Terms of Service

01 — The Nature of Restoration Work

Sometimes things go wrong.

Vintage and antique watches are, by their nature, fragile and unpredictable. Parts may be worn, brittle, previously repaired, or unavailable. Despite our certified watchmakers' skill and care, the process of disassembling, cleaning, servicing, and reassembling an old movement carries inherent risk. Components can fail during handling, hidden damage can surface, and original parts can prove impossible to source.

We will always communicate with you before performing significant work and will document our process thoroughly. However, you acknowledge and accept that restoration involves unavoidable risk, and that an unforeseen problem during service is a possibility rather than a guarantee against.

02 — Release of Liability

Our responsibility, and its limits.

We will exercise reasonable professional care in handling and servicing your watch. To the fullest extent permitted by law, Sutcliffe Hansen's total liability for any loss, damage, or depreciation is limited to the cost of the service performed on your watch, and in no event shall exceed the amount you paid us for that service.

Our responsibility is further limited to the period during which the watch is in our physical possession — from the time we receive it until the time it leaves our shop for return. We are not liable for anything that occurs before we receive the watch or after it has left our possession.

We are not liable for pre-existing conditions, latent defects, damage that arises from the age or prior repair of the watch, or for consequential, incidental, or sentimental losses.

By submitting your watch, you release Sutcliffe Hansen from any claims beyond the limits described above.

03 — Photography & Documentation

Permission to photograph and share.

Documentation is central to how we work. By submitting your watch, you grant Sutcliffe Hansen permission to photograph and film your watch and its restoration, and to use those images and recordings for documentation, marketing, social media, educational content, and related purposes. We never publish your personal information alongside these images.

04 — Estimates, Approval & Payment

No surprises.

We provide a condition report and estimate before substantial work begins. Work proceeds only after you approve the estimate. Fees, deposits, and turnaround times are communicated as part of that process, and certain intake or assessment fees may be non-refundable once work has begun.

We do our best to be accurate and complete in our up-front estimate. That said, the full condition of a vintage watch often becomes clear only once the movement is opened and disassembled. Additional, previously unanticipated work — or replacement parts — may turn out to be necessary to complete the restoration properly. If that happens, we will pause, explain what we've found, and provide a revised estimate for your approval before proceeding. We will never perform additional billable work without your consent.

05 — Shipping & Risk in Transit

Getting your watch to us and back.

You are responsible for packaging your watch securely and for any risk during shipment to us. We insure return shipments up to the declared value of the watch. Accurate declared values are required for coverage to apply.