Terms of Service

1. Services

The Tech Mate provides on-site and remote IT support services including but not limited to:

• Hardware installation, configuration and repair
• Network setup, maintenance and troubleshooting
• Software installation and configuration
• Data backup, recovery and migration
• Cybersecurity assessments and advice
• IT consulting for businesses and individuals
• Field technician services for Managed Service Providers (MSPs)

We reserve the right to refuse service to any person or entity at our sole discretion.

2. Quotes & Pricing

• All prices are quoted in Australian Dollars (AUD) and are inclusive of GST unless otherwise stated.
• MSP partner services are charged at $150 AUD per hour, billed in 30-minute increments after the first hour.
• Home user and SMB pricing is quoted on a per-job basis following a free initial phone consultation or on-site assessment.
• Written quotes are valid for 14 days from the date of issue.
• Travel fees may apply for locations outside our standard service area and will be disclosed prior to service commencement.
• Additional charges may apply if the scope of work expands beyond the original quote — you will be notified and required to approve any significant additional costs before they are incurred.

3. Booking & Cancellation

3.1 Booking

Service bookings can be made via our website, email or phone. A booking is confirmed upon our written acknowledgement. We endeavour to attend at the agreed time but reserve the right to reschedule due to circumstances beyond our control.

3.2 Cancellation by You

• More than 24 hours' notice: No charge.
• Less than 24 hours' notice: A cancellation fee of up to 1 hour's service rate may apply.
• No show (technician on-site): Minimum 1 hour charge applies.

3.3 Cancellation by Us

We reserve the right to cancel or reschedule appointments. In such cases, you will not be charged and we will offer the earliest available alternative appointment.

4. Payment

• Payment is due upon completion of services unless a credit account or alternative arrangement has been agreed in writing.
• We accept bank transfer (EFT), major credit/debit cards, and cash.
• Invoices not paid within 14 days of the due date may incur a late payment fee of 1.5% per month on the outstanding balance.
• For ongoing retainer arrangements, payment terms will be specified in a separate Service Agreement.
• We reserve the right to withhold service or data until outstanding invoices are paid in full.

5. No Fix, No Fee Policy

We operate a "no fix, no fee" policy for most standard repair and troubleshooting jobs. This means:

• If we are unable to resolve the reported issue, you will not be charged for labour.
• Diagnostic time (up to 1 hour) may be charged if the fault is identified but cannot be resolved due to factors outside our control (e.g., irreparable hardware failure, software licensing issues).
• Any parts or third-party software procured on your behalf remain chargeable regardless of outcome.
• This policy does not apply to MSP partner engagements, ongoing retainers, or project-based work.

6. Your Responsibilities

By engaging our services, you agree to:

• Provide accurate information about the issue and your systems
• Ensure a safe working environment for our technicians
• Back up your data prior to service (we strongly recommend this and accept no liability for data loss)
• Ensure you have the legal right to authorise work on the systems and software in question
• Not use our services for any unlawful, fraudulent or harmful purpose

7. Data & Confidentiality

• We treat all client data and business information as strictly confidential.
• Our technicians will not access, copy or disclose your data beyond what is necessary to deliver the agreed services.
• For MSP partners, we operate under a white-label arrangement and will not identify ourselves as The Tech Mate to end-clients unless authorised to do so.
• We will not discuss, share or disclose any information about your systems or business to third parties without your prior written consent, except as required by law.

8. Liability Limitation

To the maximum extent permitted by Australian consumer law:

• The Tech Mate's total liability for any claim arising from our services is limited to the amount you paid for the specific service that gave rise to the claim.
• We are not liable for any indirect, incidental, consequential or special damages including loss of data, loss of profits, or business interruption.
• We strongly recommend clients maintain current backups. We are not responsible for data loss where adequate backups were not in place.
• Nothing in these Terms excludes, restricts or modifies any right or remedy, or any guarantee, warranty or other term or condition that cannot lawfully be excluded under the Australian Consumer Law.

9. Warranty on Work

We stand behind our work. If an issue we resolved recurs within 30 days of service and is directly related to our work, we will return to address it at no additional labour charge. This warranty does not cover:

• New or unrelated issues
• Problems caused by third-party software updates, user error or hardware failure
• Issues on systems modified by another party after our visit

10. Intellectual Property

All content on our website including text, graphics, logos and code is the intellectual property of The Tech Mate or its licensors. You may not reproduce, distribute or use our content without prior written permission.

11. Website Use

You agree to use our website only for lawful purposes. You must not:

• Attempt to gain unauthorised access to any part of our website or systems
• Transmit any harmful, offensive or fraudulent content
• Use our website in any way that could damage its availability or performance

12. Governing Law

These Terms are governed by the laws of Victoria, Australia. Any disputes will be subject to the exclusive jurisdiction of the courts of Victoria.

13. Changes to These Terms

We may update these Terms from time to time. Updated Terms will be posted on this page with a new effective date. Continued use of our services after changes constitutes acceptance of the updated Terms.

14. Contact

For questions about these Terms, please contact us: