TERMS AND CONDITIONS
You should read these terms carefully as it contains important information about your rights and responsibilities when entering into any contract for service with Us, TechBuddy (“We”, “Us” or “Our”) (ABN: 19 283 768 210). Where applicable, these terms apply to all transactions entered into between Us and You and includes terms relating to all work performed by our technicians. These terms are in no way intended to limit or reduce your statutory rights under the Australian Consumer Law (“ACL”) and the ACL shall prevail wherever inconsistencies occur.
We accept card payment in person, online, bank transfer (payID) or cash. A 1.6% surcharge applies for card payments made in person, or 1.75% + A$0.30 for online payments (domestic cards). Card payments over the phone are only accepted for reputable repeat customers and incur a 2.2% surcharge. There are no fees for bank transfer or cash payments. We will not release any item back to you until payment is received for work performed.
While we try to be as thorough as possible with all estimates, we do not guarantee that our estimate is all-inclusive and final. Often, it is very difficult or impossible to identify every problem affecting a device until some work is performed. Our estimates may evolve or change during the course of servicing your device. If our technicians need to update the estimate, we will let you know as soon as possible before we proceed any further. All changes MUST be approved by you before we move on with any work. Our initial estimate will always remain valid within the scope of the services it was originally attached to, though we may advise you that the original service may have become unnecessary or unlikely to resolve the issue.
Minimum Service Fee & Repair Attempt Fee
We charge a repair attempt fee for most devices that involve motherboard repairs, data recovery or devices that had prior repair attempts. If repair is unsuccessful or data recovery is not possible, or the device was previously worked on before it arrived at our shop you will be charged a repair attempt fee ranging from $50-$100 to cover the time spent working on your device.
In many situations, schematics are not available or we are performing labour work only (such as replacing a damaged connector) and thus cannot guarantee the outcome will be a working device.
Replacement Parts Procedure
If a service requires parts to complete, we will contact and inform you of the need prior to ordering any parts. We will explain the part needed, why it’s necessary, any associated costs, and give an estimate of when the part will likely arrive. Due to shipping times being beyond our control, our estimate is a best guess and is not intended to guarantee arrival by a specific time. If you would like to hold on to your device until parts come in, a non-refundable deposit of the total cost of the ordered parts will be required. TechBuddy will generally not use parts not purchased by TechBuddy. This is due to our inability to verify that the parts are functional and will provide a good fit for your device. Any replacement parts not supplied by TechBuddy are not covered by any kind of warranty or guarantee except that which might be provided by the part manufacturer. By providing your own parts, you acknowledge that you understand and agree that any work we provide is not covered by the TechBuddy warranty or any other guarantee or assurance, explicit or implicit. You also agree to waive any liability for damage to your device caused by faulty parts or other part incompatibilities.
Personal Preferences & Software
We do not have specific knowledge of your computer and its configuration. Whilst we use our best efforts to minimise disruption to your system, we cannot be held responsible for any unforeseen consequences of our services including any loss or corruption of data, information or records; any loss of goodwill, or any loss of business or contracts; any failure by you to follow our reasonable advice, recommendations or instructions; any losses you may suffer arising from your use (or failure to use) any anti-virus and internet security software and any loss that is not reasonable foreseeable.
If your device’s operating system is reloaded, programs such as Microsoft Office, Word, Excel, Anti-Virus Software etc may not be present on return of your repaired device and you will need to provide the original installation media if TechBuddy are to re-install your software. Additional fees may apply for any extended work beyond the initial repair. Programs that may require reinstallation after repair will need their respective registration/licensing keys. It is not the responsibility of TechBuddy if you no longer have the required registration or proof of purchase information necessary for the program to operate.
We will never share or discuss your personal information with anyone who is not expressly authorised by you in writing.
If you dispose of your property to TechBuddy, you must let us know in writing and any data remaining on the device will be securely erased with zero chance of recovery.
We do not care to look through your data and pledge to only utilise what is necessary during service. Your photos, videos, and confidential documents are your own and none of our business when it comes to repairs. We make every effort to transfer any data around in a secure manner and utilise encryption wherever possible for your privacy.
Although everything possible is done to ensure a device is not damaged during diagnosis / repair, some non-user serviceable and sealed devices (such as iPads / Tablets) are difficult to dismantle and as such the device may incur some minor pry marks or damages during disassembly which cannot always be avoided. Screens are very delicate and can crack or break during the prying process, especially if damage to the glass or frame already exists.
Your device may be beyond repair or may be permanently damaged during repair and rendered useless. Circuit board components deteriorate over time and can fail without warning especially on liquid damage devices where components can short circuit, oxidize, corrode and rust over time.
We are highly experienced and minimise these damages but risks do exist and should be understood.
The shipping instructions that you provide upon filling in your mail in form, are the instructions we follow to ship your items. Failure to request insurance, renders any shipping damages solely the responsibility of the customer and TechBuddy fassumes no liability in case of damages during shipping. Furthermore, devices not shipped in their original packages are more prone to damage during shipping; if you send us your device in a generic box, we will ship it back to you in a generic box at your own risk. If you are providing your own shipping label, be sure to include insurance on it if you wish to do so; we are unable to provide insurance to pre-purchased labels.
We pride ourselves on the speed of our repairs, however many of the factors that determine the length of your repair are beyond our control (eg. waiting on parts to be delivered). As such, we will attempt to service your device as soon as possible in the order it was received.
We offer no guarantees of how long the service will take. Any references to service times on our website or in promotional materials are our best estimates based on previous experience and are not meant to represent an exact time frame or offer any guarantees of service time.
Health & Safety
We reserve the right to refuse service for any equipment that poses a safety or health risk.
TechBuddy does not guarantee the security or safety of your data. While we take every precaution possible to make sure the integrity of your data is unaffected, we cannot assume liability for any lost data as a result of services performed by TechBuddy.
If we are aware that a procedure may result in loss of data, we will inform you of the possibility, what data may be affected, and will offer to back your data up at an additional cost. However, due to the complex nature of electronic devices, we cannot in advance predict what may happen to your data in every situation. We strongly encourage you to back up any important files and documents before you drop off or mail in your device for service.
If you cancel your repair while/after we have begun work, you will be liable to make payment for any parts ordered and applicable labour fees prior to cancellation.
If you cancel your appointment without giving us more than 1 hours notice, a $20 fee will apply.
Any property left with TechBuddy for more than 60 days without prior arrangements after it has been made ready for collection it is considered abandoned and your device will be recycled or resold to recover costs. Any data on the device may be permanently erased. We will make our best efforts to contact you several times before this occurs but cannot be liable if we do not hear from you.
On-Site Health & Safety
You must ensure the property or place our technicians will conduct work is free from any hazards or potential health dangers. Our technician reserves the right to refuse service if they feel unsafe. We reserve the right to refuse service for any equipment that poses a safety or health risk.
You must ensure that you or an authorised person is present at the pre-arranged appointment time and is available to allow our technicians access to your property. If our technicians are made to wait an excessive amount of time or are unable to access the property or equipment, regardless of whether this is caused by you or another person you have authorised, you will still be charged a service fee applicable to the time spent on-site.
Payment for on-site work must be made before the technician leaves the premises.
Any parking or sundry expenses incurred by TechBuddy during an on-site callout will be added to the invoice. For example, if you are unable to provide free parking at a reasonable or convenient distance from your home or place of business.
TechBuddy offers a 60-day work guarantee on all labour performed.
If your device malfunctions or fails within 60 days from the time that you received the device back from service, we will perform the repair again at no extra cost to you. The issue must be related to the original work order. If the issue is unrelated, you will be notified about repair cost before we move forward with the repair.
No refunds are issued before we attempt the repair again so we can verify the validity of the claim. Refunds are only issued if we are not able to fix your device minus the repair attempt fee and return shipping. See repair attempt fee section of our terms for more details. For mail-in, if your device qualifies for the warranty repair, you are responsible for shipping the device back to us and we will cover return shipping.
Warranty on parts is dependent on the manufacturer warranty or as stated during the service.
Recurrence of original symptoms or issues caused by user error or negligence in the 60 day guarantee period, including but not limited to physical damage (drops, crushing, exposure to temperature extremes), liquid damage (spills on and liquid immersion of the device), electrical damage (improper grounding, contact with poorly performing or damaged electrical networks), and damage caused through installation or use of harmful software components (viruses, malware, spyware), voids the TechBuddy warranty.
If your device is physically tampered with or damaged within the warranty period, the TechBuddy warranty is void. This includes but is not limited to cracked screens, dents to the casing, internal damage not present at time of original repair, attempts to open or modify the device, using non original charging cables to charge your device, or any other action, accidental or intentional, that could cause our repair to fail.
Some services performed by TechBuddy may void your manufacturer’s warranty. By accepting service from TechBuddy, you understand and agree that we are not held liable for voiding your device manufacturers warranty.
Additional Warranty Exclusions
- We do not offer warranties or guarantees, explicit or implicit, on any of the following:
- Any service using parts not purchased/provided through TechBuddy.
- Any software issues, including virus removal, operating system installation, personal data.
- New symptoms/issues not directly tied to the original service within the 60 day guarantee period.
- Modifying existing hardware in the 60 day guarantee period.