Privacy Policy
Customer Service Terms
Business: Signature Regrout Solutions
Effective Date: 21 July 2026
Business name: Signature Regrout Solutions
ABN: [Insert ABN]
Phone: +61 470 465 776
Email: signatureregroutworks@gmail.com
These Customer Service Terms explain what customers can expect from Signature Regrout Solutions and what we require from customers when carrying out regrouting, silicone replacement, tile restoration and related services.
1. When These Terms Apply
These terms apply whenever a customer asks Signature Regrout Solutions to provide a quotation, attend a property, supply materials or perform work.
A customer accepts these terms when they:
• approve a quotation;
• confirm a booking;
• pay a deposit;
• ask us to order materials;
• allow work to commence; or
• otherwise instruct us to provide the agreed service.
The accepted quotation, these terms and any written changes agreed during the job together form the service agreement.
2. Our Services
Depending on the quotation, our work may include:
• removal of deteriorated grout;
• epoxy regrouting;
• cement-based grout repairs;
• shower base regrouting;
• shower wall regrouting;
• silicone or sealant replacement;
• mould-affected silicone removal;
• tile grout repairs;
• balcony regrouting;
• kitchen or floor regrouting;
• colour sealing;
• efflorescence or grout-haze treatment;
• minor tile repairs;
• moisture readings; or
• thermal imaging assessments.
Only the areas and services specifically listed in the quotation are included in the agreed price.
Any service not clearly shown in the quotation is excluded unless we later agree to include it in writing.
3. Quotations
Our quotation is based on the information available when it is prepared.
This may include:
• photographs or videos supplied by the customer;
• measurements supplied by the customer;
• telephone discussions;
• an onsite visual inspection; or
• the visible condition of the work area.
Unless otherwise stated, a quotation remains open for acceptance for 30 days.
The customer is responsible for checking that the quotation includes all requested areas before approving it.
A quotation prepared from photographs or customer-supplied measurements may need to be adjusted after we inspect the property.
4. Changes to the Quoted Price
The original price may change when:
• the work area is larger than originally advised;
• additional grout or silicone must be removed;
• tiles are loose, hollow or damaged;
• previous repairs are difficult to remove;
• access to the area is restricted;
• extra preparation is required;
• hidden water damage is discovered;
• the customer requests additional work;
• additional materials are required; or
• another condition affecting the work was not visible when the quotation was prepared.
We will explain any significant additional work and obtain the customer’s approval before proceeding wherever reasonably possible.
Approval may be provided by text message, email or another written method.
5. Site Access and Preparation
The customer must provide safe and reasonable access to the property and work area at the agreed time.
Before we arrive, the customer should:
• remove toiletries and personal belongings;
• clear the shower, bathroom, balcony or tiled area;
• provide access to water and electricity;
• ensure suitable parking is available where possible;
• keep pets and children away from tools and materials;
• tell us about known leaks, damaged tiles or previous repairs; and
• advise us about any known asbestos or other safety hazard.
Waiting time, additional travel or return-visit charges may apply when we cannot begin work because the area has not been prepared or access has not been provided.
6. Condition of Existing Tiles and Surfaces
Our services are performed on existing tiles, grout, walls, floors, shower screens and building materials.
We cannot confirm the condition of concealed materials before grout, silicone or tiles are removed.
Existing problems may include:
• loose or hollow tiles;
• weak tile adhesive;
• cracked tiles;
• damaged wall sheeting;
• failed waterproofing;
• rotten or moisture-damaged timber;
• plumbing leaks;
• structural movement;
• deteriorated substrates;
• mould behind tiles;
• previous unsuitable repairs; or
• water entering from another area.
The customer accepts that these conditions may only become visible after work has started.
7. Grout Removal Risks
Grout removal requires tools to be used close to tile edges.
Although we work carefully, older, brittle, damaged or poorly installed tiles may chip, crack, loosen or show changes along their edges during the process.
The risk may be higher when:
• tiles have narrow grout joints;
• grout is unusually hard;
• grout has been installed over tile edges;
• tiles are already chipped or cracked;
• tiles have poor adhesion;
• moisture is present behind the tiles;
• tiles are hollow or drummy; or
• previous repairs have used inappropriate materials.
We are not responsible for damage caused by a pre-existing defect or weakness that could not reasonably have been identified before commencing work.
This does not exclude responsibility where damage is directly caused by our failure to use reasonable care and skill.
8. Loose or Lifting Tiles
Removing old grout can release tiles that were already loose or inadequately bonded.
If a tile moves, lifts or becomes unsafe, we may pause the work and discuss the available options with the customer.
Re-fixing or replacing tiles is not included unless it appears in the quotation.
Additional labour and materials may be charged when the customer asks us to repair or replace affected tiles.
9. Waterproofing and Plumbing Limitations
Regrouting and silicone replacement can improve the condition of tiled surfaces, but these services do not replace a failed waterproofing membrane.
Unless expressly included in writing, we do not provide:
• plumbing repairs;
• drainage repairs;
• structural repairs;
• full waterproofing replacement;
• shower tray replacement;
• wall reconstruction;
• carpentry;
• electrical work; or
• complete bathroom renovation services.
A water leak may originate from plumbing, drainage, waterproofing, roof areas, wall penetrations, external surfaces or another part of the property.
We may recommend that the customer obtain an assessment from a licensed plumber, builder, waterproofer or other qualified specialist.
10. Moisture Testing and Thermal Imaging
Moisture readings and thermal images provide general information about temperature differences and possible moisture patterns.
They do not guarantee the exact location, source or cause of a leak.
Results may be affected by:
• tile materials;
• surface temperature;
• recent shower use;
• ventilation;
• weather;
• plumbing locations;
• heating systems; or
• moisture travelling from another area.
Our moisture and thermal imaging services are non-invasive preliminary assessments. They are not a substitute for invasive testing, plumbing investigation, building inspection or engineering advice.
11. Colours and Finished Appearance
We will make a reasonable effort to select grout, epoxy, silicone or repair materials that suit the existing tiled area.
An exact colour, shine or texture match cannot always be achieved.
Differences may result from:
• aging;
• staining;
• fading;
• lighting;
• tile porosity;
• product batch differences;
• existing chemical damage;
• surrounding old grout;
• uneven joints; or
• the original tile installation.
Newly completed sections may look cleaner, brighter or different from older surrounding areas.
The final finish may also highlight existing uneven tiles or grout lines that were previously less noticeable.
12. Silicone and Movement Joints
Silicone is a flexible maintenance product used in corners, joints and areas where movement may occur.
The life of silicone depends on:
• movement in the building;
• ventilation;
• cleaning;
• moisture;
• mould growth;
• chemical exposure;
• surface preparation;
• shower use; and
• the condition of surrounding materials.
Silicone is not covered by our 10-year epoxy-regrouting workmanship warranty.
Any separate silicone workmanship period must be shown in the quotation or invoice.
13. Epoxy Regrouting Warranty
Where the quotation specifically states that a 10-year warranty applies, Signature Regrout Solutions provides a 10-year workmanship warranty on eligible epoxy regrouting completed by us.
The warranty relates only to faults caused by the way the epoxy grout was installed by Signature Regrout Solutions.
It does not guarantee:
• the condition of existing waterproofing;
• the condition of plumbing or drainage;
• the structural integrity of the property;
• the performance of existing tiles or adhesive;
• that no future leak can occur;
• that silicone will last for 10 years; or
• that the tiled area will never require maintenance.
When an eligible workmanship problem is confirmed, our normal remedy will be to repair the affected epoxy-grouted area.
14. Items Excluded from the 10-Year Warranty
Unless we agree otherwise in writing, the 10-year warranty does not cover:
• silicone or caulking;
• cement grout;
• patch repairs;
• tile damage;
• tile replacement;
• mould removal;
• grout cleaning;
• colour sealing;
• efflorescence removal;
• grout-haze removal;
• customer-supplied materials;
• existing waterproofing;
• plumbing or drainage;
• movement cracks; or
• areas that were not included in our quotation.
15. Circumstances That May Invalidate a Warranty Claim
A warranty claim may not be accepted where the problem was caused or made worse by:
• structural movement;
• foundation movement;
• cracked or loose tiles;
• failed waterproofing;
• plumbing leaks;
• blocked or defective drainage;
• water entering from outside the treated area;
• harsh or unsuitable cleaning products;
• excessive scrubbing or abrasive tools;
• another contractor altering our work;
• damage caused by impact;
• failure to observe curing instructions;
• prolonged mould or poor ventilation;
• customer neglect;
• pre-existing defects;
• misuse of the area; or
• circumstances outside our reasonable control.
A warranty is not transferable unless Signature Regrout Solutions agrees to the transfer in writing.
16. Warranty Claim Process
A customer who believes there is a workmanship issue must contact us as soon as reasonably possible.
The customer should provide:
• their name and property address;
• the original quotation or invoice;
• a description of the concern;
• clear photographs or videos; and
• the approximate date the problem was first noticed.
We must be given reasonable access to inspect the work.
The customer must not arrange for another person to remove, alter or repair our work before we have inspected it, unless urgent action is reasonably required to prevent further property damage.
Unauthorised changes may make it impossible for us to determine the cause of the issue.
17. Curing Time
The completed area must remain dry and undisturbed for the period advised by us.
The required curing period can vary depending on:
• the product used;
• temperature;
• ventilation;
• humidity;
• the location of the work; and
• manufacturer requirements.
The customer must not use the shower or expose the area to water before the advised curing period has ended.
Where we advise a minimum waiting period of 24 or 48 hours, that instruction must be followed even if the surface appears dry.
Damage caused by early use is not considered a workmanship defect.
18. Cleaning and Maintenance
The customer is responsible for routine cleaning and ventilation after completion.
We recommend using non-abrasive, pH-appropriate or manufacturer-approved cleaning products.
Customers should avoid:
• strong acids;
• abrasive powders;
• metal scrapers;
• harsh bleach mixtures;
• highly concentrated mould removers;
• pressure cleaning at close range; and
• products that are unsuitable for epoxy grout, silicone or tile surfaces.
Chemical damage, staining and mould caused by maintenance practices are not covered as workmanship defects.
19. Deposits
A deposit may be required to secure a booking, purchase materials or reserve several days of labour.
The required amount will be shown in the quotation.
A booking is not confirmed until any required deposit has been received.
When special materials have been ordered, the portion of the deposit used for those materials may not be refundable if the items cannot reasonably be returned or used on another project.
20. Final Payment
Unless a different arrangement appears on the invoice, the remaining balance is due when the quoted work is completed.
Payment must be made using one of the payment methods shown on the invoice.
A minor touch-up item does not automatically entitle the customer to withhold the full invoice amount.
The customer must tell us about the concern and provide us with a reasonable opportunity to inspect or correct it.
Payment is considered received when cleared funds are available in our account.
21. Overdue Accounts
If an invoice remains unpaid, we may:
• send payment reminders;
• pause further services;
• postpone non-urgent warranty attendance where legally permitted; and
• recover reasonable debt-collection expenses where allowed by law.
Nothing in this section removes rights or protections that apply under Australian law.
22. Cancellations and Rescheduling
Customers should give us at least 24 hours’ notice when cancelling or changing an appointment.
A cancellation charge of up to $150 including GST may apply when less than 24 hours’ notice is provided.
The amount charged will reflect reasonable losses connected with the cancellation, such as reserved labour time, travel preparation or administrative costs.
Additional amounts may apply where:
• non-returnable materials were ordered;
• accommodation or long-distance travel was arranged;
• hired equipment was booked; or
• substantial preparation had already been completed.
Where a deposit was paid, reasonable costs may be deducted before the remaining amount is refunded.
23. Delays and Weather
Completion dates are estimates unless we expressly confirm a fixed date in writing.
We may need to delay or reschedule work because of:
• rain;
• unsuitable temperatures;
• high humidity;
• wet surfaces;
• unsafe conditions;
• illness;
• material delays;
• traffic or access problems;
• hidden property damage;
• another contractor’s work; or
• events outside our reasonable control.
Balconies and external areas require suitable dry weather. We may postpone outdoor work when weather conditions could affect adhesion, curing or the quality of the finish.
24. Inspection After Completion
Customers should inspect the completed area promptly.
Any visible concern should be reported in writing, preferably with photographs, within two business days.
This allows us to assess visible finishing concerns while the work is recent.
Reporting within two business days does not remove any legal rights the customer may have for a defect that was not reasonably noticeable at that time.
25. Customer-Supplied Products
We may agree to install a product supplied by the customer.
We do not guarantee the quality, suitability, colour, durability or performance of a customer-supplied product.
Additional labour may be charged if the product:
• is difficult to use;
• is unsuitable for the area;
• is insufficient in quantity;
• has expired;
• is defective; or
• causes work to be repeated.
Any manufacturer warranty for a customer-supplied item must be pursued directly with the manufacturer or retailer.
26. Removal of Fixtures and Shower Screens
The quoted price does not include removing or reinstalling shower screens, doors, tapware, vanities, toilets or other fixtures unless specifically stated.
Removing an existing fixture may reveal damage, corrosion, broken fixings or unsuitable previous installation.
We are not responsible for hidden defects that become apparent during removal.
Specialist removal or reinstallation may need to be completed by another appropriately qualified contractor.
27. Photographs
We may photograph the work area before, during and after the service for:
• quotation records;
• job documentation;
• quality control;
• warranty assessment; and
• evidence of existing conditions.
We will seek permission before using identifiable photographs for public advertising or social media.
Where possible, addresses, people and personal items will not be shown in promotional images.
28. Subcontractors and Team Members
Signature Regrout Solutions may use employees or suitably experienced subcontractors to perform parts of the service.
All workers are expected to follow our job requirements, product instructions and safety procedures.
Signature Regrout Solutions remains responsible for the services as required under applicable law.
29. Property Damage
The customer must notify us promptly if they believe we have caused property damage.
We must be given a reasonable opportunity to inspect the alleged damage before repairs are arranged.
We are not responsible for damage that:
• existed before our arrival;
• resulted from hidden deterioration;
• arose from a loose or defective fitting;
• was caused by another person;
• resulted from structural, plumbing or waterproofing failure; or
• occurred because our curing or aftercare instructions were not followed.
This section does not limit liability that cannot legally be excluded.
30. Australian Consumer Rights
Nothing in these terms is intended to remove, restrict or modify a right or remedy that cannot legally be excluded under the Australian Consumer Law.
Our services will be provided with due care and skill.
Where a consumer guarantee applies, the customer may be entitled to an appropriate remedy if the service does not meet the required legal standard.
Any limitation or exclusion in these terms applies only to the extent permitted by law.
31. Privacy and Customer Information
We may collect customer information needed to provide and administer our services, including:
• names;
• telephone numbers;
• email addresses;
• property addresses;
• photographs;
• payment records;
• quotations;
• invoices; and
• communications concerning the job.
We may use this information to prepare quotations, complete work, communicate with the customer, maintain business records and manage warranty claims.
We will not sell customer information to third parties.
Information may be disclosed where reasonably necessary to our workers, subcontractors, professional advisers, insurers, payment providers or where required by law.
32. Communication
The customer agrees that we may communicate about quotations, bookings, invoices, work updates and warranty matters by:
• telephone;
• text message;
• email; or
• another contact method provided by the customer.
The customer is responsible for ensuring their contact details are correct.
Important changes to the agreed work should be recorded in writing.
33. Disagreements
If a concern arises, both parties should first attempt to resolve it through direct and reasonable communication.
The customer should provide details of the concern and allow us an opportunity to inspect the work.
Where a resolution cannot be reached, either party may seek assistance from an appropriate consumer, mediation, tribunal or legal service.
34. Victorian Law
These terms are governed by the laws applying in Victoria, Australia.
Any mandatory consumer or domestic-building requirement will take priority over a term in this document where the two are inconsistent.
35. Invalid Terms
If a court or tribunal decides that a section of these terms is invalid or unenforceable, the remaining sections will continue to apply.
The affected section will be limited or removed only to the extent necessary.
36. Full Agreement
These terms, the accepted quotation, the invoice and any written variation form the complete agreement for the job.
Any additional promise or change must be recorded in writing to form part of the agreement.
CUSTOMER ACKNOWLEDGEMENT
By approving the quotation, confirming the booking, paying a deposit or allowing Signature Regrout Solutions to commence work, the customer confirms that they have read and accepted these Customer Service Terms.
