Refund Policy

At Pools-Now, every pool and outdoor product is crafted or prepared specifically for your project. Because of the custom nature of our products, we do not offer returns once production or delivery has begun.

Damages and Issues

We want you to receive your order in perfect condition. Please carefully inspect your pool or product at the time of delivery. If you notice any damage, defects, or receive an incorrect item, notify us immediately on the same day.
Early reporting helps our team assess the issue quickly and determine the best resolution.

Exceptions / Non-Returnable Items

Since our pools and many outdoor products are built or customized according to your specifications, they are not eligible for return under any circumstances.

This includes:

• Custom fiberglass pools
• Made-to-order pool components
• Any product that has been installed, altered, or modified after delivery

We appreciate your understanding, as custom-manufactured items cannot be restocked or resold.

Refund and Cancellation Policy

Effective Date: January 1, 2026

Last Updated: December 29, 2025

Overview

Pools-Now.com (“Company,” “We,” “Us,” or “Our”) is committed to customer satisfaction. This Refund and Cancellation Policy outlines the terms and conditions governing refunds, returns, and cancellations for all products, services, and projects offered by our company. Please read this policy carefully, as it applies to all transactions with Pools-Now.com.

1. POOL INSTALLATION AND CONSTRUCTION PROJECTS

1.1 Cancellation During Design and Planning Phase

If you cancel a pool installation project before our crew begins on-site work, the following terms apply:

• 100% Refund: If cancellation occurs prior to material ordering (typically within 5 business days of contract signing)
• Partial Refund: If cancellation occurs after materials have been ordered but before work commencement, a refund will be issued minus:
  • Non-recoverable costs including design fees, permit costs, and ordered materials that cannot be restocked
  • Administrative and processing costs (typically 10-15% of project deposit)
• No Refund: If cancellation occurs less than 48 hours before scheduled work commencement

1.2 Cancellation After Work Has Commenced

Once on-site work has begun, the following terms apply:

• No Refund Available: Projects cancelled after our crew arrives and begins work are non-refundable
• Payment Due for Work Performed: You will be responsible for payment of all work completed, plus reasonable costs of materials delivered and labor performed
• Cleanup Responsibility: Company will perform site cleanup and secure the work area

1.3 Project Suspension or Delay

If work is suspended or delayed at the client’s request (beyond 30 days), the Company reserves the right to:

• Release equipment and crew to other projects
• Charge demobilization and remobilization fees upon resumption
• Adjust project timeline and pricing based on material and labor availability at time of resumption

1.4 Cancellation Due to Non-Payment

The Company reserves the right to cancel projects immediately without refund if payment(s) are not received as agreed per the contract terms.

2. POOL SERVICE AND MAINTENANCE CONTRACTS

2.1 Monthly Service Cancellation

Monthly recurring pool maintenance and service contracts may be cancelled under the following terms:

• 30-Day Written Notice Required: Cancellation requests must be submitted in writing (email, certified mail, or through your online account) with 30 calendar days’ advance notice
• Final Service Completion: Your final pool service will be completed on the service date nearest to your cancellation effective date
• No Refunds for Prepaid Services: Prepaid monthly maintenance fees are non-refundable once service period has commenced
• Prorated Adjustments: If payment was made for a full month and cancellation occurs mid-month, a prorated credit may be applied to final invoice, at Company’s discretion

2.2 Seasonal Service (Summer/Winter)

Seasonal service contracts follow the terms below:

• Cancellation Notice: 14 calendar days’ written notice required for cancellation
• Non-Refundable Services: Once service begins, no refunds are issued for completed or in-progress work
• Partial Season Cancellation: If cancelled mid-season, payment is due for services rendered through cancellation date

2.3 Equipment Repair and Maintenance Services

For individual repair calls and maintenance visits:

• Cancellation Prior to Service: Free cancellation with 24-hour advance notice
• Late Cancellation Fee: Cancellations made with less than 24 hours’ notice or no-shows will incur a service call fee
• Payment for Work Performed: If you request cancellation after technician arrival, you are responsible for payment of all work completed and materials used

3. EQUIPMENT ORDERS AND PURCHASES

3.1 Pool Equipment (Unopened, Original Packaging)

Equipment such as pumps, filters, heaters, automation systems, and related components may be returned under these conditions:

• Return Window: 3 calendar days from date of delivery
• Condition Requirements: Equipment must be unopened, in original packaging, unused, and in like-new condition
• Restocking Fee: A 15-20% restocking fee will be deducted from the refund (fee varies by equipment category)
• Freight Not Refundable: Return shipping costs are the customer’s responsibility
• Return Authorization: All returns must be pre-authorized. Contact us at admin@pools-now.com with order number and reason for return
• Processing Time: Refunds will be issued within 14 business days of receipt and inspection of returned equipment

3.2 Pool Chemicals and Consumables

• No Returns Accepted: Pool chemicals, chlorine, acid, alkalinity increaser, CYA (stabilizer), salt, test strips, and other consumable items cannot be returned once purchased
• Safety Reason: Returns of chemicals pose safety and liability risks
• Special Orders: Special order chemicals are non-refundable

3.3 Materials and Custom Orders

• Non-Returnable Items: The following items cannot be returned: special order equipment, custom-cut materials, installation materials, plaster, concrete, pavers, decking materials, and items that have been cut, modified, or prepared for installation
• Non-Returnable Equipment: Automatic pool cleaners, filter media, replacement pool walls, pool liners, covers, and heaters cannot be returned if they have been opened or removed from original packaging
• Special Order Policy: All special-order items are final sale and non-refundable

3.4 Defective Equipment Claims

If equipment arrives defective or damaged:

• Notification Requirement: You must notify us within 1 business days of receipt with photos of damage
• Manufacturer Warranty: Defective equipment will be handled according to manufacturer warranty terms
• Replacement: Defective items may be exchanged for replacement units at no charge (shipping costs may apply based on manufacturer policy)
• Documentation: Include original invoice, order number, and detailed description of defect

4. DAMAGED OR MISSING ITEMS

4.1 Delivery Damage or Loss

• Reporting Timeline: Damages or missing items must be reported to us within 24 hours of delivery
• Photographic Evidence: Include clear photos of damaged packaging and the item itself
• Carrier Claim: For shipping carrier damage, we will file a claim with the carrier on your behalf
• Replacement: Once claim is approved, replacement equipment will be shipped at no additional cost

4.2 Partial Shipments

If you receive an incomplete shipment:

• Notification: Contact us within 2 business days of delivery with invoice number and item description
• No Additional Charges: Missing items will be shipped at Company expense

5. CUSTOMER CANCELLATION METHODS

5.1 How to Cancel

You may request cancellation or returns by:

• Email: admin@pools-now.com with subject line “Cancellation Request” or “Return Authorization”
• Phone:345.9115 during business hours (Monday-Friday, 8 AM – 5 PM EST)
• Certified Mail: Pools-Now.com, 864 Washburn Road Bldg. B Melbourne, Fl 32934 with confirmation of delivery
• Online Account: If applicable, through your online customer portal

5.2 Cancellation Confirmation

• Written Confirmation Required: All cancellations must be confirmed in writing
• Effective Date: Cancellation is effective upon receipt and written confirmation by Pools-Now.com
• Confirmation Email: You will receive written acknowledgment of cancellation within 2 business days

6. REFUND PROCESSING

6.1 Refund Timeline

• Processing Period: Approved refunds will be processed within 14 business days of cancellation confirmation or item receipt
• Payment Method: Refunds will be issued to the original payment method (credit card, check, or bank transfer as applicable)
• Bank Processing: Credit card refunds may take 5-10 business days to appear, depending on your card issuer

6.2 Partial Refunds

Partial refunds may be issued for:

• Equipment returned in good condition with restocking fees applied
• Projects cancelled after design work or material procurement
• Mid-contract service cancellations with proration of unused time

6.3 Outstanding Balances

If you have an outstanding balance on your account (unpaid invoices, outstanding service fees, etc.):

• Offset Against Refund: We reserve the right to offset any refund amount against outstanding balances before processing
• Collection: Any unpaid balances will remain due and may be subject to collection action

7. NON-REFUNDABLE ITEMS AND SERVICES

The following are non-refundable under all circumstances:

• Monthly prepaid maintenance services once service period has commenced
• Design and consultation fees
• Permits and permit application fees
• Labor for on-site work (including initial consultation visits and diagnostics)
• Installation labor
• Shipping and freight charges
• Chemicals and consumable products
• Special order items
• Services rendered (once completed)
• Cancellation fees and late fees once assessed

8. EXCEPTIONS AND SPECIAL CIRCUMSTANCES

8.1 Company-Initiated Cancellations

The Company reserves the right to cancel any project, service, or order under the following circumstances:

• Non-Payment: Client fails to make required payments as agreed
• Safety Violations: Client creates unsafe conditions or prevents safe work performance
• Site Access Issues: Client prevents access to the work site or pool
• Legal/Permitting: Project cannot proceed due to permitting denial, code violations, or legal restrictions
• Material Unavailability: Required materials become unavailable despite good-faith sourcing efforts

Refund Policy for Company-Initiated Cancellations:

• If cancellation occurs before work begins: Full refund minus non-recoverable costs (permits, design fees, materials ordered)
• If cancellation occurs after work begins: Refund for work not performed; payment due for work completed

8.2 Force Majeure

Cancellations due to unforeseen circumstances beyond Company’s reasonable control (natural disasters, severe weather, government restrictions, pandemics, etc.) may result in:

• Contract suspension rather than cancellation
• Rescheduling of services at earliest reasonable date
• Potential adjustment to project pricing if material costs or labor availability change significantly

9. FLORIDA-SPECIFIC CONSUMER PROTECTIONS

Pools-Now.com operates in compliance with Florida consumer protection laws, including:

• Florida Consumer Protection Act (Fla. Stat. 501.201 et seq.)
• Florida Pool and Spa Construction Standards
• Consumer Right to Cancel Construction Contracts (Fla. Stat. 655.059) – Clients have the right to cancel construction contracts within 3 days of signing, provided the contract includes proper cancellation notice as required by law

10. DISPUTE RESOLUTION AND CONTACT

10.1 Customer Service

For questions about refunds, cancellations, or returns, please contact:

• Email: admin@pools-now.com
• Phone:345.9115
• Address: 864 Washburn Road Bldg. B Melbourne, Fl 32934
• Hours: Monday-Friday, 8 AM – 5 PM EST

10.2 Unresolved Disputes

If you believe a refund or cancellation decision is unjust, you may:

• Submit a written appeal to management within 10 business days
• Pursue legal mediation or remedies available under Florida law

11. POLICY MODIFICATIONS

Pools-Now.com reserves the right to modify this policy at any time. Changes will be effective immediately upon posting to our website. Your continued use of our services after a policy change constitutes acceptance of the updated terms.

Policy inquiries: Contact us at the above address with questions regarding this policy.

12. LIMITATION OF LIABILITY

In no event shall Pools-Now.com be liable for:

• Indirect, incidental, consequential, or punitive damages
• Loss of profits, business opportunity, or goodwill
• Costs associated with alternative service providers
• Claims arising from your decision to cancel or modify services

For Website Display:

Last Updated: December 29, 2025 | Questions? Contact admin@pools-now.com or call 321.345.9115

This Refund and Cancellation Policy is governed by the laws of the State of Florida.