Call Recordings Please be aware that all calls made to Darn Best Spa Repair and Service (DB Spa Repair and Service), and calls made from Darn Best Spa Repair and Service are all recorded for quality assureance and traning pourposes. This recording practice helps us provide the best possible service and prevent any miscommunication should such an event arise. If you prefer not to have your calls recorded, please note that we won't be able to communicate via phone. In that case, all correspondence will need to be conducted through email or text message Service Call and Hourly Billing -All service calls are subject to a minimum charge for the first hour, covering our travel and setup time at your location. This charge is applied whether the visit duration is 5 minutes or 60 minutes. -Beyond the first hour, additional service time is billed at our standard hourly rate, divided into 15-minute increments. This means for every additional 15 minutes beyond the first hour, a quarter of the hourly rate will be billed. -Please note that the billing clock continues to run while we are on the property, including any time spent waiting to confer with clients or other authorized individuals. Parts Charges: -Costs for any parts required for service or repairs are additional to the service call and hourly charges. These will be itemized separately and require client approval prior to installation or use. Minimum Service Call Charge -Every scheduled visit by our team to provide service incurs a minimum service call charge. This charge is applied regardless of the service duration or change in service type. -For instance, if we arrive for a cleaning service and identify an issue with the hot tub that you choose not to repair, thereby concluding the cleaning prematurely, the minimum service call charge will still apply and is due for payment. This ensures that the time and resources committed by our team for each scheduled service are accounted for, even in cases where the original service scope changes or is incomplete. On-Site Presence Requirement -For each service visit, an individual over the age of 18 must be present at the property to sign off on the invoice at the conclusion of the service call. -In cases where no one will be available on the property during the visit, a credit card must be placed on file prior to the scheduled service. This card will be charged upon the completion of the service call. Unattended Service Calls -Unattended service calls will automatically cover up to 2 hours of service time, excluding parts. Billing for this period will be processed using the card on file. -Should the service call demand more than the allotted 2 hours, we will pause and seek approval for additional time and charges. Without approval, the service call will end, irrespective of the completion status. -For parts installation, prior approval is mandatory unless the total cost is below $25. Parts costs will be charged separately, ensuring transparency and authorization for each expense. -Upon concluding the service call, if the property remains unattended, you will be contacted to notify that the service is completed. The card on file will be charged by the end of the visit or no later than 7 pm on the service day. Payment Upon Early Departure -If you must depart from the property during our visit, it is imperative that the invoice be settled before leaving. This invoice will include the service call charge, any parts used up to that point, and the hourly rate for service time incurred. -In scenarios where work is ongoing and the final total cannot be ascertained, only the current total as of your departure time will be charged. Any remaining balance for additional work or parts utilized after your departure will be billed separately. -If opting not to settle the invoice upon an early departure, a valid credit card must be placed on file to assure the payment for services rendered. -This card will be charged for the total cost incurred upon the completion of the work. A detailed invoice will be provided for all charges, ensuring transparency and clarity in billing. -Ensuring a payment method is in place allows us to continue the service seamlessly, safeguarding both the client and the company against any discrepancies or delays related to payment. Invoice Payment -All service calls and completed invoices are payable upon completion without exception. This ensures the efficient management and continuation of our services. -Our pricing is non-negotiable. Discounts, if any, are offered solely at our discretion. Each service rendered is charged at our stated hourly rate, reinforcing the fairness and transparency of our billing structure. -This policy supports our endeavor to provide consistent and high-quality service to all clients while upholding the integrity of our pricing and payment standards. -Clients acknowledge that all prices are communicated and agreed upon in advance of the service delivery. This agreement affirms mutual understanding and consent to the charges for the services to be rendered. -This prior communication guarantees that both parties are well-informed and in agreement, eliminating the possibility of misunderstandings or disputes over billing post-service completion. "Do Not Exceed" Budget -For clients unable to be present at the time of service, a "do not exceed" budget can be set to facilitate uninterrupted and efficient service on your spa. This budget can be established at a minimum of $350 and above. -Setting a limit does not imply that the full amount will automatically be charged. It merely provides us with a working boundary, allowing our technicians to address all necessary repairs and service needs without the delay of seeking approval for each specific task. -This policy assures that your spa service or repair is completed seamlessly, while ensuring that expenses stay within a pre-approved financial limit, fostering trust and convenience in our service delivery. -By adopting this strategy, we advance a smooth and timely execution of all service tasks, enhancing overall customer satisfaction and service efficiency. -The predetermined budget covers the service call, hourly rate, and parts. This comprehensive coverage ensures a hassle-free service experience, allowing all aspects of the service to be conducted smoothly. -In cases where the combined costs of the hourly rate and parts surpass the set budget limit, our team will seek immediate approval for the additional expenses. This ensures that you are always in control of the expenditure and are not faced with unexpected costs. -In the event that approval for excess charges cannot be obtained, work will be halted to avoid unauthorized charges. This measure is taken to safeguard the financial interests and approval rights of our clients, assuring that you are not billed beyond your consent or knowledge. Unforeseen Issues -During a service call, it's possible to encounter unforeseen issues or complications. Especially with spas, where many interconnected electronic components work together, some problems may not become apparent until other parts are repaired or replaced and the spa is operational. -Please be aware that in some cases, resolving one issue may uncover another, previously undetectable problem. This is not a reflection of our expertise or knowledge, but rather the complex nature of spa equipment. -In such situations, we commit to maintaining transparent and consistent communication with you. We will ensure you are fully informed about any additional issues discovered and the proposed solutions. Approval will always be sought before proceeding with additional repairs, ensuring you retain control over the repair process and associated costs. -We strive for complete customer satisfaction, and part of that commitment involves setting realistic expectations and ensuring that you are not met with unexpected charges or extended repair times without prior notification and agreement. Spa Detailing -Spa detailing is billed separately from other services due to the extensive time and labor involved. The charges for spa detailing do not count towards the hourly service rate. -In the event that an issue arises post-spa detailing (for example, the spa is not functioning properly), our team will diligently work to identify and resolve the problem. We aim for transparency and fairness in such situations. -Initial troubleshooting of the issue will be conducted without additional charges. However, if the problem diagnosis extends beyond one hour, standard hourly charges will be applied for the additional time and work involved. -As with all our services, clear communication regarding any additional charges will be maintained, ensuring that you are fully informed and in agreement before any extra work is carried out. Pricing Validation - All quoted prices are valid for a duration of 30 days. Due to the changing nature of prices from our suppliers, this 30-day period is our guarantee for the quoted price. Price Re-evaluation - After the initial 30 days, any work or parts will need to be re-quoted. While prices might occasionally remain consistent, any changes will be clearly noted and reflected in an updated invoice. Follow-up Service - If a service call is interrupted due to unforeseen issues—such as a lack of power to the spa or an undiscoverable power source—and requires the expertise of an electrician or another professional, a follow-up visit may be necessary. - In such cases, charges for the initial service call and any accrued hourly rates will be due. An additional service call fee will not be charged if the rescheduled visit is made within 15 days from the original visit date. Rescheduling Beyond 30 Days - If a follow-up visit is rescheduled beyond the 30-day window, a new service call fee will apply. It remains at our discretion to waive this fee based on the circumstances. Warranty Policy -Coverage: Our services typically include both a manufacturer's warranty for installed parts and a labor warranty for the work we carry out. -Warranty Duration: The specific duration of both the manufacturer's warranty and our labor warranty will be explicitly stated on the invoice provided to you post- service. -Claim Process: Should any issues arise related to the parts we've installed or the labor we've provided, we will handle the warranty claims on your behalf. This ensures that any potential issues are resolved efficiently and in line with the terms of the warranty. -To initiate a warranty claim or report a potential warranty-related issue, please contact us directly within the warranty period as mentioned on your invoice. -Exclusions: It's crucial to report any issues within the warranty time frame. If a problem is reported after the expiration of the manufacturer's warranty and/or labor warranty, then the warranty will no longer be valid. -Timely Reporting: Claims made post the expiration of any warranty will be deemed invalid, even if you assert that the issue manifested shortly after our initial service. It is imperative to promptly report any problems to ensure they fall within the warranty's coverage period. -Claim At First Notice: Warranty claims must be made when issues first arise. Delayed claims or those made based on past but unreported problems will not be honored. -Post-Warranty Service Calls: If you require our services after the labor warranty period has concluded, a service call fee will apply, plus the hourly rate. Right to Refuse Service Policy We reserve the right to refuse service to anyone at any time, at our sole discretion. This includes instances where we have previously provided service to an individual or entity. Our decision to refuse service may be based on, but is not limited to, the following criteria: -Safety Concerns: Ensuring the safety of our employees is paramount. If a service location is deemed unsafe, or if interactions with a client become threatening or hostile, we will not hesitate to refuse or cease service. -Non-compliance: Our services require certain conditions to be met and protocols to be followed by the client. Failure to comply with our guidelines and requests may result in the refusal of service. -Outstanding Payments: Accounts with outstanding payments or a history of late payments may be subject to service refusal. -Unreasonable Demands: Requests that go beyond the scope of our standard services, goes beyond the services being provided that has been agreed on, or demands that are not feasible or safe to fulfill, may lead to the refusal of service. -Professional Discretion: There may be instances where our professionals, based on their judgment, decide that providing service is not in the best interest of either party. In such cases, we reserve the right to refuse service.