S&Gi Policy & Procedures

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1. Booking & Deposit

A 50% deposit is required to secure all bookings for pre-pack, unpack and home reorganisation services.
This confirms your date and allows us to prepare materials and your box-map plan.

Concierge services do not require a deposit and are paid on the day.

2. Fixed-Price Quotes

We offer fixed-rate pricing so you always know what to expect.
Quotes are confirmed through photos or a short walk-through.

In-person quotes are free within Labrador–Southport.
A call-out fee applies for other suburbs.

3. Transparent Pricing

Our fixed-rate price includes:

• packing or unpacking
   
• organising, sorting and labelling
   
• standard wrapping materials
   
• your custom box-map system
   

Additional charges may apply for:
 

• call-out fee for suburbs outside Labrador–Southport
   
• in-home consult fee (for suburbs outside Labrador–Southport)
   
• a service fee for sourcing storage containers or organisation products
   

We do not work weekends, so all services are Monday–Friday only.

4. Cancellations & Rescheduling

If you need to cancel, please notify us as soon as possible.

Cancellations made within 24 hours can be rebooked to a new date.
If you do not rebook or cancel with less than 24 hours’ notice, your deposit is non-refundable.

This protects our time and preparation for your service.

5. What We Can and Cannot Pack

We safely pack everyday household items, fragile pieces, sentimental belongings and most general contents.

For safety and privacy, we cannot pack:

• open liquids
   
• hazardous chemicals
   
• mould, infestations or any biohazards
   
• weapons or illegal items
   
• cash, jewellery, gold or other valuables
   
• passports, licences, IDs or personal documents
   

You can set these items aside, and we will work around them respectfully.

6. Home Safety & Access

Please ensure pets are secured and walkways are clear.
We work with care, but we also need a safe and accessible environment to move materials and boxes.

7. House Condition & Decluttering

Your home does not need to be spotless or pre-organised.
We take your home as it is, with no judgement.

If additional decluttering, disposal or donation support is needed, this can be added as a concierge service.

8. Service Day Expectations

On the day, you can stay home or head out.
We will:

• work around your routines
   
• keep spaces functional
   
• label and organise clearly
   
• check in for comfort and clarity throughout your service
   

9. White-Glove Care Standard

Every service receives gentle, respectful handling.
White-Glove includes extra time, wrapping and protection for delicate, sentimental or higher-care items.
Any home can choose White-Glove — no special items required.

10. Insurance & Professional Standards

S&Gi is fully insured and blue-card certified.
We treat your home with the same respect and care as our own.

11. Payments

Payments are made after your service is completed.
We accept card or cash.
Please ensure payment is finalised on the day of service.

12. Photos & Social Media

We only take photos with your permission.

No identifying details will ever be shared.
Before-and-after images are optional — you can decline at any time.

13. Kindness & Respect

Your home is your safe space.
We work gently and respectfully, and we ask for the same in return.
Clear, open communication helps us deliver the soft, calm experience S&Gi is known for.