Agreement and eligibility

These terms govern the Orca website, portals, and applications. Your accepted quote or service agreement governs the physical pool service and controls if it conflicts with these general terms. A quote, service authorization, or recurring-payment consent becomes binding only after the authorized customer sees and affirmatively accepts the applicable scope, pricing, chemical policy, start timing, cancellation terms, and payment method. Merely viewing a quote or creating an account does not start service or authorize a charge.

You must be at least 18 and authorized to act for the service account or organization. Each household contact should use a separately invited identity rather than shared credentials. The primary customer may request access for another adult contact; Orca may verify that request before granting access.

Scheduling, access, and customer responsibilities

Provide safe, lawful, and reasonably clear access to the pool and accessible equipment, and keep contact, gate, pet, hazard, and equipment information current. The scheduled day or service window is an operating plan, not a guarantee of an exact arrival time unless Orca expressly agrees otherwise. Weather, holidays, unsafe access, equipment conditions, water conditions, route events, and events outside reasonable control may affect timing or service.

A portal selection labeled “Request to skip this visit” is a request, not an automatic cancellation or promise to reschedule. Orca will confirm whether it is accepted. A customer-requested one-time skip does not reduce recurring monthly billing unless the accepted service agreement expressly says otherwise.

Service records, estimates, and added work

Orca documents completed work, readings, treatments, photos, access problems, and conditions observed during service. Readings and app indicators support pool-service decisions but are not laboratory, engineering, medical, or safety certifications. Work outside the accepted recurring scope may require a separate estimate or approval. An attention item, recommendation, or estimate is not authorization to perform or charge for added work unless the customer approves it or the service agreement already authorizes it.

Billing, payment, and duplicate protection

Your billing page shows itemized charges, payments received, balance, due date, payment status, and receipts. A secure payment link opens only the invoice named by that link and can expire or be revoked. A payment is complete only after the payment processor confirms it. Orca uses the processor’s transaction identifiers and its own payment records to prevent an already-paid invoice from being paid again through Orca. If two payment attempts are made before provider confirmation arrives, contact billing support so both records can be reviewed.

You may separately authorize recurring monthly charges to a preferred card or bank account securely stored by the payment processor. Any recurring authorization, late fee, returned-payment fee, or other charge applies only as disclosed in the accepted service agreement or payment authorization and as permitted by law. You may withdraw a recurring payment authorization prospectively through the available account control or by contacting billing support; withdrawal does not cancel amounts already due or, by itself, cancel pool service.

Accounts, messages, and notifications

Keep account information and sign-in methods accurate and secure. Service, safety, account, and billing messages may be necessary to provide requested service. Optional promotional consent is separate. Notification delivery can be delayed by carriers, email providers, device settings, or connectivity; the portal remains the authoritative source for the current account record.

Photos, notes, and account roles

Service photos and customer-facing visit notes may be shared with authorized contacts for the serviced property. Internal operational, safety, personnel, and account notes remain restricted to permitted Orca users. A customer message may be converted into a one-visit note when relevant to that visit. A proposed permanent property note is reviewed before it changes the saved account record.

Third-party services

Orca uses providers for functions such as authentication, hosting, maps, messaging, payments, accounting, and app distribution. Their services may have separate terms and privacy notices. Orca is responsible for its own service and provider configuration, but is not responsible for an independent provider outage or a customer’s separate agreement with that provider. Payment disputes and refunds remain subject to the accepted service agreement, applicable law, and the payment network’s processes.

Limited app license and acceptable use

Orca grants authorized users a limited, revocable, nonexclusive, nontransferable license to use the app for its intended service and employment functions. Do not access another person’s account, bypass security or role controls, interfere with service, upload unlawful or malicious material, scrape or resell account data, copy protected app content except as law permits, or use the app to harm people, property, Orca, or another user.

Availability and responsibility

Orca works to keep the apps and service records reliable, including protections for offline field work, but no networked service is guaranteed to be uninterrupted or error-free. Do not use the app as the sole means to report an immediate danger. To the fullest extent permitted by law, Orca is not responsible for losses caused solely by a customer’s inaccurate instructions, unsafe access, unauthorized credential sharing, misuse of the app, or events outside Orca’s reasonable control. Nothing in these terms excludes a warranty, remedy, liability, or consumer right that cannot lawfully be excluded.

Suspension, cancellation, and account deletion

Orca may restrict app access or pause service when reasonably needed for safety, nonpayment, suspected unauthorized access, legal compliance, or a material breach. Service cancellation follows the accepted service agreement. Deleting app access is not the same as canceling pool service or resolving an unpaid balance. Account deletion can be requested through the app or the account deletion page; records that must be retained for legal, accounting, safety, dispute, or security purposes may be restricted rather than immediately erased.

Changes and governing law

The published version and effective date appear at the top of these terms. We may update them as the service or law changes and will give additional notice of material changes when required. California law governs these terms, without overriding nonwaivable rights. Unless an accepted service agreement or applicable law requires another forum, disputes relating to Orca service will be handled in a court with jurisdiction in San Diego County, California.

Questions and support

Billing questions may be sent to [email protected]. Service and account questions may be sent to [email protected]. Suspected unauthorized access or a lost work device should be reported promptly. Do not email passwords, full payment-card numbers, Social Security numbers, or identity documents.