Policies & Procedures
Policies & Procedures
These Policies & Procedures are in effort to provide clarity to Hang Loose Pool Services, its valued customers and its pool technicians. Although we do not require a signed contract or agreement from our weekly maintenance customers, by requesting/continuing maintenance from Hang Loose Pool Services you are agreeing to the following Policies & Procedures:
SERVICE DAY: The day your pool is serviced will be determined by our nearest existing service to your location at the start of pool service. Once your service day is determined, we will do our best not to change it, but a shift in business may affect the service day and you will be notified of any permanent change. When unforeseen issues arise the service day may change without notice. If the normal pool service day is missed due to unforeseen issues, our Pool Technicians are advised to go the next day. If you believe the pool was missed please give us a call within 24 hours and we will send someone out as soon as possible.
GATE ENTRY: Please ensure that we can access your pool on your service day. Make sure gates are unlocked. The customer has the option to provide Hang Loose Pool Services a gate key or code to be noted on the customer’s account. It is the customer’s responsibility to notify us of any changes to accessibility in advance of their scheduled cleaning day. Customers need to make sure that dogs that sneak out/run away or are aggressive remain inside during time of service. If we cannot access your pool on your normal service day, service will be missed that week.
POOL WATER LEVELS: Customers are responsible for Water level. Proper water levels of your pool and spa should be maintained half way up the skimmer mouth at all times. We can not be held responsible for any damage due to failure to maintain proper water levels. your Pool can lose around 2 inches or more per week from evaporation, and more from swimmer splash etc. It is very important to maintain proper water levels. Our Pool Technicians will not add water or drain the pool due to insurance liabilities. Customers are responsible for adding water or draining the pool.
TRASH CANS: Please have a trash can available near the pool in order for us to dispose of leaves and debris, It is very difficult to clean a pool with out it. NOTE: We may have to put leaves and debris in the nearest bush if no trash can is available.
FILTER CLEANING: All filters will be cleaned as needed when the filter pressure is 8 to 10 lbs over the filters clean starting pressure or there are signs of suction loss. Typically, filters need to be cleaned 2 to 4 times per year depending on how much use the pool gets and by how much dirt and debris gets into the pool throughout the year. Filter cleanings are not included in your monthly service charge and will be billed at the time the filter is cleaned. We will notify you when the filter needs to be cleaned before we clean it. NOTE: If you prefer to clean your own filters please let us know.
REPAIRS: Any repairs needed will be done after an estimate has been given and been approved by the customer. With any new equipment installation or any large repairs ($200 or more), a deposit may be required. During busier times of the year, certain repairs or installations could take up to two weeks to schedule based on work load and ordering parts and materials.
WEATHER:
RAIN- If it is raining when we come to service the pool, our Pool Technician will add chemicals if needed, Clean out baskets and Net debris if possible, but a full cleaning service will not be performed that week. (Credits or refunds due to rain, can not be given nor will we have the opportunity to return to make it up that week.) We will return on the next scheduled service day and clean the pool as normal. In extreme cases when rain is very heavy, Hang Loose Pool Services will make a judgment call and service may be canceled for that week. Your cooperation and understanding is appreciated during inclement weather.
WIND- Cleanup after wind can be difficult, so please bear with us. Some pools can get extremely dirty, so we do our best. We will focus on removing large debris, cleaning baskets, water flow, and balancing your chemicals. Please keep in mind that it is our goal to clean your pool as quickly as possible, but multiple service visits may be necessary to remove all the leaves from the pool. We will do the very best we can, be patient, it may take a few weeks to get the pool looking good again. NOTE: During Strong Winds at the time of service, It is very difficult to clean the pool properly, So our pool technicians will clear baskets check chemicals and net service if possible. They may not spend much time because debris just blows right back in. We recommend homeowners clear out baskets during and after wind events a few times per day to insure proper water flow to the pump.
LIGHTNING- When lightning is in close proximity, for the safety of your pool technicians, there will not be any use of a pole therefore your pool will not be skimmed, brushed or vacuumed. However, the Pool Technicians will check and balance water chemistry, empty the skimmer baskets and pump baskets.
CUSTOMER RESPONSIBILITIES:
Pay monthly bills on time. Payments should be made by the 15th of the following month.
Maintain the proper water level in your pool.
Provide a clear path to your pool and equipment area. This includes keeping side yards free of clutter and obstacles for safe and easy entrance. This also includes picking up after your pets. Please refrain from using equipment areas for storage. We need access to the equipment as well as a clear visual to detect any problems or leaks.
Please try to remove any rocks, children’s toys, patio furniture, etc. that may be at the bottom of pool, as sometimes we are unable to get these items out.
Have a reasonable expectation. This is essential for us to have a good relationship with our customers. There are many factors that influence the overall condition of your pool. A few examples are extreme winds and rain. During heavy winds, we could easily spend two to three times our normal amount of time to service your pool. However, if we did this, we would not be able to get to all of our customers so we will allot the maximum amount of time possible to get your pool working as efficiently as possible and still be able to provide service to everyone. We also ask that you be understanding that not all pools are the same and service needs and requirements vary from pool to pool and from season to season. The amount of time spent servicing your pool will be determined by what the pool needs that week, not based on how long it took the week before.
Run your pump every day. We understand that everyone wants to conserve energy, however, during the spring and summer months when the temperature is hotter and the pool is getting more use, you’ll want to run your pump a minimum of 8 hours per day. During the fall and winter months when the weather is colder and the pool is not being used as frequently, you can shorten the run time to 4 or 5 hours per day. It is important that you do not reduce your pumps run time shorter than 4 hours. Anything less will not allow the pool to circulate or filter properly which results in algae and bacteria growth that chlorine alone cannot kill. NOTE: Hang Loose Pool Services does not accept any liability for a swimming pool going green which is outside their reasonable control, eg weather conditions, equipment breaking down between visits and other factors.
INVOICING: All customers with email addresses will get their invoices electronically unless otherwise requested. Invoices will be sent out towards the end of each month and will be due by the 15th of the following month. This is so that we can purchase chemicals in bulk in order to keep costs as low as possible and pass that savings on to our costumers. NOTE: After the 15th of the following month without a payment, we have the option of discontinuing service or collecting your monthly fee prior to the start of each month.
PAYMENTS: We have many options for Payments. We Accept Cash, Check, and Square.
REFERRAL REWARDS PROGRAM: For every new customer that you refer to Hang Loose Pool Services and that signs up for service, you will receive one month’s service for free. (After that new customer has made their first full month payment.)
VACATION & HOLIDAY: There will be a few times throughout the year that your pool will not be serviced to allow time off for holidays, vacation & emergencies. Advanced notice will be given to each customer through an e-mail. When a pool is scheduled to not be serviced we add as much chemical as is safe to the prior week so your pool remains balanced. We will also add any needed chemicals when we return.
HOLIDAYS:
Thanksgiving Week: Hang Loose 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.
HANG LOOSE POOL SERVICES IS ALWAYS GROWING: To provide the best possible service to our customers Hang Loose Pool Services will occasionally hire new pool technicians to help. So, there will be times you may not have the same pool technician each week. We are very particular on who we hire and make sure new pool technicians are properly trained on pool service procedures so we can continue to provide the best quality pool service. Hang Loose Pool Services will make sure your pool is well taken care of. If you have any concerns, please give us a call immediately and we will remedy any problems promptly.
RATE INCREASES: To keep up with cost of living increases and rising costs of chemicals, etc., there may be a 3% to 5% increase on all service charges yearly. Other Rate increases may occur for Services Labor or products. We will notify customers when there is going to be an increase.
CANCELLATIONS: Cancellations can be made at anytime for any reason by both parties, either in writing or by phone. We do not have a contract locking you in, So If you need to stop service, you can cancel for any reason with no penalties. You are responsible to pay any unpaid balance. Hang Loose Pool Services can stop service at any time with no notice for any reason. A courtesy email or call will be made at the termination of service and before the next service day.
Thank you for being a valued customer of Hang Loose Pool Services.
We appreciate your business and strive to deliver quality pool service!