General

Lionheart+ offers home repair services and small-project coordination, generally considered “handyman” work. Our concierge service offers job coordination for jobs not exceeding the local definition of a handyman scope of work. All situations that require additional licensing are referred to our partner service providers. Lionheart+ operates within Lionheart Construction, a licensed construction company. Jobs coordinated by our concierge instead of directly scheduled service calls may be required to sign Lionheart Construction’s abbreviated contract for service work.

Service Calls

Service calls are scheduled in advance using our online scheduling software. The time booked is a guaranteed number of hours on-site or running errands during and related to you service call. You are not responsible for the time required to initially arrive at your location, nor after leaving the site or upon completion of any errands. Times may be adjusted by verbal confirmation with your technician, but may not conflict with the company policies. Where possible, rescheduled service calls are adjusted in the calendaring system to reflect the changes, but this may not always be possible. It is preferable to keep a communication history with your technician via text message or other means to ensure proper understanding. Lionheart+ nor its technicians can guarantee the completion of tasks within the scheduled timeframe due to any number of variables that normally arise during a service call or project, however, technicians will do their best to give time estimates once onsite and the projects to be completed have been reviewed.

Deposits & Payments

A deposit is required to reserve a specific service time. Deposits are approximately 50% of the base charge for the service call, which does not include any extra time or the materials that may be used. The remaining charges are due at the end of the service call, payable in person or over the phone via credit or debit card. Payments may be made via other methods only under extenuating circumstances and with the approval of Lionheart+ management.

Additional Times & Limitations

Additional hours are charged at regular hourly rates. Additional time is generally charged in increments rounded up to the nearest half-hour. Some service calls are billed at discounted rates. These discounted rates are not extended to the additional time. Additional hours beyond scheduled service call times are at the discretion and availability of Lionheart+ technicians and must be approved verbally or otherwise by the client before work can continue. Frequently, it is more efficient for a technician to continue work once already on site than to have to return at a later time. Clients that request “unscheduled” return visits will be accommodated as best as possible, at the technician’s discretion, but may be billed for travel time to the site if asked to do so. Technicians are prompted to ensure that a client’s full task list is completed and will make accommodations to preschedule return visits in advance so as to avoid additional costs for the client. A minimum of 1 hour is charged for any service call. This charge may be more for cancelled or rescheduled service calls. Jobs exceeding 7.5 hours in an 8-hour workday, or 9.5 hours in a 10-hour work day (per the specific technician and day) will be billed emergency call out/overtime rates. Overtime rates are 1.5 times the regular hourly rate. Emergency call out rates are 2 times the regular hourly rates, and include travel time to the site if not already on site. Emergency rates generally apply to times after 6 PM through 7 AM on weekdays and all weekends and holidays. Overtime rates may also apply to all Friday hours between 7 AM and 6 PM if the technician called out normally works a 10-hour work day.

Materials & Returns

Material purchases may be made by the client at their own expense, or may be purchased by the technician with client approval/instruction. Materials purchased by Lionheart+ technicians will be billed to the client with their service call and will include a 25% markup. Time used (including drive time) to shop for/return unused materials will be billed as part of the service call. Technicians make every effort to minimize client expenses but must balance this with inefficiencies caused by the need for small items on the job. Therefore, technicians do carry some basic supplies with them to be used as a courtesy, as applicable, but can not be guaranteed. Material returns are generally only performed when the client agrees to pay for the technician’s time to do so and it makes financial sense to do so.

Cancellations & Rescheduling

Service calls may be rescheduled at the company or technician’s request without any penalty to the client. Client requests for cancellation or reschedule must be done 24 hours or more prior to the service call start time to qualify for a refund of the deposit or reapplication of the deposit to the newly rescheduled time. Deposits are forfeited in their entirety for client cancellations and/or no-shows within less than 24 hours of the scheduled service call start time. Technicians will wait a minimum of 15 minutes after the service call start time to gain access to the property where the work is to be performed provided the client maintains contact in the event of a delay. Our goal is to complete the work in a highly-satisfactory manner and attract a client as a long term partner in business, not collect cancellation fees. Please communicate any challenges you are facing and we will do everything we can to accommodate the situation, within reason.

Licensing & Service Limitations

Lionheart+ operates under Lionheart Construction, a licensed construction company, however the Lionheart+ service is not designed to manage larger construction projects. The following is a general list of the boundaries for Lionheart+ jobs/technicians: 1.) Jobs are to be performed by a single technician within the increments of available service call times. Additional service technicians will cause the client to be billed extra hours for the overlapping times, including travel time to the worksite, if the request is made by the client during the service call and not prescheduled. If it is more sensible to achieve the client’s tasks as a crew, team, or requiring an estimator, bid, or permitting, etc. process, the project will be referred to Lionheart Construction’s larger construction division. 2.) Tasks that require additional licensing, skill level or safety implications, such as roofing, major electrical, mechanical, or similar specialty trades, will be referred out to Lionheart Construction’s business partners or for the client to contact directly. 3.) Task lists established by clients that are expected to exceed a total combined cost of $10,000 or more in labor and materials will be referred to Lionheart Construction.

Completion of Work

The client’s final payment of the remaining balance due at the time of completion represents acceptance and approval of the work done. Materially significant disagreement regarding the quality of work done or amounts charged should be presented in writing to Lionheart+ for review by management. Every effort will be made to resolve these differences in an expedient and fair manner. However, attempts to evade fair payment for work completed will be pursued to every extent of the law.