Terms & Conditions

1. About Tech Help Mandurah

Tech Help Mandurah (“we”, “us”, “our”) provides mobile IT support, technology training, networking and website design services to residential customers, seniors and small businesses within Mandurah and surrounding areas.

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 and domain controllers
  • 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.

3.3 Deposits

Tech Help Mandurah may require a deposit before ordering goods, reserving work, commencing a project, or undertaking preparation on the customer’s behalf.

  • Where a deposit is required, work or procurement is not required to commence until the deposit has been received.
  • Unless otherwise agreed in writing, deposits are non-refundable where the customer changes their mind, cancels the approved work or project, or otherwise chooses not to proceed after payment.
  • A deposit may be retained to account for scheduling and administrative commitments, preparation, work already undertaken, and goods, software, licences, materials or other costs committed to on the customer’s behalf.
  • Where Tech Help Mandurah is unable to provide the agreed goods or services, or where the customer is otherwise entitled to a refund or remedy under the Australian Consumer Law, the deposit will be refunded or otherwise dealt with as required by law.
  • Nothing in this clause excludes, restricts or modifies any consumer guarantee, right or remedy that cannot lawfully be excluded.

4. Website Design Services

4.1 Application of These Terms

These website design terms apply to website design, development, hosting, maintenance and related services provided by Tech Help Mandurah.

Each project may also be subject to an accepted quote, project schedule or Website Design Agreement. Where there is a conflict, the project-specific document takes priority.

4.2 Website Packages and Project Scope

The project scope, package, pages, sections, features, price and estimated timeframe will be detailed in the accepted quote or Website Design Agreement.

Our standard websites are created using a streamlined WordPress and Divi build process. Existing layouts, templates, design systems and reusable components may be adapted around the customer’s business, branding and content.

Unless specifically included in writing, the project does not include:

  • Additional pages, sections or functionality
  • eCommerce or payment processing
  • Online booking systems
  • Custom software or integrations
  • Logo or brand development
  • Professional photography or paid stock imagery
  • Legal documents or legal advice
  • Ongoing search engine optimisation
  • Domain registration, hosting or ongoing website care

Additional work will be discussed and approved before being charged.

4.3 Customer Responsibilities

The customer agrees to provide:

  • Accurate business and contact information
  • Website text, service information and pricing
  • Logos, branding and suitable images
  • Access to relevant domain, hosting and third-party accounts
  • Feedback and approvals within a reasonable timeframe

The customer confirms that they own, license or have permission to use all text, images, logos and other materials supplied to Tech Help Mandurah.

The customer is responsible for checking the accuracy of website content, prices, claims, contact details, spelling and legal information before approving the website for launch.

Delays in receiving content, access, feedback or approvals may extend the project timeframe.

4.4 Deposits and Payment

Any deposit stated in the accepted quote must be paid before work begins and is subject to clause 3.3 of these Terms & Conditions.

Unless otherwise agreed in writing, a website project deposit is non-refundable where the customer changes their mind, cancels the project or chooses not to proceed after the project has been confirmed.

The remaining project balance must be paid before the website is launched, transferred or handed over unless otherwise agreed in writing.

If the customer cancels the project, the deposit may be retained in accordance with clause 3.3. Any additional amounts already paid will be applied toward work reasonably completed and approved non-refundable third-party expenses, with any remaining amount refunded.

Tech Help Mandurah may pause work where an invoice is overdue.

4.5 Revisions and Additional Changes

The number of included revision rounds will be stated in the accepted quote or Website Design Agreement.

A revision round means one consolidated list of reasonable changes to the existing design. It does not include:

  • A substantially different design direction
  • Additional pages or sections
  • New functionality
  • Rebuilding previously approved work
  • Replacing substantial amounts of supplied content

Additional revisions or work outside the agreed scope may be quoted separately.

4.6 Approval and Launch

The customer will be given an opportunity to review the website before launch.

Approval may be provided by email, electronic message, signature or another agreed written method.

Once the customer has approved the website and paid the final balance, Tech Help Mandurah may launch or transfer the website.

Corrections requested after approval may be treated as additional work unless they relate to a technical defect caused by Tech Help Mandurah.

4.7 Website Ownership and Intellectual Property

The customer retains ownership of all content, logos, photographs and branding they supplied.

After full payment, the customer owns the completed website-specific content and design work created specifically for their project.

Tech Help Mandurah retains ownership of its pre-existing and reusable materials, including:

  • Templates and standard layouts
  • Divi presets and design systems
  • Code snippets
  • Processes and workflows
  • Documentation
  • Reusable components and development methods

The customer receives a permanent, non-exclusive licence to use any such materials incorporated into their completed website as part of that website.

WordPress, Divi, plugins, themes, fonts, stock images and other third-party materials remain subject to their respective licences. An agency or developer licence used by Tech Help Mandurah does not automatically transfer to the customer.

If the website is moved away from Tech Help Mandurah’s management, the customer may need to purchase their own software licences to continue receiving updates and support.

4.8 Domains, Hosting and Website Care

Website ownership is included in the website build price.

Domain registration, hosting and ongoing website care are separate and optional unless specifically included in the accepted quote.

Where Tech Help Mandurah registers or manages a domain for the customer, it will be registered using the customer’s ownership details where reasonably practicable.

The customer remains responsible for ongoing domain, hosting, software and licence renewal fees unless covered by an active care plan.

Website care plans are governed by the inclusions and pricing provided when the plan is accepted.

4.9 Maintenance and Security

No website can be guaranteed to remain continuously available, completely secure or compatible with every future update.

After handover, the customer is responsible for:

  • Website and plugin updates
  • Backups
  • Security monitoring
  • Domain and hosting renewals
  • Software licence renewals
  • Ongoing website maintenance

These responsibilities remain with Tech Help Mandurah only where they are included under an active website care plan.

Tech Help Mandurah is not responsible for issues caused by customer modifications, another provider, expired subscriptions, third-party outages, malware outside our reasonable control or unsupported software.

4.10 Post-Launch Support

Website projects include 30 calendar days of technical defect support from the launch date unless otherwise stated in the accepted quote.

Technical defect support covers reproducible faults in the work completed by Tech Help Mandurah.

It does not include:

  • New content or features
  • Design changes
  • Additional training
  • Customer or third-party modifications
  • Ongoing maintenance
  • Issues caused by external platforms or software updates

Nothing in these terms excludes any guarantee, right or remedy that cannot legally be excluded under the Australian Consumer Law.

4.11 Search Engines and Business Results

Tech Help Mandurah does not guarantee:

  • Particular Google or search-engine rankings
  • A particular number of visitors, leads or sales
  • Approval by advertising, directory or search platforms
  • That every page will be indexed within a particular timeframe
  • Continuous operation of third-party services

Any search-engine optimisation work is limited to the services specifically listed in the accepted quote.

4.12 Portfolio Use

Unless the customer requests otherwise in writing, Tech Help Mandurah may display a link, screenshot or general description of the completed public website in its portfolio, demonstrations and marketing materials.

Confidential or non-public customer information will not be disclosed.

5. 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.

6. 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.

7. 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.

8. 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

9. 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.

10. 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.

11. 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.

12. Seniors Card Benefits

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

13. Governing Law

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

14. 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