Service Agreement

  • Payment Terms:

Services are billed on the 15th of the month and must be paid by the last day of the month to avoid disruptions in service. 

  • Late Charges:

Accounts 30 days past due are subject to a late fee of $30.

  • Returned Payment Fee:

Returned payments are subject to a $25 bank fee.

  • Cancellations:

This is a month to month service agreement until terminated by either party.  Notification of cancellation must be made via email 7 days prior to info@marcopolops.com.

  • Service Day:

Each account is assigned a specific day for service.  Requests to service the pool on a different day are subject to availability and will incur a “non-scheduled stop” fee.

  • Communication & Repairs:

A Marco Polo representative will communicate with clients the day of the service appointment if there are any needs for repair or if repairs are made.  Repairs totaling $50 or less will completed as a matter of routing maintenance.  Approval for repairs over $50 will be required prior to work being completed.  Images of all repairs will be provided. 

  • Inclement Weather:

In the event of rain or inclement weather service will be provided to the extent possible. 

  • Spring Tune-up & Filter Cleanings:

There is a one time annual fee of $85 to $185 for a Spring Tune-up.  Spring Tune-up includes annual mineral treatment, phosphate remover and filter service.  Filters will be broken down and cleaned at a minimum once per year.  One filter clean is included if client is subscribed to “Full Service” level.

  • Vacations:

Technicians may take up to 4 weeks of vacation time and this has been built into pricing.  Each year 4 months will have 5 weeks; no additional fees will be charged for additional weeks/scheduled stops in a single month.  Except when an emergency, vacation or time off will be taken during late Fall, Winter or early Spring and clients will be notified in advance.

Client Responsibilities

Marco Polo Pool Service will make suggestions and recommendations as needed but the client ultimately is responsible for the following:

  • Pool Access:

Clients are responsible for making sure pool and pool equipment are easily accessible to service technician on the assigned service day.  Gates should be unlocked on service day.  Service technicians will knock on the clients door and text/call the client to open the gate but if the client is not home the appointment will need to be rescheduled and subject to a non-scheduled stop fee.

  • Proper Water Level:

Client is responsible for maintaining proper water level of the pool.  Clients are responsible for resolving any leaks in the pool.

  • Pump Run Time:

Client is responsible for making sure the pump is running daily and for a sufficient amount of time.

  • Parties or Heavy Usage:

Client is responsible for shocking the pool after parties or heavy usage.

  • Landscaping:
  • Green, brown or cloudy pool water caused by heavy rain and improper landscape drainage are subject to additional clean up costs including but not limited to chemical treatments, filter cleaning and additional service calls.
  • Clients are ensuring plants are not growing into the pool water.
  • For clients not subscribed to Mini Service or Full Service plans, the client is responsible for removal of debris, i.e. leaves, etc., from the pool each week.
  • Pool covers – client is responsible to remove non-automatic pool covers for day of service.
  • Ducks/Wildlife:

There may be additional charges for extra clean up efforts and/or chemical treatments if ducks or other wildlife are living in the pool.  Clients are responsible for the removing of the ducks and/or wildlife.

  • Toys:

Clients are responsible for removing toys from the pool when the pool is not in use, doing so will allow for proper filtration and pool cleaner functionality.

  • Fountains/waterfalls:

Clients are responsible for running the fountain/waterfall daily or if not used daily, cleaning the fountain/waterfall reservoirs/pumps and chemically treating before use.  If heavy debris or algae are allowed to build up and enter the pool additional treatments or cleanup charges may be necessary.

  • Pets:

Clients are responsible for making sure aggressive pets are properly restrained during service visit.  Excessive animal use of pool may require additional fees including but not limited to extra chemical treatments and filter cleanings.

  • Safety:

Clients are responsible for maintain local code compliance on gates, fencing, and any other applicable safety issues.