Service Terms

Office Hours:

Monday through Friday from 8:00 a.m. to 4:00 p.m. If we are very busy, you may get our
voicemail. Calls are returned promptly. If you reach us after hours, we will return your
call by the next business day.

Holidays:

Our offices are closed on all major holidays which are; New Year’s Day, Memorial Day,
4th of July, Labor Day, Thanksgiving Day, & Christmas.

Newsletters/Photos:

You will receive an occasional newsletter or email from us. Our newsletters contain
important updates on holiday closures, interesting home management tidbits, and
information on additional services or specials.
From time to time we may snap a photo of a room or something within the room that we
have cleaned. We may use these photos in our training programs for new staff, our
client portfolio, and social media. Your personal information such as name, address, or
anything of that nature will always be kept confidential. If you would like to opt out of
this, please let us know.

Customer Feedback:

Each of our clients has different needs. Please keep us informed of any comments or
suggestions you may have. The more specific feedback we receive, the better cleaning
our staff can do for you. If you are not satisfied with the cleaning, please let
management know of your concerns within 24 hours of the service.

Technology:

Butlers in the Manor, LLC. utilizes technology to provide a smoother customer
experience. You will receive an automated reminder email three days prior to service, as
well as a reminder text the day before. You may respond to the email, however, you
cannot respond to the automated text messages. You will have the opportunity to opt
out of these.
Our cleaning techs work from a scheduling app on their phones and GPS coordinates
are registered at the time of input, this ensures they arrive and leave each home safely.

OUR SERVICES

Products:

Butlers in the Manor, LLC. provides the products and equipment necessary to clean
your home. Our products are earth-friendly and completely safe for your surfaces. If you
would like us to use a product we do not carry, then please provide that product and we
will be happy to use it in your home. We cannot, however, guarantee the safety of
products that you provide. For heavy build-up or stains, we may request your
permission to use a stronger cleaning agent, which may contain toxins. Please ask our
office if you would like more specific information on our products.
Customize cleanings are available to fit each need. Please communicate these needs to
our management staff and we will be happy to accommodate them, so long as the
requests are for tasks in which our cleaner has been professionally trained. We offer
several different types of cleanings tailored to your needs. Below is a list of the tasks
performed on each type of cleaning, and how our time is used.

Move-In/Move-Out Cleanings:

These are deep cleanings in houses, apartments, or condos where there is little or no
furniture. These cleanings include our typical home cleaning services and for an extra
cost we can work from a list of priorities, typically completed via email.

Repeat House Cleanings:

After the first cleaning, we charge a fixed rate for regular service (weekly, bi-weekly, &
monthly). This rate includes the basic tasks listed below:

Living Spaces:

Dust knickknacks, furniture, cobwebs, and window sills; dust moldings and baseboards
as needed; dust ceiling fan blades and light fixtures; clean glass on the front, rear, and
any sliding glass doors; change bed linens (if left out) on one bed (typically the master).
If more beds are needing the sheets changed there will be an extra charge; remove
trash and replace bags (please let us know where you keep the bags); tidy the overall
room appearance; dust blinds (we are only equipped to do a superficial blinds dusting,
scrubbing or thorough cleaning requires a blinds specialist); vacuum floors and
carpeting; and damp mop all non-carpeted surfaces.

Bathrooms:

Scour all visible interior and exterior parts of toilets; clean sink, counter, and mirrors;
scour shower/tub walls, and fixtures; dust shelving, nick knacks, and picture frames;
empty trash; and damp mop all non-carpeted surfaces including back behind the toilet.

Kitchen:

Clean exterior of large appliances; clean inside and outside of microwave; clean small
countertop appliances including underneath and behind the small appliances; clean
counter tops and back splash; clean sink area (including window above sink if
applicable); empty trash; and damp mop all non-carpeted surfaces.

Weekly & Bi-weekly Client Services:

Our automated system allows us to give an estimate on basic cleaning services which
cover the tasks most of our clients expect, as listed above. The included optional
cleaning services are no additional cost on a rotating task schedule to weekly and
bi-weekly clients only. The optional cleaning services are provided upon request, for an
additional charge to all other clients. Popular optional cleaning services include, but are
not limited to:

● Clean the outside of Kitchen and Bathroom Cabinets (oil if wood)
● Wet wipe baseboards (takes two visits)
● Wet wipe window sills
● Wipe inside of the refrigerator
● Vacuum furniture

Additional cleaning services:

The following items are offered at an additional charge.
● Clean out the refrigerator
● Clean the oven
● Clean reachable interior windows within reach using a two-step ladder
● Sweep out garage or Carport ( using your broom)
● Cleaning of interior windows

Cleaning Times:

We do our best being prompt to meet the cleaning time indicated, but traffic and other
clients may affect our schedule. If our scheduled cleaner will be more than 30 minutes
late, we will contact you. If no arrival time is listed on your quote form, then the cleaning
will be completed between the hours of 8:00 a.m. and 4:00 p.m. Our cleaners
appreciate your flexibility. When possible, please allow for an open time frame rather
than exact arrival time.

Payment Policy:

Payment is due on the day of service by credit card, check, Zelle, or cash. Clients are
given advance notice of any price increases. Butlers in the Manor reserves the right to
raise prices at any time.

Late Fee:

Overdue payments are subject to a late fee of $25.00 if not paid in five days.

Late Cancellation/No Show Fees:

If you wish to cancel or reschedule a cleaning appointment we require at least 48
business hours’ notice (excluding weekends). We must adhere strictly to this policy to
prevent lost wages for your cleaner. Should a cleaning appointment be canceled less
than 48 hours in advance, if the cleaner is unable to enter the house or has to wait more
than 20 minutes, a cancellation fee of 50% of that cleaning’s cost is charged to the
credit card on file. Should cleaning be rescheduled by the client less than 48 hours in
advance, and not canceled, a fee of $25.00 will be charged.
On the rare occasion that Butlers in the Manor must reschedule or cancel your cleaning
less than a 48 hours’ notice, a $15.00 credit will be offered on the next cleaning. If our
offer to reschedule is refused by the client for any reason, no credit will be granted.

Weekly client’s:

If you need to skip a cleaning, the price on your next cleaning will
increase to a bi-weekly price (for the next cleaning only).

Bi-weekly client’s:

If you need to skip a cleaning, the price on your next cleaning will
increase to a monthly price (for the next cleaning only).
4-week Client’s: If you need to skip a cleaning, the price on your next cleaning will
increase by $45.00 (for the next cleaning only).
When appointments need to be canceled or skipped, it will take our cleaners longer to
complete your next cleaning. This increase is to allow for that additional time. While we
do not typically bill by the hour, we do look for a certain hourly range, and changing the
frequency of cleaning affects our time.

Pets:

We are a pet-friendly company and appreciate your help in making sure pets will be
safe and secure on cleaning days. Our office should be made aware of any special
requirements for safeguarding your pet(s).
For health reasons we have instructed our staff to leave certain items and/or areas
untouched; pet homes/beds, litter boxes, vomit, and/or fecal matter. Our teams will
clean around these areas. If your pet has an accident, it will be your responsibility to
clean it up.

Inclement Weather:

Sometimes the roads are restrictive due to hazardous weather conditions such as but
not limited to storm surges, hurricanes, flooding etc. . In these instances, we will do our
best to make it to your regular cleaning while keeping the safety of our staff as a
number one priority. If we must cancel due to the weather, we ask that you are flexible
with us as the schedule will change. We will do our best to add you to your schedule
within the next 48 hours after an incident or closure. We will not offer any credit or
charge a cancellation on cleanings that are rescheduled due to the weather.

Returned Check Fee:

Returned checks are subject to a $35.00 processing fee and may incur late payment
fees if the issue is not immediately remedied.

Assigned Cleaner:

Your assigned cleaner will be your default cleaner except for illness, vacation, personal
emergency, or an ongoing schedule change. If your default cleaner has an ongoing
schedule change or no longer works here,* another trained cleaner who will have your
home’s customized Work Order will complete your home.

Gratuity:

Butlers in the Manor never require tipping, but you may tip if you would like. On several
occasions, we are asked what a “typical cleaning tip” should be. We let our clients know
they are not required, but if they wish to do so 15-20% of your cleaning price is industry
standard. Just leave your tip with your payment, via text and or invoice and
management will make sure that the money is distributed properly. That is just a special
thank-you for our hard work. Also, leaving us a google review means so much to us.
We sincerely appreciate your business.

Your Valuables:

If you have valuables or heirlooms, including but not limited to any irreplaceable,
collectible or expensive objects, it’s preferred that these items be secure and put away
to avoid potential accidents. You are responsible for letting us know of any valuables
that you prefer we not clean or handle. Please secure jewelry, money, credit cards, and
checkbooks. We are not responsible for missing items that have not been
locked/secured for safekeeping. If there is an item that is believed to be missing, it must
be reported to us within 24 hours from the completion of the service in efforts to properly
investigate the issue.

Loss or Breakage:

Our staff is trained to take extra care with your belongings, however regrettably and
although not common from time to time, something gets broken or damaged. If there is
an item believed to be damaged by one of our cleaning professionals, it must be
reported to the company within 24 hours from the completion of the service in efforts to
properly investigate the issue. If we damage anything during the service being provided,
we will notify the customer immediately. In the event an item is damaged or broken, we
reserve the option to repair or replace the item.
We cannot take responsibility for items that were broken because they were not
properly attached or secured (for examples, a hanging picture that was improperly
attached to the wall or an item that is propped against a surface, scratches to hard
surface/hardwood floors with furniture that doesn’t have proper felt pads or something
preventing scratches when being moved to clean around/under). Butlers in the Manor

LLC, is licensed and insured well beyond the minimum amounts purchased by many
house cleaning companies. Ask our office for details on insurance limits.

Glass Shower Door(s):

You are responsible for notifying us if your glass shower door(s) are NOT 100% secure.
However, the team that arrives to service your home will inspect your shower door(s) to
make sure that they are fully secure before cleaning the shower. If upon inspection the
team recognizes that your shower door(s) are not fully secure you will be notified of the
risks immediately. At that time, our cleaners will skip cleaning them to avoid damage.
At your next cleaning, you have the option to decline service of your shower and/or
shower door(s) or we can proceed with service. If the client decides to proceed with
service of the shower and/or shower door(s) pictures of your shower door(s) will be
taken prior to the start of servicing the shower doors(s). Additionally, the client agrees
not to hold Butlers in the Manor LLC, nor its employees responsible if this results in the
shower door being damaged/broken. Butlers in the Manor is not responsible for damage
due to faulty and/or improper installation of any item.

Lifting & Climbing & Bending:

Our employees are very important to us. We take extra precautions to keep them safe,
so they do not climb higher than a 3 ft 2-step ladder, move or lift items heavier than 20
lbs., or clean floors on their hands and knees, except for bathroom floors. These types
of activities put our cleaning staff in danger of back injury or could even damage
something in your home. However, there might be times when you want us to move
furniture for example; tables, large chairs, etc. in these cases we are not responsible
for; their breakage due to aged/old or faulty manufacturing nor are we responsible for
any damage moving these items may cause to your floor.
The cleaner will not move furniture that contains electronics. The cleaner will not pull
out any appliances (for example a stove, fridge, washer/dryer) however if you move it
prior to the cleaning visit to allow access we would be more than happy to clean the
exposed areas. We do ask that you place the appliances back into their proper place as
well.

Non-Solicitation of Employees:

When a client enters into an agreement for services with Butlers in the Manor, the client
understands that they will pay a [$2,500] training fee to Butlers in the Manor should they choose to engage in a working relationship directly with any employee during the course of their service.

100% Satisfaction Guarantee:

Butlers in the Manor, LLC strives to offer 5 star cleaning services for our clients. If you
are unhappy with any cleaning service provided, please notify us within 24 hours of
service for us to address and correct the problem. If we receive prompt notification, we
will come back to examine the problem. If the problem involves the quality of service we
have provided, we pledge to correct the problem at no charge.
If we do not receive notice of a problem within 24 hours of the cleaning, or if you decide
to correct the problem yourself, we are not able to correct the problem for you nor will
we be able to compensate for your inconvenience.

A minuscule list of things we cannot do:

Clean or remove blood or any bodily fluids, fire or water damage, or mold. We are not
trained in these areas nor are we equipped
Butlers in the Manor reserves the right to refuse to service homes with ANY insect
infestation (including seasonal). If our cleaners find an infestation, the cleaning staff will
leave the property. We will contact you immediately and charge a cancellation fee.

● Clean the interior of curio cabinets (will only feather dust exterior)
● Provide any pet or children-related services, nor empty diaper pails
● Clean/Shampoo carpet
● Clean chandeliers or wet wipe any light fixtures
● Provide stain removal
● Wash walls
● Clean exterior of windows
● Remove paint
● Clean areas above the reach of our 2 ft step-ladder
● Clean animal waste or litter
● Wash and put away dishes, if there are dishes in the sink, we will move them to
clean the sink and place them back in the sink
● Laundry
● Our policy on encumbers, like a desk full of paperwork, if there are more than six
items on the surface, we only swifter the items and the surface

If you have any questions about our policies please feel free to reach out to us!
Butlersinthemanor.com 954-812-8005