Legal

Our guarantee

What we put in writing. Each one carries what happens if we get it wrong, and the conditions it runs under.

Draft — requires legal review

The eight promises below are the owner's confirmed operational commitments. Each carries a remedy, which is what makes it honourable rather than aspirational, and its own conditions, which is what makes it bounded. Both need review: a condition must never be drafted so widely that it swallows the promise it sits under. Still outstanding is the general exclusions section — severe weather, access we were not given, customers not contactable to approve work, and how a claim is made and within what time. Those clauses decide every dispute.

01We turn up when we said

You get a three-hour window, not a vague day. If we are going to miss it, you hear from us before the window starts.

If we get it wrong: Turn up outside your window without that call, and your next visit is half price.

The conditions

Applies to scheduled maintenance visits, not to emergency callouts, which are fitted in as fast as we can rather than to a window.
The window is the one confirmed when the visit was booked. If you move the booking, the new window applies.
A call, text or email before the window starts counts as letting you know. We use the contact details you gave us, so please keep them current.
Bad weather can move a visit, but it does not excuse us from telling you. The remedy applies whenever we miss the window without notice, whatever the reason.
The half price applies to your next scheduled maintenance visit, one claim per missed window.

02We do not quietly skip a visit

Your pool has a scheduled visit and we keep it. No silent gaps, no invoice for a week we were not there.

If we get it wrong: If we do miss one, we are back within two business days.

The conditions

Business days are Monday to Friday, excluding public holidays.
A visit you asked us to skip, move or pause is not a missed visit.
If we came but could not get to the pool — a locked gate, a dog out, an alarm we were not told about — that is not a missed visit. We turned up, so the visit is billed as normal. We will tell you the same day and get you booked back in.
You are not billed for a visit we did not make.

03The same person looks after your pool

One pool specialist takes your pool on and manages it. You are not sent whoever happens to be free that week, and you are not explaining your gate code to a new face every visit.

If we get it wrong: On the rare visit they cannot make, you are told who is coming before they arrive.

The conditions

Applies to regular scheduled servicing. One-off jobs and emergency callouts go to whoever can get there soonest.
Leave, illness and people moving on are the reasons this changes. When it changes for good, we tell you and introduce whoever is taking over.
If you would rather a different specialist, ask. You will not be asked why.

04You can see what we did

Every visit you get your water readings written down, a photo of the pool, and a note on anything we found.

The conditions

Sent after each completed maintenance visit, to the contact details you gave us.
The photo is of the pool on the day. It is a record of the visit, not a survey of the property.
Where we could not finish a visit, you get a note saying why instead.
Readings are what we measured on site at the time. Water moves — they describe that visit, not the days after it.

05Nothing gets replaced on our say-so

If we think a part needs replacing, you get photos of the actual part and an explanation of what we are looking at, before there is a quote. You should not have to take our word for it on something you cannot see.

If we get it wrong: No photos and no explanation means no replacement. Ask us for them and the job stops until you have them.

The conditions

Applies to equipment replacement we recommend. It does not apply to consumables already inside your agreed scope, like chemicals.
The photos are of your part, as we found it.
If you have already told us to go ahead without them, we will take you at your word — but we would rather you looked first.
Where something has failed in a way that is unsafe or is losing water fast, we may need to make it safe before anything else. You are told what we did and why as soon as it is done.

06The price does not move

Your regular visit is a fixed price. Not an estimate, not a starting point.

If we get it wrong: Nothing gets added to it without us ringing you first and getting a yes.

The conditions

The fixed price covers the regular scope you agreed to. Repairs, parts and extra work sit outside it and are quoted separately.
We can review the price of ongoing servicing, and if we do you get at least 30 days notice in writing before it changes. It never changes on an invoice you were not warned about.
If a visit needs materially more than the agreed scope — a pool left for months, storm debris through the whole thing — we stop and quote it rather than doing it and billing you.

07If we gave you a timeframe, we come back and check

When we tell you a pool will be clear in three days, that is a commitment, not a hope. Green pool recovery gets a timeframe up front.

If we get it wrong: If it is not where we said it would be, we come back and check it at no charge.

The conditions

Applies where we have given you a timeframe in writing.
The return visit — inspecting and retesting — is free. If more work is needed, we tell you what and why before we start.
It assumes the pool was left to the plan: the pump run for the hours we asked, and nothing else tipped in. Other products added in the meantime change the chemistry and we cannot predict around them.
Storms, a sudden heavy bather load or a top-up from bore water can all move the result. We will say so plainly rather than hide behind it.

08When something breaks, you are not waiting a fortnight

Same-day attendance is often available, and we will tell you honestly on the phone whether today is realistic.

If we get it wrong: Either way, a breakdown gets a technician on site within three business days. That one is guaranteed, not hoped for.

The conditions

Three business days means a technician on site and looking at it. It does not mean the repair is finished on the day.
Where a part has to be ordered in, we tell you the expected date when we have it. The three days covers getting to you, not the supplier.
Applies to pool equipment we service. Something we have never seen may need a specialist, and we will say so rather than guess.
Same-day attendance depends on where you are and what the day already looks like. It is offered, never promised.

09What we have not promised

DRAFT. We have left the exclusions out rather than guessing at them, because a guarantee with vague exclusions is worse than one with none.

To be drafted: weather and storm events, visits we could not complete because we could not get to the pool, what happens when we cannot reach you to approve work, and what falls outside the three-business-day breakdown response — parts that have to be ordered in are the obvious one.

10This sits on top of your legal rights

This sits on top of the rights you already have under the Australian Consumer Law. Those rights cannot be taken away, and nothing here limits them.

Under Australian Consumer Law, services must be carried out with due care and skill, be fit for the purpose you asked for, and be supplied within a reasonable time. Any promise we make on top of that, we also have to keep.