CRYSTAL WATER POOL SERVICES
A Subsidiary of Johnson Seasonal Services
PURPOSE
This Payment Policy applies to all services, repairs, maintenance, diagnostics, leak detection, pool openings, pool closings, Green-to-Clean restorations, liner replacements, equipment installations, specialty projects, and other services provided by Crystal Water Pool Services.
Our goal is to maintain clear and consistent payment expectations while preventing customers from accumulating additional service charges when an account has become delinquent.
PAYMENT DUE DATE
Unless otherwise stated in writing, payment is due upon completion of service and receipt of invoice.
For recurring maintenance customers, alternate payment terms may be established separately and communicated in writing.
Customers are responsible for keeping their account current while recurring service is being provided.
Continued scheduling or performance of service does not extend the payment due date of an outstanding invoice.
DEPOSITS
Certain services may require a deposit prior to scheduling, ordering materials, or beginning work.
Unless otherwise stated in writing:
• Large projects may require a 50% deposit.
• Special-order materials may require payment in full prior to ordering.
• Deposits are applied toward the final invoice balance.
NON-REFUNDABLE DEPOSITS
Once materials have been ordered, purchased, fabricated, delivered, or otherwise committed to a project, all or a portion of the deposit may become non-refundable.
Special-order items, custom products, liners, covers, equipment, and manufacturer-specific components may not be eligible for cancellation or refund.
CHANGE ORDERS
Additional work requested by the customer or made necessary by conditions discovered during service may result in additional charges.
Work outside the original scope may require customer approval, revised estimates, additional deposits, or progress payments.
CHEMICALS, MATERIALS, AND PARTS
Chemicals, specialty treatments, replacement parts, equipment, disposal fees, freight charges, permit fees, and other materials are billed separately unless specifically included in a written quote.
Material pricing may change due to supplier pricing, freight costs, availability, tariffs, manufacturer increases, or other market conditions beyond our control.
CREDIT CARD PROCESSING FEES
A 3% processing fee will be added to all credit card transactions of $500.00 or more unless otherwise quoted.
Customers may avoid this fee by paying with cash, check, ACH transfer, or other approved payment methods.
PAYMENT METHODS
For your convenience, Crystal Water Pool Services accepts the following payment methods:
Online Payment - Recommended
Customers may pay by Credit Card or Bank Account (ACH) by following the secure payment link included in their emailed invoice.
Credit Card by Phone
Customers wishing to pay by credit card over the phone may request a callback by replying to a text message or sending an email.
A member of our Accounts Receivable Department will contact you to securely process your payment.
Cash or Check
Customers may pay by cash or check using any of the following methods:
• Leave a sealed envelope securely taped to your back door for collection by our technician. Please write "Crystal Water Pool Services" on the outside of the envelope and notify us in advance so the technician knows to retrieve it.
• Hand payment directly to your technician during your scheduled service visit. If you would like the technician to knock on your door, please let us know prior to the appointment.
• Mail payment to:
Crystal Water Pool Services
3054 Maginn Dr.
Beavercreek, OH 45434
Customers are responsible for ensuring mailed payments are delivered in sufficient time to avoid late fees or suspension of service.
LATE PAYMENTS
Invoices are due upon completion of service and receipt of invoice unless different payment terms have been approved in writing.
Invoices remaining unpaid for fourteen (14) days or longer may be subject to a late payment fee equal to the greater of:
• $15.00; or
• 1.5% per month (18% annually) on the outstanding balance.
Late fees may continue to accrue until the account is paid in full.
Payment of a late fee does not extend the payment deadline or prevent service suspension when the account otherwise meets the conditions described below.
SERVICE SUSPENSION FOR NON-PAYMENT
Crystal Water Pool Services does not continue providing recurring service indefinitely on accounts with unpaid balances.
This policy is intended to prevent customers from accumulating additional charges while previous services remain unpaid.
Service will automatically be suspended when either of the following occurs:
• Any invoice remains unpaid for more than fifteen (15) calendar days after the invoice date; or
• Two or more invoices remain unpaid on the account, regardless of the age of those invoices.
When either condition occurs, recurring service and other scheduled services may cease immediately.
An additional warning, grace period, or collection notice is not required before service is suspended once the account meets these conditions.
Upcoming appointments may be removed from the schedule while the account remains delinquent.
SERVICE REINSTATEMENT
Suspended service will not automatically resume when a payment is submitted.
Once the account has been brought current, the customer should contact Crystal Water Pool Services regarding reinstatement.
Service reinstatement is subject to:
• Verification that the account is current
• Route and scheduling availability
• Current service pricing
• Current service requirements
• The condition of the pool at the time service resumes
Crystal Water Pool Services cannot guarantee that a customer's previous service day, appointment time, route position, or frequency will remain available after service has been suspended.
MISSED SERVICE DUE TO NON-PAYMENT
Visits missed because an account was suspended for non-payment are not automatically rescheduled or made up.
If the condition of the pool deteriorates during the service interruption, additional work may be necessary before routine maintenance can resume.
This may include, but is not limited to:
• Additional cleaning time
• One-time cleaning services
• Chemical treatments
• Algae treatment
• Green-to-Clean service
• Debris removal
• Water-balancing services
• Additional labor or materials
These services will be billed separately at the applicable current rate.
PAYMENT ARRANGEMENTS
Crystal Water Pool Services may, at its discretion, approve a written payment arrangement for an outstanding balance.
Payment arrangements must be approved by Crystal Water Pool Services and are not automatically available upon request.
An approved payment arrangement may temporarily prevent service suspension only when Crystal Water Pool Services specifically agrees in writing that service may continue while the payment arrangement is active.
All payments must be made according to the agreed payment schedule.
If a payment under an approved payment arrangement is missed, late, declined, returned, or otherwise not completed as agreed, Crystal Water Pool Services may immediately suspend service without providing an additional grace period.
Approval of a payment arrangement on one occasion does not require Crystal Water Pool Services to approve future payment arrangements.
RETURNED PAYMENTS
Returned checks, failed ACH payments, declined electronic payments, chargebacks, stop payments, or other unsuccessful payment transactions may be subject to a $35.00 administrative fee, plus any fees incurred by Crystal Water Pool Services.
A returned or failed payment does not constitute payment of the invoice and may result in immediate service suspension if the account meets the service-suspension criteria.
COLLECTIONS
Customers remain responsible for all unpaid balances regardless of whether service has been suspended or discontinued.
Customer agrees to pay all reasonable costs incurred in collecting unpaid balances, including:
• Collection agency fees
• Court costs
• Filing fees
• Attorney fees where permitted by law
• Administrative costs associated with collection efforts
Crystal Water Pool Services reserves the right to pursue collection of unpaid balances through collection agencies, small claims court, or other lawful means.
PROJECT DELAYS CAUSED BY NON-PAYMENT
Crystal Water Pool Services shall not be responsible for delays in project completion, material procurement, scheduling, warranty administration, service availability, or other consequences resulting from unpaid balances or delayed payments.
Work may be stopped and future work may be postponed until required payments are received.
ESTIMATES AND QUOTES
Unless otherwise stated in writing:
• Quotes are valid for fourteen (14) days.
• Pricing may be adjusted after expiration.
• Material availability and pricing are subject to change.
CUSTOMER RESPONSIBILITY FOR INVOICES
Customers are responsible for reviewing invoices and notifying Crystal Water Pool Services promptly if they believe an invoice contains an error.
Failure to open an invoice, receive a reminder, check email, review a text message, or otherwise see a payment notification does not extend the payment deadline.
If an invoice appears to be incorrect, customers should contact Crystal Water Pool Services as soon as possible so the account can be reviewed.
CUSTOMER ACCEPTANCE
By requesting service, approving a quote, scheduling an appointment, paying a deposit, authorizing work, remaining on a recurring service schedule, permitting service to be performed, or submitting payment by any accepted method, the customer acknowledges that they have read, understood, and agree to the terms of this Payment Policy.
Customers receiving recurring services are responsible for maintaining their account in good standing in accordance with this policy.
Crystal Water Pool Services reserves the right to suspend, discontinue, or decline future service in accordance with the terms stated above.
A PERSONAL NOTE FROM OUR TEAM
We understand that sometimes there is more behind an unpaid invoice than simply forgetting to make a payment.
If you are withholding payment because you were unhappy with your service, believe something on your invoice is incorrect, or feel that something about your experience with us was not handled properly, please reach out and tell us. We cannot address a concern that we do not know exists, and we would much rather have the opportunity to understand the situation and work toward a resolution.
We also understand that unexpected things happen. A temporary financial hardship, illness, death in the family, job loss, emergency, or other unforeseen circumstance can affect anyone.
If you are going through something that is making it difficult to keep your account current, please communicate with us. Depending on the circumstances, we may be able to offer a reasonable payment arrangement or another temporary accommodation.
We are real people on the other end of the phone, text message, and email. We are doing our best to provide dependable service to our customers while also supporting our employees and keeping a small local business healthy and operating.
That requires cooperation from both sides. We ask that you communicate with us rather than allowing an unpaid balance to continue growing without explanation.
We cannot promise that every circumstance will qualify for an exception, and contacting us does not automatically extend a payment deadline or prevent service suspension. Any payment arrangement or exception must be approved by Crystal Water Pool Services.
But if something is wrong, please tell us. We would always prefer a conversation and an opportunity to work together before an account reaches the point of service suspension or collection.
Thank you for trusting Crystal Water Pool Services with your pool.
~ The Crystal Water Pool Services Team