Your IT & Tech Mates
Provider Device Pickup & Return Terms
Terms for aged care, nursing home, school, clinic, NDIS/community provider, business and organisation device pickup batches.
Last updated: 15 May 2026
Before you join or participate
Our referral, partner, ambassador, student, provider and community pathways are designed to help eligible participants explore suitable referral, support, service, campus, community, administration, marketing, project, technology and related opportunities.
Participation does not guarantee jobs, income, referrals, leads, bookings, reviews, skill tags, ongoing work, future paid work, commissions, margins, bonuses or any particular outcome.
Participants are not employees of thefixers.app or Your IT & Tech Mates unless a separate written employment agreement is made. Participation does not automatically create an employment, contractor, agency, partnership, joint venture or franchise relationship.
Participants must only accept suitable tasks or referrals, follow all safety, conduct, privacy, guidance and platform rules, comply with any campus, community, provider, customer or partner requirements, and meet any age, tax, legal, insurance, consent, qualification, licensing or parent/guardian requirements that apply.
Australian visa, work rights and eligibility obligations: Participants are responsible for ensuring they have the right to participate, volunteer, refer, provide services, receive payments or undertake any work-related activity in Australia. This includes complying with any visa conditions, work rights, tax, superannuation, ABN, reporting, study, placement, internship, volunteer, contractor or employment obligations that apply to them.
thefixers.app and Your IT & Tech Mates may request reasonable information or evidence to confirm eligibility. Participation may be refused, paused or ended if required information is not provided or if participation may breach legal, visa, work rights or platform requirements.
Student pathway eligibility and review
The student pathway is designed for Australian university and TAFE students whose course, skills or study area match the type of help they want to offer.
Students do not all need to be IT students. Suitable pathways may include technical and non-technical roles, depending on the student’s course, skills, experience and the type of task.
- IT, cybersecurity, networking, software, web and digital media students may be suitable for technology-related tasks.
- Business, management, marketing, accounting and administration students may be suitable for support, coordination, content, customer follow-up, local outreach, ambassador or business-help tasks.
Students must only offer or accept tasks that match their skills, course area, confidence level, location, availability and any safety, legal, visa, work rights, insurance, consent or campus requirements that apply.
Student registration does not mean automatic approval. Before a student can be activated for suitable tasks, The Fixers may review their course or study area, skills, location, age, availability, eligibility and suitable task type. The Fixers may approve, limit, pause or decline student participation if the pathway, task type or eligibility requirements are not suitable.
Student insurance and suitability
Students must only offer or accept tasks that are suitable for their course, skills, experience, age, location, availability, visa conditions and work rights.
Students may be required to show that they are covered by suitable insurance before they can accept certain tasks. This may include public liability insurance for in-person, customer-facing, pickup, delivery, home, business, campus or community tasks, and professional indemnity insurance for advice, consulting, planning, tutoring, training, business support or technical recommendation tasks.
Insurance may be held by the student, their business, an approved provider, an education provider, a placement program, or another approved arrangement, where we accept that arrangement in writing.
Student registration does not mean insurance is approved. We may refuse, limit, pause or remove access to tasks if suitable insurance or eligibility evidence is not provided.
1. Scope
These terms apply when a provider or organisation books pickup, custody, assessment, quote, repair, return or related support services for one or more devices through the Provider Device Hub, Quick Help, email, phone or another approved channel.
2. Pickup and return fee
A fixed pickup and return fee, assessment fee, priority fee, batch fee or site fee may apply even if a repair is later declined. Repair costs, parts, software, data recovery, accessories and onsite services are quoted separately unless a written provider agreement says otherwise.
3. Device batches and identification
Each device should be recorded with enough information to identify and return it safely. This may include device type, brand, model, serial number, asset tag, provider reference, room/class/department, issue description, accessories collected, condition notes and photos where appropriate.
Providers should use references where practical and avoid unnecessary personal, medical, care, student or sensitive information.
| Better reference examples | Avoid where possible |
|---|---|
| Room 24 tablet, Year 6 iPad asset ST-1042, Reception laptop, Wing B shared device | Full medical history, diagnosis, care-plan details, unnecessary student records, bank details, passwords or device passcodes |
4. Authority and consent
The provider confirms it has authority to hand over each device and request assessment, quote or repair, or has obtained the required permission from the device owner, family, authorised representative, parent/guardian, resident, staff member or organisation.
5. Chain of custody
Pickup and return may be recorded with batch number, device reference, timestamp, technician name, provider staff handover name, accessories, condition notes, photos, location, return recipient and status changes. Provider contacts should check returned devices promptly and notify us of any concern as soon as practical.
6. No passcodes or sensitive details in forms
- device PINs, passwords, passcodes, MFA codes, banking codes or security codes;
- medical, diagnosis, treatment, medication, care-plan or health information;
- unnecessary student-sensitive details;
- bank account, payout or card details in pickup or referral forms;
- private details that should not appear on quotes, invoices, receipts, timelines or customer-facing notes.
7. Quotes and approvals
No paid repair work beyond the agreed pickup, return, assessment or pre-approved service should proceed until a quote is approved by an authorised provider contact, customer, parent/guardian, representative or account holder, unless otherwise agreed in writing.
Quote approval may be recorded in the provider portal, by email, by written authorisation or by another approved method.
8. Per-device repair scope and unrelated faults
For each device in a provider pickup batch, our work is limited to the issue, fault, device or service described in the device record, booking, quote, approved scope or written instructions accepted by us. Unrelated, pre-existing, hidden or later-discovered faults are outside the original 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.
8. Data, backups and device contents
Devices may contain personal, school, resident, business or confidential data. Providers and device owners remain responsible for backups unless a backup service is expressly requested and accepted. Some faults, assessments or repairs may involve risk of data loss. We do not ask for unnecessary secrets and may refuse work if a safe access method cannot be arranged.
9. Billing and payment status
Pickup/return fees, assessment fees, repair invoices, parts, onsite work and provider account credits may be tracked separately. Cash and bank-transfer payments remain pending until we confirm receipt. Customers and providers cannot self-mark invoices as paid.
10. Provider dashboard and order management
The Provider Device Hub may show pickup batches, devices, statuses, quotes, invoices, return status, service credits and customer notes. Private service notes, service-only notes, review notes, private customer details and sensitive details remain private and are not shown on customer/provider-facing pages.
11. Safeguarding for aged care, schools and vulnerable people
Extra care must be taken for older people, residents, children, students, vulnerable persons, people with disability and people who rely on a provider to organise support. Providers must not pressure people to approve services or referrals, and must use appropriate consent and authorisation processes.
12. Loss, damage and limitations
We take reasonable care when handling devices. Providers should keep their own asset records and insurance where appropriate. Liability limits, exclusions, consumer guarantees and warranty terms are handled under our general service terms and applicable law.
13. Relationship with other terms
These terms work together with our Service terms, Terms and conditions, Payment and warranty terms, Privacy policy, Safeguarding policy and any signed provider agreement.
Provider pickup certificates, insurance and category access
Integrated 18 May 2026 Master Guidance and Directory Terms
Provider terms also apply to providers who are invited by ambassadors, upgrade from ambassador status, apply for provider access, or seek to accept Campus Help, Neighbourhood Help, provider pickup or other Quick Help job categories.
Provider approval and category access
Provider approval is not automatic. Your IT & Tech Mates may approve, partially approve, reject, suspend, restrict or request more information from a provider or provider applicant. Approval may be limited to certain categories, locations, service formats or job types.
Certificates, checks and insurance
- Public liability insurance may be required for in-person, pickup, home visit, senior support, business visit or neighbourhood work.
- Professional indemnity insurance may be required for tutoring, study support, assignment planning, advice, training, consulting or business support.
- Working with Children Check may be required for school, under-18 or minor-related support.
- Identity, business, licence, qualification or other checks may be required depending on the service category and risk profile.
- Expired, missing, rejected or unreviewed certificates may lock related job categories until updated and reviewed.
Independent provider responsibility
Unless a separate written agreement says otherwise, approved providers are responsible for their own ABN, tax, insurance, licences, qualifications, checks, equipment, conduct and legal obligations.
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.
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.
Device repair, pickup/drop-off and home technology categories
Provider pickup and related services may cover computers, laptops, phones, tablets, gaming consoles, TVs, home entertainment devices, CCTV/security cameras, smart doorbells, printers, routers and other approved devices or home technology categories. Each provider may only accept work within their approved capability, certificate, insurance, safety and eligibility limits.
Customers must remove unnecessary private information where practicable, back up important data where possible and avoid providing passwords, PINs, MFA codes, banking codes, recovery phrases or other secrets through public forms or pickup notes. Providers must protect devices from loss, damage, unauthorised access, unnecessary data viewing and privacy breach while in their possession or control.
CCTV, doorbells and security devices
Providers must not assist with unlawful surveillance, hidden cameras, unauthorised account access, bypassing security, monitoring people without proper authority or any installation/use that appears unsafe, unlawful or outside the provider's approved scope. Security-device support may require review by us, verified-provider status or referral to a licensed specialist.
Pickup eligibility and conduct
Pickup eligibility may depend on certificate status, provider approval, location, incident history, ratings, device category, customer vulnerability, accessibility needs and review by us. We may suspend pickup eligibility or restrict job types after complaints, no-shows, privacy concerns, poor performance, rude conduct, unsafe behaviour, suspected scam activity or other risk indicators.
Expanded device and home technology pickup coverage
Pickup, drop-off and return arrangements may apply to laptops, desktops, phones, tablets, gaming consoles, TVs, home entertainment devices and other approved devices. CCTV, smart doorbell, network or security-device work may require onsite assessment, proof of authority and additional privacy or safety checks.
Customers must identify each device accurately, remove unnecessary personal items, maintain backups where possible and avoid providing passwords or access codes unless a secure approved process is used. Providers must maintain chain-of-custody records and must not access customer data except where necessary and authorised for the approved service.
support request attachments, pickup records and device evidence
For device pickup, repair assessment or return processes, support request attachments may include customer photos, device condition images, screenshots or written issue descriptions. Providers and staff must treat these records as customer information and use them only for the approved work.
Attachment records may be deleted with the related support request where appropriate, but some records may be retained where needed for warranty, dispute, safety, fraud prevention, accounting or legal reasons.
Pickup repair scope, custody, software and data addendum
Each device collected or returned under these terms should have a device identifier, customer authority and agreed scope. Pickup or return does not itself authorise unrelated repair, data recovery, account access, software work, CCTV/network work or additional paid work unless included in the approved scope or later approved in writing.
The repair, software, manufacturer-notification and data risk terms in the Service Terms repair, software and data addendum apply to each collected device. If a provider, staff member or customer identifies additional faults during assessment, those faults may require a revised quote, written approval and additional charges.
Customers and providers must not place passwords, MFA codes, banking codes, recovery phrases, private keys, seed phrases, TFNs or unnecessary sensitive information on pickup labels, public forms or batch manifests. Device custody records should identify the device and service request without exposing secrets.
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.
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 Request 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 and Off-Platform Payment Notice
Cash payments, direct payments to technicians or providers, private bank transfers, private PayID transfers, cheques, card payments taken outside our platform, personal payment links, side deals, split payments, payment redirection and other off-platform or unrecorded payments do not qualify for referral rewards, ambassador rewards, partner commissions, provider commissions, lead fees or incentives. Commission and reward eligibility requires the job, invoice and payment to be properly recorded, approved and paid by online payment through an approved Your IT & Tech Mates platform payment process.
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, 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 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 and IP information, 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.
Provider, partner and subcontractor trust standards
Providers, partners, subcontractors, pickup providers, ambassadors and technicians must follow approved Your IT & Tech Mates processes for customer communication, payment, quoting, device custody, privacy, safety, evidence and completion records. They must not request cash, private transfers, gifts, loans, personal account access, unnecessary passwords, recovery phrases, MFA codes or direct off-platform arrangements connected with a Your IT & Tech Mates lead or customer.
Providers and partners remain responsible for their own licences, ABN, insurance, tax, staff, subcontractors, safety, tools, transport, data handling and legal compliance unless a written agreement says otherwise. They must not represent themselves as employees, legal agents or authorised decision-makers of Your IT & Tech Mates unless we expressly confirm that authority in writing.
Booking evidence and no-show integrity
We may rely on booking confirmations, call logs, SMS messages, emails, customer instructions, technician notes, photos, timestamps, location or route information where available, payment records and access records when assessing cancellations, rescheduling, no-shows, waiting time, site access issues, customer unavailability, warranty claims, disputes, refunds or service complaints.
Your IT & Tech Mates commission and referral model
Total platform commission: The standard total platform commission 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 platform commission: The 5% referral reward is included inside the 13.5% total platform commission. It is not added on top of the customer price, and it does not create a separate extra charge unless a separate written customer-facing offer says otherwise.
Referral rewards, ambassador rewards, partner commissions, provider commissions, lead fees and incentives are manual and subject to review. 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 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.
Online platform payment required: A referral, ambassador, partner, provider, lead or commission payment only qualifies where the related job is properly recorded, approved, invoiced and paid by online payment through an approved Your IT & Tech Mates platform payment process. Cash payments, direct technician payments, direct provider payments, private bank transfers, PayID transfers made outside our platform, cheques, cash-in-hand payments, personal payment links, side deals, split payments, payment redirection, off-platform work and unrecorded payments do not qualify for commission, referral rewards, ambassador rewards, partner fees, lead fees or incentives.
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.
Partner Service Referral Listing Update
Added 13 June 2026. These terms also apply where a provider, student, helper, ambassador, referrer or other approved participant displays another approved provider's service as a partner service referral.
The feature is a referral feature only. The referrer does not become the service provider, reseller, agent, employee, partner, franchisee, subcontractor, broker or authorised representative of the provider who performs the work.
The standard referral reward review remains 5% of the eligible paid job value for eligible paid bookings through the approved referral path, subject to the existing referral, payment, dispute, refund, fraud, privacy and our review checks. No automatic payout, separate booking process, separate commission arrangement or extra customer charge is created by this update.
For the full policy update, see Partner Service Referral Listing Terms.
Core platform functions covered by these terms
These terms are intended to cover customer help requests, quotes, bookings, payment and warranty steps, support follow-up, urgent support guidance, scam safety help, device custody, pickup and handover, provider verification, provider profiles, referral and ambassador pathways, student pathways, campus and community help, senior and vulnerable-person support, partner service referrals, directory listings, reviews, media uploads, customer status updates, and customer portal use.
Some functions may be available only in selected locations, for selected service types, or after manual review. A feature being visible on a page does not mean a job, referral, reward, student task, provider approval, warranty outcome or payment is guaranteed.
Scam, referral and platform integrity
Customers, providers, students, ambassadors, referrers, partners and visitors must use the platform honestly and only for lawful, safe and genuine service purposes.
The following conduct is not allowed: fake referrals, self-referrals, related-party manipulation, fake jobs, fake reviews, duplicate accounts, nominee accounts, circular activity, reward misuse, artificially splitting or changing jobs to increase rewards, referral link manipulation, bots or automated activity used to generate rewards, scraping, unauthorised data harvesting, attempts to copy protected platform processes, attempts to interfere with platform security, evidence tampering, bad-faith chargebacks, false refund claims, harassment, pressure selling, misleading advertising, impersonation, brand misuse, and attempts to move customers, payments or job records outside approved Your IT & Tech Mates processes.
We may delay, review, limit, refuse, cancel, reverse or hold a booking, referral, reward, payout, profile, listing, review, message, payment, warranty claim or account access where we reasonably believe there is a safety, privacy, scam, payment, eligibility, referral integrity or platform misuse risk.
We may preserve relevant records, request reasonable evidence, contact affected parties, restrict access, remove content, report serious conduct to appropriate authorities or take other lawful steps to protect customers, providers, students, referrers, partners, our business and the public.
Student, provider and referral feature review
Student, provider, referral, ambassador, campus, community, pickup, urgent support and safety-related features may require manual review before activation or use. We may check eligibility, suitability, insurance, work rights, service type, location, customer risk, provider capability, payment status and referral integrity before allowing access to tasks, listings, rewards or customer-facing activity.
Provider registration, checks and insurance
Providers must have suitable business, professional and insurance arrangements for the services they offer. Unless we agree otherwise in writing, a provider may be required to hold an active ABN, business registration, licence, professional registration, certification or other suitable identifier for their service type.
Providers who perform in-person work, pickup or delivery work, home visits, business visits, senior support, campus support, neighbourhood help or other customer-facing services may be required to hold current public liability insurance with cover of at least AUD $5 million.
Providers who give advice, consulting, tutoring, training, planning, repair guidance, business support, technical recommendations or other professional services may be required to hold suitable professional indemnity insurance.
Providers must keep their ABN, licences, registrations, checks and insurance current and provide evidence when requested. We may refuse, limit, pause or remove provider access if suitable evidence is not provided, expires, or does not match the services being offered.
Urgent, scam and safety support boundary
Our scam safety, urgent support and vulnerable-person guidance is intended to help customers take safer next steps, document issues and find suitable support. It is not an emergency service, police service, bank, insurer, legal service, medical service or crisis service.
Customers should contact emergency services, their bank, their card provider, Scamwatch, police, a trusted support person, or another appropriate official service where the situation is urgent, unsafe, involves suspected crime, financial loss, threats, family violence, coercion, medical risk or immediate danger.
Providers, students, ambassadors and referrers must not ask customers for banking codes, one-time passwords, recovery phrases, card PINs, remote access without clear consent, unnecessary account passwords, cash withdrawals, loans, gifts, crypto transfers or private payment arrangements.
QA update: online platform payment required
This QA pass confirms that referral rewards, ambassador rewards, partner commissions, provider commissions, 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 platform payment process.
Offline payments and external payment methods do not qualify. This includes cash payments, direct technician or provider payments, private bank transfers, private PayID transfers, cheques, card payments taken outside our platform, personal payment links, side deals, split payments, payment redirection, off-platform work and unrecorded payments.
We may refuse, hold, cancel, reverse or recover any reward, commission, fee or incentive connected with an offline, external, redirected, side-deal or unrecorded payment arrangement.