Our three promises

When you let a service into your home, three questions tend to come up: will they arrive when they said, will the bill match the quote, and will everything be put back where it was?

Our three promises answer those questions directly. Each one is specific, easy to check, and backed by a guarantee if we ever fall short.

Our guarantee: if your specialist arrives late, your invoice for that visit is reduced at the rate and on the terms set out in our Warranty Policy.

• Your specialist arrives within the agreed time window.
• When your booking is confirmed, you receive your specialist's name, photo and contact number.
• We send a reminder the day before, so you can let us know about anything special.
• If something beyond our control happens, we tell you as early as possible and only change the time with your agreement.

Our guarantee: we never charge for anything you haven't approved.

• You receive an all-inclusive price, with the scope of work clearly stated, before you book.
• Any change to the scope or price requires your written approval — a WhatsApp, Zalo or email message is enough.
• If your specialist spots something that needs extra work, they explain why and what it costs first. The decision is always yours.

Our guarantee: if you're not satisfied with any item within the agreed scope, we come back and redo it free of charge within the period set out in our Warranty Policy.

• Before starting, your specialist photographs where your things are in the work area.
• Anything moved during the visit is returned exactly as we found it.
• Shoe covers on, a mat under our tools, and we never use your household items.
• A three-minute walk-through with you — in person or by video call — before handover.

After every visit we send an Up Report by WhatsApp or Zalo: before-and-after photos, the checklist completed, your specialist, start and finish times, and any technical notes.

Whether you're home or halfway around the world, you can check every promise for yourself.

We welcome every piece of feedback, especially when something isn't right. Simply reply to your Up Report message or contact us through any of our official channels.

• We acknowledge your feedback and confirm what happens next.
• The relevant guarantee is applied under our Warranty Policy — you won't need to ask twice.
• We look into the cause and use it to keep improving the Up Standard.