Service Purchase Options

You may purchase services through the following options:

1. On-Demand Support 
2. Prepaid Support Packages 
3. Annual Subscription Plan (12 months) 

Repair Notice:

If our services involve repairing your device, please note the following:

• Your device may be replaced with a refurbished unit of the same type rather than repaired. Refurbished parts may also be used for repairs.
• Repairs may result in the loss of any user-generated data. It is your responsibility to back up any important data before requesting a repair.

1.1 On-Demand Support

(a) Services will be provided at the rates specified in the booking confirmation email, which will be disclosed and agreed upon before confirmation.
(b) On-demand support is available for on-site assistance only. However, remote support may be provided at our discretion under special circumstances (e.g., during public health restrictions).

1.2 IT Business Support Packages

(a) A range of IT Business Support Package options are available.
(b) These packages can be used for both on-site and remote support. However, remote support may be the only available option at our discretion (e.g., during public health restrictions).
(c) Packages expire 12 months from the date of purchase and are non-refundable, except as required by law.
(d) Additional charges apply for service requests on weekends, public holidays, or same-day service, as outlined in sections 2.1(b) and 3.5.
(e) Packages do not include hardware or software; any required parts or consumables must be purchased separately.

1.3 Annual Subscription Plan

Customers can opt for a 12-month subscription with the following terms:

(a) Subscription Term: The subscription starts from the sign-up date and lasts for 12 months.
(b) Automatic Renewal: To maintain security protections and ensure uninterrupted remote support, the subscription will automatically renew for another 12 months unless written cancellation is provided at least three (3) days before renewal. A reminder email will be sent three (3) months before renewal. Each renewal is treated as a new subscription term, including early termination fee calculations.
(c) Eligibility & Authority: Subscribers must be at least 18 years old and located in Australia. Business subscribers must have the authority to enter into this agreement on behalf of the business.
(d) Subscription Fees & Benefits:

	Individual Subscription	Business Subscription
Annual Fee	Option A: $99.95 (incl. GST) upfront. Option B: $9.95/month (total: $119.40 incl. GST)	Option A: $199.95 (incl. GST) per user upfront. Option B: $19.95/month per user (total: $239.40 incl. GST)
Early Termination	If an on-site visit has been received, the remaining balance must be paid, less a 50% discount. No charge applies for remote support-only users.	The same early termination policy applies but is calculated per user for multi-user business accounts.
Included Services	Unlimited remote technical support (Fair Use Policy applies), discounted on-site hourly rates, fixed fees for setup services, security alerts, and scam notifications.	Same as individual subscription, plus an annual 1-hour IT Health Check for the business.
Supported Devices	Up to four (4) computers/laptops per individual subscription, unlimited mobile devices (Fair Use Policy applies).	Up to six (6) computers/laptops per business location, unlimited mobile devices (Fair Use Policy applies).

Service Exclusions

The subscription does not cover:

1. Remote support for hard drive formatting, operating system installations, advanced network services, or virus removal on non-nominated devices.
2. New or replacement hardware or software.
3. Fixing inherent software bugs, invalid system configurations, or issues unsupported by manufacturers.
4. Programming, database design, web development, or scripting.
5. Parts, consumables, or repair-related costs.
6. Problems where no manufacturer-provided solution exists.

2. Business Hours

Services are available during the following Australian Eastern Standard Time (AEST) hours:

2.1 Remote Support:

• Monday to Friday: 8:00 AM – 9:00 PM
• Saturday: 8:00 AM – 5:00 PM
• Sunday: 9:00 AM – 6:00 PM
• Public Holidays: Sunday hours apply, except for no service on December 25 (Christmas) and January 1 (New Year’s Day).
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• 
• 3. Remote Services
• 3.1 Your Remote Service Obligations
• When utilizing remote services, you must:
• (a) Back up all data before requesting assistance.
• (b) If you are a subscription customer, provide your subscription details when requesting services.
• (c) Be at least 18 years old and physically located in Australia at the time of your request.
• (d) Have legitimate copies of all software, along with installation media and product keys, ready when seeking support.
• 
• 4. Warranties, Authorizations, and Acknowledgments
• 4.1 No Third-Party Infringement
• You warrant that:
• (a) You own or are an authorized licensee of all software, data, media, devices, and other equipment that you request assistance with.
• (b) The provision of services does not violate any third-party rights.
• 4.2 Access to Devices, Systems, and Data
• You consent to:
• (a) Allow remote access to your designated device for service purposes.
• (b) Permit access, modification, reproduction, and temporary impairment of data, systems, programs, or electronic communications as necessary for service delivery.
• 4.3 Data Backup Responsibility
• You are responsible for ensuring that all data, software, and media are backed up before any service is performed. Subject to any applicable rights under the Australian Consumer Law, no responsibility is taken for data loss, alteration, or corruption.
• 4.4 Acknowledgments and Disclaimers
• To the extent permitted by law, you acknowledge that:
• (a) Timeframes provided are estimates only. Best efforts will be made to meet estimated timelines, and any expected delays will be communicated.
• (b) Some issues may require off-site repairs. If a problem cannot be resolved remotely or on-site, your system may need to be taken to a service center for further diagnosis and repair, with due care exercised to prevent loss or damage.
• (c) Solutions may involve hardware or software upgrades. If an issue requires an upgrade or replacement, providing this recommendation constitutes fulfillment of service obligations, regardless of whether you choose to proceed.
• (d) Not all issues or security threats can be identified, even with monitoring systems.
• (e) The final solution may differ from the initial diagnosis due to the complexity of technology-related issues.
• (f) Some problems cannot be resolved remotely and may require on-site support.
• (g) Failure to follow provided instructions, recommendations, or advice may result in loss or damage for which no liability is assumed.
• 
• 5. Payment
• 5.1 Subscription fees are payable as outlined in the subscription terms.
• 5.2 Support package fees must be paid at the time of purchase.
• 5.3 On-site service and repair fees are due immediately upon completion of services.
• 5.4 Payments will be processed via the credit/debit card or bank account provided at the time of booking or purchase.
• 5.5 Unless otherwise stated, all fees include GST. Any applicable GST will be added in accordance with the A New Tax System (Goods and Services Tax) Act 1999 (Cth).
• 5.6 Credit account customers can access the credit account terms and conditions through the designated link.
• 
• 6. Fair Use Policy (Subscriptions)
• 6.1 Reasonable and Legitimate Use
• Subscription services must not be used in an excessive, unreasonable, or fraudulent manner, or in a way that disrupts or impedes services for other customers. The services should only be used for reasonable personal or business needs, as applicable to your subscription type.
• 6.2 Usage Restrictions
• You must not:
• (a) Make repeated remote service requests due to a lack of regular system maintenance.
• (b) Request repeated services for issues arising from failure to follow provided recommendations.
• (c) Extend the services to unsupported devices or unauthorized individuals.
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7. Privacy

We will comply with the Privacy Act 1988 (Cth) and act in accordance with our Privacy Policy, which can be viewed on our website.

8. Liability

8.1 Australian Consumer Law

Our goods and services come with guarantees that cannot be excluded under the Australian Consumer Law. In the case of a major failure with a service, you are entitled to:

• Cancel your service contract; and
• Receive a refund for the unused portion or compensation for the reduced value.

For major failures with goods, you are entitled to choose between a refund or replacement. If a failure does not constitute a major failure, you have the right to have the issue rectified within a reasonable timeframe. If the issue is not resolved, you are entitled to a refund for the goods and the cancellation of the service contract, with a refund for any unused portion. Compensation may also be available for any reasonably foreseeable loss or damage resulting from a failure in the goods or service.

8.2 Limitation of Liability

To the extent permitted by law (including where goods or services are not typically acquired for personal, domestic, or household use), liability is limited to, at our discretion:

(a) For goods:

(i) Replacement or supply of equivalent goods;
(ii) Payment of the cost of replacement or equivalent goods; or
(iii) Refund of the purchase amount.

(b) For services:

(i) Re-supply of the services; or
(ii) Payment of the cost of re-supplying the services.

This limitation does not apply to liability for death, personal injury, or tangible property damage directly caused by gross negligence.

8.3 Exclusions of Liability

To the extent permitted by law, we will not be liable for:

• Business interruptions;
• Loss of revenue, profits, or business reputation;
• Delays or service disruptions (excluding any same-day service guarantees);
• Loss, alteration, or corruption of data, software, or media;
• Viruses or system failures; or
• Events beyond our reasonable control.

8.4 Customer Responsibilities

We are not liable for any loss that:

(a) Is caused by your own actions, including negligence or breach of contract.
(b) Results from failure to follow advice, instructions, or reasonable steps to prevent or minimize loss.

9. Termination & Suspension

9.1 Termination

A party may immediately terminate this agreement with written notice if:

(a) The other party breaches a term that is incapable of being remedied.
(b) The breach is capable of being remedied but is not fixed within 10 days of receiving written notice.

9.2 Service Suspension

Services may be suspended if:

• There is a breach of this agreement, including failure to pay fees when due.
• It is necessary to prevent damage or misuse of services or systems.

10. Changes to Terms

10.1 Updates to Terms

We may update the terms of this agreement from time to time by posting changes on our website.

(a) Subscription Customers:

(i) Changes will only apply to the next subscription term, not the current one.
(ii) If changes to fees or services are detrimental to you, we will notify you by email before the next subscription term begins, allowing you the option to cancel.

(b) Support Pack Customers:

• Changes will not take effect until the current support pack has expired or been used.

(c) On-Demand Customers:

• Changes will take effect immediately and apply to all new service requests.

10.2 Exceptions

We may make urgent changes to this agreement without prior notice if required by law or necessary for security, technical reasons, fraud prevention, or to prevent misuse of services.

10.3 Withdrawal of Services

From time to time, certain service offerings may be withdrawn. If this affects a current subscription or support pack, we will:

(a) Provide a pro-rata refund for any unused prepaid fees, based on unused support hours or remaining months in a subscription.
(b) Endeavor to provide reasonable advance notice of service withdrawals.

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11. Force Majeure

We will not be liable for non-performance or delays caused by external events beyond our reasonable control (“Force Majeure”). Force Majeure events include, but are not limited to, acts of war, terrorism, cyber-attacks, civil unrest, epidemics or pandemics, natural disasters, blockades, embargoes, strikes, lockouts, acts of God, or actions by any government or governmental agency.

12. Governing Law

This agreement is governed by the laws of New South Wales.

13. Notices, Feedback, and Information

(a) Notices – Any notices or communications may be sent via email to the address provided during registration. You must notify us promptly if your email address changes.

(b) Feedback – Feedback is welcomed and may be used for service improvement. Any written feedback provided may be used for marketing purposes without requiring further consent.

14. General Terms

(a) Assignment – This agreement (including any subscriptions or support packages) cannot be assigned without prior written consent.

(b) Waiver – Failure or delay in exercising any right, power, or remedy does not constitute a waiver.

(c) Severability – If any part of these terms is found to be illegal or unenforceable, it will be severed, and the remaining terms will continue to be effective.

(d) Survival – Any provisions that are by nature ongoing obligations will remain in effect after termination of this agreement.

(e) Interpretation – Words in the singular include the plural and vice versa, and “including” is to be interpreted as “including, without limitation.”

Refund Policy

Effective Date: [Insert Date]

Thank you for choosing [Your Company Name] for your tech support needs. We are committed to delivering high-quality services. If you are not satisfied, please review our refund policy below.

1. Full Refunds
   • A full refund may be issued if:
     • The issue was not resolved, and our team could not provide a suitable workaround.
     • The refund request is made within 7 days of the service being provided.
     • The service was not delivered due to an issue on our end.
2. Partial Refunds
3. A partial refund may be granted if:
   • The service was only partially completed, and the customer chooses not to proceed further.
   • The resolution provided was not fully satisfactory, but some level of support was delivered.
4. No Refunds
5. Refunds will not be issued if:
   • The service was fully rendered and the issue was resolved.
   • The issue is due to customer negligence (e.g., failure to follow provided instructions).
   • The refund request is made after 7 days from the date of service.
   • The problem is related to third-party software or hardware beyond our control.

How to Request a Refund

To request a refund, please contact us at [Your Support Email] with the following details:

• Full Name
• Order/Transaction ID
• Description of the issue
• Reason for the refund request

Our team will review your request and respond within 7 business days.

Processing Time

• Approved refunds will be processed within 7 business days.
• Refunds will be issued to the original payment method.

Changes to This Policy

We reserve the right to modify this policy at any time. Any updates will be posted on our website.

For any questions, contact us at +64(0)466982786