Last updated: 21 October 2026
Royal Floors respects the privacy of individuals who visit our websites or visit us in store. We may collect names, addresses, email and phone numbers, and details of your flooring job such as rooms, measurements, products, photos and notes from our calls and visits. We collect this information from you, or from your insurer when they send us an insurance job. All details are kept in a secure manner in our database. Our customer system uses encrypted connections, sign-in with a password plus an authenticator code, and access limited by staff role. Our website and customer system are hosted by Hostinger in its data centre in Indonesia. We do not store or keep any credit card details. Our staff will only access and use your personal information during the purpose of providing a professional service to you. We use your information to answer your enquiry, measure, quote, order, install and invoice your job, follow up with you, keep our business records and measure our advertising.
We don’t sell your information. We share it with service providers that help run our business, such as our server host (Hostinger), email (Microsoft 365 and Gmail), accounting (Xero), address look-up services (OpenStreetMap and Komoot) and our AI service (Anthropic). We also share it with the suppliers, installers and insurers involved in your job, and when the law requires it. Some of these providers store or process information outside Australia, including in Indonesia (Hostinger), the United States (Anthropic, Xero, Google and Meta), the United Kingdom and Europe (OpenStreetMap and Komoot), and other countries where they have data centres.
What the AI does
When you send an enquiry through our website, we may use an AI service from Anthropic, a US company that makes the Claude AI, to help our staff. It summarises your enquiry and rates it hot, warm or cold, mostly by how soon you want the work done. It also notes the products, the type of job, whether it’s an insurance claim and whether it looks like spam.
It lists details we still need and drafts a reply. A staff member reads every draft and decides what to send. The AI doesn’t contact you. It doesn’t decide whether we quote, what we charge or anything else about you. Our staff make those decisions.
We don’t use AI or any other computer program to make decisions about you that significantly affect you. The AI’s rating and spam flag only help our staff sort enquiries. Nothing is hidden, archived or turned down because of them.
What we send
Before anything goes to Anthropic, our system tries to remove phone numbers, email addresses, street addresses, your surname, and card and bank numbers. It can only remove what it recognises.
It sends your first name, suburb and postcode, and your other answers on the form, such as products, type of job, timing and closest store. It also sends your message, any earlier message you sent us, and our staff’s notes from calls with you, with prices removed.
It says whether we have your phone, email and address (yes or no), not the details themselves. It also says whether you already have a job with us and any measure booking date. Anything else in your message is sent as you wrote it. That includes other people’s names, or an address or surname written in an unusual way. So please leave out health or other sensitive details.
Follow-ups and staff summaries
When this is switched on, staff can also ask the same service to draft a follow-up email, text message and phone call script about a job. This can be for any customer, not only website enquiries. The draft uses your first name, suburb, our job reference and title, where your job is up to and why it’s waiting (for example an unpaid deposit and its amount).
It doesn’t include your phone number, email or street address. For insurance jobs, it can use the insurer’s name and the first name of our contact there. The AI also writes a short daily summary for our staff. It uses job references, not names.
Where it goes and how long it’s kept
Anthropic stores this information in the United States. To answer requests, it may process them in the United States, Europe, Asia or Australia. It may also handle the information in other countries where it or its related companies operate, for safety checks, support or to fix problems.
Under its current business terms, Anthropic isn’t allowed to use this information to train its AI. Its policy is to delete it within 30 days. If its safety checks flag a request for possible misuse, it can keep it for up to 2 years, or longer if the law requires. See privacy.claude.com.
We use Anthropic under its business terms and data processing agreement. These limit what Anthropic can do with the information and require it to keep it secure. If anything goes wrong at Anthropic’s end, we remain responsible to you under Australian privacy law.
If you’d rather we didn’t use AI
Phone or email us instead of using the form, and tell us. We’ll note it on your record. Our staff won’t use AI to read your enquiry or to draft messages about your job.
If you’ve already sent the website form, our system may already have read it with AI. Tell us and we won’t use AI for drafts about you from then on. After that, please contact us by phone or email, because a new form is read automatically. Our staff’s daily summary may still list your job reference, but never your name.
To make the navigation of our website user-friendly we may use cookies. We also use Google Analytics to see how people use our website, and Google Ads and Meta (Facebook) to measure our advertising. These services use cookies and may collect information about your visit, such as the pages you view and the device you use. When you send an enquiry, our website gives Google Ads a scrambled (hashed) copy of your email address and phone number, so Google can tell us whether one of our ads led to it. You should review your browser settings if you do not want to enable the use of cookies when online. This may impact the functionality of parts of our website.
You can ask for a copy of the personal information we hold about you, or ask us to correct it, by contacting us. This includes the AI’s latest summary, rating and draft about your enquiry. We keep those with your enquiry until your customer record is deleted, and a newer one replaces the older one. We’ll respond within 30 days and may need to confirm who you are first. If we can’t give you access or make a correction, we’ll explain why in writing and tell you how to complain.
To make a complaint, contact us first on 1300 980 501 or at info@royalfloors.com.au. We’ll look into it and reply in writing within 30 days, telling you what we found and what we’ll do. If you’re not satisfied, you can complain to the Office of the Australian Information Commissioner (OAIC) at oaic.gov.au or on 1300 363 992.
Royal Floors reserves the right to alter our privacy policy and display it on our website with immediate effect.
Four showrooms across Sydney & Brisbane
