Service terms

Before service is confirmed

A QuoteMe request, email, SMS, Private Help conversation, photo or request for pricing helps us understand the problem. It is not a confirmed booking, diagnosis or approval for paid work.

Confirmed scope

Before paid work starts, we will confirm the responsible service, the agreed scope, the price or price basis and any important conditions. If you accept a fixed quote, that accepted scope forms part of the service agreement.

If we discover a materially different fault, additional damage, a safety issue or a necessary part that was not included, we will explain the change and seek approval before proceeding beyond the agreed scope.

Appointments and access

• Appointment times may be a time or an arrival window. We will tell you what has been booked.
• Please give us reasonable access to the device, premises, internet connection or account needed for the agreed task.
• For on-site work, the location must be reasonably safe. We may pause or leave if there is an immediate safety risk.
• If you cannot attend, let us know as soon as reasonably possible. Any applicable cancellation charge is governed by the Booking and Cancellation Policy.

Parts, software and third-party services

Where a service needs parts, licences or subscriptions, the quote should identify what is included. Supplier availability and manufacturer conditions can affect timing. Third-party software, cloud, internet and carrier services remain subject to their own terms.

We will not install or use pirated software, bypass lawful security controls without proper authority, or knowingly perform unlawful access.

Devices we sell or set up

If the agreed work includes supplying a used or refurbished device, the quote or invoice should identify the particular device, described condition, known disclosed faults or limitations, included charger/accessories and other material inclusions reasonably available before the sale. Setup or data transfer is a separate service task unless the agreed scope says it is included.

Tell us about any school, employer or organisation requirement that matters to the setup. We can check a stated requirement where it is part of the agreed scope, but the school or organisation remains responsible for its current policy and system requirements. We do not guarantee school-policy compliance merely because we supplied or set up the device.

Nothing in this section removes rights that apply under the Australian Consumer Law.

Device data and credentials

Repair, software changes and account recovery can involve a risk of data loss. Back up important data where reasonably possible and read the Repair, Software and Data Risk Notice. If temporary access to an account or device is reasonably necessary, only provide what has been agreed and change sensitive credentials afterwards where appropriate.

Completion and handover

We may provide a completion summary, test result or return information. A completion message does not remove your consumer rights. Tell us promptly if the agreed issue appears unresolved so we can review it.

NDIS-related technology support

Your IT & Tech Mates is not a registered NDIS provider. You must not use us for supports funded from an NDIA-managed budget. Self-managed and plan-managed participants may be able to use an unregistered provider for eligible supports, except where the support must be delivered by a registered provider.

We do not decide whether a support is funded, reasonable and necessary, claimable or reimbursable. A participant, nominee, plan manager or the NDIA should confirm the funding position before relying on a quote or invoice. Where we deliver an NDIS support, the NDIS Code of Conduct applies to us as an unregistered provider.

Contact us

If you have a question, complaint, privacy concern or need an accessible copy of these terms, contact Your IT & Tech Mates.

Related terms and policies