Terms and Conditions for IT Service Guarantee

1. Scope of Guarantee

   • The guarantee applies to all IT services provided, including but not limited to troubleshooting, repair, maintenance, and consultation.

   • The guarantee does not cover issues outside the scope of the agreed-upon services or any pre-existing conditions not disclosed at the time of service.

2. No Charge Policy

   • No fee will be charged if the issue cannot be resolved during the initial service call.

   • The no-charge policy applies only to the specific issue outlined in the initial service request.

3. Commitment to Resolution

   • If the initial fix does not resolve the issue, the service provider will continue to work with the client until the issue is resolved.

   • Additional visits or remote support sessions required to resolve the issue will be provided at no extra charge.

4. Client Responsibilities

   • Clients must provide accurate and complete information about the issue and grant necessary access to systems and equipment.

   • Clients must follow any recommendations or instructions provided by the service provider to ensure a successful resolution.

5. Exclusions

   • The guarantee does not cover issues caused by subsequent changes made by the client or third parties after the initial fix.

   • The guarantee does not apply to issues arising from hardware failures, third-party software, or external factors beyond the service provider's control.

6. Limitations

   • The guarantee is limited to the specific issue and does not cover general system maintenance or unrelated problems that may arise.

   • The service provider reserves the right to determine when an issue has been satisfactorily resolved.

7. Termination of Guarantee

   • The guarantee may be voided if the client fails to cooperate or follow instructions provided by the service provider.

   • The service provider reserves the right to terminate the guarantee if it is determined that the client is abusing the terms of the guarantee.

8. Liability

   • The service provider is not liable for any indirect, incidental, or consequential damages resulting from the services provided, to the extent permitted by Australian law.

   • The total liability of the service provider under this guarantee shall not exceed the amount paid by the client for the services in question.

9. Compliance with Australian Consumer Law

   • Nothing in these terms and conditions excludes, restricts, or modifies any rights or remedies, or any guarantees, warranties, or other terms or conditions, under any legislation which cannot be lawfully excluded or limited. This includes the Australian Consumer Law.

10. Amendments

    • The service provider reserves the right to amend these terms and conditions at any time. Any changes will be communicated to clients in advance.

11. Acceptance of Terms

    • By requesting and accepting services, the client agrees to these terms and conditions.