Privacy Policy

01 Who we are

02 What information we collect

Information you give us directly

When you complete a contact or quote request form, call us, email us, message us on social media, or otherwise get in touch, we may collect:

• Your name
• Email address
• Phone number
• The suburb, location or address of your project
• Details about your tiling or renovation enquiry (the message and project information you provide)
• Any photos, plans, measurements or other material you choose to send us

You do not have to provide this information, but if you don’t, we may not be able to respond to your enquiry or provide a quote.

Information we collect automatically

When you visit the Website, we (and the third-party tools listed in Section 4) automatically collect certain technical and behavioural information, including:

• Your IP address and approximate location (city or region level)
• Browser type, operating system, device type and screen size
• Pages you view and links you click
• How you arrived at the site (referral source) and how long you stay
• Interactions such as form submissions, clicks on our phone number, and clicks on our email address
• How you move around a page — mouse movement, taps, scrolling and navigation — which is used to create session replays and heatmaps (see Section 4)

We use this information to understand how visitors use the Website and to improve it. We do not use it to try to personally identify you.

Information from third parties

We may also receive information about you from:

• Our Google Business Profile, where you send a message, request a quote, or leave a public review
• Social media platforms, where you message or comment on our pages
• Builders, trades or other customers who refer you to us

Sensitive information

We do not seek sensitive information (such as health, financial account or government identifier details) through the Website, and you should not send it to us through our forms. If sensitive information is ever needed for a project, we will only collect it with your consent and where it is reasonably necessary.

03 How we use your information

We use the information we collect to:

• Respond to your enquiries and provide quotes
• Arrange and carry out consultations, tiling and renovation services
• Communicate with you about your project
• Maintain, improve and secure the Website
• Measure and improve the performance and usability of the Website
• Detect and prevent spam, misuse and security incidents
• Display customer reviews and, with consent, project photography (see Section 5)
• Comply with our legal obligations

We will only use your information for the purpose it was collected, a directly related purpose you would reasonably expect, or where you have consented.

04 Cookies, analytics and tracking technologies

The Website uses cookies and similar technologies to function correctly and to help us understand how it is used. The tools currently in use are listed below.

Essential cookies

Set by our website platform and hosting provider so the Website loads, displays correctly and stays secure. These cannot be switched off without affecting how the Website works.

Google Analytics 4 & Google Tag Manager

We use Google Analytics 4 (GA4), deployed via Google Tag Manager, to collect information about how visitors use the Website. This includes pages viewed, time on site, referral source, and specific actions such as:

• Submitting a contact or quote form
• Clicking our phone number to call
• Clicking our email address

This information is processed by Google and may be stored on servers outside Australia. You can read Google’s privacy policy at policies.google.com/privacy. To opt out of Google Analytics across all websites, you can install Google’s browser opt-out add-on at tools.google.com/dlpage/gaoptout.

Microsoft Clarity — session recording and heatmaps

We use Microsoft Clarity to understand how visitors actually experience our pages. Clarity captures behavioural data — mouse movement, clicks, taps, scrolling and the pages you move between — and uses it to produce session replays (a reconstruction of how a visit unfolded) and heatmaps (where visitors click and how far they scroll).

We use this only to find and fix usability problems — for example, a button people can’t find, or a form step where visitors give up. We do not use it to identify you or to build a profile about you.

• Clarity applies masking to text entered into form fields, so the content you type is not intended to be captured in a replay.
• A replay is a reconstruction of page interactions, not a video recording of your screen or camera.
• This data is processed by Microsoft and may be stored on servers outside Australia.

You can read Microsoft’s privacy statement at privacy.microsoft.com/privacystatement.

Google Fonts

The Website loads fonts from Google’s font servers. When this happens, your IP address is shared with Google to deliver the fonts. See Google’s privacy policy for details.

Embedded content

Some pages load content from third parties. Each of these may set its own cookies and collect data about your interaction with that content, governed by the provider’s own privacy policy:

• Vimeo — the video player used for our project and brand videos. Vimeo may collect data about your device and viewing when a video loads or plays.
• Google Maps and our Google Business Profile — map and business information provided by Google.
• Our review display widget — a third-party review platform that pulls our public Google reviews and displays them on the Website (see Section 5).

Advertising and remarketing

We do not currently use advertising, remarketing or social media tracking pixels on the Website. We do not sell your information, and we do not use it — or allow our providers to use it — for cross-site advertising profiles.

Managing cookies and opting out

• You can control or delete cookies through your browser settings. Disabling cookies may affect how parts of the Website work.
• Use the Google Analytics opt-out add-on linked above to opt out of GA4 across all websites.
• Blocking third-party scripts — through your browser’s privacy settings, a private browsing mode, or a tracker-blocking extension — will also prevent analytics and session recording.

05 Reviews, testimonials and project photography

The Website displays customer reviews sourced from public platforms, primarily Google, through a third-party review widget. Where a review is public on that platform, the reviewer’s display name, profile photo, rating and review text may appear on our Website as published there. We do not write or edit review content.

If you have left a public review and want it removed from our Website, contact us and we will remove it from our display. Removing it from Google itself is something only you can do, through your Google account.

We photograph completed projects for our portfolio, social media and marketing. We will not publish your name, street address, or identifying details of your home without your consent, and we will not publish photos of people without their consent. If you would like a project photo or reference to you removed, contact us and we will action it.

06 Who we share your information with

We do not sell your personal information. We may share it with:

• Service providers who help us operate the Website and our business — currently our website hosting provider (SiteGround), Google (Analytics, Tag Manager, Fonts, Maps and our Business Profile), Microsoft (Clarity analytics), Vimeo (video hosting), our review display platform, and the email/form delivery service that processes enquiry submissions.
• Trades and contractors we coordinate to deliver your project, where relevant to carrying out the work.
• Suppliers and design partners, where needed to prepare selections, pricing or orders for your project.
• Professional advisers such as our accountant or insurer, where reasonably required.
• Authorities or third parties where required or authorised by law.

We require our service providers to handle your information consistently with this policy and the APPs. We do not provide your personal information to third parties for their own marketing, and we do not provide it to be used for training artificial intelligence models.

07 Overseas disclosure

Some of the third parties we use store or process data outside Australia. In particular:

• Our website hosting provider may store Website data on servers located outside Australia.
• Google (Analytics, Tag Manager, Fonts, Maps, Business Profile) processes data on servers that may be located overseas, including the United States.
• Microsoft (Clarity) processes analytics and session data on servers that may be located overseas, including the United States.
• Vimeo processes video delivery data on servers that may be located overseas, including the United States.
• Our review display platform processes review content on servers that may be located overseas, including in the European Union.

By using the Website, you acknowledge that your information may be transferred to, and stored in, countries outside Australia. We take reasonable steps to ensure these parties handle your information appropriately.

08 Data security

We take reasonable steps to protect your personal information from misuse, loss, unauthorised access, modification or disclosure. These include an encrypted (HTTPS) connection across the Website, secure hosting, kept-current website software, and restricting access to enquiry information to people who need it. However, no method of transmission over the internet is completely secure, and we cannot guarantee absolute security.

09 Data breaches

If we become aware of a data breach that is likely to result in serious harm to you, we will contain and assess it, notify you, and notify the Office of the Australian Information Commissioner as required under the Notifiable Data Breaches scheme in the Privacy Act 1988 (Cth).

10 How long we keep your information

We keep your personal information only as long as needed for the purposes described in this policy, or as required by law (for example, tax and business records). Specifically:

• Enquiries that don’t proceed are kept for a reasonable period in case you get back in touch, then deleted or de-identified.
• Customer and project records are kept for as long as needed to support warranty, insurance, tax and legal obligations.
• Analytics and session data are retained by Google and Microsoft under their own retention settings and periods. Our Google Analytics event data is retained for no longer than the maximum standard retention period of 14 months.

When information is no longer needed, we take reasonable steps to destroy or de-identify it.

11 Direct marketing

If we send you marketing communications — such as an occasional email about our services — we will only do so where permitted under the Spam Act 2003 (Cth), every message will identify us and include a way to unsubscribe, and we will action your opt-out promptly. You can also opt out at any time by contacting us using the details in Section 1. Responding to your enquiry or servicing your project is not marketing, and you will still receive those messages.

12 Automated decisions and artificial intelligence

We do not use automated decision-making or profiling to make decisions about you that have a legal or similarly significant effect. Quotes and project decisions are made by our people.

We may use AI-assisted tools to help draft website content and to enhance the lighting and clarity of project photography. We do not enter your personal information — such as your name, contact details or enquiry content — into public AI tools, and we do not allow your personal information to be used to train third-party AI models.

13 Your rights and choices

You have the right to:

• Access the personal information we hold about you
• Correct information that is inaccurate, out of date or incomplete
• Ask us to delete information we no longer need to hold
• Opt out of analytics and session recording using the methods in Section 4
• Opt out of any marketing communications at any time
• Withdraw consent you have previously given, including consent to use project photography
• Deal with us anonymously or under a pseudonym where it is lawful and practicable — for example, a general question by phone. We will usually need your real details to quote or carry out work.

To make a request, contact us using the details in Section 1. We will respond within a reasonable time and may need to verify your identity first.

14 Third-party links

The Website may contain links to other websites, including our social media profiles and our Google Business Profile. We are not responsible for the privacy practices or content of those websites. We encourage you to review their privacy policies.

15 Children’s privacy

The Website is not directed at children, and we do not knowingly collect personal information from children under 16. If you believe we have, please contact us and we will delete it.

16 Complaints

If you believe we have breached your privacy or mishandled your information, please contact us first using the details in Section 1 so we can try to resolve it. If you are not satisfied with our response, you can contact the Office of the Australian Information Commissioner (OAIC) at oaic.gov.au or 1300 363 992.

17 Changes to this policy

We may update this Privacy Policy from time to time, including when we add or change the tools and services used on the Website. The current version will always be posted on this page with the “Last updated” date. Significant changes will be made clear on the Website.