Terms of Service

1. Who These Terms Apply To

These Terms of Service ("Terms") govern all services provided by Topside Well Service LLC ("Topside Well Service," "we," "us," or "our") to any customer ("you") who requests or receives well pump repair, diagnostics, maintenance, installation, inspection, or any other service from us — whether that request is made by phone, through our website, in person, or by any other means.

By scheduling a service call, requesting a callback, submitting a contact form, or allowing us onto your property to perform work, you agree to be bound by these Terms. If you do not agree, please do not request or accept services from us.

These Terms apply to residential and agricultural property owners throughout Marion County, Florida and any other areas we serve.

2. Services We Provide

Topside Well Service provides above-ground well pump system services, including:

• Well pump repair and diagnostics
• Pressure tank replacement and repair
• Control box and capacitor repair
• Pressure switch repair and calibration
• Submersible pump pulls and replacement
• Water system diagnostics and inspection
• Pre-purchase well inspections for home buyers
• Annual well system maintenance
• Constant pressure (VFD) system installation
• Emergency well service — 24 hours a day, 7 days a week

Services we do not provide: We do not drill new wells, install or service water softeners or filtration systems, perform general plumbing work, diagnose or repair septic systems, or provide electrical fault diagnosis beyond the well pump circuit. If your project falls outside our scope, we will tell you before beginning any work and can refer you to an appropriate specialist.

3. Scheduling and Access

When you schedule a service call with us, you agree to:

• Be present at the property or designate a responsible adult (18+) to be present during the service call
• Provide accurate information about the property address and the nature of the problem
• Provide safe and reasonable access to the well system, pressure tank, and any related components
• Inform us of any known hazards on the property — including aggressive animals, unstable terrain, or access restrictions — before we arrive
• Ensure we can safely reach the work area with our service vehicle and equipment

We reserve the right to decline or discontinue service if safe access cannot be provided, if conditions at the property pose an unreasonable risk to our technician, or if the property does not match the description provided when scheduling.

Estimated arrival times are given in good faith. Actual arrival may vary due to prior calls running long, traffic, weather, or emergency calls that take priority. We will contact you if we are running significantly outside the estimated window.

4. Diagnosis and Estimates

Our standard process is to diagnose the actual cause of your problem before recommending or quoting any repair. We do not quote replacement costs over the phone without an on-site assessment.

Diagnostic fee: A diagnostic service call fee may apply, which covers our time to travel to your property and assess the system. This fee is disclosed before scheduling. If you proceed with the quoted repair, the diagnostic fee may be credited toward the repair cost — we will tell you at scheduling whether this applies.

Firm quotes: After completing our on-site diagnosis, we will give you a firm price for the recommended repair or replacement before any work begins. This is the price you will pay — it does not change after work begins unless you request additional work beyond the original scope.

Your right to decline: You are not obligated to proceed with any repair after receiving a quote. If you decline, you pay only the applicable diagnostic fee. We will not begin work without your explicit approval of the quoted price.

Unforeseen conditions: In rare cases, once work has begun, we may discover additional conditions that affect the scope or cost. If this occurs, we will stop work, explain what we found, and obtain your approval before proceeding. We will never add to the scope of work without telling you first.

5. Payment Terms

Payment is due upon completion of service unless other arrangements have been made in advance and confirmed in writing.

Accepted payment methods:

• Cash
• Check (made payable to Topside Well Service LLC)
• Major credit and debit cards
• Electronic payment (where available)

Returned checks: A $35 returned check fee applies to any check returned for insufficient funds or any other reason. We reserve the right to require cash or card payment from any customer with a prior returned check.

Late payment: Invoices not paid within 30 days of the service date may be subject to a late fee of 1.5% per month on the outstanding balance. We reserve the right to refer unpaid accounts to a collections agency after 60 days.

No payment, no release: Equipment, parts, or materials installed on your property that have not been paid for remain the property of Topside Well Service LLC until payment is received in full.

6. Workmanship

We stand behind the work we perform. If a repair we completed fails within 30 days of the service date due to a defect in our workmanship — meaning the failure is caused by how the work was done, not by a new or unrelated problem — we will return to assess and correct it at no additional labor charge.

This workmanship commitment does not cover:

• Failures caused by a new or separate component unrelated to the original repair
• Damage caused by lightning, power surge, flooding, or other external events occurring after the service
• Failures caused by misuse, tampering, or unauthorized modifications to the system
• Normal wear on parts beyond what was repaired or replaced
• Systems where the customer declined a recommended additional repair and that declined repair later caused a problem
• Pre-existing conditions that were disclosed to the customer at the time of service

To request a workmanship review, contact us within 30 days of the original service at (352) 247-2220. We will schedule a return visit promptly.

7. Parts and Equipment

We use quality replacement parts appropriate for your well system. Where possible, we carry common parts on our service vehicle for same-visit repairs. For specialty parts or specific equipment, we will advise you of the expected lead time before beginning work.

Parts warranty: Parts we supply are covered by the manufacturer's warranty, which varies by component and manufacturer. We will provide you with any available warranty documentation for installed parts upon request. Parts sourced and supplied by the customer are installed at the customer's risk — we do not warranty customer-supplied parts.

Removed parts: Parts removed from your system during a repair remain on-site and are available for you to keep if you wish. If you do not request them, we will dispose of them. We do not retain removed parts after leaving your property.

8. Limitation of Liability

Our liability to you for any claim arising from our services — whether based on contract, negligence, or any other legal theory — is limited to the amount you paid for the specific service that gave rise to the claim.

We are not liable for:

• Indirect, incidental, or consequential damages — including loss of use of water, spoiled food, additional hotel or lodging costs, livestock losses, crop losses, or business interruption — arising from a well system failure or from our service
• Pre-existing conditions in your well system that were not caused by our work
• Failures in components we did not service or that were outside the scope of the agreed work
• Damage caused by lightning, power surges, flooding, drought, freezing temperatures, or other events outside our control
• Results of a customer declining a recommended repair — if we recommend a repair and you decline, we are not liable for subsequent failures related to that declined repair
• Water quality issues — we service pump mechanics, not water chemistry

Nothing in these Terms limits our liability for gross negligence, willful misconduct, or fraud.

9. Customer Responsibilities

You are responsible for:

• Providing accurate information about your system, its history, and any known issues when scheduling service
• Disclosing any previous repairs, modifications, or work performed on the system by another party
• Informing us if your property has any known environmental hazards — including but not limited to buried lines, unstable ground, or flooding history
• Ensuring the work area is reasonably clear and accessible before we arrive
• Following any post-service instructions we provide — including breaker safety steps, pressure monitoring, or water quality precautions after a pump pull
• Calling us promptly if you notice a problem with our work within the 30-day workmanship period — do not allow the problem to worsen before contacting us

10. Cancellation and Rescheduling

We understand that plans change. To cancel or reschedule a non-emergency service appointment, please contact us as soon as possible at (352) 247-2220.

Non-emergency appointments: Cancellations made with at least 2 hours' notice before the scheduled appointment time incur no cancellation fee. Cancellations made with less than 2 hours' notice, or where we arrive at the property and are unable to perform the work due to customer-side issues (no access, no one present, conditions that do not match what was described), may be subject to a trip fee to cover our travel time and costs. This fee, if applicable, will be disclosed at scheduling.

Emergency calls: Due to the urgent nature of emergency service, emergency call slots cannot be cancelled once we are dispatched. If you call for emergency service and the problem resolves before we arrive, please call us immediately to stop the dispatch. We will do our best to redirect the technician, but a partial trip fee may apply if the technician is already en route.

11. Emergency Service

We provide emergency well pump service 24 hours a day, 7 days a week, including weekends and holidays. Emergency calls are for situations where a property has lost water entirely or where the pump system poses an immediate risk of further damage if not addressed promptly.

Emergency service is dispatched based on urgency and technician availability. We do not guarantee a specific response time in all circumstances — weather, multiple simultaneous calls, or other factors may affect arrival. We will give you an estimated arrival time on the phone and update you if it changes significantly.

No after-hours surcharge: We do not charge a premium for calls made outside of standard business hours, on weekends, or on holidays. The price you are quoted is the price you pay regardless of when the call occurs.

12. Website Use

The content on topsidewellservice.com — including text, images, service descriptions, pricing guidance, and educational articles — is provided for general informational purposes. It does not constitute professional advice specific to your property or situation.

Cost ranges, repair descriptions, and diagnostic guidance published on our website are general in nature. Actual costs and required repairs depend on your specific system and can only be determined by an on-site assessment.

You may not copy, reproduce, distribute, or commercially use any content from our website without our written permission. All content is the property of Topside Well Service LLC.

We are not responsible for the content of any third-party websites linked from our site. Links to external sites are provided for convenience only.

13. Disputes and Governing Law

These Terms are governed by the laws of the State of Florida, without regard to its conflict of law provisions. Any dispute arising from these Terms or our services shall be resolved in Marion County, Florida.

Dispute resolution: Before initiating any formal legal action, we ask that you contact us directly to discuss the issue. Most concerns can be resolved quickly with a direct conversation. Contact us at (352) 247-2220 or help@topsidewellservice.com.

If a dispute cannot be resolved informally, it shall be submitted to binding arbitration in Marion County, Florida under the rules of the American Arbitration Association, except that either party may seek injunctive or other equitable relief in a court of competent jurisdiction to prevent irreparable harm. Class action claims are waived — all claims must be brought individually.

Nothing in these Terms prevents you from filing a complaint with the Florida Department of Agriculture and Consumer Services or any other applicable regulatory body.

14. Changes to These Terms

We may update these Terms from time to time. When we do, we will update the "Last updated" date at the top of this page. The Terms in effect at the time you schedule a service call are the Terms that govern that service. Continued use of our services after updated Terms are posted constitutes your acceptance of those updated Terms.

For ongoing service relationships, we will make reasonable efforts to notify you of material changes.

15. Contact Us

Questions about these Terms? Contact us directly — we're happy to explain anything in plain language.