Common questions, in plain language.

Yes — every institutional inquiry starts with a free on-site survey by a named Project Office member.

The written guarantee covers specification adherence, installation workmanship, material defects, and substrate preparation under terms specific to each service category.

Same-day response, Monday through Saturday. A named Project Office member responds personally — never a call centre.

Nationwide across Ghana from our Accra and Tema offices. Multi-property rollouts for institutional clients are managed by the Project Office.

Institutional flooring is specification-led. Each quote is calibrated to substrate, traffic profile, and finish standard — a published price list would mislead.

Marble from Italy/Turkey, granite from India/Brazil, hardwood from Europe — sourced by the Project Office to client specification.

Six named specialists own every project — operations, specifications, supervision, client services, international counsel.

Yes — you receive milestone updates at: kickoff, mobilisation, 50% complete, QA pass, and handover.

Varies by service category — 12 to 60 months depending on the system. Specified in the written quote and the warranty document.

Yes — our international counsel, Mrs Chloé Rousseau, handles French and English briefs.

FM2/FM3 flatness compliance, ESD qualification for anti-static environments, and institutional references across Tier-1 clients.

Yes — Floors GH delivers to institutional clients throughout Ghana, from Accra and Tema to Kumasi, Takoradi and the northern regions, coordinated end to end by the project office.

The aftercare retainer covers quarterly site visits by a named Project Office specialist across the warranty life of the install. Each visit documents joint integrity, sealant refresh on stone or terrazzo surfaces, surface gloss verification on polished concrete, resistance re-test on ESD floors, and any localised wear at door thresholds. Documentation is filed in the client's portfolio dossier and referenced during facility audits.

pH-neutral, surface-appropriate cleaners. Specific brand list is provided at handover (recommended products are stocked by Ghanaian commercial suppliers). For marble and stone: stone-safe pH-neutral solution; never acidic (citrus, vinegar) or alkaline cleaners. For polished concrete: pH-neutral conductive-safe solutions on ESD; standard pH-neutral on standard concrete. For engineered hardwood: hardwood-specific solution applied lightly. For terrazzo: epoxy-compatible pH-neutral cleaner. The handover pack lists the exact products.

Standard epoxy systems cure to walk-on hardness in 8-12 hours at 27-32°C ambient (Ghana coastal range), with full chemical-resistance cure reached at 5-7 days. MMA systems compress this to 1-2 hours walk-on and 8-12 hours full cure for downtime-critical applications. The Floors GH project office issues a written cure schedule before pour; substrate moisture above 75% RH extends cure times and may require dehumidification mid-pour.

Standard institutional contract staging is 25% mobilisation deposit at contract signature, 35% on substrate preparation completion, 30% on primary install completion, and 10% retention released at practical-completion sign-off (warranty starts at retention release). Multi-property programmes carry monthly invoicing aligned with progress milestones. The project office provides a written payment schedule with the specification document; no payment is required against unverified milestones.

Italian Carrara, Calacatta, and Statuario carry import-and-finishing premia versus Turkish Emperador and Botticino because of slab grading discipline and quarry-source provenance — premium institutional briefs typically commission Italian for symbolic-register reasons. Turkish marble is high-quality at materially lower cost and is the right call for mid-tier commercial installations. The Floors GH project office matches material grade to brief register, not the other way around.

Yes — multi-property programmes carry scale efficiencies of 8-12% versus single-property pricing because material procurement is bulk-purchased, install-team utilisation is higher, and documentation overhead amortises across the portfolio. The project office issues per-portfolio cost frameworks at programme brief stage. The model is appropriate where 5+ properties are coordinated under unified specification, warranty, and aftercare.

Yes — most institutional briefs require phased install around operational schedules. Banking-hall installs run overnight + weekend windows; hotel installs run wing-by-wing with revenue protection; corporate floors install zone-by-zone with daytime business continuity. Industrial coatings carry zone-by-zone phasing with MMA systems compressing per-zone cycles to 12-24 hours. The project office coordinates phasing with the client's operations director from specification phase.

The aftercare retainer continues renewably at the client's discretion. Many institutional clients (banking, hospitality, embassies) retain Floors GH aftercare across the full life of the floor — 30-50 years for marble, 20-30 years for engineered hardwood, lifetime of operational period for industrial coatings. The retainer cost is materially less than the cost of fragmented contractor-based maintenance and the documentation continuity is what makes facility-audit compliance practical at year 15 and year 25.

A named senior specialist from the six-person Project Office is assigned at contract signature. The specialist attends the survey visit, signs off the specification document, supervises substrate preparation and pour or install, conducts multi-stage QC sign-off, and issues the warranty pack at handover. The same specialist remains accessible across warranty life — institutional briefs require continuity, not handoffs.

Yes — Floors GH delivers projects across Greater Accra, Ashanti (Kumasi), Western (Sekondi-Takoradi), Eastern (Koforidua), Volta, and Northern regions. Geographic logistics are handled by the project office; the same senior specialist coordinates regardless of project location.

Material grade and quarry source, substrate preparation methodology, adhesive or compound system, joint width and pattern, sealant chemistry, install sequence, programme of works with milestone dates, QC sign-off protocol, handover documentation list, warranty tier and exclusions, aftercare retainer scope. The document is signed by client and Project Office at contract; it is the institutional record of what was committed and is referenced during the warranty life.

Yes — a 90-minute training session is part of standard handover. Senior household member (residential), facility manager (commercial), housekeeping director (hospitality), or environmental services manager (healthcare) attends. The training covers daily cleaning protocol, quarterly maintenance windows, spill-response procedure, and aftercare retainer interfaces. Documentation is provided so the training can be re-referenced when staff turnover happens later. Multi-property programmes include training-of-trainer sessions for the client's central facility team.

Yes — the survey visit carries a chargeable fee (typically GHS 1,500-3,500 depending on project scale and location) that is fully refunded against an awarded contract. The fee covers the senior specialist's time, ASTM F2170 moisture testing, ICRI CSP profile assessment, and written specification recommendation report. Multi-property programme surveys are quoted separately at portfolio brief stage.

Notify the Project Office within 14 days of defect discovery (email info@floorsgh.com or call the project office direct line in the handover pack). A senior specialist attends within 5 business days, documents the defect, issues a written assessment within 10 business days, and arranges remediation under warranty cover. Cost responsibility is documented per the warranty exclusions; remediation work proceeds without additional client charge for in-scope defects. The warranty pack lists the exclusions; the most common in-scope defect is joint or substrate-related, which is fully covered.

Yes — Project Office direct-line emergency callout for clients under aftercare retainer. Typical response: senior specialist on-site within 24-48 hours of notification (depending on geographic region); written assessment within 5 business days; remediation work scheduled per warranty cover. Floors GH has handled emergency callouts for diplomatic-event surface damage, banking-hall spill events, and post-incident industrial coating restoration.

Yes — the handover pack includes a signed Certificate of Installation documenting material source, install date, warranty tier, named senior specialist, and aftercare schedule. The certificate is dated, stamped, and registered with the Project Office. Institutional clients use this certificate during facility audits and during property transactions where flooring provenance affects valuation.

Floors GH contracts specify a structured dispute-resolution mechanism: senior specialist site visit within 5 business days of notification, written assessment within 10 business days, remediation plan with cost responsibility documented per warranty exclusions, final sign-off process. Disputes that cannot be resolved through the project office escalate to the Ghana Arbitration Centre per the standard contract clause. In 54 years of practice, escalation has been required on fewer than a handful of occasions.

Yes — Floors GH provides full French-language documentation and bilingual project coordination as standard for francophone clients specifying premium flooring in Ghana. The senior craftsman team includes bilingual specialists, and the written specification, QC records, and handover pack can each be issued in French.

Yes — Floors GH has delivered industrial coating systems across mining processing facilities (Ashanti, Western regions), oil-and-gas tank-farm and adjacent operations facilities (Tema port), and chemical handling environments. Coating specifications include vinyl ester for severe acid exposure, polyurethane for hydrocarbon-resistance zones, and anti-static integration for explosive-atmosphere-adjacent facilities.

Granite and marble cost overlap significantly in Ghana. Entry-tier Indian granite (GHS 380-650/m²) is cheaper than entry-tier marble; top-tier specialist granite (Brazilian, Norwegian) at GHS 900-1,500/m² competes with mid-tier Italian marble. The choice between them rarely turns on cost — it turns on whether the brief wants granite's mechanical durability and contemporary register or marble's heritage register and aesthetic life.

Across 54 years of continuous practice (founded 1972), Floors GH has completed several hundred institutional projects across banking, diplomatic, hospitality, corporate, healthcare, industrial, and luxury residential sectors. The Project Office maintains a documented project register; specific reference projects can be visited by appointment with prior client permission. The continuity of operation across multiple Ghanaian construction cycles is operational capital that single-decade contractors cannot match.

Yes — Floors GH holds current ISO 9001 (Quality Management), ISO 14001 (Environmental Management), and ISO 45001 (Occupational Health & Safety) certifications. The certifications are continuously held across recertification cycles since the original certification dates. Certification documentation is provided in the project-office handover pack and is verifiable through the issuing certification body.

Yes — and we have done this for several legacy Ridge and Cantonments buildings whose original 1980s marble installations were structurally sound but suffered joint and seal degradation. The retrofit involves grinding the original surface to expose fresh material, joint reseating with contemporary stone-safe sealants, surface honing to specified gloss, and modern penetrating densifier application. The retrofitted floor performs to contemporary specification.

Substrate moisture migration is the single most common failure mode in Ghanaian flooring installations. Without ASTM F2170 verification, an install committed onto wet substrate fails at 18-24 months — surface etching from below, adhesive failure between substrate and stone or coating, panel cupping in engineered hardwood, sealant peeling in polished concrete. Remediation costs typically exceed original install cost. Floors GH treats verification as non-negotiable.

Yes — and we strongly recommend it. Reference-project site visits are coordinated through the Project Office with prior client permission. The visits are the most rigorous filter on contractor quality; ten-year-old installations provide the strongest signal of work that survives. Most Floors GH clients across multiple sectors permit reference visits as professional courtesy.

Yes — most institutional terrazzo briefs include custom aggregate. Mother-of-pearl inlay, brass divider strip, recycled glass cullet, Ghanaian volcanic stone, and client-supplied bespoke materials (with project office vetting for matrix compatibility) all accommodate. The aggregate decision is documented in the specification document before pour.

Yes — Project Office senior specialists attend design coordination meetings from specification phase through contract sign-off. Material selection, joint pattern, edge detail, and substrate methodology are agreed jointly with interior designer or architect. Coordination time is included in the survey fee scope; no separate billing for design-team attendance.

Both. Physical handover binder issued at practical completion containing all documentation (material certificates, install records, warranty documents, maintenance protocol, aftercare schedule). Digital copy of the same pack uploaded to a client-accessible cloud folder or transmitted via the client's preferred secure document framework. Multi-property programmes receive consolidated digital portfolio documentation.

ISO 14001 environmental management certification continuously held since original certification date. LEED v4.1 Materials & Resources credit pathways integrated at specification stage. Embodied-carbon declarations sourced for every premium stone and polished concrete system. EDGE certification support for hotel and commercial projects pursuing sustainability classification. Local sourcing prioritised where contemporary quarry options allow.

Yes — tropical-stable engineered hardwoods (acacia veneer, walnut veneer, teak veneer) outperform European temperate species in coastal applications. Substrate moisture verification per ASTM F2170 is non-negotiable for coastal installs. The survey visit identifies the right species register for residences in Labadi, Teshie, and Tema port-side areas.

Floors GH does not pay rebates or commissions to specifiers — interior designers, architects, or facility managers. This is a long-standing institutional policy that protects specification integrity. Designers who consistently specify Floors GH do so on the merits of our work, the warranty, and the Project Office model — not on commercial inducements. We believe this preserves the design-specification relationship at its institutional standard.

Yes — for engineered hardwood, by sourcing matching veneer species and finish from the same supplier where possible (or closest contemporary match if original is no longer manufactured). For marble or polished concrete, by sourcing matching slab register or replicating the polished concrete grit + densifier specification. The Project Office handles the matching exercise as standard.

Most institutional clients (banking, hospitality, diplomatic, corporate) retain Floors GH aftercare across the full operational life of the floor — 30-50 years for marble, 20-30 years for engineered hardwood, lifetime of operational period for industrial coatings. The retainer cost is materially less than fragmented contractor-based maintenance and the documentation continuity makes facility-audit compliance practical at year 15 and year 25.

Polished concrete at GHS 580/m² with quarterly buffer-and-reseal aftercare lands at materially lower 15-year lifecycle cost than porcelain tile at GHS 280/m² requiring replacement at year 8-10. Add operational disruption during tile replacement and the polished-concrete specification becomes the cheaper option across the building's institutional life.

Cancellation policy is documented in the standard contract. Pre-mobilisation cancellation: 25% deposit retention covering specification work and material reservation. Post-mobilisation cancellation: cost-to-date plus reasonable demobilisation cost, agreed in writing. Floors GH has not had a mid-project cancellation in over fifteen years; the cancellation policy exists for contractual completeness.

Yes — clients under aftercare retainer receive a Project Office direct line in the handover pack. Standard response: same-business-day acknowledgement, senior specialist site visit within 5 business days for in-warranty defects, emergency callout within 24-48 hours for sudden damage events. The continuity of named accountability eliminates the typical contractor-handoff friction.

Yes — and we encourage it. Reference projects are visitable with prior client permission (most institutional clients agree to reference visits given mutual professional courtesy); reference contact introductions are made through the Project Office. The eleven-question contractor-vetting framework specifically includes reference-project visits as a structural filter.

Direct employees. The Floors GH install team is salaried staff working continuously across our project portfolio. Subcontracted models break the accountability chain at exactly the points institutional briefs require it strongest. The named senior specialist supervising your project has been with Floors GH for multiple decades; install team members rotate through projects with sustained tenure.

Floors GH contracts run at typically less than 5% variance from contract cost. The substrate survey identifies any remediation requirements upfront; the specification document fixes material grade and methodology before commitment; the variation order protocol governs any mid-project scope change. Cost transparency is documented across the project lifecycle. Variations exceeding contract value require explicit client sign-off.

Project Office team for any institutional brief: one named senior specialist (project lead), one project office coordinator (documentation + logistics), 6-12 install team members on site during active install phases, one QC specialist for substrate and pour verification. For multi-property programmes, a portfolio coordinator augments the team. For diplomatic installs, security-cleared install team rotates per mission protocol.

Standard warranty transfers with the property at point of sale, with documentation handover from outgoing to incoming owner facilitated by the Project Office. The aftercare retainer can be re-assigned to the incoming owner at their discretion. Property valuation typically benefits from documented Floors GH installation history — institutional flooring provenance is a verifiable asset.