Spa-Assure Terms and

Conditions

Simplify Your Spa

Maintenance

DB Spa Repair & Service (hereafter referred to as 'we', 'us', or 'our') agrees to enter into this service agreement with the Customer (hereafter referred to as 'you', 'your', or 'yourself'). In these terms and conditions, any references to a 'hot tub' will be synonymous with 'spa'. We reserve the right to review and approve all service plan sign-ups before finalizing any agreement. We reserve the right to refuse service to anyone for any reason prior to agreement finalization. Please note that prices and terms and conditions are subject to change without notice. Service Agreement Overview: This service agreement is executed under the Spa-Assure Service Plan and is valid for a period of 12 months or for the duration specifically outlined within the agreement. By subscribing, you commit to a schedule of monthly paid services, ensuring planned and cost-effective spa maintenance. Each plan also includes additional perks such as discounts on extra services. These perks are provided as a courtesy to enhance the value of your subscription and as a token of our appreciation for your commitment to maintaining your spa. Please note, these perks do not carry a direct billing cost within the plan. Pricing for the Spa-Assure Service Plan is based on servicing spas up to 92x92 inches in size or smaller. Spas exceeding this size, as well as services requiring access that involves climbing more than one flight of stairs (10 steps) or navigating a steep hill/driveway, will incur additional charges. We ensure that any extra costs are communicated and agreed upon before the commencement of services, maintaining transparency and preventing any unexpected fees. Also for locations located within 15 miles of Burbank, CA 91505 12-Month Commitment & Automatic Renewal: All Spa- Assure Service Plans require a twelve (12) month commitment, even though the membership is billed monthly. By enrolling in Spa-Assure, the customer agrees to complete the full 12-month term. If a customer fails to make a monthly payment and the account becomes more than fifteen (15) days past due, the membership will be considered in default. At that point, the customer will be responsible for paying the full balance of any services rendered under the Spa-Assure plan. This includes the full standard cost of any previously included or discounted service calls, spa details, labor, or parts that were provided as part of the membership. All discounts and benefits used will be reversed and recalculated at standard rates. In the event of default, the card on file will be charged immediately for the outstanding balance. No further benefits will be provided unless the balance is paid in full. First-Time New Customers / Re-Enrolled Customer Start-Up Fee: For first-time new customers or returning customers re-enrolling into Spa-Assure, a the first month of Spa-Assure is due immediately upon sign-up. This is required to activate Spa-Assure benefits and services right away. Starting Service and Payment: All applications for Spa- Assure Annual Plans are subject to approval. Once approved, a service agreement will be sent via email and must be completed and digitally signed. After the signed agreement is received, a secure online payment link will be provided. A prepayment of the first month is required at the time of sign-up. Upon payment, your plans monthly rate will be locked in for the full 12-month term, ensuring no price increases during your contract period. Activation of Membership Benefits & Spa Detail Eligibility All Spa-Assure membership benefits begin only after the initial payment has been successfully processed and a valid credit card is placed on file for ongoing billing. This includes access to no-charge first-hour service calls, discounts on labor, parts, and filters, as well as priority booking. Drain & Refills or Spa Details are not available immediately upon signup. To be eligible for a Drain & Refill or Spa Detail (Depending on your plan), a you must complete six (6) month bill cycle of active membership. This policy is in place to prevent early cancellation abuse and ensure fair access to high-value services. For example, if a customer enrolls on January 1st, their first eligible spa detail may be scheduled no earlier than July 1st. After that, a second spa detail may be scheduled no sooner than six months following the first one, assuming the membership remains active and in good standing. Drain & Refills and Spa Details are scheduled approximately every six months, not on exact dates, and must follow the eligibility timeline outlined above. Early requests for spa details prior to completing a six-month service window will not be honored unless stated otherwise by us. Payment Method: All payments for Spa-Assure must be made using a valid credit card. Cash, checks, Zelle, Venmo, or other payment methods will not be accepted unless expressly permitted at our discretion. For monthly billing, a valid credit card must be kept on file to process recurring charges — no exceptions. You are welcome to change the card on file at anytime by contacting us. Monthly Charge of Spa-Assure Service Plans: Spa-Assure will automatically renew at the first week of each month using the credit card on file. No-Use Cancellation: If no services or benefits have been used or claimed under the membership, DB Spa Repair & Service reserves the right to waive or enforce the early termination fee at its sole discretion. Upon cancellation, any unused services or unclaimed benefits are forfeited. This includes: Unused "No Charge" service calls, Future spa detail services, Discounts on parts, filters, or labor, Priority booking privileges Cancellation does not entitle the customer to a refund or postponed future service. All membership benefits are only valid during an active, paid membership. If any services or perks have been utilized prior to cancellation, the costs of these services will be deducted from your refund at their full, normal service rates. For instance, if a Full Spa Detail normally costs $449 which will be charged against your refund amount. Similarly, if a 'free 1-hour service call' is utilized, it will be billed at the full service call rate and deducted from the refund. Additionally, any follow-up actions or repairs performed during no-cost inspections will also be billed as normal service call and deducted from the refund. If the deductions exceed the amount paid for the plan, you will be billed for the difference. Cancel Service: Spa-Assure memberships may be canceled at any time by the customer. However, no refunds will be provided for any paid month, regardless of whether services or membership benefits have been used. To avoid being charged for the upcoming billing cycle, cancellations must be submitted before the 1st of the month. If a cancellation is submitted after a charge has been processed, customers will have a 5-day grace period to request a refund for that month only. After the 5-day period, all charges are final and non-refundable. If a customer cancels before completing the 12-month commitment and services or benefits have been used, the credit card on file will be charged for the difference between the monthly payments made and the full value of services rendered at standard rates. This includes service calls, spa details, parts, or labor that were discounted or included as part of the membership. To request a plan change, simply contact us. Once your request is approved, your new plan will be activated, and the first charge for the new plan will be processed immediately. Please note: No refunds or prorated credits will be issued for previous payments made under the prior plan. Cancellations By Us: DB Spa Repair & Service reserves the right to cancel any Spa-Assure Annual Plan under certain conditions that impede our ability to deliver services effectively. These conditions may include, but are not limited to, non-compliance with the service agreement, failure to meet payment obligations, or any other circumstances that significantly hinder the fulfillment of our service obligations. Should we decide to cancel a plan: •We will provide you with written notice of the cancellation and the reasons for such action if any. •If we cancel your service plan and no breach of the agreement on your part has occurred, you will be entitled to a prorated refund based on the unused portion of the services, minus any costs already incurred in providing services up to the point of cancellation, unless stated otherwise. In certain cases, at our discretion, we may issue a full refund. Plan Changes: Customers are welcome to change their Spa-Assure membership plan; however, plan changes may only be made once every six (6) completed billing cycles. Refunds: Refunds are provided at our sole discretion. If a refund is approved, it will be issued either: -As a credit back to the original card used for payment, or -As a check mailed to the billing address on file. Please allow 5–10 business days for card refunds to process, and 7–15 business days for refund checks to be issued and delivered. Non-Transferability and Cancellation of Service Plan: The Spa-Assure Annual Service Plan is non-transferable and strictly valid only for the original signee and the property of service as specified in the agreement. Should the property where the spa is located be sold, or if the spa itself is sold, the service plan will automatically become invalid and will cease immediately. The service plan is not transferable to the new owner under any circumstances. We require customers to inform us immediately upon the sale of the property or spa. Upon notification, a partial refund will be evaluated based on the specific cancellation terms outlined in this agreement. This evaluation will consider any services already rendered and the remaining duration of the plan to determine the appropriate refund amount, if applicable. Services, and Offered Perks Perks and Added Offerings: As part of the Spa-Assure Annual Service Plan, we provide several perks to enhance your experience and add value to our services, depending on your plan. These perks, designed to complement the core discounted pre-paid services of Drain & Refills or Full Spa Details, include: •Free First Hour of Service: Available per service call as defined in your plan. •Discounted Hourly Rates: Applied after the first hour no charge service call for additional service time. •Discounted Prices on Parts and Filters: Available depending on your plan. Please note, perks: •Carry No Cash Value: Offered as additional non-prepaid benefits to your plan. •Exclusions: Do not cover leak identification or repair, which requires additional services. Unused No-Charge First Hour of Service Call Rollover: Unused Free First-Hour Service Calls may roll over into the following year, up to a maximum total of: Two (2) for Spa-Assure Basic or four (4) for Spa-Assure Premium No- Charge First-Hour Service Calls available at any given time. Example: If a member uses only one (1) Free First-Hour Service Call during the year, two (2) would be eligible to roll over. However, at the beginning of the new membership year, the member is awarded three (3) new Free First-Hour Service Calls. Only one (1) rollover will be applied to maintain the maximum cap of four (4) total Free First-Hour Service Calls. Any additional unused Free First-Hour Service Calls beyond the allowed rollover limit will expire and not carry over. Any unused Free First-Hour Service Calls have no cash value. No refunds or credits will be issued for any unused Free First-Hour Service Calls at the time of membership renewal or in the event of early membership cancellation. Any unused service calls beyond the rollover limit will expire and cannot be reclaimed or credited. Services to be Perform: Your plan outlines the frequency of Drain & Refill, Full Spa Detail, and equipment inspections. We proactively schedule these services and consult you to select the most suitable dates. If your circumstances change, you are welcome to reschedule, subject to availability. Drain & Refill Only For Spa-Assure Basic Plan: We expect the spa to be maintained in a clean state between visits. If a spa is found excessively dirty, additional cleaning fees might apply depending on your service plan, and will require your approval before proceeding. These are one-time charges and will not affect your plan terms. Full Spa Detail, Spa Shell Cleaning For Spa-Assure Premium Plan: As part of the Spa-Assure Premium Service Plan, each scheduled spa detail includes a full system flush, complete draining of the spa, thorough cleaning of the spa shell, refilling with water, chemical balancing, and priming of the system to ensure proper functionality. Please note, for liability reasons, jet removal is not included in our service. Many jets are press-fit or aging and may break or begin to leak when removed—therefore, we do not remove jets during any cleaning or detailing. The cleaning process uses professional-grade, spa-safe products designed to remove dirt, grime, and most surface stains. However, some stains—particularly those caused by overuse of sanitizers (known as chemical staining), metals, minerals, or long-term buildup—may be permanent. These discolorations may be embedded deep into the shell or due to the nature of the spa’s material, and while we aim to restore and enhance the spa’s appearance, complete stain removal is not guaranteed. Spa-Assure is not liable for such permanent or chemical- induced stains. Spa covers cleaning is not parts of spa of our spa detail service Additionally, spa details are intended for spas that have experienced normal residential use. Cleanings do not cover damage or excessive debris caused by natural disasters (e.g., wildfires, windstorms), neglect, misuse, or the introduction of non-approved substances into the water. Any such conditions may require additional services not included in your membership. Spa Pillows: Our technicians will assess the condition of the pillows during each visit. If pillows show signs of peeling, falling apart, or crumbling, we will not attempt to clean or remove them. If a pillow is removed for cleaning and we discover that it is in bad shape (not visible when installed), we will not reinstall the pillow. Additionally, if we notice the pillow is dropping debris even when installed, we may remove it to prevent contamination of the new water with debris. If the pillows are in decent shape but stained, we will wipe them down. However, please note that heavy staining may not come off completely due to the nature of the pillow material. For pillows that are not cleanable due to their condition, we recommend replacing them to ensure the cleanliness and aesthetics of your spa. Spa Cover: Given that spa covers are constantly exposed to the elements and will inevitably get dirty, we will rinse the cover and remove any debris we can. If needed, we will also do a quick wipe down. However, we do not apply any cover protectant due to mixed reviews, as some products have been reported to dry out certain covers while working well on others. We will not remove a cover from any permanently installed cover lifters. If the cover is in very bad shape, we strongly recommend purchasing a new cover. Please note that we do not measure covers, so you will need to handle this on your own. It is best to have a functional cover or obtain a new cover before signing up for the Spa-Assure Annual Service Plan. Jets, Water Diverters, and Air Control Knobs: If there are missing jets, water diverter handles, or air control knobs, we will not replace them free of charge, as these are considered disposable items. We can assist in locating replacements, but please note that there is no guarantee of success. If we manage to find the necessary parts, we will inform you of the cost before proceeding with the replacement. Water Pressure and Refill Time: If the water pressure is very low, resulting in water coming out of the house at a slow rate, there will be an additional charge if it takes more than one hour to refill the spa. This charge covers the extra time our technicians need to wait for the spa to fill. On average, it takes 30-60 minutes to fill a spa. If it takes longer than 70 minutes, an additional charge will apply. Access Requirements: For spas located in areas that require technicians to crawl under decks or through crawl spaces, an additional charge will be incurred. It is the customer’s responsibility to ensure clear and safe access to the spa equipment. This includes opening any necessary crawl spaces or deck panels. If access is not provided at the time of the scheduled inspection, we will not perform the inspection and will need to reschedule once access is granted. Accessibility Limitations: If a spa is installed in a manner that restricts access to the equipment (e.g., equipment located behind a non-accessible side), and no feasible way to reach it exists, we will be unable to perform the inspection on those specific components. In such cases, no discounts or prorations will be applied to your Spa- Assure Service Plan. This ensures that service provisions remain consistent with the terms of your agreement, regardless of structural limitations. No-Charge First Hour of Service & Discounted Hourly Rate: The Spa-Assure Care Plan includes a set number of no-charge first-hour service calls per 12-month period, depending on your selected plan. These complimentary first-hour visits apply only to mechanical issues—specifically, problems related to the spa’s electronics or operation. Qualifying issues include non- functioning pumps, heater failures, tripping breakers, unresponsive controls, or anything that prevents the normal operation of the spa. No-charge service calls do not apply to leak searches or repairs due to the complexity and labor required to locate and fix leaks. Each no-charge first hour is applied per service occurrence and cannot be combined or stacked toward a single visit. Once all no-charge visits have been used, any additional service calls will be billed at a discounted rate based on your plan. Discounted Hourly Rate: After you have utilized the no charge first hour service calls included in your plan, any additional service time required will be charged at a discounted hourly rate. This rate will be clearly specified in your Spa-Assure Service Plan documentation. Continued Savings: Once the allocated free first hours are used, you will benefit from a discounted rate for the first hour of any subsequent service calls for the remainder of the plan term. For example, if your plan provides two free first hours per service call and you have exhausted these during previous calls, your third service call will be charged for the first hour at the discounted rate specified in your plan. The documentation will also detail the standard rate for the first hour and subsequent hours of a service call to ensure transparency and help you understand the savings provided by your plan. Once the free first hours are exhausted, the customer will benefit from a discounted first-hour minimum rate for the remainder of the plan term. For example, if your plan includes two free first hours per service call and you have already used these on two service calls during the year, the third service call will have the first hour charged at the discounted rate specified in your plan documentation. The normal price for the first hour of a service call and the normal hourly rate will also be specified in the Spa- Assure Annual Service Plan documentation. Discounts on Parts: The Spa-Assure Annual Service Plan includes discounts on parts. The discount rate is determined by the plan chosen by the customer and applies per item, not combined. For example, if the discount is 5% off parts and two pumps are needed, each pump will receive a 5% discount individually. The discount will not be combined for a larger percentage off the total price. This discounted rate will be specified in the Spa-Assure Annual Service Plan documentation. The discount rate is valid for the duration of the plan term. If your spa does not require any services that necessitate parts replacement during the plan term, these discounts do not roll over to the next term. Filters: The discounted rate for filters will be determined by the plan chosen by the customer and is applied per filter, not combined. To qualify for the discount, filters must be supplied by DB Spa Repair & Service. Filters purchased from any other store or vendor will not qualify for the discount. If you purchase filters elsewhere, we will not refund any difference. We can provide filters either by bringing them during a service visit or by drop shipping them to you. Payment for filters is due immediately if we drop them off or install them during a service. Payment can be made online via a secure link that we will email to you, or through digital payment methods like Venmo. If payment is not made, we reserve the right to withhold shipping or take back the filters until payment is received. Scope of the Annual Service Plan: The cost of the Spa- Assure Annual Service Plan is separate from any additional services that may be required, such as repairs, troubleshooting, or parts replacement. The annual service plan fee covers only the pre-paid services explicitly specified in the plan (e.g., Drain & Refills or Full Spa Details) along with the associated perks detailed in your agreement. Any other work, including repairs, parts replacement, or additional services not listed in the annual plan, will incur separate charges. These charges are subject to the terms and conditions of DB Spa Repair & Service and are not offset by the payments made for the annual service plan. For example, if the annual service plan costs $500 and a repair during the plan period costs $700, the $500 paid for the service plan does not reduce the repair cost to $200; instead, the full repair cost of $700 will still apply. Non-Transferability of Repair Quotes: Repair quotes and pricing for repairs provided by DB Spa Repair & Service are exclusively valid for the customer under the current Spa-Assure Annual Service Plan agreement. If the property where the spa is located is sold, or if the spa itself is sold, any outstanding repair quotes will become void and are not transferable to new owners. Customers are encouraged to contact us to discuss any changes in ownership and receive new quotes as needed.