The Waterworks Service Code

Permission to Enter Property: The client grants The Waterworks’ technicians permission to enter the property to perform diagnostics, repairs, or maintenance on the specified spa or sauna.

Credit Card on File: A valid credit card must be provided prior to The Waterworks dispatching service. After service is complete for the day, all parts and labor rendered will be charged to the credit card on file.

Clear & Sanitary Access: The client must provide clear, sanitary access for the service technician. Examples include, but are not limited to: pathways to the service area shoveled and free of deep snow; removal of dangerous ice from stairs and walkways; removal of animal feces (pet and rodent) from the work area; and problem pets securely contained away from the technician at the time of service.

Water & Electrical Utilities: Service technicians may need to connect to electrical outlets and an outdoor water spigot. The client is responsible for all associated electrical or water usage costs and must notify The Waterworks immediately if water or power will not be available. The Waterworks is not liable for damages to plumbing or electrical inside the home, including but not limited to any flooding or water damage.

Service Call Fee & Hourly Labor Rate: Charges are based on a Service Call Fee and an Hourly Labor Rate. The Service Call Fee covers technician travel and fuel to reach the client’s property. The Hourly Labor Rate is billed in 15-minute increments. Parts are billed separately as required.

24-Hour Cancellation Policy: A 25% cancellation fee will be assessed for any scheduled service reservation canceled with less than 24 hours of advance notice.

Continuation of Service: If service cannot be finished on the initial visit or non-stock parts must be ordered, the job is classified as a Continuation of Service. Continuation of Service visits outside Anchorage and Eagle River are subject to a Return Visit Fee in addition to the Hourly Labor Rate.

7-Day Continuation Window: Should a related issue arise within 7 days of completed service work, additional service will be treated as a Continuation of Service and billed accordingly. If problems are reported on the 8th day or later, a new service request is initiated and a new Service Call Fee will apply.

Special Order Parts: When non-stock, special order parts are required, The Waterworks will email the client a written labor and parts estimate valid for 7 days. Special order parts must be paid in full prior to ordering and will be charged to the credit card on file upon client approval.

Leak Diagnostics & Repairs: If initial diagnostics determine a leak is inaccessible, The Waterworks will provide a written estimate and our Lift and Dig Policy. All Waterworks leak repairs include a 30-day parts and labor warranty.

Right of Refusal & Written Agreements: The Waterworks reserves the right to refuse service to anyone at any time. The Waterworks is not bound by oral expressions or representations by any agent; all agreements must be confirmed in writing to be legally valid.

Freeze Prevention Responsibility: It is the client’s sole responsibility to keep the spa from freezing. Should severe weather prohibit scheduled service, The Waterworks will make every effort to reschedule promptly.

Freeze Damage Liability: The Waterworks is not responsible if plumbing lines or the spa freeze while waiting for service. If a technician needs to thaw a frozen spa or secure a malfunctioning unit until replacement parts arrive, they may deploy a Cube/Bucket Heater Combination. When auxiliary heating systems are installed, the client must check the spa daily, refrain from using the spa, and immediately notify The Waterworks of any temperature drops or concerns.

Winterization Services: The Waterworks can provide professional winterization services (similar to RV winterizing procedures). The Waterworks makes no guarantee or warranty and retains no liability for any freeze or structural damage resulting from winterizing the spa. All future repairs remain the client’s financial responsibility.

30-Day Labor Warranty: The Waterworks provides a 30-day labor warranty on all completed repairs and services rendered, beginning on the date of service installation. Travel and fuel to the location are not included.

Retail Warranty Replacements: Replacement parts covered under retail warranties are subject to a Service Call Fee and Hourly Labor Rate for technician installation. Contact our service department for a copy of your model's warranty terms.

New Product Manufacturer Warranties: For new products, please refer to your official manufacturer written warranty (Hot Spring®, Caldera®, FreeFlow®, Endless Pools®, or Finnleo®), which covers parts and authorized labor on location. Service Call Fees, Travel Time, and Fuel Costs to your property are not covered by manufacturer warranties and will be invoiced at the time of warranty service.