These Policies & Procedures are in effort to provide clarity to Aqua Group Pool Services, its Valued Customers and its Pool Professionals. Although we do not require a signed contract or agreement from our weekly maintenance customers, by requesting/continuing maintenance from Aqua Group Pool Services you are agreeing to the following Policies & Procedures
Rain and Lightning Service Policy
- When lightning is in close proximity, for the safety of your pool professionals, there will not be any use of a pole therefore your pool will not be skimmed, brushed or vacuumed. However, the Pool Professionals will check and balance water chemistry, empty the skimmer baskets and pump baskets.
- When it is raining, Aqua Group Pool Services requires the pool Professionals to wait a minimum of 15 minutes to see if the rain lets up or stops altogether. The pool will be cleaned to the best of their ability under these conditions.
IMPORTANT
– The pool Professional will not return to perform any missed duties under “Rain Service” until your next regularly scheduled clean the following week and no credit or discount will be given for duties unable to be performed under our “Rain Service” policy.
Locked Gates
- It is the customer’s responsibility to leave access gate(s) unlocked and the backyard accessible for the entire scheduled day. If the pool Professional does not have access for any reason, he will knock on the door to see if anyone is home. If no answer, we will call the phone number we have on file. If access is still not available, The pool professional will not return to clean the pool until the following week and no credit will be given.
- The customer has the option to provide Aqua Group Pool Services a gate key or code to be noted on the customer’s account. It is the customer’s responsibility to notify Aqua Group Pool Services of any changes to accessibility in advance of their scheduled cleaning day.
Holidays
- Thanksgiving Week: Aqua Group Pool Services will be closed the entire week of thanksgiving. Your pool will not be serviced this week.
- Christmas Week/New Years: Your pool will be cleaned either the week of Christmas OR the week of New Years, not both. Exact Schedule TBD.
Note: We intentionally do not charge our customers extra when there are 5 weeks in a month in order to provide fair pricing in the event that bad weather prevents services from being rendered or rendered in full and for our employees to enjoy time off with their families during the holidays. This occurs on the week of Thanksgiving and the week of Christmas OR New Years.
