Terms Of Service

We offer quality spa repairs for nearly all major hot tub brands. We also only sell top quality spas that can be easily serviced that will provide you and your family with enjoyment for years to come. Please review our terms of service below for any questions you may have. 

To shop our new spas, visit the link here:  www.MyNewHotTub.com

• Service Calls: Our standard service call rate is based on a zone map we use internally. Our service calls include the 1st half hour towards diagnostics or repair and pro-rated thereafter in 15 minute increments @ $120/hr.

• Return Visits: If a 2nd visit is needed for the same issue or if parts need to be ordered, we do not charge additional service calls to return (only our mileage rate would apply if you live outside of our standard service maps) Upon arrival of a return visit, only our standard hourly rate would apply.

• Mileage Rate: If you live outside of our service map, our standard mileage rate is $2/mile after the first 10 miles from our service locations (Lombard IL and Irmo, South Carolina) including round trip mileage back to our warehouse.

• Service Warranty: All new spas are covered by the full manufacturers warranty including labor with Hot Tubs Unlimited as your authorized service provider. Most repair parts we install on used spas have a manufacturers warranty of (1) year with the exception of; circuit boards, PVC fittings, light bulbs, light controllers, mechanical seals, jet bodies and jet inserts, stickers or overlays and heating elements all have a 30 day warranty at the minimum. Most manufacturers warranties typically cover the cost of the part but do not cover diagnostics, labor or shipping. Please contact our office for exact warranty details on the specific parts we are installing for you as they are often different between manufacturers. We stand by our work and guarantee all labor and installations are completed to industry standards and in accordance with manufacturers recommendations to the best of our abilities given specific site conditions and spa accessibility.

• Decks or Minimal Access: Most repairs can be completed with access to the front cabinet panel where most of your spas pumps and heater equipment is located. We do our best to complete repairs given the access we have, however if access is not sufficient to diagnose or repair your spa we reserve the right to require more access or refuse service based on accessibility. At this time we are not able to remove deck boards or disassemble furniture or surrounding structures to gain access into your spa other than the spa cabinet panels themselves. Additional fees will apply to move a spa for our team to gain access into the spas cabinet panels if needed.

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 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. 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 aftermarket parts based on availability and other manufactures recommendations. Manufacturers warranty covers manufacturers defects. In most cases the manufacturer does not cover the cost of shipping, labor to replace warranted parts, diagnostics, chemical damage, abuse, neglect, freeze damage, misuse, acts of God or any failure other than from the result of a manufacturer defect. 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 some leaks 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. Questions regarding your invoice total must be addressed prior to becoming past due or outstanding. 

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. We do our best to get estimates out within 24-72 hours of initial diagnostics if applicable, however with over 10's of thousands of spa parts in our industry on rare occasions it can take a few days to a few weeks to find a repair solution, especially with older spas with discontinued parts or obsolete equipment. 

Special order parts are usually non-refundable. Parts that are returnable that have already been installed are subject to a 20% restocking fee plus labor to uninstall.

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 promise, guarantee, diagnoses or repair solution. Every repair we encounter is different and requires a tailored approach. 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 

Revised 9/2024