Welcome to Integra Pool Service Pty Ltd! We’re dedicated to providing the best pool maintenance, ensuring your pool remains a clean and enjoyable oasis. This agreement outlines our service commitments and what we require from our valued clients for a smooth and hassle-free experience.

1. Services Offered

We offer a range of pool care services to suit your needs:

Full Service: This comprehensive service includes vacuuming, leaf raking, brushing of steps and ledges, emptying skimmer and pump baskets, backwashing (or cartridge filter cleaning), chlorinator inspection and adjustment, salt cell cleaning (as required), problem identification with proposed solutions, a 13-point digital water test, and a detailed service report with pool photos. (Approximately 45 minutes onsite)

Medium Service: Similar to the Full Service, this option excludes vacuuming. (Approximately 30 minutes onsite)

Test and Balance Service: This service focuses exclusively on testing and balancing your pool’s water chemistry for optimal health and clarity. (Approximately 20 minutes onsite)

2. Service Recurrence
To maintain a sparkling clean and healthy pool, we recommend regular service visits:

Regular Service Schedules: Full and Medium Service options are available on a recurring basis: weekly, fortnightly, or monthly during the swimming season.

Recommended Frequencies: For optimal results, we suggest fortnightly or weekly service during the swimming season (typically October to April) and fortnightly or monthly service during the cooler months.

Discounted Rates: To reflect planned service routes and efficiency, we offer discounted rates for clients who choose a regular service schedule.

Flexible Options: We also offer one-off (casual) services and less frequent recurring options for clients who require more flexibility. These services are charged at our casual rate.

Availability: Test and Balance services and casual services are subject to technician availability and may be scheduled around existing service routes.

3. Pool Size and Service Fees
Standard Pool Size: Our standard service rates apply to pools up to 75,000 liters in volume.

Larger Pools: For pools exceeding 75,000 liters, services will be charged at our casual rate, calculated based on the pool’s volume and specific needs. We will provide a detailed quote for your approval before servicing any pool exceeding the standard size.

4. Chemicals and Equipment
Chemical Supply: We believe in using top-quality chemicals to keep your pool sparkling. We supply all necessary chemicals for our standard services, and the cost of these chemicals is in addition to the service fee. This allows us to provide the best possible care for your pool and ensures we’re using products that meet our high standards.

Client-Supplied Chemicals: While we generally prefer to use our own trusted products, we may, at the technician’s discretion, use chemicals provided by the client. However, we reserve the right to decline the use of any client-supplied chemicals due to factors such as age, condition, labeling, brand, or safety concerns. We cannot be held liable for any damage or issues arising from the use of client-supplied chemicals.

Specialized Equipment: If a repair requires specialized equipment or parts not typically carried by our technicians, we’ll provide a separate quote for your approval before proceeding with the repair. This ensures transparency and avoids any surprises down the line.

5. Professionalism and Safety
Qualified Technicians: All Integra Pool Service technicians are fully insured and members of SPASA (Swimming Pool and Spa Association), adhering to their strict code of conduct.

Respectful Service: Our technicians will announce themselves by knocking on your door when entering your property and will arrive in Integra Pool Service uniform.

Safety First: We prioritize the safety of our technicians and clients. Pool service may be rescheduled due to extreme weather conditions that may pose a risk, including but not limited to thunderstorms, heavy rain, high winds, and extreme heat. Our technicians will assess the conditions onsite and reschedule service if deemed unsafe, making every effort to reschedule as soon as possible.

6. Communication and Accessibility
Service Reminders: We will send you a friendly reminder 24 hours before your scheduled service.

Technician Arrival: Your assigned technician will send a text message when they are en route to your property, approximately 10 minutes before their estimated arrival time.

Cancellation Policy: We understand that plans can change. However, cancellations or changes to your scheduled service with less than 48 hours’ notice may incur an administration fee.

7. Client Responsibilities
Pool Maintenance: To ensure the effectiveness of our service, we ask that you maintain your pool between service visits. This includes regular skimming of debris, basic cleaning, and maintaining proper water levels.

Access to Pool: Please ensure clear and unobstructed access to your pool area for our technicians. Locked gates, aggressive pets, or other access restrictions may result in additional charges or, in cases of consistent access issues, termination of the service agreement after written notice.

Reporting Issues: Please inform us of any known issues with your pool or equipment before your scheduled service visit.

8. Liability and Indemnities
Limitation of Liability: Our liability for any unintentional damage to your pool or surrounding areas during service, including that caused by equipment malfunction or unforeseen incidents, is limited to the extent permitted by law.

Indemnity: You agree to indemnify and hold Integra Pool Service Pty Ltd harmless from any claims, damages, liabilities, costs, and expenses, including legal fees, arising from pre-existing pool conditions or issues not caused by our services. Pre-existing conditions include, but are not limited to, cracks in the pool shell, faulty pool equipment, or issues with the pool’s plumbing. We strongly recommend that you maintain adequate insurance coverage for your pool and property.

9. Payment Terms
Invoice Payment: Invoice payment terms are strictly 7 days from the date of issue.

Late Payments: Late payments may incur additional fees and interest.

Delinquent Invoices: Delinquent invoices may be referred to collection agencies.

Termination Due to Non-Payment: We reserve the right to terminate the service agreement immediately if an invoice remains unpaid for more than 30 days after the due date.

10. Payment Method
Preferred Method: Integra’s preferred payment method is direct debit via our secure third-party provider, Pinch Payments.

Data Security: Integra Pool Service does not store your credit card or payment details. Your agreement for payment processing is solely between you and Pinch Payments.

11. Termination of Service
Notice Period: This service agreement can be terminated by either party with 7 days’ written notice.

Termination Without Notice: In the event that services are terminated without providing the required 7 days’ written notice, the account holder may be charged for the final scheduled service.

Outstanding Balances: The account holder will remain responsible for any outstanding balances on the account, regardless of the reason for termination.

12. Pool Warranties
Warranty Responsibility: While Integra Pool Service is committed to providing excellent pool care, we are not responsible for maintaining any warranties on your pool, its equipment, or its structure. It is the customer’s responsibility to familiarize themselves with and adhere to the terms of any warranties provided by the pool manufacturer, installer, or equipment suppliers.

Warranty Compliance: To ensure your warranties remain valid, it’s crucial to maintain proper pool chemistry and service schedules. Integra Pool Service will provide recommendations for optimal chemical balance and service frequency, but it is ultimately the customer’s responsibility to ensure these meet the specific requirements of their warranties.

Warranty Claims: Integra Pool Service is not responsible for facilitating or managing warranty claims. In the event of an issue covered by a warranty, customers should contact the relevant warranty provider directly.

13. Parts Replacement
To ensure efficient service and keep your pool running smoothly, we have a streamlined process for minor parts replacements:

Authorization for Minor Replacements: You agree that Integra Pool Service may replace any parts up to the value of $100 without prior notification. This allows us to address minor issues promptly during our service visits, saving you time and potential hassle. For any parts exceeding this value, we will provide a detailed quote and obtain your approval before proceeding with the replacement.

Ownership of Goods: All goods provided by Integra Pool Service, including replacement parts, chemicals, and other materials used in servicing your pool, remain the property of Integra Pool Service until full payment for the associated service and parts has been received.

Risk Transfer: The risk in the goods supplied by Integra Pool Service passes to you upon delivery. This means you are responsible for any loss or damage to the goods once they have been delivered to your property.

Access for Goods Removal: In the unlikely event of non-payment, you agree that Integra Pool Service may access your property to remove any goods provided. This is a standard security measure to protect our business interests.

14. Plumbing and Installation Workmanship Warranty
90-Day Workmanship Warranty: Integra Pool Service takes pride in the quality of our plumbing and installation work. We offer a 90-day workmanship warranty on all plumbing and installation services performed by our skilled technicians. This warranty covers a wide range of services, including pump installations, filter replacements, pipe repairs, and the installation of various pool equipment, ensuring your pool’s plumbing system is in top shape.

Wet Testing Requirement: To ensure the integrity of our work and maintain the validity of this warranty, it is essential that you allow our technicians to perform a wet test immediately upon completion of any plumbing or installation work. This test helps us identify any leaks or defects promptly.

Visual Inspection: In addition to the wet test, we encourage you to visually inspect the completed work alongside our technician. This allows you to identify any immediate concerns and ensures you’re completely satisfied with the installation.

Warranty Void if Wet Test Refused: Failure to allow for the wet test will immediately void the 90-day workmanship warranty. This is because immediate testing is crucial to identify any issues before they potentially cause further damage.

Customer Cooperation: To facilitate the wet test and any necessary repairs, we appreciate your cooperation in providing clear access to the work area.

Warranty Exclusions: This warranty does not cover damage caused by factors outside of our control, such as extreme weather events, improper use of pool equipment, modifications made by third parties, or normal wear and tear.
Warranty Claims: To make a warranty claim, please contact Integra Pool Service within the 90-day warranty period. We will promptly investigate the issue and, if deemed a valid warranty claim, take necessary corrective action to ensure your satisfaction.

15. Service Time and Additional Charges
Estimated Service Times: The approximate service times listed for each service type (Full Service, Medium Service, etc.) are estimates based on a typical pool in good condition.
Keeping You Informed: Our technicians are committed to transparency. If they anticipate that your service will require extra time and potentially incur additional charges, they will inform you before proceeding. This ensures you’re aware of any potential cost adjustments and can make informed decisions about your service.

Additional Time Charges: In some cases, your service may require additional time due to factors such as excessive debris, unexpected issues, or special requests. If the service time exceeds the estimated time by more than 15 minutes, additional charges may apply. These charges will be calculated at 1.5x the standard hourly rate for the first 30 minutes of extra time and 2x the standard hourly rate for any time exceeding 45 minutes.
What Might Cause Extra Time? Several factors can sometimes affect the service time, including heavy leaf build-up, algae blooms, equipment malfunctions, or requests for additional cleaning or maintenance beyond the standard service scope.

Cartridge Cleaning: One cartridge cleaning is included in the Full Service. However, if your pool requires additional cartridge cleanings during a single service visit, a fee of $10 per additional cartridge will be applied. This helps us cover the extra time and resources required for thorough cleaning.

Your Approval Matters: For significant additional time, such as when the service is expected to exceed the estimated time by more than one hour, your technician will seek your approval before proceeding with the extra work. This ensures you’re in control of the service and any associated costs.

16. Entire Agreement
This agreement represents the complete understanding between us:

Complete Terms: These terms and conditions constitute the entire agreement between Integra Pool Service and you (the customer) and supersede all prior or contemporaneous communications, representations, or agreements, whether oral or written. 

17. Acceptance
Ready to dive in?

Agreement to Terms: By engaging Integra Pool Service for your pool care needs, you acknowledge that you have read, understood, and agree to be bound by these terms and conditions.