At Equinox Home Improvement, we are committed to delivering the highest quality renovation and remodeling services across New Jersey. Our service policy ensures that every project is completed with professionalism, attention to detail, and your complete satisfaction. Whether you’re renovating your kitchen, building a deck, or remodeling your entire home, our team follows a structured process to meet or exceed your expectations. This comprehensive policy outlines everything from our satisfaction guarantee to our project management approach, giving you peace of mind every step of the way.

100% Satisfaction Guarantee

We are confident in our craftsmanship and our commitment to providing excellent results. At Equinox Home Improvement, we offer a 100% Satisfaction Guarantee. If, for any reason, you are not satisfied with the work completed, we encourage you to notify us within 24 hours of project completion. We will return to address any concerns and ensure the job is finished to your satisfaction. Your happiness with the final product is our top priority, and we won’t rest until we meet or exceed your expectations.

Open Communication – Keeping You Informed Every Step

Effective communication is the cornerstone of a successful renovation project. We encourage all of our clients to provide feedback and voice any concerns or special requests. Whether you want to discuss adjustments to the project, clarify details, or request changes, we are here to listen. You can contact us via phone or email at any time. Our project managers will ensure that your preferences are taken into account and reflected in the work we perform.

Preparing for Your Home Improvement Appointment

At Equinox Home Improvement, we strive to make the renovation process as stress-free as possible. You don’t need to worry about preparing your home before our team arrives. However, if specific areas of your home require special attention or preparation, we recommend letting us know in advance. Clear communication ensures that our time is spent efficiently, focusing on the tasks that matter most. For larger renovation projects, we may ask you to remove valuable or fragile items from work areas to ensure their protection.

• Payment Terms

We require full payment at or before the completion of each phase of the project. Payments can be made via check, cash, or credit/debit card. For your convenience, we also offer automatic payment options through your bank. If you require an invoice or a detailed breakdown of the project cost, feel free to contact our office, and we will provide it promptly. Late payments may incur a 15% service charge, so we encourage you to stay on top of payments to avoid unnecessary fees.

• Cancellations and Rescheduling

We understand that schedules can change. You are welcome to cancel or reschedule your appointment with at least 24 hours’ notice. Due to the nature of our business and our commitment to our staff, late cancellations or rescheduling within 24 hours will result in a $200 missed appointment fee. This fee covers the lost time and ensures that our staff, who rely on a full schedule, are fairly compensated.

• Estimated Arrival Time and Flexibility

We provide an estimated window of arrival to ensure clear communication. Should our team be significantly off schedule (more than 30 minutes early or late), we will call you to keep you updated. Travel time, traffic, and previous appointments can impact our arrival, but we do our best to accommodate your requested time frames. If you prefer a specific appointment time (such as the first appointment of the day), please let us know, and we’ll do our best to accommodate your request.

Key Access and Entry to Your Property

For ongoing home improvement projects, we recommend providing a key for entry to avoid delays. All keys are securely stored in a lockbox in our office and are only issued to our team on the day of your scheduled work. In the unlikely event that a key is lost, we will notify you immediately and cover the cost of replacing the key or changing locks, if necessary. If we are unable to access the premises for a scheduled appointment, a $90 lockout fee will apply.

Duration of Projects and Time Management

The time required for your home improvement project may vary depending on the scope of work. For regularly scheduled appointments, we will assess the time spent and make adjustments as needed. If we find that a project is taking less or more time than anticipated, we will discuss the necessary adjustments with you to ensure fair pricing and timely completion. If you wish to add or remove tasks during the project, please inform us so we can adjust accordingly.

Consistency and Staffing

We assign a dedicated team leader to each project to ensure consistency and personalized service. Your team leader will become familiar with your specific preferences and oversee the entire project. In the event of staff illness, vacations, or other absences, we will substitute team members as needed, but we always strive to maintain continuity. During busy times, such as holidays, substitutions may be necessary, but we’ll do our best to send at least one familiar team member.

Safety Guidelines

Safety is a top priority at Equinox Home Improvement, and we ask that you follow these safety guidelines during our work:

• Ladders and Furnitureimb on furniture. 

Our staff will not use ladders taller than 30 inches or climb on furniture. We use extension poles to reach high areas safely.

• Heavy Lifting

Our team does not move or lift heavy furniture or objects weighing more than 20 pounds.

• Hazardous Conditions

These precautions help ensure the safety of both our team and your property.

Handling Breakage and Damage

Our team is trained to handle your property with the utmost care, but we understand that accidents can happen. If any damage or breakage occurs during the project, we will inform you immediately and file a report with our office. If you notice damage after the project is completed, please notify us within 24 hours. Equinox Home Improvement will take responsibility for any damages caused by our staff and will repair or replace items as necessary.

For items that are irreplaceable or of high sentimental value, please inform us in advance so we can take extra precautions. We are not responsible for damages caused by pre-existing conditions or items that are not securely attached, such as loose wall hangings or improperly installed fixtures.

Tipping Policy

While tipping is optional, it is always appreciated by our hardworking team. Tips can be given directly to the team or added to your final payment. Many of our clients choose to tip at the end of the project or during special occasions. Your generosity goes a long way in showing appreciation for the quality work our team provides.

Holidays and Scheduling

Our team observes the following holidays:

• Christmas Day (December 25)
• New Year’s Day (January 1)
• Memorial Day
• Independence Day (July 4)
• Labor Day
• Thanksgiving Day

If your project falls on any of these holidays, please contact us to reschedule. We will work with you to find an alternative time that suits your schedule.