Cancellation & Refund Policy
Last updated: September 30, 2026
This page restates, in full, the cancellation and refund terms that also appear as anchored sections within our Terms of Use, for anyone who wants the policy on its own page.
1. Scope
This policy applies to deposits and payments made for the Spa Delivery & Setup Service, the Pool & Spa Combined Service Plan, and the Premium Leisure Package.
2. Cancelling a booking
Cancellations made at least 48 hours before a scheduled visit receive a full refund to the original payment method. Cancellations made with less notice may be subject to a reduced refund to cover scheduling and preparation costs already incurred.
3. How to cancel or request a refund
Email [email protected] or call +1 905-469-3355 during Monday–Friday, 07:30–16:30, Eastern Time (ET) — WINSTON PARK DRIVE, with your booking reference and the reason for the request.
4. Rescheduling instead of cancelling
We're happy to move your visit to a new date at no extra cost, subject to availability, instead of processing a cancellation.
5. Refund processing time
Approved refunds are returned to the original payment method within 5–10 business days of approval.
6. Non-refundable situations
Work already completed to the confirmed scope is not eligible for a refund, nor are cancellations made after a technician has already been dispatched to your address.
7. Cancellations initiated by us
If weather, equipment availability, or capacity requires us to cancel a scheduled visit, you will be offered a full refund or priority rebooking at the next available date, at your choice.
8. Changes to this policy
We may update this policy from time to time; the "Last updated" date above reflects the most recent revision.
9. Contact
TURTLE BAY POOLS AND LEISURE INC.
2400 WINSTON PARK DRIVE, Oakville, ON L6H 0G7
Phone: +1 905-469-3355
Email: [email protected]