1. Definitions and Interpretation

1.1 “Company” means MCR Pools & Spas Ltd, registered in England and Wales, whose Director is Nathan Keziah.

1.2 “Customer” means any individual or entity engaging the Company’s parts and repairs services for swimming pools and hot tubs.

1.3 “Service” means the repair, maintenance, or parts fitting service provided at the Customer’s premises, including diagnosis, labour, and technical checks as set out herein.

1.4 “Callout Fee” is the fixed fee charged for a visit to the Customer’s property.

1.5 “Additional Labour” refers to any extra time beyond the initial hour covered by the Callout Fee.2. Scope of Service

2.1 The Service includes diagnosis and resolution of issues affecting hot tubs and pools.

2.2 The Service does not include the supply of chemicals or parts; these are billed separately.3. Fees and Payment

3.1 Callout Fees:

  - Hot Tubs: £99 + VAT per callout

  - Pools: £150 + VAT per callout

  The Callout Fee covers travel, administrative expenses, and up to one hour onsite for diagnosis and attempted resolution.

3.2 Additional Labour Charges:

  - Hot Tubs: £70 + VAT per additional hour

  - Pools: £99 + VAT per additional hour

  Should the Service require more time than included in the Callout Fee, additional Labour Charges apply.

3.3 A second callout fee will be charged if a subsequent visit is necessary.

3.4 For parts not held in stock, the full cost must be paid upfront before the part is ordered and installed.

3.5 Payment for labour is due on site by bank transfer. Cash payments are not accepted.4. Customer Obligations

4.1 The Customer must provide the Company with adequate access to parking, the pool/hot tub, and all relevant panels/plant room.

4.2 The Customer must ensure that the pool/hot tub is in a condition to allow for proper diagnosis (e.g. filled if a leak is suspected) and provide access to the power supply/consumer unit in the case of electrical issues.

4.3 If the Customer fails to provide the necessary access or information, the Company reserves the right to charge the full fee irrespective of whether the Service is completed.

4.4 In cases where wear and tear (e.g. broken panels, missing screw heads) restricts access, the Company will advise the Customer that more intrusive repair methods may be required and additional charges will apply, subject to prior agreement.5. Liability for Parts and Defective Components

5.1 The Company is not liable for any defective parts supplied by manufacturers.

5.2 Should defective parts require additional labour to remove and refit replacement parts, the Customer will be billed for such additional time.

5.3 Any claim relating to non-delivery of goods or services, damage caused, dissatisfaction, or defects must be notified in writing within 5 days of the occurrence.

5.4 The Customer must allow the Company a reasonable opportunity to investigate and rectify any issues.

5.5 The Company shall not accept liability for any part failure after repair; subsequent issues will be treated as separate matters and may incur additional charges.6. Cancellation and Rescheduling

6.1 No deposit is required; however, last-minute cancellations (i.e. cancellations made less than 5 working days before the scheduled service) will result in the full Callout Fee being invoiced.

6.2 The Customer is responsible for informing the Company of any cancellations or rescheduling requirements in a timely manner.7. Filming and Data Protection

7.1 For insurance and quality purposes, the Company may film its repair procedures using body or head cam equipment.

7.2 Any footage collected will be handled in accordance with applicable data protection laws.8. Disclaimers and Limitations of Liability

8.1 The Service is provided on an “as is” basis without any warranty (express or implied) on repair services.

8.2 Manufacturer warranties on parts, where applicable, are solely provided by the manufacturer.

8.3 The Company is not responsible for any damages or malfunctions not directly attributable to its repair work.

8.4 The Company’s liability for any claims arising out of the Service is limited to the total fees paid by the Customer for that particular service visit.9. Governing Law and Jurisdiction

9.1 These Terms and Conditions are governed by and construed in accordance with UK law.

9.2 Any disputes arising shall be settled in the courts of England and Wales.10. Changes to Terms

10.1 The Company reserves the right to modify these Terms and Conditions at any time.

10.2 Any updates will be communicated appropriately, and continued use of our Service constitutes acceptance of the revised Terms.

By engaging MCR Pools & Spas Ltd for parts and repairs, the Customer acknowledges that they have read, understood, and agreed to these Terms and Conditions.