Terms and Conditions

Client Responsibilities


1) All cabinets that are to bear the weight of the countertop must be fully installed and affixed to the wall.

 a) If any end panels, gables or doors are missing that have the potential to impact the countertop overhangs, the client must indicate their location and thickness with permanent marker, written on cabinet tops.

b) No cabinet modification can be made after the template.

c) All base cabinets must be level. Greenstone Countertops Inc. (GCI) does not modify or level cabinets prior to countertop install. Cabinets which are not level will create high points for the stone to rest on, causing irregular pressure points. This may lead to material failure.

d) Structural integrity of the stone surface cannot be guaranteed unless it is levelled to a tolerance of:

i) ¼” for quartz countertops;

ii) ⅛” for granite, quartzite, marble, and other natural stones; and,

iii) laser levelled with a tolerance of 1/16” for Dekton, Neolith, porcelain, and other ultra- compact surfaces.

e) If the Template Technician (templator) determines that the cabinets are insufficiently installed for the template, a second template appointment will be required at an additional cost of $200.00.

 2) If the client has particular needs for overhangs, corner radii, sink reveal, or any other subtle aspects of the design, such requests have to be communicated to GCI sales staff and reflected on the Sales Order. If such specific design requests are not reflected on the Sales Order, the templator will select these subtleties on the client’s behalf based on best practices or manufacturer default settings. It is the client’s responsibility to ensure that any particular fabrication requests are reflected on the Sales Order.

2) If a full height backsplash is being measured, all upper cabinets as well as any door, window trim, appliances, etc., that will butt against the stone must be fully installed.

 a) This includes, but is not limited to, over-the-range microwaves and range hoods.

b) In applications where the full height backsplash is terminating at the ceiling, the range hood should be installed after the installation of the backsplash.

c) The homeowner or their representative must be present during a backsplash template. Otherwise, the templator will make decisions on the client’s behalf.

 3) All sinks, appliances and any other items that require a cutout in the countertop must be on site and in the room that are to be installed in. For projects with multiple sinks, the sinks must be clearly labelled with their intended install location.

 a) Failure to label sinks with their intended install location may result in a sink mix up.

b) If the sink is not to be installed in the centre of the sink cabinet, the location of the sink centre must be clearly indicated with permanent marker on the cabinet tops by the client.

c) Specific locations for cutout(s) on full height backsplash, must be clearly indicated - location and size - with a permanent marker drawn on the wall. This includes holes for mounting range hoods..

d) If the sink, cooktop, or appliance is not on site at the time of template, the client may provide the templator a cutout size. In such an event, the client assumes all risk with respect to the cutout size.

 4) All undermount apron, ceramic, cast iron, or other sinks weighing more than 35lbs fall in the category of “special sinks.” These sinks require additional sub-structure that supports the sink from below. It is the client’s responsibility to ensure that “special sinks” are adequately supported, levelled with the cabinet top and positioned in their final resting place prior to the template. Failure to do so may result in the templator making an assumption of the sink location that is inconsistent the with client’s wishes.

 5) The client, or the client’s representative with decision making authority, should be present for the template appointment to clarify any areas of ambiguity and confirm all aspects of the scope of the job.

 a) If the homeowner or representative chooses not to be present, and sufficient detail is not in the Sales Order, the template technician will make decisions on the client’s behalf, in accordance with

standard practices or default settings. This may include, but is not limited to, countertop overhangs, corner radii, sink reveal, faucet and soap dispenser hole locations.

 6) Sinks with a front edge to back edge measurement of 19” or greater (17” or greater bowl dimension, front to back), are oversized for standard cabinet depths. These sinks may not allow sufficient room for faucets with large operating handles.

 a) If the client is using an oversized sink, the faucet must be on site at the time of template and the location of the faucet hole is to be discussed with the technician.

b) If the technician deems that there is not enough clearance for the sink and faucet, the client may need to purchase a different sink, or different faucet.

 7) Pets that may interfere with the templating appointment must be secured in a different area of the home. Failure to do so may result in the requirement of a second appointment at the client’s expense.

 8) GCI has the ultimate authority on seam locations for structural reasons and material calculations. GCI will work with the client to best accommodate the client’s wishes on seam locations. 

a) If the client is insistent on a seamless job, a particular seam location, or requesting vein matching - this must be communicated to the sales staff at the point of sale, as the purchase of additional material may be required.

b) Seams may be required if the stone cannot physically be brought into its final location due to size, weight, or material fragility.

9) If old countertops are on the cabinets during the template appointment, the client must pull the stove out its cavity to enable templating the side panels, left and right of the stove. 

a) If the client chooses not to pull the stove out of its cavity prior to the template appointment, the technician may move the stove on the client’s behalf.

b) GCI is not responsible for any damage that may occur to the stove, adjacent cabinets or the floor, during the movement of that appliance on the client’s behalf.

10) All items must be removed from countertops/cabinet tops in order to enable templating of the cabinets and walls. 

a) If the template technician must move any items around on the countertop to facilitate measurements, GCI is not responsible for any damage that may occur to such items.

11) Lining up new sinks with old drain pipes is unlikely. GCI positions sink openings in accordance with company tolerances and best practices. The client should assume that old drainage plumbing will not line up with their new sink and that a plumbing contractor may be required to complete their sink and faucet hook. Plumbing connections and faucet mounting are the sole responsibility of the client. 

12) To change the date of an already scheduled template appointment, GCI requires a minimum of 24 hours’ notice.

13) Failure to comply with the aforementioned “Client Responsibilities” may result in the requirement of an additional template appointment for which the client will be billed $200.00.



1) Greenstone Countertops Inc. (GCI) will mount standard sinks and drill faucet holes as part of the installation. GCI will not mount “special sinks.” Undermount apron, fireclay, cast iron, and any other sinks that weigh more than 35lbs fall in the category of “special sinks.” These sinks require additional support and their installation is the responsibility of the client.

2) Unless “Tear Out” is purchased by the client, it is the client’s responsibility to remove any existing countertops, sinks, and / or fixtures prior to installation. If GCI is doing the tear out but the client wants to keep specific items that are attached to their old countertops, such as the faucet or sink, the client must remove such items before GCI performs their work. During the removal of old countertops, there is a risk of damage to adjoining drywall or paint. It is the client’s responsibility to touch up the drywall and paint following the work performed by GCI.

3) All items must be removed from countertop or cabinet tops, and from cabinets that will contain sinks. 

a) It is recommended that items be removed from other cabinets and drawers. If not, it should be expected that some dust or debris will fall onto those items.

b) The GCI install team will clean construction debris caused by our scope of work from empty cabinets but will not clean out cabinets or drawers that contain the client’s personal items.

4) All sinks provided by the client should be labelled and located next to their respective cabinets.

 5) Cooktops should be easily accessible and located in the room they will be installed in. The installation team will verify the cutout size against that appliance, but will not install the cooktop.

8) GCI install teams use 16 foot box trucks. Client vehicles and personal items that may impede GCI from parking next to a suitable entryway into the building, and from transporting or installing stone must be moved to accommodate best access. 

a) If GCI needs to move the client’s personal items to enable installation, GCI is not responsible for any damage that may result from moving such items.

b) If there is too much debris or construction materials on site that prevent the installation crew from performing their duties, GCI may reschedule the install at a cost of $200.00 borne by the client.

9) During adverse weather conditions, the client must ensure that the driveway, walkway and stairs are to be clear of snow and ice, and adequately salted or sanded. 

10) Pets must be secured in a different area of the home. Installers will be making several trips to the truck and back to the jobsite, throughout the installation process. GCI is not responsible for runaway pets.

11) For safety reasons, installers must wear steel toe boots with rubber tread to handle stone surfaces. It is GCI policy to use drop sheets over hardwood and carpeted floors to protect those surfaces from work boots, but not over tile. If the client has particular concerns about the use of footwear indoors, this must be communicated to the install team upon arrival.

12) Once the install date is accepted by the client, it cannot be changed within 2 business days of the scheduled appointment, otherwise a fee of $200.00 may apply. GCI must keep to a firm fabrication and install schedule in order to provide our clients with fast turnaround times.

13) Upon completion of the install, the client, or their designated representative, must be present to verify that the installed product is free of any physical damage (chips, cracks, or scratches). Should the client or their representative choose to not be present, the client will have up to 24 hours from the time of install to inspect the product for physical damage. Any findings of physical damage are to be communicated to GCI via email, info@greenstonecountertops.com, with accompanying photos, within that timeline. See GCI Warranty for further details.