Customer Agreement Template for Countertop Fabrication Shops
What Is a Customer Agreement for Fabrication?
This customer agreement template covers what every countertop fabrication shop needs.
A customer agreement is a legally binding contract between a countertop fabrication shop and the customer (homeowner or contractor). It defines the project scope, material selection, pricing, payment terms, timeline expectations, warranty coverage, and dispute resolution process. Shops operating without written agreements face 3-5x more payment disputes, scope creep, and legal exposure than shops using standardized contracts.
TL;DR: Customer Agreement Must-Haves
- Written agreements prevent 80% of payment disputes and scope disagreements
- Include specific material, edge, cutout, and finish details -- vague descriptions cause remakes
- Payment terms should require 50% deposit before any work begins
- Clearly define what is included AND what is excluded
- Natural stone variation clause protects against color/pattern complaints
- Change order process prevents unpaid scope creep
- Have an attorney review your template before first use -- $500-$1,500 well spent
Customer Agreement Template
Section 1: Parties and Project
COUNTERTOP FABRICATION AND INSTALLATION AGREEMENT
Agreement Date: ________________
Agreement #: ________________
FABRICATOR:
[Company Legal Name]
[Address]
[Phone] | [Email]
License #: ________________
CUSTOMER:
Name: ________________
Address: ________________
Phone: ________________ Email: ________________
PROJECT ADDRESS: ________________
(if different from customer address)
Section 2: Scope of Work
The Fabricator agrees to provide the following services:
Material: ________________________ (Color: ________________)
Thickness: ______ Finish: ______
Slab Lot #: ______ (if specific slab selected)
Areas to be covered:
[ ] Kitchen perimeter Approx. SF: ______
[ ] Kitchen island Approx. SF: ______
[ ] Bathroom vanity Approx. SF: ______
[ ] Bar top Approx. SF: ______
[ ] Other: ____________ Approx. SF: ______
Edge Profile: ________________
Backsplash: [ ] Yes (Height: ______") [ ] No
Cutouts and Features:
[ ] Sink cutout (undermount) Qty: ____
[ ] Cooktop cutout Qty: ____
[ ] Faucet holes Qty: ____
[ ] Soap dispenser hole Qty: ____
[ ] Waterfall edge Qty: ____
[ ] Support brackets Qty: ____
Additional Services:
[ ] Old countertop removal
[ ] Plumbing disconnect/reconnect
[ ] Other: ________________
Section 3: Pricing and Payment
PRICING:
[Itemized pricing as per approved quote - attach quote as Exhibit A]
Total Estimated Price: $________________
(Final price based on actual measured square footage)
PAYMENT TERMS:
Deposit (50% of estimated total): $________ Due at signing
Balance: Due upon completion of installation
Accepted methods: Check, Credit Card, ACH
Late Payment: Balances not paid within 7 days of installation
completion are subject to a late fee of 1.5% per month.
NSF Checks: A fee of $35 will be charged for returned checks.
Section 4: Project Timeline
ESTIMATED TIMELINE:
Template Visit: Within ____ business days of deposit receipt
Fabrication: Within ____ business days of approved template
Installation: Within ____ business days of completed fabrication
Estimated Total: ____ business days from deposit to installation
Timelines are estimates and may be affected by:
- Material availability
- Site readiness
- Customer response time for approvals
- Weather (for exterior installations)
- Force majeure events
Section 5: Critical Contract Clauses
Natural Stone Variation Clause: Natural stone (granite, marble, quartzite) varies in color, pattern, and veining. Samples and slab photos are representative but the installed product may differ from samples. Customer acknowledges and accepts natural variation as inherent to the material, not a defect.
Seam Disclosure: Seams are a necessary part of stone countertop fabrication. The Fabricator will place seams in the least visible locations consistent with structural integrity. Seams will be color-matched but may be visible. The presence of seams is not a defect.
Change Order Policy: Any changes to material, scope, design, or specifications after this agreement is signed require a written Change Order signed by both parties. Additional charges may apply. Changes requested after fabrication has begun may result in additional material costs.
Site Readiness: Customer is responsible for ensuring the project site meets readiness requirements including: cabinets installed and level, plumbing roughed in, and appliances/fixtures on-site or specifications confirmed. If the site is not ready at the scheduled template or installation time, a rescheduling fee of $______ may apply.
Customer Approval Requirement: Customer must review and approve the countertop layout drawing before fabrication begins. Fabrication will not start without written or electronic approval. Delays in approval will extend the project timeline.
Cancellation Policy: If Customer cancels after signing but before fabrication: deposit is forfeited less any refundable material costs. If Customer cancels after fabrication begins: Customer is responsible for full project cost. Special-order materials are non-refundable once ordered.
Section 6: Warranty
WORKMANSHIP WARRANTY:
The Fabricator warrants installation workmanship for a period of
____ year(s) from the installation date. This covers:
- Seam separation due to improper bonding
- Installation defects (loose countertop, improper leveling)
- Edge profile defects from fabrication
This warranty does NOT cover:
- Normal wear and tear
- Damage from misuse, abuse, or accidents
- Staining due to improper care or failure to seal (natural stone)
- Chips or cracks caused by impact
- Damage from excessive heat
- Natural stone characteristics (fissures, pitting, variation)
- Damage caused by other trades after installation
MANUFACTURER WARRANTY:
Engineered stone (quartz) carries a separate manufacturer warranty.
Details provided at installation.
Section 7: Signatures
By signing below, both parties agree to the terms of this agreement.
Customer Signature: _________________ Date: _________
Printed Name: _______________________
Fabricator Representative: _____________ Date: _________
Printed Name: _______________________
Title: _______________________
Attachments:
[ ] Exhibit A: Approved Quote
[ ] Exhibit B: Material Selection Photos
[ ] Exhibit C: Edge Profile Selection
[ ] Exhibit D: Care and Maintenance Instructions
Key Clauses Fabricators Often Miss
| Missed Clause | Risk Without It | How Often Disputed |
|---|---|---|
| Natural stone variation | Customer demands replacement for "wrong color" | 5-8% of natural stone jobs |
| Final price based on actual SF | Customer disputes higher final bill | 10-15% of jobs |
| Site readiness responsibility | Rescheduling costs eat profit | 5-8% of template visits |
| Customer approval before fab | "That is not what I wanted" disputes | 3-5% of jobs |
| Change order requirement | Unpaid scope additions | 15-20% of jobs |
| Cancellation/refund policy | Deposit refund demands | 3-5% of sales |
FAQ
Do I need a lawyer to create my customer agreement? You should have an attorney licensed in your state review your agreement template at least once. Cost: $500-$1,500. This one-time investment protects against disputes that could cost $5,000-$20,000+.
Is a verbal agreement legally binding? In most states, verbal contracts for services under a certain dollar amount are technically enforceable, but proving terms without written documentation is extremely difficult. Always use a written agreement.
Should the agreement include a lien waiver? Yes, if your state requires it. A lien waiver protects the homeowner from mechanics' liens and protects you from subcontractor claims. Include conditional and unconditional waivers as applicable.
What happens if the final square footage is different from the estimate? Your agreement should state that the final price is based on actual measured square footage from the template. Homeowners should expect the final price to vary by up to 10-15% from the estimate.
Can I use the same agreement for commercial and residential work? Residential and commercial projects have different legal requirements. Commercial work may need prevailing wage clauses, bonding requirements, and different warranty terms. Use a separate template for commercial jobs.
How should I handle deposits for special-order materials? State clearly that deposits for special-order materials are non-refundable once the order is placed with the supplier. Some shops require a higher deposit (60-70%) for special orders to cover material procurement.
What warranty period is standard for fabrication work? 1-2 years for workmanship is industry standard. Some shops offer lifetime workmanship warranties to differentiate from competitors. Material warranties are set by the manufacturer, not the fabricator.
Should I include an arbitration clause? Arbitration clauses can be beneficial because they keep disputes out of court and reduce legal costs. Discuss with your attorney whether binding arbitration or mediation-first is appropriate for your state and business model.
Manage Every Agreement in One Place
SlabWise stores customer agreements, approvals, and change orders in each job file. When a customer calls with a question about their contract, your team can pull it up in seconds. Start your 14-day free trial at slabwise.com.
Sources
- National Kitchen & Bath Association -- Contract template guidelines
- American Bar Association -- Construction contract resources
- ISFA -- Customer agreement best practices for fabricators
- Natural Stone Institute -- Consumer protection recommendations
- Remodeling Magazine -- Contractor agreement surveys
- Small Business Administration -- Contract law basics