Terms and Conditions

Effective Date: May 1st, 2025

Welcome to www.polarsprings.ca. These Terms and Conditions (“Terms”) govern your use of the Polar Springs website and your purchase of products or services from Polar Springs Hot Tubs (“Polar Springs,” “we,” “our,” or “us”).

By using our website, submitting a form, requesting a quote, placing an order, paying a deposit, purchasing a product, or booking a delivery, installation, or service appointment, you agree to these Terms.

1. About Polar Springs

Polar Springs sells hot tubs, swim spas, saunas, covers, accessories, water care products, parts, delivery services, service work, and related products and services.

Our website is intended to provide product information, pricing information, promotional offers, quote requests, lead forms, financing information, and general customer support.

2. Website Use

You agree to use this website only for lawful purposes. You may not use the website in a way that interferes with its operation, attempts to gain unauthorized access to our systems, misrepresents your identity, or violates any applicable law.

We may update, suspend, restrict, or discontinue any part of the website at any time without notice.

3. Product Information

We try to ensure that product descriptions, specifications, images, videos, pricing, and availability are accurate. However, product details may change due to manufacturer updates, supplier changes, model-year changes, component availability, photography, display settings, or website errors.

Images and videos are for illustration purposes only. Actual products may vary in colour, cabinet finish, acrylic pattern, jet layout, lighting, accessories, components, or features.

Unless specifically stated in writing on your invoice or purchase agreement, website content should not be treated as a final contract, warranty, or guarantee.

4. Pricing

All prices are listed in Canadian dollars unless otherwise stated.

Prices may be subject to applicable taxes, delivery charges, installation charges, crane charges, electrical work, special access charges, financing costs, or other charges depending on the product, location, and customer requirements.

We aim to show clear pricing and avoid hidden mandatory fees. Canadian competition rules prohibit misleading pricing practices, including advertising an unattainable price where fixed mandatory charges are added later, except for certain government-imposed charges such as sales tax.

Polar Springs reserves the right to correct pricing errors, typographical errors, or product availability errors at any time. If an error affects your order, we will contact you with the corrected information before proceeding.

5. Quotes and Estimates

Quotes, estimates, and proposals are valid only for the period stated on the quote. If no expiry date is listed, the quote is valid for 7 days from the date issued.

A quote may be subject to change if:

• Product availability changes
• Supplier or freight costs change
• The customer changes the requested product, colour, options, or accessories
• Delivery conditions are different than disclosed
• Additional services are required
• Taxes, fees, or legal requirements change
• There is a typographical, pricing, or calculation error

A quote is not binding until accepted by Polar Springs and confirmed through a written invoice, order confirmation, or purchase agreement.

6. Orders

An order is not confirmed until Polar Springs accepts the order and any required deposit or payment has been received.

We may refuse, cancel, or limit an order for reasons including product unavailability, pricing errors, suspected fraud, credit issues, delivery limitations, safety concerns, or other reasonable business reasons.

7. Deposits

Deposits may be required to reserve a product, secure promotional pricing, order a specific model, begin special-order processing, hold inventory, or schedule delivery.

Unless otherwise stated in writing, deposits may become non-refundable once Polar Springs has:

• Reserved inventory for you
• Ordered a product or parts specifically for you
• Turned away other buyers
• Scheduled labour, delivery, or third-party services
• Begun administrative, financing, delivery, or preparation work
• Incurred supplier, freight, storage, or handling costs

Deposit terms should be confirmed on your invoice, quote, or purchase agreement.

8. Special Orders and Custom Orders

Special-order or custom-order products may include hot tubs, swim spas, saunas, covers, parts, accessories, colour combinations, factory orders, or products not normally stocked.

Special orders and custom orders may not be cancellable or refundable once ordered, manufactured, shipped, customized, allocated, or prepared for delivery.

Estimated arrival times are estimates only and may be affected by manufacturing delays, shipping delays, customs, weather, freight availability, supplier issues, or circumstances beyond our control.

9. Payment

Payment must be made according to the terms listed on your invoice, quote, order confirmation, or purchase agreement.

Unless otherwise agreed in writing, the balance must be paid before delivery, pickup, installation, or release of the product.

Polar Springs may delay delivery, installation, service, or product release until payment has cleared.

Accepted payment methods may include e-transfer, credit card, debit, bank draft, financing, or other approved payment methods. Additional fees may apply to certain payment methods where permitted by law and disclosed in advance.

10. Financing

Financing may be offered through third-party financing providers. Approval is not guaranteed and is subject to the financing provider’s credit criteria, application process, terms, rates, fees, and documentation.

Polar Springs does not control third-party financing decisions. Any financing agreement is between the customer and the financing provider.

Promotional financing offers may be subject to approval, minimum purchase amounts, term limits, administrative fees, or other conditions.

11. Delivery

Delivery availability, timing, and cost depend on your location, product type, access conditions, weather, staffing, equipment availability, and other factors.

Standard delivery may not include crane service, electrical hookup, pad preparation, landscaping, deck modification, fence removal, permit work, disposal of old products, or unusual access work unless specifically stated in writing.

You are responsible for ensuring that the delivery path is safe, clear, accessible, and suitable for delivery. This includes confirming:

• Adequate width and height clearance
• Clear access from the road or driveway to the final location
• Removal of obstacles, snow, ice, gates, furniture, debris, or other barriers
• Suitable ground conditions
• Permission from property owners, condo boards, municipalities, or neighbours where required
• Adequate structural support for decks, patios, pads, or platforms

If delivery cannot be completed because of access issues, unsafe conditions, incorrect information, weather, or customer unavailability, additional delivery, storage, return, or rescheduling charges may apply.

12. Crane, Special Access, and Third-Party Services

Some deliveries may require a crane, boom truck, additional labour, special equipment, road permits, traffic control, or other third-party services.

Unless specifically stated in writing, these services are not included in the purchase price.

Polar Springs may help coordinate third-party services, but the customer remains responsible for any third-party costs unless otherwise agreed in writing.

13. Electrical Requirements

Hot tubs, swim spas, saunas, and related products may require electrical work. Electrical work must be performed by a qualified licensed electrician in compliance with applicable laws, codes, and safety standards.

Unless specifically stated in writing, Polar Springs does not include electrical hookup, electrical permits, trenching, wiring, panel upgrades, disconnects, breakers, GFCI installation, or correction of existing electrical issues.

The customer is responsible for ensuring that electrical work is completed safely and before the product is started, where required.

Polar Springs is not responsible for damage, malfunction, delay, or safety issues caused by improper electrical work, incorrect voltage, undersized wiring, missing GFCI protection, code violations, power surges, or customer/third-party electrical work.

14. Site Preparation

The customer is responsible for preparing a suitable base or location for the product unless otherwise agreed in writing.

Hot tubs and swim spas require a level, stable, load-bearing surface. This may include a concrete pad, properly built deck, engineered platform, patio stones, gravel base, or other suitable support depending on the product and site.

Polar Springs is not responsible for settling, shifting, cracking, water drainage issues, structural issues, deck failure, uneven surfaces, or other site-related problems unless caused directly by Polar Springs.

15. Installation

Installation services are included only if specifically stated in writing.

Where installation is provided, installation does not include unrelated construction, electrical work, plumbing modifications, deck work, landscaping, disposal, permits, crane work, or repairs to existing customer property unless specifically included in writing.

The customer must ensure that someone authorized is present at the property during delivery or installation unless other arrangements have been approved.

16. Customer Delays and Storage

If a customer delays delivery after a product has arrived, been reserved, or been prepared, Polar Springs may charge storage fees.

Unless otherwise stated in writing, storage is provided only at Polar Springs’ discretion and subject to available space.

Risk of price changes, financing changes, warranty timing, supplier changes, or storage charges may apply to delayed orders.

17. Risk of Loss

Risk of loss or damage passes to the customer once the product has been delivered to the customer’s property, picked up by the customer, or released to a customer-approved third-party carrier or contractor.

The customer is responsible for inspecting the product upon delivery and reporting any visible damage immediately.

18. Inspection Upon Delivery

You should inspect your product at the time of delivery or pickup.

Any visible damage, missing items, or delivery concerns should be noted immediately and reported to Polar Springs as soon as possible.

Failure to report visible damage promptly may affect your ability to receive a remedy, replacement part, or claim support.

19. Returns and Cancellations

Return and cancellation rights may depend on the type of product, whether the product was special ordered, whether delivery or installation has occurred, whether the product has been used, and whether Ontario consumer protection laws apply.

Unless otherwise required by law or agreed in writing:

• Installed, delivered, used, filled, wired, opened, customized, special-order, or clearance products may not be returnable
• Chemicals, filters, covers, parts, accessories, and sanitation products may be final sale once opened, used, installed, or contaminated
• Delivery, installation, crane, service, labour, shipping, and administrative charges may be non-refundable once performed or incurred
• Cancelled orders may be subject to restocking, freight, storage, or administration fees

Nothing in these Terms limits any cancellation rights you may have under applicable consumer protection laws.

20. Warranty

Product warranties are governed by the applicable manufacturer warranty, Polar Springs written warranty, or warranty document provided with your product.

Warranty coverage may vary by product, model, component, manufacturer, and use type.

Warranty may not cover issues caused by:

• Improper electrical work
• Improper installation
• Improper water chemistry
• Freezing
• Neglect or misuse
• Commercial use, unless approved
• Failure to maintain the product
• Unauthorized repairs or modifications
• Acts of nature, weather, animals, pests, or external damage
• Wear and tear, cosmetic fading, staining, or surface rust unless specifically covered

Warranty documents control over general website statements. If there is a conflict between these Terms and a written warranty document, the written warranty document will apply to warranty matters.

21. Water Care and Maintenance

Customers are responsible for proper water care, maintenance, cleaning, filter care, winter operation, and chemical balancing.

Improper water chemistry can damage components, surfaces, heaters, jets, covers, pillows, pumps, seals, and plumbing.

Polar Springs may provide water care guidance, but the customer remains responsible for following product manuals, chemical instructions, warranty requirements, and safe handling practices.

22. Freeze Protection

Hot tubs and swim spas contain water and plumbing that can freeze in cold temperatures if the product loses power, is improperly winterized, has low water, has circulation issues, or is not maintained.

The customer is responsible for monitoring the product, maintaining power, keeping water at the proper level, ensuring proper circulation, and taking immediate action if there is a power outage, error code, heating issue, or freezing risk.

Freeze damage may not be covered by warranty unless specifically stated in writing.

23. Service Calls

Service appointments may be subject to diagnostic fees, travel fees, labour charges, parts charges, warranty approval, or manufacturer authorization.

If a service issue is not covered by warranty, the customer is responsible for applicable charges.

Missed appointments, inaccessible products, unsafe conditions, locked gates, lack of water, lack of power, or customer unavailability may result in additional charges.

24. Promotions and Sales Events

Promotions, discounts, bonus items, trade-in offers, giveaways, financing offers, and event pricing are subject to availability and specific terms.

Promotions may not be combined unless stated in writing.

Polar Springs may modify or end promotions at any time, subject to applicable law and existing written agreements.

Any advertised “regular price,” comparison price, discount, or savings claim should be based on a reasonable and supportable basis. Canadian rules prohibit materially false or misleading advertising claims.

25. Trade-Ins

Trade-in offers are subject to inspection and approval.

A trade-in value may depend on the age, condition, brand, access, removal difficulty, functionality, and resale or disposal value of the traded product.

Polar Springs may revise or withdraw a trade-in offer if the product condition, access, or information provided by the customer is inaccurate or materially different from what was represented.

26. Website Forms and Communications

When you submit a form, request a quote, call us, email us, message us, or interact with our website, you agree that Polar Springs may contact you about your inquiry, product interests, quote, purchase, delivery, service, financing, or related offers.

Marketing communications are governed by our Privacy Policy and applicable consent rules. You may unsubscribe from marketing communications where required by law.

27. Third-Party Links

Our website may contain links to third-party websites, including financing providers, manufacturers, social media platforms, review platforms, payment processors, or video platforms.

Polar Springs is not responsible for third-party websites, policies, products, services, content, or security.

28. Intellectual Property

All website content, including text, images, videos, logos, graphics, designs, product descriptions, marketing materials, and other content, is owned by or licensed to Polar Springs unless otherwise stated.

You may not copy, reproduce, modify, distribute, publish, or use our website content for commercial purposes without written permission.

29. User Reviews, Photos, and Submissions

If you submit a review, testimonial, photo, video, comment, or other content to Polar Springs, you confirm that you have the right to provide it.

By submitting content, you grant Polar Springs permission to use, reproduce, edit, publish, display, and share that content for business, advertising, social media, and marketing purposes, unless you tell us otherwise in writing.

We may remove or decline to publish user-submitted content at our discretion.

30. Limitation of Liability

To the maximum extent permitted by law, Polar Springs is not liable for indirect, incidental, special, consequential, punitive, or economic damages, including loss of use, loss of enjoyment, lost profits, property damage, business interruption, or other losses arising from the use of our website, products, or services.

Nothing in these Terms excludes liability that cannot legally be excluded under applicable law.

31. No Professional Advice

Information on our website or provided by our team is for general product, service, and customer support purposes only.

Customers are responsible for obtaining appropriate professional advice where needed, including electrical, structural, engineering, legal, insurance, financing, tax, or construction advice.

32. Force Majeure

Polar Springs is not responsible for delays or failures caused by events beyond our reasonable control, including weather, storms, road closures, labour shortages, supplier delays, manufacturing delays, shipping delays, customs delays, fires, floods, power outages, strikes, equipment failure, government restrictions, or other unexpected events.

33. Governing Law

These Terms are governed by the laws of the Province of Ontario and the applicable federal laws of Canada.

Any disputes will be handled in Ontario, unless applicable consumer protection laws require otherwise.

34. Changes to These Terms

We may update these Terms at any time by posting a revised version on our website. The updated version will apply from the effective date shown at the top of the page.

Your continued use of the website after changes are posted means you accept the updated Terms.

35. Contact Information

If you have questions about these Terms, please contact us:

Polar Springs Hot Tubs
Website: www.polarsprings.ca
Email: info@polarsprings.ca
Phone: 613-572-2777
Address: 1111 Development Drive, Brockville ON K6V 7G2