About Stoni AI
ABOUT STONI AI
Stoni AI is the chat assistant on the Stone Doctor Australia online store. It is here to help you find the right product, understand how to care for your stone or tiled surfaces, and check on an order you have already placed.
Stone Doctor Australia has spent more than 35 years working with marble, limestone, granite, travertine, porcelain and ceramic surfaces. Stoni AI draws on that experience, using guidance that has been reviewed and approved by our team, so that the advice you receive reflects how we would answer the same question ourselves.
This page explains what Stoni AI can help with, where it stops, and how to use its guidance safely.
What Stoni AI can help you with
- Choosing the right cleaner, sealer, stain remover or maintenance product for your surface
- General stone and tile care advice, including routine cleaning, sealing and everyday maintenance
- Understanding common problems such as etching, staining, dullness, efflorescence and mould
- Looking at a photograph of your surface and suggesting what may be happening and what to consider next
- Checking the status of an order you have already placed with us
- Questions about shipping, including how dangerous goods items are handled
- Passing your enquiry to our team when it needs a person
What Stoni AI does not do
Some matters need a person, and Stoni AI will pass these to our team rather than attempt them:
- Decisions about your account, your pricing, your credit or your eligibility for any product or service
- Quotes, bookings or scope of works for restoration, re-honing, re-polishing or sealing services
- Complaints, returns, refunds and warranty matters
- Legal or contractual questions, including lease obligations, liability, or who should bear the cost of works between parties
- Confirming with certainty what a surface is made of, or what has previously been applied to it
When Stoni AI passes an enquiry on, it will let you know, and a member of our team will follow up with you.
Using product advice safely
Stoni AI offers general guidance. It cannot inspect your surface, and it does not know how your stone was installed, what has previously been applied to it, or how it has been maintained. Photographs help, but they are not a substitute for an assessment by a person.
Before using any product:
- Read the product label and the Safety Data Sheet, and follow the manufacturer’s directions
- Test the product on a small, inconspicuous area first and allow it to dry fully before continuing
- Wear the protective equipment recommended on the label, and ensure the area is well ventilated
- Never mix products unless the manufacturer states that it is safe to do so
If your surface is valuable, heritage listed, newly installed, or you are not certain what material it is, please speak with our team before applying anything. Where a product is not suitable for a surface, the damage is often permanent, and it is far easier to check first than to correct afterwards.
Accuracy and limitations
Stoni AI works from guidance approved by our team, and we review its conversations so that we can keep improving it. Even so, it is an automated assistant and it can be wrong, incomplete, or out of date.
Product availability, pricing and specifications shown on our product pages are the authoritative source. Where anything Stoni AI tells you differs from a product page, a product label, or advice from our team, please rely on those instead.
If a decision matters — a large quantity, an expensive surface, or a job you cannot easily undo — please confirm with our team before proceeding.
Restoration and sealing services
Alongside our online store, Stone Doctor Australia provides professional stone restoration, re-honing, re-polishing, sealing and specialised stain removal services. These services are available in Victoria.
Stoni AI can explain what each service involves and help you decide whether it is the right approach for your surface. It cannot provide a quote or make a booking. If you would like to proceed, Stoni AI will direct you to our service enquiry form, or you are welcome to contact our team directly.
Speaking with a person
You never have to use Stoni AI. If you would prefer to speak with a member of our team, you are welcome to contact us at any time:
Email: enquiries@stonedoctor.com.au
Phone: 03 9429 1223
Stoni AI is available at any time. Our team responds during business hours, 8.00am - 3.00pm, Monday - Friday
You can also ask Stoni AI at any point in a conversation to pass you to our team, and it will do so.
Your privacy
Information collected through Stoni AI, including what we collect, how it is used, where it is processed and how long it is kept, is set out in full in our Privacy Policy. Please refer to that page for the complete details.
