Terms Of Service

Upon arrival our technicians will assess and diagnose your spa to the best of our abilities given the current conditions and details available to us and observed while onsite. Any spa issues that you are only experiencing on a rare occasion may be the most difficult to diagnose as in most cases we must be able to recreate the issue in order to accurately diagnose your spa. 

It is best for all homeowners to be as honest as possible with your spa technician. Whether you attempted to fix the spa yourself or a previous company has worked on it, all details and background information will help our technicians come to the most accurate diagnosis possible. 

During diagnostics we must assume all wiring and electrical installations have been completed properly and up to code by a licensed electrician prior to our arrival, unless otherwise informed or suspected by the homeowner. Our scope of work focuses on the spa itself and the equipment within the hot tubs cabinet and does not cover any exterior electrical or structural diagnosis or repairs outside of the spas main cabinetry. 

Removal of deck boards or fixed structures around a spa to gain access into the spas mechanical equipment is generally outside the scope of our work. Spas built into decks should have proper "trap doors" or access panels to gain entry into the spas cabinetry.  Typically if we need to move a spa to gain access to its equipment we will need to return with additional technicians as well as our spa moving equipment. If you are unsure if we have enough access to the spa, please send our office pictures to confirm prior to scheduling your service visit. 

Hot Tubs Unlimited installs OEM or OEM equivalent parts based on availability and other manufactures recommendations. Most parts include a (1) year manufacturers warranty that covers manufacturers defects. In most cases the manufacturer does not cover the cost of shipping, labor to replace warranted parts, chemical damage, abuse, neglect, freeze damage, misuse, acts of God or natural causes. All parts and services must be paid for in full prior to any warranty claim validation or warranty services performed.  We cannot warranty a part that has not been paid for. 

Leak diagnostics and leak repairs are performed in order of identification (repaired as we find them).  Leaks caused by freeze damage can result in multiple leaks. All pumps and equipment must be operational for us to identify leaks since the pressure from a pump is often needed to expose a leak or a heated spa with a temp of 104 often highlights smaller hard to find leaks. In most cases large leaks or leaks located towards the lower portion of the spa must be repaired first before other leaks higher up can be identified (if applicable). This is the process of elimination as one large leak can hide or mask smaller leaks making them nearly impossible to find until the larger more obvious leaks are first repaired. 

Payments are due within 14 days of the invoice date and can be made electronically via the link embedded in each emailed invoice or via check mailed to PO Box 3136 Irmo, SC 29063.  Late payments are subject to a 15% late fee upon 14 days past due. Any questions regarding your services or invoice must be addressed asap for a timely response. 

Estimates are only sent once the initial service diagnostics invoice is paid in full if applicable. Any repairs or parts needed in addition to the initial service call / diagnostics service must be approved in writing prior to our company beginning the repair or ordering parts. 

Special order parts are usually non-refundable. Parts that are returnable that have already been installed are subject to a 20% restocking fee and/or labor to uninstall along with return shipping if applicable. 

Hot Tubs Unlimited reserves the right to modify our terms of service without notice at anytime. The information listed within our terms of service is to be used as a general guide outlining general expectations and in no way is intended to be used as a guarantee, diagnoses or as a promise to repair your spa. Every repair we encounter is different and requires a tailored approach while some spas unfortunately cannot be repaired (although rare).  We value each and every client and pride ourselves in being professionals in our craft with a highly trained and experienced team! Thank you and as always we greatly appreciate your business and continued support!

Sincerely,

Hot Tubs Unlimited