Acknowledgement

Upon subscribing to routine maintenance service, the Customer enters into an agreement for the provision of weekly pool cleaning services. The Customer hereby represents and warrants their legal ownership or authorized control of the real property where the pool is situated. The Customer grants unequivocal authorization for the commencement of recurring weekly service and assumes responsibility for all resulting financial obligations. It is expressly understood and agreed that the provider’s commitment is a consistent, week-to-week service model of weekly pool cleaning services; the provider does not offer bi-weekly or monthly-only service plans. It is further understood and agreed that any oral statements contradicting these terms and conditions, or the specific terms of the routine maintenance service agreement, are deemed non-binding and without force. These terms and conditions establish the comprehensive framework for the service, explicitly outlining the Customer's duties and obligations. The Customer acknowledges their responsibility to thoroughly read and comprehend these terms in their entirety. Within this agreement, the term “pool” shall be interpreted to include any connected vessel, such as spas, basins, or water features.

Your Service

• Accessibility: The Customer bears the sole responsibility for ensuring unobstructed access to the swimming pool for the designated pool maintenance specialist on the scheduled service day. This responsibility includes, but is not limited to, securing all pets, leaving any relevant neighborhood and pool gates unlocked (unless the provider possesses a customer-supplied key, access code, or the Customer has agreed to utilize a provider-supplied padlock), and removing all pool or equipment covers prior to the scheduled service time. In the event that the pool is inaccessible for any reason, including but not limited to locked gates, covers, local construction, or unrestrained animals, the specialist will mark the account as unserviceable and proceed with their schedule, and the Customer acknowledges and agrees that no refund will be issued for the missed service.

• Customer-Requested Bypasses & Route Retention Policy: Saya Pools operates on a dedicated recurring weekly route. Because route capacity, technician scheduling, and operational overhead are committed on a continuous weekly basis, we do not provide unbilled skips, free cancellations, or partial-month billing schedules. If you need our technician to bypass your property on a scheduled service day due to temporary access conflicts (such as backyard construction, out-of-town travel, or private events), the following rules apply:

  • Advance Notice Window: Bypass requests must be submitted to info@sayapools.com no more than seven (7) calendar days in advance, and at least forty-eight (48) hours prior to your scheduled service day. Batch-scheduling, multi-week reservations, or prescheduling bypasses across multiple months is strictly prohibited.

  • Annual Limit & Spacing: Customers are permitted a maximum of two (2) bypassed visits per calendar year. Bypasses may never occur in consecutive calendar months.

  • Route Holding Fee: To retain your assigned technician and weekly route placement, any bypassed visit is billed a non-refundable Route Holding Fee equal to 50% of your regular weekly rate, charged automatically to your credit card on file.

  • Water Chemistry & Remediation Liability: Saya Pools assumes no responsibility for water quality deterioration, algae growth, or equipment issues resulting from missed service. Any additional shock treatments, balancing chemicals, or extended labor required to restore your pool to standard operating condition upon our return will be billed separately to your card on file as an Extra Chemical Fee. For customers enrolled in a maintenance package plan, this is an additional fee beyond your regular maintenance package cost, assessed strictly in situations where pool service is skipped and extra chemicals are needed to stabilize the water.

• Storm & Inclement Weather Protocol:

  • Company Discretion: The Customer may not skip or cancel a service visit due to weather conditions. The decision to modify, limit, or suspend service due to weather is a professional judgement call made solely by Saya Pools.

  • Safety: All poolside activity will cease immediately if lightning is detected within a 10-mile radius. Service will be limited to a chemical-only check from a safe distance or suspended until conditions are safe.

  • Chemistry-First Protocol: On days with rain or storms, the provider may be unable to perform leaf removal, brushing, or vacuuming due to concerns regarding visibility and safety. In these instances, specialists will focus on testing and balancing chemistry to maintain water quality.

  • Debris & Billing: Excessive debris from major storm events may require multiple visits to clear; extra labor or chemicals required for storm remediation may incur additional fees. No refunds or credits will be issued for "Chemistry-Only" visits necessitated by weather.

• Service Issues: The Customer has a duty to promptly notify our office of any questions, issues, or perceived failures in service delivery within twenty-four (24) hours of the completion of the pool service. Failure to provide such timely notification shall constitute a waiver of any claim.

• Company-Initiated Schedule Modifications & Holiday Closures: The provider reserves the right to modify or suspend service on Thanksgiving Day. Saya Pools will be closed during the week of Christmas break annually, during which time our specialists will proactively prep all pools the week prior; no customer is billed for service during Christmas week. Additionally, should a regular service visit be missed due to internal staff illness or "call-outs," the provider will notify the Customer and make every effort to provide a make-up service later in the week if manpower allows. If a make-up service is not possible, the Customer will not be billed for that specific visit.

• Cancellation & Re-Enrollment: Customers may cancel routine pool cleaning service at any time by contacting our office. Cancellation immediately terminates the service agreement and forfeits your dedicated route slot and assigned technician. Any former customer requesting to resume or re-enroll in service within twelve (12) months of cancellation is subject to current route availability and a mandatory $150.00 Re-enrollment and Water Stabilization Inspection Fee.

Your Pool and Equipment

• Water Level: The Customer must maintain water levels at the midpoint of the skimmer or tile line. If the water is too low, our specialist might, as a helpful step (but is not required to), turn off equipment or circuit breakers to prevent damage. Saya Pools is not responsible for damage caused by low water levels, nor for secondary outcomes (such as plumbing freeze damage or water stagnation) resulting from equipment being shut down to prevent run-dry mechanical failure.

• Risks of Pool Filling Service: Should the provider undertake to maintain water levels or otherwise provide pool filling services, the Customer expressly acknowledges the inherent risks associated therewith, including water overflow, overuse, and structural damage. The Customer agrees to assume all such risks.

• Chemicals & Finishes: The Customer shall not introduce any chemicals into the pool. The provider shall not be responsible for any damage, issues, or dangerous chemical reactions caused by the Customer's addition of chemicals. Furthermore, Saya Pools is not liable for cosmetic deterioration, plaster etching, delamination, staining, or finish wear resulting from aged interior pool surfaces or conditions pre-dating our service.

• Equipment Maintenance: The Customer warrants that equipment is functioning and agrees to operate filtration pumps for a sufficient duration to ensure at least one complete turnover of water volume within a twenty-four (24) hour period.

Billing

• Card on File Requirement & Billing Timing: The Customer shall maintain a valid credit card on file enrolled in autopay. Payment for recurring weekly cleaning services is automatically billed and charged on the same day of service.

• Late Fees & Delinquency: Late payments resulting from declined payment methods or unpaid balances are subject to a Late Fee of $5.00 per week late, unless prior payment arrangements have been formally agreed upon with our office. Ongoing pool services will be immediately suspended until all outstanding balances and late fees are resolved.

• Mandatory Filter Maintenance & Replacements: As an integral part of maintaining water quality and equipment longevity, pool filters must be professionally cleaned at least once every four (4) months.

  • For customers not enrolled in an all-inclusive maintenance package plan, filter cleanings start at $85.00 per service.

  • If filter media (cartridges, grids) requires replacement due to age, wear, or damage, the Customer is responsible for the direct cost of the replacement filters plus a $20.00 installation fee, unless otherwise covered under an active maintenance package plan.

• Repair Service Calls: Work done by any third party that doesn't follow strict safety rules can create a potential safety hazard. If a repair is done by a third party and we find it does not meet our safety standards, we may stop service immediately without a refund.

• Price Increases: The provider reserves the right to adjust service fees and will notify the Customer via email detailing the changes and their effective date.

General

• Governing Law & Disputes: These terms and conditions are governed by the laws of the state in which your pool is located. Disputes arising out of or relating to your routine maintenance or repairs shall be decided by mediation or non-binding arbitration. In the event of default on payment, the Customer agrees to pay all collection costs and interest. If any provision is deemed invalid, the other provisions remain in full force and effect.

• Policy Modifications: All policies, terms, schedules, rates, and operational guidelines are subject to change at any time at the sole discretion of Saya Pools. Updated terms become effective immediately upon posting to our website (www.sayapools.com/terms-of-service) or upon delivery of electronic notice to the Customer. Continued receipt of service following any modification constitutes full and binding acceptance of the revised terms and policies.