Policies
Customer Policies
Last updated: April 3, 2026
Clear, fair policies that protect both you and our team.
At Kleen Water Pool Service, we believe in transparency. These policies exist to set clear expectations so we can deliver consistent, professional service to every customer.
Cancellation Policy
We require a 30-day written notice to cancel weekly maintenance service. Cancellations can be submitted by phone, text, or email. Service continues and billing applies during the 30-day notice period.
Billing
A valid form of payment (credit card or ACH) is required to begin and maintain weekly maintenance service. Monthly maintenance fees are billed based on a 48-week service year — your monthly rate is calculated as your weekly rate × 48 ÷ 12. This means months with 5 scheduled visits are never charged extra; your rate stays the same every month, year-round. Annual prepay customers receive one free month (12 months of service for the price of 11). Invoices for additional services (filter cleaning, repairs, etc.) are billed separately upon completion.
Holiday Service Schedule
No service is performed during the week of Thanksgiving or the week of Christmas. These two weeks are the scheduled non-service weeks built into our 48-week service year. No credit or adjustment is needed — your monthly rate already accounts for these weeks off. All other weeks remain on the regular service schedule.
Gate & Property Access
Customers are responsible for ensuring pool area access on service days. Gates must be unlocked and accessible. If we are unable to access the pool due to a locked gate or other obstruction, a service fee may apply. Please notify us of any access code changes. Any gate codes, lock combinations, or other access information needed to reach your pool are securely stored in our Pool Brain app and are only accessible to authorized Kleen Water team members.
Pet Policy
For the safety of our technicians and your pets, all dogs and animals must be secured inside the home or in a separate area away from the pool during service visits. We love animals — we just need to work safely.
Water Level
Pool water must be maintained at the proper level (mid-skimmer) for effective service. If the water level is too low, we may not be able to complete the full service. Customers are responsible for maintaining water levels between visits.
Chemical Responsibility
We test and balance your water chemistry on every visit. However, factors outside our control — such as heavy rain, extreme heat, or heavy pool use between visits — can affect water chemistry. We are not responsible for water quality issues caused by these external factors.
Equipment Repair Authorization
For repairs under $50.00, we will proceed with the repair and notify you afterward. For repairs over $50.00, we will contact you for authorization before proceeding. Emergency repairs that prevent equipment damage may be completed without prior authorization.
90-Day Labor Warranty
All repair labor is covered by our 90-day warranty. If a repair fails within 90 days due to workmanship, we will return and fix it at no additional labor charge. Parts and equipment carry the manufacturer's warranty.
Conduct Policy
Kleen Water Pool Service has a zero-tolerance policy for abusive, harassing, or threatening behavior toward our team members. We reserve the right to terminate service immediately and without notice if this policy is violated.
Rain & Weather Policy
Light rain does not affect our service schedule — we will still be there. During severe weather conditions (lightning or thunder), no pole work will be completed for the safety of our technicians. However, we will still service your pool by checking and balancing water chemistry, inspecting equipment, and emptying baskets.
Service Modifications
Kleen Water Pool Service reserves the right to modify service plans, pricing, and policies with 30 days' written notice to customers. Continued use of services after the notice period constitutes acceptance of the updated terms.
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Questions About Our Policies?
We're a family-owned business. Give us a call and we'll answer any questions.
