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Payment and warranty terms
Quotes, invoices, payment status and warranty information must be confirmed by Your IT & Tech Mates systems or team members.
Payments
Cash and bank transfer payments remain pending until we confirm receipt. Stripe payments are marked paid only after Stripe confirms payment. Customers cannot mark invoices paid themselves.
Quotes and invoices
Quotes are generally valid for 7 days. Invoices are generally payable within 14 days unless otherwise stated in writing.
Referral reward hold period
Referral rewards are not available for withdrawal immediately after a job is paid. For referral rewards, at least 14 days must pass after the customer payment is confirmed, and the reward must pass review checks, before the referrer can request withdrawal. This hold period helps protect customers, referred people, referrers and Your IT & Tech Mates from refund risk, fraudulent activity, duplicate claims, payment disputes, chargebacks and mistaken attribution.
If a payment is refunded, reversed, disputed, charged back, cancelled or flagged for review, the related referral reward may be delayed, reduced, reversed, cancelled or refused.
Warranty display
Warranty cards display only after we set a warranty start date/time. A warranty page must not display device PINs, passcodes, passwords or private customer secrets.
Repair scope and unrelated faults
Repair work applies only to the issue, fault, device or service described in the booking, quote, invoice, approved scope or written instructions accepted by us. Unrelated, pre-existing, hidden or later-discovered faults are not covered by the original repair scope unless we agree to include them in a revised quote or written approval. Nothing in this term limits rights that cannot be excluded under Australian Consumer Law.
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Ambassador commissions, provider payouts and repair scope
Integrated 18 May 2026 Master Guidance and Directory Terms
Ambassador commissions, referral rewards, provider invite bonuses, provider payout examples and platform fee examples may be estimates until a job is completed, payment is confirmed, refund/cancellation checks are complete and any review or hold period has passed.
Refunds, chargebacks, cancellations, duplicate requests, fraud checks, customer disputes or breach of program rules may affect payout, commission or reward eligibility.
The repair scope and unrelated-fault terms in this document also apply where a repair or support request is created through Quick Help, Campus Help, Neighbourhood Help, an ambassador referral, a provider invite pathway or a managed provider job allocation.
- A referred or ambassador-linked job does not expand the repair scope beyond what is quoted, approved or accepted for that job.
- Unrelated faults, pre-existing faults, hidden faults, intermittent issues, customer-caused damage, manufacturer defects, data issues or later failures remain subject to the repair scope and unrelated fault provisions in these terms.
- Provider allocation or ambassador attribution does not create a guarantee that every device issue will be fixed under the same quote, warranty or booking.
Device repair, diagnostics and warranty limits
Device repair, gaming console, TV, CCTV, doorbell, phone, tablet, laptop, desktop and home technology requests may require diagnosis before price, parts, repairability, warranty position or completion time can be confirmed. Data recovery, account recovery, water-damage recovery, intermittent faults, third-party parts, manufacturer restrictions and pre-existing damage are not guaranteed unless expressly confirmed in writing.
Nothing in these terms limits non-excludable consumer guarantees or rights under Australian Consumer Law. Any warranty or remedy stated by us applies alongside, and does not replace, rights that cannot lawfully be excluded.
Reviews, ratings, incidents and visibility controls
Reviews, star ratings and reputation indicators may be collected after relevant service activity and may be moderated, delayed, rejected, hidden or removed where they are abusive, misleading, defamatory, unsafe, irrelevant, fraudulent, duplicate, disputed or inconsistent with platform rules.
Incident and conduct reports may be used for safety, moderation, dispute handling, provider suitability, certificate review, account restrictions, profile visibility and reporting. Internal risk scores, safety notes and moderation actions are not required to be displayed publicly.
Job board quote, invoice and future payment terms
A service request board post, provider interest, tutor session request, custom request or live profile request may be converted into a draft quote, fixed-fee offer, invoice, dispatch assignment, field job or completion record. A request is not confirmed until accepted by us and, where required, accepted by the customer through the approved process.
Some payment-related fields, statuses or screens may exist for tracking or future payment features. Unless we expressly activate online payment for a particular transaction, payment may still be handled manually or by invoice. Referral commissions, provider payments or payouts are not automatic unless we expressly confirm the relevant payment feature is enabled.
Warranty, repair scope, software and manufacturer notification addendum
Warranty coverage is assessed against the original agreed scope of work, the invoice, any written repair note and the applicable Service Terms repair, software and data addendum. A warranty claim does not automatically expand the original service scope.
Unless a different warranty period is stated in writing, hardware repair warranty applies only to the original fault repaired by us and only where the issue is directly related to our workmanship or parts supplied by us. It does not cover unrelated faults, new faults, pre-existing or hidden faults, intermittent faults, liquid damage, corrosion, impact damage, pressure damage, overheating, power surge, wear and tear, misuse, unauthorised repair, manufacturer restrictions, paired components, firmware locks, security settings or design limitations.
Software, operating system, firmware, malware, virus, application, licence, password, account, cloud, backup, synchronisation, email, browser, driver, printer, network, CCTV, internet, hosting, DNS or configuration issues are not covered by hardware repair warranty unless they were specifically included in the agreed service and are directly caused by our workmanship.
Apple “Unknown Part”, “Unable to Verify”, “Important Battery Message”, “Important Display Message”, “Important Camera Message” and similar manufacturer notifications are not automatically warranty faults. They may arise from manufacturer verification, serialisation, calibration or parts-pairing systems after third-party repair. Nothing in this clause limits any non-excludable Australian Consumer Law rights.
Repair, software and data risk cross-links
This page should be read together with the Service Terms repair, software and data addendum, the Payment and Warranty Terms, the Quick Help repair-scope terms, and, where pickup or managed-provider work is involved, the Provider Device Pickup & Return Terms and Managed Provider Repair Terms.
If there is any inconsistency, the more specific written quote, approved scope, invoice, service form, front-page signed scope, or agreed service instruction applies to the particular job, subject always to non-excludable Australian Consumer Law rights.
Guidance payout-ready and manual payment terms
Guidance margin, provider payout, referral commission and campus partner share records are payout-ready calculations only. They do not create an automatic payment, automatic payout, automatic commission or final entitlement. Payout status may be held, rejected, adjusted or reviewed because of refunds, credits, disputes, open concerns, eligibility checks, incomplete sign-off, invoice status or review by us.
Master guidance, campus programs and customer portal terms
These terms are supplemented by new feature-specific policies for Master/Campus Master identities, Student Guidance Requests, private Guidance Offers, Guidance Packages, My Help dashboard, Provider Store orders, Resolution Centre links, matching/service coordination, payment records and public Master Directory trust cards.
Read these additional policies where relevant: Student Guidance and Master Guidance Offer Terms, Master Directory and Trust Card Terms, Campus Master and Campus Partner Program Terms, Guidance Packages and Follow-up Program Terms, Guidance Payout-Ready Ledger and Margin Policy, Matching, Automation and Work Queue Policy, Customer Portal, My Help and Resolution Centre Terms, and Provider Store Orders and Resolution Centre Terms.
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, provider, 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 · Provider Partner Terms · Device Pickup Terms · Electronic Consent Policy · Fraud, Scam & Integrity Policy · Booking, Cancellation & No-show Policy · Dispute & Evidence Policy · Privacy Policy.
Cash Payments, Off-Platform Payments and Commission Eligibility
Referral rewards, ambassador rewards, partner commissions, provider commissions, lead fees, promotional incentives and any other commission-based payments are only eligible where the relevant job, lead, booking, customer, quote, invoice and payment are properly recorded, approved and processed through the approved Your IT & Tech Mates process.
Unless Your IT & Tech Mates expressly approves otherwise in writing, no commission, referral reward, ambassador reward, partner fee, provider commission, lead fee or incentive is payable for any job, lead, customer, repair, service, pickup, sale or related opportunity that is paid in cash, paid directly to a technician, provider, ambassador, referrer or partner, paid by private bank transfer, paid through an unapproved payment method, completed as a side deal, or otherwise handled outside the approved Your IT & Tech Mates booking, invoicing, payment or record-keeping process.
Off-platform or unrecorded arrangements may void commission eligibility, referral tracking, partner attribution, reward eligibility, dispute assistance, payment support, service records, promotional benefits and related protections to the extent permitted by law.
If a customer, technician, provider, ambassador, referrer, partner or any other person attempts to bypass the approved Your IT & Tech Mates process to avoid fees, commission rules, payment controls, record keeping, customer protections or dispute processes, Your IT & Tech Mates may withhold, cancel, reverse, reduce, offset or refuse any related commission, reward, referral payment, partner payment or incentive.
Nothing in this clause limits any rights or remedies that cannot be excluded under the Australian Consumer Law or any other applicable law.
Provider, Partner and Ambassador Integrity
Providers, partners, ambassadors, referrers and related participants must act honestly, professionally and safely. They must not misrepresent qualifications, licences, insurance, experience, verification status, customer approval, prices, warranties, discounts, authority to act for Your IT & Tech Mates, or government or platform affiliation.
They must not request or encourage off-platform payments, cash payments, private transfers, personal financial arrangements, gifts, loans, cash withdrawals, account access, unnecessary passwords, unnecessary sensitive information, or side deals connected with a Your IT & Tech Mates lead, booking, customer or service opportunity.
They must not exploit, coerce, intimidate, manipulate or pressure customers, seniors, NDIS participants, students, carers, families, support workers, vulnerable persons or business customers. Suspected scam activity, financial abuse, unsafe conduct, false documents, false claims, off-platform payment requests or customer exploitation may result in investigation, removal, commission reversal, withheld payment, referral reward cancellation, service restriction and/or reporting to authorities where lawful and appropriate.
Fraud, Scam and Integrity Controls
All services, bookings, referrals, ambassador activity, provider 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-platform payment, commission eligibility, disputes, chargebacks, warranty claims or policy breaches.
Prohibited conduct includes fake jobs, self-referrals, referral manipulation, duplicate claims, artificial job splitting, commission farming, 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 systems, records, payment controls or dispute processes.
Cross-linked integrity, payment and safety terms
These terms must be read together with our Terms and Conditions, Service Terms, Payment and Warranty Terms, Referral Terms, Referral Policy, Ambassador Network Terms, Provider Partner Terms, Provider Device Pickup Terms, Repair, Software and Data Risk Notice, Fraud, Scam and Integrity Policy, Payment and Commission Integrity Policy, Dispute and Evidence Policy, Booking and No-show Policy, Electronic Consent Policy, Privacy Policy and any quote, invoice, service form, booking confirmation or written approval that applies to your service.
We may use booking records, quote records, invoices, payment records, referral records, customer messages, technician notes, call logs, emails, SMS records, photos, timestamps, device/browser indicators, IP indicators, pickup records and other available evidence to assess disputes, refunds, warranty claims, chargebacks, commission claims, fraud risks, referral attribution and policy compliance.
Nothing in this section excludes, restricts or modifies any rights or remedies that cannot be excluded under the Australian Consumer Law or any other applicable law.
Payment and commission integrity
Your IT & Tech Mates uses its own commission, referral, ambassador, provider, partner and reward model. No external marketplace, app or third-party commission model applies unless we expressly adopt it in writing for a particular program.
A job, lead, referral or partner opportunity only qualifies for referral rewards, ambassador rewards, partner commissions, provider commissions, lead fees or incentives if it is a qualifying job under the applicable Your IT & Tech Mates terms. This generally means the job must be properly recorded before work begins, approved by us, completed, invoiced or recorded by us, paid in full through an approved process, cleared through any hold or review period, and not cancelled, refunded, reversed, charged back, disputed, fraudulent, duplicate, artificial, related-party or otherwise invalid.
Where misconduct, non-payment, refund risk, chargeback risk, fraud, duplicate claims, payment bypassing, artificial job structuring or policy breaches affect a job or payment, we may delay, reduce, withhold, reverse, offset, claw back or refuse the related commission, reward, withdrawal, incentive or partner payment to the extent permitted by law.
Internal ledgers, dashboards, balances, tallies or reward records are administrative records only. They are not bank deposits, stored value accounts, financial products or guaranteed payouts.
Your IT & Tech Mates Commission and Referral Model
Total platform commission: 13.5% of the relevant qualifying job value.
Referral reward review: If an eligible referred job is completed and paid, the referral may be reviewed for a 5% manual reward. That 5% is included inside the 13.5% total platform commission; it is not added on top of the customer price.
Payment is manual only and 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 admin checks.
Referral rewards are not lifetime rewards, recurring rewards, trailing commissions, 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 commission payments are manual only and generally require a minimum approved balance of $50 before withdrawal can be requested, unless Your IT & Tech Mates approves otherwise in writing.
Cash payments, direct technician payments, private bank transfers, side deals, split payments, payment redirection and off-platform or unrecorded payments do not qualify for commission, referral rewards, ambassador rewards, partner fees, lead fees or incentives unless Your IT & Tech Mates expressly approves and records the arrangement in writing.
This clause must be read with the Payment and Commission Integrity Policy, Referral Terms, Referral Policy, Ambassador Network Terms, Provider Partner Terms and Fraud, Scam and Integrity Policy.