Terms of Service & Refund Policy
Your Initial Diagnostic Service Appointment Includes:
See Also: Process of Elimination Diagnostic & Repair Policy
- Up to 30 minutes of on-site diagnostic and/or repair time on the first visit. Additional time on site is billed in 30-minute increments, currently at a $199 + HST per hour.
- Any subsequent visits for the repair are $199 + HST for the first hour (and billed in 30-minute increments thereafter).
- Up to 50 km of travel from the closest Wellness Shop location is free (click HERE to view our store locations). Currently, travel charges are calculated at $59 per every 50 km over the free travel limit.
- If the distance from the closest Wellness Shop to the location of the hot tub is less than 200 km, the distance travel fee is calculated one way. If the travel distance exceeds 200 km, travel charges will be applied both to and from the servicing location.
- Travel charges are calculated at the time of booking.
- Service is unavailable to addresses 300 km or greater from the closest Wellness Shop location.
- All quotes are valid for a period of 90 days from the date of inspection.
Diagnostic Service & Repair Appointments Do Not Include:
- Replacement of parts, including filters and accessories, unless the component is being replaced under an active warranty entitlement or unless purchased separately or otherwise stipulated by the selected service type.
- Repositioning, craning, moving or transporting the hot tub for service.
- Electrical permits, disconnection or reconnection.
- Refilling of the spa if draining is required for diagnostic or repairs
Current Service Rates
See also: Service Requirements, Cancellation, Refunds
| Diagnostic Inspection (30 minutes) | $199 + HST |
| Hourly Billable Service Rate | $199 + HST |
| Travel Charge Per 50KM | $59 + HST |
| Cancellation Fee | $149 + HST |
Hot Tub Returned to Warehouse for Repairs:
In the event that a hot tub is removed to a repair facility, the cost of removal and reinstallation will be your responsibility as the hot tub owner. The current cost is $1,400 + tax and includes the disconnection and reconnection of the hot tub, the transportation to and from our warehouse (within 50km of a showroom) using one moving crew, and the diagnostic of the repairs required. Additional fees apply if more than one moving crew is required or the distance is greater than 50 km from a Wellness Shop showroom and repairs are not included. The fee is non-refundable in the event that you opt not to continue with repairs.
Please note, it is the customer’s responsibility to drain the hot tub before the moving crew arrives.
Guarantee:
We guarantee that the work completed by our technicians is free of defect or error for a period of 14-days from service. Major replacement parts carry a warranty of 180 days from the date of delivery or installation. Pillows, filters, fuses, headrests, diverter handles and ClearRay UV-C replacement bulbs are guaranteed to be free of defects in workmanship or materials at the time of delivery or installation only. We do not guarantee components that we did not specifically repair or replace. The preceding guarantees are made only for normal use of the component and free of manufacturer defects. Additional repairs needed to ensure a product is fully functional is not included (see “Process of Elimination Diagnostic & Repair Policy” below).
Process of Elimination Diagnostic & Repair Policy:
It’s important to understand that our Technicians’ diagnostic work can be a process of elimination to find the source of the issue. Sometimes we need to replace or repair one or more components/issues before the product is completely repaired. The customer is responsible for all labour time and materials required to complete the elimination diagnostic work process.
Warranty:
Product warranties are non-transferable from owner to owner. Active warranty entitlements are void when the product changes ownership; this includes but is not limited to selling or gifting the product from the original purchaser or transfer of ownership by default when a home is sold or changes ownership.
Payment:
When booking service, your credit card will be pre-authorized for anticipated work to be completed on the day of your appointment. A valid credit card must be placed on file to ensure payments are charged in accordance with the services performed. We’ll discuss all estimated labour charges and replacement parts required to repair your spa before the work begins. Time and materials can not be guaranteed or fixed. All replacement parts that are required for service will be charged before being ordered and or installed.
Refunds:
Diagnostic and service work is 100% non-refundable. Replacement parts that are requested and ordered are also non-refundable. Should you have concerns about work completed by our team, please contact us at service@wellnessshop.ca with your case number and our team will be happy to discuss your matter, and we’ll do our best to make it right.
Service Appointment Cancellation Policy:
Service appointments can be cancelled or modified at no charge 48 hours before the date of your confirmed service appointment. If within 48 hours of your service appointment, you will be charged $149 + HST.
Service Requirements:
To perform service, the owner of the product must ensure the following items are accessible on the day of the appointment:
• Unobstructed access to the location of the product
• Four feet of height clearance and two feet of access on all four sides of the product being serviced
• Access to a water source
• Access to a 110V Outlet
• Access to your GFCI
• If applicable, the snow has been cleared from the service area
• If applicable, a yard that is free from any pet messes
The GFCI (Ground Fault Circuit Interrupter) test button located in the outdoor GFCI box must be operational to perform service. Suppose, upon arrival, this safety feature is not working. In that case, our Technician will not be permitted to complete the service, and a cancellation fee of $149 + HST may apply.
Suppose the service cannot be performed because access to one or more of the above items is not available. In that case, a cancellation fee of $149 + HST will be charged to the credit card on file.
Service terms, conditions & rates are subject to change without notice.