1. Who we are
This policy is issued by Titan Gutter Guards Pty Ltd (ABN 42 697 595 510) ("Titan", "we", "us"). We install gutter guard systems on residential and commercial properties across Australia. We are bound by the Privacy Act 1988 (Cth) and the Australian Privacy Principles, and this policy explains how we handle personal information under them.
2. What we collect
We only collect what we need to quote, book and install a job, and to run our business. Depending on how you deal with us, that can include:
- Contact details — your name, phone number, email address and the address of the property to be quoted.
- Property details — roof type, roof and gutter colours, approximate gutter metres, photos of your roof and gutters, and aerial imagery of the property used to prepare a quote.
- Quote and job records — the quote we sent you, whether you opened it, what you accepted, your chosen mesh and colours, your install date and the installer assigned.
- Payment records — invoice and payment details. We do not store your card number; payments are processed by Stripe or by bank transfer through your own bank.
- Communications — text messages, emails and call notes between you and us, including reviews you leave.
- Website usage — pages visited, device and browser type, approximate location and how you reached us, collected through cookies and analytics tools (see section 6).
We do not ask for, and do not want, sensitive information such as health, religious or financial-account details. If you send it to us anyway we will delete it unless we need it to deal with your request.
3. How we collect it
- When you fill in a quote form on our website, a Facebook or Instagram lead form, or a Google Ads lead form.
- When you call, text or email us, or reply to a message we send you.
- When you use a link we text you — to view your quote, accept it, pick your colours, upload roof photos, pay a deposit, view your completion photos or leave a review. Those pages record when they were opened so we know you received them.
- From publicly available sources — aerial and street imagery, and real-estate listings — to measure a roof for a satellite quote without visiting.
- From our installers, who photograph the finished work and may note anything about the property relevant to the job.
4. Why we use it
- To prepare and send your quote, answer your questions and follow up on it.
- To order the right mesh and colours, schedule the install and send an installer to the right address.
- To invoice you, take your deposit and final payment, and keep the financial records the law requires.
- To send you the messages that are part of the job: quote sent, deposit received, colour picker, install date, completion photos, invoice, review request.
- To improve our service, our website and our advertising — for example, working out which suburbs our customers come from.
- To show your before-and-after photos on our website and social media, only if you have agreed to that (see section 7).
We do not sell your personal information to anyone, and we do not send marketing emails or texts unrelated to your job unless you have opted in. Every marketing message we send has a way to opt out.
5. Who we share it with
We share your information only with the people and services needed to do the work:
- Our installers — independent contractors who receive your name, phone number, address, roof details and photos so they can complete the job. They are bound by written terms that restrict them to using it for your job only.
- Our mesh supplier — receives the colours and quantity for your order, and in some cases the delivery address. Not your name or contact details unless goods are delivered to you.
- Service providers that run our systems: our customer-relationship platform (GoHighLevel / LeadConnector), Google Workspace and Google Drive, Xero for invoicing, Stripe for card payments, SMS and email delivery services, and website hosting. They hold data on our behalf and may not use it for their own purposes.
- Advertising platforms — see section 6.
- Professional advisers such as our accountant, and regulators or courts where the law requires it.
6. Advertising, cookies and tracking
Our website uses cookies and similar tools so we can see how people use it and measure whether our advertising works. Specifically:
- Google Analytics and Google Ads — to measure visits and to record when a quote form is submitted after an ad is clicked. Google may use this to show our ads to you again on other sites (remarketing). You can opt out through Google's ads settings.
- Meta (Facebook and Instagram) — where we run lead ads, Meta records that you submitted a form. You control this through your Meta account settings.
- Microsoft Clarity — records anonymised session replays and heatmaps so we can see where the website is confusing. Clarity masks text you type into forms.
You can block or clear cookies in your browser at any time. The website still works without them; some measurement will not.
7. Photos of your property
Our installers photograph the finished job so we can check the work, send you the photos, and keep a record for warranty purposes. Photos you upload through our colour-picker link are stored with your job for the same reasons.
We like to show finished work on our website and social media. We will only publish photos of your property if you have told us that is OK — either by ticking the consent box on a completion page or telling us in writing. Published photos show the roof and gutters only, name the suburb but never the street address, and never include your name. You can withdraw that consent at any time by emailing us and we will take the photos down within 7 days.
8. How long we keep it
- Job, invoice and payment records — 7 years, because tax law requires it and because our 20-year warranty means we need to know what was installed.
- Quotes that never became a job — up to 2 years, so we can honour a quote or answer a question, then deleted or de-identified.
- Roof photos and aerial imagery — for the life of the job record.
- Website analytics — as set by Google Analytics, currently 14 months for user-level data.
9. How we protect it
Your information is stored in Australian or US data centres run by the providers named above, each protected by access controls and encryption in transit. Access within Titan is limited to the people who need it for their role. Links we text you carry a random code that cannot be guessed, and quote and colour pages only show information after your deposit has been paid. No system is perfectly secure; if we become aware of a breach that is likely to cause you serious harm we will tell you and the Office of the Australian Information Commissioner as the law requires.
10. Your rights
You can ask us at any time to:
- Access the personal information we hold about you.
- Correct anything that is wrong or out of date.
- Delete it, where we no longer need it for a job, a warranty or a legal obligation.
- Stop marketing messages, or withdraw consent to publish your photos.
Email [email protected] and we will respond within 14 days. There is no charge. You may deal with us anonymously or under a pseudonym for a general enquiry, but we cannot quote or install a job without a real name and address.
11. Overseas disclosure
Some of our service providers store data outside Australia — principally in the United States (Google, Meta, Stripe, GoHighLevel, Microsoft). Each is bound by its own privacy commitments and by our agreements with it. Our quoting assistant works remotely from the Philippines and accesses job records under a written contract that binds them to this policy.
12. Contact and complaints
Email: [email protected]
Phone: 0483 987 198 (Mon–Fri, 9am–6pm AEST)
If you think we have mishandled your information, tell us first and we will investigate and reply within 30 days. If you are not satisfied with our response you can complain to the Office of the Australian Information Commissioner at oaic.gov.au or 1300 363 992.
We may update this policy from time to time. The date at the top tells you when it last changed; the current version is always at titangutterguards.com.au/privacy.