Terms of service

1. Scope of Work
Custom Dream Stairs provides design, supply, fabrication, finishing, and installation of custom stairs, railings, and related components.
Services may include:
• Site measurement
• Shop drawings and approvals
• Manufacturing of custom components
• Delivery
• Installation
• Repairs or modifications (if agreed in writing)
All work is based only on the written quotation and approved drawings. Anything not listed is excluded.
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2. Quotes & Pricing
• Quotes are valid for 30 days unless stated otherwise
• Prices may change if site conditions differ from what was shown or described
• Changes requested after approval will be charged as extras
• Taxes, permits, engineering, and other trades are not included unless clearly written
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3. Measurements & Site Conditions
The customer is responsible to ensure:
• Framing and subfloor are complete and accurate
• Walls are straight and finished to required level
• Floor heights do not change after measurement
• Area is ready and accessible
If site conditions change after measurement, additional cost and delays will apply.
We are not responsible for work done by other trades affecting our installation.
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4. Natural Wood & Material Variation
Wood is a natural material. The customer understands:
• Color and grain will vary
• Stain absorbs differently on each piece
• Small cracks, movement, shrinkage, expansion and joint lines are normal
• Seasonal gaps are normal in dry seasons
These are not defects and are not covered by warranty.
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5. Humidity Requirement (Very Important)
Solid wood products require proper humidity.
The homeowner must maintain indoor humidity between 35% – 50% year-round.
Damage caused by low humidity, high humidity, or sudden changes is not covered under warranty, including:
• Cracks
• Separation
• Warping
• Squeaks
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6. Schedule & Access
Customer must provide:
• Clear access to work area
• Parking space
• Electricity
• Safe working conditions
Delays caused by customer, other trades, or site readiness may result in rescheduling and extra charges.
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7. Payments
Typical payment schedule:
• Deposit — production slot reservation
• Progress payments — during production
• Balance — immediately after installation completion
Work may stop if payment is overdue.
All custom orders are non-refundable once production starts.
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8. Cancellations & Changes
After production begins:
• Deposits are non-refundable
• Materials already ordered or built must be paid in full
• Custom items cannot be returned
Any modification requested after approval will be charged.
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9. Glass & Railings Safety
Railing height, spacing, and design follow standard safety practices.
Customer is responsible for supervising children and proper use after installation.
We are not liable for misuse, climbing, sitting, or impact damage.
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10. Warranty
Workmanship Warranty
1 year from installation date
Covers:
• Installation defects
• Structural assembly issues
Does NOT cover:
• Movement of structure
• Drywall cracks
• Floor settlement
• Humidity related damage
• Scratches after installation
• Damage by other trades or occupants
• Normal wear and tear
Manufacturer warranties apply separately for hardware and glass.
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11. Damage & Protection
Customer must protect finished work after installation.
We are not responsible for:
• Paint damage during finishing
• Dust from construction
• Damage caused by other contractors
• Cleaning after other trades
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12. Limitation of Liability
Custom Dream Stairs liability is limited to the amount paid for the specific work performed.
We are not responsible for indirect damages, delays by suppliers, or construction schedule impacts.
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13. Governing Law
These terms are governed by the laws of Ontario, Canada.
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14. Acceptance
By approving a quote, making a payment, or allowing work to begin, the customer confirms they have read and accepted these Terms of Service.