Privacy Policy

01Overview

FixNGrout is committed to protecting the privacy of everyone who contacts us, requests a quote, uses our website tools or works with our team. This policy explains what personal information we collect, why we collect it, how we use and store it, and the choices available to you.

We handle personal information in accordance with the Privacy Act 1988 (Cth) and the Australian Privacy Principles (APPs). This policy applies to our website at thegroutguy.com.au, our phone and email enquiries, our online support channels and our services delivered across the Perth metro area.

02Information We Collect

When you request a quote through our website forms, we collect the details you provide: your first and last name, email address, phone number, property address (including suburb and state), the areas of your property you would like serviced, the nature of your enquiry (for example, shower cubicle only or other tiled areas), any message you include, and how you heard about us.

If you apply for a role through our careers form, we also collect your location, your qualification details (such as whether you hold a Cert 3 in Tiling) and the resume or CV you upload.

If you use our Grout Visualiser, the photo you upload is processed to generate your preview. If you call us, email us or use our online support system, we keep a record of that correspondence so we can manage your enquiry and any subsequent booking or warranty claim.

03How We Use Your Information

We use your personal information to respond to enquiries, prepare obligation-free quotes, schedule inspections and works, deliver and invoice our services, maintain warranty records for the 10-year waterproof warranty, assess employment applications, and improve our services and website.

We may also use your contact details to follow up on a quote or completed job, or to send service-related communications. We do not send marketing material without a lawful basis for doing so, and you can opt out of non-essential communications at any time.

04Marketing Attribution (UTM & GCLID)

To measure the effectiveness of our advertising, our website forms include hidden fields that automatically capture marketing attribution data from the web address you arrived on. This includes UTM parameters (utm_source, utm_medium and utm_campaign), the Google Click Identifier (GCLID) where you reached us via a Google ad, and the page from which your enquiry was submitted.

This information is submitted together with your enquiry and is used solely to understand which campaigns and channels generate enquiries, so we can invest our advertising responsibly. It does not change how your enquiry is handled and is not used to make decisions about you.

05Cookies & Analytics

Our website uses cookies and similar technologies to keep the site functioning correctly and to understand how visitors use it. We use analytics services, including Google Analytics, to collect aggregated information such as pages visited, time on site, approximate location and the device and browser used.

You can control or delete cookies through your browser settings. Disabling cookies may affect some website features, but you can always contact us by phone to request a quote.

06Third Parties & Service Providers

We use trusted third-party providers to operate our business. These include Salesforce (customer relationship management, field service scheduling and our Agentforce-powered AI support system), website hosting and form-processing providers, analytics providers such as Google, and payment and accounting platforms.

These providers only receive the information reasonably necessary to perform their services for us, and are required to handle it consistently with this policy and applicable privacy law. Some providers may store data on secure servers located outside Australia; where this occurs, we take reasonable steps to ensure comparable privacy protections apply.

We do not sell, rent or trade your personal information to any third party.

07Data Security & Retention

We take reasonable steps to protect personal information from misuse, interference, loss, unauthorised access, modification and disclosure. These steps include access controls, encrypted transmission of form submissions and staff privacy obligations.

We retain personal information only for as long as it is needed for the purposes described in this policy — including honouring our 10-year waterproof warranty — or as required by law. When information is no longer required, we take reasonable steps to destroy or de-identify it.

08Your Rights & Contact

You may request access to the personal information we hold about you, ask us to correct it, or raise a concern about how it has been handled. We will respond within a reasonable period.

To make a request or complaint, contact us on 1300 844 897 or email [email protected]. If you are not satisfied with our response, you may contact the Office of the Australian Information Commissioner (OAIC) at oaic.gov.au.

We may update this policy from time to time. The most current version will always be published on this page.