Service agreement
UPDATED January 1st, 2025
Billing and Payment policies
Invoice
Date and Due Date: Invoices
are sent on the 15th of each month (NET 30), 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 AdjustmentsRegularly
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
To
ensure technician safety and pool/spa protection, we monitor weather conditions
in real-time using the WeatherBug App.
Lightning
Safety Threshold: If
lightning is detected within 10 miles, services will be adapted or postponed.
Weather-Adapted
Services:
Cleaning: Performed to the extent weather
permits.
Chemicals: Added as necessary.
Service
Completion: If
service or partial service is rendered, no rescheduling will occur.
Storm
Debris Policy: In the
event of excessive storm debris, services exceeding 30 minutes beyond average
service time will incur a Storm Clean-up Fee.
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.
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.