SERVICE PROCESS & PROJECT POLICIES

How We Work

Our stone restoration service follows a structured workflow from evaluation to completion. We outline scheduling, deposits, billing, and professional standards so expectations are clear before work begins.

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Our Service Process & Project Standards

Every project follows a defined workflow that prioritizes preparation, communication, and professional execution. From the initial evaluation to final walkthrough, we operate with structured scheduling, clear expectations, and controlled project management to ensure reliable results.

For surface-specific education, visit our Stone Restoration FAQs or Surface IQ™.

Evaluation & Estimate Process

Every project begins with a structured evaluation to confirm surface type, condition, and scope of work. Our goal is to provide accurate recommendations and clear pricing before scheduling begins.

Yes. We provide free on-site estimates within a 40-mile radius of our Spring, TX location.

For locations outside our standard service area, we offer:

  • A free phone or video consultation (FaceTime or Zoom), or
  • An on-site evaluation for a travel fee, discussed in advance and credited toward the project if approved.

This ensures accurate pricing while respecting both your time and ours.

We primarily serve Spring, The Woodlands, Tomball, Kingwood, and surrounding North Houston areas.

We also regularly complete projects throughout Greater Houston, including Katy, Cypress, Memorial, River Oaks, and nearby communities.

Service availability is confirmed based on location and project scope.

For a full service coverage overview, please visit our Service Coverage page.

n some cases, we can provide preliminary guidance based on photos or a video call. However, final pricing typically requires an on-site evaluation to properly assess material type, condition, square footage, and any existing coatings or damage.

Accurate pricing depends on proper inspection.

A demo (or test area) is a small section of the surface restored to demonstrate the expected results before full project approval.

This is typically recommended when:

  • The finish has severe etching or wear
  • The client wants to compare honed vs polished results
  • There is uncertainty about final appearance

Demo fees are discussed in advance and may be credited toward the full project if approved.

Most residential evaluations take approximately 20–40 minutes, depending on the size and condition of the surface.

Commercial evaluations may take longer depending on scope.

You will receive either same-day pricing or a written estimate within 24 hours in most cases.

Scheduling & Deposits

Scheduling is confirmed only after estimate approval. We operate on a structured calendar system to ensure each project receives the proper time, staffing, and preparation required for professional results.

We recommend booking at least 1–2 weeks in advance for most residential projects.

Larger homes, multi-day restorations, or commercial projects may require additional lead time. Scheduling availability varies based on season and current workload.

Early scheduling ensures preferred dates.

Yes. A deposit is required to secure your project date on our calendar.

Deposit amounts vary based on project size and scope and are outlined in your written estimate. Work dates are not reserved until the deposit is received.

This ensures scheduling integrity for all clients.

We allow one (1) reschedule per project with at least 48 hours notice, subject to availability.

Because your project date reserves dedicated labor, equipment, and calendar capacity, additional reschedules may result in forfeiture of the deposit due to scheduling disruption and reserved resources. See our policy here.

Cancellations must be submitted in writing. Deposits are non-refundable once your project is scheduled.

Cancellations made less than 48 hours before your scheduled service may result in deposit forfeiture, and same-day cancellations, denied access, or no-shows may be charged up to the full service amount.

Specific terms are outlined in your written service agreement. Scheduling reserves labor, equipment, and calendar availability specifically for your project.

Most residential restoration projects take between one and three days, depending on square footage and surface condition. Commercial or large-scale projects may require additional time. Exact timelines are confirmed during your evaluation.

Standard residential projects are completed during normal business hours to ensure proper staffing, supervision, and quality control. After-hours, evening, or overnight scheduling may be available for certain commercial or time-sensitive projects.

Due to adjusted labor requirements, supervision, and operational impact, after-hours or overnight work is billed at a premium rate — typically 2× the standard rate, and in some cases up to 3×, depending on scope and staffing needs.

Availability is limited and must be scheduled in advance including a deposit.

Project Preparation & On-Site Expectations

Proper preparation ensures your project runs efficiently and delivers the expected results. The following guidelines help minimize delays and protect both your property and our team during restoration.

Clients are responsible for ensuring the work area is fully accessible prior to our arrival.

We do not move:

  • Pianos
  • Grandfather clocks
  • Refrigerators
  • Laundry machines (washers/dryers)
  • Safes
  • Built-in cabinetry
  • Large or fragile items

These items must be professionally moved before the scheduled service date.

Light, non-fragile furniture may be repositioned when feasible, but full area clearance is the client’s responsibility.

If work areas are not accessible at arrival, the project may be delayed and rescheduling policies may apply.

Stone restoration involves mechanical grinding and polishing equipment. While dust control systems are used, some noise and minimal airborne particles are normal during the process. We take reasonable measures to protect surrounding areas, but complete isolation of dust is not guaranteed.

For residential projects, someone 18 years or older must provide initial access. After access is granted, presence during the entire project is not required unless otherwise discussed. Clear communication is essential.

Dry times vary depending on:

  • Surface type
  • Sealer application
  • Environmental conditions

In most cases:

  • Light foot traffic is allowed within several hours
  • Full use is typically restored within 24 hours

Specific care instructions will be provided at completion. You can learn more about the care of your surfaces by viewing our stone care guides.

Scheduled project dates reserve labor, equipment, and calendar time specifically for your property.

If access is denied upon arrival, required areas are not cleared, or the site is not prepared as outlined during the evaluation, a Denied Access / Incomplete Preparation Fee may apply.

For commercial projects or multi-day reservations, loss of scheduled production time may result in:

  • A minimum service charge
  • Forfeiture of deposit
  • Additional rescheduling deposit requirements

Repeated access issues may require project reevaluation before rescheduling.

Clear communication prior to your scheduled date prevents unnecessary delays and additional costs.

Payments & Documentation

We invoice projects according to the agreed scope, schedule, and terms outlined in your estimate and service agreement. This section explains how payment is structured, accepted methods, billing timing, and documentation practices.

We accept the following forms of payment:

  • Credit card (processing fees 3% may apply)
  • Apple Pay
  • Zelle
  • ACH transfer
  • Cash
  • Business check

Personal check acceptance is subject to approval.

Final payment is due upon substantial completion of work, unless alternative terms are documented in your service agreement.

Final payment is due when the work is substantially complete and before final documentation is issued, unless another arrangement is documented in your written agreement.

This ensures: Clear records for both parties, Proper closure of project files, Accurate invoicing.

Yes. For larger or phased projects, we may schedule progressive billing based on pre-defined milestones.

Typical progressive billing structure includes:

  • Initial deposit to secure schedule
  • Progress invoice(s) at agreed project milestones
  • Final invoice at substantial completion

Progressive billing terms will be outlined in your written service agreement.

This ensures continuity of work and fair settlement throughout lengthy or multi-stage projects.

Sales tax is applied in accordance with Texas state regulations and depends on:

  • The type of service being performed
  • Whether the project is residential or commercial
  • The classification of labor versus materials
  • Whether the service falls under taxable categories

Certain legacy services, such as carpet cleaning, upholstery cleaning, and rug cleaning, are taxable and will include applicable sales tax.

Non-profit organizations must provide valid exemption documentation prior to invoicing in order for tax to be excluded.

Sales tax status will be clearly reflected on your invoice when applicable.

Yes. All projects include itemized invoicing showing:

  • Labor costs
  • Material charges
  • Applied taxes
  • Billing milestones

Clear invoicing helps you reconcile payments and project records.

Timely payment ensures project momentum and protects scheduling.

Late payments may result in:

  • Suspension of further work
  • Delayed project completion dates
  • Additional administrative fees

Specific terms regarding late payment consequences will be outlined in your service agreement.

Warranty & Professional Standards

We stand behind the quality of our workmanship and operate with defined professional standards. However, natural stone is a reactive material, and ongoing use and maintenance directly impact long-term appearance.

We warrant our workmanship at the time of completion to ensure the agreed restoration scope has been properly executed. Because natural stone surfaces are subject to daily use, cleaning products, spills, impact, and environmental factors, long-term appearance cannot be guaranteed once normal use resumes.

Any concerns should be addressed during the final walkthrough prior to project closure.

No.

Etch marks are caused by acidic substances reacting with calcium-based stone surfaces such as marble, travertine, and limestone.

Once the project is completed and the surface is returned to service, we cannot control exposure to:

  • Food and beverage spills
  • Cleaning chemicals
  • Personal care products
  • Environmental contaminants

For this reason, new etching after completion is not covered under warranty.

Maintenance guidance is provided at project completion to help minimize recurrence.

Yes. We operate as a fully insured professional restoration company. Proof of insurance can be provided upon request for residential and commercial projects.

The majority of restoration work is performed directly by NextGen Surface Care technicians to maintain consistent quality standards. For certain projects that require specialized trades or support services, we may coordinate with trusted subcontract professionals.

When subcontractors are used:

  • Work is clearly defined
  • Scope is controlled
  • Standards are maintained
  • We remain involved in project oversight

Our role as the primary restoration contractor does not change.

Yes. NextGen Surface Care is occasionally retained by other contractors, property managers, and service providers to perform specialized restoration tasks requiring advanced equipment, controlled finishing processes, or technical expertise.

Over the years, we have assisted numerous industry peers with complex restoration projects where precision and specialized capabilities were required.

In these cases:

  • We operate as a white-label or specialty partner
  • Scope is clearly defined
  • Quality standards are maintained
  • Professional discretion is respected

Being selected by other industry professionals reflects the technical standards and operational discipline we bring to every project.

Ready to Schedule Your Evaluation?

If you’re ready to move forward, the next step is a structured surface evaluation. During your evaluation, we confirm scope, condition, scheduling availability, and project requirements so expectations are clear before work begins.

If you’re still researching surface care options or want to better understand your material, you can explore our educational resources here.

Request a Surface Evaluation

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