Potential, new & existing customers

Refer to our service policy below for more detailed information about billing, services offered, weather, and our vacation policy.

Service:

Our full service pool care includes chemical testing, brushing of the walls and tile, emptying of pump and skimmer baskets, netting, removal of debris, vacuuming as necessary, and checking pool equipment to ensure it is functioning properly. Liquid Chlorine, Muriatic Acid, Algaecide, Conditioner, Salt (salt pools only) and Chlorine Tablets and filter cleans are also included.

On Spring and Summer holidays, all pool service stops may be treated as chemical stops only. On Fall and Winter Holidays, all pool service stops may continue the following week. Your service day will not be switched. If a gate to enter pool area is locked and no one is home to unlock it, please be sure to provide your pool service technician with either a key or the combination to any locks. If your pool is inaccessible, your pool service will continue the following week. An additional visit will not be made to your pool during the same week and your bill will not be prorated. If you have an “aggressive” dog that is out, we will not enter the backyard. If no one is home to put the dog away, your service will continue the following week and your monthly bill will not be prorated.

Weather:

In bad weather, such as severe winds, excessive heat, or hard rain, all pools are treated as chemical stops only if weather is occurring while we are servicing the pool; your service day will not be switched. Windy conditions can sometimes cause inconsistencies with your day of service and may require the pools to be serviced twice or more before it is entirely cleaned. Pricing is based under normal weather conditions. Extra service fees may apply to severely weather damaged pools.

Termination:

All services are month to month and may be terminated by either party for any reason. Please note that we are not responsible for calcium build-up in your pool or spa. We are also not responsible for filling up your pool or spa with water when low. We will notify the homeowner when water level is low.

Billing:

Payment for monthly pool service is required at the beginning of each month. Invoices will be sent in advance for notification. Due dates are included on the invoice along with any other pertinent details. Please be sure to read invoices carefully. For full service customers, a two week grace period will be extended to allow for payment to made while service continues. Service will be discontinued after the two week grace period if payment is not submitted. Service will resume once payment is received. Chemicals only services will be subject to late fees of 10% of the invoice value. Should difficulties arise please feel free to contact the staff at Crystal Waves and we will be more than happy to work with you to continue service. For all other services in total of over $500.00 including Green-to Cleans, a deposit of 50% is required and final payment is due immediately upon completion of work, NO EXCEPTIONS. Outstanding debts will be sent to collections. Our monthly automatic-billing, is done securely through Freshbooks- our billing software. We accept payments of cash, check, and/or credit cards.

Vacation:

Pricing is based on a 4-week month. Therefore, the customer is only responsible for payment of 48 out of 52 weeks per year. There are 4 weeks per year we do not bill for. 2 of those weeks are reserved for vacation; the week of Thanksgiving & Christmas. The other 2 weeks are reserved for sickness, jury duty or other personal matters.