What to Expect
WHAT TO EXPECT, TERMS AND CONDITIONS
With extensive experience and a focus on customer satisfaction, we’ve crafted this guideline of our policies to ensure your utmost satisfaction. Your cooperation is key to a successful installation. Please note that by submitting a deposit, you acknowledge acceptance of all terms and conditions outlined herein if a signed agreement has not been provided to Rocktops.
PAYMENT TERMS
FAILURE OF CUSTOMER TO PAY THOSE PERSONS SUPPLYING MATERIAL OR SERVICES TO COMPLETE THIS CONTRACT CAN RESULT IN THE FILING OF A MECHANIC’S LIEN ON THE PROPERTY WHICH IS THE SUBJECT OF THIS CONTRACT PURSUANT TO CHAPTER 429, RSMO or K.S.A 60-1103.
We accept the following forms of payment: Check, Cash, Cashier’s Check, Debit or Credit Card. Card payments can be made on our website www.rocktopskc.com/payments and are subject to a 3% convenience fee. In-person card payments less than $10,000 are not subject to the fee. Please note, for transactions exceeding $10,000, a 3% fee will be applied to card payments to cover processing costs.
Deposit: All jobs require a 50% deposit prior to scheduling with the remaining balance due the day of installation. We cannot schedule a project unless a deposit has been paid in full and funds have been processed. Our installers will collect payment before leaving the job. Any returned check or ACH will be assessed a $30 fee. Additionally, cash or certified funds may be requested for insufficient fund payments.
Progressive Payment Plan: Applicable to jobs exceeding $50,000: a 50% deposit is required upon signing the contract to secure our services and initiate the project. An additional 25% payment is required before production can commence. The remaining 25% balance is due on the day of installation. Failure to adhere to these terms may result in delays or cancellation of the project.
Final Pricing: We provide pricing of customer selections based on hand drawings, floor plans, or cabinet drawings. Prices are subject to change once we have completed our digital template review of the job. Drawings provided on quotes and sales orders are a soft representation for quoting purposes. Final production drawings are available if requested within 24hrs of your template date. There will be a 25% restocking fee on any special-order material as well as sinks, faucets, and any other items purchased by Rocktops specifically for your project if it is canceled.
SCHEDULING
Appointments: After receipt of the deposit and signed contract, Rocktops will contact the customer for template and installation dates. Template will be scheduled 3-5 days after all pertinent information is collected and the deposit and signed contract are received. The installation date generally occurs 2-3 weeks following the template date. All field templates and installation dates will be scheduled with the understanding that a window of time for arrival will be given. The job will be completed during normal business hours unless unforeseen circumstances occur. Please keep the entire day available.
Full Height Backsplash: For projects involving a full-height backsplash, please be aware that it typically involves a two-part process. Following the installation of the countertops, the backsplash will be measured to ensure a proper fit. Consequently, the actual installation of the backsplash will occur at least one week later.
TEMPLATE
The designated decision-maker must be present at the template appointment and will be responsible for approving details of the countertop. The Rocktops measuring team cannot make design decisions, nor can they confirm final seam placement. Please get in touch with your Rocktops sales representative with any questions regarding layout and seam placement.
Removal of Existing Countertops: Countertops can be templated without removing the existing top(s). When templating with tops on, however, not all imperfections can be found during templating (i.e., cabinets not level or inadequate support). This may result in on-site modifications, project delays, and charges for additional trips. Please have countertops completely cleaned off prior to the template.
Cabinets: Prior to template all cabinetry and end panels must be completely and permanently installed, structurally sound, plumb, level, and secured to the wall and/or floor. It is the responsibility of the customer to ensure proper installation of cabinets, including precise appliance openings. For a full height backsplash, it is essential that any range/hood/microwave combinations and all electrical access points are marked on the wall. Rocktops will not provide compensation for materials produced accurately to cabinets that have been installed incorrectly. Furthermore, any alterations or changes made to the cabinets after the template appointment must be promptly communicated to Rocktops.
The countertop must lie flat to eliminate stress on the corners, cut-outs, and seams. The actual overhang on your countertops may vary slightly depending on how straight the cabinets are installed. Shims (wood or plastic) are commonly used to level the countertop. In some out-of-level situations, shims used for leveling may be exposed.
Trim: If window casings, door casings, decorative crown moldings or trim are to be incorporated, it is advisable to install them after the countertops and/or full-height splash is in place. If not, our material will be notched to the best of our abilities to accommodate all trim work.
Adequate Support: The surface type and material thickness dictate the amount of overhang permitted on a countertop. The countertop can support the following overhang over a 24″ deep base cabinet without additional supports: 8-10″ for Natural Stone and 12″ for quartz products. If the customer requests an overhang on more than one side, this needs to be discussed with your Rocktops sales representative to ensure there is enough support for desired overhangs. Rocktops recommends a weight-bearing corbel or bracket every 24″ for overhangs larger than 10-12″.
Sinks, Faucets, and Appliances: Apron and farmhouse sinks must be installed and all cutout information (sinks, faucets, soap pumps, hot/cold water dispensers, cooktops, etc.) must be confirmed prior to your template appointment. Changes in specifications after template can result in additional trip charges and delay of installation.
Stone Layout: Rocktops offers a free layout service where your representative can provide a soft representation of your project using a photo nesting technique. This helps visualize how your countertops will be programmed and cut. After field template completion, we use Slabsmith software for fabrication, ensuring the best possible layout with proper matching and flow. For an additional charge, customers can opt for a Slabsmith layout service, allowing preview and final approval before fabrication. Note that delays in approval may affect installation dates.
INSTALLATION
Safety: Create a clear path from your driveway through your home for easy access to the installation area. During weather events involving snow and/or ice, we ask that the path to the install area be clear. Remove all base cabinet contents, drawers, and breakables from the installation areas (including but not limited to lamps, vases, mirrors, and wall hangings). For safety reasons, children and pets must be kept out of the working area or leave the residence for the duration of the install. It is crucial that all persons stay out of the area during the installation.
Cleanup: Countertop installation is a construction process; residual dust should be expected. The customer may want to drape or cover areas to contain dust in the construction area. Upon completion, our install team will remove all installation-related debris and return the area to broom-clean condition.
Sealer: Rocktops will apply sealer to all-natural stones during fabrication, at the completion of installation, or both. It is the customer’s responsibility to use appropriate products and methods when cleaning or resealing material.
Final Inspection: Your install team will conduct a final inspection. You will be asked to sign an approval form confirming your satisfaction with the quality fit and to certify the condition of the countertop. In the event, something goes wrong and you are uncomfortable with paying the full balance, as a sign of good faith, Rocktops will allow 5% of the remaining balance to be withheld until completion, not to exceed $500. Our Job Resolution team meets daily at 9am, please allow 24 hours for communication.
Incidental Damage: Extreme care will be exercised during the countertop installation; however, scrapes, punctures, or digs to wall surfaces or cabinetry are possible and sometimes necessary in the work area and occur occasionally. These items are considered incidental damage and are the customer’s responsibility to repair. Rocktops will exercise considerable effort to prevent and/or minimize incidental damage at all times. Final wall preparation should NOT be completed before installation; this includes painting, installing wallpaper, final sheetrock sanding, etc. Tight tolerances in wall-to-wall applications can often cause scrapes – if this is of concern to you, please notify your salesperson. We can undersize the top, but this can create gaps outside of Rocktops standards.
Mirrors Attached to Walls: Despite our best efforts and precautions, damage to mirrors, including stress cracks or breakage, may occur during the removal of existing tops. This risk is heightened by factors such as the age, condition, and adhesive strength of the mirrors. In the event that damage occurs to mirrors during the removal process, the cost of repair or replacement will be the responsibility of the customer.
Appliance Damage: To prevent damage to your appliances, it is the responsibility of the purchaser to move all appliances away from the work area. Please allow a minimum of 3′ of clearance for the installation of tops. Rocktops does not move appliances due to unknown or unverifiable conditions surrounding their installation. If Rocktops is asked to move appliances, any damages by fault of Rocktops or otherwise are not the responsibility of Rocktops.
Gaps: If the walls and cabinets are not flush or level, gaps may exist. Rocktops will carry the following colors of caulk: white, clear, and trans. If any other color is desired, it is the responsibility of the customer to provide such a color. We recommend replacing the backsplash tile when new countertops are being installed. Rocktops cannot be held responsible for replacement of tile if any were to loosen during the demo of the existing countertops or grout from countertop to tile.
Plumbing: It is imperative that shut-off valves are installed and in working order. Rocktops is not responsible for any water damage caused by defective shut-off valves.
Rocktops advises against reusing old plumbing fixtures with your new countertop because of the possibility of damage upon removal. This includes but is not limited to the sink, faucet, and disposal. To ensure the proper setting of the sink after installation, we kindly request that plumbing services be scheduled no sooner than 24 hours after the installation is completed. This allows sufficient time for the sink to be securely set in place. Additionally, please note that we do not handle the installation or hookup of drop-in or vessel sinks. These tasks fall within the scope of the plumber’s expertise and responsibility.
ADDITIONAL TRIPS
Trip Charges: A fee will be applied in cases where additional visits are necessitated by reasons not attributable to Rocktops. Please be aware that these charges are designed to account for time, and resources incurred due to circumstances beyond the control of Rocktops.
If our team arrives at the job site and finds conditions contrary to those outlined in the agreement Customer agrees to pay Rocktops trip charges of $250 per installation and $150 per template.
MATERIAL
Natural stone and quartz materials go through a custom manufacturing process which may impact project completion dates. Possible issues with fabrication, installation, or material availability may arise. We will notify you as soon as possible if your project is going to be affected. No form of compensation will be awarded for changes in the delivery or installation schedule of your project.
The customer acknowledges that natural stone and quartz products vary in coloration, shading, markings, veining and texture. Thus, as uniqueness is an inherent characteristic in natural stone and quartz, Rocktops does NOT guarantee that all pieces will be consistently uniform. Various lighting conditions and installation planes will affect the appearance of the countertop.
The sample used to make your color selection may not be identical to the slab(s) used to produce your order. We will not provide compensation (or replace tops) if your order varies in color from the sample used to make your selection or if your tops contain concentrations of particulates or quartz imperfections not present in your sample. Also, when 2cm material is paired with 3cm material, it is unlikely they will match.
All natural stones may have fissures, pitting, and natural inconsistencies; these are not imperfections or flaws and, in most cases, are unavoidable if they end up in a section of your final product. Any flawed or damaged material will be repaired before replacement is considered. Rocktops will use NSI standards to determine repair or replacement.
Partial Slabs: Please be aware that remnant selections are unique pieces and may be the last of their kind in our inventory. Rocktops does not bring in full slabs to replace a remnant selection. Therefore, a new remnant selection must be made from our available inventory in the event that your chosen remnant cannot be installed for any reason.
Seams: Seams can be seen and felt. It is at Rocktops’ discretion as to where seams will be placed and the overall placement of the countertop piece on the slab. Due to the unique qualities of countertop material, it is understood that veining and color variations will be inconsistent. If a specific layout is not able to be performed due to unforeseen reasons, the layout will be determined by Rocktops management. We will take all applicable steps to represent the agreed-upon layout. However, we reserve the right to change the location of the seams while we are fabricating the tops to match grain flow or avoid areas of the slab that are not suitable for the rigors of the manufacturing process or transportation. The customer acknowledges that due to the variety, size, and inherent characteristics of the stone, consistent vein direction may not be achieved in some areas. Please note that all 90-degree inside corners will have a seam for warranty and installation purposes. This is a standard practice to maintain the integrity of the installation.
WARRANTY/DISCLAIMERS/LIMITATIONS OF LIABILITY
Rocktops guarantees, for 1 year from the date of installation, that the material will be free from fabrication and installation defects. Rocktops will repair or replace, at its option, without charge, the material if it fails during the term of the warranty due to any fabrication and installation defect. This warranty excludes damage caused by settling of the structure, improper use or maintenance of the material, and chips occurring after installation. No implied or expressed warranty of merchantability or fitness for a particular purpose is granted by this warranty except as expressly stated herein. Rocktops shall not be liable for any loss or direct, consequential, or incidental damages from the use or inability to use the material as stated herein. The foregoing warranty shall not apply to any labor or materials furnished by third parties, including the disconnection and/or reconnection of appliances and/or fixtures during the measuring and tear-out process.
Marble, sandstone, and limestone are more susceptible to scratching, staining, and etching. No warranty or guarantee as to surface damages after installation is complete on these products.