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Pool Lizards Pool Service Policies

Thank you for choosing Pool Lizards! Our goal is to provide reliable, professional pool service while keeping your pool clean, safe, and enjoyable year-round. To help us provide the best possible service, please review the following policies.

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Weekly Service

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• Weekly service includes routine cleaning, water testing, balancing of standard maintenance chemicals under normal operating conditions, and equipment inspection.

• Service is performed on your scheduled service day each week.

• We do not guarantee a specific arrival time.

• Weekly service is intended to maintain a properly functioning pool and is not designed to restore pools experiencing algae, excessive debris, equipment failures, or other conditions requiring additional time, labor, or chemicals. When these situations occur, additional services may be recommended and billed separately as outlined in these policies.

 

Chemical Policy

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Your weekly service includes the standard chemicals needed to maintain a properly operating pool under normal conditions.

Additional chemicals and treatments are not included when excessive amounts are required due to circumstances beyond normal weekly maintenance, including but not limited to:

• Green or algae-filled pools

• Storms or excessive rainfall

• Heavy swimmer use

• Equipment failures or insufficient pump run time

• Low water levels

• Excessive debris or organic contamination

• Delayed repairs

• Pools that have been neglected or gone without proper circulation

 

When these situations occur, additional chemicals such as chlorine, shock, algaecide, phosphate remover, clarifiers, or other specialty treatments may be necessary to restore your pool. Any chemicals or treatments beyond normal weekly maintenance will be billed separately.

We will always notify you before performing any additional chemical treatments or services that result in an extra charge.

 

Payment Policy

• Monthly service is billed in advance through our automatic payment system.

• Please ensure your payment method remains current to avoid interruptions in service.

 

Billing, Cancellations & Refunds

Pool Lizards bills for service on a monthly basis. Customers may cancel service at any time; however, monthly payments are non-refundable once billed.

If service is canceled after the monthly payment has been processed, no full or partial refunds will be issued for the remainder of that billing period.

Service will continue through the end of the paid billing cycle unless otherwise agreed upon by Pool Lizards.

 

Water Level

• We do not add water to customer pools.

• If the water level is too low for proper equipment operation, we will notify you so it can be filled before the next visit.

 

Equipment & Water Quality

Your pool's circulation system is essential for maintaining clean, healthy water. We recommend your pool pump run a minimum of 10 hours per day during the swimming season (or longer if needed based on weather and pool conditions).

If your pump is not running long enough, has mechanical issues, loses prime, or other equipment problems prevent proper circulation, your pool water may become cloudy or turn green.

If additional chemicals, algae treatments, green pool cleanups, or extra service visits are required due to equipment failures, insufficient pump run time, power outages, or other conditions beyond our control, these services are not included in standard weekly maintenance and will be billed separately.

We will always notify you if we discover an equipment issue and recommend the appropriate repair or additional treatment needed to restore your pool.

 

Inclement Weather Policy

For the safety of our technicians, pole work (brushing, skimming, vacuuming, etc.) is not performed during rain or when lightning is present in the area.

During these conditions, we will complete all safe, ground-level tasks, including:

• Emptying skimmer and pump baskets

• Testing and treating the water

• Inspecting equipment

• Any other tasks that can be completed safely without using extension poles

Pole tasks are not rescheduled or made up later in the week. They are simply skipped until your next regularly scheduled service visit.

 

Property Access Policy

To provide reliable service for all customers, we require safe and unobstructed access to your pool on your scheduled service day.

If we are unable to access the property due to:

• Locked gates

• Incorrect or changed gate codes

• Locked doors

• Loose or aggressive pets

• Obstructions preventing access

• Any other circumstance that prevents us from safely servicing the pool

We will attempt to contact you and wait up to 10 minutes for the issue to be resolved.

If access cannot be provided within that time, service for that week will be skipped. We do not reschedule missed weekly service visits due to access issues. It is the customer's responsibility to ensure we have access to the pool on your scheduled service day.

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Pool Preparation & Storm Cleanup

Please remove toys, floats, furniture, trash, and any other large objects from the pool before your scheduled service visit.

Our weekly service includes up to 45 minutes on site and is intended for routine maintenance.

Storm cleanup, excessive debris, or pools filled with leaves, branches, dirt, or other debris are not included in standard weekly service.

If your pool requires additional cleanup due to storms or excessive debris, we're happy to help. Additional cleanup services can be scheduled and will be billed separately.

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Additional Service Visits

While weekly service is sufficient for most pools, some pools require more than one visit per week due to:

• Heavy debris

• Surrounding trees

• Frequent swimmer use

• Equipment limitations

• Environmental conditions

• High temperatures

If we determine your pool would benefit from additional service, we're happy to provide extra weekly visits for an additional charge.

 

How You Can Help Keep Your Pool Looking Great

Between our visits, you can help keep your pool in top condition by:

• Emptying skimmer baskets as needed.

• Maintaining the proper water level so the skimmers operate correctly.

• Brushing the pool walls periodically to help prevent algae and dirt buildup.

• Ensuring your pool equipment is operating properly.

• Notifying us if you notice equipment issues or unusual changes in your pool.

Working together helps keep your pool cleaner, protects your equipment, and allows us to provide the highest quality service possible.

 

Customer Responsibility

Owning a swimming pool requires ongoing attention between professional service visits.

Pool Lizards provides routine maintenance during scheduled weekly visits, which are limited to approximately 35 minutes per visit. Because we are only on-site for a small portion of each week, the overall condition and maintenance of the pool remains the homeowner's responsibility.

While we work hard to keep your pool clean and properly balanced, Pool Lizards cannot guarantee water clarity or prevent issues caused by circumstances beyond our control, including but not limited to:

• Equipment failures or malfunctions

• Insufficient pump run time

• Low water levels

• Severe weather or storms

• Excessive swimmer use

• Heavy debris from trees or landscaping

• Power outages

• Delayed customer repairs or maintenance

 

If additional visits, treatments, chemicals, or cleanup are required due to these conditions, they are not included in standard weekly service and will be billed separately.

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Our goal is to partner with you to keep your pool in excellent condition. By maintaining proper water levels, ensuring equipment is operating correctly, and addressing issues promptly, we can provide the best possible results throughout the year.

 

Repairs & Recommendations

During each service visit, we inspect your pool equipment for visible issues. If we discover a problem, we will notify you and recommend the appropriate repair or service.

Pool Lizards is not responsible for damage or water quality issues resulting from equipment that is malfunctioning, damaged, improperly maintained, or has not been repaired after notification.

Delaying recommended repairs may result in additional chemical treatments, cleanup, or service visits, which are not included in standard weekly service and will be billed separately.

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Thank You

These policies allow us to stay on schedule, operate safely, and provide dependable service to every Pool Lizards customer.

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We sincerely appreciate your business and look forward to keeping your pool clean, clear, and ready to enjoy all year long.

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Thank you for trusting Pool Lizards with your pool care!

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