Terms and conditions
General terms for using youritmates.com, free tools, starting a request, accepting a quote and receiving technology support.
1. Who we are and when a service agreement starts
Your IT and Tech Mates is operated by Chatsifieds.com Pty Ltd (ABN 51 620 592 403). Browsing the website, using a guide or sending a request does not by itself create an agreement for paid work.
A paid service agreement starts when we clearly identify the service, scope and price or price basis and you accept them through a clearly labelled approval. Your accepted quote or booking confirmation, these terms and any service-specific terms that were shown before acceptance form the agreement.
2. Start request and My Tech Help
Use Start request to ask for new help. You may be able to describe what you need in one sentence. We may organise that information into a short job summary for you to check and edit before you send it.
If your edit materially changes the type of help you are asking for, we may update what we understood and ask you to check it again before the request is created. A request is created only after you press the clearly labelled create or submit button and our system confirms a request reference.
Use My Tech Help to view and continue an existing request.
My Tech Help may be accessed using an available secure sign-in method, including Google, Apple or a secure email link. If you are already securely recognised, we may open the matching request directly. If we cannot safely match you, we may ask you to confirm the request reference and email used for that request.
Signing in, opening a secure link, reading a request, sending a general message or adding a photo does not accept a quote, authorise payment or approve paid work.
2A. Website guidance before you send a request
The website may help understand the problem you describe, suggest a help category, recognise a common business problem, prepare a short summary, ask for a useful missing detail and show a relevant next step.
It may also show different public guidance depending on what you are looking for, such as pricing information, a relevant case study, a workflow review or a request option. These suggestions are intended to make it easier to find help and do not create a service agreement.
If location is relevant to onsite support, you can optionally enter a suburb or postcode or use your browser's location permission. A broad service-area result may be used to show more relevant local or remote options. Precise browser coordinates are not stored by this feature.
A request is created only after you deliberately choose the action to send it and a request reference is confirmed.
2B. Free online tools and reliance
Free checkers, calculators, estimators, quizzes and diagnostic guides provide general guidance based on limited information. They do not inspect the device or situation and do not promise accuracy, completeness, safety, suitability, price or outcome.
To the extent permitted by law, we are not responsible for loss arising from reliance on free, unconfirmed tool output instead of appropriate hands-on, professional or official help. This does not exclude liability where it cannot lawfully be excluded or limit consumer guarantees applying to paid goods or services. See the Information disclaimer.
3. Quotes, scope and approvals
Different jobs use different pricing models. Before paid work begins, we will identify the service, the scope reasonably known at that time, and the applicable price basis.
- Hourly business IT support: the current standard rate is $150 per hour including GST unless another rate is clearly agreed. Where the cause or time required is uncertain, we may ask you to approve an initial diagnosis or work ceiling. We will not intentionally exceed that approved ceiling without further approval.
- Estimated time ranges: an estimate such as 1–2 hours is not a promise that the problem will be resolved within that time. IT faults can reveal additional causes, dependencies or third-party issues. We will explain material changes before seeking additional approval.
- Fixed-price and project work: repairs, defined setup work, software/AI projects or other work may use a fixed or project quote. Hidden faults, changed requirements or additional work outside the agreed scope may require a revised approval.
- Online price guides, automated suggestions and early estimates are not binding quotes unless we clearly say they are.
- Approval actions will show the relevant work, price basis, maximum authorised amount where applicable, and booking details if a booking is being confirmed at the same time.
4. Your responsibilities
- Give us accurate contact, device and problem information as far as you reasonably can.
- Tell us about important deadlines, accessibility needs, safety issues and any limits on your authority to act for another person.
- Back up important data where reasonably possible before repair, software work or device changes. This practical step does not replace any repair notice we are legally required to give.
- Do not send banking passwords, card PINs, banking approval codes or other financial secrets through ordinary service messages.
- Provide safe and lawful access to premises, devices and accounts where reasonably needed for the agreed work.
5. Service delivery and third-party services
We will provide services with due care and skill and in accordance with any consumer guarantees that apply. If no completion time is agreed, the Australian Consumer Law may require the service to be supplied within a reasonable time.
Technology troubleshooting is not always predictable. A time or cost estimate is based on the information reasonably available when it is given and may change if we discover a different fault, damaged hardware, account restrictions, data corruption, security issues or dependencies outside our control. We will not use that uncertainty to exceed an agreed approval limit without further authorisation.
Some work depends on parts suppliers, manufacturers, internet providers, software providers, cloud services or other independent services. We are responsible for our own obligations, but we do not control the availability, outages, response times or separate terms of independent providers.
6. Payments, cancellations and refunds
Prices, hourly rates, approved ceilings, deposits, due dates and any disclosed fees will be shown in the applicable work approval, booking confirmation or invoice. For hourly work, the invoice may be lower than the approved ceiling if less time is used. We will not treat an approved ceiling as an automatic fixed charge.
A cancellation charge will only be applied where it was disclosed, is lawful and is reasonable in the circumstances. It will not be used to remove a statutory right or as an unrelated penalty.
If you are entitled to a remedy under the Australian Consumer Law, those rights apply regardless of any change-of-mind, cancellation or voluntary warranty wording.
6A. Pickup and return service
Pickup and return is an optional convenience service available only for eligible suburbs, devices and service types. A suburb/postcode check or displayed pickup price does not itself confirm a booking. We confirm the collection day or arrival window and the applicable pickup charge before the booking is final.
We will not collect a device for repair until the required handover information has been recorded. For goods that can store user data, and where required by the Australian Consumer Law, we provide the written repair notice before accepting the goods for repair. If refurbished parts or replacement with refurbished goods may be used, the required repair-notice wording is provided before acceptance.
- At pickup we may record the device, serial or identifying details, accessories, visible condition and who handed the device over.
- We take reasonable care of the device while it is in our custody. Nothing in these terms excludes liability for loss or damage caused by our breach, negligence or other liability that cannot lawfully be excluded.
- Pickup does not authorise repair work beyond any assessment or scope already agreed. Additional paid work requires the applicable quote or scope approval.
- Return will normally be made to the customer or another person the customer has authorised. We may reasonably verify identity or authority before releasing the device.
- If a confirmed pickup cannot proceed because no authorised person is available, access is unsafe or the device is not reasonably ready for collection, a previously disclosed and reasonable attendance or cancellation charge may apply. No charge applies where the failure is ours or where the law gives you a right to cancel without it.
If a completed device remains uncollected or cannot be returned after reasonable attempts, we may charge only reasonable, disclosed storage or redelivery costs and may deal with uncollected goods only as permitted by Victorian law. We do not obtain ownership of a customer's device merely because it remains uncollected.
See the Pickup and return service terms and Repair, software and data risk notice.
7. Website assistance and human decisions
Our website and Intent Engine may organise your description into a summary, suggest a business-IT category, ask follow-up questions, carry your selected service path into QuoteMe, and help prepare booking or work-approval information. You remain able to review and correct the summary before sending the request.
Automated assistance does not itself approve paid work, authorise payment, set a final diagnosis, decide a warranty or complaint outcome, or determine your legal rights. A customer approval action is required for chargeable work, and material increases to an hourly approval ceiling require fresh approval.
We may review combined, non-identifying quality and outcome patterns to improve this guidance. Proposed changes are subject to human review, testing and controlled release.
8. Privacy and service communications
We handle personal information as described in our Privacy Policy. Business customers may use a secure Business Workspace and Messages & updates area to keep support messages, bookings, work approvals, order history and invoices together. Service emails or SMS may notify you that an update or secure access link is available.
Marketing is handled separately from service messages. Where the Spam Act 2003 applies to a commercial electronic message, the applicable consent, sender-identification and unsubscribe requirements apply.
9. Liability and mandatory rights
To the extent permitted by law, each party remains responsible for loss caused by its own breach, negligence or unlawful conduct. Nothing in these terms excludes liability or a remedy where it cannot lawfully be excluded.
Any limitation in these terms is subject to the Australian Consumer Law and other mandatory rights.
These terms are intended to operate fairly. We do not rely on a standard-form term that is prohibited as unfair under applicable Australian law.
10. Changes, complaints and Victorian law
We may update these website terms for future use when our services, technology or legal obligations change. A change does not retrospectively alter a service already accepted unless you agree or the law requires it.
These terms are governed by the laws applying in Victoria, Australia. This does not remove any right you may have to use another court, tribunal, regulator or complaint process where the law allows it.
You can raise a service concern through My Tech Help. Privacy, legal and accessibility requests can also be sent to the contact details below.
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, partner and representative requests
An organisation may request technology support for itself, or an authorised person may arrange help for another person. We record these roles separately where needed so that arranging a service does not automatically make the organisation responsible for payment.
For example, a retirement village may arrange an appointment for a resident while the resident remains the customer who receives and pays for the service. If an organisation has expressly agreed to pay for a particular service, the quote or invoice will identify the organisation as the payer.
Where we offer an organisation account, the agreed payment period, any purchase-order requirement, deposit and other payment conditions will be shown before or with the relevant quote or invoice. Account terms are not automatically available simply because a customer is a company, school, centre or community organisation.
10A. Business Workspace and Messages & updates area
Business Workspace access is provided to authorised business contacts. The workspace may show active requests, Messages & updates area messages, proposed or confirmed bookings, work approvals, order versions and invoices. Opening or reading the workspace does not itself approve paid work.
If you approve a clearly labelled Approve & Book or Approve & Continue action, we may record the business, user, time, order version, booking details and maximum authorised amount as evidence of that approval. If you are acting for an organisation, you must have authority to approve the relevant work and charges.
Current hourly support pricing
The current standard technology-support rate is $150/hour including GST. Dedicated Senior Tech Support uses a reduced $110/hour including GST rate for eligible senior-support journeys. Repairs, parts, pickup/return, refurbished laptops and separately scoped project work can use different pricing where displayed or quoted. The applicable pricing basis and any agreed limit are confirmed before paid work begins.
Refurbished laptops, starting prices and stock
Refurbished laptop pages may show an example model, typical specification and a “Starts From” price. These are subject to stock availability and are not a promise that a particular example model is available. We will confirm the actual brand or model, processor, memory, storage, condition, included setup, warranty information and final price before a purchase is completed.
Selecting “check stock”, “reserve” or sending a QuoteMe request does not by itself create a sale, take payment or guarantee stock. A reservation or purchase is confirmed only after we confirm an available unit and you accept the confirmed offer.
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.