Effective Date: Feb 9, 2026

LEGAL ENTITY

These Terms of Service ("Terms") apply to services provided by Properly Pool Service, a service brand operated by Properly, a pool maintenance and repair company ("Properly," "we," "us," or "our").

Dear Valued Customer,

We are writing to inform you of updates to our Terms of Service. These changes are designed to enhance clarity, improve service delivery, and ensure the highest standards of pool care and maintenance. Please review these updated terms carefully.

WELCOME

Thank you for choosing Properly for your pool care needs. Our mission is simple — to make property care properly done. This agreement outlines the professional pool service we provide and the terms that help us keep your pool sparkling, healthy, and worry-free.

Your satisfaction is our priority. Backed by the Properly Promise, every service includes a 100% Satisfaction Guarantee and a 1-year repair warranty, so you can trust the job is properly done, every time.

WEEKLY SERVICE INCLUDES

  • Test and balance water chemistry
  • Add standard chemicals as needed (if "Plus Chems" plan selected)
  • Empty skimmer and pump baskets
  • Empty pool sweep bag
  • Brush pool walls, steps, and tile line
  • Skim debris from pool surface
  • Vacuum as needed
  • Backwash DE or sand filters if applicable
  • Inspect visible equipment for proper operation

Each service typically takes 15–25 minutes, depending on pool condition and debris load.

1. PRICING ADJUSTMENTS

For month-to-month customers, Properly reserves the right to adjust pricing at any time with written notice prior to the next billing cycle.

For extended-term contracts (1-year, 2-year, or 3-year), monthly service fees will automatically increase by 3.5% annually on the contract anniversary date to reflect cost-of-living and operational adjustments.

2. LATE PAYMENT AND SERVICE SUSPENSION

  • A 5% late payment fee applies to any invoice not paid within 14 days of billing.
  • Accounts past due more than 14 days will have service suspended until full payment, including any fees, is received.
  • Properly reserves the right to terminate service for repeated late or missed payments.

3. ADDITIONAL & SEASONAL SERVICES

Filter Maintenance:

Filter cleans, salt-cell cleans, drain & refill services, and other maintenance services are performed at an additional cost. Filter cleaning is recommended two to three times per year depending on system type and manufacturer requirements.

Additional options may include:

  • Mineral or phosphate treatments
  • Calcium removal and tile cleaning
  • Stone sealing and cosmetic maintenance
  • Mastic replacement or minor surface work

Contact the office for scheduling and pricing.

4. REPAIRS

  • Properly handles equipment diagnostics, repairs, and replacements.
  • All repairs, regardless of cost, will be quoted and require customer approval before scheduling.
  • If an urgent issue is identified that would render the pool hazardous or unsafe, or would result in significantly higher maintenance costs if not immediately addressed, we may perform repairs on the spot if the cost does not exceed $100.
  • The customer is responsible for maintaining functional equipment and authorizing timely repairs.
  • Delaying necessary equipment repairs may lead to service interruptions or poor water quality.
  • A diagnostic fee may apply when a technician is dispatched outside of regular service. If the repair is approved during that visit, the diagnostic fee will be credited toward the final cost.

5. BILLING, PAYMENT & AUTO-PAY

  • Service is billed monthly in advance and includes chemicals used during the prior month if applicable.
  • Repairs and one-time services are billed separately.
  • All new service agreements require enrollment in Auto-Pay via ACH or credit card.
  • Customers will receive an Auto-Pay enrollment email following signup.
  • Invoices are emailed monthly for your records, even if Auto-Pay is active.
  • Late payments may result in service suspension and applicable late fees.
  • Properly reserves the right to cancel service for repeated non-payment.

6. ACCESS & SAFETY

  • Access to the pool and equipment must be available on the scheduled service day. If access is blocked, a $30 reschedule fee may apply.
  • Customers are responsible for keeping gates, latches, and locks in working order.
  • Please secure or remove aggressive pets during service. Properly technicians will not risk entering unsafe yards. Properly is not responsible for pets escaping while gates are opened or closed.

7. CUSTOMER RESPONSIBILITIES

To ensure consistent, high-quality service, the customer agrees to:

  • Maintain proper water level in the pool
  • Keep gates and equipment areas accessible
  • Authorize necessary repairs promptly
  • Notify Properly of irregular noises, leaks, or visible damage
  • Maintain functional equipment; neglect or delayed repairs may prevent normal cleaning

8. SERVICE SCHEDULE

Your pool will be serviced on the same day each week by a trained Properly Technician. Routes may shift due to weather, holidays, or operational needs. Notice will be provided for recurring changes.

We service pools during light rain and wind but postpone during unsafe conditions. When necessary, visits will be rescheduled within the same week.

During heavy leaf-fall seasons, additional visits or debris removal may be recommended and may incur additional cost.

9. WEATHER & FREEZE CONDITIONS

  • In freezing weather, water circulation must continue until temperatures rise above 32°F.
  • Customers must monitor freeze protection systems and contact Properly immediately if issues arise.
  • During high winds or dust storms, water clarity may require multiple visits to restore.

10. HOLIDAYS

Properly observes: Memorial Day, Independence Day, Labor Day, Thanksgiving week, and the week between Christmas and New Year's Day. Alternate service days may apply and will be communicated.

11. SPECIAL EVENTS & EXTRA CLEANING

Notify us in advance if hosting a special event. Additional cleanings may be scheduled at an added cost.

12. CANCELLATION & RENEWAL

This agreement continues according to the selected term and automatically renews month-to-month. 30 days written notice is required to cancel.

Reinstating service after cancellation may incur a one-time restoration cleaning fee.

13. COMMUNICATIONS & TEXT MESSAGING CONSENT

By providing your phone number and enrolling in Properly services, you consent to receive service-related communications from Properly, which may include:

  • Appointment confirmations and reminders
  • Service notifications and schedule updates
  • Billing notices and payment confirmations
  • Repair approvals and service follow-ups

Message frequency varies based on your service activity.

Message and data rates may apply.

Carriers are not liable for delayed or undelivered messages.

You may opt out of text messages at any time by replying STOP.

For assistance, reply HELP or contact our office directly.

Consent to receive service-related messages is not a condition of purchasing services, but certain notifications may be required to properly deliver and manage your service.

14. DISPUTE RESOLUTION & ARBITRATION

Any dispute arising under this agreement shall be resolved through binding arbitration administered by the American Arbitration Association (AAA) under its Commercial Arbitration Rules. Arbitration will occur in the county where service is performed.

PRIVACY POLICY

Properly respects your privacy. Please review our Privacy Policy, which governs how we collect, use, and protect your information, including SMS communications:

Privacy Policy

ACCEPTANCE OF TERMS

By continuing to receive our services after the effective date, you acknowledge and agree to these Terms of Service.

If you have questions, please contact us.

Sincerely,
Properly Pool Service