Terms of service

1. Service agreement

Formation

This agreement is entered into between Hudson Guardian Home Management (“the Company”, “we”, “us”) and you (“the Client”) upon all of the following: completion of the property assessment; selection of a service plan; execution of the written service agreement; and payment of the first month’s fee.

Commencement

Service begins on the first day of the month following execution, unless agreed otherwise in writing. A partial first month is prorated.

Territory

We serve Westchester County, New York and Fairfield County, Connecticut. Properties outside these counties are accepted only where we can meet the response commitments in your plan.

2. Plans and pricing

Guardian Service — $395 per month

Bi-weekly interior and exterior inspections, monthly photographic reporting, mail and package handling, keyholder and access protocol, up to two vendor service calls per month, seasonal checklists, and business-hours support.

Peace of Mind Service — $995 per month

All Guardian services, plus weekly inspections, 24/7 emergency coverage with a two-hour dispatch commitment, up to five hours of project oversight per month, up to three concierge appointments per month, seasonal property preparation, and a dedicated property manager.

Overage rates

Guardian vendor oversight beyond the included two calls is billed at our standard hourly rate. Peace of Mind project management beyond five hours per month is billed at $125 per hour. Emergency callouts carry a $150 dispatch fee.

Price changes

Fees are billed on the first of each month. Prices are subject to annual review on sixty days’ written notice. There are no setup fees and no cancellation penalties.

3. Service level commitment

We publish the standards we hold ourselves to, and we apply a credit when we fail to meet one:

• Inspection cadence. A scheduled inspection we fail to perform is credited to your next invoice at the pro-rata value of that visit.
• Report delivery. Monthly reports are delivered by the fifth day of the following month. A late report has its pro-rata fee credited.
• Emergency dispatch. Peace of Mind emergencies receive dispatch within two hours. Where we miss that window, the $150 dispatch fee is waived and a service credit is applied.
• Correspondence. Non-urgent enquiries receive a reply within four business hours; unanswered enquiries are escalated to the principal the same day.

What is not offered

We do not refund fees for services already rendered. Inspections walked, vendor appointments attended, project hours worked and emergency responses performed are completed labour and are not refundable, in whole or in part, whether the request is made within the first month or at any later point. Where our performance falls short of a published commitment above, the remedy is the stated credit against future service.

This is deliberate, and it works in both directions: the plans are month to month with no minimum term, so a client who is dissatisfied may stop at any time on thirty days’ notice rather than remain in an arrangement that is not working.

Outcomes we do not guarantee

We do not warrant the work of third-party contractors, guarantee that a property will not suffer damage, or guarantee any particular outcome from maintenance recommendations. We provide diligent oversight; we do not insure the building.

4. Client responsibilities

To allow us to perform, you agree to:

• Provide accurate access information — keys, codes, gate and alarm procedures — and update us promptly when any of it changes.
• Disclose known hazards or defects, including structural, electrical, environmental or pest conditions.
• Maintain the property insurance appropriate to the building, and to its periods of vacancy. Many policies contain vacancy clauses; it is your responsibility to confirm your coverage remains in force.
• Name anyone else with lawful access to the property.
• Authorise or decline recommended work in reasonable time, and pay contractors directly for work performed.
• Keep utilities active and the property in a condition that can be safely entered.

5. Our responsibilities

We agree to perform inspections at the cadence in your plan; document every visit and provide the reports described; hold access information securely; attend and supervise coordinated vendor visits; notify you promptly of anything material we find; maintain licensing, bonding and insurance appropriate to the work; and act in good faith in your interest at all times.

6. Property access and security

Access information is stored under controlled conditions, with physical keys held in an audited lockbox system and digital codes held encrypted and separately from your property record. Access is restricted to your assigned property manager and the principal.

Every entry is logged with date, time, personnel and purpose, and appears in your reporting. We will not admit any party to the property who is not authorised by you in advance, except where emergency services or a utility require entry to prevent imminent harm or damage — in which case you are notified immediately.

On termination, physical keys are returned in person and we confirm in writing that stored codes have been purged. We recommend changing codes on termination regardless.

7. Liability and insurance

We maintain general liability, professional liability, workers’ compensation and commercial auto coverage, together with a surety bond covering our personnel. Certificates are provided before service begins and on request thereafter.

Our liability is limited to direct damages caused by our own negligence, and in aggregate does not exceed the total fees you have paid us in the twelve months preceding the event. We are not liable for indirect or consequential losses, for the acts, omissions or workmanship of third-party contractors, for pre-existing conditions, for events outside our reasonable control, or for loss arising from access information you have shared with parties other than us.

Nothing in these terms limits liability that cannot lawfully be limited.

8. Payment terms

Fees are billed monthly in advance, on the first of the month. Accepted methods are set out on your invoice. Invoices unpaid after fifteen days may result in suspension of service after written notice; accounts unpaid after thirty days may be terminated. Contractor costs are settled directly between you and the trade unless separately agreed in writing.

9. Termination

Either party may terminate on thirty days’ written notice, with no penalty. We may terminate immediately where a property presents an unsafe working environment, where access information is materially inaccurate, where fees remain unpaid after notice, or where our personnel are subjected to abusive conduct.

On termination we return keys, release codes, deliver your inspection history and photographic record, and invoice for services performed to the termination date. Prepaid fees covering periods after the termination date are refunded — that is unearned money, and it is returned.

10. Emergency services

An emergency is a condition posing an immediate threat to the property or its occupants: active water intrusion, heating or cooling failure in extreme weather, fire or security alarm activation, loss of power affecting critical systems, or structural compromise.

In an emergency we are authorised to take reasonable protective measures without prior approval, including engaging emergency trades, up to a spend limit you set in your service agreement. Above that limit we seek your authorisation, and if you cannot be reached we act only to prevent imminent further damage. All emergency actions are documented and reported to you as soon as practicable.

11. Vendor coordination

We coordinate contractors as your agent; we do not employ them and we do not warrant their work. You may direct us to use your own trades, and we will. Where you ask us to select one, we choose from a vetted network on the basis of licensing, insurance and record.

Contracts for work are between you and the contractor. Warranty claims lie against the contractor. We will document, pursue and escalate on your behalf, but we cannot assume the contractor’s obligations.

12. Confidentiality

Information about you, your property, your travel patterns, your household and your security arrangements is confidential. We do not disclose it except as required by law, as necessary to perform the service with your authorisation, or in an emergency involving safety. This obligation survives termination indefinitely.

We do not use client addresses, photographs or names in marketing without separate written permission.

13. General

These terms are governed by the laws of the State of New York. Disputes are subject to the exclusive jurisdiction of the courts of New York State, and both parties agree to attempt good-faith resolution before commencing proceedings.

If any provision is held unenforceable, the remainder stands. These terms, together with your signed service agreement, constitute the entire agreement between us and supersede prior discussions. We may amend these terms on thirty days’ written notice; continued service after that date constitutes acceptance, and if you do not accept, you may terminate without penalty.