Terms of Service

Who we are

These Terms of Service are an agreement between you and Hot Tub Helpline, a service of Bradley Construction Group, Inc. ("Hot Tub Helpline," "we," "us," or "our"). By booking a call or using this website, you agree to these Terms.

Informational guidance

Video calls provide remote guidance only and are not a substitute for an on-site inspection or repair by a qualified, licensed technician. You are responsible for deciding whether to perform any work.

Electrical safety

Switch the hot tub off at its GFCI or breaker if you can do it safely, and keep everyone out of the water. Never open the equipment bay with the power on, and leave wiring to a licensed electrician. If there's fire or someone is hurt, call 911. A video call is never a substitute for emergency service.

Bookings & payments

Every homeowner call is prepaid in full through Square when you book. Call lengths: Quick Fix ($49) up to 15 minutes; Full Diagnostic ($89) up to 30 minutes; Priority Fix ($139) up to 30 minutes. No call runs longer than 30 minutes; when the time is up, the call ends. You're paying for expert time; results depend on the equipment. Priority scheduling means we connect you with the next available tech; it is not a guaranteed response time.

The Hot Tub Helpline Promise

If your call doesn't leave you with a clear next step, whether that's a fix, a diagnosis, or the part or pro you need, email [email protected] within 7 days and we'll refund your call fee. No hoops. And if a part we sold you doesn't fix the problem, your follow-up call is half price.

Limits: the refund covers one call per household per issue, and it doesn't apply when the call can't happen on the customer's end (for example, no camera access or no connection after we've tried). This Promise applies to homeowner video calls. Pro Support memberships are covered by the Pro Support Membership Terms.

What we don't guarantee

Apart from the Promise above, calls are provided as is. We don't guarantee that a problem can be fixed remotely or at all, or any particular diagnosis, repair, part fit, or outcome. Parts carry the manufacturer's warranty only (see Parts below).

Cancellations & no-shows

To cancel or reschedule, email [email protected]. Cancel at least 24 hours before your call for a full refund. You can reschedule for free up to 2 hours before your call. If you cancel less than 24 hours ahead, don't show up, or join more than 10 minutes late, the call counts as used and isn't refunded.

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.

Pro Support memberships

Memberships for technicians and service companies are covered by the separate Pro Support Membership Terms, which apply in addition to these Terms.

Independent contractors

Contractors in our network are independent businesses, not employees or agents of Hot Tub Helpline. They set their own prices and terms, and any agreement for work is between you and the contractor. We don't perform, supervise or guarantee their work, and we aren't responsible for their work, prices, delays, damage or any dispute between you and them. Please check any contractor's license, insurance and references yourself before hiring them.

Parts

Part requests are quoted by email. We confirm fitment and price with you before you pay, and nothing is ordered until you approve the quote. We offer multiple shipping options depending on the part's availability (in stock, back order or special order), and the options and timing are shown on your quote. Parts ship once you approve your quote and pay. Because every part is sourced to your specific model, returns are reviewed case by case. Contact us before sending anything back. Electrical parts (control packs, boards, heaters) and special-order items can't be returned once ordered. Parts carry the manufacturer's warranty only.

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.