Terms & Conditions

1. About Tech Help Mandurah

Tech Help Mandurah (“we”, “us”, “our”) provides mobile basic IT support and training services to residential customers, seniors, and small businesses within the Mandurah / Rockingham / Kwinana region.

By booking or receiving our services, you (“the customer”, “you”) agree to the Terms & Conditions outlined below.

2. Scope of Services

We provide support for everyday home and small-business technology. This includes:

  • Basic training and digital literacy
  • Device setup (PCs, laptops, phones, tablets)
  • Wi-Fi and home network troubleshooting
  • Email and account setup
  • Software support and general configuration
  • Data transfer (where noted in package)
  • Cyber-safety checks and guidance

2.1 Excluded Services

To keep pricing fair and service fast, we do not cover:

  • Enterprise or corporate systems
  • Servers, domain controllers, or business-grade networking
  • Advanced networking (VLANs, managed switches, firewalls)
  • Hardware repairs requiring soldering, micro-electronics, or board-level work
  • Data recovery from damaged or failing drives
  • Any illegal, unethical, or security-compromising activity

3. Pricing, Payment & Invoicing

  • Pricing is displayed on our website or provided directly during booking.
  • All prices are in Australian dollars (AUD).
  • Payment is due at the completion of service, unless otherwise agreed in writing.
  • Invoices may be granted on a case-by-case basis at the sole discretion of Tech Help Mandurah.
  • Where an invoice is issued, payment is due within seven (7) calendar days from the invoice date.
  • We accept: card, bank transfer, or cash.
  • A call-out fee may apply depending on location or service type.

3.1 Late Payments

  • If payment is not received within seven (7) days of the invoice date, Tech Help Mandurah reserves the right to:
    • apply interest on overdue amounts at a reasonable rate permitted under Australian law; and/or
    • suspend further services until payment is received.
  • The customer agrees to pay any costs incurred by Tech Help Mandurah in recovering overdue amounts, including debt collection fees, administrative costs, legal fees, and associated recovery expenses.

3.2 Retention of Title (Goods Supplied)

  • Any hardware, devices, components, accessories, or other goods supplied by Tech Help Mandurah remain the property of Tech Help Mandurah until full payment has been received and cleared.
  • Ownership of goods does not pass to the customer until all outstanding amounts relating to those goods have been paid in full.
  • Tech Help Mandurah reserves the right to recover unpaid goods where payment has not been received in accordance with these Terms & Conditions.

4. Customer Responsibilities

You agree to:

  • Provide accurate information about your device or issue.
  • Ensure you have proper authorisation to request changes to any account, device, or system.
  • Back up your important data before any service is performed.
  • Provide safe access to your premises and equipment.

We reserve the right to refuse service if a work environment is unsafe.

5. Data, Privacy & Security

We take privacy seriously. During service:

  • We may need temporary access to devices, accounts, or files solely for the purposes of completing the job.
  • We do not store or retain any personal data after the service ends.
  • We do not request passwords verbally if possible; customers should enter them directly where practicable.

Customers are responsible for their own data backups and ongoing account security.

See the full Privacy Policy.

6. Liability & Risk

While all reasonable care is taken:

  • Tech Help Mandurah is not liable for data loss, corruption, or damage that arises from pre-existing faults, poor device condition, or customer actions.
  • Some services (software changes, updates, resets, device linking) carry inherent risk.
  • The customer accepts responsibility for ensuring all important data is backed up prior to service.
  • Our liability is limited to the amount paid for the service provided.

7. Third-Party Software, Accounts & Services

We may help you install, configure, or access third-party products (e.g., Microsoft, Google, antivirus tools).

We are not responsible for:

  • The behaviour, reliability, or security of third-party services
  • Subscription fees, cancellations, or licensing
  • Service outages outside our control

8. Service Warranty

We provide a 7-day service warranty covering the specific work completed.

This warranty does not cover:

  • New or unrelated issues
  • Faults caused by software updates, malware, user changes, or external factors
  • Hardware failure after service

If the issue reappears within the 7-day period, we will re-assess at no extra charge.

9. Appointments, Cancellations & No-Shows

  • Cancellations within 12 hours of the appointment may incur a call-out fee.
  • If the customer is not present at the booking time/location, a no-show fee may apply.
  • We may reschedule appointments due to emergencies, safety issues, or availability.

10. Website Use

By using our website, you agree not to:

  • Attempt to breach website security
  • Copy or misuse content, images, logo, or branding without permission

We make no guarantees that the website will be free from errors or interruptions.

11. Seniors Card Benefits

Eligible WA Seniors Card holders may receive special pricing or added value services.
Proof of eligibility is required.

12. Governing Law

These Terms & Conditions are governed by the laws of Western Australia.
Any disputes will be handled in WA jurisdiction.

13. Contact Us

For questions regarding our Terms & Conditions or services:

Tech Help Mandurah
Email: contact@techhelpmandurah.com.au
Phone: +61 447 231 120
Contact Form