Service Policies

Consultation

Every project begins with a paid consultation: a live virtual walk-through of your space using your phone. We look, listen, ask questions, and assess the project, your goals, your timeline, and your investment range.

You do not need to be on camera. The camera is for the space.

Package recommendation

After the walk-through we recommend one or more packages based on the project, your budget, your timeline, and the manpower we actually have available. The recommendation appears in your private client portal for you to review and choose from.

Scheduling and availability

Our schedule is booked in advance based on team availability. Current availability is not reserved until your session is booked and paid for. If you wait to book, the next available appointment may be further out.

During the project

Please provide access to the space, secure valuables, and confine pets. You are welcome to stay, step out, or leave entirely.

Decisions about what stays, what is donated, and what is removed are always yours.

Additional sessions

If a project needs more time than the purchased package covers, we will tell you and you can add a session. We will not continue billable work without your approval.

Extra hours are never added to a session already underway. Additional time is scheduled as its own future session: if the next day is available, we will hold it for you; if it is not, we will schedule it at our next available date once the additional purchase is complete.

Every session runs on set hours, and those are the hours we work — so an addition is a new day of work, never a longer day.

Optional products and add-ons

Product costs are separate from labor unless your package states otherwise. We source, receive, and place products, and we coordinate returns of unused items when the retailer allows it.

The cost of products is covered by the client and paid for in advance — once an item is purchased, that is when payment is made. We do not cover the cost of your items.

Every item is paid for before it enters your home.

Donation and removal

We coordinate donation drop-offs and hauling. Large volume removal may require a third-party provider at additional cost.

Payment, cancellation, and completion

Sessions are paid in advance and are non-refundable once booked. Rescheduling is subject to availability. Minor adjustments within the completed scope can be requested within 24 hours of a session.