Questions, Answered Plainly

Care visits become bookable four months after your membership activates. A membership is ongoing care rather than a next-day appointment — without the wait, people would join, book one visit and cancel. Your portal shows the exact date, and you can register pieces and upload photos straight away.

Memberships run for a 12-month term. Cancelling before the term ends costs 50% of the payments remaining in it, and payments already made are not refunded. Your furniture records and condition history stay in your portal.

Yes. Upgrades take effect immediately from your billing page and restart the 12-month term. Downgrades are handled by our team, because moving to a smaller plan mid-term counts as a partial cancellation. Changing plans does not restart the waiting period.

Cosmetic care of everyday wear. Every plan includes cleaning and conditioning for wood, leather and fabric, polishing, stain and mark removal, and touch-ups for things like scratches, scuffs and water or heat marks. Care + Repair and Complete Care add cosmetic repairs — for example pet damage, dents, nicks and gouges, chipped edges and corners, burn marks, color, stain and grain touch-ups, finish touch-ups and fading correction. Those are examples, not a complete list.

Anything structural or mechanical, sewing and upholstery work, full refinishing, restoration, and disaster damage such as fire or flood. The short version: we keep furniture looking cared for — we don't rebuild it.

Furniture built from genuine materials — solid wood and veneer, leather, and quality upholstery — in a home or business, from modern pieces to antiques and heirlooms. We clean, condition and touch up antiques with care for the original finish; pieces of museum importance that need a specialist conservator are the exception, and we will tell you if that is what you have.

Existing damage is photographed at enrollment as part of each piece's condition baseline and is not covered work on that area. The rest of the piece is cared for as normal. Documenting it up front keeps expectations honest on both sides.

No. We are a care membership. We do not pay claims, reimburse losses or replace furniture. We keep your furniture from wearing down, on a schedule — keep your home insurance for fire, theft and water damage.

Care and Care + Repair include one visit per membership year; Complete Care includes two. Each visit covers every registered piece in a single appointment. Guidance on spills and everyday care is available year-round.

A directly-employed technician checks each registered piece against its baseline, cleans and conditions it, removes marks and stains, and carries out the touch-ups your plan includes. Afterwards they file a written report with updated photos in your portal.

Once the waiting period ends, your portal shows open windows published by technicians serving your area. You pick one and it is confirmed immediately. If nothing suits, submit a preferred date and we will match you manually.

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

Coverage is identical. Yearly members pay for eleven months and get twelve months of care. You can switch interval from your portal; the change applies at your next billing date.