1. Introduction & definitions
Please read these Terms and Conditions carefully before using any service provided by Butlers Inc. Limited. By making a booking, registering with us, or using our website, you confirm that you have read, understood, and agreed to be bound by these Terms in full.
Butlers Inc. Limited (“the Company”, “we”, “us”, “our”) is a private limited company registered in England and Wales under Company Number 17150882. Registered office: 71-75 Shelton Street, Covent Garden, London, WC2H 9JQ. Website: www.butlersinc.com. Email: hello@butlersinc.com.
In these Terms, the following expressions have the meanings set out below:
"Services" means any service we provide, including errand running, babysitting, school pick-ups and drop-offs, house sitting, luggage assistance, and courier services, as confirmed in a Booking Confirmation.
"Client" means the individual or family who books or uses our Services.
"Booking" means a confirmed request for a specific Service on an agreed date and time.
"Booking Confirmation" means the written or electronic confirmation issued by us.
"Staff Member" means any employee, subcontractor, or agent assigned to carry out a Booking.
"Child" / "Children" means any person under the age of 18 placed in the care of a Staff Member.
"Body Camera" means a wearable audio-visual recording device operated by a Staff Member where opted into by the Client.
"DBS Check" means an Enhanced Disclosure and Barring Service check verifying suitability to work with children.
"Force Majeure" means any event beyond a party’s reasonable control, including severe weather, transport disruption, pandemic, or civil unrest.
"Dangerous Area" means any country or region subject to a UK FCDO “Advise Against All Travel” or “Advise Against All But Essential Travel” warning.
These Terms are governed by the laws of England and Wales. Disputes are subject to the exclusive jurisdiction of the courts of England and Wales. Consumer statutory rights under the Consumer Rights Act 2015 are not affected.
2. Our services
Butlers Inc. Limited provides premium, professionally delivered concierge and family support services:
Errand running: shopping, pharmacy trips, parcel collections, dry-cleaning, and household tasks.
Babysitting: professional childcare at the Client’s home by vetted, insured, DBS-checked Staff Members.
School pick-ups and drop-offs: authorised collection and delivery of Children, subject to advance authorisation.
House sitting: professional supervision of the Client’s home during absence.
Luggage and travel assistance: purchasing, packing, and arranging collection of luggage on the Client’s behalf (see section 13).
Courier and delivery services: collecting and delivering items within approved parameters (see section 14).
We are not a childcare introduction agency. Staff Members work under the Company’s supervision and direction. We reserve the right to extend, modify, or discontinue any Service. Where a material change affects a confirmed Booking, we will notify you and offer an alternative or full refund.
3. Bookings
3.1 How to make a booking
All Bookings must be made directly via www.butlersinc.com, by telephone, or by email at hello@butlersinc.com. A Booking is not confirmed until you receive a written Booking Confirmation.
You must provide accurate, complete information including the service address, type and duration of Service, the name and age of any Child, and all relevant medical, dietary, behavioural, or safeguarding details. Where a Booking involves pets, you must declare the species, breed, and temperament of any animal at the time of Booking. We reserve the right to decline any Booking at our absolute discretion.
3.2 Minimum booking period
All Bookings are subject to a minimum booking period of three hours unless otherwise agreed. You will be charged for the full minimum period even where the actual service is shorter, except where the Company cancels.
3.3 Short-notice bookings
Where a Booking is made with fewer than four hours’ notice, we cannot guarantee Staff Member availability. No charge applies if we are unable to fulfil the Booking.
3.4 Regular and repeat bookings
Regular arrangements should be agreed in writing. A separate Service Agreement may be issued. Each individual booking remains subject to these Terms.
3.5 Booking for third parties
Where you book on behalf of another person, you warrant you have authority to do so. You remain responsible for payment and compliance.
3.6 Staff Member assignment
We will notify you of the assigned Staff Member’s name before the Booking commences. You must not contact or engage Staff Members directly or outside the Company’s booking process.
4. Cancellations & changes
4.1 Cancellation by the Client
You may cancel a Booking at any time by contacting us at hello@butlersinc.com or by telephone. The following cancellation and refund schedule applies:
More than 72 hours’ notice: no charge; full refund within 5 business days.
72 to 48 hours’ notice: 25% of the Booking fee retained; 75% refunded within 5 business days.
48 to 24 hours’ notice: 50% of the Booking fee retained; 50% refunded within 5 business days.
Less than 24 hours’ notice: no refund; 100% of the Booking fee retained.
No-show (Staff Member attends, no responsible adult present, Client unreachable): 100% retained plus any reasonable travel costs incurred.
These charges reflect the costs of allocating and preparing Staff Members for Bookings and the inability to reallocate cancelled slots at short notice.
4.2 Cancellation by the Company
Where we cancel a Booking, you will receive a full refund within 5 business days. Alternatively, with your agreement, we may issue a credit note redeemable against any future Booking within 12 months. We will not be liable for any indirect or consequential losses arising from a Company-initiated cancellation.
4.3 Changes to bookings
Changes requested with fewer than 24 hours’ notice are treated as a cancellation of the original Booking and a new Booking, and cancellation charges may apply.
4.4 Late arrivals and extensions
The Staff Member will wait up to 15 minutes at no charge. Thereafter, additional charges apply at the hourly rate in 15-minute increments. If you are unreachable for more than 30 minutes beyond the agreed end time of a Booking involving a Child, the Company may contact emergency services. Any reasonable costs incurred may be charged to the Client.
5. Fees & payment
5.1 Pricing
All fees are as set out on our website or notified at Booking. All prices are in GBP inclusive of VAT where applicable. Confirmed Bookings will not be subject to price increases after a Booking Confirmation is issued. Additional charges may apply for travel outside our service area, extended hours, out-of-pocket expenses, late-night work beyond 11:00pm, and bank holidays.
5.2 Payment terms
Payment is due in full at the time of Booking unless otherwise agreed in writing. We accept credit card, debit card, and bank transfer. We reserve the right to charge interest on overdue invoices at 8% per annum above the Bank of England base rate, in accordance with the Late Payment of Commercial Debts (Interest) Act 1998 where applicable.
5.3 Expenses and disbursements
For shopping and errand Bookings, cleared funds must be provided in advance. All purchases will be accompanied by receipts. Unspent funds will be returned at Booking conclusion.
5.4 Refunds
Refunds are processed within 5 business days of cancellation confirmation using the original payment method. We do not issue refunds in cash. See the standalone Refund Policy for full details.
6. Staff vetting & insurance
6.1 DBS checks
All Staff Members deployed on Bookings involving children hold a current Enhanced DBS certificate. We cannot guarantee that a DBS certificate will disclose all relevant matters. Clients acknowledge the inherent limitations of background checking processes.
6.2 Other vetting procedures
Before any deployment, all Staff Members undergo: identity verification and right-to-work checks; at least two verified professional references; a Company interview; paediatric first aid training (for child-facing Bookings); safeguarding awareness training; and a Company induction covering conduct, confidentiality, and service standards.
6.3 Insurance
The Company maintains public liability, professional indemnity, and employers’ liability insurance for all Bookings. Certificates available on written request. Our insurance does not cover the Client’s personal property, contents, or vehicles unless specifically agreed in writing.
7. Your obligations
By making a Booking, you agree to:
Provide accurate, complete, and current information relevant to safe service delivery.
Ensure the service environment is safe, clean, and appropriate. Ensure pets are controlled and declare all animals, including breed and temperament, at the time of Booking.
Not make any Booking request that is false, misleading, or for a purpose other than the service described.
Treat all Staff Members with dignity and respect. Abusive, threatening, or harassing behaviour will result in immediate Booking termination and may result in permanent account suspension.
Not contact or engage Staff Members outside the Company’s booking process or solicit them for independent work.
Pay all fees promptly in accordance with these Terms.
Inform us immediately of any change in circumstances affecting a Booking, including changes to the address, number of children, or new health or safeguarding concerns.
Provide at least one emergency contact reachable during any Booking, plus a secondary contact.
Comply with reasonable instructions given by a Staff Member in the interest of safety or welfare.
8. Safeguarding & child welfare
The safety and welfare of children is our highest priority.
8.1 Information about children
Before any Booking involving a Child, you must disclose: the child’s full name and date of birth; all known health conditions, allergies, and medical needs; any medication and how it should be administered; any behavioural or additional support needs; any custody arrangements, restrictions, or court orders; and any person who must not have contact with the child during the Booking. You warrant all information is accurate and complete. The Company shall not be liable for adverse outcomes arising from information not disclosed.
8.2 Medical care
Staff Members are trained in paediatric first aid but are not medical professionals. They may not administer prescription medication without a separate written agreement. In a medical emergency, the Staff Member will call emergency services and notify you immediately.
8.3 Safeguarding concerns
Where a Staff Member has reasonable grounds to believe a Child may be at risk, they are required to report to the Company immediately. The Company may refer to children’s services, the police, or other statutory authorities. A good-faith referral does not constitute a breach of these Terms.
8.4 Pets — dangerous dogs and animals
You must declare all pets at Booking, including breed and temperament. Where a property contains a dog of a restricted or prohibited breed under the Dangerous Dogs Act 1991 (including Pit Bull Terrier, Japanese Tosa, Dogo Argentino, and Fila Brasileiro), or any dog with a known history of aggression, Staff Members reserve the right to refuse entry or decline to work in the animal’s presence. Failure to disclose a dangerous or aggressive animal is a material breach of these Terms. The Company will not be liable for injury to a Staff Member arising from an animal the Client failed to disclose.
9. Body camera monitoring
Body camera monitoring is an optional, opt-in feature, not activated by default. It must be requested and confirmed in the Booking Confirmation.
9.1 How it works
Where opted in, the assigned Staff Member wears a recording device during the Booking. Footage is transmitted securely to our encrypted cloud storage at Booking conclusion. Cameras will never be activated in bathrooms, changing areas, or any space where a reasonable expectation of privacy exists, regardless of any instruction to the contrary.
9.2 Consent and third parties
By opting in, you consent to audio-visual recording in service locations. Where Services are delivered in shared spaces, schools, or third-party properties, you are responsible for ensuring recording is permitted.
9.3 Storage and retention
Footage is stored on encrypted UK/EEA servers and retained for 30 days from recording, then permanently deleted unless required for an active complaint, safeguarding investigation, or legal proceeding (retained until resolution plus 12 months). Footage requests must be submitted as a Subject Access Request to hello@butlersinc.com within the 30-day period.
10. School pick-ups & drop-offs
10.1 Authorisation
Before any school Booking, you must provide written authorisation specifying the Child’s full name and date of birth, the school’s name and address, the authorised Staff Member’s name, any collection protocols, and any agreed password. You are responsible for registering the Company and Staff Member with the school. The Company is not responsible for any refusal by a school to release a Child.
10.2 Change of Staff Member
If the assigned Staff Member changes after school registration, we will notify you. You are responsible for updating the school’s records. We will not attempt a collection by an unregistered Staff Member.
10.3 Handover and responsibility
Our responsibility for the Child begins at collection and ends upon handover to the Client or a designated responsible adult. If no responsible adult is at drop-off and the Client is unreachable for more than 15 minutes, we may take reasonable steps for the Child’s safety. We are not responsible for incidents before collection or after drop-off handover.
11. House sitting
11.1 Access and security
You must provide lawful access to the property. You warrant you are the legal owner, occupier, or have the owner’s express authorisation. All access credentials are treated as strictly confidential and returned or securely destroyed on Booking completion. You must inform us of all security arrangements, alarm systems, and access restrictions before the Booking.
11.2 Care of the property
The Staff Member will take reasonable care of the property, will not admit third parties without prior written consent, and will report any damage, security incident, or emergency to you and, where necessary, to emergency services without delay.
11.3 Pets and utilities
Care of pets and utilities must be specified and agreed at Booking. The Staff Member is not required to handle any animal presenting a safety risk. Where a restricted or dangerous breed is present as described in section 8.4, specific arrangements must be made with the Company before Booking confirmation.
11.4 Prohibited conduct
The following are strictly prohibited: consuming alcohol on the premises; smoking or e-cigarettes inside the property; use of recreational drugs; using the Client’s personal property (including vehicles, electronics, or financial instruments) without explicit prior written consent; inviting third parties to the property; accessing personal correspondence, documents, or digital accounts; and taking photographs or recordings of the property’s interior for any personal purpose.
11.5 Property insurance
You are responsible for maintaining adequate buildings and contents insurance. Our public liability insurance covers bodily injury caused by Staff Member negligence but does not cover damage to the property or its contents.
12. Errand & concierge services
12.1 Scope
Our errand and concierge service covers practical personal tasks including shopping, pharmacy collections, parcel drop-offs and collections, and dry-cleaning. We do not offer commercial courier, haulage, or bulk delivery services.
12.2 Client instructions
You must provide clear and accurate instructions at the time of Booking. Where exact items are unavailable, the Staff Member will use reasonable judgment and notify you where possible.
12.3 Funds and receipts
For shopping errands, cleared funds must be provided in advance. All purchases are accompanied by receipts. Unspent funds are returned at Booking conclusion.
12.4 High-value or sensitive items
Items exceeding £500 in value, specialist goods, or sensitive personal documents must be declared at Booking. Additional arrangements including enhanced insurance may be required. We reserve the right to decline Bookings involving items we consider to present an unacceptable risk.
12.5 Right to refuse outlandish or unreasonable requests
We reserve the right to decline any request that falls outside the reasonable scope of our Services, is impractical to perform, requires specialist expertise or licences we do not hold, is unlawful, or that we consider in our reasonable judgment to be unreasonably outlandish or disproportionately burdensome. We will notify you promptly and will not charge for services we decline to provide.
12.6 Delays
We shall not be liable for losses arising from delays caused by factors outside the Staff Member’s reasonable control. We will keep you informed of significant delays.
13. Luggage & travel assistance
Butlers Inc. offers a premium luggage and travel assistance service. The following specific terms apply in addition to the general Terms.
13.1 Scope of service
Our luggage service includes: sourcing and purchasing appropriate luggage on the Client’s behalf; packing the Client’s belongings professionally and securely; and arranging scheduled collection of luggage by an authorised third-party carrier for onward delivery.
13.2 No pre-packed luggage accepted
For safety, security, and insurance purposes, our Staff Members will not accept, handle, or arrange collection of luggage that has already been packed by the Client or any third party prior to the commencement of our service. All packing must be carried out by our Staff Member from scratch in accordance with the Client’s instructions. Any item presented in a pre-packed state will be declined. No liability attaches to the Company in respect of any such item.
13.3 Purchasing luggage on your behalf
Where we purchase luggage for you, you must provide a clear specification, cleared funds to cover the purchase and a reasonable shopping fee, and advance confirmation of the destination. Receipts will be provided for all purchases. Ownership passes to the Client upon purchase. We do not accept returns of items purchased on your behalf unless the item is faulty.
13.4 Carrier bookings
Where we book a luggage collection service on your behalf, we do so as your agent. The contract for collection and delivery is between you and the carrier. We are not responsible for any loss, damage, delay, or failure to deliver by the carrier. We recommend appropriate insurance for high-value items in transit.
13.5 Prohibited items
Our Staff Members will not pack, handle, or arrange collection of: illegal items; controlled substances; dangerous goods as defined by IATA or ICAO regulations; items prohibited by destination customs regulations; firearms or offensive weapons; items exceeding £5,000 in value without prior written agreement and appropriate insurance; or any item the Staff Member reasonably believes may present a safety, legal, or reputational risk.
13.6 No travel to dangerous areas
Our Staff Members will not travel to, through, or in connection with any Dangerous Area as defined in section 1. Bookings requiring travel to a Dangerous Area will be declined or cancelled with a full refund.
14. Courier & delivery services
14.1 Right to inspect
The Company reserves the right to inspect any item presented for collection or delivery prior to accepting it for transportation. This right exists to ensure legal compliance, Staff Member safety, and that items fall within our service scope. Inspection may include examination of outer packaging, requesting the Client to open the item for visual inspection, and requesting a declaration of contents. Our Staff Members will not transport any item where inspection is refused or where contents cannot be verified.
14.2 Prohibited items
The following will not be collected, transported, or delivered under any circumstances:
Controlled drugs or any substance illegal under the Misuse of Drugs Act 1971
Firearms, ammunition, or offensive weapons
Hazardous, flammable, or explosive materials
Live animals
Human remains or biological samples
Counterfeit or stolen goods
Any item the Staff Member has reasonable grounds to believe is connected with unlawful activity
Cash or negotiable instruments exceeding £500 without prior written agreement
14.3 No travel to dangerous areas
Staff Members will not travel to or through any Dangerous Area in connection with any courier or delivery Booking. Such Bookings will be declined or cancelled with a full refund.
14.4 Liability for items in transit
Our liability for loss of or damage to items in our custody is limited to the lesser of the item’s market value and £500, unless a higher value has been declared and agreed in writing and additional insurance arranged. We are not responsible for loss or damage arising from inadequate packaging, the inherent fragility of the item, Force Majeure, or the Client’s failure to disclose the nature or value of the item.
15. Services not provided by Butlers Inc.
The following services fall outside the scope of what we provide and we do not accept Bookings for them:
Domestic cleaning, deep cleaning, or professional cleaning services
Housekeeper or home management placements on a permanent or regular basis
Gardening, landscaping, or external property maintenance
Vehicle servicing, valeting, or mechanical work
Plumbing, electrical, building, or other trade services
Childminding or nursery provision requiring Ofsted registration
Private tutoring or educational provision
Medical care, nursing, or domiciliary care services
Legal, financial, or professional advisory services
Any service requiring a professional licence, regulatory registration, or specialist qualification the Company does not hold
The Company will not be liable for any loss arising from a Client’s attempt to use our Services as a substitute for any of the above. Where a Client requires any such service, we may refer to third-party providers as a courtesy only. We do not vet, endorse, or accept liability for referred providers.
If you are unsure whether your requirement falls within our scope, please contact us at hello@butlersinc.com before making a Booking.
16. Liability & indemnity
16.1 Our liability to you
Subject to section 16.3, the Company’s total liability for any single Booking or series of related Bookings shall not exceed the total fees paid for those Bookings.
The Company shall not be liable for indirect, consequential, special, or punitive loss, including loss of earnings, property use, enjoyment, damage to personal property, or costs of alternative childcare, however arising.
The Company shall not be liable for loss or damage arising from: the Client’s failure to disclose relevant information; the Client’s breach of these Terms; acts of third parties not employed or supervised by the Company; Force Majeure; services listed in section 15; or any referred third-party provider.
16.2 Your indemnity to us
You agree to indemnify and hold harmless the Company and its Staff Members from any claims, losses, damages, costs, or expenses (including legal fees) arising from your breach of these Terms, false or misleading information, unlawful instructions, or any third-party claim arising from your use of our Services.
16.3 Matters we cannot limit
Nothing in these Terms excludes or limits liability for: death or personal injury caused by the Company’s negligence; fraud or fraudulent misrepresentation; or any other liability that cannot lawfully be excluded.
16.4 Force Majeure
The Company shall not be in breach of these Terms for any delay or failure resulting from a Force Majeure event. We will notify you as soon as practicable and offer a full refund or alternative Booking as appropriate.
Consumer statutory rights under the Consumer Rights Act 2015 are not affected by these Terms.
17. Acceptable conduct
The following conduct is not acceptable and may result in immediate Booking termination and/or permanent account suspension:
Physical or verbal abuse, threatening behaviour, or harassment directed at any Staff Member
Discrimination on any protected characteristic under the Equality Act 2010
Requesting or encouraging a Staff Member to act illegally, unlawfully, or contrary to Company policy
Providing false or misleading information when making or during a Booking
Attempting to obtain services without payment
Soliciting or attempting to engage a Staff Member for private or independent work
Attempting to disable, obstruct, or interfere with body camera equipment
Failing to disclose dangerous dogs, aggressive animals, or other material hazards
Using our Services for any unlawful purpose
Where a Booking is terminated due to unacceptable conduct by the Client, no refund will be issued for any portion of the Booking fee.
18. Suspension & termination
18.1 Termination by you
You may stop using our Services at any time. For regular arrangements, 14 days’ written notice is required. Confirmed Bookings remain subject to these Terms including cancellation charges.
18.2 Termination by us
We reserve the right to suspend or terminate your access with immediate effect where: you are in material breach of these Terms; your conduct poses a risk to Staff Members or Children; you have provided false or fraudulent information; you have attempted to engage Staff Members outside the booking process; or a legal or safeguarding obligation requires us to do so.
18.3 Effect of termination
Termination does not affect accrued rights or liabilities of either party, nor any provision expressed to survive termination.
19. Complaints
19.1 How to make a complaint
Submit complaints in writing to hello@butlersinc.com within 14 days of the relevant Booking, including your name, Booking reference, description of the issue, and the outcome you are seeking. We will acknowledge within 2 business days and respond fully within 10 business days (up to 20 days for complex matters).
19.2 Escalation
If you are not satisfied with our response, you may refer the matter to an independent mediator or relevant regulatory authority. Nothing in this procedure affects your right to take legal proceedings.
20. General provisions
20.1 Entire agreement
These Terms, the Booking Confirmation, Privacy Notice, Cookie Policy, and Refund Policy constitute the entire agreement between you and the Company, superseding all prior agreements and understandings.
20.2 Amendments
We may update these Terms at any time. The current version is always at www.butlersinc.com. Material changes will be notified before taking effect. Continued use constitutes acceptance.
20.3 Severability
If any provision is found invalid or unenforceable, the remaining provisions continue in full force.
20.4 Waiver
No failure to exercise a right under these Terms constitutes a waiver of that right or any subsequent breach.
20.5 Third-party rights
No person who is not a party to these Terms may enforce any of its provisions under the Contracts (Rights of Third Parties) Act 1999.
20.6 Assignment
You may not assign your rights or obligations without our prior written consent. We may assign ours as part of a reorganisation or business transfer without adversely affecting your rights.
20.7 Governing law & jurisdiction
These Terms and all disputes (including non-contractual) are governed by the law of England and Wales. The courts of England and Wales have exclusive jurisdiction.
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 · Terms & Conditions v1.1 · Effective April 2026