Privacy Policy

1. Introduction and Scope

Gorilla Surfaces (ACN 696 119 070, ABN 94 696 119 070) is committed to handling personal information in accordance with the Privacy Act 1988 (Cth), as amended, and the Australian Privacy Principles (APPs).

This Privacy Policy applies to personal information collected through our website (gorillasurfaces.com.au), quote request forms, phone calls, emails, in-person site visits, and our photo-upload tools.

Personal information means information or an opinion about an identified individual, or an individual who is reasonably identifiable. This can include your name, email address, phone number, property details, and photos that may identify you or your property.

Gorilla Surfaces has appointed a Privacy Officer to manage privacy enquiries, complaints, and access/correction requests. Contact details are in Section 12.

This policy is freely available at all times at gorillasurfaces.com.au/privacy . Nothing in this policy limits or excludes your rights under the Privacy Act or the Australian Consumer Law.

2. What Personal Information We Collect

Information you provide directly

• Name
• Email address
• Phone number
• Property address, suburb, or postcode
• Project type and project details
• Photos uploaded with a quote request or later photo-intake form
• Any other information you provide when contacting us

Information collected automatically

• IP address
• Browser type and version
• Device type and operating system
• Pages visited, time spent, and referral source
• General geographic location (city/region level)

Information collected via third-party tools

• Google Analytics (usage and engagement data)
• Meta Pixel (ad and conversion tracking)
• Google Ads conversion tracking

Sensitive information

We do not intentionally collect sensitive information (for example, health, religious, political, or similar sensitive data). If sensitive information is provided to us unsolicited, we will de-identify or destroy it unless we are required to keep it by law.

3. How We Collect Personal Information

We collect personal information:

• Directly from you (for example, when you submit forms, call us, email us, or upload project images)
• Automatically via cookies and similar technologies when you visit our website
• From third-party tools including Google Analytics, Meta Pixel, and Google Ads

Cookies are small files stored on your device. We use strictly necessary cookies to support core website functions, and may use analytics/advertising cookies for performance measurement and marketing.

You can manage cookies through your browser and the relevant provider controls. See Section 8 for details about the categories that may be used.

4. Why We Collect Personal Information

We collect and use personal information to:

• Respond to quote requests and enquiries
• Provide resurfacing services, including scheduling and project management
• Communicate with you about your quote or project
• Send marketing communications where permitted and with required consent
• Improve website functionality and user experience
• Measure advertising and marketing effectiveness
• Receive and review project photos supplied with enquiries
• Meet legal and regulatory obligations
• Manage core business functions such as accounting, insurance, and quality assurance

5. How We Use and Disclose Personal Information

We use personal information internally for customer service, project delivery, and business operations. We may disclose personal information to service providers where reasonably required to run our business and website.

Typical third-party recipients

• Google (Analytics and Ads), USA, Google Privacy Policy
• Meta/Facebook (Pixel), USA, Meta Privacy Policy
• Netlify (website hosting and form handling)
• n8n (enquiry workflow routing and automation)
• HubSpot (customer relationship management and enquiry records)
• Operational email, accounting and file-storage providers where required to respond to or deliver a project

Some disclosures may involve overseas recipients, including recipients in the United States. Where overseas disclosure occurs, we take reasonable steps to ensure personal information is handled consistently with applicable Australian privacy obligations.

You may opt out of direct marketing at any time. Opting out will not affect transactional communications related to an active quote or project.

We do not:

• Sell personal information
• Disclose personal information to unrelated third parties for their own marketing
• Use personal information for a new purpose without first obtaining consent (unless required or authorised by law)

6. Marketing Communications and Spam Act Compliance

Gorilla Surfaces complies with the Spam Act 2003 (Cth). We only send marketing communications where required consent has been provided.

• Consent may be express (for example, an opt-in checkbox) or inferred in limited project-related circumstances
• Project communications (quote follow-up, scheduling, project updates) are transactional and are not treated as general marketing
• Marketing emails include our business identification and an unsubscribe option
• Unsubscribe requests are processed within 5 business days

To opt out of marketing, use the unsubscribe link or email info@gorillasurfaces.com.au.

7. Storage, Security, and Retention

We store personal information in secure systems with access controls and reasonable administrative and technical safeguards. Physical records, where used, are kept in restricted-access locations.

We take reasonable steps to protect personal information from misuse, interference, loss, unauthorised access, modification, and disclosure.

Retention schedule

• Customer project records (contracts, quotes, correspondence, photos): retained for 7 years from project completion
• Enquiries that do not proceed: retained for 12 months from last contact, then destroyed or de-identified
• Website analytics data: retained under configured analytics retention settings
• Marketing consent records: retained while active, plus 12 months after withdrawal

When personal information is no longer required and is not required by law, we take reasonable steps to securely destroy or de-identify it.

Notifiable Data Breaches

If an eligible data breach is likely to result in serious harm, we will assess the incident promptly, notify affected individuals and the Office of the Australian Information Commissioner (OAIC) where required, and take steps to contain and remediate the incident.

8. Cookies and Tracking Technologies

We use cookies and similar technologies to support core website functions and, where enabled, analytics and advertising activities.

Cookie categories

• Strictly necessary cookies: required for core website operation and cannot be disabled without affecting functionality
• Analytics cookies: help us understand website usage patterns
• Advertising cookies: support ad attribution, retargeting, and conversion measurement

Managing your cookie preferences

• Manage cookies in your browser: Chrome , Safari , Firefox , Edge
• Google Analytics opt-out: tools.google.com/dlpage/gaoptout
• Meta ad preferences: facebook.com/ads/preferences

Disabling cookies may affect site features, including some quote form behaviour.

9. Your Rights: Access and Correction

You may request access to the personal information we hold about you, and request correction of inaccurate, out-of-date, incomplete, irrelevant, or misleading information.

• Submit requests to info@gorillasurfaces.com.au or call 08 7137 1490
• We aim to respond within 30 days
• No fee applies for making a request
• A reasonable charge may apply if substantial administrative effort is required to provide access

If we refuse an access or correction request, we will provide written reasons and explain available options.

10. Complaints

If you believe we have mishandled your personal information or breached applicable privacy obligations, please contact us first.

• Email: info@gorillasurfaces.com.au
• Phone: 08 7137 1490
• Mail: Adelaide, South Australia

We aim to acknowledge complaints within 7 days and provide a response within 30 days.

If you are not satisfied with our response, you may contact the OAIC: www.oaic.gov.au or 1300 363 992.

11. Changes to This Policy

We may update this Privacy Policy to reflect changes in law, technology, services, or business practices. Updates are published on this page with a revised "Last updated" date.

• For material changes, we may provide additional notice (for example, website notice or direct email notice where appropriate)
• For minor administrative updates, publication on this page with an updated date is generally sufficient

We encourage you to review this policy periodically. If you have questions about any change, contact our Privacy Officer.

11a. Children's Privacy

Our website and services are intended for adults (including property owners and business operators) and are not directed to children under 18.

We do not knowingly collect personal information from children under 18. If we become aware that information from a child has been collected inadvertently, we will take steps to delete that information as soon as reasonably practicable.

Parents or guardians who believe a child has provided information to us should contact us immediately.

11b. Automated Decision-Making

Website enquiries may use automated routing to pass form details and uploaded photos between the website, workflow automation and customer-management systems. This routing does not make legal, financial or similarly significant decisions about individuals.

Quote outcomes, scope decisions, pricing decisions, and service decisions are made by Gorilla Surfaces personnel.

12. Contact Us