Terms of Service

This agreement is between Tremor Consulting LLC, doing business as Poolhand (“Poolhand”, “we”, “us”) and the pool-service company that creates an account (“you”, “your company”). Individual people who sign in — owners, managers and technicians — do so on your company’s behalf and under its account.

We provide Poolhand as a hosted service: a web portal for owners and managers, and a mobile app for technicians that works offline and syncs when a connection returns. We may improve, change or retire individual features. If we retire a feature, you will hear about it before it goes.

We do not promise uninterrupted service. We do commit to keeping your data intact and retrievable — see section 7.

Your account has three kinds of user: owner and manager (who plan routes, manage clients and see reports), and technician (who runs routes and logs visits). What each role can do is enforced on our servers. Our own staff hold a separate platform administrator role, which is not a user of your account.

• You are responsible for who you invite and for keeping sign-in credentials private. Passwords are stored only as a one-way hash — we cannot read yours, and we will never ask for it.
• Tell us promptly if you believe an account has been compromised, at support@poolhandhq.com.
• Accounts are for individual people, not shared across a crew.
• You must be 18 or older to hold an account. The service is not directed at children.

Don’t use Poolhand to:

• break the law, or store data you have no right to store;
• attempt to reach another company’s data, probe our isolation between accounts, or interfere with the service for anyone else;
• resell or white-label the service without a written agreement with us;
• send anything through our systems that you would not want attached to your own company name.

We may suspend an account that is actively harming the service or another customer. Where we can tell you first, we will.

Pricing:

• $49 per month, which includes 2 seats.
• $25 per month for each additional seat beyond the included 2.
• A seat becomes billable when that person first signs in — not when you invite them. An invitation that is never accepted never costs anything.
• Additional seats are counted at the highest number of active users during the billing period — a high-water mark, not a count of who happens to be signed in at once. Deactivating someone lowers future periods, not the one already running.
• Additional-seat charges are billed in arrears — they appear on the following invoice, or on a final invoice when your subscription ends, once the period they cover has actually happened.
• Free trial: 14 days, no card required. Add a payment method during the trial and it extends to 21 days in total, once, automatically — measured from the day your trial started, not from the day you add the card. Nothing is charged until the trial ends. A trial account may hold up to 5 active users. Activating a 6th is refused until a payment method is added — a hard limit, not a prompt you can dismiss.

Payments are processed by Stripe. Card details go directly to Stripe and are never transmitted to or stored on our servers. Subscriptions renew monthly until cancelled. Fees are exclusive of any applicable taxes.

• If a payment fails, we retry it and you are told. If it stays unresolved, service reports to your clients are paused, and paused reports may never be sent.
• If payment is not resolved, your subscription is cancelled and the account becomes read-only. Everyone can still sign in and see everything, but records can no longer be created or changed, and no service reports are sent. Work logged on a technician’s phone stays on the phone and syncs once the account is paid up.
• Export and payment stay open while the account is read-only.
• After cancellation we keep your data for 30 days and delete it within 90 days — see section 7.

Your business records are yours. Your client list, pool records, visit history, readings, notes and photographs belong to your company. We hold them to provide the service. We do not sell them, we do not use them to advertise, and we do not use one company’s data to build anything for anyone else.

What you can take with you:

• Visit history export. Owners and managers can export visit history as a CSV file from the Reports page — dates, pools, clients, technician, notes, readings and doses. This works while the account is read-only.
• Client list export. Owners and managers can export your clients as a CSV file from the Customers page, either everyone or only the clients you are currently servicing.
• Download everything. An owner can download a single ZIP file from the Billing page containing your clients, pools, visits, water readings, chemical doses and a photo list, as plain CSV files with a README that explains them. Photographs are included as download links that work for one hour rather than as image files, and route and schedule definitions are not in the file — for those, or for a copy after the links expire, use the request route below. Very large accounts may exceed the file’s limits; ask us and we will send the rest.
• A complete copy on request. Ask us at support@poolhandhq.com and we will provide a full machine-readable copy of your account’s data, including client and pool records and your photographs, within 30 days and at no charge.

After termination. We keep your data for 30 days after an account ends so you can still export it or change your mind, and we delete it within 90 days. Encrypted backups may retain copies for up to a further 7 days before rotating out. You can ask us to delete sooner.

Technicians can attach before/after photographs to a visit. These are pictures of your clients’ private property, and they are stored privately — never publicly addressable, and reachable only through short-lived links issued to signed-in users of your account.

One exception, which you create yourself: the full export in section 7 includes download links for your photographs that work for one hour from the moment you generate the file. Anyone holding that file within the hour can open them. Treat it like the photographs themselves.

If you switch service reports on, photographs also leave by a second route: up to four from a visit are attached to the report emailed to that client, and are therefore delivered to their mailbox through our email provider. That is a choice you make per company, and it is off until you turn it on. Only photographs saved as customer photos can ever be sent this way — anything a technician marks as a manager photo stays inside your account and cannot reach a report.

You warrant that you have the right to take and store these photographs, and — where you enable service reports — to send them to the client whose property they show, and that doing so is consistent with your agreement with the property owner. You are responsible for what your technicians photograph and for choosing to email it.

Our thresholds, ranges, dose suggestions and “needs attention” flags are configurable conveniences computed from what your technicians enter. They can be wrong because an entry was wrong, because a configured range does not suit a particular pool, or because a phone was offline. Do not rely on them as the basis for a safety decision.

You remain solely responsible for compliance with health, safety and licensing rules that apply to pool service in your jurisdiction, for the competence of your technicians, and for the accuracy of what is recorded.

The service is provided “as is” and “as available”. To the fullest extent the law allows, we disclaim implied warranties of merchantability, fitness for a particular purpose, and non-infringement. We do not warrant that the service will be uninterrupted or error-free, or that any calculation, alert or report is accurate for a given pool.

To the fullest extent the law allows, neither party is liable for indirect, incidental, special, consequential or punitive damages, or for lost profits, revenue or data, even if advised such damages were possible.

Our total liability arising out of or relating to this agreement is capped at the fees you paid us in the twelve months before the event giving rise to the claim.

Nothing here excludes liability that cannot lawfully be excluded — including fraud, or death or personal injury caused by negligence.

You may cancel at any time, from the billing page, without calling anyone. Cancellation takes effect at the end of the period you have paid for; the account then becomes read-only rather than vanishing, so you can still export.

We may terminate for material breach of these terms — including non-payment or a breach of section 4 — after giving you notice and a reasonable chance to fix it, unless the breach is one where waiting would cause harm.

We may update these terms. If a change materially affects your rights or obligations, we will give you at least 30 days’ notice by email to the account owner and by notice in the app before it takes effect. Continuing to use the service after that means you accept the updated terms; if you do not, you may cancel and export your data.

Every version carries the version number and effective date shown at the top of this page.

This agreement is governed by the laws of Nevada, United States, without regard to its conflict-of-laws rules. The courts located there have exclusive jurisdiction over any dispute, and both parties consent to that jurisdiction.

Before filing anything, please contact us at support@poolhandhq.com. Nearly everything is faster to fix than to litigate.

Tremor Consulting LLC — support@poolhandhq.com. For privacy questions specifically, see the Privacy Policy. For accessibility, see the Accessibility Statement.

Address for legal notices to Poolhand: 732 S 6th St Ste R, Las Vegas, NV 89101.