Terms and Conditions

These Terms and Conditions ("Terms") govern your use of the Pool Medic app, website, and all related services (collectively, the "Service") operated by Pool Medic ("we", "us", or "our"). The Service provides swimming pool and hot tub management tools, AI-assisted water care advice, remote engineer support, site visit matching, and business job management tools.

By creating an account or using any part of the Service, you agree to be bound by these Terms. If you do not agree, you must not use the Service. If you are using the Service on behalf of a business, you confirm that you have authority to bind that business to these Terms.

You must be at least 18 years old to create an account. You are responsible for maintaining the accuracy of your account information and for keeping your password secure. You must not share your account credentials with others or allow unauthorised access to your account.

Each user account is intended for an individual or a single business. You may not create accounts in a false identity or on behalf of another person without their consent.

The Service allows you to create pool profiles, log water readings, record maintenance tasks, track equipment, and view history. Data you enter (such as water readings and maintenance logs) is private to your account.

Pool Medic AI provides general water care guidance based on the information you enter. AI advice is informational only and does not constitute professional engineering or chemical advice. You should always follow manufacturer instructions for chemicals and equipment, and consult a qualified engineer where appropriate. We are not liable for any action taken or not taken based on AI-generated suggestions.

Calculators and tools (such as volume, chemical dosing, salt, turnover, heating cost, and water replacement calculators) provide estimates only. Always verify dosing amounts against product labels and manufacturer guidance.

Plus membership is available at £7.99 per month. Payment is by recurring card payment via Stripe. Your subscription renews automatically at the end of each billing cycle unless you cancel before the renewal date.

Plus membership includes chat with a real pool engineer at no additional per-chat charge, subject to fair use and engineer availability. Messages within an open conversation are unlimited.

We may change pricing with reasonable notice. Existing subscribers will be notified of any price change before it takes effect.

Plus members can start remote support conversations with approved Pool Medic engineers. Engineers are independent professionals — they are not employees of Pool Medic. Pool Medic facilitates the connection but does not control the advice or service provided by engineers.

When you start a support conversation, a snapshot of your active pool profile, equipment, and latest water reading is shared with the engineer to provide context. Your full postcode is never shared with engineers. Only your general area (town or outward postcode) is visible to the engineer during the chat stage.

Engineers may close a conversation when the issue is resolved. Closed conversations remain visible in your history but are read-only. You can start a new conversation with the same or a different engineer, subject to fair use.

If an engineer recommends a site visit, a site visit lead is created. You (the customer) can accept or decline the recommendation. If you accept, the engineer can also accept or decline.

Customer contact details (such as full address and phone number) are only released to the engineer once both parties have accepted the site visit. Until that point, your personal contact details remain protected.

There is no charge to a customer for a site visit lead, and Pool Medic does not charge a per-lead referral fee to engineers or businesses. Site visit leads are included with an active Pool Medic Engineer subscription or a Pool Medic Business subscription. Any work carried out, pricing, and contractual terms for the site visit itself are agreed directly between you and the engineer or business — Pool Medic is not a party to that agreement.

Pool service professionals can apply to join the Pool Medic engineer network. Applying is free, and all applications are reviewed and approved by Pool Medic before the engineer appears to customers. Approval is at our sole discretion and may be revoked at any time if an engineer breaches these Terms or provides poor service.

Once approved, an engineer accesses the Engineer Hub through a Pool Medic Engineer subscription. The subscription is £9.99 per month and starts with a 30-day free trial — no charge is taken during the trial, and payment details are collected securely by Stripe when the trial begins. The subscription renews automatically each month unless cancelled, and can be cancelled at any time; cancellation takes effect at the end of the current billing period. If a subscription ends, the engineer's customer list, jobs, calendar history, site visits and reports are retained and are restored when the subscription is reactivated.

Engineers can set their availability for remote support chats and/or site visits. Availability status is shown to customers on the Engineers page. Engineers receive email notifications when a customer starts a new conversation or replies to an existing one.

Engineers are responsible for maintaining their own qualifications, insurance, and professional standards. Pool Medic does not verify the technical competence of engineers beyond the application review process and is not liable for the quality of work performed by engineers.

Business accounts are available at £29.99 per month, payable by recurring card payment via Stripe. New business subscribers receive a 30-day free trial — no charge is taken during the trial period. The subscription renews automatically each month after the trial ends unless cancelled. You can cancel at any time from the Business Hub or Membership page; cancellation takes effect at the end of the current billing period.

Business subscribers gain access to the Business Hub, which includes job management tools, secure technician job links, customer conversation management, and job reporting. Businesses can create job links to dispatch technicians to customer sites. Technicians accessing job links do not require a Pool Medic account or subscription.

Businesses can set their availability for remote support and site visits. When available, the business appears on the customer-facing Engineers list. The business subscription includes site visit leads with no per-lead fee — the monthly subscription is the only recurring charge.

Businesses are responsible for the conduct of their technicians and for any work performed on customer sites. Job reports submitted by technicians are the responsibility of the business to review for accuracy.

Businesses can generate secure, token-based job links that grant a technician access to a single job's details (customer name, site address, problem description, photos, and instructions). The link does not require a Pool Medic account and only provides access to that specific job.

Technicians can submit a completion report through the job link, including work completed, water readings, chemicals used, arrival and completion times, and before/after photos. Report data is stored against the job record and visible to the business manager.

Job links can be revoked by the business at any time, which removes access to the job details. Businesses can also edit or delete job records. Businesses must only share job links with technicians they have authorised to attend the customer's site.

All payments are processed securely through Stripe. Pool Medic does not store your full card details. Subscription payments are recurring and will be charged automatically at the start of each billing cycle until cancelled.

Refunds are handled on a case-by-case basis. If you believe you have been charged in error, please contact us. Refunds, where granted, will be returned to the original payment method.

There is no per-lead fee for accepting a site visit. Site visit leads are included with an active Pool Medic Engineer subscription or a Pool Medic Business subscription.

We take your privacy seriously. Your pool data, water readings, maintenance records, and conversation content are stored securely and are only visible to you and, where relevant, the engineer or business you are conversing with.

When you start an engineer conversation, a snapshot of your pool profile, equipment, and latest reading is shared with that engineer. Your full postcode is never stored on or shared via the conversation record — only your general area and the approximate distance to the engineer are recorded.

Customer contact details are only released to an engineer or business after a site visit has been mutually accepted. We do not sell your personal data to third parties.

You may request deletion of your account and associated data at any time by contacting us. Some records may be retained for legal or accounting purposes.

You agree not to:

• Use the Service for any unlawful or fraudulent purpose
• Submit false, misleading, or harmful content in water readings, maintenance logs, conversations, or job reports
• Harass, abuse, or threaten engineers, businesses, customers, or Pool Medic staff
• Attempt to access another user's data without authorisation
• Share or misuse technician job links with unauthorised individuals
• Attempt to circumvent subscription requirements or fair-use limits
• Use the Service to market or promote services unrelated to pool and hot tub care
• Reverse engineer, scrape, or disrupt the Service or its infrastructure

Violations may result in account suspension or termination without notice, and forfeiture of any subscription fees paid.

Engineers and businesses using the Service to receive customer leads or manage jobs agree to:

• Maintain valid qualifications, insurance, and professional registrations relevant to the services offered
• Provide accurate information in their engineer or business profile
• Respond to customer conversations in a timely and professional manner
• Only request site visits where genuinely warranted
• Hold a current Pool Medic Engineer or Pool Medic Business subscription in order to accept site-visit leads
• Ensure technicians dispatched via job links are suitably qualified and authorised
• Not share customer contact details obtained through the Service with third parties
• Keep job links secure and revoke them when no longer needed

The Service, including its design, branding, software, AI models, calculators, and content, is owned by Pool Medic and protected by intellectual property laws. You may not copy, modify, distribute, or create derivative works from the Service without our written permission.

Content you create (pool profiles, readings, maintenance logs, messages, and job reports) remains yours. By using the Service, you grant us a licence to process and display that content as necessary to provide the Service to you and, where relevant, to your chosen engineer or business.

The Service is provided "as is" without warranties of any kind. To the fullest extent permitted by law, Pool Medic shall not be liable for:

• Any advice, work, or service provided by engineers or businesses contacted through the Service
• Damage to property, injury, or loss resulting from actions taken based on AI advice or calculator estimates
• Inaccuracies in water readings, maintenance logs, or job reports entered by users
• Service interruptions, outages, or data loss not caused by our gross negligence
• Indirect, incidental, or consequential damages

Our total liability for any claim arising from the Service shall not exceed the total amount you have paid to Pool Medic in the 12 months preceding the claim.

You may delete your account at any time by contacting us. Upon deletion, your personal data will be removed subject to any legal retention requirements.

We may suspend or terminate your account if you breach these Terms, misuse the Service, or if we reasonably believe your conduct poses a risk to other users or to Pool Medic. Engineers and businesses may have their profiles removed if they fail to meet professional standards or receive valid complaints.

Upon termination, your right to use the Service ends immediately. Any subscription fees paid are non-refundable unless termination was caused by our breach.

We may update these Terms from time to time to reflect changes in the Service, legal requirements, or operational practices. We will notify users of significant changes via the app or by email. Continued use of the Service after changes take effect constitutes acceptance of the updated Terms.

We welcome feedback from all users, including free customers and paid subscribers. You can send thoughts, bug reports, feature suggestions, and recommendations directly to the Pool Medic team through the Feedback page in the app. This feature is available to every user at no cost, regardless of membership tier.

Feedback you submit is treated as non-confidential. We may use, review, and act on your suggestions without obligation to you. Do not include personal data, passwords, or sensitive information in your feedback messages.

These Terms are governed by the laws of England and Wales. Any disputes arising from or relating to these Terms or the Service shall be subject to the exclusive jurisdiction of the courts of England and Wales.

If you have any questions about these Terms, please contact Pool Medic through the app or by emailing support@poolmedic.co.uk. For account-related queries, please include your registered email address.