Your IT & Tech Mates
Privacy policy
How we collect, use, store and disclose personal information when providing local technology help, Quick Help, referrals, quotes, invoices and website services.
Last updated: 15 May 2026
1. Information we may collect
- Name, business name and contact details.
- Suburb, service address or onsite attendance details where needed.
- Device, repair, network, website, software or support details.
- Quick Help form responses, photos, uploaded images or attachments you choose to provide.
- Quote, invoice, payment-status and warranty records.
- Referral account details, referral codes, public nickname, suburb/public area, reward status and withdrawal request records.
- Website analytics, cookie, referral-attribution, security and log information.
2. Sensitive information and secrets
Do not send passwords, PINs, passcodes, two-factor codes, banking codes, seed phrases, private keys, TFNs or payment card details through public website forms, Quick Help, referral pages or guide comments. If secure access is genuinely needed, our team will explain a safer method.
3. Why we use information
- To respond to enquiries and Quick Help requests.
- To diagnose, quote, repair, support or deliver technology services.
- To manage bookings, onsite visits, remote support, invoices, payments and warranties.
- To operate referral accounts, eligibility reviews, OTP verification and manual withdrawals.
- To improve website content, security, reliability and customer experience.
- To prevent fraud, misuse, spam, unauthorised access or unsafe conduct.
- To comply with legal, accounting, tax, insurance or dispute-resolution obligations.
4. Cookies and analytics
We may use cookies, session storage, local storage, analytics identifiers and similar tools for essential website functions, referral attribution, security, performance measurement and content improvement. More detail is in our Cookie policy.
5. Referral privacy
Public referral tally boards must only show public nickname, suburb/public area, eligible 5% per-job rewards and completed referral count. They must not show legal name, email, mobile, payout details, bank details, full street address, customer private information, service notes, OTPs or account secrets. Public display is optional and may be hidden by the referrer or our team.
6. Disclosure
We may disclose information to service providers who help us operate the business, such as hosting, email, SMS/OTP, payment, accounting, analytics, security, storage, repair, delivery or professional advisers. We may disclose information where required by law, to protect safety, to respond to disputes or to prevent misuse.
7. Overseas services
Some software, hosting, email, analytics, payment, AI, storage or security providers may store or process information outside Australia. We take reasonable steps to use reputable providers and limit unnecessary information sharing.
8. Marketing messages
We only send marketing or promotional electronic messages where we believe we have consent or another lawful basis. Commercial messages should identify us and include a working unsubscribe method where required.
9. Access and correction
You can contact us to ask for access to, or correction of, personal information we hold about you. We may need to verify your identity before acting on the request.
10. Security and retention
We take reasonable steps to protect information from misuse, interference, loss and unauthorised access. We keep information only as long as reasonably needed for service, records, warranty, accounting, legal, security, dispute or business purposes.
11. Questions and complaints
Contact Your IT & Tech Mates if you have a privacy question or complaint. We will review the issue and respond in a practical timeframe.
12. Provider Device Hub and provider referrals
Where a provider such as an aged care facility, school, clinic, NDIS/community provider, business or organisation books work or refers a person, we may collect provider contact details, site details, device references, room/class/department references, asset tags, job status, quote/invoice details, pickup/return records, custody notes and provider referral-credit records.
Providers should avoid sending unnecessary sensitive information. Do not submit medical information, health information, care-plan details, student-sensitive information, device passcodes, passwords, banking codes or payout details through pickup, referral, quote, invoice or customer-facing forms. Use practical references such as room, class, department, asset number or first-name/initial where appropriate.
Ambassador Network, provider verification and zone data privacy
Integrated 18 May 2026 Master Guidance and Directory Terms
For Ambassador Network, Campus Help, Neighbourhood Help, provider invite, provider upgrade, certificate centre, referral tracking and zone management features, we may collect and use additional information needed to route requests, manage eligibility and operate the service safely.
Additional information that may be collected
- Ambassador details, including name, contact details, campus, suburb, zone, speciality, referral code, referral activity, invite activity and commission status.
- Provider invite details, including provider name, business name, contact details, proposed service category, zone, speciality, relationship to the inviter and application status.
- Provider verification details, including ABN, business name, service area, service categories, certificate type, insurer or issuer, policy/check number, coverage amount, issue date, expiry date, review status and our authorised team notes.
- Campus or neighbourhood request details, including suburb, postcode, campus, support category, urgency, referral source and safe job notes.
- Zone upload data, including campus, university, suburb, postcode, state, region, speciality, capacity, status, commission tier and source reference.
How this information may be used
We may use this information to route requests, attribute referrals, review provider eligibility, manage certificate expiry, assess zone capacity, prevent misuse, communicate with applicants, manage commission status, record our authorised team decisions and keep support pathways safer.
Limited sharing
We may share limited job information with an approved provider where needed to assess or complete a request. Ambassador and provider information may be reviewed internally for safety, eligibility, compliance, fraud-prevention and operational purposes.
NDIS, aged care and support-organisation technology requests
Your IT & Tech Mates and Quick Help are not NDIS registered providers, aged care providers, health providers, personal care providers, support coordinators, plan managers, transport providers, crisis services or care-service providers unless expressly and lawfully stated in writing.
Our role is limited to IT and technology help, device support, home technology support, repair, pickup/return coordination and related customer-service support. Where a request comes from an NDIS service provider, aged care service provider, support worker, carer, family member or organisation, we may assist that organisation and its client, resident, participant or customer with technology needs only, subject to consent, authority, privacy, safety and provider suitability checks.
We do not provide disability supports, aged care services, health services, personal care, therapy, plan management, support coordination, care advice, emergency support or government-funded care services. The person or organisation requesting support remains responsible for confirming funding eligibility, authority to request the work, consent, care-service obligations and any NDIS, aged care, workplace, privacy or safeguarding requirements that apply to them.
Guided intake, vulnerable customers and support requests
We may collect information provided through guided help requests, senior support, support-organisation technology support and accessibility support, student support, tutoring requests, help-for-someone-else requests, scam/security reports, device repair requests, home technology requests, provider conduct reports, reviews, public profiles, referral links and direct booking pages. This may include contact details, suburb/postcode, service category, preferred times, relationship to the person needing help, accessibility notes, support-worker or family contact details, device information, issue descriptions, photos/screenshots, review content, incident details and referral attribution.
Where a requester provides information about another person, the requester must have permission or lawful authority to provide it. We will use that information to assess and respond to the request, match an appropriate provider, manage safety, prevent abuse, handle complaints, moderate reviews, maintain referral attribution and operate the platform.
Sensitive information, NDIS/accessibility details and safety reports
We aim to collect only what is reasonably needed. Health, disability, accessibility, vulnerability, safeguarding, incident, scam/security or tutoring-safety details should be limited to what helps us safely manage the request. Do not submit passwords, PINs, MFA codes, banking codes, recovery phrases, private keys, TFNs, unnecessary medical records or unnecessary care-plan details through public forms. We may restrict disclosure of sensitive notes to our authorised team users and only share limited relevant information with providers where needed to deliver or safely assess the service.
Profiles, ratings, reviews and referral analytics
Public profile information may include selected names, business names, skills, service areas, badges, approved reviews, star ratings, completed booking counts and other non-sensitive promotional information. Internal reputation, risk, incident, dispute and moderation records are generally used for safety, integrity and operational decisions and may not be publicly displayed. Referral links and QR codes may record source, clicks, campaign information, started requests and completed bookings for attribution, abuse prevention and reporting.
New feature privacy coverage
We may collect and use information submitted through guided intake forms, direct bookings, public profile settings, referral links, QR codes, reviews, ratings, incident reports, provider conduct reports, help-for-someone-else requests, senior support requests and technology help for NDIS/accessibility contexts requests.
This information may include contact details, suburb or postcode, preferred contact method, help category, device type, support notes, accessibility notes, nominated family/support contacts, evidence screenshots, photos, messages, booking history, profile visibility settings, referral analytics, review moderation information and safety or incident details.
Where information relates to disability, accessibility, safety, vulnerability or another person, we will seek to handle it only where reasonably necessary for the request, consent, safety, dispute handling, service delivery, legal compliance or platform integrity. Requesters must only provide another person's information where they have permission or authority to do so.
privacy enhancement: support support requests, email replies, attachments and quotes
Plain-English summary: this section explains how we handle personal information when customers email us, reply to a support support request, send attachments, request a quote, submit a report or use the support request. It adds to the existing Privacy Policy and does not remove any privacy rights you may have under applicable Australian privacy laws.
Support support request information we may collect
When you contact us by email, form, chat, phone note or support message, we may collect and store your name, email address, phone number, organisation, suburb, message, subject line, device or technology issue, support request reference, reply history, attachments, quote links, incident links, assignment history, timestamps and related our authorised team notes.
How we use support support request information
We use support support request information to respond to you, keep email replies in the same conversation, assign the request to staff or approved providers, prepare quotes, manage bookings, handle complaints, investigate safety concerns, moderate reviews, prevent fraud, improve service quality, keep records and meet legal or operational requirements.
Attachments and sensitive information
If you send photos, screenshots, PDFs or other files, we may store safe supported attachments with the relevant support support request. Please do not send passwords, PINs, one-time codes, banking details, full card numbers, identity documents, Medicare details, sensitive health information, confidential third-party documents or private access credentials unless we specifically request them through a secure process.
Sharing with staff, technicians and providers
We may share relevant support information with authorised staff, technicians, approved providers, authorised team members and service partners where reasonably needed to triage, quote, perform, review or manage the request. We aim to share only what is reasonably necessary for the relevant purpose.
NDIS, aged care, senior and accessibility requests
Where a request mentions NDIS, aged care, seniors, carers, support workers, accessibility or help for another person, we may collect practical technology-help details needed to manage the request. We do not seek care, clinical, therapy, plan management, support coordination or health advice information. Please keep the information limited to the technology issue unless we ask for something specific.
Automation and AI-assisted processing
We may use software rules, service coordination or AI-assisted tools to organise messages, detect support request references, classify support requests, summarise information, route support requests, detect possible scam/security issues and help staff manage support work. Staff may review and correct automated outputs.
Retention and deletion
We may keep support support requests, attachments, quotes, incident records and related communication history for as long as reasonably needed for support, warranty, safety, complaints, provider management, fraud prevention, record keeping, legal and accounting purposes. We may delete or de-identify information when it is no longer reasonably needed, subject to lawful retention requirements and backup limitations.
Job board, referral, profile and media privacy terms
When you use the Neighbour Help Board, Campus Help Board, School/Tutoring Help, provider board, profile edit link, profile card, referral link or related request forms, we may collect and use information such as your name, email, phone, suburb, campus, school or organisation context, poster type, guardian details where needed, job description, custom request details, preferred times, urgency, attachments, referral code, preferred provider/profile, quote or invoice links, verification status, moderation status, spam signals and request history.
For providers, tutors, students, ambassadors or partners, we may collect and display approved public profile information such as display name, headline, bio, skills, strengths, service areas, campus area, badges, reviews, completed job examples, profile images, logos and public request links. Private contact details, verification documents, internal notes, safety reviews, risk flags, moderation decisions and payment/commission records are generally not displayed publicly unless we clearly state otherwise or you approve their display.
We may process uploaded images and media by checking file type, file size and dimensions; resizing or compressing files; changing filenames; storing metadata such as width, height and storage location; and rejecting unsafe or unsupported files. Images and media may be stored locally or with a third-party storage provider or content delivery provider, including cloud object storage, if enabled.
Referral and commission tracking may require us to link a job request, customer, referrer, provider, quote, invoice, payment status, job completion status and commission status. We use this information to assess eligibility, prevent fraud, resolve duplicate claims, administer manual rewards and keep business records.
We may use technical signals such as IP address, user agent, hashed identifiers, timing, submission patterns, duplicate content and referral patterns to detect spam, abuse, fraudulent referrals, unsafe requests and misuse. We may keep these records for security, fraud prevention, audit and platform integrity purposes.
Privacy terms: guidance, matching, directory and service coordination
We may collect and use personal information for Master applications, provider verification, badges, profile images or avatars, public trust cards, student guidance requests, guardian approvals, campus affiliations, messages, evidence, reviews, complaints, My Help dashboard records, matching suggestions, work queues, compliance flags, quality scorecards, payment records and reporting snapshots.
We may use automated or rules-based tools to organise requests, suggest matches, identify risks, queue reminders, detect spam, highlight safety issues and create operational reports. These tools support staff review and do not replace our authorised team judgement where approval, safety, public visibility, payout status or dispute handling is required.
Public display is limited to approved information such as public title, nickname, tag, approved fields, badges, service area, delivery modes, campus scope, trust-card summary and approved avatar/profile image. Private information such as WWCC details, identity documents, insurance records, guardian contact details, our authorised team notes, complaint history and payout records is not intended for public display.
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.
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.
Anti-scam, fair use and customer protection
All customers, referrers, ambassadors, providers, partners and technicians must act honestly, professionally and safely. You must not misrepresent identity, authority, pricing, qualifications, insurance, licences, experience, verification status, warranty authority, payment authority or relationship with Your IT & Tech Mates.
The following conduct is prohibited: fake referrals, self-referrals, related-party manipulation, fake jobs, fake reviews, duplicate accounts, nominee accounts, circular activity, commission farming, artificial job splitting, manipulating job value or timing, referral link manipulation, bots or automation used to generate rewards, misuse of AI or scraping tools, unauthorised data harvesting, reverse engineering, system interference, evidence tampering, bad-faith chargebacks, false refund claims, harassment, pressure selling, misleading ads, impersonation, brand misuse and attempts to move customers, payments or job records outside approved Your IT & Tech Mates processes.
Extra care is required when services involve seniors, NDIS participants, minors, carers, families, aged-care residents, customers with disability, customers with limited English, schools, care environments, vulnerable persons, sensitive data, account access, CCTV, security systems or business-critical systems. Financial exploitation, coercion, unnecessary password requests, requests for MFA codes, recovery phrases, banking codes, loans, gifts, cash withdrawals or personal financial arrangements are prohibited.
We may pause service, refuse work, restrict access, remove participants, preserve records, request evidence, hold rewards, refuse payouts, cancel rewards, reverse entries, report serious conduct to authorities or take other lawful action where reasonably necessary to protect customers, staff, providers, partners, data, payment integrity, referral integrity, safety or legal compliance.
Fraud prevention, referral tracking and integrity records
Where reasonably necessary, we may collect and use referral identifiers, timestamps, account events, device/browser indicators, IP indicators, payment confirmations, communication records and other integrity signals to support service delivery, referral attribution, commission review, fraud prevention, dispute handling, chargeback defence, security, safety and legal compliance.
We do not sell personal information. Integrity records are used to protect customers, referrers, ambassadors, providers, partners, staff, payment systems and Your IT & Tech Mates services.
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.