Care Plan Terms & Conditions

1. The plans

We offer three subscription care plans, billed monthly or annually:

• The Check-Up — priority booking, member discounts (15% off call-outs, repairs and labour; 10% off filters, chemicals and consumables), remote diagnostics by photo or video where the fault can be assessed that way, an annual service reminder, and access to our members' priority line. The Check-Up does not include any scheduled visit to your tub; all on-site work is charged at member rates.
• The Full Service — everything in Essential, plus one full annual service (our 26-point service), 20% off repairs and labour, free remote diagnostics, priority emergency response and a chemical starter pack.
• The Long Run — everything in Complete, plus a mid-year spa refresh, labour included on repairs across up to two covered visits per plan year with the call-out fee waived, a £75 per plan year contribution towards parts, priority emergency response, and priority emergency response.

Plan features, inclusions and prices are those published on our care plans page at the time you subscribe. We may vary features or pricing for future renewals on 30 days' notice.

2. Onboarding inspection

What member discounts apply to

Member discounts apply to work we carry out ourselves and the goods we fit or supply as part of that work. That means call-out fees, labour, servicing, repairs, the replacement parts we fit, filters, chemicals and consumables.

Member discounts do not apply to:

• New hot tubs, swim spas and air-source heat pumps, whether supplied alone or supplied and fitted;
• Covers, cover lifters, steps, handrails, surrounds and similar accessories;
• Work carried out by third parties on your behalf, including electrical installation, crane or access equipment hire, groundworks and waste removal;
• Travel surcharges, delivery and carriage charges, which are charged at cost;
• The £49 onboarding inspection.

Remote diagnostics are offered where a fault can reasonably be assessed from photographs, video or a description. Many faults cannot be, and an engineer visit is required; where that is the case the call-out and any resulting work are charged at your member rate rather than free of charge.

A care plan is a maintenance and servicing arrangement for a hot tub in working order. It is not insurance and it is not a warranty. It does not cover replacement of the hot tub itself, or of its shell, cabinet or frame, nor damage arising from neglect, freezing, incorrect chemical use, misuse or accident. Such work remains chargeable, at your member rate where a discount applies.

All plans begin with a one-off onboarding inspection, charged at £49, carried out before your cover starts. This confirms your hot tub is in sound working order and lets us record its condition. Cover, discounts and included work do not apply until this inspection is completed and passed.

3. Payments, minimum term and included work

• Plans run for a minimum term of 12 months from your start date, after which they continue on a rolling monthly basis until cancelled with 30 days' notice.
• Payments are taken monthly (or annually) in advance by the payment method you provide.
• Included services and refreshes require a minimum of three monthly payments to have cleared before they can be booked, and are scheduled by mutual arrangement, subject to the access conditions in section 5.
• Included services and refreshes are allocated per plan year and do not roll over or carry forward if unused. They have no cash value and are non-transferable.

4. If you cancel or miss payments

• If you cancel within the 12-month minimum term after an included service or refresh has been carried out, the discounted value of the work already received becomes payable immediately, calculated as our standard price for that work less the plan payments made to date.
• If a payment fails or the plan lapses, cover and discounts are suspended until payments are brought up to date. Work carried out while a plan is in arrears may be invoiced at standard rates.
• We may suspend or cancel a plan, giving reasons, where payments are persistently missed or where terms are breached.

5. Access, water and site conditions

To carry out any service, refresh, diagnostic visit or repair, the following must be met on the day:

• The hot tub must be filled with water and heated to at least 38°C so internal components can be flushed and tested (unless we've agreed the visit is for an empty tub).
• Safe, clear access to the hot tub and to its power supply (RCD) must be available.
• Someone aged 18 or over must be present where required.

Wasted visits caused by these conditions not being met, or by no access being provided, may be chargeable and do not count as a used inclusion.

6. What is not covered

Care plans are maintenance and support plans, not insurance. The following are excluded from all included work and any parts or labour cover:

• Pre-existing faults, and any fault present or developing before your cover start date or before the onboarding inspection.
• Accidental damage, misuse, neglect, freezing, chemical damage, storm, flood, fire or damage caused by third parties or unauthorised repairs.
• Cosmetic items and wear-and-tear parts including (without limitation) covers, cover clips, headrests, filters, pillows, jets' cosmetic trims, LED bulbs and shells/acrylic.
• Consumables and chemicals, except where a plan expressly includes them.
• Faults on hot tubs that have not passed the onboarding inspection, or that have been worked on by others since.
• Commercial, holiday-let or rental hot tubs, unless a commercial plan has been agreed separately in writing.

7. Parts and labour cover (The Long Run)

• The Long Run includes reasonable labour to diagnose and repair eligible faults across up to two covered visits per plan year, each covering up to one hour of on-site labour. Additional visits, and labour beyond that hour, are charged at member rates.
• Covered repair visits and the parts contribution apply to faults arising from normal domestic use of a tub maintained in line with the water-care and winter guidance we provide. Damage caused by neglect, incorrect chemical use, freezing of an unmanaged or drained tub, third-party work, or accidental damage is not covered and is charged at member rates.
• We contribute up to £75 per plan year towards parts for eligible faults. Once that contribution is used, further parts are supplied at our standard parts prices with a 20% member discount applied. Parts prices are set by us and may vary by availability and supplier.
• Where a repair would exceed the cover, we will quote before proceeding and you can decide whether to go ahead.
• Cover applies to the specific hot tub registered to the plan, for domestic use, within 40 miles of Holton-Le-Clay (covering Grimsby, Cleethorpes, Louth, Market Rasen, Lincoln and surrounding areas). Locations beyond that radius are by prior agreement only and may carry a mileage charge, agreed in advance.

8. Discounts

Member discounts apply to our standard published rates and cannot be combined with other offers, promotions or quoted fixed prices unless we agree otherwise. Discounts apply only while the plan is active and payments are up to date.

9. Fair use

Plans are provided in good faith for normal domestic maintenance and occasional faults. We reserve the right to review, decline or withdraw cover where usage is inconsistent with normal domestic use, where a hot tub is beyond economical repair, or where continued cover would be unreasonable. In such cases we will give notice and, where appropriate, a pro-rata refund of payments made in advance for work not yet received.

10. Liability

Nothing in these terms limits our liability for death or personal injury caused by negligence, or for anything that cannot be excluded by law. Otherwise our liability in connection with a care plan is limited to the value of the plan payments you have made in the then-current plan year. We are not liable for loss of use, inconvenience, or consequential loss.

11. Changes and cancellation by us

We may amend these terms or plan features on 30 days' notice, which will take effect at your next renewal. If a change materially reduces your cover you may cancel without the early-cancellation charge in section 4. We may withdraw a plan entirely on reasonable notice, refunding any advance payments for work not yet received.

12. Contact

TopTubs Lincolnshire Ltd, 13 Osbourne Drive, Holton-Le-Clay, North East Lincolnshire, DN36 5DP. Telephone 01472 400673, email enquiries@toptubslincolnshire.co.uk.