Privacy policy

Royal Flooring Melbourne Pty Ltd ("we", "us") respects your privacy. This policy explains what personal information we collect through our website and showrooms, why we collect it, and how we look after it.

What we collect

Depending on what you ask us for, we may collect:

Contact details: your name, phone number, email address and, if you give it, your company name.
Address details: a postal or delivery address for samples or orders, and the property address for an inspection or quote.
Project details: the flooring you're interested in, room sizes, existing flooring, your message, and any photos you upload.
Booking details: the date and time you choose for an inspection.
Order details: the products you order, delivery or pickup choice, and payment status. We don't see or store your card details: card payments are processed by Stripe.
Website usage: information your browser sends when you visit (such as pages viewed, device and browser type), collected through cookies and similar tools.

Why we collect it

We use your information to:

answer your enquiry, send samples, and arrange inspections, quotes, deliveries and pickups;
process orders and payments, and send confirmations and tax invoices;
carry out and support our work, including warranty and after-sales service;
keep our website secure and protect our forms from spam;
understand how our website is used, so we can improve it.

We'll only send you marketing if you've agreed to it, and you can opt out at any time.

Who we share it with

We share information only as needed to provide our services, with:

Stripe, to process card payments;
Microsoft 365, which holds our email and booking calendar;
Cloudflare, which checks our forms for spam;
Google Tag Manager and the measurement tools it loads, to understand how the website is used;
our website hosting and email delivery providers;
suppliers, installers and delivery staff working on your job;
anyone we're required to share it with by law.

Some of these providers may store or process information outside Australia. We use reputable providers and take reasonable steps to make sure they protect it.

Photos and site records

Photos you upload, and photos and videos we take before, during and after our work, are used to quote, plan and carry out the work, and may be kept for warranty, insurance and dispute purposes (see our Terms and Conditions).

How long we keep it

We keep your information for as long as we need it for the purposes above, including warranty, legal, tax and insurance requirements. When we no longer need it, we delete it or make it anonymous.

Keeping it secure

We take reasonable steps to protect your information from misuse, loss and unauthorised access, including access controls and encrypted connections. No method of transmission over the internet is completely secure.

Cookies

Our website uses cookies and similar technologies to work properly, remember your samples and cart on your device, and measure how the site is used. You can block or delete cookies in your browser settings; some features may then not work.

Accessing or correcting your information

You can ask to see the personal information we hold about you, or ask us to correct it. Contact us using the details below and we'll respond within a reasonable time.

Questions and complaints

If you have a question or a complaint about how we've handled your personal information, please contact us first. If you're not satisfied with our response, you can contact the Office of the Australian Information Commissioner (OAIC) at oaic.gov.au.

Contact us

Royal Flooring Melbourne Pty Ltd Email: info@royalflooring.com.au Phone: (03) 8522 8429

We may update this policy from time to time. The latest version is always on this page.