Legal & Service Terms of Use
Everything you need to know about how we work our magic—professionally, transparently, and legally.
General Terms of Service
General Terms of Service
By scheduling or accepting any service from Rocket City Water Wizards™, you (the customer or authorized agent) acknowledge and agree to the following terms. These terms apply to all residential and commercial pool and spa services—including maintenance, cleaning, diagnostics, repairs, chemical delivery, inspections, upgrades, and specialty treatments—unless otherwise specified in writing through a signed estimate, agreement, or project scope.
Rocket City Water Wizards™ is a federally recognized Service-Disabled Veteran-Owned Small Business (SDVOSB). Our team is trained, certified, and held to the highest national standards through the National Pool & Hot Tub Alliance (NPHTA). All services are performed using NSF-certified testing equipment and industry-standard protocols, including LSI (Langelier Saturation Index)-based chemical balancing guided by Orenda™ methodologies.
Services are scheduled based on customer-requested frequency or as defined in a custom plan. Our technicians will arrive on your designated service day(s) and perform the work as specified. We may update or revise recommended service levels, chemical treatments, or equipment solutions based on evolving conditions, visual inspections, or verified test results. These adjustments are made in the interest of customer safety, water clarity, system health, and longevity.
All visits are documented with time-stamped photo proof, test logs, chemical usage reports, and technician notes available in the customer portal at magic.poolbrain.com. This portal serves as the official system of record for all job activity. It is the customer’s responsibility to review their portal regularly and ensure contact and billing information remains accurate.
While we strive to maintain consistency in technician routes, emergencies, weather, holidays, and equipment breakdowns may result in delayed or rescheduled service. We will communicate any such changes to you via your preferred contact method whenever possible.
These terms are subject to change at any time and will be updated on our website’s Legal & Service Terms page. Continued use of our services constitutes acceptance of the most recent version of these terms. For any questions or concerns about these terms, please contact us at 833-H2O-WZRD or email info@rocketcitywaterwizards.com.
Full Service Visit Documentation, Time Limits & Communication Protocol
Rocket City Water Wizards™ provides comprehensive Full Service visits that include—but are not limited to—the following types of pool and spa maintenance:
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Weekly or biweekly routine maintenance
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Seasonal openings and closings
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Algae removal and water recovery
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Filter disassembly and cleaning
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Salt cell inspection and acid cleaning
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Enzyme treatments or surface brushing
These visits are documented in PoolBrain with time-stamped before, during, and after photos (up to 30 per visit) and logged chemical readings using NSF-certified testing equipment. This digital service record is available through the customer portal at magic.poolbrain.com and constitutes the official proof of service.
A standard Full Service visit is capped at 2.5 hours onsite. This time frame includes technician arrival, setup, water testing, chemical dosing, debris removal, brushing, vacuuming, and cleanup. Invoicing reflects this time allocation as 0.7 man hours, which includes route adjustments, documentation, and system sync.
If the technician approaches the 2.5-hour limit and has additional tasks to complete, they will:
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Notify the customer that a follow-up may be needed.
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Assess route availability to determine if work can continue that same day.
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Reschedule remaining tasks for a makeup visit if needed, typically within the same week.
Sunday is reserved exclusively as our makeup day for time-sensitive service overflow. It is not used for routine scheduling. If a Sunday visit becomes necessary, the customer will receive at least 24 hours’ notice.
This 2.5-hour policy applies only to Full Service visits.
Repairs, equipment replacements, and upgrade projects are scheduled and priced separately. These visits do not fall under the Full Service category and may exceed 2.5 hours based on the scope outlined in the customer’s repair estimate or custom job ticket.
Payment Terms & Financial Policy
PAYMENT TERMS & FINANCIAL POLICY
ACCEPTANCE AND ELECTRONIC SIGNATURE
By approving a quote or estimate through the customer portal, the customer agrees to this Payment Terms & Financial Policy and agrees to conduct the transaction by electronic means. Approval is made through the customer's portal login and is attributable to the customer. The customer's electronic approval is the customer's electronic signature on the quote and on this Policy, and has the same legal force and effect as a handwritten (wet) signature under the Alabama Uniform Electronic Transactions Act and the federal Electronic Signatures in Global and National Commerce Act (E-SIGN). All quotes, contracts, statements of work, invoices, service records, photos, test logs, and this Policy are maintained in and accessible through the customer portal at https://rocketcitywaterwizards.mypoolportal.com.
INVOICING AND PAYMENT
Payment is due in full upon completion of all services, unless a deposit or milestone schedule applies as set out below. Rocket City Water Wizards issues a digital invoice and a post-service summary by email within 24 hours of job completion. The summary includes photos, dosage logs, and all service notes, and remains available at any time in the customer portal. If payment is not received within 24 hours of invoicing, the account begins receiving automated reminders by email, and by SMS where the customer has consented, until the balance is paid in full. Accepted payment methods are stated on the invoice.
DEPOSITS AND MILESTONE DRAWS
A deposit is required at quote approval before work begins.
Jobs of $10,000 or less: a 50% deposit is due at quote approval, and the remaining 50% is due upon completion.
Jobs over $10,000 and all new pool construction (concrete, fiberglass, and vinyl liner): the deposit amount and the milestone draw schedule are defined in that project's Statement of Work, quote, or solution. Payments are tied to the project milestones that drive the work forward, and each milestone draw becomes due upon documented completion of its milestone.
Rocket City Water Wizards documents each completed milestone with photographs within 24 hours of completion. The customer has 48 business hours to review the documentation before the corresponding draw is due.
MILESTONE CONFIRMATION AND WORK PROGRESSION
Work proceeds in phases according to the milestone draw schedule in the project Statement of Work. The draw for a completed milestone must be paid in full, or confirmed pending, before the work order for the next phase is scheduled or executed. "Confirmed pending" means the customer has initiated payment through an approved payment method and Rocket City Water Wizards has received confirmation that the payment is in process.
If a milestone draw is not paid or confirmed pending, work pauses at the end of the current phase and does not resume until the draw is paid or confirmed. A pause for non-payment is not a breach or default by Rocket City Water Wizards. Any resulting delay is the responsibility of the customer and extends the project schedule accordingly. Rocket City Water Wizards resumes work within a reasonable time after the draw is paid or confirmed pending.
Rocket City Water Wizards does not order, stage, place, or install equipment or materials for the next phase, and does not perform the work of that phase, until its draw is paid or confirmed pending. This structure protects both parties. The customer pays only for milestones that are complete and documented, and Rocket City Water Wizards commits labor, equipment, and materials for the next phase only after the agreed payment is in place. If a milestone draw remains unpaid, the Late Payment Schedule and Legal Cost Recovery terms below apply to the unpaid amount.
LATE PAYMENT SCHEDULE
A late fee of 1.5% is assessed on the outstanding unpaid balance when an invoice reaches 15 days past due. The fee then compounds every 15 days on the then-current unpaid balance, including any previously accrued late fees, until the balance is paid in full or until the account is referred to collections as set out below. "Outstanding unpaid balance" means the invoice total less any payments, deposits, or credits applied to the account.
15 days past due: a 1.5% late fee is assessed on the outstanding unpaid balance.
30 days past due: an additional 1.5% fee is assessed, and the balance continues to compound at 1.5% every 15 days thereafter.
45 days past due: all services are suspended without further notice.
75 days past due: late fees stop accruing, and the account is referred to collections or legal action. From that point forward, the customer is responsible for the costs of collection and legal action as set out below.
LEGAL COST RECOVERY
If the account is referred to collections or legal action, the customer agrees to pay 100% of the costs of recovery, to the fullest extent permitted by applicable law. These costs include reasonable attorneys' fees, court and filing fees, and third-party collection agency fees. This obligation is in addition to the unpaid balance and any late fees that accrued before the account was referred.
COMMUNICATIONS AND RECORDS
By scheduling or receiving service, the customer agrees to receive automated account communications by email, and by SMS where the customer has provided a mobile number and consented. These communications include invoices, service confirmations, payment reminders, and account updates. The customer may opt out of text messages at any time by replying STOP or by calling Rocket City Water Wizards at (833) 420-9973. Opting out of text messages does not cancel any balance owed, does not end the obligation to pay, and does not relieve the customer of the responsibility to review invoices and account records in the customer portal. Failure to open or respond to any communication does not waive or reduce any financial obligation. All official service records, photos, test logs, and invoices are maintained in the customer portal at https://rocketcitywaterwizards.mypoolportal.com.
GOVERNING LAW AND SEVERABILITY
This Policy is governed by the laws of the State of Alabama. If any provision is held invalid or unenforceable, that provision is modified to the minimum extent necessary to make it enforceable, or severed if it cannot be, and all remaining provisions remain in full force and effect.
Scope of Work Definitions & Service Boundaries
All work performed by Rocket City Water Wizards™ is based exclusively on the predefined scope outlined in each job’s assigned PoolBrain template, which includes service tasks, chemical targets, and technician responsibilities. This template governs what is authorized, documented, and billable.
Services are classified into three categories, each with a distinct scope of work and visit expectations:
1. Full Service (Standard Visits)
Full Service includes recurring and one-time jobs such as:
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Weekly or biweekly cleaning
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Seasonal openings and closings
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Algae recovery
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Filter and salt cell cleaning
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Water chemistry balancing using Orenda™ LSI standards
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Skimming, vacuuming, brushing, and basic equipment checks
These jobs follow a 2.5-hour maximum onsite time (as detailed in Block 3), are billed at 0.7 man hours, and are documented with chemical logs and photo proof (up to 30 images).
Technicians will only perform the tasks listed in the PoolBrain job template. Any request for additional work requires approval by management and may require a separate service visit. Verbal requests made onsite will not be honored, recorded, or executed unless the scope is formally updated through the office.
2. Repairs & Replacements
Repairs include all diagnostic, replacement, and mechanical work involving pumps, filters, heaters, automation, plumbing, control panels, and other system components. These jobs:
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Must be scheduled separately
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Require custom man-hour estimates
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Are billed based on actual labor time, materials, and scope
Repair jobs do not fall under Full Service caps or time limits and must be formally approved via estimate or electronic confirmation. Technicians will never begin repair work without a clear scope and customer consent.
3. Specialty Services
These include non-routine services such as:
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Water testing-only visits
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Stain treatments
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Enzyme boosts or phosphate removal
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Emergency green-to-clean visits
These jobs have their own visit parameters, time frames, and documentation requirements depending on severity, equipment setup, and the technician’s findings. Scope will be defined on a per-visit basis and visible in the job summary.
Rocket City Water Wizards™ does not perform or invoice for any work not listed in the assigned job template. If a customer requests additional work during a visit, a new job must be created and added to the schedule through the office. All documentation will reflect only the work performed as assigned.
Property Access, Hazards & Safety
Customers must ensure technicians have full, safe, and unobstructed access to all required areas for pool and spa service at the scheduled time of visit. This includes:
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Unlocked gates or doors
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Clear paths to the pool, spa, and equipment pad
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Absence of unsecured or aggressive animals
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No safety hazards (e.g., exposed wiring, insect nests, broken concrete, flooding)
If the technician cannot access the service area safely upon arrival, the visit will be documented in PoolBrain and classified as an Access Denied stop. An Access Denial Fee of $85 will be applied to the customer’s account. This fee covers route disruption, travel time, lost service window, and documentation.
Rocket City Water Wizards™ will not jump fences, remove animals, enter locked gates, or bypass safety concerns under any circumstance. Customers who repeatedly fail to provide access may be removed from our route schedule at the discretion of management.
All access concerns must be resolved prior to service day. Failure to do so will not exempt the customer from minimum billing or future prepayment requirements.
Cancellations, Late Changes, and Rescheduling
Customers must cancel or reschedule any service at least 48 hours before the scheduled visit. Cancellations or postponements within 48 hours of a scheduled appointment will incur a $50 late change fee, which must be paid before any future service is provided.
If a technician arrives and is turned away at the door, or if the customer denies service after arrival, the visit will be marked as a Same-Day Cancellation and billed at the full minimum service rate for that visit.
Rocket City Water Wizards™ does not guarantee arrival at an exact time. However, if a technician is delayed more than 30 minutes beyond the scheduled time block, the customer will receive a courtesy text update. If delays extend beyond 1 hour, and the day’s schedule does not permit same-day service, the job will be rescheduled for our next available makeup day.
Sunday is reserved exclusively for makeup visits when service could not be completed during the normal workweek. Sunday is not used for routine or elective service. Customers who refuse rescheduling may be removed from the regular route and placed on a waitlist.
Service Liability, Equipment Damage, and Limited Warranty Terms
Rocket City Water Wizards™ technicians are trained, certified, and held to the highest operational standards, including national certifications from the NPHTA and adherence to manufacturer equipment guidelines. We use professional-grade tools, NSF-certified testing equipment, and approved industry procedures at every service visit.
However, by accepting service, the customer agrees and acknowledges the following limitations:
1. Pre-Existing or Deferred Issues
Rocket City Water Wizards™ is not liable for any damage or performance issues caused by:
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Pre-existing equipment faults
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Undiagnosed leaks
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Inadequate or unsafe plumbing
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Faulty third-party installation
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Customer neglect or deferred maintenance
Any defect or issue that is discovered during a routine or repair visit will be documented with photos and notes in the service portal. We do not accept liability for damage that existed before our arrival, even if it was not previously visible to the customer.
2. Weather, Environmental, or Structural Factors
Rocket City Water Wizards™ is not responsible for damage caused by:
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Weather events (rain, storms, wind, freeze, hail, etc.)
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Environmental runoff, landscape drainage, or dust
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Structural settling, deck movement, tile failure, or coping cracks
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Pest intrusion or animal damage to equipment
Our team will document and notify the customer of any conditions that could contribute to such damage during the visit. However, we are not responsible for remediation unless under a separate written contract.
3. Customer-Modified Systems
Any system modified by the customer, non-certified contractors, or DIY installations—including chemical feeders, electrical setups, plumbing loops, or internet-connected automation—are entirely excluded from liability. We will not troubleshoot or service unauthorized equipment and will not warranty any outcome related to modified systems.
4. Workmanship Warranty
Rocket City Water Wizards™ offers a 30-day limited workmanship warranty on all equipment repairs, installations, and replacements that we perform directly. This includes:
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Pump, heater, filter, salt cell, and controller installs
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Leak patching and minor plumbing repairs
This warranty covers labor defects only. Parts are covered under manufacturer warranty policies, which vary by brand and model. Customers are responsible for registering and processing warranty claims unless stated otherwise in writing by Rocket City Water Wizards™.
Warranty work does not include free follow-ups for unrelated service, nor does it cover return visits caused by customer misuse, changed settings, or failure to maintain the system after completion.
Post-Service Results, Customer Accountability & Recheck Conditions
Rocket City Water Wizards™ guarantees that all services are performed according to national standards, best practices, and the assigned scope of work. However, results depend on customer compliance, functional pool equipment, and environmental conditions beyond our control. If post-service water quality or visual results do not meet expectations, the following policy will apply:
1. Non-Compliance with Instructions
If a customer fails to follow specific aftercare instructions noted in the PoolBrain job summary (such as running the pump for a specified duration, brushing, adding water, or maintaining flow), and the pool does not respond as expected:
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Rocket City Water Wizards™ will conduct one recheck visit at no labor charge to inspect the pool and confirm root cause.
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The customer will be charged a PoolBrain recheck disc fee (SKU 4329), not to exceed $4, to log and record the visit officially.
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If it is clear that instructions were not followed, the customer must pay for a full-priced follow-up service to restore the pool.
2. Equipment Not Functioning Properly
If the pool equipment is non-functional or partially operational (e.g., failed pump, clogged filter, bad check valve), Rocket City Water Wizards™ will document the issue during the recheck and present a repair quote.
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The cost to address equipment issues will be billed at standard full-service or repair rates, based on time required and scope.
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There will be no warranty coverage or free labor applied to equipment-related failures that were not caused by our team.
3. Natural Events or Environmental Factors
If water clarity or pool condition degrades due to weather, debris, pollen blooms, rainfall, dust storms, or runoff, Rocket City Water Wizards™ will not accept responsibility for re-treatment. The customer will be charged full price for any necessary follow-up service.
4. Confirmed Service Error by Rocket City Water Wizards™
If it is determined that the result was due to a mistake made by our technician, Rocket City Water Wizards™ will return and correct the issue. However:
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A 0.2 man-hour charge (based on onsite labor time) will be applied to cover technician deployment and route adjustments.
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All chemicals used during the corrective visit will be billed at the standard per-unit rate.
This ensures a fair balance of accountability while recognizing that maintaining proper water quality is a shared responsibility between the customer, the technician, the equipment, and the environment.
Jurisdiction, Dispute Resolution & Public Communications Policy
By accepting service from Rocket City Water Wizards™, the customer agrees to resolve any disputes, complaints, billing disagreements, service concerns, or damage claims through the following process:
1. Jurisdiction
All legal matters related to Rocket City Water Wizards™ will be governed under the laws of the State of Alabama. Any legal proceedings must be filed in the County of Madison, Alabama, where Rocket City Water Wizards™ is headquartered. No exceptions or changes to venue will be accepted.
2. Waiver of Jury Trial
The customer waives all rights to trial by jury for any claims arising from or related to service, documentation, billing, equipment, scheduling, or communications.
3. Mandatory Mediation & Binding Arbitration
In the event of a dispute, both parties must first attempt to resolve the issue through good-faith mediation. If mediation fails, the parties agree to submit the matter to binding arbitration, administered by the American Arbitration Association (AAA) or a neutral third-party mediator selected by Rocket City Water Wizards™.
All findings from binding arbitration will be considered final and enforceable by law. Attorney’s fees, filing costs, and arbitration expenses may be awarded to Rocket City Water Wizards™ if the customer is found to be in breach of contract, terms of service, or responsible for filing a false or malicious claim.
4. Anti-Slander & Public Complaint Policy
The customer agrees not to post, publish, share, or distribute any defamatory, misleading, or damaging statements—online or in person—regarding Rocket City Water Wizards™, its employees, ownership, subcontractors, or affiliates, before following the full dispute resolution process outlined above.
This includes, but is not limited to:
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Google, Yelp, Nextdoor, or Facebook reviews
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Social media posts
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Public group chats, private messaging threads, or TikTok/Instagram videos
Failure to comply will be considered intentional business interference and may result in legal action for defamation, lost income, and reputation damage.
Rocket City Water Wizards™ reserves the right to publicly respond to any false claims or accusations, including the use of job documentation, time-stamped photos, and chemical logs as evidence.
Refund Policy, Service Credits & Non-Refundable Fees
Rocket City Water Wizards™ does not issue cash refunds for services that have been scheduled, started, or completed. Once a technician arrives onsite and initiates service, the customer is fully responsible for payment as outlined in the job summary and associated service terms.
1. No Refund on Services Rendered
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No refunds will be issued for labor and/or deposit once service has begun.
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No refunds will be issued for chemicals applied or prepared during service.
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Claims based on subjective dissatisfaction with visual results, water clarity, seasonal expectations, or perceived service speed will not be grounds for a refund if the assigned scope of work was completed.
2. Service Credits
Rocket City Water Wizards™ may, at its sole discretion, issue service credits under the following circumstances:
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A scheduling error caused by our team
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A documented billing mistake reported within 72 hours
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A service interruption caused by force majeure (e.g., extreme weather) before work was started
All credits will be applied to future services. Credits will never be issued as a refund via cash, card reversal, electronic transfer, or third-party app. All issued credits expire 12 months from the date of issuance unless otherwise specified in writing.
3. Non-Refundable Fees
The following fees are non-negotiable and non-refundable under all circumstances:
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Access Denial Fee ($50)
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Late Cancellation Fee ($50)
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PoolBrain Recheck Disc Fee (SKU 4329, max $4)
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Any route disruption, holiday reschedule, or no-show technician fees
Customers who initiate unauthorized chargebacks or reversals after service has been rendered will be referred to collections and may be permanently removed from our service network.
Customer Acknowledgment & Binding Consent
By scheduling, accepting, or receiving service from Rocket City Water Wizards™, the customer confirms that they have read, understood, and agreed to all of the policies listed on this Legal & Service Terms page, including:
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General Terms of Service
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Payment Terms & Financial Policy
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Full Service Time Limits, Documentation & Communication
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Scope of Work
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Property Access, Hazards & Safety
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Cancellations, Late Changes & Rescheduling
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Post-Service Results & Customer Responsibility
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Service Liability & Equipment Warranty Limitations
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Jurisdiction, Dispute Resolution & Public Communications Policy
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Refunds, Credits & Non-Refundable Charges
By initiating service—whether through online scheduling, signed estimate, email authorization, or verbal phone confirmation—the customer enters into a binding service agreement with Rocket City Water Wizards™. This agreement is enforceable under applicable law and carries the same legal weight as a signed contract.
Customers are expected to read and understand all applicable service terms. Failure to review this page does not release the customer from responsibility or financial obligation.
Additional policies governing privacy, text message communication, and website usage are available under the Legal section of our website and apply to all customers and users of Rocket City Water Wizards™ digital services.
Continued use of our services or online platforms constitutes acknowledgment and acceptance of all current and future versions of these terms. Rocket City Water Wizards™ reserves the right to update its legal terms at any time.