Service Policies
To keep our schedule running smoothly for everyone, we coordinate appointments by region and often group multiple jobs in the same area on the same day. Because of this, a single change can affect several other customers’ appointments. We appreciate your understanding of the policies below.
Rescheduling / Cancellation
We ask for at least 4 days’ notice if you need to reschedule or cancel. Changes made within 4 days of your appointment may require a $250 rescheduling fee, due before a new date is booked. Exception: If we need to reschedule due to weather (snow/ice) there is no fee - this is at our discretion and may apply to multiple appointments on the affected day. Please see our Weather Alert Policy for more information on that.
Trip Fee for Incomplete Service
Occasionally we arrive on site and are unable to complete the scheduled service. When this happens, a trip fee of $150-$250 applies (based on location and the time blocked for your job). This most often happens when:
Table dimensions differ from what was described - for example, a table described as 7’ turns out to be 8’ (insufficient cloth on hand), or a table described as 8’ turns out to be 8.5’ or 9’ (outside our table-moving capability).
Bumper condition differs from what was described - recovers require soft bumpers. If bumpers are hard on arrival, we will not install new cloth as planned (worn bumpers cause new cloth to wear quickly and prevent the table from playing correctly, which we’re not willing to put our name on). In this case, you have two options: pay the trip fee and reschedule once bumpers are addressed, or have us remove the rails on-site for rubber replacement at our shop - in which case we’ll work out a plan to complete the recover once the rails are back.
The table isn’t accessible - for example, snow/ice or other obstructions along the pathway. In winter, we ask that the path be cleared (by both seller and buyer, for table moves) before we arrive.
For Marketplace type purchases (used tables), the table hasn’t been inspected in person before we’re asked to evaluate it - and the buyer decides not to proceed once we are on site.
Customer purchases a NEW table that is to be delivered by that company and the delivery is delayed beyond scheduled appointment for installation, or arrives damaged.
Wood backing has separated from the slate - occasionally, during a move, disassembly/setup, or recover, we find the wood backing has come loose from the slate. This requires a shop repair (sometimes including cutting new wood and glue cure time) before we can proceed at an additional $250. If you choose not to proceed with the repair, the trip fee applies instead.
Winter Weather Alert Policy
In Michigan and surrounding areas, the weather is very unpredictable. We don’t travel and do jobs in snow and ice for various reasons. We watch the weather forecasts in your area for the day of your service (which can change from day to day!) and if there is snow or ice forecasted for that day, we’ll contact you to RESCHEDULE. We apologize for any inconvenience, but it’s simply not safe for our truck, our crew, and your table.
***** IMPORTANT *****
Please be sure to clear driveways and walkways/pathways for our arrival. If we arrive and the PATH from our truck to the necessary door is not clear, we will not risk the safety of our crew to do the job, and you will be charged a TRIP FEE $150-$250. This is escpecially critical for a TABLE MOVE. Carrying heavy slate or other table components is too risky to the table and to our crew on a snowy or icy surface. You may need to shovel a grassy area if that’s the PATHWAY.