Terms & Conditions
Stone & Stem Ltd | Company No. 16692153 | 15 Bracken Close, Bookham, Surrey, KT23 3ER
1. About these Terms
These Customer Terms & Conditions set out the basis on which Stone & Stem Ltd (“Stone & Stem”, “we”, “us” or “our”) provides works and services to a client (“you” or “the Client”). The specific quotation, scope of works, agreed price and any written variations form part of the contract.
Where the Client is a consumer, these Terms operate alongside and do not remove or restrict any rights the Client has under applicable consumer law. Where the Client is a business, the agreed commercial terms apply subject to applicable law.
2. Quotations and Estimates
A quotation describes the proposed scope and price based on the information reasonably available to us at the time. Unless stated otherwise, quotations are valid for 30 days. An estimate is an indication of likely cost and is not a fixed price.
A quotation does not include work outside the stated scope, concealed conditions that could not reasonably have been identified before work began, or client-requested changes, unless expressly included.
3. Formation of the Contract
A contract is formed when the Client accepts the quotation or otherwise instructs Stone & Stem to proceed and Stone & Stem confirms acceptance. The quotation, scope, these Terms and agreed written variations should be read together.
4. Price and VAT
The agreed price will be stated in the quotation. Where VAT applies, it will be charged at the prevailing rate and shown separately or stated as included, as appropriate.
5. Deposits and Payments
Where applicable, the Client will pay a 30% deposit as stated in the quotation. The deposit secures the agreed works and assists with mobilisation, procurement and scheduling.
For smaller works, payment may be due on completion. For larger works, Stone & Stem may issue fortnightly valuations or invoices, as set out in the quotation or payment schedule.
Invoices are normally requested to be paid within 3 days of issue unless a different period is expressly stated. If an invoice is genuinely disputed and promptly raised, the Client should identify the disputed amount and reason without withholding unrelated sums.
6. Late Payment
For business customers, Stone & Stem may exercise rights available under applicable commercial late-payment legislation, including statutory interest and recovery costs where applicable. For consumer customers, any interest or recovery provision will only be applied where lawful, proportionate and fair.
7. Programme and Completion
Any start and completion dates are estimates unless the contract expressly states that a date is fixed. The programme may be affected by weather, material availability, client decisions, third-party works, site conditions, statutory approvals and other circumstances outside Stone & Stem’s reasonable control.
We will communicate material delays and, where reasonably possible, provide an updated programme.
8. Client Responsibilities
Provide reasonable access to the site at agreed times.
Provide timely decisions, approvals and selections.
Disclose known information about the property, services, previous works and relevant restrictions.
Obtain approvals or consents expressly stated as the Client’s responsibility.
Keep children, pets and unauthorised persons away from working areas.
Provide suitable access to water, electricity and other agreed facilities where reasonably required.
9. Variations and Additional Works
Changes requested by the Client, or additional work identified after the contract starts, should be priced and agreed in writing before the work is carried out wherever reasonably practicable. A variation may affect the price and programme.
Where urgent work is reasonably necessary to protect the property, site or people, Stone & Stem may take proportionate steps and will notify the Client as soon as reasonably practicable.
10. Unforeseen and Concealed Conditions
If conditions are discovered that could not reasonably have been identified from the information available when the quotation was prepared, Stone & Stem will explain the issue and its likely impact. Examples may include concealed structural defects, unknown services, unsuitable ground, hidden damage, defective previous work or unexpected site conditions.
Where additional work is required, we will seek written approval of the revised cost and programme before proceeding wherever reasonably practicable.
11. Materials and Client-Supplied Items
Stone & Stem will select and procure materials in accordance with the agreed specification unless the Client supplies or selects items. Where a Client chooses a particular product, finish or specification after receiving appropriate information, Stone & Stem is not responsible for defects inherent in the selected product or for consequences arising from the Client’s selection, subject always to applicable law.
12. Subcontractors
Stone & Stem may use trusted specialist subcontractors where appropriate. Stone & Stem remains responsible for coordinating subcontracted works that form part of its agreed project scope, subject to the terms of the contract.
13. Existing Property and Services
We will take reasonable care of existing property. We cannot be responsible for concealed defects, undocumented services or pre-existing conditions that could not reasonably have been identified before work began.
14. Site Conditions, Access and Protection
The Client is responsible for informing Stone & Stem of known restrictions, rights of access, fragile areas, alarms, neighbouring arrangements and other matters that may affect the works. We will take reasonable steps to protect the working area, but construction work can create dust, noise, vibration and unavoidable disruption.
15. Quality and Workmanship
Stone & Stem will carry out agreed works with reasonable care and skill and in accordance with the agreed scope, applicable requirements and appropriate industry practice.
16. Defects and Snagging
On completion, the Client may identify reasonable snagging items or defects. The Client should notify Stone & Stem promptly and provide reasonable access for inspection. Where Stone & Stem is responsible for a defect, we will be given a reasonable opportunity to inspect and rectify it.
17. 12-Month Workmanship Warranty
Stone & Stem provides a 12-month workmanship warranty from practical completion for defects in workmanship attributable to Stone & Stem. This warranty is in addition to, and does not remove or reduce, statutory consumer rights.
The warranty does not normally cover fair wear and tear, misuse, accidental damage, alterations by others, lack of reasonable maintenance, client-supplied product defects, manufacturer defects, or conditions outside Stone & Stem’s control, subject always to applicable law.
Manufacturer warranties for products and equipment will be passed to the Client where available and applicable.
18. Completion and Handover
A project will be treated as practically complete when the agreed works are substantially complete and the property can reasonably be used for its intended purpose, subject to minor snagging. Final accounts and handover information will be provided where applicable.
19. Photography and Marketing
Stone & Stem may photograph completed works for records and portfolio purposes. Images used publicly will be handled in accordance with the Client’s consent and any agreed restrictions. We will avoid publishing personal information or identifying details unless separately authorised.
20. Cancellation and Termination
Consumer cancellation rights may apply depending on how and where the contract was entered into and the nature of the works. Stone & Stem will provide any legally required cancellation information and will not seek to contract out of statutory rights.
Either party may seek to terminate a contract where the other commits a material breach and, where appropriate, fails to remedy it within a reasonable period after written notice. Any termination provisions are subject to applicable law and the circumstances of the contract.
21. Liability and Insurance
Stone & Stem maintains insurance cover including public liability and products liability of £5 million, tools and materials cover of £10,000 and contract works cover of £100,000, subject to the terms, exclusions and limits of the relevant policies.
Nothing in these Terms excludes or limits liability where the law does not permit such exclusion or limitation.
22. Complaints
Clients should raise concerns promptly. Stone & Stem will investigate complaints fairly, communicate the outcome and, where an issue is identified, seek a reasonable resolution.
23. Disputes
The parties should first attempt to resolve disputes through direct communication. Where appropriate, the parties may consider mediation or another proportionate form of dispute resolution before commencing court proceedings.
24. Governing Law
These Terms are governed by the law of England and Wales, subject to any mandatory rights that apply to the Client.
Quotation & Estimate Terms
Stone & Stem Ltd | Company No. 16692153 | 15 Bracken Close, Bookham, Surrey, KT23 3ER
Using the quotation
This quotation sets out the works Stone & Stem proposes to carry out and the basis on which the price has been calculated. It should be read with Stone & Stem’s Customer Terms & Conditions.
Quotation validity
Unless stated otherwise, this quotation remains open for acceptance for 30 days. Prices may be reviewed after that period.
Fixed price vs estimate
Where the document is expressly identified as a fixed-price quotation, the stated price applies to the defined scope, subject to agreed variations and unforeseen conditions. Where identified as an estimate, the final cost may differ.
What is included
Only works and materials expressly described in the scope are included. Items not stated are excluded unless subsequently agreed in writing.
Unforeseen conditions
Concealed or unexpected conditions may require additional work and cost. Stone & Stem will explain the issue and seek approval before proceeding wherever reasonably practicable.
Acceptance
Acceptance confirms that the Client has reviewed the scope, assumptions, exclusions, payment arrangements and programme. A signature, written acceptance or instruction to proceed may constitute acceptance of the quotation and applicable Terms.
VAT
Where VAT applies, it will be charged at the prevailing rate and shown on quotations and invoices as required.
Payment & Deposit Policy
Stone & Stem Ltd | Company No. 16692153 | 15 Bracken Close, Bookham, Surrey, KT23 3ER
Standard approach
30% deposit where applicable. Small works may be payable on completion. Larger projects may be invoiced fortnightly or by agreed stage/valuation. Invoices are normally requested to be paid within 3 days unless the quotation states otherwise. Payments should be made using the method shown on the invoice.
Deposit
A deposit may be used to secure the project, order materials, allocate resources and plan mobilisation. Any refund or treatment of a deposit will depend on the contract, the work already performed, goods ordered and applicable law.
Late payment
For business customers, Stone & Stem may rely on applicable statutory commercial late-payment rights. For consumers, any interest or recovery charge will only be used where lawful and proportionate.
Variations & Additional Works
Stone & Stem Ltd | Company No. 16692153 | 15 Bracken Close, Bookham, Surrey, KT23 3ER
Procedure
The purpose of this procedure is to keep changes clear, priced and agreed before work is undertaken.
Steps
1. Client requests a change or Stone & Stem identifies additional work.
2. Stone & Stem explains the change and, where possible, provides a written variation price.
3. Any programme impact is explained.
4. Client approves or declines the variation in writing.
5. Stone & Stem carries out the approved variation.
6. The agreed amount is included in the relevant invoice or valuation.
Urgent works
For urgent works necessary to protect people or property, Stone & Stem may act reasonably before written approval and will notify the Client promptly.
Unforeseen Conditions & Hidden Works
Stone & Stem Ltd | Company No. 16692153 | 15 Bracken Close, Bookham, Surrey, KT23 3ER
Overview
Construction and refurbishment work can reveal conditions that could not reasonably be identified during quotation.
Examples
Concealed structural defects; unknown or inaccurately located services; unsuitable or contaminated ground; hidden damp, rot or decay; defective previous workmanship; unexpected drainage or utility issues; materials or construction methods not visible before opening up.
How we deal with them
Where such conditions materially affect cost or programme, Stone & Stem will explain the issue, provide options where reasonably possible and seek written approval before additional work is undertaken.
Cancellation & Termination Policy
Stone & Stem Ltd | Company No. 16692153 | 15 Bracken Close, Bookham, Surrey, KT23 3ER
Overview
Cancellation rights vary according to the client type, contract and how the agreement was entered into. Consumer cancellation rights will be respected where applicable.
Before works begin
A Client wishing to cancel should contact Stone & Stem in writing. Any refund or amount retained will be dealt with in accordance with the contract and applicable law, taking account of goods ordered, work completed and reasonable costs where legally recoverable.
After works begin
Where a contract is cancelled or terminated, Stone & Stem may be entitled to payment for work properly performed and costs or commitments properly incurred, subject to the Client’s legal rights.
Stone & Stem termination
Stone & Stem may seek to suspend or terminate works where there is serious non-payment, denial of reasonable site access, unsafe conditions, material breach or another lawful basis. We will act proportionately and in accordance with the contract and applicable law.
12-Month Workmanship Warranty
Stone & Stem Ltd | Company No. 16692153 | 15 Bracken Close, Bookham, Surrey, KT23 3ER
Our commitment
Stone & Stem provides a 12-month workmanship warranty from practical completion for defects in workmanship attributable to Stone & Stem.
Covered
Defects directly attributable to Stone & Stem workmanship; failure of completed work to meet the agreed scope due to our workmanship, subject to applicable law.
Not normally covered
Fair wear and tear; accidental damage or misuse; alterations or repairs carried out by others; failure to carry out reasonable maintenance; defects in client-supplied materials or products; manufacturer or product failures covered by another warranty; pre-existing or concealed conditions not caused by Stone & Stem; damage arising from events outside reasonable control.
Statutory rights
This warranty does not reduce statutory consumer rights.
Defects & Snagging Procedure
Stone & Stem Ltd | Company No. 16692153 | 15 Bracken Close, Bookham, Surrey, KT23 3ER
Procedure
1. Client reports the issue to Stone & Stem with a description and photographs where useful.
2. Stone & Stem acknowledges the report and arranges inspection where necessary.
3. The issue is assessed to determine whether it falls within Stone & Stem’s responsibility.
4. Where appropriate, Stone & Stem agrees a reasonable method and timeframe for rectification.
5. Rectification is completed and the Client is updated.
6. If the issue is outside Stone & Stem’s responsibility, the reason will be explained and any proposed remedial work will be separately quoted where appropriate.
Complaints Procedure
Stone & Stem Ltd | Company No. 16692153 | 15 Bracken Close, Bookham, Surrey, KT23 3ER
Our approach
We want concerns resolved quickly and professionally.
Procedure
1. Raise the concern with Stone & Stem as soon as reasonably possible.
2. Provide relevant details, photographs and dates where available.
3. Stone & Stem will review the matter and may arrange an inspection.
4. We will explain our findings and proposed resolution.
5. Where an issue is accepted as our responsibility, we will seek a reasonable remedy.
6. If the matter remains unresolved, the parties should consider proportionate dispute resolution such as mediation before litigation.
Photography & Portfolio
Stone & Stem Ltd | Company No. 16692153 | 15 Bracken Close, Bookham, Surrey, KT23 3ER
Purpose
Stone & Stem would like to photograph completed projects to demonstrate its work and maintain a project record.
Use of images
With Client consent, photographs may be used on Stone & Stem’s website, social media, portfolio, brochures, advertising and other reasonable marketing materials.
Privacy
Stone & Stem will aim to avoid publishing personal information, identifiable people, house numbers or sensitive details unless appropriate consent has been obtained.
Client preference
☐ I consent
☐ I do not consent
Client details
Client name: __________________________________________
Signature: _____________________________________________
Date: _________________________________________________
Project Completion & Handover (Necessary job dependent)
Stone & Stem Ltd | Company No. 16692153 | 15 Bracken Close, Bookham, Surrey, KT23 3ER
Project
Client: ______________________________________________
Property / Site: ______________________________________
Project reference: ____________________________________
Practical completion date: ______________________________
Completion
The agreed works have reached practical completion subject to any items listed below.
Outstanding snagging / agreed follow-up
1. __________________________________________________
2. __________________________________________________
3. __________________________________________________
Documents / certificates handed over
______________________________________________________
Warranty
Stone & Stem’s 12-month workmanship warranty applies from practical completion, subject to its terms and applicable law.
Client acknowledgement
I acknowledge that the project has reached practical completion subject to the items noted above. This acknowledgement does not waive statutory rights.
Client signature: _______________________ Date: __________
Stone & Stem: __________________________ Date: __________
Privacy Policy
Stone & Stem Ltd | Company No. 16692153 | 15 Bracken Close, Bookham, Surrey, KT23 3ER
Effective date
16 September 2026
Who we are
Stone & Stem Ltd, 15 Bracken Close, Bookham, Surrey, KT23 3ER, company number 16692153, is responsible for personal information collected through this website and in the course of providing our services.
Information we may collect
Name and contact details; property or site address; project requirements and communications; quotation, contract, payment and project information; photographs and project information where consented or otherwise lawfully used; website enquiry and technical information where applicable.
Why we use information
To respond to enquiries; prepare quotations and contracts; provide and manage projects; communicate with clients and suppliers; process payments and maintain business records; meet legal, accounting and insurance requirements; improve and promote our services where lawful.
Sharing information
We may share relevant information with trusted subcontractors, suppliers, professional advisers, insurers, payment providers, IT or service providers, or authorities where necessary and lawful.
Retention and security
We retain information only for as long as reasonably necessary for the purpose collected, contractual and legal requirements, dispute management and legitimate business records. We take reasonable technical and organisational measures to protect information.
Your rights
Depending on the circumstances, individuals may have rights including access, correction, deletion, restriction, objection and data portability. Requests should be sent to Stone & Stem Ltd using the contact details on the website.
Changes
This notice may be updated from time to time. The latest version will be published on the website.
Cookie Policy
Stone & Stem Ltd | Company No. 16692153 | 15 Bracken Close, Bookham, Surrey, KT23 3ER
Effective date
16 September 2026
Overview
Stone & Stem’s website may use cookies and similar technologies.
Essential technologies
Some cookies or similar technologies may be necessary for basic website operation, security, forms or user preferences.
Analytics and marketing
Where analytics, advertising, embedded media or other non-essential technologies are used, appropriate consent will be obtained where required before those technologies are activated.
Managing preferences
Visitors may be provided with a cookie consent mechanism where required. Browser settings may also allow cookies to be controlled or deleted.
Third-party services
Where third-party services are used on the website, the relevant service, purpose and applicable consent requirements will be described through the website’s cookie controls and notice.
Website Terms of Use
Stone & Stem Ltd | Company No. 16692153 | 15 Bracken Close, Bookham, Surrey, KT23 3ER
Website operator
This website is operated by Stone & Stem Ltd, company number 16692153.
Website content
We aim to keep website information accurate and current but do not guarantee that every page is complete or error-free. Website content is provided for general information and does not form part of a quotation unless expressly incorporated into a contract.
Portfolio images
Project photographs and other creative content belong to Stone & Stem or are used with appropriate permission. They must not be copied or reused commercially without permission.
Enquiries
Submitting an enquiry does not create a contract. A contract is only formed in accordance with the applicable quotation and contract terms.
External links
Where the website links to third-party websites, Stone & Stem is not responsible for their content or policies.
Governing law
These website terms are governed by the law of England and Wales, subject to mandatory consumer rights.
Company Policies
Stone & Stem Ltd | Company No. 16692153 | 15 Bracken Close, Bookham, Surrey, KT23 3ER
Quality
We aim to deliver consistently high standards, use suitable materials and methods and continually improve our working practices.
Customer Care
We value clear communication, honest advice and strong long-term client relationships.
Health & Safety
We take reasonable steps to identify hazards, assess risks and maintain safe working environments in accordance with applicable requirements.
Environment
We seek to reduce waste, use resources responsibly and consider environmental impacts wherever reasonably practical.
Waste Management
Waste is handled and disposed of responsibly, with reuse and recycling considered where appropriate.
Contractors & Suppliers
We aim to work with competent, reliable and professional suppliers and specialist contractors.
Equality & Respect
We expect employees, contractors, clients and suppliers to treat one another fairly and respectfully.
Professional Conduct
We value honesty, integrity, accountability, quality and pride in our work.
Our commitment
Our aim is simple: to do things properly, communicate clearly and take pride in everything we deliver.