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A diagnostic call out is what is required if your Hot Tub has a fault and you need a professional to check it out.
We also offer this service for those who are submitting insurance claims, or customers who are still in warranty but want a report to send to their Hot Tub supplier.
Diagnostic with a written report – £149
The written report must be paid for in full and will be sent in PDF form which must not be amended by the receiver.
Diagnostic Callout
Our charge for this service is £90 and this must be paid in advance to the call out unless agreed otherwise by Dr Hot Tub. This charge includes 60 minute labour of diagnostics and there will be a further additional charge for any parts required to fix the problem with your spa. If the gaskets need replacing, there will be a minimum charge of £149, Any subsequent hours after that for either diagnostics or repairs will be charged at £60 per hour with minimum 30 minute charges of £30.
Hot Tub Diagnostics & Repairs:
Our diagnostic call-out service is £90, which includes attendance at your property and a thorough inspection to identify the cause of the fault.
Following diagnosis, the following repair charges apply. All repair prices include the initial £90 diagnostic call-out fee.
Standard Repairs
Repairs completed within the first hour: £149 (plus the cost of any replacement parts required).
Repairs exceeding one hour: £149 for the first hour, plus £60 per hour (or part thereof) for any additional labour, plus the cost of any replacement parts required.
Leak Repairs
Leak detection and repair can be significantly more time-consuming due to the nature of tracing hidden water leaks. As a result, leak repairs are subject to a minimum charge of £249.
If, however, the leak is successfully located and repaired within the first hour, the work will be charged at our standard repair rate of £149 (plus the cost of any replacement parts required).
Parts & Additional Costs
Wherever possible, we will discuss and obtain your approval for any replacement parts or additional charges before carrying out the repair. We are committed to providing a transparent, professional service, ensuring you are fully informed of all costs before work proceeds.
This version is more official, easier to read, and suitable for a website, quotation, or terms of service.
Leak Repairs will cost a minimum of £249 IF the leak takes more than 1 hour to repair, this is all dependent on the brand of spa and extent of damage causing the leak. If upon diagnostic we recognise that it can be repaired within the first hour, then we will charge £90 PLUS any parts needed to complete the repair.
No Fault Diagnostic Callouts
Where a callout is completed and the fault is found to be a non spa related fault such as an electrical supply issue, wrong topside settings or blocked filter etc, the £90 call out fee is still applicable regardless of the time spent on-site. The MD however may decide to reduce the fee depending on the location of the previous or next call out
Repetitive or returning customers will benefit from a £30 discount for future diagnostic call outs (within a 12 month period of a previous diagnostic call out)
This offer is not applicable with services or valets.
Warranty Conditions.
Warranty begins from the original date of the repair/part installation and is valid for 12 calendar months . Any unauthorised tampering or access gained to any sealed component panel or enclosed equipment, including modifications or the adding of additional equipment will void all warranty. Any damage due to negligence or misuse of equipment or parts will void all warranty. Warranty will be deemed invalid with the sale of the spa to a third party. Warranty covers parts only unless the failure is due to poor or incorrect workmanship which will be identified during diagnostic. A minimum call out fee of £60 (including a £30 re-callout discount within 12 months from the original repair) will be applicable to all warranty calls where the part has been deemed to be faulty or has failed within the 12 month warranty period only.
Excludes any mileage surcharges applicable.
If the customer cancels up to 24 hours prior to their scheduled appointment for any services, valets and call outs, there will be a cancellation fee of £30 to cover the loss of costs.
Valets, Hot Tub MOT’s and Servicing is a Dr. Hot Tub specialty. Looking after your Tub both aesthetically and mechanically will ensure many years of trouble-free Tubbing. Poor water quality can not only make your Tub an undesirable place to be, but can cause serious damage to major components such as heaters, pumps, pipework, and even your acrylic shell.
To keep your tub in pristine mechanical condition, we recommend at least one service per annum. Our 40 point Complete Service includes checking jets, heater seals, pump seals, rodent infestation checks, leaks, pipe flush, valet, fresh water refill and much, much more. This price does NOT include replacement filters however we regularly have special promotions ongoing such as ‘free aromatherapy’ etc.
This type of service is recommended for those customers who suspect there is a fault or leak with their spa. This service covers all labour costs for that day.
An annual service takes between 4-6 hours depending on a number of factors and we do ask that the tub be filled (and heated) before we arrive to ensure the best results with our pipework cleaning solution.
Commercial Hot Tub Service, HS828 Compliant (Lodges, Holiday Home etc.) – £300+VAT
*Includes PAT testing on all electrical components.
To keep your tub in pristine mechanical condition, we recommend at least one service per annum. Our 40 point ‘Full Service’ includes checking jets, heater seals, pump seals, rodent infestation checks, leaks, existing water refill and much, much more. This price does NOT include replacement filters, pipe flush or valet! If you require a thorough clean with your service, please see ‘Complete Service’ details and price above. We will empty your existing water into a water bag and transfer the same water back into the spa once the service items are complete.
An annual service takes between 3-4 hours depending on a number of factors and we do insist that the tub is filled (and heated if possible) to allow the engineer to make sure the hot tub is performing as expected and operating correctly within the 3-4 hour time slot allocated.
Any additional time required to carry out any repairs not indicated when booking the service, that go over the allocated 4 hours, will incur additional labour costs of £60 per hour to a maximum cost of £395 for that day
Leak detection and repair can be significantly more time-consuming due to the nature of tracing hidden water leaks. As a result, leak repairs are subject to a minimum charge of £249.
If, however, the leak is successfully located and repaired within the first hour, the work will be charged at our standard repair rate of £149 (plus the cost of any replacement parts required).
To keep your tub in pristine mechanical condition, we recommend at least one service per annum. Our 40 point ‘Complete’ Service includes checking jets, heater seals, pump seals, we also check for rodent infestation, leaks and much much more. This service also include refilling the tub with fresh water.
This price does NOT include replacement filters however, we regularly have special promotions ongoing such as ‘free aromatherapy’ etc.
An annual service takes between 4-6 hours depending on a number of factors and we do ask that the tub be filled (and heated) before we arrive to ensure the best results with our pipework cleaning solution.
Commercial PAT Testing is an additional £30 (£325 Commercial Service)
– PAT testing is essential to ensure that electrical appliances and equipment are safe to use, and to prevent the risk of fire or electrocution. Commercial PAT testing involves a visual inspection of the appliance or equipment, as well as an insulation and earth continuity test. This is an requirement by Health & Safety Regulations. We will carry out PAT Testing on all accessible electrical applicable components on Commercial set ups.
Our Swim Spa Service and Valet can take up to 10 hours, and involves all the normal 40 point checks carried out in our Hot Tub service and also includes a full valet. This normally means we have to return a second day. In this circumstance we would ask the customer to re-fill their pool overnight to save on labour charges waiting for the pool to re-fill. Your effectively paying for the labour within that 10 hour spell, meaning any faults including leaks, replacement components are completed at no extra charge to the customer**
Dual Temp Swim Spas, where there are two separate pool areas for swimming and therapy, are subject to an additional charge*.
We will require the Hot Tub/Swim Spa to be filled and electrically connected, and all side panels accessible to be removed for inspection. Dr Hot Tub WILL NOT remove any decking, pergola posts, fencing etc to gain access. This is the responsibility of the owner and must be completed before we arrive to carry out the Service or MOT
**Excluding replacement parts.
Our Hot Tub MOT is a professional health and safety check for your Hot Tub’s major components. Our specialist technician will carry out PAT tests on all major components, test the RCD functionally and electrically, check pump amp readings and Ohms readings of your heater ensuring that your spa is in a safe and healthy condition for you and your loved ones.
Water and electricity must be respected and our HOT TUB MOT will ensure not only your safety whilst using it but peace of mind that it has been professionally inspected and tested.
We will require the Hot Tub/Swim Spa to be filled and electrically connected, and all side panels accessible to be removed for inspection. Dr Hot Tub WILL NOT remove any decking, pergola posts, fencing etc to gain access. This is the responsibility of the owner and must be completed before we arrive to carry out the Service or MOT.
Our HOT TUB MOT takes approx. 1.5hrs.
To keep your tub in pristine mechanical condition, we recommend at least one service per annum. Our 40 point service includes checking jets, heater seals, pump seals, we also check for rodent infestation, leaks and much much more. This price does NOT include replacement filters however we regularly have special promotions ongoing such as ‘free aromatherapy’ etc.
An annual service takes between 4-6 hours depending on a number of factors and we do ask that the tub be filled (and heated) before we arrive to ensure the best results with our pipework cleaning solution.
Our 40 point service consists of the following:-
1 Check for presence of RCD, Check function button. Advise where necessary. PRESS TO TRIP RCD AND CHECK THAT TUB LOOSES POWER WHEN DONE SO. Trip RCD twice
2 Visual/functional check of isolating switch. Check water tight. If possible, switch off and remove front and check for water and damage, Replace/report if necessary, switch back on. DO NOT TUCH CONTROL PANEL. ALLOW SPA TO RESTART ITSELF AFTER PRIMING
3 Check main cable for suitability and condition COMING FROM ISOLATION SWITCH AND RUNNING TO SPA Report to customer and advise if not suitable
4 Test and record water quality/condition and advise where necessary
5 Carefully Remove pillows and filters and add Pipe Cleaner and shock. Run all pumps for 30 minutes. Add foam reducer if required
6 Visual checks to cover, cover lifter, catches and step and any surrounding building/gazebo and report damage and repair/replace where possible/applicable
7 Visual checks of cabinet and report damage/wear where applicable
8 Visual checks of head rests/pillows and report where applicable. Clean and rinse in deep cleansing solution (or vinegar)
9 Visual checks of topside control, decal and physical check of operation and water tightness. Report any defects
10 Check all top valves, diverters and controls for operation. Loosen, remove where possible and clean underneath and repair/report where necessary/possible. Replace any missing seals if available
11 Check all jets operating/flowing. Loosen, clean and replace where necessary/possible. DO NOT FORCE JETS OUT!!
12 Check circulation pump or speed 1 on Jet 1 for circulation/working
13 Check all other therapy pumps including speed 2 on Jet 1
14 Check blower working where applicable
15 Check light/LED’s
16 Check stereo/Bluetooth where applicable including speakers and Sub-Woofer (if applicable)
17 REPORT ANY INSPECTION DEFECTS/PROBLEMS TO THE CUSTOMER NOW!!
18 Remove ALL cabinets Check for insect/rodent infestation and remove rodent/insects where necessary. Advise customer
19 Check all plumbing, manifolds, jet bodies, pump unions, blower pipe and all seals/gaskets for leaks
20 Remove pack cover and inspect PCB for corrosion, burning or loose wiring. Check main terminals for corrosion/rust
21 Check heater amperes at this point and record, check condition and check for signs of corrosion to heater terminals and sensors/pressure/flow switch where applicable. Report where applicable
22 Inspect and rinse filters. Advise and replace where necessary on completion of service. Steep filters in Filter Cleaner and store
23 Check chlorine feeder where applicable, Advise about the problems caused with chlorine feeders!!
24 Check all wiring connections into equipment
25 AT THIS POINT THE PIPE CLEANING SYSTEM WILL BE COMPLETE
SWITCH TUB OFF
26 Open drain valve/s. Drain spa and where applicable inspect spa drain for leaks
27 Coat PCB with switchgear lacquer
28 Grease pump impeller shafts and check wet ends for leaks
29 Grease heater terminals and tighten if necessary
30 Check heater union gaskets and replace where necessary
31 Check for loose Amp Plug connections or any burning and report where necessary
32 Rinse and clean Spa shell, drain and vacuum excess water till water runs cold/clear. Blow out old water though jets and vacuum out
33 Vacuum water from pipe work using individual pump drains drains (Vita Spa Only)
34 Clean cabinet and Cover inside and out using UV protect cleansing solution (outside only)
35 CLOSE ALL DRAIN VALVES and Re-fill spa and replace filters with either new or cleaned ones
36 Bleed pumps where necessary
37 Power up spa and re set time, filtration where applicable to topside control
38 Check all components as per parts 7-17 working and record faults
39 Check tub water quality, record below and advise
40 Shock, sanitise and balance water
Our Swim Spa MOT is a again professional health and safety check for your Swim Spa’s major components. Our specialist technician will carry out PAT tests on all major components, test the RCD functionally and electrically, check pump amp readings and Ohms readings of your heater ensuring that your swim spa is in a safe and healthy condition for you and your loved ones.
Water and electricity must be respected and our SWIM SPA MOT will ensure not only your safety whilst using it but peace of mind that it has been professionally inspected and tested.
We will require the Hot Tub/Swim Spa to be filled and electrically connected, and all side panels accessible to be removed for inspection. Dr Hot Tub WILL NOT remove any decking, pergola posts, fencing etc to gain access. This is the responsibility of the owner and must be completed before we arrive to carry out the Service or MOT
Our SWIM SPA MOT takes approx. 2hrs.
Neglected Annual Service – £399 – This service is for Hot Tubs that are in an unsanitary condition with possible faults. This is normally the case when someone inherits an old Hot Tub and it’s been left for a number of months (even years) un-used and un-cared for. Our engineer will carry out a fault diagnostic and test all components and repair* where necessary. Carry out our standard 40 point checks and valet your Hot Tub. This service will include a standard pipe flush**, and normally takes between 6-8 hours
Neglected Deep Clean Annual Service (2 Visits)- £499 – As above but using a potent cleansing compound to strip any biofilm (and bacteria) from the pipework of your Hot Tub. This will require the engineer to return the following day to rinse and refill your Hot Tub leaving the Hot Tub overnight to heat and strip as much biofilm from the plumbing as possible**
We will require the Hot Tub/Swim Spa to be filled and electrically connected, and all side panels accessible to be removed for inspection. Dr Hot Tub WILL NOT remove any decking, pergola posts, fencing etc to gain access. This is the responsibility of the owner and must be completed before we arrive to carry out the Service or MOT
*Repairs will be subject to additional charges for the cost of the parts replaced.
** Because of the nature of ‘pipe flushing’ which uses a chemical to strip biofilm from the spa pipework, small flakes or cloudy water may appear for a number of days after the service/valet. This is normal and will eventually dissolve and clear and dissipate through netting and natural filtration
***Warranty Conditions. Warranty begins from the original date of the repair/installation and is for 12 calender months . Any unauthorised access gained to any sealed component panel or enclosed equipment, including modifications or the adding of additional equipment will void all warranty. Any damage due to negligence or misuse of equipment will void all warranty. Warranty will be deemed invalid with sale of the spa to a third party. Warranty covers parts only unless the failure is due to poor or incorrect workmanship. A minimum call out fee of £90 (excluding a £30 re-callout discount within 12 months) will be applicable to all warranty calls including any surcharges applicable.
Standard Full Valet – £240 – With a full Valet we will empty, clean, refill and rebalance your water. We won’t leave until we’re certain that there are no airlocks or problems with your tub that weren’t there before we arrived. A Full Valet normally takes between 3-4 hours. We ask for the spa to be filled and if possible switched on and hot so we can check all is well with the tub before we start the valet. We also use a pipe cleaner which works much better with warm water to flush out any biofilm and bacteria within the pipework. The pipe cleaner may cause a little cloudiness with the spa water as it removes the biofilm, but this will clear within a couple of days.
Neglected Valet – £295 – This is a valet that is required for Hot Tubs that have been left neglected for a number of months or switched off over the winter and are unsanitary. This normally arises when a customer inherits a Hot Tub in a house move or buys a second-hand Hot Tub and the customer wants it cleaning professionally. This valet normally requires a ‘double flush’ and will normally take between 5-6 hours.
Deep Cleanse (2 day) Neglected Valet – £399 – This valet is for Hot Tubs that have been left neglected for a very long time, sometimes years and have become unsanitary, even dangerous because of possible bacteria within the pipework and plumbing. This valet includes a specialised chemical pipe flush, at least 2 rinse out’s and will require a second visit the morning after. This will ensure your Hot Tub is clean but most importantly ‘SAFE’ when we leave.
Hot Tubs that have been neglected and are in an unsanitary and poor condition, but this has not been declared at booking will be subject to an additional charge.
We also offer On-Site water quality and Hot Tub maintenance training courses.
These are perfect for those who have purchased or inherited a pre-loved Hot Tub and need some guidance and advice on how to use and care for it safely prolonging its life for many, many years
Our training course (Commission) is £175.00*. This includes on-site training which normally lasts 1 hour, plus our standard chemical starter kit (valued at £44.99).
*When the ‘commission is completed with a full service or Valet, the price is reduced to £75 including a chemical starter kit
*Mileage subsidy at £1 per mile applies to distances over 25 miles from postcode NE37 2PA there and back
The Winter Drain Down is from £225 (£250 with waterproof covering)
Our Winter Drain-Down is a must if you intend to empty your spa and not use it during the cold winter months. Simply ’emptying’ and leaving your spa over the winter is not only sanitarily dangerous but could cause catastrophic damage if ice forms inside the plumbing, heater or pumps and moisture gathers on any electrical components within the spa.
For an additional £30 we will apply a waterproof PVC covering to eliminate water/frost damage and to stop insects and snails etc hibinating in your spa over the winter.
On a Winter Drain-Down our engineers will firstly check all components are in good working order, completely sanitise your spa eliminating any build-up of bacteria in the plumbing, pumps, shell and components etc, vacuum water from your spa pumps* and plumbing*, drain your spa then loosen all pump and heater unions* ensuring there will be no splitting or cracking due to potential ice build-up. We will also add a protective water-resistant lacquer to any circuitry components such as PCB’s, expansion boards, heater terminals and wrap your spa with a waterproof covering to protect it during the potential hard winter elements for a small additional charge. If there is any subsequent damage after the Spring re-fill (as long as it is carried out by us) we will repair the fault at a reduced labour cost of £30 per hour (normally £60 per hour)
We can also cover your spa Thermal Cover with a water and UV resistant cover to eliminate and cold, water and frost damage to the cover whilst the spa is in its winter mode. (additional cost of £30)
The Spring Re-fill is £250.
The Spring Re-fill is simply the reverse but includes a refill and set up. All pump unions will be re-connected and tightened, new gaskets applied to the heater and fully valeted**. A Spring Re-fill normally takes between 3 and 5 hours. If there is a fault evident that wasn’t there before our Winter Drain Down, we will repair that fault for a reduced labour charge of £30 per hour (normally £60 per hour).
*Where accessible*
*Any damage due to components being ‘inaccessible’ will not be covered under the guaranteed components agreement*.
The Pre-Owned Set-Up is £395
A Pre-Owned Set-Up is basically a service for those who have purchased a second-hand spa.
For this service we will connect your spa to a pre-installed electrical supply*, carry out a full inspection of all mechanical and electrical components, flush the pipework with a strong anti-bacterial and biofilm pipe flush, valet, fill and commission your spa. We will also give guidance and instructions on water chemistry and basic maintenance of your spa and also supply a chlorine-based chemical starter kit.
*All electrical supplies must have been carried out by a qualified Part P electrician and be present with a Part P-certified electrical certificate/report.
**In all cases we will require the spa to be filled with water on our arrival for leak inspection and in the case of a 13 amp spa, to be connected electronically to a safe RCD-protected supply and heated to 40 degrees centigrade.
HOT TUB SERVICE & CALL-OUT POLICY
Including Payment Terms
Customer Acknowledgment
By booking a service with Dr Hot Tub, the customer confirms their acceptance of these terms and conditions and agrees to be bound by them. Post-service or repair inspection, 48-hour reporting, and additional faults. The customer is responsible for checking and operating the hot tub within 48 hours of completion of any service or repair to confirm that it is operating correctly, and that there are no visible leaks, faults, or error messages. Any fault, leak, or concern believed to be connected with work carried out by Dr. Hot Tub must be reported within 48 hours of completion. If no issue is reported within that period, the hot tub will be regarded as having been left operational and in satisfactory working condition following our attendance. Any fault or issue first reported after the 48-hour period may require a new diagnostic call-out and may be subject to our standard call-out, labour, and parts charges. Due to the construction of hot tubs and the amount of concealed pipework and components, the identification and repair of one fault or one leak does not guarantee that no other faults or leaks are present. Additional leaks or faults may only become apparent once the initial repair has been completed and the spa has been refilled, heated, and operated. Any separate or unrelated fault subsequently identified may be subject to additional diagnostic, labor, and parts charges. If subsequent inspection establishes that a later reported issue was directly caused by our work appropriate remedial work will be undertaken without additional charge.
Nothing in this policy affects your statutory rights.
Thank you for choosing Dr Hot Tub.
Dr Hot Tub
At Clays Garden Centre
Peel Retail Park,
Washington,
NE37 2PA
ON SITE SHOP
Mon: 08:30am – 17:00pm — SHOP 10am – 4pm
Tue: 08:30am – 17:00pm– SHOP 10am – 4pm
Wed: 08:30am – 17:00pm– SHOP 10am – 4pm
Thu: 08:30am – 17:00pm– SHOP 10am – 4pm
Fri: 08:30am – 13:00pm– SHOP 10am – 3pm
Sat/Sun: CLOSED
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