Question 1

How do I know which package to choose?

Accepted Answer

You don't have to decide alone. After you book, we'll arrange a short video consult, look at your space together and recommend the package that fits. If the actual condition of the space turns out to be quite different, we'll discuss adjustments before session day.

Question 2

What happens if the session needs more time than booked?

Accepted Answer

Every home is unique, and the time needed depends on the volume of belongings, the decisions involved and the complexity of the space. If more time is required to finish the agreed scope properly, additional hours are charged at $100/hr — but we'll always discuss this with you first rather than leave a project half done.

Question 3

What if you finish early?

Accepted Answer

The remaining time becomes a complimentary Refresh Session, which you can use within four months of your original session, subject to availability.

Question 4

Will you make me throw things away?

Accepted Answer

Never. We'll offer professional recommendations and guide you through decisions, but every final call about your belongings is yours. We will not discard, donate or dispose of anything without your approval.

Question 5

Do I need to be home during the session?

Accepted Answer

It helps, especially for decluttering decisions, but it isn't required. If you're not around, we'll pack and clearly label anything marked "Donation", "Dispose" or "Unsure" for your final review.

Question 6

Do you handle disposal and donations?

Accepted Answer

We'll sort and pack donation items neatly for you. Transporting donations and disposing of unwanted items is the homeowner's responsibility after the session, unless we've agreed otherwise in your quotation.

Question 7

Can you move heavy furniture?

Accepted Answer

For safety reasons, our team doesn't move exceptionally heavy furniture, pianos, safes, built-in fixtures or large appliances. We're happy to work around them, and specialist movers can be arranged separately if needed.

Question 8

What should I do before you arrive?

Accepted Answer

Please secure cash, jewellery, passports and confidential documents beforehand, and make sure we have safe, unobstructed access to the space with electricity and lighting available.

Question 9

What if I need to reschedule or cancel?

Accepted Answer

One complimentary reschedule is available with at least 72 hours' notice, subject to availability. Deposit terms vary with notice period — the full details are in our Terms & Conditions.

Question 10

Will photos of my home appear online?

Accepted Answer

We document projects for quality and portfolio purposes, but we focus on the transformation of the space rather than the identity of the homeowner, and we take care to keep names, addresses and personal details out of frame. If you'd rather your project stay entirely private, just tell us in writing before we begin.

Frequently asked questions