If something goes wrong with us.

Every page on this site describes what happens when something goes wrong with the house. This one is about what happens when something goes wrong with us — because a firm holding your keys should say that out loud before you need it.

Who you call

The same number: 843-619-2346. It reaches the person who walks your house. If the problem is that person, or if you would rather not raise it with them, ask for Brian or Bonnie and you will get one of them — not a queue, and not a form.

By email, hello@myvellamore.com reaches all of us.

If we miss something

We will tell you before you find it, wherever we can. A missed item goes in the next note in plain words, with what it cost and what we have changed so it does not happen again. We do not quietly correct a record: an entry in Vellum is never deleted, and a correction is added as its own dated entry with the reason.

If we damage something

We tell you the same day, photograph it, and put it right at our expense. We carry general liability insurance and our people are bonded; the certificate is yours before we hold a key. The certificate page is here, including what it will show when it is issued.

If a trade we brought in does poor work

It is our problem, not yours. We take it up with the company, we are there when they come back, and if it is not put right the company comes off the Register. How that works. We take nothing from any company on that list, which is what makes this a straightforward conversation rather than an awkward one.

Keys, codes and entry

Keys and codes are held in a logged safe with one custodian. Every entry is recorded with the date, the time and the reason — including ours. You can ask for that log at any time, and you can ask us to hand everything back at any time.

If you want to stop

Thirty days’ notice, in writing, and that runs both ways. Nothing is withheld: keys and codes are returned, the house file is exported to you in full at no charge, and any work already booked is either handed over or cancelled as you prefer. We do not charge an exit fee and we will not argue about it — if the service is not worth what we charge, we would rather you told us.

If we are the wrong firm for your house

We would rather look after seven houses properly than eight badly, and we say so on the first call rather than a year in. If we cannot hold the standard for your house — the wrong distance, the wrong scope, the wrong moment — we will tell you and point you at who to ring instead.