Company Identity & Communication We operate under the name Darn Best Spa Repair & Service, also known as DB Spa Repair & Service for short. All official communication from our business will only come through our verified phone numbers or email addresses listed on this website. At this time, our team consists solely of the owner/operator and one associate. We do not have any additional staff, subcontractors, or representatives. If you ever receive a call, text, or email from someone claiming to represent our business—especially from an unrecognized number or a woman not listed on this site—please treat it with caution and contact us directly to verify. Your safety and trust are important to us, and we want to ensure you always know who you're dealing with. Call Recording Policy Please be advised that all incoming and outgoing phone calls to and from Darn Best Spa Repair & Service are recorded for quality assurance and training purposes. These recordings help us maintain a high standard of service and serve as a record to help prevent or resolve any potential miscommunications. If you prefer not to have your calls recorded, we completely understand—however, please note that we will be unable to communicate with you by phone. In such cases, all correspondence must be conducted via email or text message only. What Is a Service Call? A service call is any scheduled visit where DB Spa Repair & Service is dispatched to a customer's property to perform repairs, maintenance, diagnostics, or customer support. All service calls are subject to a one-hour minimum charge, which includes: -Travel to your location (trip) -Setup, diagnostics, and labor performed within the first hour If the job extends beyond the first hour, additional labor is billed in 30-minute increments, with a grace period applied (see “Service Call Charges & Hourly Billing” section) Service Call Charges & Hourly Billing Policy All visits made by DB Spa Repair & Service are considered service calls and will incur a service call charge. There are no free on-site visits, evaluations, or diagnostics—every scheduled visit is billable. Each service call is subject to a one-hour minimum charge, which includes travel time, setup, and any diagnostic or repair work performed. This applies regardless of whether we are on-site for 5 minutes or the full 60 minutes. Additional Time (After First Hour) If service extends beyond the first hour, additional time is billed in 30-minute increments, with grace periods applied as follows: -If we go over the hour by 10 minutes or less, no additional charge is applied. -If we exceed 10 minutes, the first 30-minute block is billed in full. -If we exceed 35 minutes into the next hour, the full additional hour is billed. On-Site time includes billing time includes any time we are on your property, including diagnostics, testing, waiting for access or approval, active repair time, and more. All parts and materials are billed separately and require client approval before installation. This includes both major components and commonly used disposable items such as filters, jets, spa pillows, air/water diverter plastics, gasket kits, and more. Service Visits Where Work Cannot Be Performed In certain situations, we may arrive for a scheduled service—such as a spa detail (drain, clean, and refill)—and find that the spa is not operable due to mechanical failure (e.g., a failed pump, control issue, or electrical fault). If we determine that the scheduled work cannot proceed safely or properly, and the customer chooses not to authorize repairs, the originally scheduled service will be canceled, but a service call charge will still apply. This applies even if but not limited to: -No actual repairs were performed -The issue was diagnosed quickly -The customer declines to move forward with repairs -We arrive for a spa detail but discover the pump has failed or there is no power to the spa, making the detail impossible. -We are scheduled to replace a part, but upon arrival the spa is empty, inaccessible, or otherwise not ready for service. -We open the equipment bay, inspect the system, and diagnose a problem—but the customer declines the repair. -The spa is locked or we are unable to access the property as agreed, resulting in a canceled visit. -The customer is not home, unreachable, or unprepared for the service, causing a delay or cancellation. -The customer cancels the work on-site after we've already begun assessment or preparation. Once we are on-site, our time, labor, and expertise are billable, whether or not the scheduled work is completed. We invest time into inspecting the spa, opening equipment compartments, and assessing issues—even when the outcome changes. On-Site Presence & Payment Requirement For all scheduled service visits, an adult (18 years or older) who is authorized to approve work and provide payment must be present at the property while service is being performed and must be available to sign off on the invoice at the end of the visit. If no authorized adult will be present during the appointment, the customer must place a credit card on file prior to the visit. A secure link will be sent via email or text to safely store the card information in our system. Once service is completed, the card on file will be charged immediately for the full amount due (or a deposit, depending on the nature of the visit). We will notify the customer by phone call or text the moment service is finished. If there is no answer, the card will still be charged after 5 minutes from the time we send the notification. No Card on File = No Service If we arrive at the property and no one is present—and we do not have a card on file—we will not perform any work and the appointment will be canceled on the spot. -This also applies in situations where: -The customer says they are “on the way” or “only a few minutes away” -The customer is at work nearby and asks us to proceed without them -We are en route and are informed no one will be available We have encountered too many situations where customers promised to be nearby or reachable but became unavailable—leading to delayed or missed payments. While we understand emergencies and scheduling conflicts happen, we cannot risk non- payment after services are rendered. Unattended Service Call Terms If the property will be unattended and a card is on file, please note the following terms: We will perform up to 1 hour of service unless prior arrangements have been made. If additional labor time or parts are required, we will pause and contact you for authorization. If we are unable to reach you for approval, the service call will end at that point, even if incomplete. Once the job is finished, we will send a confirmation text or call, and the card on file will be charged by the end of the visit or no later than 7:00 PM on the same day. Customer Departure During Service Visits If a customer needs to leave the property during our visit, payment must be made in full before they depart, or a valid credit card must be placed on file, depending on the nature of the work being performed. We strongly encourage customers to remain on- site during the appointment. Occasionally, unforeseen issues arise that may need to be shown or explained in person. Being present allows us to keep you informed and avoids delays or confusion. If No Payment or Card Is Provided: If the customer leaves without making payment or placing a card on file, service will pause immediately and will not resume until payment arrangements are secured. We prefer to receive payment directly from the customer before departure, either in the form of a check, cash, or card—not through a third party. In past experiences, we’ve been told a check or payment would be left with a family member (such as a spouse, child, or in-law), only to find no one available or willing to provide it when we arrive. “Do Not Exceed” Budget Option For customers who will not be present during service, we offer the option to set a “Do Not Exceed” budget—allowing our team to work efficiently without interruption while staying within a pre-approved spending limit. The minimum budget amount is $418. This amount is not charged automatically. It serves as a spending cap for labor, service time, and parts combined. This allows us to proceed with necessary repairs without needing to stop and request approval for every item or task—keeping the service smooth and timely. What the Budget Covers: -The “Do Not Exceed” budget includes: -The service call -Labor/time on-site -Any parts used during the visit If costs are projected to exceed the budget, we will pause work and immediately reach out for approval before proceeding. If we are unable to reach you, work will stop to prevent unauthorized charges. No additional charges will be made beyond the approved limit without your consent. This option ensures faster, smoother service, no surprise charges, Confidence that your spa will be serviced efficiently and within your budget Invoice & Payment Policy All invoices are due upon completion of service—without exception. Prompt payment ensures the continued efficiency and quality of our operations. Our pricing is firm and non-negotiable. Any discounts, if offered, are at our sole discretion. Services are billed according to our published hourly rate and parts pricing. All pricing is clearly communicated before service begins. By proceeding with the scheduled work, the client agrees to the stated pricing terms. Unforeseen Issues During Service During a service call, it’s possible that additional or unforeseen issues may be discovered. This is especially common with spas, where many electronic and mechanical components are interconnected. In some cases, problems may only become apparent after a repair is made, when the system becomes fully operational, or when one issue leads to the discovery of others. This is not a reflection of our work or oversight—it is simply the nature of complex spa systems. We will maintain clear and honest communication throughout the process. If additional issues are found, we will inform you immediately and explain the situation clearly. No further repairs will be made without your approval—you are always in control of what work gets done and what costs are incurred. Quoted Prices & Validity Policy All quoted prices are valid for 30 days from the date they are issued. Due to fluctuating costs from suppliers and manufacturers, this 30-day period serves as a price guarantee for parts and labor based on the conditions at the time of the quote. Price Re-evaluation After 30 Days After 30 days, quotes may no longer reflect current costs or availability. If more than 30 days have passed since the original quote, the project will need to be re-evaluated and re-quoted. While some pricing may remain unchanged, any updated costs will be clearly communicated and reflected in a new invoice. Expired Quotes (Long-Term Lapse) Quotes or pricing from prior years will not be honored. If significant time has passed—especially a year or more—service rates, parts pricing, and labor structures may have changed entirely due to: Inflation, supplier pricing increases, labor rate adjustments, changes in scope or current service standards Incomplete or Interrupted Service Calls In some cases, we may be unable to complete service due to conditions outside of our control—such as but not limited to: No power to the spa, faulty electrical, or an inaccessible power source. These issues may require correction by a licensed electrician or another professional before we can safely proceed. Follow-Up Visits (Same Issue) If a follow-up visit is needed for the same issue, and is scheduled and completed within 30 days of the original service call, no additional service call fee will be charged. However, any labor time already spent on the original visit will still be billed, as well as any additional labor or parts used on the follow-up. Different Issue Found Later (New Problem) If the original problem (e.g., spa not turning on) is resolved by someone else, and the spa is now operational—but a new issue is discovered (e.g., a leak), this is considered a new service call, not a continuation of the original one. A new service call or standard hourly rate will apply for the new issue. For leaks specifically, we offer a dedicated Leak Detection & Repair service, which is billed under a separate service call rate and policy. Follow-up visits are only exempt from additional service call charges when they directly relate to the original issue we were called out to address.