Questions, Answered Plainly

Every plan carries a mandatory onboarding period before your first annual care visit can be scheduled. It exists to keep the membership preventive: without it, people would join, obtain one expensive service, and cancel. The period runs from the date your payment is processed, and your portal shows a live countdown.

Coverage continues to the end of the term you have already paid for, then stops. Your asset records and condition history remain accessible in your portal so you retain the documentation. There is no cancellation fee and no minimum commitment beyond the current term.

Yes. Upgrade or downgrade at any time from your billing page. Upgrades take effect immediately and give you the higher item limit right away; downgrades take effect at your next renewal so you keep what you paid for. Your onboarding period does not restart when you change tiers.

Premium and luxury-tier furniture built from genuine materials: solid wood surfaces, top-grain and full-grain leathers, and high-grade upholstery. Antiquities with genuine conservation requirements need a specialist conservator rather than a maintenance membership, and we will tell you if that is what you have.

Structural breaks, complete reupholstery, burns that penetrate the substrate, full refinishing, and accident or disaster damage. The short version: if your furniture is fundamentally broken it needs a repair contractor; if it needs ongoing care to prevent deterioration, it belongs with us.

Pre-existing damage is documented photographically at enrollment and excluded from coverage on that specific area. You are free to have it repaired independently, after which preventive care applies normally. Documenting it up front is what keeps expectations honest on both sides.

No, and the distinction matters. We are a preventive maintenance membership. We do not pay claims, reimburse losses, or replace damaged furniture. We perform scheduled care that reduces the chance of damage occurring in the first place.

Your membership includes eligibility for one comprehensive annual care visit per twelve-month cycle, covering every registered piece in a single appointment. Concierge guidance on spills and daily maintenance is available year-round at no extra cost.

A directly-employed technician evaluates each registered piece against its documented baseline, performs deep conditioning appropriate to the material, mitigates minor scratching and wear through cosmetic touch-ups, and applies protective finishes. Afterwards they file a written report visible in your portal.

Once your onboarding period elapses, your portal shows open windows published by technicians serving your area. You pick one and it is confirmed immediately — no phone tag. If nothing suits, you can submit a preferred date and we will match you manually.

Yes, or an authorised adult must be. Technicians work in your home, need access to each registered piece, and review findings before leaving. Gate codes, elevator requirements, parking notes, and pets are recorded on your profile and travel with every dispatch.

Coverage is identical — same item limits, same care eligibility, same onboarding period. Yearly members pay once for the full term at 15% less than twelve monthly payments. You can switch interval at any time; the change takes effect at your next renewal.