TERMS AND CONDITIONS

Customer Responsibilities

The customer is responsible for

1. Respecting the recommendations given by Aquassurance (henceforth referred to as the company) in order to ensure the proper functioning of the pool and the good quality of the water. Otherwise, the company will not be held responsible for any deteriorations related to the pool’s water quality as well as any of its other components.

2. Being available for the entire day of the scheduled appointment, unless the service can be completed by the company without the customer being on site or if an exceptional arrangement was prepared in advance.

3. Communicating all information related to the condition of the pool’s equipment and any of its other components, especially those essential for the price calculation of the agreed-upon services provided by the company. Otherwise, the customer has the responsibility to abide by the solutions proposed by the company in order to reasonably rectify the issue. If the customer refuses to abide by the solutions in question, the company reserves the right to cancel the contract. In the event that such a cancellation occurs, a cancellation penalty will be applied.

4. Clearly communicating the requested technical specifications associated with their pool and/or hot tub to the company, particularly those directly affecting the calculation of service costs. If it is discovered that the client has been dishonest, additional fees that take into account the actual needs of the client will be applied, and the company reserves the right to cancel the services if the client refuses to pay the fees. A cancellation penalty will then be added. The same condition applies to any other incorrect information that the client provides to the company, such as the address where the service should take place. 

5. Ensuring a work environment that is safe and welcoming for any and all employees or representatives of the company working at the job site. The client has the responsibility to provide a workspace that is devoid of any dangerous forms of waste material or any other potentially harmful objects capable of physically or otherwise injuring any person at the job site. No pet of any kind capable of hindering the execution of the service in question can be allowed to have access to the workspace being used by the company. The customer must also make sure that no object, person or other entity at the job site obstructs the execution of the service in question.

6. Providing the entirety of the pool chemicals required for the service in question, unless the contract in question indicates that the company will be providing any and all pool chemicals in the customer’s place. The customer must notify the company at least 7 days before the date of the appointment in the event of a lack of one or more chemical products capable of hindering the company’s ability to execute the service in question. If the customer decides to not respect the conditions outlined in this paragraph, the customer will be obligated to pay a penalty equivalent to the sum of the travel costs related to the team providing the service and the cost of 0.5 hours of on-site work done by that same team. The company will also have to reschedule the date of the service. If the customer refuses to reschedule the service to a future date, last-minute cancellation fees will be applied. If the customer expresses wanting the company to replace certain chemical product stores in their place, this would constitute supplemental travel and would thus require an additional fee.

7. Maintaining an adequate water level at all times (the water level should be around halfway up the skimmer opening) in order to avoid deteriorations or failures affecting any of the pool’s components. The company will not be held responsible for any deteriorations or failures affecting any of the pool’s components if they are the result of an excessively high or low water level or any other form of negligence from the customer.

8. Ensuring that the pool’s equipment is always visible and accessible throughout the entire day of the appointment. Any on-site representative reserves the right to reschedule the appointment to a future date if the equipment is not accessible. Any fees associated with the rescheduling of the appointment in this case will be charged to the customer.

9. Treating any and all representatives of the company with professionalism and respect. Any and all forms of aggression jeopardizing the safety and/or health of one or more company employees will not be tolerated. At any time, the company reserves the right to cancel the contract without any sort of reimbursement or notice. Any and all outstanding balance will also need to be paid, unless the company decides it is not necessary. Legal action may also be undertaken.

10. Respecting the norms related to electrical power outlets of their home as indicated in the Code de Sécurité et le Code de Construction de la Régie du Bâtiment du Québec, all while ensuring, at all times, easy and safe access to a minimum of two distinct and separate 120 V power outlets located outside the home. Otherwise, additional fees will be charged to the customer.

11. Being present while the work related to the service is being completed if the work is being done on a rental property.

Schedule

Any and all appointments scheduled in advance can be modified. The company reserves the right to reschedule an appointment no less than 5 days before the agreed-upon date, unless extreme circumstances come into play.

Canceling an Annual or a Seasonal Contract

An annual or a seasonal contract involving services such as regular maintenance, an opening, and a closing, among others, can be canceled by the customer without any penalties of any kind as long as the company is given a notice of at least 30 days.

If applicable, the customer will receive a full reimbursement for any prepaid services falling outside of the 30-day cancellation window that have not yet been completed. However, the services that fall within the 30-day cancellation window must be paid for in full, regardless of whether or not they were paid for in advance, even if the customer decides to cancel the services that fall within the window in question (unless extreme circumstances are at hand, according to the company's discretion).

The company can also cancel an annual or a seasonal contract with a notice of at least 2 weeks. In the event that such a cancellation occurs, all remaining services will be reimbursed, assuming they were paid in advance.

Canceling a Contract for a One-Time Service

The following conditions are only applicable when it comes to contracts involving a one-time service. These conditions cannot be applied to annual or seasonal contracts.

In the case of a contract for a one-time service, the associated appointment can be rescheduled without any repercussions at most 48 hours before the planned day of the appointment at midnight, unless extreme circumstances are at hand. The company reserves the right to pass judgment regarding the validity of a claim of extreme circumstances. If the customer cancels their appointment without rescheduling it, all while respecting the 48-hour limit, the customer will be completely reimbursed for the service in question, assuming the payment was done in advance.

If the cancellation is requested between 48 hours and 24 hours before the planned date of the appointment at midnight, the customer will be obligated to pay a penalty equivalent to 50% of the total price of the service after taxes. If the cancellation is requested 24 hours or less before the planned date of the appointment at midnight, the customer will be obligated to pay a penalty equivalent to the total price of the service after taxes.

Waste 

Garbage bags and/or waste resulting from a provided service will be left at the job site to be disposed of by the customer. The customer can nevertheless request that the on-site company representatives dispose of the bags in a specific area of the property, as long as it can be done in a simple and safe manner. The company may also dispose of any waste in the customer’s place, for an additional fee, but only if the customer obtains the company’s permission before the date of the service.

Repairs

All repairs deemed necessary by the company will only be performed once the customer has consented to them either verbally or in a written manner. The customer will be informed regarding the approximate fees associated with the repair(s) that are to be done. If the customer refuses to abide by the recommendations pertaining to the required repair(s), the company will not be held responsible for any deteriorations or failures that may ultimately affect one or more of the pool’s components as a result of the repair not being carried out. If the customer’s refusal to allow the repair to be implemented jeopardizes the company’s ability to complete the required services in a safe and reasonable manner, the company reserves the right to cancel the contract immediately, and the customer will thus be reimbursed for the remaining services outlined in the contract, assuming they were paid for in advance.

Supplemental Travel

Additional fees will be applied if supplemental travel is required outside of the usual appointments and/or as they are being completed, especially if the customer failed to uphold their end of the agreement as indicated in the given contract. This applies to both recurring and non-recurring services. If the supplemental travel is necessary due to a mistake made by the company, no additional fee will be charged to the customer. For certain purchase requests involving the in-store purchase of certain products or parts, only the cost of the product or the part itself will be charged to the customer.

Travel Costs

Despite its usefulness, our automated online booking platform is unfortunately incapable of integrating the customer's address into the service cost calculation. In the long term, this limitation will be rectified, but for the time being, it is a detail that will need to be effectively worked around.

Thus, the travel expenses will be charged using a fixed-cost pricing system employing a single travel cost for each of the Montreal metropolitan areas in which we commonly operate.

Please refer to the interactive map of the metropolitan area of Montreal that can be found at the end of the page to find out what the fixed travel cost is for your region.

Payment

For all contracts other than annual contracts and regular maintenance contracts, the payment must be done on site, the day of the service and as soon as the service has been completed. If the customer refuses to pay for the service by using one of the three mentioned methods (cash, credit card or debit card), the payment will have to be postponed to a later date, and it will need to be done by using one of the payment methods offered by the company.

For contracts involving regular pool and/or hot tub maintenance services, the associated recurring payments can be paid in one of two ways. The customer may choose to either pay for the total cost of the maintenance services in a single payment or they may choose to pay on either a weekly, bi-weekly (once every two weeks) or a monthly (once every four weeks) basis through online credit card payments or another method of payment approved by the company. In the case of recurring online payments, such payments can be completed automatically, without the need for the customer to take action in any way, if necessary.

In the event of exceptional circumstances, the company understands that it is sometimes impossible to pay for the agreed-upon amount on time. In order to avoid additional fees, the customer must perform the necessary payment within a maximum delay of 14 days following the completion of the provided service. If the customer fails to meet this deadline, a penalty of $50 will be added to the existing amount due. In the event that the delay surpasses 30 days, the company reserves the right to use legal action against the customer.

At the end of the service visit, the travel cost associated with your area will be charged along with other items on the bill. You can pay the total amount either automatically by credit card or in person using credit card, debit card, or cash. If paying in cash, please note that the team present on the service day may not have change.

New clients might be asked to confirm their payment method's validity before the service date. Refusal to cooperate may lead to a cancellation of the booking.

Additional Terms

1. The company will not be held responsible for broken items of any kind, unless the broken item is the result of a mistake made by the company or an instance of negligence on the company’s part.

2. In the event of either a yellow algae or black algae bloom, the company does not guarantee the elimination of the algae bloom and will not be held responsible for the algae bloom in question.

3. If the customer fails to abide by the obligations mentioned in this contract, the company cannot guarantee the good quality of the water and that of the other components of the pool if the customer behaves in a negligent fashion. 

4. The company will not be held responsible for any potential chemical and/or physical repercussions arising from environmental factors outside of the company’s control such as the quality of the water provided by the customer’s municipality and/or an extraordinary use of the pool.

5. The service will be completed at the address outlined in the contract.

6. Any and all parameters and/or clauses pertaining to this contract can be modified at any time by the company. In such a case, the customer will receive a new copy of the contract that includes any recent modifications. The signature of the contract will remain valid, unless the customer decides to cancel the arrangement due to the nature of the recently added modifications affecting the contract.

7. The company does not guarantee the full clarity of the water after the opening, unless it is mentioned explicitly.

Confirmation of Agreement

By accepting the quote in question, the customer attests that they have read and understand the totality of the contents of the contract and that they accept all of its terms and conditions. Additionally, the customer confirms that they are completely satisfied with the totality of the contents of the contract.