Legal terms

Student Guidance and Master Guidance Offer Terms

Rules for student guidance requests, Master/Campus Master Guidance Offers, scope clarification, guardian approval and safe learning support.

Last updated: 26 May 2026

Preservation of existing terms: This policy supplements the existing Your IT & Tech Mates terms and does not remove any existing rights, obligations, exclusions, disclaimers, warnings, privacy notices or Australian Consumer Law statements already published.

Australian Consumer Law: Nothing in this policy excludes, restricts or modifies non-excludable rights, guarantees or remedies under the Australian Consumer Law or other applicable law.

1. Scope

These terms apply to student guidance requests, Master Guidance Offers, Campus Master guidance, expert advice plans, session workspaces, package requests, follow-up programs, evidence, reviews and related My Help records.

Guidance services are designed to help a student, customer or learner understand, plan, practise, troubleshoot and improve. They are not a promise of academic result, employment result, certification, mark, grade, admission outcome, business outcome or guaranteed improvement.

2. No bidding, auction or price race

Guidance Offers are private, our authorised team-controlled offers. They are not bids, auctions, counter-bids, lowest-price competitions or public quote races. We may invite a selected Master or Campus Master to prepare a private offer after review.

3. Academic integrity and prohibited work

Students, guardians and Masters must not use the platform to complete assignments, sit exams, impersonate a student, falsify attendance, bypass school or university rules, produce work for submission as the student’s own, or engage in dishonest conduct.

Allowed guidance may include explaining concepts, reviewing approach, coaching, planning, troubleshooting, feedback, skill practice, general study strategy, career guidance and technology support.

4. Master Guidance Offers

A Guidance Offer may include a base guidance amount, an approved margin percentage, a margin amount, total quoted amount, included guidance, excluded work, timing, session type, expiry, safety notes and academic integrity wording. The total amount shown to the student or guardian is the amount to consider for approval.

Margins are subject to review by us, Master level, field approval, campus scope, under-18 permission, WWCC/clearance checks where relevant, and internal caps. A revised offer may require fresh approval by us and student/guardian approval.

5. Questions, revisions and approval

Students and guardians may ask questions or request scope clarification before approval. Masters may revise the offer only through platform-approved screens. Earlier versions, status events, our authorised team approvals and revision reasons may be retained for audit, dispute and service-quality purposes.

6. Under-18 students and guardians

Where the student is under 18, guardian details, guardian approval, contact boundaries and extra safety requirements may apply. We may refuse, pause or modify a request if guardian information is missing, a Master is not approved for under-18 support, clearance requirements are not met, or safeguarding concerns arise.

7. Completion, reviews and concerns

Completion summaries, sign-off, moderated reviews, evidence, follow-up plans and Resolution Centre links may be used to close or review guidance sessions. Reviews may be hidden, edited for privacy, held or rejected if they contain private information, unsafe content, unfair allegations, spam or content that breaches these terms.

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.

No automatic payouts: Payout, referral, campus partner share and margin figures are payout-ready calculations only unless and until separately approved by our authorised team and processed under the applicable payment terms.

No bidding: Guidance Offers, provider interest and Master assignments are not bids, auctions, counter-bids, lowest-price competitions or public price races.

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.

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.

Approved payment and commission records: 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 through an approved Your IT & Tech Mates process. Cash payments, direct payments to technicians or providers, private transfers, side deals, split payments or off-platform arrangements do not qualify for commission or reward unless Your IT & Tech Mates expressly approves the arrangement in writing and records it against the job.

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.

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.