VE Stone Ltd
Terms and Conditions

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VE STONE Ltd Terms and Conditions

Effective Date: [March 18th, 2024]

 

1. Introduction

VE STONE offers expert services in the fabrication and installation of stone products such as countertops, backslashes, fireplaces, and stair steps. These Terms and Conditions govern the relationship between VE STONE LTD. and its customers, ensuring clarity and mutual understanding in the provision of our services.

2. Product Characteristics and Variation Disclosure

Natural and Engineered Stone Attributes: All stone materials, including marble, granite, and engineered stones like quartz, naturally vary in color, pattern, and texture. These variations are intrinsic to the stone’s beauty and uniqueness. Customers should anticipate and accept differences between individual slabs and samples.
Joints and Seams Visibility: Stone installation often necessitates joints between slabs and seams along edges, which may be visible. VE STONE LTD. will inform customers of joint placements during measurement. In the absence of customer input, VE STONE LTD. reserves the right to determine joint placements to ensure aesthetic and structural integrity.
Stone Thickness Approximations: The mentioned thickness of stone slabs (e.g., 2 cm, 3 cm) is approximate. Unless specified in the contract, all slabs are considered to be approximately 2 cm thick.

3. Installation Requirements and Guidelines

Installation Area Preparation: Customers are responsible for clearing the installation area and ensuring fixtures like sinks and faucets are available for templating. VE STONE LTD. disclaims liability for damage to surrounding property during installation.
Sink Installation and Plumbing Responsibilities: VE STONE LTD. provides cutouts for sinks and faucet holes per customer specifications. However, all plumbing work, including sink installation and utility reconnections, is the customer’s responsibility. Unless shown and included in the Quotation, VE STONE LTD. is entitled to charge a fee when this extra work is requested by the Customer. In some cases, the plumber may need to grind sink edges or add spacers to facilitate installation in order to fit the sink or faucts into the limited space beneath the countertops. If this would happen, VE STONE LTD. is not responsible for any charges to be incurred.
Risk of Damage During Installation: Due to the weight and nature of stone products, installation may risk damage to existing structures. VE STONE takes precautions to minimize damage and provides basic cleanup post-installation.
Dust and Noise on Site: Customers shall excuse VE STONE LTD. for the production of dust, noise, and other inconveniences which are normally unavoidable due to cutting, gridding, and polishing at Customer’s premises.
Leveling and Gaps: Countertops are installed on the basis of Customer’s cabinet level and frame structure. Shims are only used at certain joints beneath the countertops for minor leveling. Walls and other fixtures to which the stone products are to be installed may not be perfectly straight or at a strict right angle. This might affect the installation workmanship of the stone products. Gaps reasonably exist between the stone products and the walls and/or cabinets, and most of them can be covered by backsplashes or tiles.
Factors of Delays: There are many factors (e.g., unavailability of slabs from suppliers, broken or damaged products during fabrication or transportation, etc.) beyond the control of VE STONE LTD. that may affect the scheduled installation. If this happens, the installation would be delayed. Other related or consequential jobs (e.g., plumbing connection, etc.) may also be affected and delayed at no responsibility of VE STONE LTD.

4. Pricing, Payment, and Contractual Terms

Price Adjustment Clause: The quotation is based on current prices and availability of slabs and materials. If there are changes in prices or availability after the quotation has been made, VE STONE LTD. reserves the right to adjust the quoted price accordingly. Any changes will be communicated to the customer beforehand.
Additional Charges: If more slabs are needed than anticipated, either due to their unavailability or to meet the customer’s specific requirements, additional charges will be applied.
Ownership and Removal: Products and materials supplied and installed by VE STONE LTD. remain their property until the customer has paid in full. If the customer defaults on payment, VE STONE LTD. is authorized to remove the installed products and materials from the customer’s premises, for which they have been granted access.
Contract Formation: A contract becomes valid and binding upon the customer’s acceptance of the quotation. The quotation can be voided by VE STONE LTD. at their discretion if the required deposit is not paid.
Deposits: VE STONE LTD. may require additional deposits if the initial deposit does not cover the work already done.
Service Charge for Payment Failure: A service charge of $150.00 will be applied for each returned cheque.
Entire Agreement: This quotation constitutes the entire agreement between VE STONE LTD. and the customer, superseding all prior verbal or written communications. Any changes to this agreement must be made in writing.
Overdue Payments: The invoice date from VE STONE LTD. is considered the job’s completion date unless specified otherwise on the invoice. The remaining balance is due upon job completion, with overdue payments incurring an 18% annual interest from the invoice date.

5. Cooling Off Period and Cancellation Policy

Cooling Off Period: Customers have a 3-day cooling-off period from the contract date (i.e., when the quotation is accepted). If an order is canceled within this timeframe, VE STONE LTD. will refund the deposit in full.
Cancellation Fees:
Before Templating/Measurement: Orders canceled after the 3-day cooling-off period but before templating or measurement will incur a 25% cancellation fee of the quoted amount. Templating or measurement is generally conducted after the quotation process.
After Templating/Measurement Before Fabrication: Canceling after templating or measurement but before fabrication begins results in a 50% cancellation fee of the quoted amount.
After Fabrication Commencement: Once fabrication starts, orders cannot be canceled. Full payment is required regardless of whether installation proceeds. VE STONE LTD. will retain the fabricated or cut slabs until the Customer provides disposal instructions. Without such directions, VE STONE LTD. reserves the right to dispose of the materials as waste.
Special Orders: Orders involving specially ordered materials are non-cancellable and require full payment.

6. Miscellaneous

Promotional Rights: VE STONE LTD. may display a business sign at the work site for up to four weeks after the completion date.
Contractor or Agent Responsibility: Customers acting as contractors or agents are personally responsible for all payments due under the quotation, regardless of whether their own customers or principals fail to pay. Such customers are also responsible for resolving any disputes with their customers or principals regarding the specifications and requirements of the stone products. They are advised to ensure that these specifications and requirements are consistent with what is delegated to VE STONE LTD.

7. Complaints and Dispute

Complaint Filing Procedure: Complaints regarding the product or installation must be submitted in writing within five (5) days following the completion of the installation. These written complaints can be sent via mail, fax, or email, with the specified email address being info@vestone.ca. This deadline underscores the importance of promptly addressing any issues, with the clear stipulation that time is of the essence.
Verbal Complaints and Waiver: While VE STONE LTD. may address issues raised through verbal complaints, doing so does not waive their rights or protections specified in the contract. This means that even if VE STONE LTD. responds to verbal complaints, it does not assume responsibility beyond what is expressly stated in their terms.
Dispute Resolution Jurisdiction: The agreement specifies that any disputes arising under the quotation will be exclusively resolved under the jurisdiction of the Provincial Court of British Columbia in Richmond or the Supreme Court of British Columbia in Vancouver. This clause designates the legal venue for disputes, indicating a predetermined agreement on where legal actions related to disputes should be filed and adjudicated.

8. Complaints and Dispute

Complaint Filing Procedure: Complaints regarding the product or installation must be submitted in writing within five (5) days following the completion of the installation. These written complaints can be sent via mail, fax, or email, with the specified email address being info@vestone.ca. This deadline underscores the importance of promptly addressing any issues, with the clear stipulation that time is of the essence.
Verbal Complaints and Waiver: While VE STONE LTD. may address issues raised through verbal complaints, doing so does not waive their rights or protections specified in the contract. This means that even if VE STONE LTD. responds to verbal complaints, it does not assume responsibility beyond what is expressly stated in their terms.
Dispute Resolution Jurisdiction: The agreement specifies that any disputes arising under the quotation will be exclusively resolved under the jurisdiction of the Provincial Court of British Columbia in Richmond or the Supreme Court of British Columbia in Vancouver. This clause designates the legal venue for disputes, indicating a predetermined agreement on where legal actions related to disputes should be filed and adjudicated.

9. Warranty and Liability

Scope of Warranty: The warranty specifically covers broken seams, dropped sinks (but only if the installation was performed by VE STONE LTD. as part of the job description specified in the quotation or for an additional fee), and cracked materials due to faulty fabrication. This warranty is valid for 1-year from the date of installation.
Exclusions and Customer Responsibilities: Customers are advised to seal the products regularly to prevent staining, indicating that VE STONE LTD. does not cover damage due to staining. The warranty does not cover scratches or chips, which the customer is expected to report immediately after the installation of the stone products.
Non-transferability and Conditions for Voiding: The warranty is extended only to the original customer and cannot be transferred to any other party. The warranty will be voided if the customer has tampered with or attempted to tamper with the product after installation.
Manufacturer’s Warranty: For some slabs, the warranty on the quality may come directly from the manufacturers rather than VE STONE LTD. VE STONE LTD. offers assistance to the customer in making a claim on the manufacturer’s warranty if needed. However, if work is required to refabricate and replace the slabs, VE STONE LTD. will charge for such services.

10. General Provisions

Amendments and Updates: VE STONE reserves the right to update these Terms and Conditions, with any changes communicated to customers.

Excellence in Stone Design, Fabrication and Installation

Located in Surrey, BC, VE Stone emerges as a leading fabrication powerhouse, adeptly serving a diverse clientele with both personalized residential projects and grand-scale commercial ventures. Our state-of-the-art facility is equipped with cutting-edge technology and staffed by skilled craftsmen, enabling us to deliver unparalleled precision and quality. Our vast selection extends across a spectrum of colors in premium granite, marble, and quartz, meticulously curated to ensure that every client finds the exact shade and pattern to bring their design aspirations to life. At VE Stone, we pride ourselves on our commitment to excellence, attention to detail, and a customer-centric approach, making us the go-to destination for those seeking the perfect stone solutions to elevate their spaces.

Professional Custom Stone Countertops Fabrication and Installation For Your Dream Kitchen

Company Mission

At VE Stone, our mission is simple: to provide high-quality, sustainable stone solutions that meet and exceed the expectations of our clients. We believe in the timeless beauty of stone, and we strive to bring this beauty into the spaces of our customers, enhancing their environments and lives. Our commitment to innovation, excellence, and sustainability is unwavering, as we continuously seek to improve our practices, products, and services.

Company Values

Quality: We never compromise on the quality of our products and services, ensuring that every piece is crafted to perfection.

Integrity: Honesty and transparency guide our business practices, fostering trust and long-lasting relationships with our clients.

Sustainability: We are dedicated to environmental stewardship, adopting eco-friendly practices in sourcing and processing our stone materials.

Innovation: Embracing technology and creativity, we constantly explore new ways to improve our offerings and deliver unique solutions to our clients.

Customer Satisfaction: At the heart of VE Stone is our commitment to meeting the needs and exceeding the expectations of our clients.

Company Affiliations

VE STONE is proud to be an integral part of the professional community, holding memberships in several prestigious industry organizations that reflect our commitment to excellence, innovation, and customer satisfaction.

Our affiliations include:

Marble Institute of America (MIA): As a member of the Marble Institute of America, VE STONE aligns with the highest standards of workmanship and ethics in the natural stone industry. Our MIA membership ensures that we are at the forefront of best practices, technical standards, and professional excellence.

International Surface Fabricators Association (ISFA): Our membership in ISFA, known as isfanow, underscores our dedication to quality and innovation in the fabrication and installation of solid surface materials. ISFA sets the bar for craftsmanship and sustainable practices, and we are proud to contribute to and benefit from this vibrant professional community.

Homebuilders Association Vancouver (HAVAN): Being a member of HAVAN signifies our active engagement with the home building industry in Vancouver and our commitment to contributing to the region’s development with integrity and professionalism. This affiliation allows us to stay connected with industry trends, regulations, and networking opportunities, enhancing the value we deliver to our clients.

Consumer Choice Award Winner: VE STONE has been recognized with the Consumer Choice Award for three consecutive years, a testament to our unwavering commitment to customer satisfaction and service excellence. This accolade is awarded to businesses that demonstrate exceptional service and integrity, distinguishing us as a leader in our field and reinforcing the trust our clients place in us.

Our affiliations with these esteemed organizations and our consistent recognition through awards reflect VE STONE’s dedication to quality, innovation, and customer satisfaction. We are committed to maintaining these standards and continuing to serve our clients with the excellence they have come to expect from us.

Why Choose Us

With a commitment to customer satisfaction, we’re here to help you every step to getting your dream counters.

Elevate Your Home With VE Stone

Give us a call today and give your countertops the refresh they deserve.