REFUND & CANCELLATION POLICY

ART OF STONE USA LLC
Charleston, South Carolina

This Refund & Cancellation Policy was last updated on October 10, 2025

1. Overview

At ART OF STONE USA LLC (“Company,” “we,” “us,” or “our”), we are committed to providing high-quality professional stone care and restoration services.

This Refund & Cancellation Policy outlines how deposits, cancellations, rescheduling, refunds, and minimum service fees are handled for residential, builder/property management, and commercial clients.

By booking a service, submitting a deposit, approving an estimate, or making a payment, you agree to this Policy.

2. Deposits and Payments

A deposit is required to confirm scheduling and reserve service dates.

Deposit requirements vary by project type and scope and are disclosed in the approved estimate or invoice.

Typical deposit guidelines:

  • Residential services: up to 50% of the total quoted amount

  • Builder / property management projects: as outlined in the written agreement or estimate

  • Commercial projects: retainers or deposits may be required and may become non-refundable once confirmed

All deposits are applied toward the final invoice balance unless forfeited under this Policy.

3. Cancellations by the Customer

a) Residential Clients

  • 48+ hours’ notice: cancellation or rescheduling without penalty

  • Less than 48 hours’ notice: deposit is forfeited

  • Same-day cancellation, technician en route, or service started:
    the minimum service fee of $250 may be charged, regardless of deposit amount

b) Builder & Property Management Clients

  • Cancellations must be submitted in writing at least 5 business days prior to the scheduled date

  • Cancellations or rescheduling with less than 5 business days’ notice may result in a project fee of up to 15%

  • Large-scale or multi-unit projects are subject to individually negotiated contract terms

c) Commercial Clients

  • Deposits or retainers may become non-refundable once labor, scheduling, or materials are allocated

  • Rescheduling is subject to availability and operational feasibility

4. Cancellations or Rescheduling by the Company

We reserve the right to cancel or reschedule services due to circumstances including, but not limited to:

  • Unsafe or hazardous working conditions

  • Severe weather

  • Material or supply delays

  • Equipment failure, illness, or emergencies

In such cases, clients may choose to:

  • Reschedule at the next available date, or

  • Receive a refund of any deposit paid if rescheduling is not possible

5. Refunds

Refunds are issued only under the following conditions:

  • The Company cancels the service and rescheduling is not possible

  • Duplicate payments were made in error

  • A written request is submitted within 7 days of payment, no work has begun, and no materials or labor have been allocated

Approved refunds are processed within 10 business days to the original payment method.
Payment processing fees may be non-refundable, depending on the payment provider.

Refunds are not available for:

  • Completed or partially completed services

  • Services already scheduled or prepared

  • Custom work or materials ordered specifically for the project

  • Annual care plans once the first visit has been completed

6. Rescheduling Policy

  • Residential clients may reschedule once without penalty if notice is given 48+ hours in advance

  • Additional reschedules may require a new deposit

  • Builder and commercial clients must provide at least 5 business days’ notice

  • If a new service date cannot be confirmed within 30 days, the deposit may be forfeited

7. No-Show / No Access Policy (Residential)

If our technician arrives at the scheduled location and is unable to access the property, or the client is unavailable, the minimum service fee of $250 may be charged.

8. Dispute Resolution

In the event of a dispute, both parties agree to attempt resolution through direct written communication prior to initiating any formal claim.

This Policy is governed by the laws of the State of South Carolina, with exclusive jurisdiction in Charleston County.

9. Contact for Requests

All cancellation, rescheduling, or refund requests must be submitted in writing to:

📧 olga@artofstoneusa.com