General Terms & Conditions

Spa Simple Ltd (“Spa Simple”, “we”, “us”) provides field-based hot tub and swim spa services. Our engineers travel to your location. Our registered office is our official company address, not a customer-facing premises. Please use the details below for bookings, cancellation notices, complaints and questions.

These general terms cover one-off servicing, deep cleaning, inspections, breakdown investigations, repairs and call-outs for hot tubs and swim spas, and replacement parts or additional work agreed as part of a visit. The service, scope and agreed price are identified in the booking or quotation.

Service-plan subscriptions have separate arrangements. These general terms do not change existing plan agreements. New website service-plan subscriptions are currently unavailable.

Our customers are mainly private homeowners; occasional commercial customers may also book. Nothing here removes mandatory consumer protections.

Sending the website enquiry form, sending an email, calling us or asking for an appointment does not automatically create a confirmed booking. These are requests for us to get in touch and discuss the service required, location, timing and charges. A general website enquiry and its automated acknowledgement are not booking confirmations.

The price that applies depends on the service booked: the £95 call-out charge applies to a Call-Out / Breakdown & Repair booking, while routine servicing, checkovers and other separately priced services are charged at their own advertised or agreed prices and do not automatically incur the call-out charge.

We use two booking methods. Online bookings are made through Koalendar: you select an available appointment, Koalendar sends an automatic booking confirmation email, and Koalendar normally sends an appointment reminder the day before. A successfully confirmed Koalendar appointment counts as a confirmed booking.

Appointments can also be arranged directly with us by WhatsApp, text message, email or telephone. In that case, Spa Simple agrees the appointment directly with you, and the booking is confirmed once we have agreed a specific appointment date and time with you and communicated that confirmation to you. We normally send a text or WhatsApp message when travelling to the appointment, but an on-the-way message is not required for the booking to be valid.

We do not take deposits or advance payments to confirm ordinary one-off appointments. A successfully confirmed online booking is valid without a further manual acceptance; general enquiries and automated enquiry acknowledgements are not confirmation. A separately agreed deposit may occasionally be requested for high-value or specialist parts before ordering, as described in section 5. Please provide accurate contact and location details and explain known faults, error messages and relevant spa information. Photos or videos may help our assessment, but do not replace inspection where needed. We should confirm the agreed service, price or pricing basis and appointment arrangements before the visit.

We will carry out the service or investigation agreed with you using reasonable care and skill. The particular scope depends on the service booked and any additional work authorised. A breakdown visit may identify a fault without completing a repair on that visit, for example where parts or further investigation are needed.

The standard call-out charge of £95 applies specifically to our Call-Out / Breakdown & Repair service. It includes inspection, fault-finding and up to the first 60 minutes of engineer labour, where applicable to that booking. Labour beyond the first 60 minutes is charged at £60 per hour or part thereof, rounded up to the next full hour. For example: up to 60 minutes £95; 61–120 minutes £155; 121–180 minutes £215; 181–240 minutes £275. These charges exclude any separately chargeable replacement parts or additional agreed work. Spa Simple Ltd is not registered for VAT. The prices we publish or quote are the amounts payable: we do not add VAT to them and we do not describe them as VAT-inclusive. Replacement parts and any other additional chargeable work are separate from the standard call-out charge, and we will inform you of any proposed additional costs, including additional labour charges, before you authorise the work. This is not an all-inclusive price for replacement parts, unlimited investigation or every repair. Routine servicing, checkovers and other separately priced services do not automatically incur the £95 call-out charge; they have their own advertised or agreed prices and scope. The £60 per hour additional labour rate above is part of the Call-Out / Breakdown & Repair pricing and is not automatically applied to separately priced services; any additional work on those visits will be explained and agreed with you before it is carried out.

Many common faults can be diagnosed within the included time. More complex issues, including tracing leaks, may require further investigation. Any additional chargeable work is subject to the authorisation arrangements in section 5.

If we attend a booked routine service or checkover and identify a fault or issue that would prevent or limit the hot tub's use following our visit, we will inform you before proceeding with the planned service. We will explain the issue and offer you the option of changing that appointment to our Call-Out / Breakdown & Repair service. The decision is yours: we will not treat a routine service booking as agreement to additional repair work, and we will not automatically add the £95 call-out charge to the original service price.

If you agree to change the appointment to a Call-Out / Breakdown & Repair visit, the applicable pricing is £95 for the first 60 minutes of labour, then £60 per additional hour or part thereof, rounded up to the next full hour, with replacement parts charged separately. We will explain the applicable charges and obtain your agreement before changing the service or undertaking any additional chargeable work. When you accept the change, the agreed Call-Out / Breakdown & Repair pricing applies instead of the original service price: we do not simply add the £95 call-out fee to the original service price.

If you decline the change, we will proceed with the service as originally booked, at its original agreed price, provided continuing is safe and practicable. If it is not, we will discuss alternatives; we do not undertake unsafe work. Declining the change does not authorise any additional repair work or charges, and we will not treat it as agreement to extra work. Proceeding with the original service does not resolve the identified fault or restore full use of the hot tub; the fault will remain, and you can contact us using section 1 at any time to arrange a separate Call-Out / Breakdown & Repair visit if you would like it looked at. Nothing in this section affects your statutory rights.

Minor faults discovered during a booked routine service or checkover are handled separately from the significant-fault procedure above. If we discover a minor fault during a booked service or checkover and we have the correct or appropriate parts available, we will generally carry out the repair as part of the existing visit. In those circumstances the repair labour is normally included in the original service price: no additional £95 call-out fee and no £60 per hour additional labour charge apply to that repair labour. Any replacement parts required are charged separately, and we will explain the cost and obtain your approval before fitting any part. This is our normal practice rather than an unconditional guarantee: more extensive or time-consuming repairs may need a separate quotation or a separate appointment, with any charges agreed with you in advance. Breakdown charges are not automatically added to routine servicing, and nothing in this section affects your statutory rights.

If a minor fault needs a part we do not have with us and a separate return appointment is required to complete the repair, that return visit is charged as a Call-Out / Breakdown & Repair visit: £95, including the first 60 minutes of labour, with any additional labour at £60 per hour or part thereof, rounded up to the next full hour, and replacement parts charged separately. A return visit to fit an unavailable part is not included free of charge in the original service price. We will explain the return-visit charges and the parts costs, where known, and obtain your agreement before proceeding with the chargeable work. The original routine service remains charged at its original agreed price. This separate return visit is different from a qualifying warranty return visit under the Workmanship warranties and 90-day return visits section: it concerns a newly identified repair that needs parts, not a repeat of a fault connected to a repair or a part Spa Simple previously supplied, and it does not change the 90-day return-visit provision or the 12-month repair warranty.

Unsafe or interrupted services. If a significant fault makes a routine service unsafe or impractical to continue, we may stop rather than continue the original service, leaving equipment as safe as reasonably possible. We will try to contact you and obtain your authorisation before changing the scope of the work or the charges. Your absence, or not answering our call or message, does not authorise a repair or an automatic change to a Call-Out / Breakdown & Repair visit. Where legally justified and disclosed to you in advance, we may seek a reasonable attendance or assessment charge of no more than £95. We will not automatically charge the full original service price for work we could not carry out, and we will not charge both a routine service and a substituted call-out for the same work. Your statutory consumer rights and remedies are unaffected.

We will explain the proposed work and associated charges before proceeding with additional chargeable labour, replacement parts or other work outside the agreed booking. We will obtain your authorisation first; the initial call-out or enquiry is not blanket permission for extra charges.

If inspection shows that the original scope needs to change, we will discuss the revised work and price or pricing basis with you. For the Call-Out / Breakdown & Repair service, additional labour beyond the 60 minutes included in the standard call-out charge is £60 per hour or part thereof, rounded up to the next full hour. Replacement parts and any other additional chargeable work are separate from the standard call-out charge, and we will inform you of any proposed additional costs, including additional labour charges, before you authorise the work. For routine servicing, checkovers and other separately priced services, any additional work is priced and agreed with you before it is carried out; the call-out charge and additional labour rate are not applied automatically. We should make clear whether a figure is a fixed quotation or an estimate and record any authorised change.

QuickBooks estimates reflect anticipated labour, parts and repair options; they are not automatically fixed-price quotations. We will identify whether a price is an estimate or a fixed quotation. Verbal or written authorisation may be accepted. Significant additional costs require further approval before proceeding. Minor time overruns may be absorbed at Spa Simple's discretion, not as a guarantee.

Deposits may occasionally be requested for high-value or specialist parts, with the amount and applicable terms agreed before ordering. No automatic non-refundable deposit policy applies; statutory cancellation and defective-goods rights are preserved.

Payment becomes due immediately upon completion of the servicing or repair work for each completed visit, unless a different payment arrangement has been expressly agreed with you in advance. We will explain the amount due: for the Call-Out / Breakdown & Repair service, the call-out charge, any authorised additional labour and parts; for separately priced services, their advertised or agreed price and any authorised additional work or parts. The call-out charge is not added to separately priced services unless agreed.

We normally issue invoices through QuickBooks following the visit. A QuickBooks invoice provides a secure card payment link and our bank details for payment by bank transfer. Payment for each completed visit is due on completion; invoices normally issued afterwards are payable when issued: sending an invoice afterwards does not automatically create 14-day or 30-day credit terms.

Cash or card payment at the visit may also be accepted where agreed. These terms do not introduce late-payment penalties, interest, debt collection charges or automatic payment deadlines that have not been agreed with you.

Spa Simple may require outstanding invoices to be paid before further work, subject to applicable statutory rights and fair handling of genuine disputes. Nothing in this section removes your statutory rights, including your right to raise a genuine dispute about the work or the invoice. Service-plan recurring payments are separate and are not governed by this one-off payment clause.

Please give us at least 24 hours' notice wherever reasonably possible if you need to cancel or rearrange an appointment. This is a scheduling request, not a condition that removes statutory cancellation rights.

Please contact us as soon as possible, including in an emergency. We will discuss alternative arrangements subject to availability. We do not impose an automatic cancellation fee or penalty. Where justified, previously disclosed and legally permitted, Spa Simple may seek a reasonable discretionary charge of up to £95 for late cancellation, a missed appointment or a wasted visit. £95 is a maximum, not an automatic amount. Any proposed charge must be explained, justified by the circumstances and reasonable loss or attendance/assessment involved, taking account of avoided costs and reasonable steps to reduce loss. We do not charge twice for the same loss or attendance.

Repeated missed appointments may inform whether future bookings are accepted, subject to existing obligations and statutory rights. Any charge requires fair individual assessment and must not override statutory cooling-off, refund or defective-service remedies.

These appointment arrangements do not limit statutory consumer cancellation or refund rights. The consumer cancellation rights described in section 8 are separate from appointment notice arrangements.

Unsafe or interrupted services. If a significant fault makes a routine service unsafe or impractical to continue, we may stop rather than continue the original service, leaving equipment as safe as reasonably possible. We will try to contact you and obtain your authorisation before changing the scope of the work or the charges. Your absence, or not answering our call or message, does not authorise a repair or an automatic change to a Call-Out / Breakdown & Repair visit. Where legally justified and disclosed to you in advance, we may seek a reasonable attendance or assessment charge of no more than £95. We will not automatically charge the full original service price for work we could not carry out, and we will not charge both a routine service and a substituted call-out for the same work. Your statutory consumer rights and remedies are unaffected.

This section applies where you book as a consumer and the contract is a distance contract (for example, made online, by email, telephone or messaging without meeting us) or an off-premises contract (for example, agreed with our engineer at your home), under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

When the contract is made. A confirmed Koalendar appointment, or an appointment date and time we agree and confirm with you directly, forms the service contract. A website enquiry, a request for an appointment or an automated enquiry acknowledgement does not.

Information before you book. Before you are bound, we will give you the main characteristics of the service, our identity and contact details, the price or how it is calculated, payment arrangements, and information about your cancellation rights, including the model cancellation form where required. We will confirm this information in a durable form, such as email.

Your 14-day cancellation period. You may normally cancel a qualifying service contract within 14 days, starting the day after the contract is made, without giving a reason. If we have not given you the required cancellation information, the period can be extended by law.

How to cancel. Tell us clearly that you wish to cancel, by email, telephone, WhatsApp or letter using the details in section 1. You may use the model cancellation form we provide, but you do not have to. It is enough to send your notice before the cancellation period ends. We will refund any payment due within 14 days of being told of your cancellation.

Starting work within the cancellation period. If you want a visit to take place within the 14 days, we will ask you to request this expressly. For an off-premises contract, this request must be recorded in a durable form. If you then cancel after work has begun, you may have to pay a proportionate amount for the work carried out up to your cancellation, but only if we gave you the required information about your cancellation rights and that payment.

When the right to cancel ends. Once the service has been fully performed, you lose the right to cancel only if, before work began, you gave your express consent to work starting within the cancellation period and acknowledged that you would lose your right to cancel once the service was fully performed.

Urgent repairs. If you specifically ask us to visit you to carry out urgent repairs or maintenance, the statutory cancellation right may not apply to that urgent work. It does still apply to additional services, or goods other than replacement parts needed for the urgent work, that you agree during the visit.

Appointment notice is different. Our request for 24 hours' notice to cancel or rearrange an appointment (section 7) is a scheduling request. It does not shorten or replace your statutory cancellation rights. Any amount payable after a statutory cancellation is assessed under the rules above, not as an appointment cancellation charge.

Customers need not be home if suitable, safe access and appointment arrangements are available. We will attempt contact when needed, including for authorisation of additional work. Absence is not permission for extra charges or repairs.

Spa Simple normally drains the hot tub as part of a routine service unless special preparation has been communicated beforehand. Relevant access, water, electricity and preparation arrangements should be agreed in advance; no additional customer preparation or refill obligation is assumed here.

Please disclose known material access, parking, rooftop, lifting and site restrictions or unusual conditions that may affect the visit. Spa Simple remains responsible for lawful parking; parking fines are not automatically passed on to customers.

Unsafe or interrupted services. If a significant fault makes a routine service unsafe or impractical to continue, we may stop rather than continue the original service, leaving equipment as safe as reasonably possible. We will try to contact you and obtain your authorisation before changing the scope of the work or the charges. Your absence, or not answering our call or message, does not authorise a repair or an automatic change to a Call-Out / Breakdown & Repair visit. Where legally justified and disclosed to you in advance, we may seek a reasonable attendance or assessment charge of no more than £95. We will not automatically charge the full original service price for work we could not carry out, and we will not charge both a routine service and a substituted call-out for the same work. Your statutory consumer rights and remedies are unaffected.

New parts supplied and fitted by Spa Simple and associated repair workmanship carry a voluntary 12-month warranty. The separate 90-day connected-fault return-visit provision is described below. The warranty begins on the date the relevant repair work is completed: it does not begin on the booking date, the invoice date or the payment date. The warranty applies to the specific repair carried out and to replacement parts supplied by Spa Simple — it does not cover the customer's entire hot tub or swim spa, and it does not cover unrelated faults that arise independently. Qualifying warranty repairs include necessary replacement parts, labour and travel without additional charge. This voluntary warranty is additional to statutory consumer rights.

Warranty claims are assessed to establish whether the reported problem relates to the original repair or a part Spa Simple supplied. An assessment may involve inspection of the spa; an unrelated fault is not treated as a warranty claim merely because it appears after a repair.

Nothing in the voluntary warranty excludes faults that are legally covered by the customer's statutory rights. A commercial warranty is additional to those rights, and expiry of the warranty period is not treated as ending them.

If a fault is reported within 90 days of repair completion and the fault is the same as or genuinely connected to that repair or to a part Spa Simple supplied, no additional £95 call-out charge or corrective labour charge will apply for the qualifying warranty visit.

If the reported problem is unrelated to the original repair or a part Spa Simple supplied, our normal call-out charges may apply, and we will explain any proposed charge before carrying out chargeable work.

Where the cause is initially unclear, we will investigate and explain any proposed charges before proceeding with additional chargeable work. You will not be asked to pay a call-out charge merely because a warranty claim is initially disputed.

The 90-day return-visit provision does not shorten the 12-month warranty described above: warranty rights continue for the full warranty period, and nothing in either provision removes your statutory consumer rights.

Where a repair requires more than one visit, for example an initial diagnosis followed by a return appointment to fit a replacement part, the 12-month warranty begins on the date the relevant repair is completed. For a replacement component, that means the date the component is fitted and the associated repair work is completed. The warranty does not begin on the initial diagnosis visit, the booking date, the invoice date or the payment date. As with any repair, the warranty covers the specific repair workmanship and the parts supplied by Spa Simple: it does not cover the customer's entire hot tub or swim spa, and it does not cover unrelated faults. The separate 90-day return-visit provision described above is unchanged, and nothing in this section affects your statutory rights.

If you believe work or a supplied part is faulty, contact us using section 1 so that the issue can be assessed. Our workmanship warranty and return-visit provision are additional to, not a substitute for, applicable statutory remedies.

Parts supplied by you, including replacement parts supplied directly to you by a manufacturer, do not carry a Spa Simple product warranty. We may refuse to fit parts that we reasonably consider unsafe, incompatible or unreliable.

We provide a voluntary three-month fitting workmanship guarantee for our own work in fitting a customer-supplied part. It covers qualifying defects in our fitting work. It does not cover unrelated faults or defects inherent in the customer-supplied component. This guarantee does not exclude or restrict your statutory rights.

Used or reconditioned parts supplied and fitted by Spa Simple carry a voluntary three-month guarantee, separate from the 12-month voluntary warranty for new parts. It covers qualifying defects in the supplied part and its fitting, including appropriate corrective labour and travel without additional charge. This guarantee is additional to your statutory rights, which may extend beyond the guarantee period.

Manufacturer warranty terms are separate from Spa Simple's own responsibilities. Manufacturer rejection alone does not extinguish statutory rights against Spa Simple.

If you have a complaint about our servicing, repairs, invoices or customer service, please contact us by emailing service@spasimple.co.uk or using our published contact details in section 1. Please include your booking details, a description of the concern and any useful photographs.

We aim to acknowledge your complaint, or provide an initial response, within five working days of receiving it. This is a target for our initial response only: it is not a guarantee that every complaint will be fully investigated or resolved within five working days.

Some complaints, particularly technical repair disputes, may require further investigation before we can give a complete answer. We will keep you reasonably informed of progress while any investigation continues.

There is no deadline for telling us about a problem, and making a complaint does not restrict your statutory consumer rights. Contacting us does not limit your right to pursue a statutory remedy or legal claim.

Where consumer services have not been performed with reasonable care and skill, the Consumer Rights Act 2015 may entitle you to repeat performance or an appropriate price reduction. Goods supplied may also carry rights relating to satisfactory quality, fitness for purpose and description, with remedies depending on the circumstances.

Nothing in these terms excludes or restricts liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, or any liability that cannot lawfully be excluded or restricted. Nothing here removes statutory consumer rights.

Consumers retain rights concerning reasonable care and skill, binding information about services, and a reasonable price or time where these have not been agreed, as applicable. A workmanship warranty, return-visit period or appointment cancellation policy must not take those rights away.

Please see the Privacy Policy for information about how we handle personal information.

These terms do not change existing contracts retrospectively. Nothing in these terms removes mandatory consumer protections or applicable rights to bring proceedings.

Spa Simple normally measures or identifies the hot tub and confirms cover specifications before ordering. We remain responsible for measurements we undertake and for defective or incorrectly supplied goods as required by law.

Manufacturing and delivery may take approximately 6–10 weeks; this is an estimate, not a guaranteed deadline. No routine upfront cover deposit is required. Cover payment normally becomes due when the cover is available to Spa Simple, subject to any separately agreed terms and statutory rights.

Direct supplier delivery to the customer is included in the cover price. Optional fitting, old-cover removal and disposal are separately charged, typically £95 for a standard hot tub cover or around £190 for a swim spa cover, subject to the actual estimate and agreement.

Ordinary returnable parts and genuinely bespoke goods have different cancellation arrangements. We will explain the applicable arrangements before ordering; no blanket non-refundable or no-returns rule is created here. Rights concerning defective or incorrectly supplied goods, incorrect specifications and Spa Simple's measurements are preserved.