Our Service Terms and Policies

Thank you for choosing North Shore Waterscapes for your water gardening needs. In order to schedule your service, we must receive an accepted Service Agreement estimate entailing all service(s) desired for the calendar season. By accepting and scheduling service, the Client (“CLIENT”) agrees to the following terms and policies governing all services provided by North Shore Waterscapes LLC (“NORTH SHORE WATERSCAPES”) for the applicable service season:

  • PARTIES AND TERM OF SERVICE This agreement shall be valid between North Shore Waterscapes LLC. (“NORTH SHORE WATERSCAPES”) and the undersigned client (“CLIENT”) upon endorsement through the calendar season of issue.

  • CLIENT OBLIGATIONS in order for NORTH SHORE WATERSCAPES to provide service, the CLIENT is responsible for fulfilling the following obligations prior to arrival:

i.             Access to the property and the water garden area (“WORKING AREA”) must be clear and unobstructed during normal business hours.

ii.            Availability of at least one (1) active water faucet with an ample and reliable water supply within 50’ of the WORKING AREA.

iii.          Availability of at least one (1) 15A working GFCI-protected outlet within 50’ of the WORKING AREA.

iv.           Access to the WORKING AREA during the time of service is limited to NORTH SHORE WATERSCAPES technicians. Pets and small children must be kept away from the WORKING AREA.

v.            Safety obstructions within or surrounding the WORKING AREA including but not limited to pet waste, venomous insects and/or their nests, poison ivy, etc. must be addressed BEFORE arrival. NORTH SHORE WATERSCAPES reserves the right to refuse or discontinue service if conditions are deemed unsafe or unsuitable.

*** IF UPON ARRIVAL WE ARE UNABLE TO PROVIDE THE SERVICES AGREED UPON DUE TO ANY OF THESE OBLIGATIONS BEING UNFULFILLED, YOUR WATER GARDEN WILL NOT BE SERVICED. A $250.00 SERVICE CHARGE WILL BE APPLIED TO YOUR ACCOUNT, AND WE WILL RESCHEDULE THE SERVICE TO A LATER DATE FOLLOWING FULFILLMENT OF THESE OBLIGATIONS***

  • CANCELLATION POLICY This agreement shall be valid through the indicated term of service unless NORTH SHORE WATERSCAPES are notified of termination of service in writing. Written notice of service termination must be provided a minimum of 60 days in advance or a cancellation fee of $250.00 will be assessed to release the CLIENT from the agreement. Visits must be rescheduled at least 48 hours in advance or a $95.00 rescheduling fee will apply. This service agreement may be revoked and terminated by NORTH SHORE WATERSCAPES if the agreement cannot be fulfilled due to force majeure, or if the terms and conditions herein are not met.

  • SERVICE VARIABILITY Service scope and cost are based on average conditions. Additional labor or materials may be required due to site conditions including, but not limited to, excessive debris, algae, plant overgrowth, water quality issues, or system deficiencies..

  • ACCESSIBILITY The CLIENT must maintain a reliable contact method on file. If additional work is required during service and the CLIENT is unreachable, additional charges may apply for return visits.

  • SCHEDULING Upon approval of a service quote, an estimated service date will be assigned within the Client Portal within approximately seventy-two (72) hours. Estimated scheduling dates are provided for planning purposes only and do not constitute guaranteed appointment dates. All dates displayed within the Client Portal prior to confirmation remain subject to change without notice.

    The CLIENT assumes responsibility for regularly reviewing the Client Portal for scheduling updates and communicating any scheduling conflicts promptly, but no later than one (1) week prior to the estimated service date. Failure by the CLIENT to communicate scheduling conflicts within the required timeframe does not obligate NORTH SHORE WATERSCAPES to reschedule service without additional charges or delay.

    NORTH SHORE WATERSCAPES will contact the CLIENT at the end of the calendar week preceding the estimated service date to confirm the scheduled service date and review all applicable pre-service requirements. At that time, the appointment date reflected within the Client Portal shall be considered firm. Appointment confirmations may be communicated by email, telephone, text message, and/or Client Portal notification.

    Services are scheduled solely at the discretion of NORTH SHORE WATERSCAPES based upon route density, service type, staffing, geographic efficiency, and operational conditions. All services operate on a floating route-based schedule, and precise arrival times are not provided under normal scheduling conditions. The CLIENT acknowledges that arrival times may vary due to weather, traffic, prior service conditions, route adjustments, emergency service needs, staffing limitations, site conditions, or other operational factors beyond the control of NORTH SHORE WATERSCAPES.

    Should the CLIENT require a guaranteed service date and/or specific arrival time, a non-refundable scheduling fee of $250.00 shall apply in addition to the service cost.

    Any cancellation or rescheduling of a confirmed appointment must be communicated no less than forty-eight (48) hours prior to the confirmed service date. Failure to provide notice consistent with this policy will result in a $250.00 cancellation fee. NORTH SHORE WATERSCAPES further reserves the right to retain any deposits associated with appointments not cancelled in accordance with this policy.

    If the CLIENT, property conditions, or site accessibility prevent service from being completed upon arrival, the visit may be treated as a late cancellation and subject to applicable fees. Same-day scheduling changes requested by the CLIENT may not be accommodated.

  • AD-HOC SERVICES Any minor services or repairs in excess of agreement which are requested during a regularly scheduled service (“AD-HOC SERVICES”) shall be provided at a rate of $125.00 per technician hour plus any materials used. A $250.00 minimum service charge will apply for all service visits specific to AD-HOC SERVICES unless otherwise indicated.

  • ADVANCED REPAIRS In the event advanced unforeseen issues are uncovered during a normally scheduled service and immediate repair is needed, the CLIENT will be required to authorize a work change-order before the repair any services may commence. Any strictly necessary repairs whose estimated cost is $95.00 or less may be performed without prior authorization.

  • REPLACEMENT PARTS AND MATERIAL SUPPLIES Any replacement parts or supplies requested or required as part of service entail a materials charge in addition to the service fee unless specifically excluded. Service vehicles are stocked with a comprehensive supply of common parts and supplies, however; this supply is not guaranteed to be exhaustive. If a replacement part or supplies are required and are stocked at the time of service, they will be provided and installed at no additional labor charge, unless AD-HOC SERVICES are required for their installation. Specialty parts, special-ordered items, or any other part/good not in stock on the service vehicle at the time of service will require an additional service fee to return and deliver and install. Any material supplies provided by the CLIENT are subject to approval and an additional installation fee. NORTH SHORE WATERSCAPES does not guarantee compatibility or performance of Client-supplied materials and assumes no liability for their use.

  • AQUATIC LIFE The safety of the CLIENT’S fish and other aquatic life is paramount when servicing the water garden. NORTH SHORE WATERSCAPES has many years of experience caring for and handling aquatic life; however, makes no claim or guarantee on their health during or after service. NORTH SHORE WATERSCAPES assumes no responsibility and shall not be held liable for loss or degradation of aquatic life.

  • BARE LINER PONDS In order to preserve liner integrity and the established biofilm, all washing of unprotected (exposed) bare liner membrane ponds during Spring Pond Cleaning services is limited to light pressure cleaning unless otherwise requested. NORTH SHORE WATERSCAPES shall not be held liable for any issues resulting from pressure washing the liner membrane at the CLIENT’s direction.

  • WATER GARDEN REFILLING Water features drained during service will be refilled to a level sufficient for safe operation and reintroduction of aquatic life The Client is responsible for completing the refill and restarting equipment unless otherwise arranged. Additional refilling services are billed at $125 per technician hour.

  • WASTE DISPOSAL Spring Pond Cleanings and other various seasonal maintenance services generate solids waste (leaves, trimmings, sludge, etc.) which must be disposed of. Removal and disposal of one (1) 17”x19” basket of solids waste is included in the estimated service cost. Additional waste shall be hauled off-site and disposed of for an additional charge of $15.00 per basket unless an on-site disposal spot is designated in advance.

  • NON- GUARANTEE OF WATER CLARITY/ RESULTS The Company does not guarantee water clarity, algae control, or aesthetic outcomes, as these are influenced by environmental and biological factors beyond its control.

  • RECURRING MAINTENANCE SERVICES Scheduling for recurring maintenance services is based upon location and route. Installments generally fall on the same day of the week through the calendar season; however, the actual date of service is subject to vary based on NORTH SHORE WATERSCAPES’ schedule and will not be provided in advance of each regular installment. By enrolling in a recurring maintenance program, the CLIENT is consenting to receive and be billed for recurring service installments at the indicated frequency beginning in May and continuing through the end of October or the Water Garden Winterization (whichever occurs first). The CLIENT may request to forgo service installments included in their service plan; however, any installments forgone at the direction of the CLIENT will not result in waiving or reducing the service billing for the relative period. Any additional maintenance visits provided beyond enrolled frequency will result in additional service charge.

  • FALL NETTING SERVICES Fall Netting Services and Water Garden Winterization services are separate services which cannot be performed concurrently and must be booked separately. All materials incorporated in the installation of Deluxe Netting Services are furnished on a rental basis and remain property of NORTH SHORE WATERSCAPES. All Standard Netting Services include the furnishing and installation of new all-season grade netting and assume the re-use of existing netting support materials including poles, anchors, and/or stakes purchased during a previous season. An additional materials charge may apply to Standard installations if Netting Services were not previously provided, or existing materials are in poor condition.

  • LEAKS NORTH SHORE WATERSCAPES are committed to practicing safe servicing habits that will not compromise the water garden liner. Spring Pond Cleanings and other services may potentially flush out existing sludge and waste-plugged seals, rips, holes, or other compromised areas of the liner that did not previously exhibit leakage. Due to this issue, particularly in older water gardens, NORTH SHORE WATERSCAPES absolutely cannot guarantee against or be held liable for any leakage issues that cannot directly be correlated to negligence on the part of the service.

  • LEAK DIAGNOSIS The comprehensive diagnosis of a suspected leak can be a very involved and time-consuming process which is not covered under any services or plans within this Service Agreement. All leak-related services require a leak diagnosis appointment to first diagnose the nature of suspected leakage before a separate repair estimate can be issued. A $350.00 minimum service charge extending solely to the diagnosis of a suspected leak will apply for all leak-related service visits provided. Identification and/or resolution of leakage is not guaranteed.

  • MEDIA RELEASE The CLIENT hereby grants perpetual permission to NORTH SHORE WATERSCAPES to use, reproduce, and redistribute any photographs, video recordings, audio recordings, and written testimonials as well as any other materials created, provided, or contributed to by the CLIENT (“MEDIAS”). NORTH SHORE WATERSCAPES may use the MEDIAS for marketing, promotional, educational, and any other lawful purposes, across all physical, digital, and electronic formats. The CLIENT hereby releases, discharges, and holds harmless NORTH SHORE WATERSCAPES and assigns from any and all claims, actions, demands, damages, or costs, including attorney's fees, arising out of or resulting from the use of the MEDIAS as permitted under this agreement.

  • CLIENT INTERFERENCE NORTH SHORE WATERSCAPES are not responsible for outcomes resulting from adjustments made by the CLIENT, interference, or third-party modifications to the water feature between or after service visits.

  • ISSUES SURROUNDING SERVICE Any service-related concerns must be reported within seventy-two (72) hours of completion. After this period, conditions are considered to have changed and NORTH SHORE WATERSCAPES is not able to determine responsibility. Additional service charges will apply for return visits.

  • LIMITATION OF LIABILITY NORTH SHORE WATERSCAPES’ total liability for any claim arising from services provided shall not exceed the total amount paid for those services.

  • GENERAL LIABILITY NORTH SHORE WATERSCAPES do not assume responsibility for any damage which may occur to the CLIENT’S property during the visit or any issues or problems that cannot directly be correlated to negligence on the part of the service.

  • MODIFICATION OF TERMS AND POLICIES NORTH SHORE WATERSCAPES reserves the right to modify the terms and policies of the Service Agreement at any time, with or without notice, effective upon publication of an undated version on the ‘Service Terms and Policies” Section of northshorewaterscapes.com. The CLIENT assumes responsibility for regularly checking the last updated date posted at the footer of the ‘Service Terms and Policies’ section to ensure they are familiar with the most updated terms and policies. Continued use of the Service Agreement after any such changes shall constitute the CLIENT’S consent of the modified terms and policies.

Sales and Payment Policies

  • PAYMENT METHODS Payment methods accepted include cash and check remitted to our office, or ACH (bank transfer) payments through electronic invoicing.

  • PAYMENT WITHIN TERM Receipt of payment is due by the due date indicated on the respective invoice. All overdue balances are subject to incur a 1.5/18% APR interest charge assessed monthly.

  • INVOICE DISPUTES The CLIENT must notify NORTH SHORE WATERSCAPES of any invoice dispute within 10 days of issue. Following this period, the invoice will be considered accepted and payable.

  • PAST-DUE ACCOUNTS Payments made on accounts carrying past due balances will be applied to past-due obligations before being applied to open balances. A suspension of services shall be applied to accounts with balances thirty (30) days or more past due until the account balance is brought current. Any additional post-hold work required to restore a water garden back to standard shall entail an additional service charge.

  • DEPOSITS All deposits are non-refundable except when explicitly excluded in-writing or if NORTH SHORE WATERSCAPES are unable to fulfill the scope of work due to force majeure.

  • OWNERSHIP OF MATERIALS All materials, whether sold on a product purchase basis or furnished through installation, shall remain the full property of NORTH SHORE WATERSCAPES until the associated final invoice is paid in full.

  • JURISTICTION VENUE Upon default, at ninety (90) days past-due, balance is subject to be placed in collections or with attorney for the sake of outstanding balance collection. The CLIENT is further subject to court process in the Newburyport District Court and all court costs, attorney fees, and any additional associated recovery costs.

  • RETURNED PAYMENTS Any payment returned by the financial institution drawn from is subject to an NSF fee of $25.00.

  • WARRANTY POLICY NORTH SHORE WATERSCAPES do not warranty the status of any existing water garden, or any component thereof, which it was not specifically contracted to service and will not be held liable for any non-related breakages incidental to the contracted service. Faulty products will be covered under the manufacturer’s warranty; visits to exchange failed products will result in a service call charge. Refunds will be made in the form of account credit. All sales of UV goods and custom-cut products (liners, underlay, tubing, etc.) are final and ineligible for return under any circumstance.

  • RETURN POLICY Returns on physical goods purchased within the past thirty (30) days will be granted only if the return is made in the same unopened/sealed condition it was purchased in and is accompanied by a sales receipt. A 20% restocking fee will apply for all special-order product returns.

Estimate Policy

  • An written estimate must be processed and approved for all installation projects we complete. Construction, renovation, repair, and other installation services and projects are ineligible for an electronic estimate.

  • Electronic estimates are cost and obligation free, however do not include a physical visit to your property as part of the estimate process. In lieu, you submit pictures and/or supporting information electronically to us. Electronic estimates are considered ‘general’ cost representations; the actual service cost is subject to variance if the submitted supporting information is not consistent with or is not an accurate representation of the scope of work. Additional variances in the cost may exist if additional time or resources are required.

  • Written estimates include an in-house consultation where we will collect measurements, specifications, personal preferences and input, as well as any other necessary information pertaining to your project. Using this information, a detailed estimate is developed to outline the project’s required resources and estimated costs. While the estimated cost from a written estimate is considered to be more accurate representation than an electronic estimate, the actual service cost is still subject to variance based upon any additional time or resources required in addition to any additional issues uncovered during the service or project which require addressing. The cost of a written estimate begins at $250.00, however, this fee is credited towards your construction or repair service or project should you elect to employ our services.

  • Estimates are only valid for a period of thirty (30) days after issue. All estimates not acted on after this time are automatically withdrawn and will require re-evaluation for future use.  We reserve the right to withdraw from any estimate at any time based upon factors beyond our control such as changes in the market, the needs of and availability in our schedule, etc.

    Terms and Policies Last Updated: 05/06/2026