Our service commitment to you...
Introduction
The purpose of this service commitment is to set out our relationship with you when you accept and we deliver on your pool service requirements.
Agreement
Further to any different or additional terms agreed, these terms will apply whenever you ask us to service and maintain your pool(s) and/or plant.
Our role in working for you
We will provide you with the pool maintenance services that you request. You may limit or expand the scope of your initial service request at any time.
Client care and services
At all times we will:
Your personal information
We regard client confidentiality as of paramount importance. We will hold in confidence all information concerning you and your property.
Our prices
Pool Servicing based on our “service menu”, each service is priced accordingly.
Gmp
We can also provide you with Guaranteed Maximum Price for extra work required – for example, should you require a new pump, pool plant maintenance or other work.
How do we bill you?
Residential Services
Our general practice is to direct debit your account for services provided. However, we can provide credit card facilities and payment on invoice. Our invoices require payment within 7 days (basically, prior to your next service). Our expectation is that every invoice is paid upon receipt and if two invoices remain unpaid we reserve the right to not attend to your pool (following consultation with you).
Commercial Services
Our general practice is to direct debit your account for services provided, or you can pay by credit card or indeed you can be invoiced each fortnight and pay by direct credit into The Naked Pool Company bank account. Naked Pool Company’s bank account details are:
Naked Pool Company Ltd
National Bank, Newmarket
06-0541-0608481-00
We only ask that if you credit directly to Naked Pool Company’s bank account, please ensure you put your invoice number and name as a reference.
To make bill paying easy for you, invoices can be paid by Credit Card or by Direct Debit – you choose when you sign up with us.
If you have any concerns about payment, please contact 0800 20 40 44 to make payment arrangements or email us.
Do we require payment in advance?
Should you be requiring a Green to Blue service or a One-Off maintenance job, we will need to ask you for a 50% deposit in advance for out-of-pocket expenses payable to third parties on your behalf and/or as security for professional fees. This money will be held in our account on your behalf and will be used to pay any charges as they become due.
How does our engagement end?
You may end our arrangement by giving us written notice at any time. You must pay any fees for work done and for other charges incurred up to the time of termination. We may end our engagement at any time, including if our fees and charges are not paid when due.
Oh dear, what happens if the bill isn't paid?
If accounts are not paid by the due date, we reserve the right to stop working on your pool until payment is received.
Because you are our client, we have no recourse to any person other than you, even in the event that you expect another party to reimburse you for our services and/or other charges.
And should worst come to worse….any unpaid accounts will incur late payment fees and collection costs. Naked Pool is eligible to recover costs if debts are recovered by our nominated Collections Agency.
Locked gates fee
As we need to gain access to your property to service your pool, please keep us updated regarding any gate code or key changes.
Should we arrive at site to complete a job, and we are unable to gain access due to a locked gate, we will be required to charge you the full service fee even though we have not been able to service your pool.
Rest assured that all our client keys and codes are securely stored.
Site revisit fee
We really appreciate being kept updated regarding any issue on site you may be facing i.e. no power at your property or the pool has no water etc. If you can let us know of any such things prior to our arrival it will save you the $35 revisit fee to complete our service
Third party contractors
Where the Naked Pool Company needs to contract works to a third party, you will be asked to agree a contract directly with that third party. Whilst Naked Pool Company may continue to manage the works on your behalf, and with you, any risks related to that third parties work are between you and the third party contractors.
Our insurance cover
We hold professional indemnity and public liability insurance that meets or exceeds the minimum standards. We can provide you with particulars of the minimum standards upon request.
Complaints
At Naked Pool we hope that there won’t be any complaints, but should you have one we do maintain a procedure for handling any complaints by clients, designed to ensure that a complaint is dealt with promptly and fairly.
If you have a complaint about our services or charges, you may refer your complaint to Neil Robb. He may be contacted as follows:
• by letter
• by email to Neil our business juggler and customer service guru.
• by telephoning him on 09 529 1482 or 027 886 0571.
General
These terms apply to any current engagement and also to any future engagement, whether or not we send you another copy of them.
Any photos taken of the pools we maintain may be used on our website for marketing purposes only. We will ensure that none of your personal details will be divulged… we just want to show off your new sparkling pool water.
We are entitled to change these terms from time to time, in which case we will send you amended terms.
The purpose of this service commitment is to set out our relationship with you when you accept and we deliver on your pool service requirements.
Agreement
Further to any different or additional terms agreed, these terms will apply whenever you ask us to service and maintain your pool(s) and/or plant.
Our role in working for you
We will provide you with the pool maintenance services that you request. You may limit or expand the scope of your initial service request at any time.
Client care and services
At all times we will:
- Act competently, be on time and work in accordance with instructions received and arrangements made with you
- Provide you with information about the work to be done, who will do it and the way the services will be provided
- Ensure that your pool water is clean and clear
- Assist you with any pool compliance issues
- Provide you with your water test results should you ask for them
- Keep you informed about the work being done and advise you when it is completed
- Ensure your property is left secure upon departure
- Not send any “surprise” bills
Your personal information
We regard client confidentiality as of paramount importance. We will hold in confidence all information concerning you and your property.
Our prices
Pool Servicing based on our “service menu”, each service is priced accordingly.
Gmp
We can also provide you with Guaranteed Maximum Price for extra work required – for example, should you require a new pump, pool plant maintenance or other work.
How do we bill you?
Residential Services
Our general practice is to direct debit your account for services provided. However, we can provide credit card facilities and payment on invoice. Our invoices require payment within 7 days (basically, prior to your next service). Our expectation is that every invoice is paid upon receipt and if two invoices remain unpaid we reserve the right to not attend to your pool (following consultation with you).
Commercial Services
Our general practice is to direct debit your account for services provided, or you can pay by credit card or indeed you can be invoiced each fortnight and pay by direct credit into The Naked Pool Company bank account. Naked Pool Company’s bank account details are:
Naked Pool Company Ltd
National Bank, Newmarket
06-0541-0608481-00
We only ask that if you credit directly to Naked Pool Company’s bank account, please ensure you put your invoice number and name as a reference.
To make bill paying easy for you, invoices can be paid by Credit Card or by Direct Debit – you choose when you sign up with us.
If you have any concerns about payment, please contact 0800 20 40 44 to make payment arrangements or email us.
Do we require payment in advance?
Should you be requiring a Green to Blue service or a One-Off maintenance job, we will need to ask you for a 50% deposit in advance for out-of-pocket expenses payable to third parties on your behalf and/or as security for professional fees. This money will be held in our account on your behalf and will be used to pay any charges as they become due.
How does our engagement end?
You may end our arrangement by giving us written notice at any time. You must pay any fees for work done and for other charges incurred up to the time of termination. We may end our engagement at any time, including if our fees and charges are not paid when due.
Oh dear, what happens if the bill isn't paid?
If accounts are not paid by the due date, we reserve the right to stop working on your pool until payment is received.
Because you are our client, we have no recourse to any person other than you, even in the event that you expect another party to reimburse you for our services and/or other charges.
And should worst come to worse….any unpaid accounts will incur late payment fees and collection costs. Naked Pool is eligible to recover costs if debts are recovered by our nominated Collections Agency.
Locked gates fee
As we need to gain access to your property to service your pool, please keep us updated regarding any gate code or key changes.
Should we arrive at site to complete a job, and we are unable to gain access due to a locked gate, we will be required to charge you the full service fee even though we have not been able to service your pool.
Rest assured that all our client keys and codes are securely stored.
Site revisit fee
We really appreciate being kept updated regarding any issue on site you may be facing i.e. no power at your property or the pool has no water etc. If you can let us know of any such things prior to our arrival it will save you the $35 revisit fee to complete our service
Third party contractors
Where the Naked Pool Company needs to contract works to a third party, you will be asked to agree a contract directly with that third party. Whilst Naked Pool Company may continue to manage the works on your behalf, and with you, any risks related to that third parties work are between you and the third party contractors.
Our insurance cover
We hold professional indemnity and public liability insurance that meets or exceeds the minimum standards. We can provide you with particulars of the minimum standards upon request.
Complaints
At Naked Pool we hope that there won’t be any complaints, but should you have one we do maintain a procedure for handling any complaints by clients, designed to ensure that a complaint is dealt with promptly and fairly.
If you have a complaint about our services or charges, you may refer your complaint to Neil Robb. He may be contacted as follows:
• by letter
• by email to Neil our business juggler and customer service guru.
• by telephoning him on 09 529 1482 or 027 886 0571.
General
These terms apply to any current engagement and also to any future engagement, whether or not we send you another copy of them.
Any photos taken of the pools we maintain may be used on our website for marketing purposes only. We will ensure that none of your personal details will be divulged… we just want to show off your new sparkling pool water.
We are entitled to change these terms from time to time, in which case we will send you amended terms.
