Service Policy
At LPE Service Management, we are committed to delivering consistent, professional, and reliable care for your pool and outdoor spaces. Our Service Policy is designed to establish clear expectations, promote transparent communication, and ensure every customer receives the highest standard of service. The following terms outline how our services are performed and the responsibilities of both LPE Service Management and our valued Customers.
1. Scope of Services
LPE Service Management provides professional routine pool maintenance designed to keep your pool clean, safe, and operating efficiently. Standard service may include, as applicable:
Skimming surface debris
Brushing pool walls, tile lines, steps, and other accessible surfaces
Vacuuming the pool as needed
Emptying skimmer baskets, pump baskets, and cleaner bags (where applicable)
Testing and balancing standard water chemistry
Performing a visual inspection of pool equipment for noticeable operational issues
Routine service is intended to maintain a properly functioning pool and does not include repairs, equipment replacement, leak detection, green pool recovery, storm cleanup, excessive debris removal, or other services outside the normal scope of maintenance. Specialty chemicals, replacement parts, corrective treatments, and additional labor beyond standard service will be recommended as needed, quoted separately, and performed only with Customer approval unless immediate action is necessary to prevent further damage or address a safety concern.
Our goal is to provide transparent, high-quality service so you always understand the work being performed and any additional recommendations for your pool.
2. Scheduling & Service Flexibility
LPE Service Management provides services on a weekly or bi-weekly schedule, subject to weather conditions, operational requirements, and route optimization. While we strive to maintain consistent service days, exact service dates and arrival times are not guaranteed and may vary due to routing adjustments, seasonal demand, holidays, emergencies, staffing needs, or other circumstances beyond our reasonable control.
If a scheduled service cannot be completed due to unsafe weather conditions, inaccessible property, safety hazards, or other conditions outside of LPE Service Management's control, the service may be delayed, rescheduled, or modified at our discretion. Such occurrences do not entitle the Customer to a credit, refund, or reduction in service fees.
LPE Service Management is committed to providing reliable communication and will make every reasonable effort to notify Customers in advance of any significant scheduling changes whenever practicable.
3. Customer Responsibilities
To ensure services can be performed safely and efficiently, the Customer agrees to maintain reasonable access to the property and pool area during each scheduled service visit. The Customer is responsible for ensuring that:
The pool area is accessible, unlocked, and free from obstructions.
All pets and other animals are properly secured away from the service area.
The pool water level is maintained at an appropriate operating level.
Gates, locks, alarms, access codes, and other entry systems are functional and provide uninterrupted access to the service area.
If LPE Service Management is unable to perform the scheduled service due to inaccessible property, locked gates, unsecured animals, malfunctioning access systems, or any other condition within the Customer's control, the scheduled visit may be deemed a completed service and billed accordingly, as labor, travel time, and scheduling resources have already been allocated.
4. Payments & Service Fees
Recurring Services: The monthly service fee is due upfront at the beginning of each billing cycle, and a valid payment card must be maintained on file.
Pool Service or Pool Opening/Closing: Seventy percent (70%) of the total service fee becomes non-refundable once the service has been scheduled, labor has been allocated, or chemicals have been committed. This non-refundable portion compensates LPE Service Management for scheduling commitments, labor allocation, operational planning, and resources reserved specifically for the Customer. Once services have been fully or substantially performed, the applicable service fees are considered earned and are non-refundable, except where required by applicable law.
Repairs & Installations: A 70% deposit is required before work begins, with the remaining balance due upon completion. Special-order parts must be paid in full before ordering.
Large Projects: Fifty percent (50%) is due before work begins, twenty-five percent (25%) is due at the project midpoint, and the remaining twenty-five percent (25%) is due upon final completion.
Automatic payment methods on file may be charged according to the agreed payment schedule. Late or declined payments may be subject to applicable processing fees or late charges, and services may be suspended until the account is brought current. Any required deposits are non-refundable once scheduling, labor, or materials have been committed.
4a. Refund Policy
LPE Service Management is committed to providing professional, high-quality service and values customer satisfaction. If a Customer believes that services were not performed in accordance with this Agreement, the Customer must notify LPE Service Management in accordance with Section 9 – Communication & Customer Satisfaction so that we have a reasonable opportunity to inspect and, if appropriate, address the concern.
Because our services require the commitment of scheduling, labor, travel, equipment, administrative resources, and materials that cannot be recovered once committed, refunds are not issued for services that have been fully or substantially performed.
Refunds will not be issued due to, including but not limited to:
A change of mind after scheduling or completion of services.
Cancellation after the non-refundable portion of the service fee has been earned under this Agreement.
Dissatisfaction resulting from conditions beyond LPE Service Management's reasonable control, including weather, storms, equipment failure, pre-existing conditions, water chemistry changes occurring after service, normal debris accumulation, customer actions, or actions of third parties.
The Customer's decision to hire another service provider after services have been scheduled or completed.
If LPE Service Management determines that a verified service-related issue exists and is directly attributable to our workmanship, LPE Service Management reserves the right, at its sole discretion, to inspect the reported concern and either:
Re-perform the affected portion of the service;
Provide a reasonable account credit toward future services; or
Issue a partial refund if deemed appropriate based on the circumstances.
The remedies above shall constitute the Customer's sole and exclusive remedies for any claim relating to the quality or performance of services provided by LPE Service Management.
Approved refunds, if any, will be issued to the original method of payment or a check and may require up to sixty (60) days to process, depending on the Customer's financial institution.
5. Chemicals & Repairs
Standard water-balancing chemicals customarily used during routine service are included unless otherwise specified in your service agreement. Specialty chemicals—including, but not limited to, shock treatments, phosphate removers, algaecides, salt, stabilizer, enzyme treatments, and other corrective chemicals—are not included in routine service pricing and will be billed separately as needed.
Repairs, replacements, and additional services will not be performed without the Customer's prior approval, except when immediate action is reasonably necessary to protect persons, prevent further property damage, or address an urgent safety concern. In such circumstances, LPE Service Management may take reasonable measures to mitigate damage and will notify the Customer as soon as practicable.
LPE Service Management is not responsible for the failure, deterioration, or replacement of equipment or components due to normal wear and tear, age, pre-existing conditions, manufacturer defects, improper installation by others, acts of nature, or circumstances beyond our reasonable control. Recommendations for repairs or equipment replacement are provided in good faith to help maintain the safe and efficient operation of your pool system.
6. Weather & Natural Events
Service visits may be delayed, rescheduled, or modified due to unsafe weather conditions or other circumstances beyond LPE Service Management's reasonable control, including but not limited to severe storms, high winds, flooding, or natural disasters. We will make every reasonable effort to complete services as soon as conditions are safe.
Routine weekly service does not include storm recovery, excessive debris removal, flood cleanup, or restoration resulting from weather-related events. Such services may be performed upon request and will be quoted and billed separately.
7. Cancellations, Service Suspension & Termination
At LPE Service Management, we understand that circumstances may change and customers may need to adjust or discontinue services. To provide reliable scheduling, maintain efficient routing, and properly allocate technician time, labor, chemicals, and other resources, the following cancellation and termination policies apply.
7a. Recurring Service Cancellation
Customers requesting cancellation of recurring pool service must provide a minimum of 7 days written notice to LPE Service Management prior to the requested cancellation date.
Cancellation requests must be submitted through an accepted communication method, including email, text message, or other written communication approved by LPE Service Management. Verbal cancellation requests may not be considered official notice unless confirmed by LPE Service Management.
Customers remain responsible for payment of all services performed, scheduled, or reserved prior to the effective cancellation date.
Cancellation of future services does not cancel or eliminate outstanding balances, unpaid invoices, approved charges, deposits, or payments owed for services already provided.
7b. Monthly Recurring Service Payment Responsibility
Recurring service charges are based on the agreed monthly service rate and are due according to the payment terms established between the customer and LPE Service Management.
Customers acknowledge that monthly recurring service payments are collected to reserve service availability, route scheduling, technician time, and ongoing maintenance obligations throughout the billing period.
Once a service period has begun, cancellation or termination of service does not eliminate the customer’s responsibility for services already performed, scheduled, or reserved during that period.
Monthly recurring service payments are considered earned as services are provided throughout the scheduled service period. Refunds, credits, or adjustments for unused portions of a billing period are not guaranteed and will be determined by LPE Service Management based on the circumstances of the cancellation, services performed, and resources committed.
7c. Payment Responsibility Upon Cancellation
Customers acknowledge that LPE Service Management schedules services based on route planning, technician availability, labor allocation, chemical requirements, and other business resources.
If a customer cancels service after LPE Service Management has:
Completed scheduled service visits;
Reserved service dates or route availability;
Allocated labor or technician time;
Purchased, prepared, or committed materials or chemicals;
Begun work or provided service;
the customer remains responsible for payment for all completed services and any approved charges incurred prior to the cancellation effective date.
Cancellation of an account does not relieve the customer of payment obligations for services already performed.
7d. Cancellation After Service Has Begun
If a customer requests cancellation after services have started, LPE Service Management reserves the right to collect payment for all completed visits, outstanding balances, approved materials, chemicals, and any other charges incurred prior to the cancellation effective date.
Customers may not cancel service solely to avoid payment for services already performed.
Any dispute regarding service quality, completion, or results must be communicated according to the Communication, Customer Satisfaction, Service Concerns & Disputed Services section of this agreement. A cancellation request does not remove the customer’s responsibility to pay for services already provided.
7e. Deposits, Scheduled Services & Committed Resources
Customers acknowledge that certain services require scheduling, labor allocation, preparation, and resource commitments before work begins.
Deposits and payments made for scheduled services are subject to the deposit and payment terms outlined in this agreement. Deposits may become non-refundable once scheduling, labor, materials, chemicals, or other resources have been committed by LPE Service Management.
Cancellation after resources have been committed does not automatically entitle the customer to a refund.
7f. Service Suspension or Termination by LPE Service Management
LPE Service Management reserves the right to suspend or terminate service at any time due to circumstances including, but not limited to:
Non-payment or past-due balances;
Repeated declined payments;
Failure to provide property access;
Unsafe working conditions;
Threatening, abusive, or inappropriate behavior;
Repeated violations of service policies;
Conditions that prevent safe or proper completion of services;
Customer interference with service procedures;
Failure to maintain required pool conditions or responsibilities.
If service is suspended or terminated due to customer-related issues, the customer remains responsible for all outstanding balances and charges incurred prior to termination.
7g. Final Account Balance & Collection Rights
Upon cancellation or termination of service, all outstanding balances become immediately due unless otherwise agreed upon in writing by LPE Service Management.
Failure to pay amounts owed may result in service suspension, termination, additional collection actions, and any other remedies available under applicable law.
Customers acknowledge that cancellation of future services does not cancel payment obligations for completed work, scheduled services, or expenses already incurred by LPE Service Management.
7h. Customer Acknowledgment
By scheduling service with LPE Service Management, customers acknowledge that service appointments require planning, scheduling, labor allocation, and business resources. Customers agree that cancellation does not eliminate responsibility for services already performed, scheduled, or resources already committed.
LPE Service Management is committed to providing professional service, transparent communication, and fair policies designed to protect both the customer and the company.
7i. Payment Responsibility Statement
Services are billed based on work performed, scheduled services, and resources committed. Customer cancellation, dissatisfaction, or termination of service does not waive payment responsibility for services already provided or expenses incurred under this agreement.
8. Safety & Liability
The Customer is responsible for maintaining a safe and accessible property and pool environment for all service personnel and visitors. LPE Service Management is not liable for injuries, damages, or losses resulting from unsafe property conditions, hazards, defective equipment, restricted access, or conditions beyond our reasonable control. The Customer agrees to promptly disclose any known safety concerns that may impact the performance of services or the safety of our personnel.
9. Communication, Customer Satisfaction, Service Concerns & Disputed Services
At LPE Service Management, we value clear communication and strive to provide reliable, professional service for every customer. We encourage customers to communicate any questions, concerns, or service-related issues so we can address them promptly and maintain the highest level of service.
Any concerns regarding a completed service must be communicated to LPE Service Management within 48 hours of the service visit. This allows LPE Service Management the opportunity to review the concern, inspect the pool or service area if necessary, and determine an appropriate resolution.
If a concern is not reported within the 48-hour timeframe, the service will be considered accepted as completed. LPE Service Management may be unable to verify the condition of the pool, equipment, or service area at the time of service and may not be responsible for conditions that develop, change, or occur after the service visit.
LPE Service Management will make reasonable efforts to address legitimate service concerns reported within the required timeframe. Any corrective action, service adjustment, additional visit, or other resolution will be determined by LPE Service Management based on the circumstances of the concern and the scope of services provided.
9a. Service Completion & Customer Expectations
LPE Service Management performs services based on the agreed scope of work and scheduled service requirements. A service visit is considered completed when LPE Service Management has arrived at the property, performed the applicable maintenance tasks included within the service agreement, and completed the work reasonably possible based on the conditions present at the time of service.
Customers acknowledge that pool conditions may require multiple service visits, additional treatments, or corrective actions before desired results are achieved. Factors that may affect pool conditions include, but are not limited to, algae growth, severe water imbalance, equipment performance, weather conditions, storm events, excessive debris, pool usage, prior neglect, or conditions outside the control of LPE Service Management.
Routine pool maintenance is intended to maintain, improve, and protect pool conditions; however, LPE Service Management does not guarantee immediate results, specific water clarity, exact chemical readings, or a specific outcome when conditions require additional time, repairs, specialty treatments, or circumstances beyond routine maintenance.
Customer dissatisfaction with the current condition of the pool does not automatically indicate that services were not performed.
9b. Disputed Services & Payment Responsibility
If a customer believes a scheduled service was not completed, the customer must notify LPE Service Management within 48 hours of the service visit and provide specific details regarding the concern. This allows LPE Service Management the opportunity to review service records, discuss the concern, and determine whether additional action is appropriate.
Repeated claims that services were not completed, without reasonable documentation or evidence supporting the claim, do not release the customer from their payment obligations. Customers remain responsible for payment for services performed, scheduled, or reserved in accordance with the agreed service agreement.
Payment obligations are based on the services provided under this agreement and are not solely dependent on customer satisfaction, personal expectations, or desired results when factors outside the control of LPE Service Management affect pool conditions.
If payment is withheld due to a disputed service, the customer must communicate the dispute in writing and allow LPE Service Management a reasonable opportunity to review and address the concern before refusing payment.
Failure to pay undisputed charges may result in service suspension, termination of service, additional fees where applicable, and collection efforts as permitted by law.
9c. Service Documentation & Verification
LPE Service Management may document service conditions through technician notes, photographs, service records, chemical readings, invoices, scheduling records, or other documentation for quality control, service verification, communication, and company records.
Such documentation may be used to assist in reviewing questions, concerns, payment disputes, or claims regarding completed services.
9d. Customer Acknowledgment of Pool Conditions
Customers acknowledge that swimming pool conditions may change due to factors outside the control of LPE Service Management, including but not limited to weather, storms, pool usage, environmental conditions, water circulation, equipment performance, chemical demand, customer actions, and other outside influences.
Customers are responsible for maintaining proper access, notifying LPE Service Management of known pool issues, and communicating any concerns in a timely manner so that appropriate action may be considered.
9e. Limitation of Responsibility
LPE Service Management is responsible only for the services specifically agreed upon and performed. LPE Service Management is not responsible for issues resulting from:
Equipment failure, malfunction, or pre-existing equipment conditions
Leaks, plumbing issues, or structural problems
Manufacturer defects or aging pool components
Improper pool use or customer interference
Customer-added chemicals or adjustments made after service
Third-party work performed on the pool or equipment
Severe weather, storms, or natural events
Conditions outside the reasonable control of LPE Service Management
9f. No Waiver
Failure by LPE Service Management to immediately enforce any provision of these policies does not waive the company’s right to enforce that provision or any other provision in the future.
LPE Service Management is committed to maintaining professional communication, transparency, and exceptional service standards. Our goal is to provide dependable service while establishing clear expectations and ensuring a positive experience for every customer.
10. Commercial Accounts
The following terms apply to all commercial clients, including but not limited to homeowners associations (HOAs), apartment communities, hotels, condominiums, property management companies, and other commercial or multi-user pool facilities:
Standard payment terms are Net 15, with payment due within fifteen (15) calendar days from the invoice date unless otherwise agreed to in writing.
Outstanding balances not received by the due date may be subject to applicable late fees, finance charges, or collection costs as permitted by law and this agreement.
LPE Service Management reserves the right to suspend or terminate services for delinquent accounts until all outstanding balances have been paid in full.
Requests for additional documentation, specialized reporting, regulatory compliance assistance, after-hours coordination, or administrative services beyond the standard scope of work may be billed separately.
Commercial service pricing reflects the increased operational complexity, regulatory requirements, liability exposure, scheduling demands, and documentation standards associated with servicing commercial facilities.