1. Overview
Butlers Inc. Limited is committed to delivering high-quality services. We understand that plans can change, and this Refund Policy is designed to be fair to both clients and staff. It should be read alongside our Terms and Conditions of Service.
All refund requests should be submitted in writing to hello@butlersinc.com. Refunds are processed within 5 business days of confirmation using the original payment method. We do not issue refunds in cash.
2. Cancellations by the Client
The notice period is calculated from the time your cancellation is received by us to the scheduled start time of the Booking.
2.1 Refund schedule
More than 72 hours’ notice: Full refund — 100% returned.
72 to 48 hours’ notice: Partial refund — 75% returned; 25% retained to cover Staff Member allocation and preparation costs. Refund processed within 5 business days.
48 to 24 hours’ notice: Partial refund — 50% returned; 50% retained to reflect the reduced ability to reallocate the slot and committed costs. Refund processed within 5 business days.
Less than 24 hours’ notice: No refund — 100% retained. The Company incurs full costs at this stage and cannot reallocate the slot at short notice.
No-show: No refund — 100% retained. Where a Staff Member attends the service address and no responsible adult is present and the Client is unreachable, 100% of the Booking fee is retained. Reasonable travel costs incurred by the Staff Member may also be charged.
By confirming a Booking, you acknowledge and accept the above cancellation and refund terms. These charges reflect the costs incurred in allocating, briefing, and preparing Staff Members, and the inability to reallocate slots at short notice.
3. Cancellations by Butlers Inc.
Where the Company cancels a confirmed Booking — due to Staff Member unavailability, safeguarding or safety concerns, Force Majeure, or operational necessity — the following applies:
Full refund: Full refund of 100% of the Booking fee within 5 business days.
Credit note option: Alternatively, with your agreement, we may issue a credit note of equivalent value redeemable against any future Booking within 12 months of the date of issue.
Rebooking: Where possible and operationally practicable, we will offer to rebook the Service at a mutually convenient time at no additional charge.
We will not be liable for any indirect or consequential losses arising from a Company-initiated cancellation, including loss of earnings, travel costs, or costs of alternative arrangements.
4. Partial service delivery
Where a Booking is commenced but cannot be fully completed due to reasons attributable to the Company — for example, where a Staff Member must leave early due to illness — a pro-rated refund will be calculated based on the proportion of the Booking not delivered and refunded within 5 business days.
Where a Booking cannot be completed due to circumstances attributable to the Client — for example, where the service environment is unsafe, where the Client requests early termination, or where unacceptable conduct results in Booking termination — no refund will be issued for the unused portion.
5. Non-refundable services and items
The following are non-refundable in all circumstances:
Out-of-pocket expenses already incurred by a Staff Member on your behalf (shopping, parking, transport, carrier booking fees), where supported by receipts.
Luggage and other items already purchased on your behalf in accordance with your instructions.
Third-party carrier or delivery service fees already committed and paid at your direction.
Any portion of a Booking fee retained in accordance with the cancellation schedule in section 2.
6. Disputes and chargebacks
If you believe a charge has been made in error, please contact us at hello@butlersinc.com before raising a dispute with your card provider or bank. We will investigate promptly and issue a corrective refund where appropriate.
Where a chargeback is raised without first contacting the Company, and the Company can demonstrate the charge was properly made, the Company reserves the right to seek recovery of any associated chargeback fees from the Client.
7. Consumer rights
If you are contracting as a consumer, your statutory rights under the Consumer Rights Act 2015 and other applicable consumer protection legislation are not affected by this Refund Policy.
Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, where a service contract is entered into online or at a distance, you may have a right to cancel within 14 days. However, where you have specifically requested a service begin within that period and it has been fully performed, this right may be lost. We will draw your attention to these rights at the time of Booking.
8. How to request a refund
To request a refund:
Email hello@butlersinc.com with the subject line “Refund Request”.
Include your full name, Booking reference, date of Booking, and reason for the refund request.
We will acknowledge your request within 2 business days and confirm the outcome within 5 business days.
Approved refunds will be processed within 5 business days of confirmation to the original payment method.
Contact
Butlers Inc. Limited
71-75 Shelton Street, Covent Garden, London, WC2H 9JQ
Email: hello@butlersinc.com
Website: www.butlersinc.com
Company No. 17150882
© Butlers Inc. Limited · Company No. 17150882 · Refund Policy v1.0 · Effective April 2026