SERVICE POLICIES

1. PURPOSE OF THESE SERVICE POLICIES

These Service Policies explain how Dorm Butler services generally operate and what customers can expect when using Dorm Butler.

They provide operational guidance for laundry services and Butler services, including pickup and return procedures, customer responsibilities, laundry care, service requests, property handling, and service concerns.

These Service Policies should be read together with the Dorm Butler Terms & Conditions, Privacy Policy, Cancellation and Refund Policy, SMS & Text Messaging Terms, Accessibility Statement, and Disclaimer, as applicable.

These Service Policies do not replace the Dorm Butler Terms & Conditions.

2. SERVICE AVAILABILITY

Dorm Butler services are offered only within the service areas, campuses, locations, schedules, and availability communicated by Dorm Butler.

Service availability may depend on:

• Campus or service location

• Semester schedule

• Route availability

• Capacity

• Staffing

• Customer eligibility

• Service type

• Advance planning requirements

• Campus or residence requirements

• Safety considerations

• Other operational circumstances

The availability of a service on the Dorm Butler website does not guarantee that the service is available for every customer, campus, date, or request.

Dorm Butler may limit or temporarily suspend service availability when operational conditions require it.

3. CUSTOMER ACCOUNTS AND SERVICE INFORMATION

Customers are responsible for providing accurate information when creating or using a Dorm Butler account.

This may include contact information, campus information, residence information, pickup or return information, service preferences, care instructions, and other information reasonably necessary to perform a requested service.

Customers should keep account information current.

If information changes after a service is scheduled or purchased, the customer should notify Dorm Butler as soon as reasonably possible.

Dorm Butler may rely on the information associated with the customer’s account when planning and performing services.

4. LAUNDRY SERVICE PROCESS

Dorm Butler laundry services are designed to provide customers with a structured pickup, laundering, and return experience.

Customers are responsible for following the applicable instructions provided for their campus, account, package, or service.

The laundry process may include:

• Preparing laundry for pickup

• Placing laundry at the approved pickup location

• Following applicable pickup instructions

• Laundry handling and care

• Processing according to applicable service procedures

• Preparing completed laundry for return

• Returning laundry to the applicable approved location

Specific pickup and return details may vary by campus, service area, semester, package, or customer account.

5. PICKUP LOCATIONS

Customers must use the pickup location designated by Dorm Butler for their applicable service.

Dorm Butler may use designated residence hall areas, campus locations, collection points, or other approved locations.

Customers should not leave laundry in an unauthorized location or in an area where it may be inaccessible, unsafe, exposed to weather, or subject to removal by a third party.

If a customer is unsure where laundry should be placed, the customer should contact Dorm Butler before the applicable pickup window.

6. PICKUP WINDOWS

Pickup days and applicable pickup windows are communicated through the Dorm Butler customer experience, including the customer’s account or campus specific information where applicable.

Customers should have laundry ready at the approved pickup location by the beginning of the applicable pickup window.

A pickup window is a service window, not a guarantee of an exact pickup time.

Customers should not assume that a Dorm Butler team member will return later to collect laundry that was not ready during the applicable window.

7. MISSED PICKUPS

If laundry is not available when Dorm Butler arrives during the applicable pickup window, the pickup may be considered missed.

Customers should notify Dorm Butler as soon as possible if they know they will be unable to provide laundry for a scheduled pickup.

A missed pickup may affect route availability and may not be able to be rescheduled during the same week.

Any applicable package, scheduling, cancellation, or rescheduling rules are governed by the customer’s service terms and account information.

8. RETURN OF COMPLETED LAUNDRY

Completed laundry will be returned according to the applicable service schedule and designated return process.

Customers are responsible for retrieving returned laundry from the approved location or following any other return instructions provided for their service.

Customers should review returned laundry promptly and contact Dorm Butler if something appears to be missing, damaged, incorrectly handled, or otherwise inconsistent with the expected service.

9. LAUNDRY CARE INSTRUCTIONS

Dorm Butler will follow applicable care information and customer instructions that have been properly provided.

Customers should provide accurate care instructions before pickup when an item requires special attention.

Customers should not assume that a general laundry request communicates specialized care instructions.

If an item requires handling outside the ordinary scope of the service, Dorm Butler may determine that additional review, instructions, or a different service arrangement is necessary.

10. CARE LABELS

Customers should provide items with readable manufacturer care labels whenever available.

Care labels may provide important information regarding washing, drying, temperature, bleaching, ironing, or other treatment.

Dorm Butler may rely on available care labels when determining appropriate laundry handling.

If an item has no readable care label, conflicting care information, or unusual handling requirements, Dorm Butler may determine that the requested service cannot be performed as requested.

11. ITEMS WITH EXISTING DAMAGE OR WEAR

Customers should not submit items that are already damaged, significantly worn, weakened, deteriorated, or otherwise compromised without understanding that ordinary laundering may affect such items.

Existing conditions may include:

• Tears

• Loose seams

• Weak fabric

• Fading

• Cracking

• Peeling

• Shrinkage from previous washing

• Previous staining

• Previous chemical treatment

• Decorative elements that are already loose

• Other signs of wear or deterioration

Dorm Butler cannot guarantee that an item will remain unchanged when an existing condition makes the item unusually susceptible to ordinary laundering.

Applicable claims and limitations are also addressed in the Dorm Butler Terms & Conditions.

12. STAINS, ODORS, AND CLEANING RESULTS

Dorm Butler will make reasonable efforts to process laundry according to the applicable service procedures and care information.

Cleaning results vary depending on the item and the condition being treated.

Dorm Butler does not guarantee complete removal of every stain, odor, discoloration, residue, or other condition.

Conditions that existed before pickup may remain after processing or may become more noticeable after cleaning.

Customers should provide relevant information about unusual stains, contamination, or special circumstances before service when possible.

13. POCKETS AND PERSONAL ITEMS

Customers must check pockets and remove personal property before submitting laundry.

This includes, without limitation:

• Money

• Identification

• Credit or debit cards

• Keys

• Electronics

• Earbuds

• Jewelry

• Medications

• Documents

• Personal accessories

• Other property that should not be laundered

Customers should not rely on Dorm Butler to identify or remove personal property from pockets.

14. PROHIBITED AND RESTRICTED ITEMS

Customers must not submit items prohibited by the Dorm Butler Terms & Conditions or otherwise identified by Dorm Butler as unsafe or outside the scope of service.

Dorm Butler may decline to process an item that presents a safety, contamination, legal, handling, transportation, or operational concern.

If an item is discovered that should not have been submitted, Dorm Butler may determine the appropriate handling based on the circumstances and applicable policies.

Customers are responsible for reviewing the prohibited and restricted item requirements before submitting laundry.

15. LAUNDRY SEPARATION AND PREPARATION

Customers should follow any preparation instructions provided by Dorm Butler for their applicable service.

Where Dorm Butler provides instructions concerning bags, labeling, separation, sorting, or other preparation requirements, customers should follow those instructions.

Customers should not combine items that require materially different handling without providing appropriate instructions.

If a customer has special preferences concerning sorting or handling, those preferences should be communicated before pickup when the applicable service allows for such instructions.

16. LOST OR MISSING ITEMS

If a customer believes an item is missing, the customer should contact Dorm Butler promptly.

Dorm Butler may review the applicable service record, pickup information, return information, customer account information, and other available information to investigate the concern.

Customers should provide enough information to identify the item and the relevant service.

The handling of claims involving loss or damage is governed by the Dorm Butler Terms & Conditions.

17. DAMAGE OR QUALITY CONCERNS

If a customer believes an item was damaged during service or that a service concern occurred, the customer should contact Dorm Butler promptly.

Customers should provide a description of the issue and any information reasonably requested to assist with the review.

Dorm Butler may request photographs or other information when appropriate.

Claims, remedies, limitations, and applicable requirements are governed by the Dorm Butler Terms & Conditions.

18. BUTLER SERVICES

Dorm Butler Butler services may include services such as Laundry Butler, Event or Birthday Butler, Errand Butler, and other Butler service offerings that Dorm Butler may introduce.

Each Butler service is subject to its applicable service description, scope, availability, pricing, scheduling requirements, and customer instructions.

A customer request does not automatically mean that Dorm Butler has accepted the request.

A service may require review, confirmation, a quote, advance planning, or other approval before work begins.

19. SERVICE REQUESTS

Butler service requests may be submitted through the applicable Dorm Butler customer process.

Dorm Butler may review a request before accepting it.

Review may include:

• Requested service

• Scope of work

• Location

• Timing

• Availability

• Safety considerations

• Purchasing requirements

• Campus or residence requirements

• Customer instructions

• Other circumstances affecting the request

Dorm Butler may decline a request that falls outside the available service scope or cannot reasonably be completed.

20. QUOTED SERVICES

Some Butler services may require a quote before the service is accepted.

A quote may depend on the information provided by the customer and the scope of the requested service.

A quote is not necessarily a confirmation of service until the customer has accepted the applicable quote and any required payment or approval has been completed.

If the scope changes after a quote is accepted, Dorm Butler may review the change and provide updated pricing or service terms before additional work proceeds.

21. ERRAND SERVICES

Errand services are limited to requests that Dorm Butler has agreed to perform.

An errand may involve purchasing, pickup, delivery, retrieval, or another approved task.

Availability may depend on the requested item, store, location, schedule, transportation, campus requirements, vendor policies, and other circumstances.

Dorm Butler does not guarantee the availability of a particular product, brand, store, vendor, appointment, or location.

Dorm Butler may decline errands involving prohibited, unsafe, unlawful, age-restricted, or otherwise inappropriate items or activities.

22. PURCHASING FOR CUSTOMERS

When an accepted Butler service involves purchasing an item on behalf of a customer, the customer may be responsible for the cost of the item and any applicable service charges communicated before the purchase.

Product availability and pricing may change before a purchase is completed.

If a requested item becomes unavailable, Dorm Butler may contact the customer regarding available alternatives when appropriate.

Dorm Butler will not knowingly purchase an item that falls outside applicable service restrictions.

23. BIRTHDAY AND EVENT SERVICES

Birthday and event services may require advance planning.

The applicable service may include coordination of approved items, decorations, gifts, deliveries, setup, or other components within the agreed service scope.

A birthday or event request is not confirmed until Dorm Butler has accepted the request and communicated the applicable service details.

Customers are responsible for providing accurate event information, including the applicable date, location, timing, preferences, and other information reasonably necessary to complete the service.

24. SUBSTITUTIONS

If a requested product or item is unavailable, Dorm Butler may communicate the issue and discuss an alternative when appropriate.

Dorm Butler will not assume that an unavailable product can simply be replaced with an unrelated product without considering the customer’s request and the applicable service scope.

Where customer approval is required before a substitution, Dorm Butler will seek approval before proceeding.

25. CUSTOMER ACCESS AND CAMPUS RULES

Dorm Butler follows applicable campus, residence, housing, building, and access requirements.

Customers are responsible for following any instructions concerning where laundry or other items may be left for pickup or return.

Dorm Butler may not be permitted to enter private rooms, residence spaces, restricted buildings, or other areas without appropriate authorization.

Dorm Butler will use the approved pickup or delivery location applicable to the service.

26. PRIVATE SPACES

Dorm Butler does not enter private customer spaces beyond the approved pickup or delivery point unless a specific service arrangement has been accepted and the applicable location permits access.

Customers should not provide Dorm Butler with access credentials, keys, access codes, or other security information unless such access has been expressly requested and approved for the applicable service.

Customers should follow all campus and residence rules concerning access.

27. SERVICE SAFETY

Dorm Butler may decline or modify a service when conditions create a reasonable safety concern.

Safety considerations may include the requested item, location, environment, transportation requirements, building restrictions, weather, hazardous conditions, prohibited materials, or other circumstances.

Dorm Butler may stop or modify a service if conditions change and continuing as originally planned would create a safety concern.

28. CUSTOMER RESPONSIBILITIES

Customers are responsible for:

• Providing accurate service information

• Following pickup and return instructions

• Preparing laundry as required

• Removing personal property from pockets

• Providing accurate care instructions

• Identifying items requiring special handling

• Following campus and residence requirements

• Providing timely responses when Dorm Butler needs information

• Reviewing service details before accepting a quote or service

• Not submitting prohibited or restricted items

• Reporting service concerns promptly

• Keeping account and contact information current

Customers are also responsible for reviewing the applicable Dorm Butler policies before purchasing or requesting a service.

29. CHANGES TO SERVICE REQUESTS

Customers may request changes to an accepted service request.

A requested change is not guaranteed.

Changes may affect pricing, scheduling, availability, route planning, purchasing, or the scope of the service.

Dorm Butler will communicate applicable changes before proceeding when the change materially affects the service.

30. MISSED OR DELAYED CUSTOMER RESPONSES

Some services may require customer confirmation, instructions, approval, access information, or other communication.

If Dorm Butler cannot obtain information reasonably necessary to perform a service, the service may be delayed, modified, or unable to proceed.

Customers should respond promptly when Dorm Butler requests information necessary to complete an accepted service.

31. SERVICE INTERRUPTIONS

Service may be affected by circumstances outside Dorm Butler’s reasonable control.

These may include:

• Severe weather

• Campus closures

• Building closures

• Transportation disruptions

• Technology interruptions

• Utility interruptions

• Public safety conditions

• Unexpected access restrictions

• Third party service interruptions

• Other circumstances that materially interfere with operations

When an interruption occurs, Dorm Butler may adjust pickup, return, scheduling, service scope, or other arrangements as appropriate.

32. COMMUNICATION ABOUT SERVICE ISSUES

Customers should contact Dorm Butler as soon as reasonably possible when they believe a service issue has occurred.

Customers may be asked to provide information such as:

• Order or service details

• Item descriptions

• Photographs

• Pickup or return information

• Relevant instructions

• A description of what occurred

This information may help Dorm Butler review the service record and determine an appropriate response.

33. CONTACT

Questions about these Service Policies may be directed to Dorm Butler through the existing contact page or by using the contact information below.

Dorm Butler

Email: hello@yourdormbutler.com

Phone: 1-844-D-BUTLER

Mailing Address:

[BUSINESS MAILING ADDRESS TO BE UPDATED]

34. UPDATES TO THESE SERVICE POLICIES

Dorm Butler may update these Service Policies as services, operations, technology, campus requirements, or customer processes change.

When these Service Policies are updated, the revised version may be posted on the Dorm Butler website with an updated effective date or last updated date.

Customers are encouraged to review these policies periodically.

CONTACT

Questions about this document can be sent to Dorm Butler through our contact page.