Mon–Sat 7am–6pm
info@regroutingspecialists.com.au
Mon–Sat 7am–6pm
info@regroutingspecialists.com.au
These Terms and Conditions (Terms) govern your engagement of Regrouting Specialists, a registered business name of Rescue My Tiles Pty Ltd (we, us, our), for tile regrouting, shower restoration, tile sealing, and related cosmetic tile services (Services), and your use of our website at www.regroutingspecialists.com.au.
By accepting a written quotation from us, paying a deposit, signing an acceptance form, engaging us by SMS, email, or telephone, or accessing our website, you (you, your) agree to be bound by these Terms together with the relevant quotation. If you do not agree, you must not engage us.
These Terms, the quotation issued to you, and any written variation form together constitute the entire agreement between you and us in respect of the Services. They prevail over any prior oral or written representations to the extent of any inconsistency, subject to your non-excludable rights under the Australian Consumer Law.
In these Terms:
We provide professional cosmetic tile regrouting, shower restoration, tile sealing, and related Services to residential clients in the Melbourne metropolitan area. The Services are limited to the surface-level work described in your Quotation.
The scope of the Services to be provided will be set out in the Quotation. We may decline to provide Services in our sole discretion where the work is outside our expertise, scope, or compliance authorisations.
Our Services are single-trade wall and floor tiling and regrouting work. This work is exempt from the Domestic Building Contracts Act 1995 (Vic) by operation of Regulation 7 of the Domestic Building Contracts Regulations 2017 (Vic), read with section 6(2) of the Act, because it constitutes work performed by a single trade. Accordingly:
Quotations are valid for thirty (30) Business Days from the date of issue, unless otherwise specified in writing.
Quotations are based on the information you provide to us and a reasonable visual inspection of accessible surfaces. We do not perform destructive inspection or moisture testing as part of the quotation process.
All prices in the Quotation are in Australian Dollars (AUD). The Quotation will state whether prices are inclusive or exclusive of Goods and Services Tax (GST). At the date of these Terms, Rescue My Tiles Pty Ltd is not registered for GST under section 23-15 of the A New Tax System (Goods and Services Tax) Act 1999 (Cth), and quoted prices are GST-exclusive.
We reserve the right to withdraw or amend any Quotation before you accept it. Once you accept a Quotation, no further increase to the agreed price may be made except by Variation under clause 8.
A booking is confirmed once we issue a written booking confirmation (by SMS, email, or written quotation acceptance) and you have paid the deposit specified in clause 7.
If you wish to reschedule a confirmed booking, please provide at least forty-eight (48) hours' notice. We will use reasonable endeavours to accommodate rescheduling requests.
We may reschedule a booking due to circumstances beyond our reasonable control, including illness or injury of personnel, extreme weather, supply shortage, or other events of force majeure under clause 19. Where we reschedule, we will notify you as soon as practicable and offer alternative dates.
A deposit of ten percent (10%) of the total Quotation value is required on quotation acceptance to secure your booking date. The deposit amount is consistent with section 11(1)(b) of the Domestic Building Contracts Act 1995 (Vic).
Works will not be scheduled until the deposit has been received in cleared funds. The deposit is non-refundable after the cooling-off period in clause 9, except to the extent set out in clause 18.
The balance of the Quotation value (less the deposit) is payable within seven (7) Business Days of completion of the Services and our issue of a final invoice, unless otherwise agreed in writing.
We accept payment by:
- Bank transfer (preferred) to Rescue My Tiles Pty Ltd, Westpac BSB 033-686, Account 960567.
- PayID (verify the PayID with us by phone before transferring).
- Credit or debit card via secure invoice link (a card surcharge may apply).
⚠ Important Security Notice Always verify our bank details by phoning 0413 611 785 before transferring funds. Do NOT trust changed bank details supplied by email — payment-redirection fraud (Business Email Compromise) is common in the trades industry. Our bank details have not changed and will not change without verbal confirmation from us.
If payment is not received by the due date, interest will accrue on the unpaid balance at the Reserve Bank of Australia cash rate target plus 4% per annum, calculated daily until paid in full.
If we engage a debt collection agency or solicitor to recover an unpaid amount, you will be liable for our reasonable recovery costs, including agency fees and legal fees on a solicitor-client basis.
All materials supplied as part of the Services remain our property until full payment of all amounts owing has been received in cleared funds.
Where you pay by credit or debit card, you agree not to initiate a chargeback before contacting us to resolve any concern. Initiation of a chargeback without prior contact may be treated as a material breach of these Terms.
Any change to the scope of the Services after you have accepted the Quotation (Variation) must be:
Verbal variations are not binding on either party.
If, during the course of the Services, we identify any of the following conditions that were not reasonably identifiable at the Quotation stage:
- Failed waterproofing membrane behind or beneath tiles;
- Substrate rot, decay, or moisture damage in plasterboard, fibre cement sheet, or timber framing;
- Asbestos-containing material (see clause 11.4);
- Mould or fungal growth within wall cavities;
- Loose, drummy, or improperly bonded tiles that detach during grout removal;
- Any other latent or pre-existing defect that materially affects the scope, cost, or feasibility of the Services,
we will pause the Services, document the condition with photographs, notify you in writing, and provide a Variation quotation. You may accept the Variation, decline and instruct us to cease, or engage another contractor. In any case, you will be invoiced for Services completed up to the point of stop-work.
Where you have contacted us first (by phone, email, online enquiry, or in person at our premises) to request a Quotation, no statutory cooling-off period applies under Victorian or Commonwealth law in respect of the Services contract.
As a goodwill measure, and regardless of how you contacted us, we offer all clients a voluntary cooling-off period of five (5) Business Days commencing on the day after your acceptance of the Quotation. During this period you may cancel the Services contract by written notice (SMS to 0413 611 785 or email to info@regroutingspecialists.com.au). On valid cancellation:
Where we have approached you first uninvited (for example, by door-to-door visit or unsolicited telephone call) and you accept a Quotation, this is an "unsolicited consumer agreement" within the meaning of Part 3-2 Division 2 of the Australian Consumer Law. In that case:
Your statutory cooling-off right under clause 9.3 is in addition to, and not in substitution for, the voluntary cooling-off right under clause 9.2.
To enable us to perform the Services safely and on schedule, you must provide the following at no cost to us:
Clear and safe access from the street or driveway to the bathroom or wet area. All toiletries, towels, bath mats, personal items, and removable fittings must be cleared from the work area before our arrival. We accept no liability for damage to items left in the work area.
- Cold and hot running water.
- 240-volt power within 10 metres of the work area.
- Adequate lighting and ventilation.
Reasonable parking within 50 metres of the property entrance, free of charge. Where paid parking applies, the cost may be added to the final invoice. If your property is in a strata building with restricted parking, you must arrange a visitor permit in advance.
For their safety and ours, pets must be restrained and children kept out of the work area during work hours. The work area will contain power tools, fine dust, chemicals (epoxy resins, silicone solvents, biocides), and sharp tile debris.
If your property is part of an Owners Corporation or strata scheme, you warrant that you have obtained any required notification or approval under the Owners Corporations Act 2006 (Vic) and your Owners Corporation rules before the Services commence. If the Services are stopped or delayed due to your Owners Corporation, you will be liable for our reasonable mobilisation, travel, and materials costs.
Our work vehicle is signwritten with our brand. If you do not want a signwritten vehicle visible at your property (for example, due to Owners Corporation rules, strata bylaws, or personal preference), notify us in writing at least 48 hours before the appointment.
If we arrive at the agreed time and you have not provided access or the work area is not prepared in accordance with clauses 10.1 to 10.4, we may reschedule the Services and charge a call-out fee of $150.
Tile regrouting is a precision restoration trade. The following risks and limitations apply to every job regardless of the contractor performing the work. By accepting a Quotation, you acknowledge each of the following:
Removal of grout is an invasive process. Even when performed by experienced technicians using professional power tools (oscillating multi-tools, diamond blades, grout-removal bits), there is an inherent and unavoidable risk that some tiles may chip, crack, or be damaged during grout removal. This is a known characteristic of the regrouting trade industry-wide. You acknowledge that:
Under Australian Standard AS 3740:2021 (Waterproofing of domestic wet areas), a continuous waterproofing membrane is installed beneath the tiles in showers, bathroom floors, baths, and other wet areas. This membrane sits below the tile bed and is not visible or accessible without removing tiles.
The Services performed by us work ONLY at the surface of the tile and grout joints. The Services do NOT inspect, replace, restore, or warrant the underlying waterproofing membrane.
If the underlying waterproofing membrane has failed (due to age, building movement, or original installation defects), the Services will NOT stop water leaks. You should engage a registered building practitioner in the class "Domestic Builder (Limited) -- Waterproofing" for membrane diagnostics if you suspect a leak the Services will not address.
The Quotation is based on a visual inspection of accessible tile and grout surfaces only. Subject to your statutory rights under the Australian Consumer Law (clause 14), we are not liable for any of the following pre-existing or latent conditions that may be discovered during the Services and that were not reasonably identifiable at the Quotation stage:
- Failed waterproofing membrane behind or beneath tiles.
- Substrate rot, decay, or moisture damage in plasterboard, fibre cement sheet, or timber framing.
- Corroded metal lath or pipework behind tiles.
- Mould or fungal growth within wall cavities.
- Lead-based paint (in homes built before 1971).
- Loose, drummy, or improperly bonded tiles that detach during grout removal.
Asbestos cement (AC) sheet was used in Australian wet-area construction until 31 December 2003. If your bathroom was built or last renovated before this date, the wall or floor substrate behind your tiles may contain asbestos. Under the Occupational Health and Safety Act 2004 (Vic) and the WorkSafe Victoria Compliance Code: Managing Asbestos in Workplaces (Edition 2, 2018), we follow this protocol if asbestos is identified, suspected, or reasonably assumed during the Services:
Work completed up to the point of stop-work will be invoiced. Time spent waiting for asbestos clearance will not be invoiced. We accept no liability for any health consequence arising from undisclosed asbestos exposure on your property prior to or independent of the Services.
Our mould treatment add-on service is a surface biocide treatment of visible mould on tile, grout, and silicone. It does not treat mould inside the wall cavity, behind tiles, or in the underlying substrate.
If we identify visible mould inside the wall cavity (for example, when removing perished silicone), we will notify you in writing. Significant or recurrent wall-cavity mould is typically a symptom of failed waterproofing or persistent water ingress and requires investigation by a registered building practitioner.
Some moulds, including Stachybotrys, Aspergillus, and Cladosporium, are associated with adverse health effects in immunocompromised individuals. You should consult your medical practitioner if you have health concerns.
You must not use the shower, bath, or wet area:
- For cement-based grout: for a minimum of 24 hours after Services completion.
- For two-part epoxy grout: for a minimum of 48 hours after Services completion.
Early use of the wet area will compromise the cure of the grout and silicone and will VOID the Workmanship Warranty. We will mark the work area with caution tape on completion and require you to confirm by initial that all household members and tenants will be informed.
Grout pigments age and weather over time due to UV exposure, mineral deposition, cleaning chemicals, and oxidation. We will use the closest available pigment match from our supplier's colour range. An exact colour match cannot be guaranteed, and minor visible variation between new and existing grout is normal and not a defect. If you want uniform appearance throughout the bathroom, we recommend regrouting the entire bathroom rather than spot regrouting individual showers.
We do not warrant against grout cracking caused by movement of the building structure, including thermal expansion, foundation settlement, structural deflection, or seismic activity. Such movement is a building-fabric issue, not a regrouting workmanship issue.
We use professional-grade materials sourced from our preferred suppliers, including Mapei-brand two-part epoxy grout (Kerapoxy or equivalent), Mapei Mapesil silicone sealants, and Mapei cementitious grout products. The Kerapoxy epoxy grout and Mapesil AC silicone we install carry Mapei Australia's 10-year manufacturer product warranty against manufacturing defects, claimable directly by you as the property owner (see clause 13.5); any Mapei product warranty is in addition to (and does not limit) our Workmanship Warranty under clause 13 and your rights under the Australian Consumer Law. We do not accept customer-supplied grout, silicone, sealer, or other materials. If you have a brand or colour preference, notify us at quotation acceptance; any premium cost will be quoted as a Variation under clause 8.
The Services do not include any work that constitutes "plumbing work" under the Plumbing Regulations 2018 (Vic) or section 221C of the Building Act 1993 (Vic), including without limitation: replacement or repair of the shower waste, tap bodies, drainage, water supply, hot water systems, or fire services. If plumbing work is identified as necessary, we will pause the Services and refer you to a licensed plumber.
The Services do not include the installation, repair, or replacement of waterproofing membranes under AS 3740:2021. If such work is identified as necessary, we will refer you to a registered building practitioner in the class "Domestic Builder (Limited) -- Waterproofing".
The Services do not include any structural work, framing repair, plasterboard replacement, or other work that requires building practitioner registration under the Building Act 1993 (Vic).
The Services do not include any electrical work. If electrical work is identified as necessary, we will refer you to a licensed electrician.
We provide a workmanship warranty on the Services from the date of completion (Workmanship Warranty). The duration of the Workmanship Warranty depends on the Service type:
- For two-part epoxy regrouting (Standard and Premium tier): five (5) years.
- For cement-based regrouting (Essential tier): two (2) years.
- For silicone resealing (whether performed standalone or accompanying regrouting): six (6) months.
Where a single job involves a combination of the above, each Service component is covered for its applicable warranty duration.
The Workmanship Warranty covers defects arising from faulty installation or workmanship by us — specifically, grout or silicone we installed that fails (lifts, cracks, debonds, or falls out of the joint) because of how we applied it.
The Workmanship Warranty does not cover:
- damage from harsh chemical cleaning (including bleach, hydrochloric acid, oven cleaner, or abrasive scouring products) — only pH-neutral bathroom cleaners may be used;
- damage caused by building movement, foundation settlement, thermal expansion, or seismic activity;
- mould or mildew regrowth on the silicone surface (an environmental issue, not a silicone defect);
- damage caused by third parties or other trades;
- damage caused by use of the shower before the minimum cure time has elapsed (clause 11.6);
- tiles or substrate failure not caused by our work;
- work modified, repaired, or re-done by anyone other than us during the warranty period;
- damage caused by misuse, abuse, neglect, or accident; and
- normal wear and tear, including natural grout discolouration over time.
To make a Workmanship Warranty claim:
Nothing in this clause 13 limits or excludes any rights or remedies you have under the Australian Consumer Law (see clause 14). The benefits provided by the Workmanship Warranty are in addition to your rights under the Australian Consumer Law.
In addition to our Workmanship Warranty, the Mapei materials we install — Kerapoxy two-part epoxy grout and Mapesil AC silicone — carry Mapei Australia's manufacturer product warranty of ten (10) years against manufacturing defects in the product, from the date of purchase, subject to Mapei's own terms and conditions. This is a warranty given by Mapei, not by us:
(a) it covers manufacturing defects in the Mapei product only, and does not cover workmanship, building or substrate movement, tile or grout cracking, fair wear and tear, or mould — those are addressed (if at all) by this clause 13 and your Australian Consumer Law rights;
(b) it is claimable directly by you as the property owner, in writing to Mapei, subject to Mapei's terms (including proof of purchase and notifying Mapei within their required timeframe of discovering the defect); and
(c) we will provide you with the product details and proof of purchase for the Mapei materials used on your job, so you can make a claim if you ever need to.
Any Mapei product warranty is in addition to, and does not limit, our Workmanship Warranty or your rights under the Australian Consumer Law (see clause 14).
Mandatory ACL Wording Our services come with guarantees that cannot be excluded under the Australian Consumer Law. For major failures with the service, you are entitled to: cancel your service contract with us; and to a refund for the unused portion, or to compensation for its reduced value. You are also entitled to be compensated for any other reasonably foreseeable loss or damage. If the failure does not amount to a major failure, you are entitled to have problems with the service rectified in a reasonable time and, if this is not done, to cancel your contract and obtain a refund for the unused portion of the contract.
Nothing in these Terms is intended to exclude, restrict, or modify any rights or remedies you may have under the Australian Consumer Law or any other applicable consumer protection legislation. Where any term of these Terms is inconsistent with a non-excludable right under the Australian Consumer Law, the non-excludable right prevails to the extent of the inconsistency.
We will not engage in misleading or deceptive conduct (section 18 ACL), make false or misleading representations about the Services (section 29 ACL), or engage in unconscionable conduct (section 21 ACL).
Rescue My Tiles Pty Ltd (or the underlying corporate entity, Rescue My Tiles Pty Ltd) collects the following personal information about you: your name, contact details (phone, email, address), property address, photographs of the work area before and after the Services, and payment details. We collect this information for the purposes of:
- providing you with a Quotation;
- performing the Services;
- processing payment;
- providing Workmanship Warranty support;
- defending against any disputes; and
- with your separate consent, sending you marketing communications and using before/after photographs for marketing.
We may disclose your personal information to our public liability insurer, our payment processor, our debt collection agency or solicitor (only if necessary to recover unpaid invoices), and as required by law. We do not sell your personal information to any third party.
Personal information is retained for the warranty period plus two (2) years, after which it is securely destroyed. Tax records (invoices and payment receipts) are retained for five (5) years per the Income Tax Assessment Act 1997 (Cth) and the A New Tax System (Goods and Services Tax) Act 1999 (Cth).
You may request access to or correction of your personal information by contacting us at info@regroutingspecialists.com.au. Complaints about our handling of your personal information should be made to us first. If unresolved, you may complain to the Office of the Australian Information Commissioner (oaic.gov.au, 1300 363 992).
We take before-and-after photographs of the work area for our internal records (warranty defence, training, and quality assurance). These photographs are retained as part of our personal information holdings under clause 15.3 and are not shared publicly without your separate consent under clause 16.3.
We will communicate with you about your Quotation, booking, payment, and Workmanship Warranty by SMS, email, and telephone using the contact details you provide. These operational communications are not subject to the marketing consent in clauses 16.2 and 16.3.
Marketing communications (newsletters, promotional offers, maintenance tips, seasonal reminders) will only be sent to you if you have separately consented on the Quotation acceptance form or via written reply. Consent is given separately for SMS and for email. You may withdraw consent at any time by replying STOP to any SMS or clicking unsubscribe in any email. Withdrawal of marketing consent does not affect Workmanship Warranty support or operational communications.
All marketing communications will comply with the Spam Act 2003 (Cth), including identification of Rescue My Tiles Pty Ltd, ABN 74 697 494 009, and a functional unsubscribe facility valid for at least 30 days.
We will only use before-and-after photographs of your work area for marketing purposes (our website, social media, review platforms) if you give separate opt-in consent on the Quotation acceptance form. Even where consent is given, we will not include identifying information (your name, full address, or exterior of property) in the marketing material. You may withdraw photo consent at any time by emailing info@regroutingspecialists.com.au.
We may invite you to leave a Google review approximately seven (7) days after Services completion. Honest feedback is welcome whether positive or negative. We do not pay for or otherwise incentivise reviews.
To the maximum extent permitted by law, but subject always to your rights under the Australian Consumer Law (which cannot be excluded, restricted, or modified):
18.1 Cancellation by You — After Cooling-Off, Before Work Commences
If you cancel the Services after the cooling-off period (clause 9) has expired but before work commences, you will forfeit your deposit only to the extent of our reasonable costs actually incurred (for example, materials ordered specifically for your job, travel costs, or administrative time spent on your file). Any balance of the deposit will be refunded within seven (7) Business Days.
If you cancel the Services after work has commenced, you will be invoiced for work completed up to the point of cancellation, plus any non-returnable materials, plus our reasonable demobilisation cost.
We may cancel the Services with a full refund of your deposit if:
Neither party is liable for delay or failure to perform any obligation under these Terms caused by events beyond their reasonable control, including (without limitation): illness or injury of personnel, extreme weather, fire, flood, supply chain disruption, government order, pandemic, civil unrest, or labour dispute. The affected party will notify the other party as soon as practicable, and the parties will use reasonable endeavours to agree a revised schedule.
We maintain Public Liability Insurance with a sum insured of $10,000,000 (ten million Australian dollars) arranged through BizCover Pty Ltd (ABN 68 127 707 975, AFSL 501769) and jointly underwritten by HDI Global Specialty SE — Australian Branch (ABN 58 129 395 544, AFSL 458776) and Chubb Insurance Australia Limited (ABN 23 001 642 020, AFSL 239687) under policy BIZ153840BUS effective 4 May 2026 to 4 May 2027. The Public Liability Insurance covers third-party property damage and personal injury arising from our work. It does not cover workmanship defects, which are addressed by the Workmanship Warranty in clause 13 and your rights under the Australian Consumer Law in clause 14. A Certificate of Currency is available on request.
All content on our website at www.regroutingspecialists.com.au, including text, graphics, logos, images, photographs, and the compilation of such content, is owned by us or our licensors and is protected by Australian and international copyright laws.
You may view and download content from our website for your personal, non-commercial use only. You must not reproduce, modify, distribute, transmit, display, perform, publish, license, create derivative works from, transfer, or sell any content obtained from our website without our prior written consent.
You agree to use our website at www.regroutingspecialists.com.au only for lawful purposes and in a manner that does not infringe the rights of, or restrict or inhibit the use and enjoyment of our website by, any third party.
We make no warranty that our website will be uninterrupted, error-free, or free of viruses or other harmful components. We will use reasonable endeavours to maintain the website but accept no liability for any loss arising from website downtime or errors.
Our website may contain links to third-party websites. We are not responsible for the content, products, services, or privacy practices of any third-party website.
If you have a concern with the Services or these Terms, please contact us first at 0413 611 785 or info@regroutingspecialists.com.au within seven (7) days of the issue arising. We will respond within three (3) Business Days and, if appropriate, inspect the issue within fourteen (14) Business Days.
If we cannot resolve the dispute directly, either party may refer the dispute to:
These Terms are governed by the laws of Victoria, Australia. The parties submit to the non-exclusive jurisdiction of the courts of Victoria and the Victorian Civil and Administrative Tribunal.
The parties agree that the Quotation, these Terms, and any Variation may be signed electronically (by typed name, drawn signature, or third-party electronic signature platform such as DocuSign or Adobe Sign) and that such electronic signatures are valid and binding under section 9 of the Electronic Transactions (Victoria) Act 2000.
Notice may be given by SMS to 0413 611 785 or email to info@regroutingspecialists.com.au, and such notice is deemed received on the next Business Day after sending.
We may update or amend these Terms from time to time. The updated Terms will take effect on the date specified in the updated version. The version of these Terms applicable to a specific engagement is the version current at the date of acceptance of the relevant Quotation, except to the extent the law requires a later version to apply.
Continued engagement of the Services or use of our website after any amendment constitutes acceptance of the amended Terms.
If any provision of these Terms is found to be invalid, illegal, or unenforceable, that provision will be severed and the remaining provisions will continue in full force and effect.
Our failure to enforce any provision of these Terms will not be construed as a waiver of that provision or our right to enforce it at a later time.
These Terms together with the Quotation and any Variation constitute the entire agreement between the parties in relation to their subject matter and supersede all prior negotiations, representations, and agreements.
You may not assign or transfer your rights or obligations under these Terms without our prior written consent. We may assign these Terms to a successor of our business.
We may engage subcontractors to perform some or all of the Services, provided that any subcontractor is appropriately insured and supervised by us. We remain liable to you for all Services performed.
If you have any questions about these Terms or your engagement with us, please contact:
Regrouting Specialists
Rescue My Tiles
ACN: 697 494 009
ABN: 74 697 494 009
Phone: 0413 611 785
Email: info@regroutingspecialists.com.au
Website: www.regroutingspecialists.com.au
0413 611 785