Your pool may be serviced on the same day each week but depends on route optimization, weather and technician availability. Holidays, vehicle servicing issues, heavily soiled pools, sickness and extreme weather can change our schedules around a bit.
If a customers gates are locked and we don’t have a key or the code, the pool will not be serviced, nor will it be credited. If there are stinging or dangerous insects, animals, infestations or bothersome landscape that endangers our technician or impedes the technician from performing a complete service, this is considered an access lockout and it will not be credited. If dogs are not restrained, and are in the backyard, for our technician’s safety, they will not enter the yard to clean, and the pool will not be serviced, nor will it be credited.
The technician will attempt to contact the customer by phone, text or email for up to 5 minutes to get access to the pool before leaving the customer’s home and going to their next home. Customers with stinging insects, infestations or impeding landscape that prohibit us from cleaning and should correct the problem before the next service. Customers can help us by letting us know as soon as possible in advance, if our pool technicians will not be able to access the pool on their scheduled day. If the customer requests NTx Pools to return on another day in the same week to re-attempt to clean, a return fee of $25 may apply. A rescheduled day in the same week is not guaranteed.
It is your responsibility to contain and restrain your pets. We will do our best to keep the gate closed at all times, but we cannot be responsible for pets that get out while we are servicing your pool & in addition, you accept responsibility for any injuries to our technicians inflicted by your pets.
We take one week a year for training, then offer our pool technicians two weeks a year for vacation. These do not run continuous. Please understand we only charge for 48 weeks a year with a monthly rate, which leaves 4 weeks for training, vacation, and holidays. We observe the following holidays: New Year’s Day, Memorial Day, Independence Day, Labor Day, Thanksgiving Day and Christmas Day. We do not have make up days or credits for these holidays, however we will work with you to reschedule you on a different day that week, if requested in advance, when the schedule allows.
Maintenance and Repairs
If your service technician notices a problem with your pool equipment, he will enter it into our pool management software, and we will notify you of the issue that week, and provide an estimate if you want to repair the issue. If you see something wrong, please contact us as soon as possible to authorize a service call. We have a full staff of trained service repair professionals who are available to diagnose and repair your pool equipment. We charge a $125 service fee to have someone come diagnose a more complex problem and provide an estimate. This fee is reduced with a $40 credit if you decide to do the work with us within 2 weeks from the time of the estimate.
Filter cleaning is not included in your monthly service fee and will only be cleaned every 4-6 months, unless extra service is required. If a filter cleaning is needed, we will report it to you first to get your approval. Our repair rate is $125.00 per hour, with a 1 hour minimum, and $60.00 per hour for small and minor repairs made on-site while performing pool cleaning service, rounded to the ¼ hour.
It is the customers responsibility to maintain the proper water level. Recommended water level is the middle of the tile. We do not accept responsibly for any equipment damages or other issues that can arise from low water in the pool. Our technicians are not allowed to fill your pool with water. We can provide your pool with an auto filler if interested, please let your service tech know or contact the service team.
In the event of heavy rain, thunder, lightning or icy weather conditions, we will perform chemical treatment, skimmer and basket debris removal and equipment checking only. Safety is our highest priority; on extreme bad weather days we will not be able to use our poles. We offer no makeup days for bad weather days.
In the event of freezing weather, water circulation must be maintained continuously through the equipment to prevent freeze damage. It is critical during freezing weather to make sure your freeze sensor is on, that your pool pump is running 24 hours a day, and you have the proper water level.
Freezing Temperature Service
When the temperature is below freezing, there are certain safety hazards that are presented. Limited services may be performed, depending on multiple factors.
If roads are clear, driving is safe and the temperature is hovering above the freezing mark, we will inspect your equipment, verify your freeze sensor/guard is working, turn off and disconnect auto fillers, empty all baskets, check and balance your chemicals.
If roads are hazardous, and temperatures are below freezing, we will not send our technicians out, as there is too much of a potential risk of injury, not just on the roads, but also on an icy deck or patio. It’s likely that this is a temporary service disruption, and we will attempt to reschedule, as the schedule and our capacity allows.
We understand and appreciate the benefits of saltwater chlorination, however salt is still a corrosive mineral and we cannot accept any responsibility for any damage, staining, corrosion, or deterioration of your pool surfaces or equipment that result from the use of salt in the pool.
Heavy Leaf Fall
During certain times of the year, due to leaf fall, it is advisable for our customers to empty skimmer baskets and pump baskets in between our visits. This will help to ensure your equipment is working properly and is not damaged due to lack of water flow. We estimate a maximum of 45 minutes of pool cleaning for a full-service pool, which is included in your service fee. If your pool has heavy leaf fall for an extended period of time, there will be an additional charge of $60.00 an hour (billed on 1/4-hour increments) for the additional work to remove the extra leaves past the 1 hour.
In the event a pool requires extra cleaning due to vandalism, poor drainage or other human factors, there will be an additional charge of $60.00 an hour (billed on 1/4-hour increments) for the additional work necessary.
If you want two cleanings in the same week, please let us know as soon as possible, as there is an additional charge for this of $45.
Our pool cleaning service does not include calcium removal. Talk to us about a treatment plan for your calcium removal.
If you want to have your own chemicals on hand, as well as pool supplies, we can deliver them for you.
Chemicals Included with your service
Standard chemicals include: acid, chlorine (shock and tabs), sodium bicarbonate, sodium carbonate and DE powder
Other Chemicals not included with your service
Other chemicals such as borates, salt, phosphate remover, algaecides, micro flocs, PoolRx, calcium hardness increaser, stain removers or scale preventatives, stabilizer, enzymes, clarifier and bromine are not included and will be charged accordingly on your service invoice.
A $25 late fee may be assessed for any invoices more than 1 day late and is at the discretion of NTx Pools. Suspended service may occur for any invoices more than 10 days late and will remain suspended until account is brought to current.
Cancellation of Service
Customers who prepay - then cancel service with no notice after the 1st of that month will not receive a refund for the remaining of the month.