Service terms
These terms apply after a technology service, scope or booking has been confirmed.
Before service is confirmed
A new-help request, including a job summary you reviewed and submitted, helps us understand what you need. It is not a confirmed booking, diagnosis or approval for paid work unless the same screen clearly includes a separate approval action that you choose.
Confirmed scope
Before paid work starts, we will confirm the service, agreed scope, price or price basis and important conditions. For hourly business IT support, this can include the hourly rate and a maximum amount you authorise for diagnosis or work. If we discover a materially different fault, additional damage, safety issue or necessary item outside the agreed scope or approved ceiling, we will explain the change and seek your approval before continuing beyond it.
Appointments and access
Appointment times may be a fixed time or an arrival/support window. A preferred time submitted through QuoteMe is not confirmed until we confirm it. Where an approval page shows Approve & Book, accepting that action can confirm both the displayed booking and the displayed work-authorisation limit. Please provide reasonable access to the device, premises, internet connection or account needed for the agreed work. We may pause or leave if there is an immediate safety risk.
Parts, software and independent services
Where work needs parts, licences or subscriptions, the quote should identify what is included. Availability can depend on suppliers. Software, cloud, internet and manufacturer services may have their own terms.
We will not install or use software that we know is unlawful or clearly outside the agreed task.
Devices we sell or set up
If we supply a device or part, consumer guarantees may apply to the goods as well as the service. Any description of a device as used, refurbished or reconditioned will be made before purchase where applicable.
Device data and account access
Please back up important data where reasonably possible. Only provide account access that is reasonably necessary for the agreed task. Do not provide banking passwords, card PINs or banking approval codes.
Where Australian Consumer Law repair-notice requirements apply to goods that can store user data, we will provide the required written notice before accepting the goods for repair.
Completion and handover
When practical, we will explain what was done, time used for hourly work, any remaining issue, relevant safety advice and any next step. Business service records, bookings, work approvals, messages and invoices may remain available in the Business Workspace and Messages & updates area.
NDIS-funded technology support
If technology support is intended to be paid from NDIS funding, we will only describe and invoice the support in a way that reflects what was actually agreed and delivered. Funding eligibility, plan-management arrangements and any applicable NDIS pricing or claiming rules must also be satisfied.
Where an NDIS service agreement is used, it should state the supports, price, payment method, changes, cancellations and complaint pathway in language the participant can understand.
Receipts and itemised bills
We will provide receipts and itemised service information where the Australian Consumer Law or another applicable law requires it. You may ask us to explain an invoice or service charge through My Tech Help.
Your Australian Consumer Law rights
Nothing in these terms excludes, restricts or modifies any consumer guarantee, right or remedy that cannot lawfully be excluded, restricted or modified under the Australian Consumer Law or another applicable law.
Depending on the circumstances, remedies for a problem with goods or services may include repair, replacement, re-supply, refund, cancellation or compensation for reasonably foreseeable loss or damage.
Organisation pickups and services arranged for someone else
Schools, businesses, childcare services, community organisations and other authorised contacts may arrange pickup or technology support. We may ask who is arranging the service, who will receive the service, who is authorised to make decisions and who is responsible for payment.
Where multiple devices are collected, we may record them separately so that collection, assessment, approval, work and return can be tracked more clearly. The organisation should tell us about any asset labels, collection instructions or authorised handover contacts that are important to the job.
If you arrange a service for another person, please make sure you have appropriate authority to share the information needed for the booking and to arrange access. Arranging the booking does not by itself make you responsible for that person’s invoice unless this has been expressly agreed.
Standard and senior hourly support
Standard remote, onsite and small-business technology support is currently $150/hour including GST. Dedicated Senior Tech Support is currently $110/hour including GST. The senior rate applies to senior-support work, not automatically to hardware repairs, parts, pickup/return or separately scoped work. We confirm the applicable pricing basis before paid work starts.
Hourly troubleshooting and staged approval
IT troubleshooting can take more or less time than first expected. An estimated time range is a planning estimate, not a guaranteed completion time. If the approved amount is close to being used and additional paid work is reasonably required, we will seek a new approval before intentionally exceeding the current ceiling.
Time records may be used to calculate hourly charges in accordance with the disclosed billing increment. An approved maximum is a spending limit, not an automatic charge.
Business setup and project work
New Business Technology Setup, Business Launch, Business IT Reset, Microsoft 365 & Business Email projects and Business Tech Health Checks are project-based services rather than managed IT plans. Starting prices apply to the displayed base scope; the accepted written quote confirms the actual scope and price before paid work begins.
See the Business project service terms for scope changes, third-party subscriptions, migrations, website work, security limitations, customer responsibilities, handover and post-project support boundaries.
Contact us
For new help, use Start request. For an existing request, service question, complaint or warranty issue, use My Tech Help.
For privacy, legal or accessibility requests, email [email protected] or write to Chatsifieds.com Pty Ltd (ABN 51 620 592 403), 15 Evenglow Drive, Wollert VIC 3750.