Terms of business

About these terms

These terms apply when Jon Pennington, a sole trader trading as Hot Tub Repair Man (“we”, “us”, “our”), works on your hot tub or swim spa or gives you a remote consultation. Our address is Beth an May, East Hill, Tuckingmill, Camborne, Cornwall TR14 8NQ.

They cover repairs, servicing, cleans, check-overs and consultations. Using the website itself is covered by our separate website terms, and how we handle your details is in our privacy policy.

When we say “you”, we mean the person who books the work. If you book as a business, for example for a holiday let or a park, see Holiday lets and business customers.

Our prices

Parts are extra. There’s no VAT to add, as we’re not VAT registered. Our current prices are always on our prices page. The price that applies is the one we give you when we confirm your booking.

Booking a visit

• You can ask for a visit by phone, WhatsApp, email or the request form on our website.
• A request isn’t a confirmed booking. We’ll contact you to confirm a date and time. Our agreement with you starts when we confirm it.
• Home visits are within our service area in Mid and West Cornwall, from Bodmin and Newquay to Penzance and everywhere in between. If you’re further away, a remote consultation may help. Commercial and trade jobs further afield are possible, with mileage added to the price we agree with you first.
• Please tell us the make of your tub, what’s wrong and anything we should know before we arrive, and make sure we can get to the tub and its power supply safely.
• If we arrive and can’t get to the tub, there’s no charge for the visit.

Parts and return visits

• Parts are charged on top of our labour.
• If a part has to be ordered, we come back to fit it once it arrives. The return visit is charged as labour only, at £35 an hour, with no second call-out charge.
• We don’t ask for a deposit or any payment before we order a part.

Remote consultations

• A remote consultation is a phone or video call. It costs £35 for the first 30 minutes, which is the minimum. If we need longer, each extra 15 minutes is £8.75, and we’ll only go past 30 minutes if you agree to it on the call.
• You pay for the first 30 minutes when you book, by card.
• Cancel at least 24 hours before your call for a full refund, or rebook and your payment carries over. Cancellations with less than 24 hours’ notice aren’t refunded. [CONFIRM: legal check that this fits the 14-day cancellation right in “Your right to cancel” below]
• If you then book a £75 call-out for the same hot tub within 14 days of your consultation, we’ll take the consultation fee off the call-out.
• A consultation is advice based on what you tell us and show us. It isn’t a site inspection.

Paying

• You can pay by card online (through Stripe), by bank transfer or in cash.
• Payment for a visit is due within 7 days of our invoice.

Changing or cancelling a visit

If you need to change or cancel a confirmed visit, please let us know as soon as you can by phone or email. If we have to rearrange a visit, we’ll contact you as soon as we can to agree a new time.

There’s no charge for cancelling a call-out, even at short notice.

Your right to cancel

If you’re a consumer and you book with us away from our premises, for example at your home, by phone, by email or online, the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 give you the right to cancel within 14 days of our agreement, without giving a reason.

If you want us to start the work within those 14 days, you need to ask us to. You can still cancel before the work is finished, but you’ll pay for the work done up to the time you tell us. Once the work is fully done at your request, you no longer have the right to cancel.

To cancel, email htrm2022@gmail.com or call 01209 808617 with your name, address and the booking you want to cancel. We’ll refund anything you’re owed within 14 days of you telling us, using the same payment method you used, unless we agree otherwise.

Our guarantee

Our work comes with a 12-month guarantee. It covers our labour and the parts we fit, on hot tubs and swim spas, including tubs at holiday lets.

The 12 months start on the date of the job. The guarantee doesn’t cover misuse, wear and tear, or work done by anyone else.

If something we’ve done or fitted goes wrong, contact us by email at htrm2022@gmail.com or by phone on 01209 808617.

The guarantee is on top of your legal rights, not instead of them.

Your legal rights

If you’re a consumer, the Consumer Rights Act 2015 says we must carry out our work with reasonable care and skill, and any parts we supply must be as described, fit for purpose and of satisfactory quality. If our work isn’t done with reasonable care and skill, you can ask us to put it right, and if we can’t, you may be entitled to some money back.

For more information, contact Citizens Advice. Nothing in these terms affects your legal rights.

Our responsibility to you

We carry £2m public liability insurance.

If we break these terms, we’re responsible for loss or damage you suffer that’s a foreseeable result of that, or of our failing to use reasonable care and skill. We’re not responsible for loss or damage that isn’t foreseeable.

We’re not responsible for faults we didn’t cause, for example existing faults, wear and tear or damage from how the tub is used, or for a fault that comes back because advice we gave wasn’t followed.

If you’re a consumer, we only supply our services for domestic and private use, and we’re not responsible to you for any loss of profit, loss of business or business interruption.

Nothing in these terms limits or excludes our liability for death or personal injury caused by our negligence, for fraud, or for anything else the law doesn’t allow us to limit. [CONFIRM: legal check of this section]

Holiday lets and business customers

If you book as a business, for example a holiday-let owner, manager or park, our prices, booking, parts, paying and guarantee sections apply in the same way. “Your right to cancel” and “Your legal rights” apply only to consumers.

If paying guests use your tub, you remain the duty holder for running it safely. Our servicing helps with that, but it doesn’t replace your own responsibilities. See our HSG282 guide.

[CONFIRM: any limit on our liability to business customers, with a legal check]

Your personal information

We use your details to arrange and carry out your job, as set out in our privacy policy.

If something isn’t right

Please tell us first, by email at htrm2022@gmail.com or by phone on 01209 808617, and we’ll do our best to sort it out.

Governing law

These terms are governed by the law of England and Wales. Any dispute about them will be dealt with by the courts of England and Wales. If you live in Scotland or Northern Ireland, you can also bring proceedings in your local courts.

Contact us

Hot Tub Repair Man (Jon Pennington, sole trader)
Beth an May, East Hill, Tuckingmill, Camborne, Cornwall TR14 8NQ
Email: htrm2022@gmail.com
Phone: 01209 808617