top of page

FAQ's and Customer Responsibilities


Please read the items below regarding your project: 


Hours & Scheduling: We schedule all phases of our projects with open windows of times. Our start times for the first day are generally between 8-10am. Return trips will be scheduled in a 12-hour time block. It is highly recommended to allow us a way to enter your home at any time of day to minimize your wait time. The jobs that are the least stressful for our clients are the ones where we either have a key or a lockbox code. We may need to arrive late or work late at times. Please advise if there is a preference for working hours. The times shown on the calendar are a best-guess estimate with no guarantees. Service businesses in Atlanta have to deal with Traffic and Other Factors. Please allow an additional three-five days of work in case of additional touch up work on boards, unforeseen remodeling issues, subfloor or concrete repairs are needed,  dust removal, poly issues, or if additional coats of paint are needed. Saturdays and Sundays are up to the foreman and not included in our time estimates unless a conversation was given before the job commences. Please understand we are a group of craftsman and project managers that may need additional time to both start and finish projects to meet our high standards and our customer's wishes.

Dear Homeowner,

Thank you for choosing The Hardwood Guys to transform your kitchen cabinets. We are thrilled to be a part of bringing your kitchen to the next level! By submitting your deposit, you acknowledge and agree to the following contract terms:


1. Color Selection: As the client, it is your responsibility to choose the colors for your kitchen and provide that information to The Hardwood Guys.

2. Hardware: If applicable, such as handles and knobs, you are responsible for choosing and purchasing the hardware. Our team will install the hardware you provide at no additional charge, assuming no new holes need to be drilled.

3. New Hardware: We do not drill new holes for hardware. If you purchase new hardware that requires new holes, it is your responsibility to arrange for a handyman to predrill the holes before our scheduled date for picking up your doors.

4. Changes to Color Selection: If you need to make any changes to the color selections, please communicate them to us promptly. Once we have purchased the paint, no further changes can be made.

5. Estimated Completion Time: While we strive to complete the project within the estimated time frame, please understand that unforeseen variables such as weather and the condition of your cabinets may affect the timeline. We will communicate with you if any circumstances arise that may cause delays. 

6. Deposit: Please note that the deposit is non-refundable but can be applied to a lower-priced item, such as a bathroom vanity or kitchen island, if needed.

Here's a brief overview of what you can expect during the painting process:

Day 1: We will remove all doors and drawers, carefully numbering each piece and its corresponding hinge for precise reinstallation. Additionally, we will prepare the workspace by cleaning and prepping before sanding and priming.

Day 2: After buffing/sanding the primer with a HEPA vacuum for a smooth surface, we will caulk any cracks, nail holes, and baseboards. Finally, we will apply 2 to 3 coats of paint, depending on the color and its requirements.

Day 3: We will return with your doors. Please avoid placing any items back on your counters until we have completed the entire project.

Please keep in mind that the estimated start and completion dates are approximate, as each project is unique and subject to various factors.

How can you assist us?

- Clearing the Area: Remove the contents from shelves, countertops, and cabinets with glass doors that require painting inside. Only cabinets with glass doors will be painted on the inside. You are not required to remove the contents of other cabinets or drawers, but if you have any concerns about breakages, it's best to do so, especially for items with sentimental or monetary value. While we handle everything with care, accidents can happen, and The Hardwood Guys will not be held responsible for accidental breakages.

- Clean Floors: Please ensure that the area where we will be working is clean. As a significant portion of our job involves working on the ground, dirt can occasionally fly up during the process.

Important Details:

- Other Renovations: If you plan to change your countertops, backsplash, or floors, please have that work completed either before or after our cabinet painting project. We cannot paint while other work is being performed in the same area.

- Paint Odor: During the project, you may experience some paint odor. While we use low VOC paint, the primers we use may have an odor during application. However, by the end of the day, the odors should subside. To protect your belongings from dust, please cover them before we commence the work. We utilize HEPA Vacuum hand-sanders, which produce minimal dust, ensuring the best possible experience for you.

Process Overview:

The Hardwood Guys will remove cabinet doors, drawer faces, shelves, hardware, and other removable items, transporting them to our warehouse for preparation and painting. In some cases, wine racks may need to be completely removed if they cannot be easily taken apart. After the necessary cleaning, sanding, prepping, priming, spraying, and drying, we will transport the items back to your home. Masking, cleaning, sanding, priming, and painting of cabinetry boxes will be completed inside your home.

- Wood Imperfections: Please note that painting cabinets may highlight any imperfections in the wood that may have been less noticeable before. We use high-quality Benjamin Moore commercial grade cabinet paint to achieve a satin finish. While we apply two coats of primer and two coats of paint to achieve a factory-like finish, different wood types may yield varying results. For instance, oak, being a grainier wood, may retain some of its grain and not have a completely smooth, glass-like finish. We can match any color or provide you with our most popular options.

- Previously Painted Cabinets: If your cabinets were previously painted, please inform us beforehand, as this may require additional sanding and increase the project cost.

- Cabinet Alignment: Before starting the project, please be aware that cabinet doors may not be perfectly even due to wear, age, or improper installation. Painting the doors may magnify any existing misalignment. While we will attempt to straighten the doors during installation, we cannot guarantee complete alignment. Replacing old hardware and hinges with new ones is not included in the price, and any new hardware and hinges must be provided before the project start date. Replacing hinges can be complex, and it's crucial to ensure the adequacy of new hinges for your cabinet doors. If new handles or knobs are purchased and do not fit existing holes, please notify us before the start date, as additional charges will apply for patching. We are unable to drill new holes for new hardware at this time.

- Inspection and Payment: Once the project is completed, you will have the opportunity to inspect and evaluate the work. If you are unavailable at the time of completion, we expect the balance due to be paid in full. A one-year warranty period from the completion date will cover any necessary touch-ups, as detailed in the contract provided upon scheduling.

- Changes and Additional Work: If you decide to change or add items to the project during its progress, which were not initially agreed upon by both parties, we will provide you with a revised Scope of Work and associated costs. Changing the color selection after completing the job may result in scheduling constraints and additional charges.

Please be aware that, apart from the warranty specified in the Painting Services Agreement, The Hardwood Guys do not provide any warranties or guarantees regarding pre-existing conditions, damage, defects, or future functionality of the cabinetry and/or furniture. While we make efforts to detect and address such issues, we cannot be held liable for failure to do so. If we find that any cabinet or furniture to be painted is not suitable for repainting or beyond repair, we may suggest replacing that specific item at our discretion. However, the cost of replacement cabinetry/furniture or hardware will be your responsibility.

Lastly, please note that painted cabinets require a curing period indicated by the paint manufacturer. Although you can use your cabinets with care once we finish the project, it is best to treat the paint as if it were wet for the first three weeks, allowing it to settle and cure properly.

After the paint has fully cured, if necessary, you can gently clean the painted cabinets using a damp microfiber cleaning cloth or baby wipes without harsh chemicals. Avoid using ammonia-based products and magic erasers, as they can strip the paint and damage the finish.

If you have any questions, please don't hesitate to ask. Thank you for choosing The Hardwood Guys to transform your kitchen cabinets!


The Hardwood Guys


Problems with Workmanship or Material Issues: 

In rare cases, there will be issues with workmanship. We do state on our estimates that additional days may be needed to fix any workmanship issues. We reserve the right to fix any issues. THG will not be held liable for delays of revenue, hotel expenses, or moving expenses for any reason. Whether it's repairs, staining, finish, or install issue, we reserve the right to fix our work in a reasonable and timely manner. The work should be performed with no expectations of a discount unless offered by your project manager. If work can not be completed in a timely manner due to the time constraints of the homeowner and/or difficulties interacting with the client, all monies owed for work completed will be due with no additional funds or "penalties". The final payment should still be made within 24 hours or due on receipt. 


If there are material or workmanship issues, please understand that once a product or finish has been applied or installed, any changes may incur additional expenses. Please do your own research on grades and expectations of the purchased hardwoods or manufactured flooring. THG will not be held liable for delays of revenue, hotel expenses, or moving expenses for any reason. We have written terms stating that additional days may be needed to complete any workmanship or material issues. Please contact your project manager if you have any questions.  Upon signature, the customer agrees to all terms found here regarding your warranty: We will refer to the National Wood Flooring Association if concerns or conflicts in workmanship arise. Again, we reserve the right to fix any workmanship issues. 

If there are repairs done by other contractors, the amount must be approved, in writing, by a Project Manager of The Hardwood Guys. Do not expect payment if the amount is not approved before the work commences by the other contractor, cleaning company, and/or misc. expenditures. 

Remember, we're here to help. Please call or email if you have any questions. We reserve the right to fix all problems that may arise on our projects. We will attempt to make sure we do everything possible to correct issues if they occur. 

Notice of Audio and Video Recording: You and your home is subject to audio and video recording while we are onsite. These recordings may be utilized for various purposes, including but not limited to security, quality control, training, and promotional activities on social media and other platforms. By allowing us into your home, you acknowledge and consent to both audio and video recording, and understand that your consent is a condition of your entry onto the property. You further acknowledge and understand that the recordings may be used in various contexts, including those outlined above and/or to handle any disputes that may arise for any reason.If you do not wish to be recorded or have your voice recorded, please notify the property owner or representative immediately and refrain from entering the property. By entering the property, you are consenting to be recorded and to the use of your likeness and voice for the aforementioned purposes.

Cancelations: : Cancellations made within 7 days of the scheduled date,  will incur a late termination fee. The fee is 10% of the labor with a $250 minimum. In addition, any materials picked up and/or delivered will incur a minimum additional fee of 10% of the material costs and/or a minimum charge of $150.00 for pickup, restocking, and delivery. This charge is additional to the labor fees. If payment has been made and job is canceled, all postage fees, signature confirmation costs, and/or any payment fees will be taken from the total amount paid. Any fees charged by our distributor for any cancelations will be separate and added to the above fees. 


Payment Terms: Discounts are only offered on the base estimate and not to be combined with additional discounts or on optional upgrades. Discounts are only offered for Cash/Check payments unless specifically mentioned on your estimate. Payment is "Due on Receipt". Unless specifically stated, there will be an additional fee for any credit card or financing acquired through Greensky. Verbal agreements will not be honored if not in written form by the start of the job. If payment extends past 14 days, all discounts will be null and void and any merchant fees will be added to the new total. If payment extends the past 21 days, we will contact our Attorney. All Attorney fees and an additional $1,500 in administration costs will also be added to the total. At day 21,  Interest will be accrued at 1.5% per month thereafter. Day 30 we will lien the home and those fees will be added to the total. Honest reviews should be given if the job has been completed and within the warranty period. However, after the final payment has been made or a repair or discount offered, it is expected that the job will be considered confidential. Customer expressly agrees not to share or offer information showing or regarding this release to any person or entity, with the exception of the Customer’s attorney if applicable. Furthermore, Customer, if requested at any time, to remove current and future publishing, to the public or privately, through the internet or any other means of communication of the project, estimate, transaction, or the facts underlying the project. In the event that Customer is asked about the project or the underlying facts, Customer may say that the matter has been resolved and will provide no further information. All disputes or differences which may arise between the parties, out of or in connection to the provided estimate/invoice shall be settled by arbitration party of our choosing and held within the state of the parent company. Penalties of up to $10,000 for each occurrence may be initiated if these terms are violated.  Any legal fees will be charged to the client if any of these terms are not followed and if the judge/arbitrator rules in our favor. 

In the event of a national disaster, we will do our best to make sure we completed your job. But if there are circumstances that are beyond our control, we will ask to reschedule once we are able to service your project. If any deposits are payments are made, we will ask for for additional time to refund out customers in the event that we lose revenue and/or cash flow issues. We don't foresee this being an issue but we will need some help in the event there are problems in our supply chain or labor problems. 


COVID WAIVER: By allowing us into your home, you hereby release and agree to hold The Hardwood Guys, LLC.  harmless from and waive on behalf of yourself, your heirs, and any personal representatives any and all causes of action, claims, demands, damages, costs, expenses, and compensation for damages or loss to myself and/or property that may be caused by any act, or failure to act of THG, or that may otherwise arise in any way in connection with any services received from The Hardwood Guys, LLC.. you agree to release The Hardwood Guys, LLC., their employess and contrators from any and all liability for the unintentional exposure or harm due to the Coronavirus (COVID-19)

Please read each line item to make sure our responsibilities are understood. Once the project has started, it is understood that all items have been read and are accepted.

Tile Labor Terms and Conditions If Tile Is Added To The Project: 

Sure, here's the updated version incorporating the Tile Council of North America (TCNA) guidelines:

- The Contractor is responsible for providing all necessary labor, tools, and services for the tile installation as stipulated in the original proposal.
- All work will be performed in accordance with American National Standards Institute (ANSI) standards, specifically those relevant to lippage and grout.
- The Contractor will maintain compliance with ANSI standards on lippage, ensuring tile edges align within the specified tolerances.
- The Contractor will adhere to ANSI specifications for grout application, ensuring the agreed-upon color, texture, and uniformity.
- The work completion target is as outlined in the proposal, with the understanding that unforeseen circumstances could lead to reasonable delays.
- The Client acknowledges that tile installation is a craft, and slight variations in lippage, grout color, and grout lines, within the boundaries of ANSI standards, are to be expected.
- Payment terms are specified in the proposal, with the general expectation of full payment upon completion, unless other terms have been agreed upon in writing.
- Any adjustments to the original contract will necessitate a written change order, mutually agreed upon, detailing changes to work, price, and schedule.
- The Contractor guarantees the tile installation will be free from defects in workmanship for six months from the date of completion, unless otherwise indicated.
- In the event of a dispute, the Tile Council of North America (TCNA) guidelines will be referred to for resolution. If necessary, unresolved disputes will be addressed through arbitration, unless both parties agree otherwise in writing. The laws of the specified jurisdiction govern this agreement.

bottom of page