Project & Cancellation Policy

This Project & Cancellation Policy applies to consultations, design services, custom cabinetry, architectural millwork, related products, and other project services offered by NISORA. Because each project is made around a specific space, the signed proposal, design agreement, sales contract, order confirmation, change orders, delivery documents, and warranty terms for your project contain important project-specific details.

If this public policy conflicts with a signed project document, the signed project document controls for that project, except where applicable law gives you a right that cannot be waived. A website inquiry, consultation request, preliminary drawing, verbal discussion, or estimate does not by itself create a binding project commitment.

A project begins only after NISORA accepts the project in writing and all required starting conditions in the applicable proposal or agreement have been satisfied. Those conditions may include a signed agreement, an initial payment, complete client information, access for an agreed site visit, appliance specifications, plans, measurements, and confirmation of the intended scope.

NISORA may decline a project before acceptance if the requested scope, location, timing, budget, site conditions, or other requirements are not a suitable fit. Unless we expressly agree otherwise in writing, reserving a consultation does not reserve production capacity, materials, delivery dates, or pricing.

Preliminary estimates are based on the information available when they are prepared and may change after measurements, engineering, appliance selections, finish selections, freight requirements, taxes, building requirements, or other project details are confirmed. A proposal is valid only for the period stated in that proposal.

A project is accepted when the acceptance method stated in the proposal is completed and NISORA confirms acceptance. Pricing and scope include only the products and services expressly listed. Drawings, inspiration images, samples, renderings, and discussions do not add items to the scope unless they are incorporated into a signed document.

Accurate dimensions and site information are essential to custom work. The client must provide timely access and disclose conditions that may affect design, fabrication, delivery, or installation, including walls, floors, ceilings, utilities, obstructions, building rules, elevator restrictions, insurance requirements, and access limitations.

Where the signed agreement requires client-supplied or third-party measurements, the client is responsible for having the final field dimensions verified by a qualified professional before production release. If NISORA agrees to coordinate a measure, the site must be safe, accessible, and sufficiently complete for accurate measurement. Changes to the site after measurement may require redesign, new materials, additional charges, and a revised schedule.

The design scope, included revision rounds, deliverables, and design fee are stated in the project documents. Client feedback must be clear, consolidated, and provided by the person authorized to approve the project. Additional concepts, revisions, meetings, site visits, engineering, renderings, samples, or work outside the agreed scope may require a written change order and additional payment.

Concepts, drawings, renderings, specifications, and other project materials remain NISORA intellectual property to the extent permitted by law. The client receives the use rights stated in the signed agreement after required payments are made. Draft files are not construction documents unless NISORA expressly labels them as such.

The signed proposal or agreement identifies the price, deposit or initial payment, milestone payments, final balance, accepted payment methods, and any separately charged design, measurement, sample, freight, delivery, storage, tax, permit, insurance, or third-party costs. Payment milestones are tied to the project events described in that document.

A deposit is applied as stated in the project documents and is not automatically a cancellation penalty. If a project is cancelled, any refundable amount is calculated under this policy, the signed agreement, work completed, commitments made, costs incurred, amounts recovered or avoided, and applicable law. Late or incomplete payment may pause design, purchasing, production, release, or delivery and may change the schedule.

A request is not an approved change until NISORA confirms it in writing. A change order may describe the revised scope, price, payment due, schedule effect, and any superseded approval. NISORA may require payment and a signature before beginning changed work.

Changes requested after final approval may require new drawings, materials, supplier orders, fabrication, freight, or rework. NISORA may decline a requested change if it is technically unsuitable, unsafe, unavailable, inconsistent with completed work, or likely to compromise the project. Verbal conversations with team members, carriers, suppliers, or third-party installers do not amend the agreement.

Design, production, shipping, and delivery dates are estimates unless the signed agreement expressly states that a specific date is guaranteed. An estimated timeline normally begins only after all required approvals, information, selections, measurements, and payments have been received.

Schedules may be affected by client response time, revisions, site readiness, material availability, supplier capacity, fabrication complexity, carrier conditions, customs, building access, weather, and events outside NISORA’s reasonable control. NISORA will communicate material schedule changes when reasonably possible. If a shipment cannot be made within a promised period, NISORA will provide any delay notice, revised estimate, consent option, cancellation option, or refund required by applicable law.

A request to pause a project must be made in writing and is effective only when NISORA confirms it. A hold does not reverse completed work, supplier commitments, production, or charges already incurred. Pricing, material availability, production capacity, and delivery dates may change while a project is on hold.

If required information, approval, access, or payment is not provided, NISORA may place the project on hold after notice. Storage, rescheduling, remobilization, redesign, or vendor charges may apply when disclosed and reasonably connected to the delay. Prolonged inactivity may be treated as client cancellation only after written notice and an opportunity to respond, subject to the signed agreement and applicable law.

The financial result of a client cancellation depends on the stage reached when cancellation becomes effective:

1. Before project acceptance: there is generally no cancellation charge for an unaccepted proposal, but separately authorized consultations, measurements, samples, or design services remain payable.
2. After acceptance but before substantive work: prepaid amounts for unperformed work are generally refundable, less earned fees and nonrecoverable third-party costs permitted by the agreement and law.
3. During design and before production release: the client is responsible for completed design, measurement, site, project-coordination, engineering, sample, vendor, and other authorized work or nonrecoverable costs. Any remaining refundable balance is returned.
4. After final approval, purchasing, or production release: custom goods and committed services are ordinarily non-cancellable to the extent materials have been ordered, supplier commitments made, technical work completed, or fabrication begun. The client may be responsible for completed work, committed costs, reasonable mitigation expenses, and other lawful amounts, with credit for costs NISORA actually avoids or recovers.
5. After shipment or delivery: cancellation is generally unavailable. Claims involving damage, nonconformity, or warranty issues are handled under the applicable delivery and warranty terms.

A project-specific agreement may identify more precise milestones and consequences.

When a refund calculation is required, NISORA may deduct amounts lawfully due for services performed, approved work in progress, custom materials, supplier cancellation or restocking charges, nonrefundable freight, payment-processing costs where lawful, storage, and other documented commitments attributable to the project. NISORA will not intentionally recover the same loss twice and will credit amounts actually recovered or costs reasonably avoided.

Upon request, NISORA will provide a written summary of the calculation. An undisputed refund will be issued to the original payment method unless another method is agreed, within the time required by law and otherwise generally within ten business days after the refundable amount is determined. Banks and payment processors may require additional time to post the credit. Refunds do not include work already delivered or benefits already received unless law requires otherwise.

NISORA cabinetry and related components are selected or produced for a particular project. After final approval and production release, custom-sized, custom-finished, special-order, cut, drilled, modified, or fabricated products generally cannot be returned because of a preference change, measurement change, site change, or decision not to proceed.

Natural wood, stone, metal, veneer, and other materials may show expected variation in color, grain, pattern, texture, sheen, mineral character, oxidation, and aging. Screens, photographs, renderings, and small samples may not reproduce the full appearance of installed material. Reasonable natural variation is not a defect. This section does not limit remedies for goods that are damaged, materially nonconforming, or covered by an applicable warranty.

The client must provide accurate delivery information and ensure that the site can safely receive the shipment on the agreed date. Building reservations, certificates of insurance, elevator access, parking, permits, unloading labor, and pathway clearance are the client’s responsibility unless the signed agreement assigns them to NISORA.

If the site is not ready or delivery cannot be completed for reasons outside NISORA’s control, actual storage, handling, waiting, redelivery, and rescheduling charges may apply. The client or authorized recipient should inspect packages for visible damage at delivery, note damage on the carrier record, preserve packaging, and report issues within the claim period stated in the delivery documents. Title, risk of loss, and acceptance are governed by the signed agreement and applicable law.

Unless a signed project agreement expressly says otherwise, NISORA does not provide installation, plumbing, electrical, structural, general-contracting, permitting, demolition, wall preparation, flooring, painting, or other job-site work. The client is responsible for hiring properly qualified and licensed professionals where required and for coordinating their work.

Third-party installers and trades are independent from NISORA unless the agreement specifically states that NISORA is responsible for them. They must review site conditions, verify dimensions and utility locations, follow applicable codes and manufacturer instructions, and raise questions before cutting, altering, or installing components. NISORA is not responsible for damage or fit issues caused by unauthorized modification, incorrect third-party measurements, site deviations, improper storage, or improper installation, except to the extent law provides otherwise.

A report of shipping damage, missing items, manufacturing defects, or material nonconformity is not treated as a project cancellation. Notify NISORA promptly using the claim instructions in the delivery or warranty documents and provide the project number, item identification, photographs, packaging information, and a description of the issue.

NISORA may inspect the item or request additional information before approving a remedy. Depending on the agreement, warranty, and law, a remedy may include repair, replacement, completion, a reasonable price adjustment, or refund for the affected item. Do not discard, install, alter, or return a claimed item without instructions when doing so may prevent inspection or increase damage. Non-waivable legal rights remain available.

NISORA may suspend or terminate a project after notice for material nonpayment, missing approvals, repeated failure to provide required information or access, unsafe or unlawful conditions, abusive conduct, suspected fraud, or another material breach. Amounts due and any refund are then calculated under the signed agreement, this policy, mitigation principles, and applicable law.

NISORA may also cancel an unfulfillable order or affected portion because of discontinued materials, supplier failure, legal restrictions, or another condition that cannot reasonably be resolved. In that situation, NISORA will notify the client and provide the replacement, credit, cancellation option, or refund required by the agreement and law.

Neither party is responsible for delay caused by events beyond reasonable control, such as severe weather, disaster, fire, strike, war, civil disturbance, epidemic, government action, customs delay, carrier disruption, utility failure, or supply interruption. The schedule will be extended reasonably, and a prolonged event will be addressed under the agreement and applicable law.

Please contact NISORA promptly if you believe a charge, cancellation calculation, delivery, or project record is incorrect so the matter can be reviewed. Initiating a payment dispute does not by itself cancel the project or eliminate undisputed amounts due. Nothing here limits a lawful credit-card billing right or other non-waivable remedy.

This policy and project-specific agreements are governed by the laws of the State of New York, without regard to conflict-of-law principles, except that mandatory consumer protections of another jurisdiction continue to apply when they cannot be waived. Subject to those protections and any controlling signed dispute provision, proceedings may be brought in the state or federal courts located in New York.

If a provision is unenforceable, it will be enforced to the greatest lawful extent and the remaining provisions will continue. A delay in enforcement is not a waiver. Headings are for convenience only. The “Last updated” date identifies the current website version; changes apply prospectively and do not retroactively alter a signed project agreement unless the parties agree in writing or law requires otherwise.