Return & Refund Policy

Effective Date: July 2026

Virgin Pools provides recurring pool maintenance services and does not sell or ship physical products. As a result, there are no physical items to return.

90-Day Money-Back Guarantee

We’re committed to delivering exceptional service. If you’re not completely satisfied within your first 90 days (up to 12 weekly services), we’ll work with you to resolve the issue. If we’re unable to meet reasonable service standards, you may be eligible for a refund under our 90-Day Money-Back Guarantee.

Refund Eligibility

To be eligible for a refund, customers must:

• Contact Virgin Pools within 7 days of the service in question.
• Provide a detailed description of the concern.
• Submit clear photos of the pool showing the claimed issue.
• Photos must include original metadata (EXIF data), including the date and time the photos were taken. Photos with removed, altered, or unavailable metadata may not be accepted.
• Cooperate with any reasonable request for additional information or a follow-up inspection so we have an opportunity to review or correct the issue before issuing a refund.

Virgin Pools reserves the right to deny refund requests that cannot be reasonably verified or where sufficient documentation is not provided.

Service Availability

Virgin Pools serves homeowners through a nationwide network of independent local service providers.

If we’re unable to provide service at your location after your purchase, we’ll notify you promptly and issue a 100% full refund of any payment received.

Promotional Offers

Promotional offers, including the 3rd Month FREE promotion, require customers to remain active through the qualifying promotional period. If a membership is canceled before completing the promotional period, the promotional benefit will be forfeited.

Cancellations

Customers may cancel their membership at any time. Cancellations become effective at the end of the current 4-week billing cycle. Charges for completed billing periods are generally non-refundable unless approved under this Refund Policy or otherwise required by applicable law.

Non-Refundable Circumstances

Refunds are generally not available for:

• Services completed to reasonable industry standards.
• Issues caused by weather, storms, high winds, wildfires, equipment failures, vandalism, misuse, or other circumstances beyond the control of Virgin Pools or the independent service provider.
• Missed appointments resulting from inaccessible properties, locked gates, aggressive animals, or failure to provide safe access.
• Additional services or custom work approved separately by the customer.

Contact Us

To request a refund, please contact us through the Contact Us form, Live Chat, or by email at virginhomes@stemz.org.