1. Our Commitment to You
If you purchase a UpCare Fabric Protection Plan and care for your furniture in accordance with the instructions provided, UpCare will arrange professional cleaning or repair services for eligible accidental stains or accidental damage to the fabric upholstery of your furniture during the Protection Period. This does not extend to dust covers or linings.
If a repair cannot reasonably be completed, UpCare may, at its discretion:
• Replace the affected section of the furniture
• Provide a Sleeping Giant Store Credit Settlement
UpCare operates on a repair-first approach, meaning repairs will always be attempted before replacement or settlement options are considered.
2. Protection Period
Coverage begins from the original purchase date of the furniture and UpCare Protection Plan.
The UpCare Fabric Protection Plan provides coverage for either:
• Five (5) years, or
• Ten (10) years, where two Fabric Protection Plans are purchased for the same furniture item at the time of the original sale.
3. Maximum Claim Value
The maximum total value of repairs, services, replacements, or settlements that may be provided under this Protection Plan is limited to:
• 5 Year Plan -Up to the original purchase price of the covered furniture item.
• 10 Year Plan - Up to two (2) times the original purchase price of the covered furniture item.
This represents the total aggregate claim limit for all claims made under the Protection Plan. Once this limit has been reached, the Protection Plan will be considered fulfilled and closed.
4. Single Incident Claim Limit
For any single incident, UpCare’s maximum liability will be limited to the original purchase price of the covered furniture item.
Where the cost of repair or replacement exceeds this amount, UpCare may, at its discretion:
• Repair the affected area
• Replace the affected section
• Provide a Replacement Store Credit Settlement
• Replace the entire item of furniture
Any services provided will be applied against the remaining aggregate claim value of the Protection Plan.
5. Plan Eligibility
This Protection Plan:
• Must be purchased at the same time and place as the furniture
• Applies only to fabric upholstered furniture
• Applies only to furniture used in private residential homes
• Applies only to furniture located in Australia or New Zealand
The plan does not apply to commercial property use.
6. Definitions
Accident
An unexpected event which occurs suddenly and results in damage that could not reasonably have been anticipated or prevented.
Incident
A single identifiable event that results in damage or staining.
Abuse
Improper use or treatment of furniture in a manner inconsistent with its intended purpose. Repetitive or deliberate acts of abuse.
Neglect
Failure to take reasonable care of the furniture or repeated exposure to conditions likely to cause damage.
7. Caring for Your Furniture
To maintain coverage under this Protection Plan you must:
• Follow the furniture care instructions provided by the retailer or manufacturer
• Use UpCare care products according to their instructions
• Take reasonable precautions to prevent accidental stains or damage
• Arrange professional cleaning approximately every 12 months, or more frequently for high-use furniture
Failure to take reasonable care of the furniture may result in a claim being declined.
8. Cleaning Disclaimer
The UpCare Protection Plan is not a routine cleaning contract.
The plan provides assistance for accidental stains and accidental damage only. Each claim must relate to a single accidental incident.
Professional cleaning unrelated to accidental incidents may be arranged through UpCare at the customer’s expense.
9. How to Make a Claim
Claims must be submitted via: https://www.sleepinggiant.com.au/claims
• Customers must provide:
• Proof of purchase
• Details of the incident
• Clear photographs of the damage or stain
Claims must be submitted within five (5) days of the incident occurring.
10. Immediate Action After an Incident
If an accidental stain or damage occurs, customers should:
• Follow the UpCare care instructions immediately
• Contact UpCare if assistance is required
• Submit a claim within five (5) days
Prompt treatment significantly improves the chances of successful stain removal.
11. Pre-Existing Damage or Stains
This Protection Plan applies only to stains or damage that occur after the purchase date of the UpCare Protection Plan.
Any stains, damage, or defects that existed prior to purchase are not covered.
If issues are discovered upon delivery, customers should contact the retailer or manufacturer, as these may fall under retailer warranty or Australian Consumer Law.
12. Repair and Replacement Process
If a claim is approved, UpCare may:
• Clean the affected area
• Repair the damaged section
• Replace the affected upholstery section
Repairs will generally be limited to the affected section of furniture, rather than the entire item.
13. Reasonable Repair Outcome
Customers acknowledge that repairs or cleaning carried out under this plan may not restore furniture to a “like new” or original showroom condition.
Repairs may result in:
• Minor colour variation
• Slight texture differences
• Minor cosmetic differences between repaired and original sections including stitching
These are considered normal outcomes of professional repair.
By purchasing the UpCare Protection Plan, you acknowledge that any repair or cleaning carried out to treat damage or stains may not restore the furniture to a “like new” condition. Due to the nature of fabrics and existing wear, the repair or cleaning process may result in minor variations to the fabric, including its appearance, colour, texture, or finish. UpCare does not guarantee that the furniture will be returned to an identical or “like new” state following any repair or cleaning.
Cleaning Outcomes: Due to the nature of fabric materials and existing use, professional cleaning or stain treatment may result in variations such as shading, watermarking, pile movement, or changes in the appearance of the fabric. These outcomes are common characteristics of fabric cleaning and do not indicate damage or a fault with the cleaning process.
If wicking occurs after a clean it must be reported within 72 hours with photos of remaining stain supplied to your claims manager.
14. Upholstery Material Availability
UpCare will make reasonable efforts to source matching upholstery materials.
Due to manufacturer changes and discontinued fabrics, exact matches cannot be guaranteed.
Where necessary, UpCare may use the closest available material match in colour, texture, and quality.
15. Discontinued Products or Materials
Furniture models, fabrics, and components may be discontinued over time.
If UpCare determines that required materials or components are no longer available, UpCare may:
• Repair using the closest available material match
• Provide a Sleeping Giant Credit Settlement
16. Replacement Store Credit Settlement
Where repair or material replacement cannot reasonably be completed, UpCare may issue a Sleeping Giant Store Credit Settlement.
The value of the store credit will be determined based on:
• Original purchase price
• Age of the furniture
• Condition prior to the incident
• Remaining claim value under the Protection Plan
Acceptance of a settlement will constitute full and final resolution of the claim.
17. What Is Covered
UpCare covers accidental stains and accidental damage, including:
Accidental Damage
• Rips, cuts, or tears
• Cigarette burns
• Scuffs or grazing
• Pulled stitching (not caused by manufacturing fault)
Accidental Stains
• Food and drink spills
• Blood or bodily fluids (excluding sweat)
• Nail polish or acetone
• Cosmetics and lotion spills
• Paint, adhesives, gum
• Hair dye or fake tan spills
• Pet bodily fluids
18. What Is Not Covered
The Protection Plan does not cover:
• Pet damage from claws or chewing
• Dye transfer from clothing, hair or other materials & objects
• Normal wear and tear
• Pilling, fading, creasing, or stretching
• Sweat, body oils, or any medication stains
• Structural or mechanical furniture faults
• Manufacturing defects
• Misuse, abuse, or neglect
• Damage caused by contractors
• Damage from natural disasters or fire
• Rodent, insect, or wildlife damage
• Transportation, moving in the home or storage damage
• Unidentifiable or inconsistent claims
• Damage to buttons or zippers
• Multiple accumulated stains or damages including watermarks
• Pulling of fabric weave
• Odours
In some cases, the furniture may be too dirty to carry out an effective repair. A cost for the cleaning of the furniture prior to carrying out the repair shall be your responsibility.
19. Accidental Incidents Involving Children
UpCare will cover accidental stains or accidental damage caused by children where the incident meets the definition of an accident under this Protection Plan.
An accident is defined as a sudden and unexpected event that could not reasonably have been anticipated or prevented.
However, claims may not be covered where damage results from activities that place the furniture at obvious risk of staining or damage, including but not limited to:
• Drawing with pens, pencils, crayons, or markers on the furniture
• Craft activities conducted on the furniture including use of scissors
• Use of substances such as slime, playdough, glue, paint, or similar materials on the furniture
• Eating & drinking on the furniture unsupervised
Where such activities occur, UpCare may determine that the damage resulted from neglect rather than an accident.
UpCare reserves the right to assess incidents involving children on a case-by-case basis, particularly where damage is unusually large, repetitive, or aggressive in nature.
20. Remote Area Service
UpCare service availability may be limited in remote locations.
A remote area is generally defined as more than 150 km from an authorised UpCare technician.
Where applicable, customers may be required to assist with transporting furniture to an authorised repair location.
21. Customer Communication
UpCare will attempt to contact customers to arrange service.
If a customer cannot be contacted over 7 days, the claim may be closed.
22. Fraudulent or Excessive Claims
UpCare reserves the right to investigate claims where fraud, misrepresentation, or excessive claims are suspected.
Where fraudulent activity is reasonably suspected, UpCare may decline claims or cancel the Protection Plan in accordance with applicable law.
Where a UpCare authorised technician conducts an inspection and provides a report, the technician’s professional assessment will be used to determine the cause and nature of the damage and whether the claim falls within the terms of this Protection Plan. UpCare will rely on this assessment when making its final claim determination.
23. Limitation of Liability
UpCare’s liability is limited to the repair, replacement, or settlement options described in this Protection Plan.
UpCare is not responsible for indirect or consequential loss.
Nothing in these terms excludes rights under Australian Consumer Law or New Zealand Consumer Guarantees legislation.
24. Consumer Rights
This Protection Plan operates in addition to rights under Australian Consumer Law and New Zealand Consumer Law.
Customers may be entitled to remedies under those laws where goods fail to meet consumer guarantees.
25. Updates to These Terms
UpCare may update these terms where necessary.
The most current version will always be available at: https://www.sleepinggiant.com.au