Policy Sheet

Pool Heaven Managed Annual Filter Service: Unless the customer has registered for customer managed filter service, the customer is registered for this. This service is usually $160 and needs to be done once or twice a year. We will monitor and schedule this service and we will replace all compromised parts including manifolds, grids, tank o rings, etc. without authorization. We will leave all compromised parts at your system area for you to inspect. We only replace what is necessary and we try to schedule this filter service on your cleaning day. This service costs less than the other option below, because it saves time and is more efficient. We  try to bundle jobs near each other and schedule for efficiency to save on time for communication, driving, parts pick up, urgency, etc. 

Customer Managed Filter Service: If requested, the customer will manage scheduling and/or filter cleaning to avoid unknown maintenance visits/charges. Please email us to register your account as customer managed if desired and not already registered. The customer can email or call to schedule us to perform the filter service with notice for $180. 

Annual Extra Chemical Fee:  swimming pools only, not spasConditioner, non-chlorine shock, phosphate remover, and special non-metallic algae preventing powder (Krystal Klear) will be added as needed to keep your pool properly sanitized, sparkling clear, and algae free at all times. Sometimes you may still get algae and we will then add a large algae treatment with these chemicals and extra chlorine. These chemicals are expensive and necessary to maintain pristine conditions in your pool. They are safe to swim in and work in connection with each other. This fee is $150  and is billed for in April and covers you for the whole year.

Vacation & Holiday Policy:  We take a week off for Easter, Thanksgiving, and Christmas. We usually take the week of or week after the holiday off, but please call the office if you want to know exactly which week we’re taking off. For Bi-weekly accounts, this means your pool or spa will go 3 weeks between visits. For other holidays (like July 4th), if your service day falls on the same day we may either service your pool or spa the day before or after the actual holiday.   

Office Hours:  Our business hours are Monday through Friday from 9 am to 5 pm. 

Water Level:  Due to insurance liabilities, we are not allowed to add water to your pool or spa, so please keep an eye on your water level and fill as needed. Proper water level should be maintained at mid-tile to ¾ of the tile line. 

Salt Systems:  The salt cells have life spans of 3-5 years and range from $700 to $900 to replace. These cells need to be inspected and cleaned in an acidic solution for proper maintenance every 3 – 6 months. There is a $40 fee for this service. We also have to charge $25 per 40lb bag of salt  that we have to add to your pool as they are heavy and have to be hauled from our suppliers to your pool. If you leave salt bags by your pool equipment, we will add them for free.  

Rain & Wind Policy:  In the event of rain, we will clean out baskets, check and balance chemicals, and come back on our next service visit to clean your pool or spa. Cleanup after wind can be difficult, so please bear with us. Some pools can get extremely leafy and dirty, so we do our best. We will focus on removing large debris, cleaning baskets, water flow, and balancing your chemicals. Multiple service visits may be necessary to get back to that normal sparkle. 

Gate Entry:  Please ensure that we can access your pool on your service day. Make sure gates are unlocked if we do not have a key and make sure that dogs that sneak out/ run away and aggressive dogs are inside. If we cannot access your pool on your normal service day, there will be an extra charge if we have to return or service will be missed that week.

Automatic Cleaner & Equipment problems:  If you are ever concerned that your pool has an issue or is not working correctly please turn your system off. Please be aware that automatic cleaners often become clogged with larger debris however if the water is still flowing in your pool this is not a problem. We will check out any problem on our next service visit at no charge. However, you may be charged if we have to make an extra service visit.

Billing:  Every monthly service payment is due by the end of the month. There will be a late fee of $5 or 1.5% of the total amount owed (whichever is greater) every month if payment is not received by the end of the month for services provided.

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