Terms & Conditions

Integra, we, us and our mean Integra Pool Service Pty Ltd (ABN 91 668 757 337).

Customer, you and your mean the person or entity identified as the customer in our accepted quote, proposal, booking confirmation, service agreement or invoice. If an agent instructs us for a disclosed principal and we accept that arrangement, the principal is the customer unless the documents state otherwise.

Services include pool and spa maintenance, water testing and balancing, cleaning, service reporting, inspections, fault diagnosis, recovery work, equipment servicing, repairs and installations, together with any related supply of chemicals, parts or other goods.

Site means the property or location where services are requested or goods are delivered. Business Day means a day other than a Saturday, Sunday or public holiday in New South Wales.

2.1 These terms apply when Integra supplies goods or services, unless we agree otherwise in writing.

2.2 Submitting an online form, requesting a quote or proposing a preferred date does not create a confirmed booking. A contract is formed when Integra accepts the request by confirming the booking, accepting the customer onto a service program, issuing a written acceptance, or beginning authorised work at the customer's request.

2.3 By instructing us, the person giving the instruction confirms that they are at least 18 years old and have authority to approve access, work and charges for the customer or disclosed principal.

2.4 If contract documents conflict, the following order applies, highest first:

1. a later written variation signed or clearly accepted by both parties;
2. the accepted quote, proposal or service agreement;
3. the booking confirmation or agreed service schedule;
4. the service-specific description supplied or linked when the booking was accepted; and
5. these general terms.

2.5 An invoice records amounts payable but does not retrospectively add a new material term that was not disclosed or agreed when the contract was formed.

3.1 The included work is the work described in the accepted quote, proposal, service agreement, booking confirmation or relevant service page. Service types may have different tasks, exclusions, frequencies and onsite time allowances.

3.2 We will use reasonable care and skill to perform the included work within the agreed allowance. Pool condition, access, equipment design, debris load and safety conditions affect what can reasonably be completed during a visit. Work outside the included scope or allowance may require customer approval, an additional charge or a separate visit.

3.3 Unless expressly included, routine service does not include major filter strip-downs, green-pool recovery, stain treatment, leak detection, structural assessment, pool-barrier inspection, microbiological laboratory testing, electrical work, plumbing or building work, specialist fault diagnosis, repairs, replacement parts, maintaining the pool water level or rectifying pre-existing defects.

3.4 Routine equipment observations are visual and operational checks available during the visit. They are not a comprehensive condition report, warranty inspection, safety certification or guarantee that a latent or intermittent fault does not exist.

3.5 Work requiring a particular licence, authorisation or specialist competency is undertaken only when expressly accepted and allocated to a suitably authorised person or external trade.

4.1 A recurring service continues at the accepted frequency until either party ends it under these terms, unless a fixed term is stated in a separate agreement.

4.2 Regular residential services are route-based. We will allocate a service day or service window, but do not guarantee an exact arrival time. Routes may change because of public holidays, weather, traffic, staffing, site conditions or operational requirements. We will provide notice where reasonably practicable.

4.3 Weekly, fortnightly and monthly describe the intended recurrence, not a guarantee of the same calendar date or an exact number of days between every visit. Public-holiday visits may be brought forward or moved to the next suitable Business Day.

4.4 Regular service prices may reflect route efficiency. A replacement visit requested outside the normal route or recurrence is a separate booking and may be offered at the current casual or call-out rate disclosed before confirmation.

4.5 Skipping, pausing or reducing service does not suspend the pool's maintenance needs or transfer responsibility for conditions that develop between visits to Integra.

5.1 Chemicals and consumables are charged separately unless the accepted scope expressly says they are included.

5.2 Where chemical balancing forms part of the service, the customer authorises Integra to test the water and supply and apply the chemicals reasonably indicated by those results and the known pool conditions. Product types and quantities vary with pool volume, current readings, weather, bather load, contamination, source water, equipment operation and the time since the previous treatment.

5.3 Because those variables cannot be known in advance, we cannot guarantee a fixed chemical cost. A customer may ask us to record an approval limit, but that limit applies only if Integra accepts it in writing. If the required treatment exceeds an accepted limit, we may contact the customer, apply only the approved treatment, recommend an additional visit, or leave the pool out of balance and record that outcome.

5.4 Test results describe the water sample at the time and location tested. Chemical levels can change rapidly after the visit. Unless expressly contracted, a service report is not a declaration that the pool will remain clear, balanced or suitable for use until the next visit or on a particular future date.

5.5 Weather, heavy use, organic load, equipment faults, circulation limits, water loss, contamination, third-party chemical additions and missed maintenance can cause water quality to deteriorate despite a properly completed visit. Further treatment, cleaning, filtration or repairs may be required and charged separately after approval.

5.6 The customer or site operator remains responsible for deciding whether a pool should be open or used. If water quality, clarity, circulation or safety is uncertain, the pool should not be used until appropriately assessed.

The customer must take reasonable steps to:

• provide accurate contact, site, pool, access and billing information;
• maintain a safe route to the pool and plant room and disclose known hazards;
• provide lawful access, working water and electricity, adequate circulation and an appropriate pool water level;
• secure dogs and other animals away from the technician and work area before arrival;
• tell us about recent chemical additions, contamination, unusual use, renovations, known faults and changes made by other contractors;
• operate, supervise and maintain the pool between visits to the extent required for the site; and
• read service reports and act within a reasonable time on urgent faults, safety warnings and recommendations.

Unless expressly included, Integra does not top up the pool, provide utilities, supervise swimmers, manage pool barriers, perform daily customer checks or continuously monitor equipment between visits.

7.1 The customer authorises Integra and its assigned personnel to enter the agreed service areas at the confirmed time or on the allocated route day. A customer does not need to be present if safe, lawful access has been arranged.

7.2 We may decline to enter, stop work or leave the site if access is unavailable, a dog or other animal is not securely contained, conditions are unsafe, aggressive or abusive behaviour occurs, required utilities are unavailable, or continuing could risk injury or property damage.

7.3 If a visit cannot proceed for a customer-controlled access or safety reason, the no-access provisions in section 8 apply.

7.4 We will take reasonable care of keys, access codes and site information supplied to us. The customer must promptly update changed codes and tell us about any special entry, alarm, locking or site-security procedure.

8.1 Please give at least 48 hours' notice to cancel or reschedule a booked visit. The change is effective when received through an approved service-change channel or acknowledged by Integra.

8.2 A customer may end a recurring residential arrangement at any time. To avoid the next scheduled visit, notice must reach us at least 48 hours before that visit. Amounts for services and goods already supplied remain payable.

8.3 If less than 48 hours' notice is given, the customer cancels on the service day, or we cannot proceed because agreed access or safe site conditions were not provided, we may charge the cancellation or no-access fee disclosed when the service was accepted. If no fixed fee was disclosed, any charge will be a reasonable amount reflecting reserved technician time, travel and unavoidable costs and will not exceed the labour component of the booked visit. We will not charge for chemicals or goods not supplied.

8.4 A requested replacement visit is subject to route capacity and is not guaranteed. If it falls outside the usual route or recurrence, we will disclose any casual, call-out, travel or administration charge before confirming it.

8.5 If Integra cancels or moves a visit, no customer cancellation fee applies. We will offer a reasonable replacement where practicable. If we cannot provide prepaid work within a reasonable time, the customer may choose an appropriate credit or refund for the unprovided portion, subject to applicable law.

9.1 Rain does not automatically cancel a pool service. We may complete the safe and practical parts of the agreed scope, adjust the order of tasks, or reschedule work that cannot be safely or effectively performed.

9.2 We may delay, vary or suspend performance where reasonably necessary because of severe weather, unsafe heat, lightning, flooding, road closure, utility failure, supply interruption, illness, vehicle breakdown, emergency direction or another event outside our reasonable control.

9.3 We are not responsible for delay caused by an event outside our reasonable control to the extent we could not reasonably prevent or overcome it. We will communicate material delays and provide a reasonable remedy for prepaid services we ultimately cannot supply.

10.1 Prices are in Australian dollars and include GST unless expressly stated otherwise. The amount payable may include the accepted service or labour charge, chemicals, goods, approved additional time, call-out or travel charges, and other disclosed items.

10.2 A quote is valid for the period stated in it. An estimate is an informed approximation, not a fixed price. A quote may be revised before acceptance if supplier pricing, availability or scope changes.

10.3 If hidden conditions, inaccurate customer information or an unexpected fault changes the work required, we will explain the material change and seek approval before performing a chargeable variation. We may stop or isolate equipment without prior approval where reasonably necessary to prevent immediate injury or further damage, but will not perform substantial chargeable repair work without authority.

10.4 For recurring services, we may change prices or standard inclusions by giving at least 30 days' written notice. The customer may cancel before the change takes effect. A change does not retrospectively alter completed work.

10.5 Any payment surcharge will be disclosed before payment and will not exceed the amount permitted by law.

11.1 Routine maintenance does not include repairs or replacement parts unless expressly stated. We will report observed faults and may recommend diagnosis, repair, replacement or referral to another trade.

11.2 A fault diagnosis is based on the symptoms and conditions available during the visit. Intermittent, concealed or multiple faults may require further testing. Diagnostic time remains payable where the work is performed with reasonable care and skill even if a separate fault or further work is later identified.

11.3 Integra may supply minor consumables or replacement parts up to a total of $100 including GST without separate approval only where the customer has expressly granted that standing authority in the booking, service agreement or account instructions. Otherwise, approval is required before supply.

11.4 If the customer has granted a limit, it is a maximum authority, not a promise that a part will be suitable or available at that price. Parts, repairs and extra labour are itemised or reasonably described on the report or invoice.

11.5 After-hours or emergency attendance is provided only when Integra expressly accepts it. The applicable call-out, labour, travel and goods charges will be disclosed before confirmation where reasonably practicable.

12.1 Payment is due within seven days after the invoice date unless the accepted quote, proposal, service agreement or invoice states another agreed due date. Commercial account terms apply only where Integra has approved them in writing.

12.2 We may require a deposit, advance payment, stored payment authority or payment in full before ordering goods or scheduling work. The required amount and timing will be disclosed before acceptance.

12.3 If the customer cancels work involving a deposit or special-order goods, Integra may retain only the portion reasonably required to cover work performed and costs or losses actually incurred because of the cancellation, including a supplier's non-refundable charge. Any balance will be refunded. This does not limit rights arising from Integra's breach or a failure to meet a consumer guarantee.

12.4 A direct-debit or payment-provider authority is also governed by the separate authority or provider terms accepted by the customer.

12.5 If an amount is overdue, we may issue reminders and, after reasonable notice, suspend further services. The customer must pay reasonable third-party debt-recovery or legal costs actually incurred because of the overdue amount, but only to the extent permitted by law. Interest or a fixed late fee applies only if it was clearly disclosed and agreed in the applicable quote or service agreement.

12.6 A customer disputing an invoice should contact us promptly with the item and reason disputed. The parties must continue to act reasonably, and any undisputed portion remains payable by its due date.

13.1 Risk in goods passes to the customer on delivery to the site or collection by the customer, except to the extent loss or damage is caused by Integra.

13.2 To the extent permitted by law, ownership of identifiable goods supplied by Integra remains with us until the price for those goods is paid in full.

13.3 Integra may recover unpaid goods only with the customer's consent or through a lawful process. Nothing in these terms authorises entry onto property to remove goods without permission, or removal where goods have become fixtures or removal would be unsafe or cause disproportionate damage.

13.4 This section does not exclude or restrict consumer guarantees, warranty rights or remedies available under law.

14.1 Our goods and services come with guarantees that cannot be excluded under the Australian Consumer Law where that law applies. Nothing in these terms excludes, restricts or modifies a non-excludable right or remedy.

14.2 If a supplied good or service does not comply with an applicable consumer guarantee, the available remedy is determined by the Australian Consumer Law, including whether the failure is major or can be remedied within a reasonable time.

14.3 Customers may contact Integra about goods we supplied and are not required to deal only with the manufacturer. We may reasonably inspect or test the relevant work, equipment or part before determining the cause and available remedy.

14.4 Manufacturer warranties may also apply to equipment and parts. A manufacturer warranty operates in addition to, and does not replace or reduce, rights under the Australian Consumer Law. Assessment may require proof of purchase, serial information and compliance with lawful and reasonable manufacturer conditions.

14.5 A manufacturer warranty may not cover a problem caused by ordinary wear, misuse, unauthorised alteration, incorrect operation, failure to maintain, pre-existing defects, unrelated equipment failure, third-party work, contaminated or unsuitable water, power or water supply issues, pests, weather or another excluded cause. Any such limitation applies only to the manufacturer warranty and does not remove a statutory right.

14.6 The customer should notify us within a reasonable time after discovering a problem, take reasonable steps to prevent further damage and provide reasonable access for assessment and any available remedy.

For more information about non-excludable consumer rights, see the ACCC consumer guarantees guidance.

15.1 Each party is responsible for loss or damage to the extent caused or contributed to by its breach, negligence or unlawful act.

15.2 Integra is not responsible for a pool condition, equipment failure, loss or delay to the extent it results from a pre-existing defect, inaccurate or withheld information, unsafe or unavailable access, inadequate utilities or water level, customer or third-party acts, failure to follow an urgent recommendation, or an event outside our reasonable control. This does not exclude responsibility to the extent Integra caused or contributed to the loss.

15.3 Each party must take reasonable steps to limit avoidable loss after becoming aware of a problem.

15.4 Where goods or services are not ordinarily acquired for personal, domestic or household use, and the Australian Consumer Law permits liability for a consumer guarantee to be limited, Integra's liability is limited, at our option, to the remedies permitted by section 64A of that law, provided the limitation is fair and reasonable in the circumstances.

15.5 Nothing in these terms excludes liability that cannot lawfully be excluded or limits a right or remedy where doing so would be illegal or unfair.

16.1 A strata, commercial or public-pool engagement is governed primarily by its accepted proposal, scope, frequency, responsibility matrix, reporting requirements and escalation contacts.

16.2 Unless a written agreement expressly assigns and prices a particular function to Integra, the owner, owners corporation, operator or facility manager retains responsibility for ongoing site operation between visits, statutory notifications, required routine monitoring and records, access and utilities, bather supervision, pool opening or closure decisions, incident response, microbiological sampling and laboratory coordination, and engagement of appropriately licensed trades.

16.3 A scheduled maintenance visit does not make Integra the owner or operator of the facility and does not transfer a statutory duty by implication.

16.4 The customer must disclose applicable site rules, inductions, purchase-order requirements, logbooks, approval limits and emergency contacts before commencement. A purchase-order process does not excuse payment for work that an authorised customer representative instructed and Integra accepted.

16.5 Integra will record and escalate observed conditions within the accepted reporting scope. The customer remains responsible for timely decisions and action on recommendations outside Integra's authorised scope.

17.1 A property manager, real-estate agent, strata manager, facilities manager or other representative instructing Integra must identify the customer or principal, billing arrangement and approval authority before work begins.

17.2 The representative confirms that it has authority to request access and approve the work within the stated limit. Integra may pause work while ownership, authority, payment responsibility or approval is clarified.

17.3 The customer or its representative is responsible for arranging access with occupants and communicating relevant tenant, owner, committee or site restrictions. A failure to do so may be treated as no access under section 8.

17.4 Handover notes, equipment observations, service reports and photographs describe visible conditions within the stated scope and date. They are not a building inspection, pool-barrier certificate, valuation, engineering report or comprehensive compliance audit unless expressly contracted as such.

18.1 We may create digital service records containing test results, chemicals supplied, tasks completed, equipment observations, recommendations, timestamps and photographs or videos of the pool, spa, plant room, equipment, faults or relevant work area.

18.2 Operational photographs and videos may be taken where reasonably necessary to document site condition, completed work, faults, access, safety issues, recommendations or quote approvals; support diagnosis, quality control, insurance or dispute management; and maintain an accurate service history. A promotional opt-out does not prevent these operational records from being created or used for those purposes. If a customer restricts operational recording to the extent that Integra cannot reasonably document, assess or perform the requested work, Integra may limit, postpone or decline the affected service or report.

18.3 Unless the customer opts out under section 18.5, the customer grants Integra a non-exclusive, royalty-free licence to reproduce, crop, edit, adapt, publish and display eligible photographs or videos for Integra's own promotional, marketing, tender, capability or educational purposes, including on our website, social media, digital advertising and printed material. The licence applies only to material Integra is entitled to use and continues until the opt-out takes effect under section 18.6.

18.4 Before promotional use, Integra will take reasonable steps to de-identify the material and will not intentionally publish faces, voices, names, street numbers, vehicle registration details, personal documents, access or security information, or other details reasonably likely to identify an individual or the precise private residence. Identifiable children will not be used promotionally without appropriate separate consent from a parent or guardian.

18.5 Promotional use is optional and is not a condition of receiving services. The customer may opt out before photographs or videos are taken, or withdraw permission later, by notifying the attending technician or contacting admin@integrapoolservice.com.au. The request should identify the customer and service address so the preference and relevant material can be located.

18.6 After receiving an opt-out or withdrawal, Integra will record the preference, cease new promotional use of the affected material and, within a reasonable period, remove existing uses from channels under Integra's control where reasonably practicable. Withdrawal does not require Integra to recall printed material already distributed, remove material independently copied or reposted by third parties, eliminate search-engine or platform caches outside our control, or delete secure backups before their ordinary expiry, provided retained copies are not restored to active promotional use.

18.7 Reports are prepared for the customer and its authorised representatives for the stated service purpose. They relate to conditions observed at the visit and should not be treated as a broader inspection or future guarantee.

18.8 We may send booking, access, service, invoice, safety and account communications by email, SMS, telephone or an agreed digital platform. The customer must keep contact details current.

18.9 Personal information, service records and media preferences are handled in accordance with our Privacy Policy and applicable law.

19.1 A customer may end a recurring arrangement in accordance with section 8. Fixed-term or specially negotiated commercial agreements may contain separate termination provisions.

19.2 Integra may suspend or end services where reasonably necessary because of an overdue account after notice, repeated no access, unsafe conditions, abusive or threatening conduct, unlawful instructions, material breach, service-area or route changes, or an ongoing inability to perform the agreed service safely or effectively.

19.3 We will give reasonable notice and an opportunity to remedy where the circumstances allow. Immediate suspension or termination may occur where safety, unlawful conduct, serious abuse or a significant risk of loss requires it.

19.4 Ending the arrangement does not affect accrued rights or amounts for work and goods already supplied. Any prepaid amount for work not supplied will be credited or refunded after deducting amounts Integra is lawfully entitled to retain.

20.1 Contact us promptly if there is a concern about a service, good, report or invoice. Provide the site, date, issue and any relevant photographs or documents so we can investigate.

20.2 The parties will first try in good faith to resolve the issue directly, including giving Integra a reasonable opportunity to inspect and provide an available remedy. This process does not require a consumer to give up or delay an urgent statutory right.

20.3 Nothing in this section prevents either party from seeking assistance from NSW Fair Trading, the ACCC where relevant, a court, tribunal or another lawful dispute-resolution body.

21.1 We may update these terms for future bookings to reflect changes in law, services, systems or reasonable business requirements. The version accepted when a booking or contract is formed applies to that work unless both parties agree otherwise.

21.2 For an existing recurring arrangement, a material change takes effect only after at least 30 days' written notice, unless a shorter period is required by law. The customer may end the recurring arrangement before the change takes effect.

21.3 We will not use a website update to retrospectively alter completed work, an accepted fixed quote or a right that has already accrued.

22.1 Integra may use employees and appropriately selected subcontractors to perform services and remains responsible for the services it supplies, subject to these terms and applicable law.

22.2 The customer may not transfer a recurring service or contract to a new owner, occupier or entity without Integra's written agreement. Integra may assign a receivable or transfer its business rights as permitted by law, provided this does not materially reduce the customer's rights.

22.3 If a provision is unlawful or unenforceable, it is read down to the minimum extent necessary or severed, while the remaining provisions continue.

22.4 A delay in enforcing a right is not a waiver of that right. A waiver must be in writing and applies only to the stated occasion.

22.5 Electronic acceptance and communications may be used to form and administer the contract.

22.6 These terms and the documents listed in section 2.4 record the agreement about their subject matter. They are governed by the laws of New South Wales and the parties submit to the courts and tribunals having jurisdiction there, subject to any non-excludable right to bring a claim elsewhere.