Pool Service Terms & Conditions

These Terms & Conditions apply to all pool maintenance services provided by Tideline Pools LLC (hereinafter referred to as "Tideline"), including but not limited to Full Service, Chemical Only Service, Filtration Maintenance , and Sanitizer Maintenance. By enrolling in any Tideline service plan, the Owner agrees to the policies, responsibilities, limitations, and requirements described in this document.

Service Types Offered:

Full Pool Service – Comprehensive weekly pool cleaning and chemical balancing
Chemical‑Only Service – Weekly water testing and balancing only
Filter Valet Service – Bi‑annual cartridge filter exchange and cleaning
Filter Cleaning – On-Site Cleaning of cartridge filters
Sanitizer - Salt Cell Maintenance – Inspection and cleaning per manufacturer recommendations of the saltwater chlorine generator (“SWCG”)

Service Inclusions

Full Pool Service Includes:
- Maintaining Proper Water Balance per industry standards, prioritizing the Langelier Saturation Index (LSI) to protect pool surfaces and equipments (chlorine, pH, alkalinity, calcium hardness, conditioner level, and salt if applicable). (Note: All chemicals required to maintain water balance are billed separately and itemized on your monthly invoice.)
- Emptying Baskets (filter pump, skimmer, cleaner, strainer)
- Skimming Water Surface and Floor as needed to remove surface debris (Note: Micro-debris, such as pollen, dust, soot, and tiny insects, may pass through standard skimmer nets or blow back into the pool immediately after service and cannot be completely eliminated by weekly skimming.)
- Brushing Tile, Walls, Floor, & Steps as needed
- Checking equipment for leaks, alarms and or service codes. (Note: Pool Care technicians will only report issues and do not diagnose or repair. Our office will notify you of any issues and schedule diagnostics once approved).
- Vacuum as needed
- Filtration Maintenance:
  - Routine filter cleanings are outside the scope of standard weekly maintenance and are billed separately. To ensure route efficiency and proper cleaning, Tideline highly recommends our Filter Valet Service. For clients who opt out of the Filter Valet program, on-site filter cleanings are available upon request and will be billed at Tideline’s current on-site cleaning rate.
  - Cartridge Filter Valet Service (a standard service fee applies per exchange). Tideline will provide a second set of cartridge filters at owners expense for future use. Bi-Annually the clean set will be installed and the used set will be collected, cleaned, and securely stored at our facility. Second set of filters will be invoiced upon first exchange.
  - Sand & DE Filters will only be backwashed, sand filter changes are not included.
- Salt Cell Maintenance (A standard service fee + chemicals applies per cleaning): (If Applicable) Salt Chlorine Generators will be inspected & cleaned per the manufacturer’s recommendations.
- Emailed report detailing chemicals used, work performed, and general notes
- NOTE: Tideline reserves the right to skip up to four (4) weeks of service per year (Due to vacations, holidays, sick days and/or weather).

Chemical Only Service Includes
- Maintaining Proper Water Balance per industry standards, prioritizing the Langelier Saturation Index (LSI) to protect pool surfaces and equipment (chlorine, pH, alkalinity, calcium hardness, conditioner level, and salt if applicable). (Note: All chemicals required to maintain water balance are billed separately and itemized on your monthly invoice.)
- Emailed report detailing chemicals used, work performed, general notes & photo documentation of the current state of the pool.
- Owner is responsible for all other maintenance to include but not limited to emptying of baskets (pump, skimmer, cleaner, etc.), cleaning of filters, saltwater chlorine generator maintenance, and/or brushing, vacuuming of pool or skimming of pool surface.
- NOTE: Tideline reserves the right to skip up to four (4) weeks of service per year (Due to vacations, holidays, sick days and/or weather).

Filter Valet Includes
- A second set of cartridge filters (purchased by Owner)
- Bi‑annual filter exchange
- Removal of used cartridges
- Professional cleaning at Tideline’s facility
- Secure storage of cleaned cartridges until next exchange
- Note: A service fee applies per exchange. Second set of filters is invoiced upon first exchange.

Salt Cell Maintenance Includes
- Inspection of the Salt Chlorine Generator
- Cleaning per manufacturer recommendations if applicable
- Chemical treatment if required
- Email confirmation of service performed
- Note: A service fee + chemicals used applies per cleaning and inspection

General Service Terms and Conditions (Applies to All Service Types):

Code Compliance & Bather Safety: The owner, resident, and/or property manager is responsible for maintaining full compliance with all applicable Federal, State, and Local swimming pool codes, as well as the Virginia Graeme Baker Pool & Spa Safety Act (VGBA). This includes, but is not limited to, maintaining compliant fencing, gates, latches, main drains, suction outlets, backwash or waste lines, and any other required safety features.
Water Levels: It is the owner’s responsibility to maintain proper water levels. Tideline is not responsible for damage to pool or equipment due to low water levels unless damage was directly caused by the negligence of Tideline. In the unlikely event that damage does occur from negligence, Tideline liability will only be limited to the cost of the damaged pool equipment component. Damage caused by low water levels, including pump cavitation, plumbing deformation/melting, pipe cracking, or equipment overheating, is the sole responsibility of the owner. Structural damage resulting from low water levels, including but not limited to pool shell movement, floating, or “popping,” due to hydrostatic pressure is the sole responsibility of the owner. Hydrostatic pressure events are environmental and cannot be prevented by weekly pool service. Interior finish damage, including but not limited to PebbleTec, plaster, or aggregate cracking, delamination, shading, or discoloration caused by low water levels or exposure of the finish to air, is the sole responsibility of the owner.
Chemicals: All basic pool care chemicals are billed separately and itemized on each invoice. These chemicals are required to maintain proper water chemistry. Tideline will not use owner‑provided chemicals due to the uncertain formulation and quality of off‑brand products.
Service Day: Pool service shall be performed on a weekly basis; however, the specific day of service may vary and is not guaranteed. Tideline reserves the right to modify the scheduled service day at its discretion. Additionally, Tideline reserves the right to skip up to 4 weeks of service per calendar year due to vacations, holidays, illness, inclement weather or other circumstances.
Text Message Notifications: Tideline uses text messaging solely for service‑related notifications, including scheduling updates, service reminders, and billing alerts. By providing a mobile phone number, the owner consents to receive these service texts. Message and data rates may apply. Message frequency varies based on service activity. Text messages will not be used for unsolicited promotional or marketing content. Owners may opt out of text messaging at any time by replying STOP.
Email & Portal Responsibility: Tideline provides service notifications, visit summaries, invoices, and account updates through email and a customer portal. By enrolling in service and signing this agreement, the owner explicitly consents to the use of this portal for account management, billing, and communication. The owner agrees to maintain a valid email address and to ensure Tideline emails are not blocked by spam filters, inbox rules, or user‑side settings. Failure to open, read, or receive emails or portal notifications does not exempt the owner from service updates, service charges, chemical charges, or payment obligations. The owner is responsible for reviewing monthly invoices, service reports, and any communication delivered through email and customer portal.
Preventative Maintenance: With certain service types, tideline may notify the owner when preventative maintenance is recommended for their specific equipment, including but not limited to filter cleaning, filter valet exchanges, salt cell service, UV/ozone system maintenance, automation system checks, and heater service. The owner may approve or decline each service when notified. These services are billed at the time of service. Owner is solely responsible for ensuring their equipment receives manufacturer‑recommended maintenance. Tideline is not liable for equipment failure, reduced performance, or damage resulting from deferred, declined, or unperformed preventative maintenance.
Right of Entry: By initiating service, the Owner grants Tideline Pools LLC, its employees, and its authorized agents the explicit right of entry to the property without prior notice during normal business hours (and outside normal business hours in the event of an emergency) for the sole purpose of performing pool maintenance, inspections, and related services.
Access: Please provide 2 copies of gate/cage keys or lock combinations to ensure uninterrupted service. Owner is responsible for maintaining functional access to the pool, including but not limited to gates, locks, and any equipment required to access the water (such as automatic pool covers). If Tideline arrives on the regularly scheduled service day and cannot access the pool due to locked gates, obstructed access, a malfunctioning or inoperable gate, or any other owner-related access condition, there will be no credit for the missed visit.
Utilities: Owner grants Tideline permission to use on-site water and electricity as reasonably necessary to perform routine maintenance, filter cleanings, and related pool services.
Automatic Pool Covers: If your pool is equipped with an automatic pool cover, it must be fully open prior to our arrival on your scheduled service day. For liability and safety reasons, Tideline technicians will not open, close, manipulate, or otherwise interact with automatic pool covers or their accessories (such as cover sump pumps) under any circumstances. If the auto cover is closed upon our arrival, we will not be able to perform your weekly service. The service will be skipped, and no credit will be applied for this missed visit. It is the Owner’s sole responsibility to ensure the cover is completely open and the pool is ready for service. Furthermore, Tideline is not responsible for extreme chemical imbalances, equipment damage (including but not limited to heater corrosion), or interior finish etching resulting from prolonged cover closure, the absence of a proper Saltwater Chlorine Generator (“SWCG”) interlock switch, or third-party cover installations.
Inclement Weather: During inclement weather (rain, thunderstorms, wind events, etc.), only chemical‑only service and emptying of baskets will be performed if the area is deemed safe. Only liquid chemicals will be used during inclement weather. For the safety of our technicians, service will not be performed if pool decks, steps, driveways, or access paths are icy, slippery, or otherwise unsafe to walk on. If unsafe conditions prevent safe access to the pool and the owner did not notify Tideline in advance, the visit will be skipped, and no credit will be issued. If the owner notifies Tideline prior to the scheduled visit that access is unsafe, Tideline will make reasonable efforts to reschedule the visit. Chemical-only visits performed due to weather or safety conditions are considered a completed service and no credit or discount will be issued. Weather‑limited service, including reduced brushing, vacuuming, or skimming due to safety conditions, is considered a completed visit and no credit or discount will be issued. Rescheduling due to weather or unsafe conditions is not guaranteed and will be accommodated only as scheduling permits.
Pets: It is the owner or resident’s responsibility to restrain their pets any time a Tideline employee, vendor, or contractor is accessing the yard. Tideline is not responsible for pets escaping, being injured, or interacting with technicians during service visits. Tideline is not responsible for pets escaping due to gates, doors, or fences that do not latch, close, or secure properly. Tideline technicians will not handle, relocate, or attempt to secure pets under any circumstances. Tideline is not responsible for injuries caused by pets, including bites, scratches, or aggressive behavior. Any pet‑related injury to a Tideline employee, vendor, or contractor is the sole responsibility of the owner, and service may be suspended or terminated immediately if an aggressive animal is present.
Severe Weather Cleanup: Pool Service service does not cover catastrophic debris removal following severe weather events (e.g., hurricanes, tropical storms, severe gales). Removal of excessive debris, submerged patio furniture, or heavy branches is outside the scope of routine maintenance and will be quoted and billed as a separate, hourly post-storm cleanup service.
Unsafe Conditions: Tideline may suspend or skip service if unsafe conditions are present, including but not limited to aggressive animals, hazardous construction, exposed electrical components, unstable decking, or any condition that poses a safety risk to our technicians or to bather safety. No credit will be issued for visits skipped due to unsafe conditions.
Toys, Floats, Pool furniture: Please remove all toys, floats, and in‑pool furniture prior to your scheduled service day. Items left in the pool may obstruct vacuuming and pose a risk to Tideline equipment. If an object can damage or clog your in‑pool vacuum, it can damage ours as well. For safety and liability reasons, Tideline will not brush, skim, or vacuum on, under, or around in‑pool furniture or objects left in the pool due to the potential for damage or scratching. If items left in the pool prevent full service from being performed, the visit will be completed to the extent safely possible.
Fall Maintenance: Please empty skimmer and or cleaner baskets between service visits especially from Sept 1st through November 30th. Clogged skimmers or cleaners may damage pumps or equipment and emptying once per week may not be sufficient.
Existing Conditions & Wear and Tear: Tideline is not responsible for the condition, performance, failure, or ongoing normal wear and tear of any equipment, components, plumbing, interior finishes, gates, fences, decking, driveways, landscaping, or water quality issues.
Rate Changes: Tideline reserves the right to adjust service rates at any time due to changes in operational costs, chemical pricing, labor, or other business-related factors. Owners will be notified in writing at least thirty (30) days in advance of any rate increase. Continued use of services following the effective dates of the new rate constitutes acceptance of the updated pricing.

Service Limitations:

Weekly pool service is intended to maintain general water clarity, sanitation, and equipment observation. Certain conditions are outside the scope of weekly maintenance and may require additional visits or billable services. The owner acknowledges the following limitations:

Debris Accumulation: Wind, storms, trees, landscaping, and heavy leaf load may cause debris to accumulate between visits. Weekly service cannot always guarantee a debris‑free pool.
Algae Conditions: High heat, heavy rain, storms, bather load, equipment issues, or chemical demand spikes may result in algae growth even with proper weekly care. Algae remediation, including shock treatments, algaecides, phosphate removal, clarifiers, or supplemental visits, is billed separately and is not included in standard weekly service.
Chemical Demand Variability: Weather, temperature, bather load, water source, and environmental factors affect chemical usage and cost. Chemical needs may fluctuate throughout the year.
Equipment Failures: Pool equipment can fail for many reasons, including age, normal wear and tear, manufacturer defects, environmental factors, electrical issues, or sudden component failure. These failures can occur even when equipment is properly maintained and operating within normal parameters. All equipment malfunctions—including pump failures, leaks, clogged impellers, automation issues, heater problems, and salt cell failures—are outside the scope of weekly service and require separate diagnostics and repair. Tideline does not warranty, guarantee, or assume responsibility for the performance, lifespan, or failure of any pool equipment. Weekly service includes observations only; diagnostics, disassembly, troubleshooting, and repair require a separate service request.
Water Source (Fill Water Quality) & Contamination: Fill water quality is the sole responsibility of the Owner. Water added from municipal systems, wells, irrigation sources, or hoses may contain metals, minerals, phosphates, calcium, alkalinity, or other contaminants that can negatively affect water balance, saltwater chlorine generators, heaters, and pool surfaces. Tideline is not responsible for staining, scaling, etching, discoloration, cloudy water, or equipment damage caused by poor‑quality fill water or contaminants introduced through the Owner’s water source.
- Common fill‑water contaminants may include, but are not limited to:
  - iron, copper, or manganese
  - calcium hardness or mineral content
  - high alkalinity or low pH
  - phosphates or nitrates
  - sediment, debris, or organic material
  - well‑water metals or discoloration
  - municipal water treatment byproducts
- Weekly pool service cannot prevent staining, scaling, or water clarity issues caused by contaminated fill water. Any remediation required due to fill‑water contamination—including metal treatments, sequestrants, phosphate removal, clarifiers, or additional service visits—will be billed separately. These are known as Scale & Metal Control, Phosphate Treatments, etc.
- Tideline does not test or treat fill water. It is the owners responsibility to notify Tideline if a known water-quality issue exists.
Construction & Landscaping Debris: Dirt, mulch, concrete dust, sod, paver debris, and other contamination from construction or landscaping activities may require additional billable cleanup.
Third‑Party Interference: Tideline is not responsible for issues caused by owners, guests, or other third parties adjusting equipment, valves, automation settings, or chemistry.
Extreme Weather: Lightning, ice, unsafe decks, or severe weather may limit service to chemical‑only or prevent service entirely.
Short-Term Rentals: Properties operated as short-term rentals (e.g., Airbnb, VRBO) experience significantly higher bather loads and require specialized care. These properties are subject to custom pricing, customized visit frequencies, and specific skip-week policies, which will be explicitly detailed in the Owner's individual Agreement.

Payment Terms:

Invoicing: Invoices are generated on the last day of each month and include all service performed and chemicals used during that month. All invoices will be sent electronically to the email listed above. Payment is due upon receipt.
Auto Payments & Stored Payment Methods: Your account will be invoiced and debited automatically between the last and first day of the month. For continuous weekly pool maintenance, a valid payment method (Credit Card or ACH/eCheck) must remain securely stored on file at all times. By signing this agreement, you authorize Tideline to automatically debit your saved payment method for all monthly services and incurred chemical charges. It is the Owner’s sole responsibility to ensure that the payment method on file remains current, valid, and successfully processes. Payment methods can be managed and updated securely at any time through your online customer portal. In the event of a declined payment (e.g., expired card, account closed), service may be suspended until the account balance is paid and a valid payment method is updated. Note: All payments made via credit card will incur a 3% processing fee. To avoid this fee, owners may securely link a checking account for ACH/eCheck auto-payments, which are processed with no additional fees.

Cancellation Policy:

Cancellation Policy: Pool Care services are month-to-month and may be terminated by either party at will. If you wish to cancel service, you must notify Tideline in writing via email. Cancellations are effective at the end of the current billing cycle. No prorated refunds will be issued for mid-month cancellations. Tideline reserves the right to terminate or suspend service immediately due to unsafe conditions, repeated access issues, flooding of pool, damaged pool equipment, or non-payment.

Updates To Terms & Privacy Policy:

Terms of Service Updates: Tideline may update these Terms of Service from time to time to reflect changes in operational practices or needs, safety requirements, communication policies, administrative corrections, clarifications, or changes in business practices. Any updates will be communicated to the owner via email. Continued use of Tideline services following the effective date of an updated Terms of Service constitutes acceptance of the revised terms. Owners are solely responsible for reviewing all emailed updates.
Privacy Policy: We do not share information with third parties or affiliates for marketing or promotional purposes. Mobile information will not be shared with any third parties except as required to provide customer service or support services.

Liability, Reporting, Indemnification & Assignment

Liability: Under the terms of this agreement, Tideline Pools LLC will not be held responsible for any staining or damage to pool interior finishes, pool furniture, or pool equipment to include but not limited to filter pumps, automation systems, heaters, heater parts, paver or concrete decking, driveways, grass, gates, landscaping, etc. Since pool interior finishes are composed of natural materials, a certain amount of shading and/or color variation is to be expected. Different forms of staining occur in all pools and with proper water balance can be held to a minimum. Tideline is not responsible for structural conditions or failures, including cracks, leaks, shifting, movement, or water loss in the pool shell, spa, plumbing, decking, or surrounding hardscape. Tideline is not liable for any damage, staining, or equipment issues resulting from pre‑existing conditions, owner actions, deferred maintenance, or environmental factors outside Tideline’s control.
Reporting Issues & Damages: Tideline strives to provide excellent service and treat every property with the utmost care. If the Owner believes a Tideline technician caused damage to the property, or if the Owner is dissatisfied with a specific service visit, the Owner must report the issue to Tideline in writing within 48 hours of the completed service visit. Failure to report issues within 48 hours waives the Owner’s right to claim damages or request a courtesy revisit, as it becomes impossible to determine liability after an extended period of time or subsequent use of the pool.
Indemnification & Disputes: Tideline Pools LLC, its employees and/or independent contractors, agrees to provide swimming pool maintenance in a responsible manner. To the fullest extent of the law, you agree to indemnify and hold harmless Tideline Pools LLC, its owner, employees, and/or independent contractors, and agents of any of them from and against all claims, damages, losses and expenses to include but not limited attorney fees arising out of or resulting from performance of work under this agreement, provided that any such claim, damage, loss or expense is attributable to bodily injury, sickness, disease, or death or to injury to or destruction of tangible property, but only to the extent caused by negligent acts or omissions of contractors, subcontractors, or anyone directly or indirectly employed by them or anyone for whose acts they may be liable, regardless of whether or not such claim or damage, loss or expense is caused in part by the party indemnified hereunder. Such obligation shall not be construed to negate, abridge, or otherwise reduce other rights or obligations of indemnity which would otherwise exist as to a part of the person described in this section. Any disputes from this agreement shall first be resolved through mediation. These terms of service shall be governed by and construed in accordance with the laws of the State of North Carolina.
Assignment: Tideline Pools LLC reserves the right to assign this agreement at will to any parent, affiliate, subsidiary, individual principal or to any successor in interest to substantially all the stock and/or assets of such entity

Cross Default with Construction Contracts

Cross-Default & Construction Warranty Suspension: Maintaining an account in good financial standing is a strict prerequisite for receiving service, diagnostic evaluations, or warranty performance under any construction or builder agreement with Tideline Pools LLC. In the event Owner’s service account becomes past due or delinquent, Tideline Pools LLC reserves the right to suspend routine pool maintenance services and to withhold all warranty performance, warranty processing, and on‑site service calls under any prior or concurrent pool construction, renovation, or equipment installation contracts until all outstanding service balances are paid in full. Such suspension shall not void construction warranties, but performance shall be strictly withheld during any period of non‑payment. Tideline Pools LLC is not responsible for damage, staining, scaling, corrosion, or equipment failure occurring during any period of suspended service or warranty.

A default includes, but is not limited to:
- unpaid invoices
- declined or expired payment methods
- chargebacks
- refusal to allow access
- unsafe conditions
- violation of service terms
- failure to maintain required water levels
- failure to maintain required equipment (filters, salt cells, etc.)
Warranty coverage may be suspended or voided if:
- water chemistry is not maintained
- water levels are not maintained
- filters are not cleaned or exchanged as recommended
- salt cells are not cleaned as recommended
- equipment is operated in unsafe or damaging conditions
- Owner declines or fails to perform required preventative maintenance
- Owner interferes with equipment operation or automation settings