Mtstones | Quartz Kitchen Worktops | Granite Worktops | Kitchen Worktops London

MTSTONES LTD – MASTER TERMS & CONDITIONS (2026)
1. General
1.1 These terms and conditions ("Terms") apply to all goods and services supplied
by Mtstones Ltd ("the Company") to the buyer ("the Customer").
1.2 Any quotation provided by the Company is an invitation to treat only and does not constitute an offer. A binding contract between the Company and the Customer shall only come into existence once the Company has expressly accepted the Customer’s order in writing and the required initial deposit has cleared in full as liquidated funds [1.2].
1.3 These Terms shall govern the contract between the parties to the exclusion of any other terms that the Customer seeks to impose or incorporate, or which are implied by trade, custom, practice, or course of dealing [1.3].
1.4 No variation, amendment, or alteration to these Terms shall be binding unless expressly agreed to in writing and signed by an authorised representative of the Company [1.4].
2. Estimates and Quotations
2.1 Any initial price provided by the Company based on plans, sketches, or measurements supplied by the Customer is a provisional estimate only and does not constitute a fixed price offer [2.1].
2.2 All provisional estimates are valid for a period of 30 days from the date of issue, after which they are subject to market cost revisions [2.2].

2.3 The final contract price is strictly subject to verification following a physical site inspection and survey ("Templating"). The Company reserves the right to increase or amend the final price if:
• The physical dimensions, angles, or site conditions differ from the plans originally provided by the Customer [2.3].
• The Customer requests additional items, cutouts, finishes, or changes to specifications up to or during the Templating process [2.3].
• There is an increase in the wholesale cost of raw materials, stone slabs, or transport logistics from suppliers between the date of the provisional estimate and the date of Templating [2.3].
2.4 The Company will inform and discuss any revised costs with the Customer. Work will not proceed, and an order will not be formally accepted under Clause 1, until the Customer has agreed to the final revised price in writing [2.4].
2.5 Any purported enlargement, variation, or exclusion of the final agreed quotation or order specification shall be without legal effect unless specifically agreed to in writing and signed by both an authorised representative of Mtstones Ltd and the Customer [2.5].
2.6 Material & Manufacturing Tolerances: Natural stone, quartz, ceramic surfaces, or any other stone or surface material supplied by the Company, feature inherent variations in colour, veining, and texture [2.6]. The Customer acknowledges that fabrication is subject to structural tolerances. An industry-standard tolerance of 2mm to 5mm is permitted on all final slab thicknesses, overhangs, cutouts, and physical measurements [2.6]. The Company will use reasonable endeavours to keep these deviations to a minimum [2.6].
3. Lead Times and Delivery
3.1 The Company will make every reasonable effort to install worktops within 7 to 10 working days (excluding weekends and public holidays) from the date of Templating [3.1]. 3.2 This lead time is estimated and is strictly conditional upon:
• The required deposit (30%, or 60% for quotations exceeding £5,000) clearing in full as liquidated funds, unless an alternative deposit arrangement has been explicitly approved by the Company in writing [3.2].
• The final material selection being confirmed by the Customer prior to the Templating date [3.2].
• Wholesale material availability from the Company’s suppliers [3.2].
3.3 All dates and times given for Templating, delivery, and installation are estimates only and do not form a contractual deadline. Time shall not be of the essence for performance under this contract [3.3].
3.4 The Company shall not be liable to the Customer for any direct, indirect, or consequential financial losses, costs, damages, charges, or expenses (including but not limited to alternative trade costs or living expenses) arising from any delay in delivery or installation [3.4].
3.5 Delivery and installation slots may be requested as either Morning or Afternoon windows, subject to operational availability:
• Morning Window: Anytime between 9:00 AM and 12:00 PM (noon) [3.5].
• Afternoon Window: Anytime between 12:00 PM (noon) and 5:00 PM [3.5].
4. Site Preparation and Templating
4.1 The Customer must ensure that the site is fully prepared and structurally complete before a site survey and measurement appointment ("Templating") takes place [4.1]. All kitchen cabinets, base units, carcass ends, and structural panels must be fully installed, fixed in their final positions secured to the walls, adequate support, and perfectly level [4.1].
4.2 Technical Checklist Requirements: The Customer must satisfy the following criteria prior to the arrival of the Company’s technician:

• Undermount Sinks: Must be physically on-site and rebated into the cabinet carcass frame, allowing slight flexibility for final alignment during fitting. (Sinks must not be permanently silicone or plumbed in before fitting) [4.2].
• Drop-in / Inset Sinks: Must be on-site, unboxed, and available for physical measurement [4.2].
• Hobs and Taps: All hobs, range cookers, taps, and integrated surface accessories must be on-site and unboxed for measurement. Any specific manufacturer instructions must be provided to the technician in writing [4.2].
• End & Decor Panels: All end panels, cladding panels, breakfast bar back panels, and decorative framing that are to be added to the kitchen cabinetry must be securely fitted in their final positions [4.2].
• Plastering & Walls: All wall plastering touching the worktop area must be completed and fully dry before Templating or deferred until after final installation. No plastering may take place between the Templating date and the installation date [4.2].
• Surfaces & Supports (Old Worktop Removal): If the project involves replacing existing worktops, they must be completely removed by the Customer prior to the Company's arrival for the Templating appointment. This allows the underlying cabinet carcasses to be fully viewed, structurally assessed, and verified by the technician. The Company can provide a worktop removal service as an optional extra, subject to an additional agreed price prior to the visit [4.2].
• Overhead & Countertop Units: Any housing units, dressers, or heavy cabinetry designed to sit directly on top of the stone surfaces must be installed after the worktops are fitted or mounted on adjustable wall brackets to provide adequate clearance. It is contractually unacceptable to leave a gap and expect the Company to slide the worktops underneath pre-fixed units [4.2].
4.3 Attendance and Verbal Approval Requirements: The Customer or a trusted, authorised representative MUST be physically present during the entire Templating appointment [4.3]. The physical template created on-site serves as a final replica of the worktops to be fabricated [4.3]. The purpose of this attendance is to explicitly discuss, verbally approve, and agree upon this replica and all technical and aesthetic layout details, including but not limited to the placement of joints, overhangs, edge profiles, and splashback specifications [4.3]. The Customer’s verbal approval of the final replica during the appointment shall be deemed definitive and contractually binding [4.3]. The Company reserve the right to use our own judgement regarding all overhang, joints, height of up-stands & splash backs, required cut out, edge shapes or any additional worktops detail if these is not discussed on template appointment.
4.4 Post-Template Alterations Notification: Any structural variations, cabinetry movement, or appliance changes made by the Customer, their kitchen supplier, or third-party contractors after the Templating appointment must be submitted to the Company strictly via email [4.4]. The Company reserves the absolute right to refuse any amendments or alterations requested verbally or over the telephone [4.4].
4.5 Aborted Visits and Delays: If the Company’s technician attends the site and discovers the kitchen is unready under Clauses 4.1 or 4.2, or if the appointment is cancelled or rescheduled by the Customer with less than 24 hours' notice, the appointment will be aborted [4.5]. The Customer will be liable for all costs incurred by any such delay, rescheduling of the template, and any additional journeys which may result. All such costs must be paid in full before a new Templating date will be confirmed or booked by the Company [4.5].
4.6 Absence and Default Judgment: In the event that neither the Customer nor an authorised representative is present during the scheduled Templating appointment, and the Company

elects to proceed with measurement rather than aborting the visit under Clause 4.5, the Customer explicitly grants the Company absolute discretion to use its professional experience and judgment to determine all layout details [4.6]. The Company's professional determinations shall be deemed final and contractually accepted by the Customer [4.6].
4.7 Modifications and Changes After Templating:
• If the Customer requests any alterations to the agreed worktop design after the Templating appointment, such requests must be submitted to the Company in writing via email for review [4.7].
• To confirm complex modifications, the Customer will be required to approve the amended design and layout drawings in writing via email [4.7]. If digital approval is not possible and a physical site re-visit is required to verify the changes, this will be subject to an additional site-visit fee and will likely delay the installation date [4.7].
• Fabrication Cut-Off: The Company will only accept design modifications if fabrication (cutting or processing of the stone) has not yet commenced [4.7]. The Company accepts absolute zero financial responsibility or liability for any changes requested after fabrication has begun [4.7]. If the Customer insists on a change after fabrication has started, the Customer shall be liable for the full cost of the discarded materials, wasted labour, and new raw materials [4.7].
4.8 Movement of Cabinetry Post-Template: Following the Templating appointment, if it is discovered upon installation that the underlying cabinetry, walls, or support furniture have been adjusted, moved, or altered in any way, the Company may be unable to complete the installation [4.8]. The Company accepts no liability or financial responsibility for fitting failures, product damage, or functional issues caused by such subsequent additions or alterations [4.8]. If pieces must be re-fabricated or a new template must be taken due to post- template site alterations, the Customer will be liable for the full cost of the re-fabrication, re- templating, and any associated delayed journey fees [4.8].
5. Installation Requirements and Structural Exclusions
5.1 Levelling, Carcass Support, and Future Joint Integrity:
• The final level and alignment of the installed stone surfaces are directly dependent on
the structural integrity and levelness of the underlying cabinetry [5.1]. The final level
of the worktops can only be as flat as the units supporting them [5.1].
• The Company accepts no liability for uneven joins, uneven overhangs, or slopes
resulting from base units that are structurally unsound, unlevel, or poorly secured
[5.1].
• The Customer explicitly acknowledges that underlying cabinetry and flooring can
settle, shift, or sag over time under the weight of the stone [5.1]. Consequently, if a worktop joint or seam cracks, separates, or fails at any point in the future due to structural movement, cabinet settling, shifting foundations, or any other cause beyond the direct control of the Company, the Company accepts zero responsibility or liability for such failure, and any subsequent remedial or repair work will be subject to an additional charge [5.1].
5.2 Wall Curvature and Upstand Gaps: Natural stone, quartz, ceramic surfaces, or any other stone or surface material supplied by the Company, are completely rigid and cannot bend to match structural wall variations [5.2]. Where upstands, splashbacks, or windowsills are installed against uneven or curved walls, visible gaps may remain behind the stone [5.2].
• The Customer acknowledges that filling these gaps with decorating caulk, plaster, or filler constitutes decorative finishing work [5.2].

• The Company’s personnel are strictly stone installers and do not perform painting or decorating services [5.2]. The Company accepts no responsibility for filling, sealing, or finishing wall gaps post-installation [5.2].
5.3 Splashback Manufacturing Tolerances: To prevent structural friction and allow for thermal expansion, full-height splashbacks require clearance gaps. The Customer explicitly accepts the following mandatory manufacturing tolerances:
• A clearance tolerance of 4mm to 5mm below overhead wall cupboards to avoid structural pressure [5.3].
• A clearance tolerance of up to 60mm beneath curved glass extractor units to prevent heat expansion stress fractures from cooking appliances [5.3]. The Company will make reasonable endeavors to keep these gaps to a functional minimum [5.3].
5.4 On-Site Fabrication: To minimise dust and disruption, approximately 95% of fabrication work is completed at the Company’s factory [5.4]. However, final adjustments, structural grinding, cutting, or polishing on-site are occasionally unavoidable [5.4]. The Company’s fitters will make reasonable efforts to contain dust and clean the immediate area [5.4]. Customers should be prepared for this on-site processing and must instruct the fitters where they are able to safely complete this work if necessary [5.4]. If the Customer fails to specify or inform the fitters of a designated area, the Company's personnel reserve the right to decide the most suitable and safe location to conduct this work [5.4]. The Company accepts no liability for dust or debris remaining in the designated working zone [5.4].
5.5 Appliance Readiness and Statutory Trade Restrictions:
• If any sink, tap, or hob was temporarily reconnected following the Templating
appointment, it must be completely disconnected and removed prior to the installation
team's arrival [5.5].
• In accordance with statutory UK safety regulations, the Company’s personnel are not
qualified Gas Safe registered engineers, NICEIC electrical contractors, professional plasterers, or structural carpenters [5.5]. The Company's personnel are strictly prohibited from engaging in any plumbing, electrical, gas, plastering, or carpentry work [5.5].
• If the Company's personnel assist with or perform any appliance connection, plumbing tracking, electrical work, wall plastering, or structural carpentry alterations at the request of the Customer, such work is conducted entirely outside the scope of their employment and strictly at the Customer's sole risk [5.5]. The Company accepts absolute zero responsibility, liability, or financial accountability for any subsequent leaks, structural faults, electrical failures, cosmetic wall defects, or safety issues arising from such actions [5.5].
5.6 Unsatisfactory or Unsound Cabinetry: The Company reserves the absolute right to refuse to fit worktops onto underlying cabinetry or support structures deemed by the installation team to be structurally unsound, unlevel, or unsafe [5.6]. If an installation must be aborted due to unsatisfactory base units, the Customer will be liable for a rescheduling fee under Clause 5.8 [5.6]. Any base units found to be structurally deficient at a later date remain the sole financial responsibility of the Customer [5.6].
5.7 Caulking and Decoration Exclusions: The Company’s installation team will fit the worktops, upstands, and splashbacks in accordance with standard trade practices using industrial stone silicones and adhesives [5.7]. Responsibility for final structural caulking, perimeter sealing, and any cosmetic decorating work remains exclusively with the Customer [5.7].
5.8 Aborted Installation and Re-visit Fees: The Company reserves the right to charge a mandatory minimum fee of £200 plus VAT for any additional trips, aborted installations, or return visits required if:

• The site is unready or hazardous upon arrival [5.8].
• Unforeseen physical obstacles prevent safe installation [5.8].
• Other trades refuse to vacate the working area, causing operational delays [5.8].
5.9 Completion Inspection, Chain of Custody, and Immediate Cosmetic Sign-off:
• Mandatory Attendance & Statutory Inspection: In fulfilment of its statutory duty to
perform services with reasonable care and skill, it is a strict and mandatory condition of these Terms that the Customer or their authorised representative is physically present immediately upon completion of the installation to inspect the worktops alongside the Company's fitting team [5.9].
• Immediate Cosmetic Sign-off: Because the Company cannot verify what environmental hazards, handling, or third-party trade activity occurs once the installation team leaves the property, all visible cosmetic defects—including but not limited to surface scratches, edge chips, visible surface cracks, or layout scuffs—must be identified and reported immediately during this inspection and before the installation team vacates the premises.
• Refusal to Sign or Absence: In the event that the Customer or their representative is present but fails, delays, or refuses to sign the Job Satisfaction Sheet, or is absent from the site entirely, this attendance or refusal does NOT grant the Customer any extended right to claim. The moment the Company's installation team vacates the premises, the installation is contractually deemed accepted in perfect cosmetic condition. The Company accepts absolute zero responsibility or liability for subsequent cosmetic claims if the Customer fails to fulfil their obligation to inspect the worktops before the team's departure.
5.10 Absolute Exclusions for Material Misuse and Thermal Shock:
Natural stone, quartz, and composite surface materials require strict ongoing adherence to manufacturer care guidelines [5.10]. The Company shall be completely absolved of all responsibility, warranty claims, or repair liabilities if a structural failure or hidden fault occurs due to:
• Thermal Shock / Heat Stress: Cracking or discoloration caused by placing hot pans, baking trays, pots, or appliances directly onto the stone surface without heat- protective trivets or pads [5.10].
• Structural Load Stress / Sagging: Cracking, sagging, or joint splitting caused by individuals sitting, standing, or walking on the worktops, or placing excessively heavy loads on unsupported stone spans [5.10].
• Chemical Misuse & Lack of Maintenance: Staining, etching, or surface degradation caused by a failure to regularly reseal natural stone (where applicable), or the use of abrasive, acidic, or harsh chemical cleaning agents (such as bleach, oven cleaners, or industrial solvents) [5.10].
6. Material Characteristics, Jointing, and Fabrication Limitations
6.1 Natural Stone Variations and Sample Disclaimer: Granite, marble, natural stone, or any other material supplied by the Company, are raw geological products or engineered surfaces that feature inherent variations in colour, veining, grain structure, texture, and light-to-heavy surface pitting or fissures [6.1].
• Slabs sourced from the same quarry, or even cut from the same block, will vary [6.1].
• Engineered quartz, porcelain, and ceramic surfaces are also subject to structural and
batch variations [6.1].
• Physical samples provided are intended as a general guide only. The final installed
material may vary in appearance and feel from any sample previously provided to the Customer [6.1].

6.2 Pre-Fabrication Material Inspection: The Company strongly encourages Customers to view and inspect their specific raw stone slabs at the supplier’s yard prior to fabrication [6.2]. Once the Customer’s order proceeds to fabrication, the Company accepts absolute zero responsibility, liability, or financial claims if the material does not meet the Customer’s exact aesthetic expectations or subjective colour requirements [6.2].
6.3 Partial Replacements and Batch Matching: Because no two pieces of natural stone are identical, the Company strongly advises against replacing only a single section or part of an existing stone installation [6.3]. While the Company will use matching slabs for adjacent surfaces to ensure the highest possible consistency, an exact aesthetic or pattern match cannot be contractually guaranteed [6.3].
6.4 Slab Thickness and Step-Up Tolerances: Slabs are purchased based on nominal commercial thicknesses. The Customer accepts the following standard manufacturing deviations:
• Worktops: Standard nominal thickness of 30mm, subject to a manufacturing tolerance of +/- 2 mm [6.4].
• Splashbacks & Upstands: Standard nominal thickness of 20mm, subject to a manufacturing tolerance of +/- 2mm [6.4].
6.5 Placement of Seams and Joints: The Company reserves the absolute right to position structural joints and seams wherever it deems technically necessary based on industry guidelines, slab size limitations, property access, and professional installation discretion [6.5]. Joints will be bonded using colour-matched epoxy resins or low-modulus curing silicones [6.5]. Standard joints will measure between 2mm and 4mm in width [6.5]. Due to inherent slab warpage, a slight level variation ("lip") of up to 1.5mm may occasionally occur across a joint and must be accepted by the Customer as normal industry standard practice [6.5].
6.6 Damage, Staining, and Environmental Exclusions:
• The Company accepts absolute zero liability for any marks, stains, etching, or
discoloration appearing on the stone or surface materials post-installation where such damage arises from fair wear and tear, wilful damage, customer negligence, accidental impacts, exposure to extreme temperatures, or abnormal domestic/working conditions [6.6].
• The Company accepts no responsibility or financial liability for any surface cracks, fractures, or structural fissures that appear in the material after the installation team has vacated the premises [6.6]. The Customer explicitly acknowledges that post- installation cracking is typically indicative of structural property settling, underlying cabinetry shifting, thermal shock from hot objects, or physical misuse (such as standing on the surfaces), all of which remain the Customer's sole risk [6.6].
• Any unauthorised alterations, structural modifications, or attempted repairs to the installed stone by the Customer or third-party contractors shall completely void any transferable supplier warranties and absolve the Company of all subsequent service obligations [6.6].
6.7 Vein Direction and Joint Pattern Matching:
• When placing an order for a material which has an inconsistent or prominent pattern,
please note that the Company cannot guarantee how the pattern will match up at the
joints, nor which way the veins will run [6.7].
• All layouts and vein orientations are determined at the Company’s professional
manufacturing discretion to maximise slab safety and structural integrity [6.7].
• Customers are welcome to contact the office if they wish to discuss their material's
pattern characteristics further; however, any specific aesthetic preferences or layout

constraints discussed must be explicitly confirmed and agreed upon in writing via
email prior to fabrication to have contractual effect [6.7].
•
7. Post-Installation Care, Curing, and Final Acceptance
7.1 Mandatory 24-Hour Curing Period: All stone installations require a minimum of 24 hours for industrial structural adhesives, joint resins, and silicones to fully cure [7.1]. The Customer explicitly agrees NOT to use the worktops, place any weight upon the surfaces, connect plumbing wastes, or open, close, or load any underlying kitchen cabinets or drawers during this 24-hour period [7.1]. The Company accepts absolute zero responsibility or liability for joint failures, sink detachment, or alignment shifts caused by a failure to observe this curing restriction [7.1].
7.2 Final Acceptance and Defect Notice Windows:
• In accordance with the immediate inspection provisions established in Clause 5.9,
all apparent, visual, or cosmetic characteristics of the goods and installation— including but not limited to surface scratches, edge profiles, joint placements, dimensions, and general layout conformity—shall be deemed definitively and irrevocably accepted by the Customer the moment the Company's installation team vacates the premises [7.2]. The Company accepts zero liability for any visual or aesthetic issues reported after departure [7.2].
• Hidden or Latent Structural Defects (3-Day Claim Window): For any non-cosmetic, latent structural defects that could not have been discovered by a reasonable visual inspection at completion (such as an inherent fabrication flaw or structural fixing failure), the Customer must submit a formal written claim to the Company within three (3) days of the installation date [7.2]. If no written notice of a latent structural defect is received by the Company within this 3-day window, the goods and installation shall be contractually deemed perfect and fully accepted in all respects, subject only to the Customer's non-excludable statutory rights under the Consumer Rights Act 2015 [7.2].
7.3 Long-Term Product Care and Maintenance: Natural stone, quartz, ceramic, or any other surface material supplied by the Company requires strict adherence to specialist maintenance routines [7.3]. The Customer must thoroughly review the specific supplier care and maintenance guide provided alongside the final invoice [7.3].
8. Technical Limits, Site Access, and Bespoke Returns
8.1 Maximum Seamless Spans: The Customer explicitly acknowledges that the Company cannot guarantee the manufacture or installation of a single, continuous worktop slab exceeding 3,000mm in length without incorporating a structural joint [8.1]. Seamless lengths are strictly dependent on raw material slab dimensions and safety handling limits [8.1]. The final placement of joints will be determined by the Company in accordance with Clause 6.5 [8.1].
8.2 Rescheduling Commitments: While the Company will make reasonable endeavors to accommodate a Customer’s request to change an agreed Templating or Installation date under Clause 4.5 and Clause 5.8, the Company cannot contractually guarantee a replacement booking date within five (5) working days of the original booking [8.2].
8.3 Unsuitable Site Access and Off-Public Highway Indemnity:
• The Company reserves the absolute right to refuse to deliver materials or navigate its
vehicles over roads, driveways, tracks, or ground surfaces that its personnel judge to
be structurally unsuitable, unsafe, or hazardous [8.3].
• If the Customer requests or instructs the Company’s vehicles to deliver or collect a
load to or from a location situated off a public highway (including private driveways, paths, or unpaved tracks), the Customer shall be solely responsible for any resulting

property damage, structural cracks, ground subsidence, or vehicle recovery costs
[8.3].
• The Customer agrees to fully indemnify the Company against all actions, claims,
damages, costs, and losses arising from such off-highway deliveries [8.3]. 8.4 Bespoke Goods and Exclusions of Returns:
• In accordance with UK consumer legislation, where the Company supplies goods that are custom-fabricated, cut-to-size, or manufactured strictly to the Customer’s unique site specifications, plans, or templates, the Customer possesses no statutory right to cancel, change their mind, or return the products once fabrication has commenced [8.4].
• If the Customer purports to cancel the order or refuses delivery of custom-fabricated goods through no fault on the part of the Company, the Customer shall remain fully liable to pay the Company 100% of the total contract value to recompense the Company for the cost of the materials and wasted manufacturing labor [8.4].
8.5 Product Samples and Illustrative Literature: Samples submitted and illustrations or photographs in catalogues, websites, and marketing literature must be accepted by the Customer as showing the type, class, and general character of the material only [8.5]. They are supplied without warranty or guarantee as to the exact substance, performance, colour, veining, size, thickness, or shape of the final installed product [8.5].
9. Confirmation of Orders, Payment Terms, and Order Cancellations
9.1 Order Confirmation & Contract Formation: A formal order confirmation will strictly only be issued by the Company once all technical specifications, plans, and materials have been agreed upon in writing and the initial deposit has cleared as liquidated funds [9.1]. Receipt of this confirmation forms a legally binding contract [9.1]. No subsequent variations, additions, or alterations to the order shall be valid unless expressly confirmed in writing by the Company [9.1].
9.2 Deposit and Phased Payment Terms:
• Supply-Only Orders: For orders involving material supply without installation, 100%
full payment is required at the point of ordering before any fabrication begins [9.2].
• Template & Installation Orders: The Customer must pay a non-refundable deposit of 30% (or 60% for quotations exceeding £5,000) of the gross invoice value upon
placing the initial order or on the confirmed day of Templating, unless an alternative deposit amount has been explicitly specified and agreed upon in writing by the Company [9.2].
9.3 Final Balance Payment (Strict Deadline): The remaining final balance invoice is due and payable on the scheduled date of installation. The balance must be paid in full as cleared funds before the Company’s installation team leaves the property/site [9.3]. If the purchase is structured as a cash sale, all accounts must be paid in full before any goods or materials are unloaded from the delivery vehicle.
9.4 Non-Payment Remedies and Suspension of Works: In the event that cleared funds for the final balance are not received before the installation team is ready to leave the site:
• The Company’s personnel reserve the absolute right to immediately cease all work, pack up their equipment, and leave the property without completing final detailing, perimeter sealing, epoxy jointing, or accessory mountings [9.4].
• The installation will be contractually logged as "Incomplete due to Customer Default [9.4]."
• The Company accepts absolute zero liability for any delayed project schedules or subsequent leaks from unsealed elements [9.4]. The Company will refuse to return to complete or sign off on the installation until the balance is paid in full, and any return visit will be subject to a mandatory re-visit fee of £200 plus VAT [9.4].

• The Company reserves the absolute right to refuse to execute any order or contract if the payment arrangements or the Customer's credit standing are deemed unsatisfactory by the Company.
9.5 Overdue Interest, Acceleration of Debt, and Collection Escalation:
• The Company reserves the right to charge interest on all overdue balances (both
before and after any court judgment) at a rate of 5% per annum above the Bank of England base rate. This interest shall accrue on a daily basis from the final installation date until paid in full.
• Acceleration of Debt on Customer Default: In the case of non-payment of any account when due, a refusal by the Customer to take due delivery of materials, or in the event of the death, incapacity, bankruptcy, or insolvency of the Customer (or where the Customer is a limited Company, in the case of liquidation or the appointment of a receiver), the entire purchase price of all goods, materials, and work invoiced or delivered to date shall immediately become due and payable from the Customer to the Company. Additionally, the Company shall have the immediate right to cancel every contract made with the Customer or suspend/continue deliveries at its absolute option without prejudice to its right to recover any losses sustained.
• Prohibition of Set-Off and Unauthorised Withholding: For commercial accounts (B2B), the Customer shall NOT be entitled to withhold payment of any invoice amount due to the Company by reason of any dispute or claim. For domestic consumer accounts (B2C), the Customer is strictly prohibited from withholding the entire balance over minor aesthetic variations or unproven claims; only a reasonable, proportionate sum to rectify a verified structural defect may be withheld, and the undisputed remainder must be paid in full before the team departs.
• Third-Party Debt Collection: In the event that any invoice balance remains unpaid past its required due date, the Company reserves the absolute right to instruct
a licensed debt collection agency or legal representatives to recover the outstanding funds [9.5]. The Customer explicitly agrees to indemnify and reimburse the Company for all costs, fees, and expenses incurred during the recovery process, including third- party collection agency commissions, administrative surcharges, trace fees, court fees, and reasonable legal costs [9.5]. All such recovery fees will be added directly to the outstanding debt amount [9.5].
9.6 Retention of Title and Property Sale Restrictions:
• Legal ownership, title, and property rights of the goods, stone slabs, or any other
materials supplied by the Company shall strictly NOT pass to the Customer until the Company has received payment of the entire contract invoice balance in full as cleared funds [9.6]. Risk in the goods passes to the Customer immediately upon installation [9.6].
• Restrictions on Property Sales: Until ownership of the stone has legally transferred to the Customer under this Clause, the Customer explicitly acknowledges that the materials remain the legal property of the Company [9.6]. The Customer is contractually prohibited from selling, transferring, or disposing of any property or building in which the unpaid materials are installed without first settling the Company’s outstanding balance in full [9.6]. The Customer acknowledges that any attempt to sell the property containing materials owned by the Company may result in the Company seeking a Charging Order via the courts to secure the debt directly against the property at HM Land Registry [9.6].
9.7 Order Cancellations and Pre-Fabrication Charges:

• Once accepted by the Company, orders may not be cancelled or altered under any circumstances unless explicitly agreed to in writing by an authorised representative of the Company [9.7].
• Material and Finish Finalisation: The choice of stone colour, material type, and edge finish must be completely finalised prior to the payment of the initial deposit. If the Customer requests modifications or attempts a cancellation after the deposit is paid and the Company has already purchased slabs or undertaken site surveys, the deposit shall be non-refundable.
• Pre-Fabrication Cancellation Deductions: Cancellation of orders will only be accepted if approved in writing by the Company, and on the strict condition that the Customer completely reimburses the Company for all direct costs, expenses, and administrative losses resulting from the cancellation. Any permitted refund of a deposit will be strictly calculated less the charges reflecting the direct costs incurred by the
Company for administrative processing, supplier re-stocking fees, or templating work
already undertaken.
• Post-Fabrication Cancellation: Once fabrication has commenced, the order cannot be
altered or cancelled under any circumstances, and the Customer remains contractually
liable for 100% of the total contract value in accordance with Clause 6.7.
10. Inspection and Sign-Off
10.1 Mandatory Attendance & Statutory Inspection: In fulfilment of its statutory duty to perform services with reasonable care and skill, it is a strict condition of these Terms that the Customer or their authorised representative is physically present immediately upon completion of the installation to inspect the worktops alongside the Company's fitting team. 10.2 Immediate On-Site Verification: All customers or their representatives are required to fully inspect the surfaces and the surrounding installation area while the fitter is on-site. If the Customer is not satisfied with the workmanship, the issue must be raised immediately to the fitting team before they leave the premises so the Company can rectify the issue on the spot. 10.3 Effect of Signature and Chain of Custody: The signing of the Job Satisfaction Sheet by the Customer or their representative constitutes definitive contractual confirmation that the installation was completed with reasonable care and skill, and that the goods are free from visible structural or surface defects. After our fitters leave your premises, it is impossible for the Company to verify any subsequent claim for damage to the material or their surrounds, and the Company accepts absolute zero responsibility or liability for any defects, scratches, chips, or alignment issues reported after departure.
10.4 Non-Warranty Call Outs: If the Customer or their representative is present but fails or refuses to sign the Job Satisfaction Sheet, or is absent from the site entirely, the installation is contractually deemed accepted in perfect cosmetic condition upon the team's departure. Any subsequent call-outs or service visits requested by the Customer which are non-warranty related (including repairing customer-inflicted chips or adjusting units post-settling) will be subject to additional standard service charges and a minimum £200 plus VAT inspection fee. 11. Material Guarantees and Exclusions
11.1 Supplier Warranty Pass-Through: The Company supplies high-quality stone and engineered materials. Most premium quartz, ceramic, granite, or any other stone or surface material supplied by the Company, are covered exclusively by the raw material supplier’s or manufacturer's independent guarantee. The Customer must verify with the Company prior to fabrication whether their specific stone selection carries a supplier warranty.
11.2 Warranty Activation Duty: Where a product supplier provides a manufacturer's warranty, the Company will pass the benefit of any transferable supplier warranties to the Customer upon receipt of the final balance payment. It is the sole contractual responsibility of the Customer to register, activate, and maintain the product warranty directly with the

supplier using the invoice details provided by the Company. The Company provides no independent commercial or extended warranty of its own once the installation team vacates the site.
11.3 Absolute Exclusions from Warranty and Statutory Liability: Any supplier warranties and the Company's statutory service obligations are completely voided, and no claims will be accepted, for defects, fractures, blemishes, or damages caused by the following:
• Customer Abuse or Misuse: Failure to properly care for and maintain the stone surfaces in strict accordance with the Care & Maintenance instructions provided to each customer after completion of the job.
• Natural Inherent Characteristics: Surface stains, etching, discoloration, dark spots, natural pits, or pre-existing geological fissures which are naturally occurring characteristics within raw stone slabs.
• Chemical Misuse and Acid Spills: Surface etching, dull spotting, or normal discoloration caused by acidic liquid spills left on the surface, or the use of abrasive, acidic, or inappropriate chemical cleaning agents.
• Mechanical Impacts and Scratches: Surface scratches, gouges, or abrasions to the stone surfaces caused by sharp instruments or cutting directly on the stone surface without a chopping board.
• Structural Load and Physical Misuse: Chipping or cracking due to heavy objects being dropped onto the stone surface, or structural cracking caused by individuals sitting, standing, kneeling, or walking on the worktops.