Legal
Terms of Service
These are the terms that apply when you book or use a service with Perth Computer Experts. We've kept them as clear and plain as possible.
Last updated: October 2026
Introduction
These Terms of Service apply to anyone who books or uses a service provided by Perth Computer Experts (PCE). By booking a service with us, whether online, by phone, or in person, you agree to these terms.
We've written these in plain English so they're easy to understand. If something isn't clear, please reach out before your appointment and we'll be happy to talk it through.
Our Services
PCE provides on-site and remote IT support to residential and small business customers in Perth, WA. Our services include:
- IT support and troubleshooting
- Data recovery and backup
- Network setup and configuration
- Virus and malware removal
- Computer maintenance and tune-ups
- On-demand support and defined IT projects
We support Perth small businesses and homes. Where a business needs formal ongoing managed IT, a retainer or service-level commitments, we'll point you to the right kind of provider.
Our Assurances
We stand behind our work. Here's what that means in practice:
NO-FIX ASSURANCE
Under our no-fix assurance, if PCE cannot resolve the agreed fault or provide a practical working solution, no professional-time fee will be charged.
Parts, licences, products and third-party costs already approved or incurred are excluded.
Diagnosis and a clear next step may be a practical solution where completion depends on replacement hardware, an ISP or other third-party service, customer approval or further work the customer chooses not to proceed with.
Important, Data Recovery & Hardware Repairs
Data recovery and laptop or hardware repairs start with an assessment, charged at our standard rates: the first hour, then 30-minute blocks. Most assessments take about an hour.
The assessment covers diagnostic work and is not refundable under the no-fix assurance, regardless of the outcome, unless an applicable consumer guarantee provides otherwise.
In some cases, we may find that recovering your files or repairing your device would cost more than replacing it with equivalent equipment. If that happens, we'll tell you clearly, with no obligation to proceed.
If your device is at the end of its life, we recommend recycling it responsibly rather than sending it to landfill. You can find your nearest drop-off point through TechCollect.
14-DAY ASSURANCE
If the same problem returns within 14 days of the completed service, contact PCE and we will reassess it without an additional professional-time charge. This applies only to the original fault and work performed. It excludes new or unrelated faults, replacement parts, customer changes, malware reinfection, software or operating-system updates, third-party outages and issues caused by unsupported or failing equipment.
Price Match
PCE may match a current written quote from an established Perth provider where the service is genuinely equivalent. Comparison includes scope, technician attendance, service location, service time, GST, parts, warranties, call-out or travel costs where applicable. Promotions, membership pricing, marketplace or offshore providers, cash-only offers, expired quotes, pricing errors, subcontractor-only rates and unverifiable quotes are excluded. Approval is required before booking or purchasing. PCE may decline a price-match request where the services are not genuinely comparable.
Bookings, Cancellations & Rescheduling
You can book a service online through our website, by phone, or through the contact form on our website. We'll confirm your appointment and send you a reminder in advance.
If you need to cancel or reschedule, please give us at least 24 hours' notice where possible. This allows us to offer your slot to another customer.
A $95 fee applies when an appointment is cancelled or rescheduled within 24 hours, or when the technician attends and the customer is not available. This reflects reserved technician time and travel planning.
For longer-distance attendance, any travel surcharge is confirmed before we accept the booking. Most jobs do not need one.
Valid Seniors Card holders receive a 10% discount on technician professional time only. Hardware, licences and third-party costs are excluded.
Payment Terms
Payment is due by card once the work is complete. Registered customers can pay on invoice terms.
An invoice will be provided for every job. If you have any questions about your invoice, please get in touch and we'll sort it out promptly.
Customer Responsibilities
To help us do our best work, we ask that you:
- Back up any important data before your appointment where it's practical to do so, this protects you regardless of who is working on your machine
- Provide accurate information about the issue so we can prepare appropriately
- Ensure we have access to the device, network, or area we'll be working on
PCE takes reasonable care with every job. However, we are not liable for pre-existing data loss, hardware failure unrelated to the work performed, or issues arising from software or hardware that was already failing at the time of our visit.
Parts & Third-Party Software
Where we install or recommend hardware or third-party software as part of a job, those items are subject to the relevant manufacturer's or developer's own warranty terms.
We'll always tell you what we're recommending and why before purchasing or installing anything on your behalf. If sourcing parts is required, we'll discuss costs and lead times with you upfront.
Refunds
Refund requests are assessed according to the work completed, costs already incurred and the customer's rights under Australian Consumer Law.
Approved refunds are returned to the original payment method where practical.
Completed professional service time, specially ordered parts, activated licences, subscriptions and non-refundable third-party charges are generally not refundable unless an applicable consumer guarantee provides otherwise.
Parts and Special Orders
Parts may be returned where the supplier accepts the return. Restocking, freight or supplier charges may apply where legally permitted.
Special-order, opened, installed, activated or custom-configured items cannot normally be returned for change of mind.
Faulty products remain subject to applicable manufacturer warranties and Australian Consumer Law rights.
Limitation of Liability
To the extent permitted by law, PCE's liability for any claim arising from our services is limited to the cost of the service provided.
We are not liable for indirect, consequential, or special losses, such as lost income, lost data, or business interruption, that were not directly caused by our negligence.
Nothing in these terms overrides or excludes any rights you have under the Australian Consumer Law, including any consumer guarantees that apply to our services. If you're unsure of your rights, the Australian Competition and Consumer Commission (ACCC) website is a good starting point.
Governing Law
These terms are governed by the laws of Western Australia, Australia. Any disputes will be handled under the jurisdiction of the courts of Western Australia.
Contact Us
We're always happy to talk through any of these terms or answer questions about a service. The easiest way to reach us is:
Phone: 08 6559 6485
Or use the contact form on our website.
Perth Computer Experts is an independent IT support provider. We're not affiliated with, endorsed by or sponsored by Microsoft, Google or other vendors named on this site. Product names are used only to describe the services we support.