Customer information

Customer policies

Effective upon public launch

Keystone Development Solutions LLC, doing business as Keystone Development, believes successful construction projects begin with clear expectations, honest communication, disciplined planning, and mutual accountability. These Customer Policies explain Keystone's general operating practices and what customers may expect during consultation, planning, construction, closeout, and warranty administration.

These policies provide general guidance and supplement, but do not replace, a signed construction agreement, scope of work, change order, warranty, financing document, or other project-specific writing. If these policies conflict with an executed agreement, the executed agreement controls.

Our commitment to customers

Keystone works to provide:

• Professional and respectful service
• Honest recommendations and clearly documented project scopes
• Organized project management and quality-focused workmanship
• Transparent communication about material decisions, costs, and schedule developments
• Fair and ethical business practices
• Professional support from initial consultation through applicable closeout and warranty processes

Construction involves conditions and dependencies that cannot always be predicted. Keystone's goal is to reduce avoidable uncertainty through planning, documentation, communication, and verification.

Consultations and project qualification

Keystone may evaluate project objectives, existing property conditions, location, decision-making authority, budget alignment, requested timing, design preferences, permitting needs, financing considerations, trade availability, safety, and operational fit. An inquiry, consultation, site visit, preliminary estimate, or proposal does not obligate Keystone or the customer to proceed.

Proposals are based on information reasonably available when prepared. Pricing, scope, and scheduling may change if customer selections, requested work, site conditions, regulations, design requirements, market conditions, or other underlying assumptions change.

Construction agreements and authorization

Construction work begins only after required project documentation and prerequisites are complete. Depending on the project, these may include:

• An executed construction agreement and approved scope of work
• Required deposits, initial payments, or financing confirmation
• Permits, approvals, engineering, selections, and access arrangements
• Insurance documentation or other project-specific requirements
• Formal confirmation from Keystone that the project is ready to begin

Verbal conversations, emails, text messages, proposals, and field discussions do not independently authorize construction or modify an agreement. Only persons with appropriate authority may approve scope, price, schedule, or contract changes.

Scope of work

Each accepted project is governed by its written scope and related contract documents. These documents may identify included and excluded work, material assumptions, allowances, responsibilities, schedule assumptions, site conditions, closeout requirements, and warranty information. Work outside the approved scope generally requires written authorization through Keystone's change process.

Deposits and procurement

Deposits may be required before scheduling, engineering, design, permitting, procurement, fabrication, or mobilization. Deposit amounts, due dates, application, refundability, and related conditions are governed by the applicable agreement. Keystone may defer commitments or orders until required funds and approvals are received.

Progress payments and final payment

Customers must make payments according to the schedule in the signed agreement. Milestones may relate to contract execution, procurement, project start, completed phases, substantial completion, closeout, or other stated events. A milestone payment may become due based on the contractual milestone even when additional visible work remains.

Customers should raise billing questions promptly through the designated project contact. Unless the agreement provides otherwise, a question regarding one portion of an invoice does not excuse timely payment of undisputed amounts.

Late or unpaid amounts

Late or missed payments may delay material orders, scheduling, inspections, trade coordination, warranties, closeout, or continued work. As permitted by the agreement and applicable law, Keystone may suspend work, reschedule the project, recover costs caused by delay, or exercise other available remedies. A work suspension does not eliminate obligations for completed work, approved materials, committed costs, or other contractual responsibilities.

Where authorized by the agreement and law, remedies may include recovery of outstanding balances, applicable interest or charges, collection expenses, attorney fees, court costs, mechanic's or construction lien rights, and other lawful relief. A delay in exercising a right does not waive that right.

Scheduling and delays

Construction schedules are estimates or planning commitments based on known conditions. Timing may be affected by weather, inspections, permits, utilities, customer decisions, design revisions, hidden conditions, financing, material availability, manufacturer delays, labor or trade availability, safety concerns, emergencies, and events outside Keystone's reasonable control.

Keystone will communicate material schedule developments when reasonably practical. Schedule adjustments caused by customer delay, changed scope, unknown conditions, or external events may affect project cost and sequencing.

Customer communication and decisions

Keystone generally designates a primary project contact and uses documented communication channels to preserve decisions, approvals, updates, and responsibilities. Customers should direct project instructions through the designated contact and respond to time-sensitive requests by the stated deadline. Delayed decisions may affect procurement, labor coordination, and completion.

Response times may vary based on urgency, active field operations, normal business hours, and the information required to provide an accurate answer. Emergency conditions involving immediate danger should be reported to the appropriate emergency service before contacting Keystone.

Change orders

Project changes may result from customer requests, concealed conditions, code or permit requirements, design revisions, unavailable materials, manufacturer changes, safety needs, or professional recommendations. When practical, Keystone will document the changed work, price adjustment, schedule effect, and required authorization before related work proceeds.

Except when immediate action is reasonably necessary to protect people or property, changed or additional work generally requires documented approval. A change may affect other project activities even if the changed work appears limited.

Existing and concealed conditions

Some conditions cannot be confirmed until demolition, excavation, testing, investigation, or construction begins. Examples include structural deficiencies, moisture or water damage, mold, pests, hazardous materials, electrical or plumbing deficiencies, code issues, concealed utilities, unsuitable soils, and improper prior construction.

If an unknown condition is discovered, Keystone may pause affected work to investigate, protect the site, consult appropriate professionals, or prepare a change proposal. Additional work, time, testing, remediation, or cost may be required.

Materials, availability, and substitutions

Product pricing, availability, lead times, specifications, and manufacturing status may change. Natural materials and manufactured products may also vary in color, grain, pattern, texture, dimensions, or appearance. When a specified product becomes impractical or unavailable, Keystone may recommend a comparable alternative. Material substitutions that materially affect appearance, performance, cost, or schedule require appropriate review and authorization.

Customer selections

Customers are responsible for making selections identified in the project documents or selection schedule. These may include flooring, paint, cabinetry, countertops, fixtures, appliances, hardware, finishes, and related details. Late selections, revised selections, incomplete information, or unavailable products may affect price, procurement, sequencing, and completion.

Site access and customer responsibilities

Customers must provide reasonable access during scheduled project activities and comply with access obligations in the agreement. Customers should secure pets, remove valuable or fragile items from work areas, disclose known hazards and sensitive property conditions, identify access restrictions and alarm systems, and provide access to required work areas, utilities, and shutoffs.

Customers should not direct subcontractors or trade partners, alter completed work, or interfere with site operations without coordinating through the designated Keystone contact.

Occupied homes and businesses

Construction in an occupied property may create dust, noise, vibration, equipment traffic, temporary utility interruptions, restricted access, odors, temperature changes, and other inconvenience. Keystone uses reasonable measures appropriate to the scope, but cannot eliminate every disruption. Any continued-occupancy plan, work-area separation, access limitation, or temporary relocation responsibility should be established before work begins.

Safety and respectful conduct

Construction areas present inherent risks. Customers, occupants, visitors, children, and pets must remain outside restricted work areas and follow safety instructions. Suspected hazards should be reported promptly. Keystone may suspend or modify work when conditions present a safety concern.

Keystone expects professional conduct from customers, employees, subcontractors, visitors, and other project participants. Threatening, abusive, discriminatory, harassing, illegal, or unsafe conduct may result in removal from the work area, suspension, or termination as permitted by the agreement and law.

Photography and project records

Keystone may photograph or otherwise document existing conditions, work progress, completed work, safety conditions, product information, quality reviews, and warranty matters for project administration, training, risk management, and recordkeeping. Public portfolio, advertising, or educational use will be handled according to the applicable agreement, permission, and Keystone's Privacy Policy.

Quality review and closeout

Quality requirements are governed by the agreement, approved plans and specifications, manufacturer instructions, applicable codes, and reasonable construction tolerances. Closeout may include inspections, a walkthrough, documented completion items, customer orientation, manuals, warranties, final payment, and acceptance. Minor completion or correction items do not necessarily prevent substantial completion when the agreement provides otherwise.

Warranty requests

Warranty coverage, exclusions, duration, notice requirements, access obligations, remedies, and response procedures are governed by the signed agreement, written Keystone warranty documents, and applicable manufacturer warranties. Reporting an issue does not establish that it is covered.

A warranty request should include the property address, contact information, a clear description of the condition, when it was first observed, and photographs or video when useful. Customers must take reasonable steps to prevent additional damage and provide access for evaluation. Urgent conditions involving immediate danger should be directed to emergency services or the appropriate utility first.

Maintenance responsibilities

Buildings, systems, finishes, and exterior improvements require routine inspection, cleaning, care, and maintenance. Customers are responsible for following manufacturer instructions, maintaining appropriate environmental conditions, addressing drainage or moisture issues, and completing ordinary maintenance. Neglect, misuse, unauthorized alterations, normal wear, or failure to maintain may affect warranty coverage.

Reviews, feedback, and concerns

Keystone welcomes honest feedback and may invite customers to complete surveys or submit reviews. Customers should raise concerns promptly through the designated project contact so the relevant facts can be documented and potential solutions evaluated. Contractual notice, escalation, mediation, arbitration, venue, or dispute procedures remain governed by the signed agreement and applicable law.

Privacy

Keystone collects and uses customer and project information as described in its Privacy Policy. Project records may be shared with trade partners, suppliers, consultants, insurers, financing providers, and other parties when reasonably necessary to evaluate, administer, perform, document, or protect the project and related business activities.

Changes to these policies

Keystone may update these Customer Policies to reflect changes in services, operations, contracts, technology, or legal requirements. The revised effective date will be displayed when an updated version takes effect. A policy update does not independently modify an existing signed agreement.

Contact Keystone

Questions about these Customer Policies may be directed to: