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Customer Terms and Conditions

These apply to all interactions and transactions between customers and Arrow Pools. We reserve the right to change these terms and conditions.

Service Call Fees
Service call fees are applied to every onsite labor bill and charged per each visit unless quoted otherwise by the company in advance. The fee is based on the zip code of the house requesting service in retrospect to our office. Customers are required to pay the service call fee to receive on-site service. Failure to pay the invoice in full may result in account closure and/or legal action against the account owner.

Outstanding Balance Policy
Payment is expected upon receiving the invoice. The customer is unable to book other work or hold a waitlist spot if the account has an outstanding balance. Accounts with outstanding balances may face late fees, interest, or legal action against the account owner.

No Cancellation, No Service Policy
The first time Arrow Pools shows up to a confirmed appointment, and the work is completed or no longer needed, the charge will be cancelled.  The second time Arrow Pools shows up to an appointment that should have been cancelled, the account will be closed and unable to book future service appointments. Appointments that are booked but cancelled ahead of time are not included in this policy. Appointments that the company canceled due to poor weather or any other issues outside the customer’s control do not apply to this policy as well.

Account Management Policy
We do not allow customers to book appointments for family members, neighbors, coworkers, etc. Only the customer(s) listed on an account may request information or services regarding said account. Should you need to add someone to your account please submit your request in writing via email, text, or mail.

Opt-In Policy
Arrow Pools does offer texting as a form of communication between the company and its customers. By opting in to receive texted communications, you consent to receive periodic messages, either automated or sent by company personnel.  All texts sent to Arrow Pools through this form of communication are kept for reference in client communication as well as for training purposes. Standard data and texting rates may apply. You may opt-out at any time by replying STOP

Card on Account Policy
Jobber allows customers to store payment information to their customer account. If you wish to keep a card on file, simply log in to the Jobber ClientHub to save the payment information. Having a card on account does not mean automatic payments will be applied to posted balances. When an invoice is posted you still need to express written approval to charge the card on account. You may reply to the text or email to give this written approval.

Arrow Pools offers the storage of winter safety covers at its location for a fee of $75.00. Arrow Pools is not responsible for any damage that the cover may receive while in storage.

Onsite Service Policy
All on-site labor provided by Arrow Pools is billed at minimum the appropriate service call fee and $100.00USD. Any time past one (1) hour of labor is billed at an additional $100 per hour.

Appointment Times Policy 
Appointment reminders are sent via text or email a few days prior to the appointment. Cancellations and/or changes in appointment time/date are also communicated via an automated text or email system. Exact times are subject to change without advance notice. All time referenced in any automated text or email is not the exact time of arrival but serves as a rough expectation to arrive.

Inclement Weather Policy
Arrow Pools may cancel an appointment due to weather without any advanced notice. If severe weather is prolonged, this may require several days of appointments to be cancelled. Customers will be notified via an automated message sent to the text number or email address on file, and the appointment will be rescheduled.

Pet Policy
Arrow Pools requires pets to be in the home or always leashed and supervised in the yard during appointments. Failure to do so can result in injury to our employees or your pet. Should a pet be left unsupervised in the yard or unleashed, service crews must reschedule the appointment.

Permanent Closure Policy
Arrow Pools has several instances in which an account may be archived and barred from making future appointments. These instances include but are not limited to reoccurring past due invoices with delayed payments; reoccurring charge backs or bounced checks; threatening behavior, harassment of any kind, or discrimination against any Arrow Pools staff or subcontracted employee(s); and theft or vandalism of Arrow Pools property.