Service Authorization:

Authorization is obtained prior to dispatch upon customer confirmation. By requesting service, the customer authorizes Mountain Hot Tub to perform diagnostics, repairs, and related work and agrees to payment for all labor, travel, and materials based on actual time on site and parts used. Estimates are not guaranteed. Diagnostic time, prior visits, and any required return visits are billable unless stated otherwise in writing.

Pricing Disclosure:

Service is billed on actual time on site and materials used. Diagnostic time and prior site visits are billable regardless of outcome.

Diagnostic & Repair Decisions:

All diagnostic and part replacement decisions are based on technician judgment and available technical support. Labor and installed parts remain billable even if a replaced component is later determined not to be the root cause.

Watercare-Related Issues:

Conditions caused by improper water chemistry, scale, debris, environmental factors, or lack of maintenance are not the responsibility of the service department. All related diagnostic or corrective time is billable.

Approval Delays & Waiting Time:

On-site waiting time due to delayed or unreachable customer approval is billable. If approval cannot be obtained, the visit may be closed and a return visit billed separately.

Customer-Requested Early Completion:

If the customer requests early departure or completes fill/startup themselves, the visit is considered complete upon technician departure. Subsequent issues or return visits may be billed separately.

Definition of Job Completion:

A service order is complete once the spa demonstrates proper water flow, heating operation, jet functionality, and no active error codes, observed for approximately 10–15 minutes during the visit.

Post-Service Issues:

Any subsequent shutdowns, protection modes, or error codes require a new service request and will be billed separately.

Technician-Caused Damage:

If a technician damages a part while working on it, the part will not be charged; all labor remains billable.

Billing Adjustments:

Invoice adjustments are discretionary, reviewed case by case, and typically applied to trip/zone fees or future service, not labor or parts.

Off-Brand Spas:

Non-supported brands are subject to an off-brand service fee (typically $100) applied to the initial evaluation, regardless of repair approval. If we need to order parts, off brand parts are to be paid in full, prior to a technician returning for installation.

Warranty Repair:

When repair qualifies as warranty work, the customer is responsible only for a $49 trip charge. Parts and labor are fully covered by Mountain Hot Tub per the applicable warranty policy.