(321) 401-5101

Service agreement

UPDATED January 1st, 2025

Billing and Payment policies

Invoice Date and Due Date: Invoices are sent on the 15th of each month, covering services provided during that calendar month, due on the 14th of the month following service.
Payment Reminders: Auto-reminders will be sent 3 days before the due date and 3 days after the due date.
Payment Window: Extended payment windows require prior written arrangements via email (emandsonsllc@icloud.com) or text message (321-401-5101), with prior approval.
Payment Methods:
  • Online Portal: Credit Card and ACH Bank Payments via the Skimmer Payment Portal powered by Stripe
  • Digital Payments: CashApp, PayPal, Venmo, Zelle
  • Traditional Payments: Cash, Check


service policies

Service Suspension: Automatic suspension occurs if payment isn't received by midnight on the due date, except with prior approval.
Service Termination: Unpaid balances will result in service termination on the last day of the invoice due month, route release, and a $30 late fee for debt collection, unless prior communication is established, and payment arrangements are made.
Reactivation of Suspended Services: Suspended services can be reinstated with full payment of outstanding balances, a completed card authorization form on file, and pool recovery fees (if applicable).
Important Note: Terminated services are ineligible for reinstatement.
Cancellation: 15 days' written notice (email or mail) is required for cancellation by either party.

 

operational policies

Service Hours
  • Monday – Friday: 6:30 a.m. – 6:30 p.m.
  • Saturday (May-September): 6:30 a.m. – 12:30 p.m.
  • Closed Sundays year-round
Public HolidaysWe observe the following public holidays:
  • New Year's Day (January 1st)
  • Memorial Day (Last Monday in May)
  • Independence Day (July 4th)
  • Labor Day (First Monday in September)
  • Thanksgiving Day (Fourth Thursday in November)
  • Christmas Day (December 25th)
Service Schedule Adjustments: Regularly scheduled services falling on observed holidays will be rescheduled (if possible). Customers will receive notification of changes to their service day.
Customer Responsibilities
  • Ensure unrestricted access to pool/spa area on scheduled service days; failure to provide access will not result in rescheduling.
  • Maintain optimal water level in pool/spa or provide a functioning hose with timer for automatic filling.

 

vacation policy

Our standard 48-week billing procedure includes a 4-visit-per-month schedule.
Complimentary Extra Service Days: Four months each year include an additional, unpaid 5th service day.
Using Complimentary Service Days: We reserve these complimentary days for vacation during the off-season (cooler months), typically October to March.
Scheduled Vacation Weeks: Thanksgiving week, Christmas week, and two floating weeks (advance notice provided). Important Note: Floating weeks may also be used unexpectedly without notice if required.

 

inclement weather guidelines

For the safety of our technicians and to protect your pool and/or spa, service will be completed to the extent weather permits:

Lightning Safety Threshold
If lightning is detected within a 10-mile radius (monitored via the WeatherBug App), our technicians will not use any metal equipment, including but not limited to poles, vacuums, nets, and brushes.

Chemical-Only Service: When safe, technicians may complete water testing and chemical balancing during inclement weather.

Service Completion: Partial or full service during inclement weather will be considered a completed visit. We do not reschedule due to weather unless no part of the service could be performed safely.

Storm Debris Policy: If a storm causes excessive debris and service takes more than 30 minutes beyond the usual visit, a storm clean-up fee will apply. Customers will be notified beforehand.



repair guidelines

Routine Maintenance: Repairs under $50 are completed and billed on the next monthly invoice.
Authorized Repairs: Repairs over $50 require customer authorization before commencement.

High-Value Repairs: Repairs over $250 will be billed upon completion rather than included in the monthly invoice.

Emergency Repair Priority: Emergency repairs take precedence over routine maintenance repairs.

 

communication guidelines

Phone calls, texts, and emails are responded to during hours of operation.
Emergencies: Leave a voicemail and/or send an email/text message marked EMERGENCY for prompt response.
Feedback and Suggestions
We strive for excellence. Help us improve by:
  • Sharing your positive experiences online.
  • Referring friends and family.
  • Reaching out privately to discuss feedback, questions or suggestions via phone, email, or text.

 

changes to policies

We reserve the right to modify or update policies. Customers will be notified of any changes.

 

acknowledgement and acceptance of terms

By engaging the services of AP McDonald Services, LLC DBA E&M Sons Pool Service, customers acknowledge and accept these policies and guidelines, acknowledging that they have read and understood the terms outlined herein.