Dispute, Evidence and Resolution Policy
This policy forms part of the Your IT & Tech Mates customer terms and must be read together with the Service Terms, Payment and Warranty Terms, Privacy Policy and any quote, invoice, service form or written approval.
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- Private customer details must not be published in reviews, MateCard, Live Resume, referral messages or public examples without permission.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.
1. How disputes are assessed
If a dispute, complaint, refund request, warranty claim, payment issue, referral reward claim, pickup issue, delivery issue, data issue or service issue arises, we may review all relevant evidence, including service notes, intake forms, photos, videos, diagnostic results, booking records, payment records, messages, emails, call logs, timestamps, customer instructions, technician reports, supplier records and device condition records.
2. Information requests
We may request further information from you before making a decision. Failure to provide requested information may affect our ability to assess the issue. Nothing in this policy limits any rights you may have under the Australian Consumer Law.
Cross-linked terms and policy framework
These terms must be read together with the other Your IT & Tech Mates terms, policies, notices, quotes, invoices, service forms and written approvals that apply to the relevant service. Where a specific service term applies to a repair, software job, data recovery attempt, pickup, payment, warranty, referral, ambassador, service partner, partner, Quick Help request, website use or customer portal matter, that more specific term applies to that subject matter.
Nothing in any Your IT & Tech Mates term excludes, restricts or modifies any right, remedy, consumer guarantee or protection that cannot be excluded under the Australian Consumer Law or any other applicable law.
Related terms: Service Terms · Payment & Warranty Terms · Repair, Software & Data Risk Notice · Quick Help Terms · Referral Terms · Ambassador Terms · Service Partner Terms · Device Pickup Terms · Electronic Consent Policy · Fraud, Scam & Integrity Policy · Booking, Cancellation & No-show Policy · Dispute & Evidence Policy · Privacy Policy.
Fraud, Scam and Integrity Controls
All services, bookings, referrals, ambassador activity, service partner arrangements, payment claims, warranty claims, reviews and customer communications are subject to the Fraud, Scam and Integrity Policy. Your IT & Tech Mates may review service notes, booking records, quote records, invoice records, payment records, customer messages, photos, timestamps, referral records, device records and other available evidence when assessing fraud, scam activity, off-service payment, referral reward eligibility, disputes, chargebacks, warranty claims or policy breaches.
Prohibited conduct includes fake jobs, self-referrals, referral manipulation, duplicate claims, artificially splitting jobs, misuse of referral rewards, misleading reviews, payment bypassing, false identity or qualification claims, pressure selling, harassment, financial exploitation, suspicious account activity, misuse of customer data, and attempts to interfere with website records, payment controls or dispute processes.
Your IT & Tech Mates referral reward and referral model
Total service referral reward: The standard total service referral reward is 13.5% of the eligible paid job value, unless a different written program rule is approved by Your IT & Tech Mates.
Referral reward: The standard referral reward is 5% of the eligible paid job value. It is calculated as a percentage of the eligible completed and paid job value, not as a fixed dollar reward table.
Included inside the service referral reward: The 5% referral reward is included inside the 13.5% total service referral reward. It is not added on top of the customer price, and it does not create a separate extra charge unless a separate written written public offer says otherwise.
Referral rewards, ambassador rewards, partner referral rewards, service partner referral rewards, lead fees and incentives are not automatic and subject to eligibility checks. Payment is normally after a minimum 14-day hold after customer payment is confirmed, subject to anti-scam, anti-cheating, duplicate, self-referral, refund, payment-clearance, chargeback, dispute, attribution, customer-consent and team checks.
Referral rewards are not lifetime rewards, recurring rewards, ongoing referral rewards, employment wages, partnership profits, franchise payments or automatic entitlements. Each job is reviewed separately and must meet the applicable Your IT & Tech Mates terms.
Minimum withdrawal balance: Approved referral, ambassador, partner or referral reward payments are processed after review and generally require a minimum approved balance of $50 before withdrawal can be requested, unless Your IT & Tech Mates approves otherwise in writing.
Online service payment required: A referral, ambassador, partner, service partner, lead or referral reward payment only qualifies where the related job is properly recorded, approved, invoiced and paid by online payment through an approved Your IT & Tech Mates service payment process. Cash payments, direct technician payments, direct service partner payments, private bank transfers, PayID transfers made outside our service, cheques, cash-in-hand payments, personal payment links, side deals, split payments, payment redirection, off-service work and unrecorded payments do not qualify for referral reward, referral rewards, ambassador rewards, partner fees, lead fees or incentives.
This clause must be read with the Payment and referral reward Integrity Policy, Referral Terms, Referral Policy, Ambassador Network Terms, Service Partner Terms and Fraud, Scam and Integrity Policy.
Ambassador Network, share codes and local introductions
Our Ambassador Network may include local Ambassadors, Campus Ambassadors, Zone Leaders, Trusted helper Ambassadors, Building Captains, Street Captains, Suburb Leads, community referrers and approved local campaign participants.
Ambassadors may use approved share codes, QR codes, local campaign links, profile badges or public listing tags to help people find Your IT & Tech Mates. A code, badge, listing, zone or public tag does not make a person our employee, agent, franchisee, approved technician or authorised representative unless we separately confirm that in writing.
Zones, waitlists, profile visibility, service partner or business introductions, customer referral attribution and reward eligibility are reviewed by the Your IT & Tech Mates team. Zone recognition is not permanent ownership of a suburb, street, building, campus or customer group.
Customer referral reward reviews, service partner introduction reward reviews, campaign rewards and ambassador rewards are not automatic. Any approved reward is subject to eligibility, activity, attribution, fraud, refund, dispute, chargeback, customer consent and payment-clearance checks.
Ambassadors and referrers must not promise guaranteed work, guaranteed repairs, guaranteed discounts, guaranteed rewards, automatic reward payments, official endorsement, service partner approval, customer priority or exclusive access to a local area.
Online service payment required
This policy explains that referral rewards, ambassador rewards, partner referral rewards, service partner referral rewards, lead fees, incentives and similar payments are only available where the job is properly recorded, approved, invoiced and paid by online payment through an approved Your IT & Tech Mates service payment process.
Offline payments and external payment methods do not qualify. This includes cash payments, direct technician or service partner payments, private bank transfers, private PayID transfers, cheques, card payments taken outside our service, personal payment links, side deals, split payments, payment redirection, off-service work and unrecorded payments.
We may refuse, hold, cancel, reverse or recover any reward, referral reward, fee or incentive connected with an offline, external, redirected, side-deal or unrecorded payment arrangement.
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.
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.