Service Policies
The short version: we show up when we say we will, we tell you what we did, and if something is off, we come back and look.
Scheduling and access
Weekly visits land on a consistent day. We need a clear path to the pool and the equipment pad: gates unlocked or codes on file, and pets secured during the service window. If we arrive and cannot reach the pool, we will call you from the driveway before we count it as a missed visit.
Weather
El Paso weather has opinions. Light rain does not stop a visit, since most of the work happens in and under the water. High winds, lightning, or a proper monsoon cell will pause us for safety, and we will reschedule within the same week whenever the route allows.
Rescheduling and cancellations
Life happens. Give us a day's notice on a standing visit and we will move it without fuss. Same-day cancellations may be billed as a completed visit, because your slot was held on the route. For one-time appointments, 24 hours' notice avoids any charge.
If something is not right
Tell us within 48 hours of a visit and we will return to review the work at no charge for the return trip. We would rather hear about it than have you live with it.
Holidays
When a service day falls on a major holiday, we shift the visit within the same week and tell you the new day in advance.
Terms of Service
Plain English first, lawyer's polish to follow. These terms cover every plan and one-time visit.
What we provide
Services are described in your service plan or written estimate. Work outside that scope, including repairs discovered during a visit, is quoted in writing and performed only after you approve it. No surprise line items.
Estimates and pricing
Plans are quoted after an on-site assessment, because every pool is different. Quoted rates hold for the term stated on the proposal. If chemical or material costs move enough to matter, we give notice before any rate changes, never after.
Payment
Recurring plans bill on the schedule stated in your agreement. Invoices are payable on receipt through the secure payment portal, by card, bank transfer, or check. Accounts past due more than 30 days may have service paused until settled, and we will always reach out personally before that happens.
Your property
We treat your property as if the owner were watching, because one usually is. Gates are secured behind us, equipment is left in its correct operating mode, and anything we notice that needs attention goes in your written summary.
Chemicals and safety
Our technicians handle, transport, and store pool chemicals according to manufacturer guidance. Chemicals we add become part of your pool water; we do not leave chemical containers on your property unless you have asked us to stock them, in writing.
Ending service
Either of us may end a service plan with written notice as stated in your agreement. You pay only for work performed through the final visit. We will hand over your service records, and your pool's chemistry log leaves with you, because it is yours.
Governing law
These terms are governed by the laws of the State of Texas. Any dispute will be resolved in the courts of El Paso County, Texas.
Privacy Policy
We collect what we need to care for your pool, we use it for that, and we do not sell it. That is most of the policy.
What we collect
- Contact details: name, email, phone, service address.
- Property and pool details: equipment, access notes, gate codes you choose to share, service photos.
- Service records: water chemistry readings, work performed, chemicals added, invoices and payments.
- Website basics: the request form sends us only what you type into it. We also use anonymous, cookie-free site analytics to see which pages get used, with no personal information collected.
How we use it
To schedule and perform service, send the communications described below, keep your pool's chemistry history, bill you accurately, and respond when you reach out. That is the list.
Where it lives
Your records are kept in our operations platform (Zoho), which processes data on our behalf under its own security and privacy commitments. Payment card details are handled by the payment processor and never stored by us.
What we do not do
- We do not sell your information. To anyone. Ever.
- We do not share it except with the service providers named above, or where the law requires.
- We do not use your service photos in marketing without your written permission.
Your choices
Ask us any time what we hold about you, ask us to correct it, or ask us to delete what we are not legally required to keep. Write to hello@bondandbasin.com and we will handle it within 30 days.
Texts and Email
We text like a good neighbor: useful things, at reasonable hours, and we stop the moment you say so.
What you will receive
With your consent, we send service messages: booking confirmations, a reminder the day before, a note when your technician is about thirty minutes out, and your post-service summary. Seasonal notes go out a few times a year. That is the whole catalog.
Consent and opting out
- Text messages are sent only if you opt in, on the request form or in your service agreement.
- Reply STOP to any text to end texts immediately. Reply HELP for assistance.
- Every email includes an unsubscribe link. Service-critical notices (like an invoice) may still arrive by email.
- Message and data rates may apply, per your carrier. Message frequency varies with your service schedule.
Consent to receive texts is never a condition of buying anything from us.
Disclaimer and Limitation of Liability
Written plainly, reviewed by counsel before it binds anyone. The heart of it: we stand behind our work, and we are honest about what is outside our control.
Our standard of care
We perform services with reasonable skill and care, consistent with industry practice, and we document what we do. Where we adjust water chemistry, we do so to generally accepted ranges based on the readings taken at the time of service.
What is outside our control
- Conditions that arise between visits, including weather events, water added or removed, heavy bather load, or equipment run by others.
- Pre-existing conditions of the pool, plumbing, or equipment, including defects not visible during routine service.
- Equipment failure due to age, wear, manufacturer defect, or prior workmanship by others. We will flag what we see and quote the fix, but we are not responsible for what we did not build or install.
Limitation
To the fullest extent permitted by Texas law, our total liability for any claim arising from services is limited to the amounts you paid us for the service giving rise to the claim in the preceding three months. We are not liable for indirect, incidental, or consequential damages. Nothing in these terms limits liability that cannot be limited under law.
Pool safety
Water care is our job; supervision is not a service anyone can sell. No level of maintenance makes a pool safe from drowning risk, and barriers, alarms, and adult supervision remain the owner's responsibility at all times.
Draft · prepared July 2026 · pending counsel review · not yet in force