AI Usage Policy

01Our Commitment

FixNGrout uses artificial intelligence to make it easier for customers to reach us, understand their options and get help sooner. We believe AI should support great service, not replace the judgement of qualified people. Every regrout, repair and warranty decision remains the responsibility of our experienced team.

This policy explains where AI appears in our business, what it does and does not do, and how your information is handled when you interact with it.

02Where We Use AI

Grout Visualiser: our website tool uses AI-style image processing to generate an indicative preview of what your tiles could look like after grout restoration. You upload a photo, and the tool renders a visualisation of the potential result.

After-hours support: we offer 24/7 support through our AI-powered online system, built on Salesforce Agentforce. Outside business hours, this assistant can answer common questions, capture your enquiry details and help you get started on a quote at any time of day.

Behind the scenes: we also use AI-assisted tools within our field service platform to help schedule technicians efficiently and keep customers informed about their bookings.

03Human Oversight

AI never operates unsupervised in our business. Enquiries captured by our after-hours assistant are reviewed and actioned by our team, quotes are confirmed by real people, and every job is inspected, scoped and completed by qualified technicians on site.

If you are interacting with our online assistant and would prefer to speak with a person, you can request this at any time, or call us on 1300 844 897 during business hours.

04What AI Does Not Decide

AI does not set your final price, determine the scope of works, assess or decide warranty claims, or make hiring decisions. These outcomes are always determined by our team based on a real assessment of your property or application.

The Grout Visualiser produces an indicative preview only. It is not a quotation, a promise of a specific finish, or a substitute for an on-site assessment by one of our specialists.

05Your Data & AI

Photos uploaded to the Grout Visualiser are used to generate your preview. Information you share with our after-hours assistant is used to handle your enquiry and is managed in accordance with our Privacy Policy.

We do not use your personal information or uploaded photos to train third-party AI models without your consent. Our AI systems run on enterprise platforms with contractual safeguards governing how data is stored and processed.

06Transparency & Feedback

We aim to make it clear whenever you are interacting with an AI system rather than a person. If anything an AI tool tells you seems unclear or incorrect, our team will happily review it and set things right.

AI technology evolves quickly, and so will this policy. We review our AI use regularly to make sure it continues to serve our customers safely, fairly and transparently.

07Contact

If you have questions about how we use AI, or feedback about an experience with our Grout Visualiser or online support system, please call us on 1300 844 897 or email [email protected]. We welcome the conversation.