Pro Support Membership Terms

About these terms

These terms apply to Hot Tub Helpline Pro Tech Support memberships for technicians and service companies, and they apply in addition to our Terms of Service. If the two conflict, these terms control for memberships.

Who we are

These terms are an agreement between the member company and Hot Tub Helpline, a service of Bradley Construction Group, Inc. ("Hot Tub Helpline," "we," "us," or "our").

Plans

• Solo Tech, $298/mo: 5 included calls per billing month, 1 named technician.
• Crew, $598/mo: 15 included calls per billing month, up to 3 named technicians, sharing the plan's included calls.
• Shop, $998/mo: 40 included calls per billing month, any number of technicians who work for the member company, sharing the plan's included calls, priority queue and after-hours support.

Each member call is one-way video (your tech shares the phone camera and microphone; our tech joins by voice only) and lasts up to 30 minutes. No call runs longer than 30 minutes; when the time is up, the call ends, and continuing requires a new call. Pro Support is sold by monthly membership only; there are no single or pay-per-call Pro calls.

Starting a member call

Each tech seat gets its own permanent member link (and an 8-character member code that can be entered at hottubhelpline.com/pro), emailed to the account contact when the membership starts. To start a call, the tech opens the link during Pro Tech Support hours and taps Request a call; the next available tech joins the video call. Member calls are on demand during hours, not booked in advance. Links are tied to the seat they were issued to; when a seat is swapped or removed, its link stops working.

What counts as a call

A member call counts toward your plan's included calls once our tech and your tech are connected, no matter how short the call is. A request that never connects (for example, it is cancelled or nobody joins) doesn't count. If a call drops and your tech requests a new call within 10 minutes after it ends, the new call is treated as part of the same call and doesn't count again. We may, at our discretion, choose not to count a call (for example, if a problem on our end cut it short).

Billing & automatic renewal

Memberships are billed monthly in advance through Square, starting on the day you sign up and on the same day each month after that. Your membership renews automatically every month, and Square charges the payment method on file, until you cancel. By signing up you authorize these recurring charges. Before you join, the price, the monthly automatic renewal, and how to cancel are shown next to every Join button. After you join, we email you a confirmation with these terms and how to cancel.

Included calls do not roll over

Included calls reset at the start of each billing month. Unused calls do not roll over, cannot be transferred, and have no cash value.

Extra calls

After a plan's included calls are used up in a billing month, additional member calls are $39 each, up to 30 minutes per call, on every plan. Before an extra call starts, the member link shows the $39 charge and your tech must confirm it. Extra calls are charged automatically to the card on file in Square after the call (typically within about a day). If the card can't be charged, we email a secure Square payment link instead. Signing up for a membership authorizes these charges, and we email you a receipt each time.

Cancel anytime

You can cancel at any time by emailing [email protected] or by replying to any membership email. We confirm your cancellation by email within 1 business day. Cancellation takes effect at the end of your current billing month, and you keep your remaining included calls until then. We do not give prorated refunds or credits for partial months, unused calls, or unused time.

Failed payments

If a payment fails, you have a 7-day grace period to pay it. Member calls are paused until the balance is paid. If it's still unpaid after 7 days, the membership is cancelled.

Price changes

We may change membership or extra-call prices with at least 30 days' notice by email. The new price applies from your first billing date after the notice period. If you don't want to pay the new price, you can cancel before then.

Tech seats & account use

Each plan covers only the technicians listed for it: Solo Tech, 1 named technician; Crew, up to 3 named technicians, sharing the plan's included calls; Shop, any number of technicians who work for the member company, sharing the plan's included calls. Techs must work for the member company. Member links and logins may not be shared with anyone outside the plan's seats or outside the member company. We may pause or end a membership that is shared or misused.

Priority & after-hours support

Priority queue and after-hours support are included only with the Shop plan. Priority means Shop members are connected ahead of other callers when a tech is available; it is not a guaranteed response or connect time. Regular Pro Tech Support hours are Mon–Sat 8am–8pm ET. After-hours support for Shop members is available Mon–Sat 8pm–10pm ET and Sun 9am–5pm ET.

Remote guidance only; no guarantees

Pro Tech Support is remote guidance by voice, based only on what you show us on camera and tell us. We do not perform on-site work, inspections, or repairs. The service is provided as is: we do not guarantee any diagnosis, fix, part identification, first-visit completion, or other outcome, and a call that does not solve the problem is still a used call.

Your responsibility for the work

The member company and its technicians remain solely responsible for all work they perform and decide to perform, for following manufacturer installation and service instructions, for compliance with all applicable codes, permits, and laws, and for job-site safety. Electrical work must be performed only by persons qualified and licensed as required where the work is done. Our guidance does not replace your own training and professional judgment.

We can end unsafe calls

We may decline or end any call at any time if we believe the situation is unsafe (for example an electrical hazard, signs of burning or arcing, or someone in the water while the equipment is open), if the work appears to be beyond the caller's qualifications, or if the caller is abusive. If there are signs of burning, arcing or an electrical fault, stop work, switch the power off at the disconnect or breaker if it is safe to do so, and call 911 if there is fire or injury. A call we end for safety reasons counts as a used call.

Audio recording, transcripts & snapshots

The audio of our calls (your voice and the tech's) may be recorded and transcribed to provide support, follow up on your call, and for quality, training and improving our service. We don't record the video itself. During the call, our tech may save still photos (snapshots) from your camera, for example of a model label or part, and follow up with next steps or a parts quote. Photos, files and messages you send in the call chat are saved with the call. You'll be told before a recorded call starts, and joining it means you agree. We keep audio recordings, transcripts, snapshots and chat private, don't sell them, and delete them within 12 months or sooner if you ask.

Limitation of liability

To the fullest extent the law allows, Hot Tub Helpline and Bradley Construction Group, Inc. are not liable for any indirect, incidental, special or consequential damages, including property damage, personal injury, or lost time or money, that come from using our calls, guidance, parts or website, or from any work you or anyone else performs. Our total liability for any claim is limited to the amount you paid us for the call or part the claim is about. For Pro Support members, it's limited to the membership fees paid in the 3 months before the claim. Some states don't allow certain limits, so parts of this section may not apply to you.

Governing law

These Terms are governed by the laws of the State of New York. Any dispute will be handled in the state or federal courts located in Suffolk County, New York. This does not take away any consumer-protection rights you have under the laws of your own state.

Changes to these terms

We may update these terms. Material changes will be emailed to the account contact before they take effect.

Contact

Questions about your membership: [email protected]