Frequently asked questions

We are based in Somerset and cover Bristol, Bath, Somerset, Gloucestershire, Wiltshire, Dorset and Devon, along with surrounding supported areas. All of our services are field services — our engineers travel to and from your location.

We generally support most brands of hot tub and swim spa, for both residential and commercial clients — from individual holiday lets to large holiday parks.

Our service technicians work Monday to Friday, 9:00am – 5:00pm.

The initial breakdown and repair visit costs £95, or £60 for service-plan members (saving £35 per visit), and includes inspection, fault-finding and up to 60 minutes of engineer labour.

Many common faults can be diagnosed within this time. More complex issues, including tracing leaks, may require additional investigation.

Additional labour and replacement parts are charged separately; plan members receive a 10% discount on all parts and works. We will discuss additional work and associated costs before proceeding.

Absolutely. Photographs and videos can be extremely helpful when diagnosing hot tub and swim spa problems.

You can send photographs, videos and details of any error messages directly to Spa Simple via WhatsApp on 07508 199945.

This can help our engineers understand the issue and prepare for your visit.

A full inspection and testing of your hot tub, a deep clean and biofilm flush, cleaning of the filter/s and re-balancing of the water levels. The hot tub service is £295; the swim spa equivalent is £480 and is carried out over two visits.

Discounted annual servicing payment plans, paid monthly, automatically renewing for another annual servicing cycle. Cancel at any time, including during your first year, by giving 30 days' notice. Payments and future service benefits stop when cancellation takes effect. No minimum commitment or early cancellation fees apply.

Bronze Service Plan (£20/month): One Hot Tub Full Service annually, due after 12 successful monthly payments.

Silver Service Plan (£35/month): One Checkover Service after 6 successful monthly payments and one Hot Tub Full Service after 12.

Gold Service Plan (£50/month): Four Hot Tub Full Services annually, one after every 3 successful monthly payments.

All plans include Breakdown/call-out visits £60 instead of £95 — save £35 per visit and 10% discount on all parts and works. We contact you when your service becomes due.

Service visits become due after the required number of successful monthly payments: Bronze at 12; Silver Checkover at 6 and Full Service at 12; Gold Full Services at 3, 6, 9 and 12 in each annual servicing cycle. The same schedule applies in each renewed cycle. Failed or still-processing payments do not count as successful payments, so eligibility may be delayed. Reaching a payment milestone makes the visit due; we arrange the appointment with you.

You can cancel at any time on 30 days' notice, including in your first year. Monthly payments and entitlement to future plan benefits stop when cancellation takes effect. If you have qualified for a visit but not yet received it, you can choose to have it arranged or receive an appropriate refund, and a visit that becomes due during your notice period will still be honoured or fairly accounted for.

No cancellation or administration fees apply. If you cancel before receiving any servicing or other chargeable plan benefits, we will refund the monthly payments collected towards servicing. If servicing has been provided, your refund is the payments received less the value of services supplied at the agreed discounted plan values (Bronze Full Service £240; Silver Checkover £135 and Full Service £285; Gold Full Service £150 each), never standalone prices. If you have used a discounted call-out or parts discount, we account only for the actual saving you received. If the value of services already received exceeds the payments collected, we will not charge you the difference. We aim to process refunds within 14 days to your original payment method where possible. We may offer additional goodwill refunds in exceptional circumstances, including bereavement. All statutory consumer rights, including applicable 14-day cooling-off rights, are preserved.

For example, on Gold, 5 payments (£250) less one Full Service at the £150 plan value gives a £100 refund. We will explain every refund in writing. Revised service-plan terms remain DRAFT and are not activated. The plan values, benefit savings, refund calculations and renewal safeguards require independent UK legal review before approval.

For Bronze, Silver, Gold plans, the monthly price agreed when you join will remain unchanged throughout your current 12-month servicing cycle. Any price increase may only take effect at the start of your next annual servicing cycle. We will give you at least 30 days' written notice before an increase takes effect, clearly stating the new monthly price and its effective date. If you do not wish to accept the new price, you may cancel by giving 30 days' notice, subject to your statutory rights.

The annual servicing cycle is not a minimum commitment: you may cancel at any time, including during your first year. Revised service-plan terms remain DRAFT pending independent UK legal review and are not activated.

Yes. We offer air source heat pump installation, replacement spa covers, cover lifters, re-furbishment works, insulation upgrades, feature upgrades, protective covers and replacement pillows. These are specific to each customer and model, so they are not bookable online — call, email or WhatsApp us to discuss.

Yes. We support both residential and commercial clients, from individual holiday lets to large holiday parks.