Refund & Service Policy
Last Updated: January 2026
At NextGen Surface Care, our work is highly specialized, diagnostic-based, and custom to each surface. Because no two surfaces — or conditions — are ever the same, our policies are designed to be fair, transparent, and protective for both our clients and our team.
Please review the following policy carefully before approving any estimate or scheduling service.
Important: Deposits, Rescheduling & Refunds
- Deposits are non-refundable once scheduled.
- Refunds are not issued once work begins.
- One reschedule allowed (48+ hours notice) without penalty.
- Additional reschedules may forfeit the deposit.
- Reschedules are subject to availability.
Nature of Our Services
All services provided by NextGen Surface Care are custom restoration services, including but not limited to:
• Marble, travertine, limestone, terrazzo, concrete, granite, quartzite, and quartz restoration
• Cleaning, honing, polishing, grinding, lippage removal, repairs, filling, sealing, and refinishing
• Stain removal and surface correction
These services are:
• Performed on existing materials with unknown history
• Influenced by prior wear, installation quality, moisture, structural movement, and previous treatments
• Permanent and irreversible once completed
Because of this, results can never be guaranteed to be “like new,” only professionally improved within the limits of the material.
2. Estimates, Approvals & Deposits
• All estimates are based on visible conditions at the time of inspection
• Hidden issues may be discovered once work begins
• Any significant scope changes will be discussed before proceeding
Deposits:
• Deposits are non-refundable once work is scheduled
• Scheduling reserves labor, equipment, materials, and calendar availability
3. Refund Policy (Core Terms)
No Refunds After Work Has Begun
Once any of the following occurs, no refunds will be issued:
• Technicians arrive on site
• Equipment is unloaded or set up
• Cleaning, grinding, honing, polishing, sealing, or repairs begin
This includes partial work, test areas, or exploratory correction.
4. Satisfaction & Professional Standards
Our commitment is to perform all work:
• Using industry-accepted methods
• With professional-grade equipment and materials
• According to the approved scope of work
Refunds are not issued for:
• Normal variations in natural stone color, pattern, veining, or texture
• Pre-existing damage, wear, stains, etching, cracks, pitting, or structural issues
• Conditions caused by previous contractors, installers, or cleaners
• Results that are technically improved but not visually “perfect” due to material limitations
• Changes in appearance caused by lighting, moisture, or surface dryness after service
5. Subjective Dissatisfaction vs. Defective Work
We distinguish between:
Legitimate Quality Issues:
If a service was not performed according to the agreed scope, we may re-inspect and perform reasonable corrective work if appropriate.
Subjective Preferences:
Refunds will not be issued for:
• Personal preference changes after completion
• Expectations beyond what was discussed/documented
• Comparisons to photos/videos/other properties
• Online images that do not reflect the actual condition of your surface
6. Maintenance, Wear & Post-Service Changes
NextGen Surface Care is not responsible for changes after completion caused by:
• Improper cleaning products or methods
• Acidic spills, abrasives, or harsh chemicals
• Foot traffic, furniture movement, pets, or construction
• Moisture intrusion, slab movement, or environmental factors
Maintenance guidance is provided, but ongoing care is the client’s responsibility.
7. Cancellations & Rescheduling
• Rescheduling is permitted one (1) time per project without penalty, provided the request is made at least 48 hours before the scheduled appointment.
• Reschedules are based on availability and may result in a later service date.
• If a client reschedules more than once, the deposit may be forfeited due to calendar disruption and reserved capacity.
• Cancellations made less than 48 hours before the scheduled service may forfeit the deposit.
• Same-day cancellations, denied access, or “no-shows” may be charged up to the full service amount.
Force Majeure (Acts Beyond Control)
If service must be rescheduled due to events outside reasonable control (e.g., severe weather/disaster, emergency evacuation orders, war, widespread outages, or other true force majeure events), we will work with you in good faith to reschedule without penalty, subject to availability.
8. Chargebacks & Disputes
Clients agree to contact NextGen Surface Care before initiating any chargeback or payment dispute.
Chargebacks filed after work has begun or completed may be contested with signed approvals, photos/videos/documentation, and communication records.
Unjustified chargebacks may result in additional fees and collection efforts.
9. Acceptance of Policy
By approving an estimate, paying a deposit, or allowing work to begin, the client acknowledges that they have read, understood, and agreed to this Refund & Service Policy in full.
Why We Don’t Offer Refunds
At NextGen Surface Care, our work is fundamentally different from routine cleaning or replaceable products.
We specialize in professional restoration of existing surfaces, many of which are decades old, previously repaired/coated/damaged, and installed by different contractors under unknown conditions.
Once restoration work begins, the surface is permanently altered. Grinding, honing, polishing, sealing, and repairs cannot be “undone” or returned to their prior state.
Restoration is diagnostic, not cosmetic. Our responsibility is to improve the surface to the highest professional standard possible within the physical limits of the material — and communicate realistically, not promise perfection.
Natural stone is not a manufactured product. Variation and differing responses are inherent to the material.
If something is not performed according to the approved scope, we address it through inspection and reasonable correction where appropriate.
We encourage questions before scheduling so expectations are clear and confidence is high.