarantee the continued clarity or balance of the water following a Drain & Clean visit.

5. Cancellations & No-Access Policy

• 5.1. Notice Period: Customers must provide a notice of cancellation at least 24 hours before the day of their scheduled service appointment.

• 5.2. Fees: An $85.00 (plus tax) fee will be charged to the customer if:

  • The 24-hour cancellation notice is not provided.

  • The technician arrives and is unable to access the hot tub.

  • The technician arrives and is unable to access the power supply/breaker or the water supply necessary to perform the cleaning.

 

 

3. Manufacturer Warranty Service Addendum

(Use this as an attachment when performing third-party warranty claims)

This addendum supplements the standard Hot Tub Heroes Service Terms and Conditions and applies exclusively to service calls and repairs performed under an active manufacturer's warranty.

1. Warranty Authorization & Scope

• 1.1. Independent Service Provider: Hot Tub Heroes acts as an authorized, independent service provider for specific hot tub manufacturers. We do not issue, write, or control the terms of the manufacturer’s warranty.

• 1.2. Final Authority: The manufacturer holds the ultimate authority regarding the approval or denial of all warranty claims, covered parts, and allowable labor.

2. Pre-Diagnosed Warranty Claims

• 2.1. Manufacturer Diagnosis: For claims where the manufacturer has diagnosed the issue over the phone with the customer prior to contacting Hot Tub Heroes, our technicians are strictly authorized to perform the repair requested by the manufacturer.

• 2.2. Incorrect Pre-Diagnosis: If our technician arrives and determines that the manufacturer’s over-the-phone diagnosis was incorrect, or that an entirely different issue is present, the repair may be delayed. Hot Tub Heroes must submit a new diagnostic report to the manufacturer for approval before proceeding, which may require ordering different parts.

3. Billing, Fees & Exclusions

• 3.1. Covered Costs: For approved warranty claims, Hot Tub Heroes will bill the manufacturer directly for covered parts, labor, and authorized mileage as dictated by the manufacturer's specific service agreement.

• 3.2. Waived Fees: Hot Tub Heroes may, at its sole discretion, waive standard diagnostic or trip fees for customers located within specific service areas, provided the service call results in an approved warranty claim.

• 3.3. Non-Covered Labor (Access & Decking): Manufacturers strictly do not cover the cost of gaining access to the hot tub. If our technicians must remove custom decking, skirting, or physically move the hot tub to perform the warranty repair, this time will be billed directly to the customer at our standard hourly labor rate, per Section 4 of our standard Terms and Conditions.

4. Claim Denials & Voided Warranties

• 4.1. Financial Responsibility: If a technician arrives on-site and discovers that the hot tub's failure is due to factors excluded by the manufacturer's warranty, the claim will be denied.

• 4.2. Voiding Conditions: Common reasons for manufacturer claim denials include, but are not limited to:

  • Poor water chemistry, acidic corrosion, or extreme scale buildup.

  • Freezing damage or improper winterization.

  • Pest/rodent damage (e.g., chewed wiring).

  • Tampering, misuse, or abuse of the hot tub.

• 4.3. Transition to Retail Billing: If the manufacturer denies the warranty claim for any reason, the customer immediately assumes 100% financial responsibility for the service call. The customer will be billed directly for our standard diagnostic fee, plus any applicable labor and retail parts required to complete the repair.

5. Parts Delays & Availability

• 5.1. Shipping Timelines: Hot Tub Heroes has no control over the manufacturer’s supply chain, parts availability, or shipping speeds. We are not responsible or liable for any delays in repairing the hot tub caused by backordered warranty parts or slow manufacturer processing times.