1. Introduction
You should read these Terms carefully before engaging with Perth Computer Experts (“We”, “Us” or “Our”). These Terms govern all transactions and services provided by our technicians. By booking our services, you agree to these Terms, which outline your rights and responsibilities.
These Terms do not limit or reduce your statutory rights under the Australian Consumer Law (ACL). In cases of inconsistencies, ACL provisions will take precedence.
2. ‘No Fix, No Fee’ Guarantee
At Perth Computer Experts, we stand by our No Fix, No Fee Guarantee. If we are unable to diagnose or resolve your issue, you won’t be charged—even for onsite visits.
However, certain situations are excluded from this guarantee:
- Data Recovery & Hardware Repairs: A non-refundable assessment fee applies for data recovery and laptop/hardware repairs, as diagnostics require time and resources. If a full recovery or repair is unsuccessful, this fee is still payable.
- In-Depth Hardware Diagnostics: Some hardware issues require further testing that cannot be completed onsite. If a technician determines that your device needs workshop testing, you may choose to proceed or decline. If you decline workshop testing, a minimum 1-hour service fee ($175) applies for the time spent onsite.
- Software & Upgrade Recommendations: If the issue requires software upgrades or hardware replacements, the guarantee does not apply if you choose not to proceed with our recommendations.
3. 14-Day Work Guarantee
We offer a 14-day guarantee on all completed work. If the same issue reoccurs within 14 days, we will fix it free of charge. This guarantee does not cover:
- Issues caused by new software installations, malware infections, or user modifications after service.
- Hardware failures unrelated to the service provided.
4. Warranty Terms
- Any hardware supplied is covered by the manufacturer’s warranty.
- We do not provide additional warranties beyond manufacturer coverage.
5. Refunds
Refunds are not provided for:
- Services that have been successfully completed.
- Data recovery or hardware diagnostics, where a non-refundable assessment fee applies.
- Situations where customers decline recommended repairs, software upgrades, or replacement hardware.
6. Pricing and Payment Terms
- Fixed Pricing: Our standard call-out fee is $175, covering the first hour of labour (including call-out). Additional time is charged at $75 per 30-minute increment.
- Onsite Weekend & Public Holiday Fee: An additional $60 surcharge applies for onsite services on Saturdays, Sundays, and Public Holidays.
- Payment Due at Service Completion: Payment is required immediately upon completion of the service. We accept credit/debit cards, bank transfers, and cash.
- Quotes: Written quotes are valid for 7 days from the issue date.
7. Debt Collection
If payment is not received as agreed, Perth Computer Experts may refer the debt to a collection agency. Any costs associated with debt recovery will be added to the outstanding balance.
8. Privacy and Confidentiality
- We comply with Australian privacy laws and do not share customer data with third parties unless required by law.
- Your information is kept confidential and only used for service purposes.
9. Same-Day Service
Where available, same-day service can be requested. However, availability is subject to technician schedules and additional fees may apply for urgent requests.
10. Sundry Expenses/Parking Expenses
If onsite service requires paid parking, the cost will be added to the service charge and payable by the customer.
11. Home or Office (“Onsite”) Repairs
- A responsible adult (18+) must be present at all times during onsite visits.
- We may decline service if we deem the environment unsafe or inaccessible.
12. Booking Terms and Conditions
- Booking confirmation is required before a technician is dispatched.
- You must provide accurate details regarding your issue to allow proper preparation.
- Rescheduling requests should be made at least 24 hours in advance.
13. Duration & Charging
- Minimum charge: The call-out fee of $175 covers the first hour of service.
- Additional time is charged in 30-minute increments at $75 per block.
14. Cancellation Charges
- Cancellations made less than 24 hours before the scheduled appointment may incur a $110 cancellation fee.
- No-shows will be charged the full $175 call-out fee.
15. Your On-Site Service Obligations
To ensure efficient service, customers must:
- Provide accurate information regarding the issue.
- Allow sufficient access to devices, networks, and premises.
- Ensure software licenses are valid and legal.
- Be available during the scheduled service time.
16. Limitation of Liability
- While we take great care, Perth Computer Experts is not liable for:
- Loss of data, programs, or settings. Customers are responsible for backing up their data before service.
- Hardware failures occurring before, during, or after service.
- Indirect, incidental, or consequential damages arising from services provided.
17. Software Licensing and Compliance
- Perth Computer Experts does not install, modify, or support unlicensed or pirated software. All software installations must have a valid and legal license.
- Customers must provide proof of valid software licenses when requesting software installations, upgrades, or troubleshooting.
- If you require licensed software, we can procure it for you from authorised vendors at competitive pricing. This ensures compliance with Australian software regulations and guarantees genuine software with manufacturer support.
18. Customer Responsibilities
Customers are responsible for:
- Providing correct details when booking.
- Customers are responsible for backing up their data before service. If you require assistance with data backup, you must explicitly request it before we begin. By default, data backup is not included in our standard service and remains the customer’s responsibility. If requested, we can assist with backup as an additional service or time.
- Ensuring access and availability for technicians.
19. Liability and Data Protection
- We exercise extreme care but do not guarantee data recovery or protection.
- Customers acknowledge that hardware and software repairs involve risks, including potential system failures.
20. Changes to Terms
Perth Computer Experts reserves the right to update these Terms at any time. The latest version will always be available on our website.