Refund & Returns Policy.

Website terms and condition

Aligned Intelligence Pty Ltd trading as Floor Flow

These terms and conditions regulate the business relationship between you and us. By using Our Website in any way, or by buying from us, you agree to be bound by them.

No person under the age of 18 years may purchase Goods. If you are under 18, please confer with an adult to make your purchase.

We are: Aligned Intelligence Pty Ltd trading as Floor Flow
7/45 Commercial Drive Shailer Park 4128

You are: a visitor to Our Website / our customer

Definitions

In this agreement:

“AI Chatbot” means our automated artificial intelligence system that provides flooring advice, information, recommendations, and guidance through conversational interface on Our Website.

“Carrier” means any person or business contracted by us to carry Goods from us to you, whether all or part of the distance.

“Consumer” means any natural person who, in connection with this agreement, is acting for purposes which are outside his business.

“Our Website” means the entire computing hardware and software installation that is or supports Our Website, including all pages, subdomains, mobile applications, and associated technologies.

“Goods” means any of the flooring products, materials, accessories, or services we offer for sale on our Website including but not limited to hybrid flooring, luxury vinyl planks, laminate flooring, engineered timber, underlayments, installation services, and consultation services.

“Content” means any material in any form published on Our Website by us or any third party with our consent, including but not limited to text, graphics, logos, icons, images, audio clips, digital downloads, data, software, AI-generated responses, and interactive features.

“Material” means Content of any sort posted by you on Our Website including but not limited to comments, reviews, questions, images, or any other user-generated content.

AI chatbot terms, disclaimers & limitations

Nature and Purpose of AI Chatbot Service

Our AI Chatbot is provided as a preliminary information service designed to offer general guidance about flooring products and services. The AI Chatbot is trained on industry knowledge, product specifications, climate data, and flooring expertise, but it remains an automated system with inherent limitations.

Information Accuracy and Reliability Disclaimers

• Our AI Chatbot provides general flooring guidance based on training data, algorithms, and automated responses that may not reflect the most current information available
• Chatbot responses are not professional advice and should not be relied upon as definitive recommendations for your specific flooring project
• Information provided by the chatbot may contain inaccuracies, be incomplete, become outdated, or fail to account for unique circumstances of your property
• Always verify chatbot advice with qualified flooring professionals before making any purchasing decisions or commencing any flooring work
• The chatbot cannot assess your specific property conditions, substrate quality, environmental factors, or installation requirements
• Responses are generated based on general patterns and may not be appropriate for your particular situation

Limitation of Liability for AI-Generated Advice

We give no warranty and make no representation, express or implied, as to:

• The accuracy, completeness, or reliability of AI chatbot responses
• The adequacy or appropriateness of chatbot recommendations for your specific purpose
• The suitability of chatbot-suggested products for your climate, property, or usage requirements
• The correctness of any installation guidance, maintenance advice, or technical information provided by the chatbot

We are not liable in any circumstances for:

• Any decisions made based on AI chatbot interactions or recommendations
• Property damage resulting from following chatbot guidance or advice
• Financial losses incurred due to product selections suggested by the chatbot
• Installation failures or performance issues arising from chatbot-recommended products or methods
• Any special, indirect, consequential, or incidental damages arising from chatbot use
• Delays, costs, or complications resulting from reliance on chatbot information

Climate and Technical Assessment Limitations

• Chatbot advice regarding South-East Queensland climate considerations is general guidance only – actual SEQ conditions vary significantly by location, season, property age, construction type, and microclimate factors
• Site-specific conditions cannot be assessed through chatbot interactions including substrate condition, moisture levels, structural factors, or environmental controls
• Professional on-site assessment is always required for all flooring decisions, particularly in SEQ’s challenging climate conditions
• The chatbot cannot replace expert evaluation of substrate preparation requirements, moisture barrier needs, expansion gap calculations, or installation complexity
• Climate-related performance predictions by the chatbot are based on general data and may not apply to your specific property or circumstances

User Responsibility for AI Interactions

By using our AI Chatbot, you acknowledge and agree that:

• Chatbot advice is preliminary information only and does not constitute professional consultation
• You will seek professional consultation from qualified flooring specialists before making any significant flooring decisions
• You accept full responsibility for any actions taken, purchases made, or work commenced based on chatbot advice
• You will not rely solely on chatbot recommendations for investments exceeding $1,000 or for any flooring project
• You understand that human expertise is required for accurate assessment of your specific flooring needs
• You will verify all chatbot information through independent professional sources before proceeding

Chatbot Data Usage and Privacy

Information you provide to our AI Chatbot, including property details, personal preferences, and project requirements, may be:

• Stored for service improvement and training purposes
• Used to enhance chatbot responses and functionality
• Analysed for business intelligence and service development
• Shared with our professional consultants if you request human follow-up

You consent to this data usage by interacting with the chatbot. Personal information is handled according to our Privacy Policy.

Specific indemnity for AI chatbot use

You agree to indemnify, defend, and hold harmless Aligned Intelligence Pty Ltd trading as Floor Flow, its officers, directors, employees, agents, and representatives against any and all claims, demands, losses, costs, damages, or expenses (including reasonable lawyers’ fees) arising from or relating to:

• Your reliance on AI chatbot advice, recommendations, or information
• Any flooring decisions made based wholly or partly on chatbot interactions
• Property damage, personal injury, or financial loss resulting from following chatbot guidance
• Any misunderstanding, misinterpretation, or incorrect application of chatbot responses
• Installation failures, product performance issues, or warranty voids arising from chatbot-influenced decisions
• Claims by third parties (including contractors, suppliers, or other service providers) related to your use of chatbot information
• Any breach of these terms related to your chatbot usage

This indemnification obligation survives termination of your use of Our Website and continues indefinitely.

Our contract with you

These terms and conditions apply:

• So far as the context allows, to you as a visitor to Our Website; and
• In any event to you as a buyer or prospective buyer of our Goods.

We shall accept your order by e-mail confirmation. That is when our contract is made. (Our message will also confirm details of your purchase and tell you when we shall despatch your order).

We may change these terms from time to time. The terms that apply to you are those posted here on Our Website on the day you order Goods.

Unfortunately, we cannot guarantee that Goods advertised on our website are available at the time of your order due to stock movements, supplier delays, or discontinuation by manufacturers.

If we do not have all of the Goods you order in stock, we will offer you alternatives of comparable quality and specification. If this happens you may:

• accept the alternatives we offer;
• cancel all or part of your order without penalty;

If in future, you buy Goods from us under any arrangement which does not involve your payment via Our Website (such as phone orders, in-person consultations, or mobile showroom purchases), these terms still apply unless specifically varied in writing.

If we owe you money on account of your cancellation, we will credit your bank account as soon as reasonably practicable but in any event no later than 30 days from the date of cancellation of your order.

Your account with us

You agree that you have provided, and will continue to provide accurate, up to date, and complete information about yourself including name, address, contact details, and payment information. We need this information to provide you with the Goods and services you request.

If you use the website and create an account, you are responsible for maintaining the confidentiality of your account credentials and password and for preventing any unauthorised person from using your computer or accessing your account.

You agree to accept responsibility for all activities that occur under your account or password, including purchases, communications, and interactions with our AI Chatbot. You should tell us immediately if you believe some person has accessed your account without your authority and also log in to your account and change your password.

We reserve the right to refuse you access to Our Website, suspend your account, or terminate your account if we reasonably believe you have breached these terms or engaged in unlawful or inappropriate conduct.

Price and Payment

We endeavour to keep our website and catalogue prices updated and accurate but it is possible that the price may have increased from that published due to supplier cost increases, currency fluctuations, or other market conditions. If that happens, we will not send your order until you have confirmed that you wish to order at the new price.

All prices displayed on Our Website are in Australian Dollars and include GST unless otherwise specified.

Banking charges by the receiving bank on payments to us will be borne by us. All other charges relating to payment in a currency other than Australian Dollars including foreign exchange fees, international transaction fees, or correspondent bank charges will be borne by you.

Payments by credit card will incur a 1.5% surcharge to cover processing fees imposed by financial institutions.

Any information given by us in relation to exchange rates are approximate only and may vary from time to time without notice.

Payment terms for different services:

• Online orders: Full payment required before dispatch
• Mobile showroom consultations: Deposit may be required for extensive services
• Installation services: As specified in our Service Terms and Conditions
• Custom orders: Deposit required with balance on completion

Delivery

Deliveries will be made by post, courier, or a carrier instructed by us to the address stipulated in your order. You must ensure that someone aged 18 or over is present to accept delivery during normal business hours (8:00 AM to 6:00 PM, Monday to Friday).

If we are unable to deliver your order after two attempts by our carrier, we will notify you by phone and email to try to arrange an alternative date for delivery, convenient to you. If we have failed to contact you after 10 business days from the first time we attempted delivery, we will cancel your order and return money paid for the goods. We will retain any charge we made for delivery to cover our costs.

We may deliver the Goods in instalments if they are not all available at the same time for delivery, or if the size or nature of your order makes split delivery more practical.

Goods are sent at our risk until signed for by you or by any other person aged 18 or over at the address you have given to us. Once signed for, risk passes to you.

For large or heavy items (such as flooring materials), delivery will be made by specialist freight carrier. Additional charges may apply for:

• Delivery to locations more than 50km from Brisbane CBD
• Delivery requiring special access equipment (cranes, forklifts)
• Delivery to construction sites or commercial addresses
• Delivery requiring appointment times outside normal business hours

We will send you a message by email to tell you when we have despatched your order, including tracking information where available.

Cancellation of order

You may cancel your order at any time before we dispatch the Goods or commence installation services, however a re-stocking fee may apply as detailed below.

Details of our after-sales service and guarantees, if any, are given on our website and in our service documentation.

Cancellation before dispatch:

If you cancel before we have sent the Goods, we will refund to you:

• The full price of standard Goods less any applicable restocking fees
• The cost of delivery, if any, unless the cancellation is within 48 hours of dispatch
• Less restocking fees: 5% for standard items, 15% for special orders, 25% for custom-made items

Cancellation after dispatch:

If you cancel after we have despatched the Goods, we will refund:

• The price of the goods only, less restocking fees as above
• No refund of delivery costs
• You are responsible for return shipping costs

No cancellation option for:

The option to cancel your order is not available if the Goods are:

• Perishable or have limited shelf life
• Made or altered to your personal specification
• Special orders not normally held in stock
• Cut to size or custom-measured materials
• Shrink wrapped or otherwise sealed items which have been opened
• Installation services that have already commenced

Return requirements:

If you cancel your order after we have despatched the Goods, you must return them to us within 7 days in the same condition in which you received them. We cannot refund your money if the Goods have been used, installed, damaged, or are no longer in resaleable condition.

You are responsible for the cost and risk of returning them.

To assist us in identifying your Goods on receipt by us, you must telephone 0429 312 608 for a returns reference number to be placed on the package and return documentation.

If you fail to return the goods within 14 days of cancellation, we are entitled to arrange for their collection at your cost. If we do, we shall look to you to repay us the reasonable cost of collection.

We will process refunds within 30 business days of receiving returned goods in acceptable condition.

This section does not affect your rights in the event that the Goods are faulty or not as described.

Foreign Taxes, duties and import restrictions

If you are not in Australia, we have no knowledge of, and no responsibility for, the laws, taxes, duties, or import restrictions in your country.

You are solely responsible for:

• Purchasing Goods which you are lawfully able to import
• Payment of import duties and taxes of any kind levied in your country
• Compliance with all applicable laws and regulations
• Any additional costs or delays associated with international shipping

We make no representation that our Goods comply with regulations outside Australia.

Goods Returned

If for any reason you are not completely happy with your purchase, please contact us within 3 business days so that we may work with you towards a satisfactory solution.

Our most important task is to ensure your absolute satisfaction. We will always strive to reach that target. However, we acknowledge that mistakes are made occasionally. This section covers that possibility.

Faulty Goods Process:

If you are not wholly satisfied with the Product, please tell us at the earliest opportunity:

• Exactly what is the fault or defect
• The date, if relevant, when the fault became apparent
• When and how you discovered the fault
• How the fault affected your use of the Goods
• Whether the fault presents any safety concerns

Return procedure for faulty goods:

To do this, it is essential that you follow the instructions below. These provisions apply in the event that you return Goods to us because you say they are faulty:

You must tell us by email message to info@floorflow.com.au or by letter to our address at the top of this agreement, that you would like to return goods, specifying:

• Exactly what goods and the date purchased
• Your order number or invoice reference
• Full details of the defect or other reason for return
• Digital photographs of the defect where applicable

If you send goods to us without prior communication, we may not be able to identify sufficient details to enable us to attend to your complaint effectively.

Return requirements:

The Goods must be returned to us as soon as any defect is discovered, and in any event within 30 days of delivery.

So far as possible, Goods should be returned:

• With both goods and all packaging as far as possible in their original condition
• Securely wrapped to prevent damage during transit
• Including our delivery slip and any accessories or documentation
• At your risk and cost (unless the return is due to our error)

Our obligations for faulty goods:

If goods are found to be faulty due to manufacturing defects or errors on our part:

• We will provide full refund including your return shipping costs
• Or we will replace the goods at no cost to you
• Or we will repair the goods where practical and cost-effective

Disclaimers

We or our Content suppliers may make improvements or changes to Our Website, the Content, or to any of the Goods, at any time and without advance notice.

You are advised that Content may include technical inaccuracies or typographical errors. This is inevitable in any large website. We would be grateful if you bring to our immediate attention, any that you find.

General Disclaimers:

We give no warranty and make no representation, express or implied, as to:

• The adequacy or appropriateness of the Goods for your specific purpose or circumstances
• The truth, accuracy, or completeness of any Content on Our Website published by someone other than us
• Any implied warranty or condition as to merchantability or fitness of the Goods for a purpose other than that for which the Goods are commonly used
• Compatibility of Our Website with your equipment, software, telecommunications connection, or operating system
• The performance of our Goods in your specific climate, building, or usage conditions
• The availability of Goods, services, or information at any particular time

Third-party content and links:

Our Website contains links to other Internet websites outside our power and control. You acknowledge and agree that we shall not be liable in any way for the Content of any such linked website, nor for any loss or damage arising from your use of any such website.

Limitation of liability:

We are not liable in any circumstances for special, indirect or consequential loss or any damages whatsoever resulting from loss of use, loss of data, loss of revenues or profits, business interruption, or loss of opportunity, whether in an action of contract, negligence or otherwise, arising out of or in connection with your use of Our Website or the purchase of Goods.

In any event, including the event that any term or condition or obligation on our part (“Implied Term”) is implied into these conditions by law, then our liability is limited to the maximum extent permitted by law, to the value of the goods or services you have purchased from us.

The above limitations do not apply to:

• Claims for personal injury caused by our negligence
• Claims under consumer protection legislation that cannot be excluded
• Fraudulent misrepresentation
• Any other liability that cannot be excluded under applicable law

Content and intellectual property rights

We will defend the intellectual property rights in connection with our Goods and Our Website, including copyright in the Content whether provided by us or by any other content provider (including copyright in: text, graphics, logos, icons, images, audio clips, digital downloads, data, software, AI training models, and automated responses).

We also claim copyright in the designs and compilation of all Content of Our Website, including the selection, coordination, arrangement and enhancement of such Content. Title, ownership rights, and intellectual property rights shall remain the sole property of us and/or the other content provider. We will strongly protect those rights in all countries.

Restrictions on use:

Except as set out below, you may not copy, modify, publish, transmit, transfer or sell, reproduce, create derivative works from, distribute, perform, display, or in any way exploit any of the Content, in whole or in part.

You may not use our name or logos or trade marks (including “Floor Flow”, “FloorFlow”, or any other Content on any website of yours or that of any other person without our express written permission.

Permitted personal use:

Subject to the other terms of this agreement, you may download or copy Content only for your own personal, non-commercial use, provided that you:

• Maintain all copyright and other proprietary notices contained in the Content
• Do not modify the Content in any way
• Do not store electronically any significant portion of any Content
• Do not redistribute or make available the Content to third parties

Your Email Address

You represent that any username or email address selected by you, when used alone or combined with a second or third level domain name, does not interfere with the rights of any third party and has not been selected for any unlawful purpose.

You acknowledge and agree that if we believe such selection does interfere with the rights of any third party or is being selected for any unlawful purpose, we may immediately suspend the use of such name or email address, and you will indemnify us for any claim or demand that arises out of your selection.

You acknowledge and agree that we shall not be liable to you in the event that we are ordered or required by a court or judicial authority, to desist from using or permitting the use of a particular domain name as part of a name or email address.

Your material

If you post any Material on Our Website (including reviews, comments, questions, or responses to our AI Chatbot), you warrant that you own the copyright in it and you accept all risk and responsibility for it. You grant to us the right to edit, copy, publish, distribute, translate and otherwise use it in any medium and for any purpose.

You agree that if you do post any Material on Our Website, in doing so, you grant to us a non-exclusive, irrevocable, royalty-free, right in perpetuity to use that Material in any way whatever, throughout the World in any medium. You agree to waive your right to be identified as the author and your right to object to derogatory treatment of your Material.

You agree to perform all further acts necessary to perfect any of the above rights granted by you to us, including the execution of deeds and documents, at our request.

You represent and warrant that:

• You own the rights to all of the Material that you post
• Any fact stated in your Material is accurate to the best of your knowledge
• Your Material does not infringe any third-party rights
• Your Material complies with all applicable laws and these terms

System security

We will do our best to maintain Our Website so that you have constant access and use, but there will be times when your access or use may be interrupted for maintenance, updates, or due to circumstances beyond our control.

You agree that you will not, and will not allow any other person to violate or attempt to violate any aspect of the security of Our Website including:

• Accessing data not intended for you
• Logging into an account you are not authorized to access
• Attempting to probe, scan, or test the vulnerability of the system
• Breaching security or authentication measures
• Interfering with service to any user, host, or network

You may not use any software tool for the purpose of extracting data from our website including automated scraping tools, bots, or harvesting software.

You understand that any such violation is unlawful in many jurisdictions and that any contravention of law may result in criminal prosecution.

Acceptable use policy

As a condition of your use of Our Website, you agree to comply with these provisions:

Prohibited content:

You will not use or allow anyone else to use the Website to post or otherwise publish:

• Copyrighted works without permission
• Commercial audio, video or music files without appropriate licensing
• Any Material which violates the law of any established jurisdiction
• Unlicensed software or pirated content
• Software which assists in or promotes: emulators, phishing, hacking, password cracking, IP spoofing
• Links to any of the material specified in this paragraph
• Pornographic Material or sexually explicit content
• Any Material promoting discrimination or animosity to any person on grounds of gender, race, colour, religion, or nationality
• Defamatory, threatening, or harassing content
• False or misleading information
• Content that violates privacy rights

Anti-spam provisions:

You will not use the Services for spamming. Spamming includes, but is not limited to:

• The bulk sending of unsolicited messages, or the sending of unsolicited emails which provoke complaints from recipients
• The sending of junk mail or promotional material without consent
• The use of distribution lists that include people who have not given specific permission to be included in such distribution process
• Excessive and repeated posting off-topic messages to newsgroups or forums
• Excessive and repeated cross-posting
• Email harassment of another Internet user, including but not limited to, transmitting any threatening, libellous or obscene Material, or Material of any nature which could be deemed to be offensive
• The emailing of age inappropriate communications or content to anyone under the age of 18

General Indemnity

You agree to indemnify us against any claim or demand, including reasonable lawyers’ fees, made by any third party due to or arising in any way out of:

• Your use of Our Website
• Your posting of any Material
• The infringement by you, or by any other person using your computer, of any intellectual property or other right of any person
• Your reliance on AI chatbot advice (as detailed in the AI Chatbot section above)
• Your breach of these terms and conditions
• Your violation of any law or the rights of a third party

This indemnification obligation applies whether the claim arises under contract, tort, statute, or any other legal theory.

miscellaneous provisions

Communications:

When we communicate with you we do so by email, phone, or through Our Website. You agree that electronic communications are contractually binding in the same way as properly signed and dated paper sent by post.

Free services:

Where we provide goods or services without specific charge to you (such as our AI Chatbot, basic consultations, or educational resources), then it (or they) is deemed to be provided free of charge, and not to be associated with any other goods or service for which a charge is made. Accordingly, there is no contractual nor other obligation upon us in respect of those goods or services beyond what is specified in these terms.

Third party rights:

Nothing in this agreement or on Our Website shall confer on any third party any benefit or obligation under the Contracts (Rights of Third Parties) legislation or otherwise.

Severability:

If any of these terms is at any time held by any jurisdiction to be void, invalid or unenforceable, then it shall be treated as changed or reduced, only to the extent minimally necessary to bring it within the laws of that jurisdiction and to prevent it from being void and it shall be binding in that changed or reduced form. Subject to that, each provision shall be interpreted as severable and shall not in any way affect any other of these terms.

No waiver:

No waiver by us, in exercising any right, power or provision in this agreement shall operate as a waiver of any other right or of that same right at a future time; nor shall any delay in exercise of any power or right be interpreted as a waiver.

Dispute resolution:

In the event of a dispute arising out of or in connection with these terms or any contract between you and us, then you agree to attempt to settle the dispute by engaging in good faith with us in a process of mediation or alternative dispute resolution before commencing arbitration or litigation.

Force majeure:

We are not liable for any breach of our obligations resulting from causes beyond our reasonable control including but not limited to strikes of our own employees, natural disasters, government actions, internet service provider failures, or other acts of God.

Governing law:

This Agreement shall be governed by and construed in accordance with the law of Queensland, Australia. This agreement shall not be governed by the United Nations Convention on Contracts for the International Sale of Goods, the application of which is hereby expressly excluded.

Any disputes arising under this agreement shall be subject to the exclusive jurisdiction of the courts of Queensland, Australia.

Entire agreement:

These terms and conditions, together with our Privacy Policy and any specific Service Terms and Conditions, constitute the entire agreement between you and us relating to your use of Our Website and purchase of our Goods.

Amendment:

We reserve the right to modify these terms at any time. Changes will be effective immediately upon posting to Our Website. Your continued use of Our Website after any such changes constitutes your acceptance of the new terms.

Acceptance of terms

By proceeding with any Floor Flow service (including but not limited to using our AI Chatbot, scheduling consultations, accepting quotes, making deposits, or allowing work to commence), you acknowledge reading, understanding, and agreeing to these Terms and Conditions.

These Terms and Conditions are available on our website at www.floorflow.com.au and are provided to clients before service commencement.

Last Updated: [Date]

Contact: info@floorflow.com.au | 0429 312 608

Business Address: 7/45 Commercial Drive Shailer Park 4128