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
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 internal 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-safe notes. Private service notes, service-only notes, fraud/review flags, 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 internal 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 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 and Off-Platform Payment Notice
Cash payments, direct payments to technicians or providers, private bank transfers, side deals and other off-platform or unrecorded payments do not qualify for referral rewards, ambassador rewards, partner commissions, provider commissions, lead fees or incentives unless expressly approved by Your IT & Tech Mates in writing. Commission and reward eligibility requires the job, invoice and payment to be properly recorded, approved and processed through the approved Your IT & Tech Mates 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, 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.
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: 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.