Secure Customer Room Terms
These terms explain how the secure customer room works for request progress, messages, photo uploads, quote questions, one-tap actions and review or continue actions.
Last updated: 26 June 2026
Important terms for current services
These terms apply to the current Your IT & Tech Mates and TheFixers.APP service features, including QuoteMe, Quick Help, customer support, referrals, student helper proof, service partner pathways, partner pathways, uploaded media, reviews, ratings and business/software/AI callback requests.
- Requests are reviewed before work starts where a review is needed.
- No payment, booking, referral reward, service partner approval, student approval, public profile or public proof is automatic.
- Private customer details must not be published in reviews, MateCard, Live Resume, referral messages or public examples without permission.
- Users must not send passwords, PINs, banking codes, MFA codes or card details through public forms.
Updated for the latest customer, student, helper, referral and local group features. These words are written for website visitors and service participants.
Customer service, repair and warranty rights
Nothing in these terms excludes, restricts or changes any consumer guarantee, right or remedy that cannot be excluded under the Australian Consumer Law or other applicable law.
- We aim to provide services with due care and skill, for the agreed purpose and within a reasonable time where no time is agreed.
- Customers should back up important data before repairs, diagnostics, software changes or data recovery where possible.
- Some repairs, diagnostics, software work and data recovery attempts can carry risk. We will explain practical risks before work proceeds where reasonably possible.
- Warranty statements are in addition to rights that cannot be excluded under Australian law.
Updated for the latest customer, student, helper, referral and local group features. These words are written for website visitors and service participants.
1. What the customer room is for
The customer room is a secure request page that helps you check progress, add photos of the problem, ask about a quote, review a quote or continue with the next step. It is designed to keep your quote, photos, replies and progress together so you do not need to repeat the same information by SMS or phone.
The room may show a personal greeting, request reference, latest update, recommended action, recommended next step, secure status wording and action cards. These are customer-service aids only and do not replace the final quote, invoice, booking confirmation, receipt or written service terms that apply to the job.
2. Secure access
A secure request link or private link by itself may not be enough to view request details. We may require a matching request contact and a one-time code before showing the customer room. You must not share private links, one-time codes, passwords, banking codes or device passcodes with anyone who is not authorised to act for the request.
One-time codes may be sent to the request email where email delivery is available. If you cannot access the code, use the available help path so we can check the safest next step. A phone number, email address or request reference alone may not be enough to open the full room.
If you open the room on a shared device, you should close the browser tab when finished and avoid saving codes or private links where others can access them.
3. What happens when you use an action card
- Check status: shows the latest progress we can safely display. Status information may be updated, corrected or supplemented as the request is reviewed.
- Add photos of the problem: sends photos or files through the existing upload path and keeps the request reference attached. Uploading files does not guarantee a quote, booking, diagnosis, repair outcome or response time.
- Ask about a quote: sends your question through the existing customer message path for review by a real person.
- Review quote / continue: takes you to the existing quote or continuation path. Payment only happens on the official payment page if you choose to proceed.
Recommended cards, latest-update labels and one-tap prompts are guidance based on available request information. They are not a guarantee that a service, booking, quote, payment, refund, warranty outcome or appointment is available.
4. No automatic payment, booking, quote approval, cancellation or deletion
Opening the customer room, receiving a secure link, viewing a latest update, checking status, adding photos or asking a quote question does not by itself start payment, create a confirmed booking, approve a quote, cancel a request or delete request records. Those steps require the relevant confirmation, payment, message or review process.
Cancellation, change, removal and deletion requests may need review. We may keep records where reasonably required for service history, safety, dispute handling, accounting, fraud prevention, warranty, legal or compliance reasons.
5. Messages, photos and records
Messages, photos, files, status checks, quote questions, access checks, one-time-code events, link activity, timestamps and related request records may be stored and used to respond to your request, provide service, improve safety, prevent misuse, manage disputes and meet legal or accounting obligations.
Please only upload content relevant to the request. Do not upload passwords, banking codes, identity documents, private health information, intimate images, images of other people without permission, illegal content or other unnecessary sensitive information unless we specifically ask for it and it is necessary for the service.
We may reject, remove, hide, quarantine, resize, compress, rename, convert or remove metadata from unsafe, irrelevant or unsupported uploads.
6. SMS, email and notifications
The customer room is intended to be the main place for ordinary request communication. SMS or email may be used as an alert, delivery or recovery channel, but the full conversation, photos, quote questions and progress should stay in the verified customer room where possible.
An SMS or email alert may be delayed, missed, filtered, forwarded or seen by someone with access to your device or inbox. Do not rely on SMS or email alone for private request details.
7. Human help, urgency and limits
The customer room is the preferred place for ordinary progress, quote and photo follow-up. If you are urgent, stuck or unable to use the customer room, you can ask for human help through the available help or message path.
The customer room is not an emergency service. If there is immediate danger, suspected crime, urgent financial loss, family violence, child safety, image-based abuse, cybercrime or urgent account compromise, contact the appropriate emergency, bank, service, police, government or specialist service directly.
8. Related terms
These terms should be read with the Terms and Conditions, Service Terms, Privacy Policy, Payment and Warranty Terms, Electronic Consent Policy, Media Upload Policy and Customer Room, My Help Dashboard and Resolution Centre Terms.
Current feature safety update
These terms are updated for current Your IT & Tech Mates and TheFixers.APP features, including QuoteMe, Quick Help, customer rooms, student proof, campus help, skill profiles, Live Resume, referrals, provider help, organisation handovers, uploaded media, reviews, ratings and business/software/AI callback requests.
- Requests, quotes, referrals, student proof, skill labels, reviews, sign-offs and provider actions are reviewed where needed before work or public sharing continues.
- No payment, booking, referral reward, provider approval, student approval, public profile or public proof is automatic.
- Private customer details must not be published in reviews, MateCard, Live Resume, referral messages, task proof, screenshots or public examples without permission.
- Users must not send passwords, PINs, MFA codes, banking codes, card details or private login information through public forms, messages or uploads.
- Users must keep accounts and MFA codes private and must not try to bypass private dashboards, redirects or access controls.
Customer room safety and private access update
Private dashboards, customer rooms, student pages, provider pages, referral pages and organisation pages must be used only by the person or authorised organisation they belong to.
- Users must keep login details and MFA codes private.
- Users must not share accounts, scrape private pages, access another person’s dashboard, or use mirror paths, redirects or links to avoid security checks.
- We may suspend, restrict or review access if we detect suspicious activity, account sharing, bypass attempts or misuse.
Students, helpers, customers, providers and organisations must stop and ask for help if a task becomes unsafe, unclear, private, pressured or outside the agreed scope.
- Do not ask for or share passwords, PINs, MFA codes, banking codes or card details.
- Do not handle private banking, private accounts, identity documents, intimate images or sensitive personal information unless a proper authorised process applies.
- Do not complete assignments, tests, exams, graded work or impersonation tasks for another person.
- Beginner-friendly labels are guidance only. They do not mean a task is risk-free.
- Volunteer-tagged student tasks must be safe, limited and genuinely voluntary. Paid tasks must be clearly marked before acceptance.
Student Business Advice Mission, Engagement and Evidence Terms
Effective update: 3 July 2026.
1. Definitions
- Advice Mission means a learning, review, checklist, suggestion, report or feedback activity completed by a student or student participant for resume proof, skill development, portfolio evidence or general business improvement suggestions.
- Student means a person using the platform to complete learning, proof, advice, community help, guidance, student ambassador, campus helper, Live Resume or related activities.
- Business means any business, organisation, partner, referrer, service partner, provider, campus partner, local group or other requester that asks for, receives, reviews or acts on an Advice Mission.
- Engagement Decision means the recorded choice made after an Advice Mission, including feedback only, paid task offer, TheFixers-managed quote, interview or role pathway, concern report, no response closure, or any other written outcome approved by the platform.
- Evidence Record means the records available to assess a mission, decision, payment, quote, safety issue, dispute or closure outcome, including mission ID, request details, messages, timestamps, submitted proof, file permissions, scope notes, payment or quote status, feedback, safety flags and review notes.
2. Advice Missions are not internships, employment or free labour
Advice Missions are designed for learning proof, feedback, portfolio development and general suggestions. They are not described or treated as internships. They are not employment, casual work, work experience, vocational placement, traineeship, apprenticeship, contractor engagement, labour hire, agency work or staff replacement unless there is a separate written arrangement that expressly says so and complies with applicable law.
A Business must not use an Advice Mission to obtain unpaid implementation, ordinary business operations, rostered work, customer handling, private system administration, ongoing duties, staff cover, direct management of the Student as a worker, or any work that should properly be paid or formally engaged.
3. Business engagement choices after advice
| Choice | Permitted use | Record required |
|---|---|---|
| Feedback only | The Business gives feedback, permission decisions and review comments. No extra work is requested. | Feedback, proof permission, outcome status and close reason. |
| Paid task offer | The Business wants the Student to perform a defined paid task or deliverable. | Task title, deliverable, exclusions, price or payment path, deadline, revision limit, acceptance, completion and close status. |
| TheFixers-managed quote | The requested work involves higher risk, systems, data, security, customer information, websites, accounts, payments, remote access, repair work or quality control. | Quote request, risk note, responsible provider or review owner, scope, approval and handover outcome. |
| Interview or role pathway | The Business wants ongoing, rostered, supervised, staff-like or recurring work. | Role or interview invitation, hiring notes and acknowledgement that the arrangement is outside the Advice Mission. |
| Concern report | A party reports unsafe conduct, free-work pressure, privacy concerns, payment confusion, poor quality, harassment, fraud or policy breach. | Concern type, message trail, evidence, review owner, safety action and closure outcome. |
| No response closure | The Business does not respond within the review window or the platform closes the mission for non-response. | Reminder record, non-response status and proof outcome for the Student. |
4. Paid task pre-start conditions
No paid task should start until the platform or relevant parties have recorded the task title, deliverable, exclusions, price or quote path, deadline, revision limit, acceptance, communication expectations, payment or approval status, safety rules and completion process.
Extra work, additional revisions, expanded scope, urgent work, off-platform work, private access, system access or ongoing support require a new written approval or separate task record.
5. Student obligations and safety rules
- Students must give honest, skill-appropriate advice and must not claim qualifications, licences, experience, insurance, employment status or authority they do not have.
- Students must not request, receive, store or use passwords, PINs, MFA codes, banking codes, payment card details, identity documents or unnecessary private customer, client, employee or business information.
- Students must not access business systems, email accounts, cloud accounts, websites, advertising accounts, social media accounts, payment systems, customer databases or devices unless a separate approved paid task, managed quote or authorised service arrangement exists.
- Students may decline or stop a task where the request becomes unsafe, unpaid implementation, unclear, unlawful, harassing, outside skill level, outside scope or inconsistent with these terms.
- Students must keep any Live Resume, MateCard, portfolio, public proof, screenshot, case study or profile summary business-safe and must remove or avoid confidential, private, identifying or commercially sensitive information unless written permission allows disclosure.
6. Business obligations and prohibited conduct
- A Business must not pressure a Student to perform free work, work outside scope, communicate off-platform to avoid records, bypass approved payment or quote controls, or provide services before a decision and scope are recorded.
- A Business must not provide unnecessary passwords, access codes, MFA codes, payment details, customer records, private data or unsafe system access to a Student.
- A Business must not represent that a Student is its employee, contractor, agent, intern, representative, authorised technician, professional adviser or service provider unless a separate written and lawful arrangement exists.
- If a Business directly hires, employs, engages, contracts with or otherwise controls a Student outside the platform, the Business is responsible for all employment, contractor, tax, superannuation, insurance, workplace safety, award, minimum wage, child safety, working with children, visa, confidentiality, privacy, intellectual property and other obligations that apply.
- A Business must verify Student advice before implementing it and must obtain qualified professional advice where the matter involves legal, accounting, tax, financial, medical, engineering, cyber security, privacy, employment, safety, regulated, high-risk or business-critical decisions.
7. Platform role
The platform may provide request intake, routing, message tools, proof records, decision prompts, referral tracking, status records, dispute review tools, evidence records, quote handover options, safety controls and review processes. Unless a separate written managed-service agreement says otherwise, the platform is not the employer of a Student, not the employer of a Business, not a labour hire provider, not a registered training organisation, not an education provider, not a migration agent, not a legal adviser, not a financial adviser and not a guarantor of business outcomes.
8. Evidence, dispute and closure records
For disputes, payment issues, reward claims, referral claims, safety reports, proof disputes, quality concerns, no-response closures or scope disputes, the platform may rely on the Evidence Record. The Evidence Record may include who was involved, what was requested, when events occurred, why a decision was made, what evidence was submitted, safety flags, message records, proof records, quote notes, payment or approval status, closure status and review notes.
Parties must not delete, manipulate, falsify, backdate, fabricate or interfere with records, screenshots, referral codes, proof records, messages, timestamps, feedback, payment records, reviews or evidence. The platform may suspend access, decline rewards, decline proof publication, block public profiles, close a mission or report serious misuse where records appear unreliable or unsafe.
9. Privacy, confidentiality and proof use
The platform may collect, use, store and disclose personal information, business information, profile information, proof records, messages, files and evidence to operate the service, verify accounts, assess eligibility, route requests, process payments or rewards, create proof records, prevent fraud, protect vulnerable persons, manage disputes, comply with law and improve safety. Privacy handling is subject to the Privacy Policy and any applicable privacy law.
Students may use sanitised, non-confidential and permission-safe summaries of Advice Missions for Proof Builder, SkillStack, MateCard, Live Resume or portfolio purposes. Private customer information, client details, business secrets, system information, passwords, financial details, health information, identifying images, private documents and confidential material must not be published without permission and must be removed if the platform reasonably requires it.
10. Intellectual property and mission outputs
Unless otherwise agreed in writing, Student advice, templates, summaries, checklists, reflections and proof notes remain subject to the platform proof and profile policies. A Business may use the advice it receives for internal review and decision-making, but may not falsely attribute, sell, publish, modify or commercially exploit a Student profile, Live Resume item, MateCard, testimonial, proof record or name without permission. Where a paid task or managed quote is accepted, intellectual property terms should be recorded in the task scope or quote.
11. Consumer guarantees, non-excludable rights and Australian law
Nothing in these terms excludes, restricts or modifies any consumer guarantee, statutory guarantee, employment right, privacy right, workplace right, refund right or other right that cannot lawfully be excluded, restricted or modified under the Australian Consumer Law, the Fair Work Act, privacy laws, workplace laws or other applicable laws.
Subject to those non-excludable rights, Student advice is general in nature and is not guaranteed to be complete, suitable, professional, error-free or appropriate for every business use. A Business is responsible for deciding whether to implement advice and for obtaining appropriate professional, technical, legal, financial, employment, privacy or safety advice where needed.
12. Suspension, refusal and platform action
The platform may refuse, pause, remove, close, hide, downgrade, suspend, investigate or require changes to an Advice Mission, paid task, proof item, Live Resume summary, referral record, business decision, quote request, review, media item, message, public profile or account where there is suspected fraud, unsafe conduct, pressure for unpaid work, privacy risk, payment bypassing, harassment, misleading conduct, unlawful conduct, poor evidence, identity concerns, repeated non-response or breach of these terms.
13. Governing law
These terms are governed by the laws of Victoria, Australia and applicable Commonwealth laws. Courts and tribunals with jurisdiction in Victoria and Australia may deal with disputes, subject to any mandatory consumer, workplace, privacy or small-claims rights that apply.
Free tools, checkers and guides
We provide some free online tools, checkers, calculators, guides, examples and templates to help customers understand common technology, repair, scam-safety and service questions.
These free resources are general information only. They are provided to help you think through an issue, not to make a final decision for you.
We take reasonable care when preparing and improving these tools, but we do not promise that every result is accurate, complete, current, suitable for your situation, safe to rely on, or free from errors. A tool may miss a risk, flag something incorrectly, estimate a price differently from a real quote, or give a result that does not fit your circumstances.
You are responsible for checking any result before relying on it. Important, urgent, high-risk or business-critical decisions should be confirmed with a suitably qualified professional.
Free tools and guides are not legal, financial, tax, medical, insurance, migration, employment, education, cyber incident response, forensic, safety, engineering or other professional advice. They are not a substitute for a proper assessment by a qualified adviser, technician, provider, regulator, bank, insurer or emergency service.
You use free tools and guides at your own risk. To the maximum extent allowed by law, we are not responsible for loss, delay, missed warnings, incorrect assumptions, business interruption, lost data, account compromise, financial loss or other damage arising from your use of, or reliance on, a free tool or guide.
Do not enter passwords, passcodes, one-time codes, banking details, card numbers, Medicare numbers, licence details, identity documents, private keys, recovery phrases, confidential business records or other sensitive personal information into any free tool or public form.
If you have paid money to a suspected scammer, shared banking details, entered a password, installed remote access software, lost access to an account, or believe a device or account is compromised, treat it as urgent and contact your bank, relevant provider, official authorities or a suitably qualified professional.
Current business offering and service boundaries
Reviewed: 17 July 2026. This section aligns this policy with the current Your IT & Tech Mates and TheFixers.APP service model.
Services covered
Depending on the page, quote and confirmed scope, our offering may include Family Tech Care, Senior Tech Support, home technology visits, computer, laptop, phone and tablet repairs, device setup, Wi-Fi and printer help, data recovery assistance, scam-safety guidance, after-hours or urgent technology support, small-business and tradie technology support, websites, software, workflow automation, AI-assisted tools, QuoteMe, Quick Help, customer-room features, referral pathways and related guides.
QuoteMe, estimates and approval
QuoteMe, online calculators, AI-prepared summaries and indicative price ranges help organise an enquiry. They are not a binding diagnosis, booking or final quote unless we expressly confirm the scope, price, timing and provider in writing. No paid work, parts order, remote access or on-site attendance is authorised merely because a form was submitted. Additional work, parts, travel, after-hours charges or changed scope require customer approval before proceeding, except where immediate action is reasonably necessary to prevent imminent safety harm and is legally permitted.
Urgent and after-hours requests
Urgent and after-hours services depend on technician availability, location, safety, access, parts and the nature of the issue. We do not guarantee same-day attendance, recovery, repair completion or continuous availability. Emergency technology support is not a substitute for police, fire, ambulance, a bank fraud team, an internet or telecommunications carrier, a government identity service, a qualified legal or financial adviser, or a specialist cyber-incident response provider.
Families, seniors, people with disability and support persons
We aim to communicate patiently, clearly and respectfully. A customer may involve a family member, carer, guardian, nominee, advocate or support worker where the customer authorises this or the law permits it. We may verify identity, authority and consent before sharing information, changing an account, collecting a device, approving work or accepting instructions. We do not provide personal care, medical care, behaviour support, restrictive practices, guardianship decisions or financial management unless separately qualified, authorised and expressly contracted to do so.
NDIS-related services
Provider status: Your IT & Tech Mates is an independent technology support business and is not a registered NDIS provider, not an aged care provider, not a home-care provider and not a personal-care service. References to NDIS, disability, senior or care-related technology support describe the customer group or technology need only; they do not state or imply NDIS registration, aged-care approval, government endorsement, funding approval or the provision of personal care, therapy, support coordination, plan management, nursing or clinical services. Where a service is supplied to an NDIS participant, applicable legal duties and the NDIS Code of Conduct continue to apply. Funding eligibility, service agreements, plan-management requirements, consent, authority and invoice evidence must be confirmed for each engagement before booking or claiming.
Repairs, data and customer devices
Repair and diagnostic work can involve risks including data loss, loss of settings, reduced water resistance, cosmetic change, discovery of additional faults, unavailable parts, manufacturer restrictions and delays. Customers should back up important data where reasonably possible. Before accepting a data-storing product for repair, we provide or make available the repair notice required by Australian Consumer Law. We do not require passwords, PINs, banking codes or identity documents through public website forms. Any access credential needed for an authorised task should be provided through an approved secure process and changed afterwards where appropriate.
Third-party providers and platform role
Some jobs may be delivered, quoted, referred or supported by an independent technician, repairer, supplier, software provider or other partner. The applicable quote, booking or service agreement should identify the responsible provider. TheFixers.APP may provide routing, referral, record, communication or marketplace functions and is not automatically the contracting repairer or employer for every interaction. Nothing in this clause removes any responsibility that the law places on us for our own conduct, representations, supply or agency relationship.
Australian Consumer Law
Complaints and records
Customers may raise a concern without retaliation. We may keep request, quote, approval, communication, device, payment, referral, safety and dispute records where reasonably necessary to deliver the service, prevent fraud, meet legal and accounting obligations, protect vulnerable people and resolve complaints. Contact [email protected] or call 0452 323 571. Privacy complaints are handled under the Privacy Policy. NDIS participants may also contact the NDIS Quality and Safeguards Commission where applicable.