This online document outlines the terms and conditions under which Ace IT Support & Services  will provide you with onsite or remote services.

This Agreement is governed by the laws of Queensland and the Commonwealth of Australia. Ace IT Support & Services and you, irrevocably and unconditionally, submit to the exclusive jurisdiction of the courts operating in Queensland.

By engaging our services, you agree to be bound by these Terms and Conditions.

DEFINITIONS

In these Terms and Conditions:

“Onsite Visit,” “Onsite Support,” or “Onsite Service” refers to a single visit by our technicians (1 Hour Onsite Support at your home or office) for the purpose of providing onsite computer support services.

“Terms and Conditions” refer to these terms and conditions.

“We,” “us,” or “our” refer to Ace IT Support & Services .

“You” or “your” refer to the company, employee, customer, client, or person who has requested/booked the onsite visit from Ace IT Support & Services .

“Fees” refer to the charges for each Onsite Visit, which include a minimum onsite fee of $90 excluding GST (Home user) or $35 excluding GST (Business user), plus $30.00 excluding GST (Home user) or $35 excluding GST (Business user) for every 20 minutes after the first hour of onsite service (if required).

“Parties” refer to the parties entering into this Agreement.

SERVICES, BACKUPS, NO FIX NO FEE,FEES, AND CANCELLATIONS

Services

Our technicians will provide onsite and remote support services for the fees specified in these terms and conditions.

To receive our IT services, you or a person over the age of 18 must be present.

You acknowledge and agree that in some cases, our technicians may be unable to perform a repair or service due to pre-existing conditions of your device. Pre-existing conditions may include defects or failures in any software, data, or computer hardware component.

If a reasonable solution is not found, you will not be invoiced for our services.

There may be occasions when our staff indicates that we may not be able to provide a positive outcome. If you choose to proceed with our service, we reserve the right to charge you for our time and any hardware incurred.

We reserve the right not to provide a service if the minimum requirements are not met or if the technical requirements are unusual, extensive, or beyond the scope of our service, as determined by Ace IT Support & Services.

You acknowledge that repairing a device still under warranty by the manufacturer will void the manufacturer’s warranty.

Backups

Ensure you back up your data, files, and software.

You are responsible for backing up all data, files, information, and software stored on your device, including any cloud-related storage, before we commence onsite and remote support services.

Some repair processes or services may involve the complete and irreversible deletion or destruction of the storage device and any data on it.

Ace IT Support & Services will not back up any data on your device unless you specifically request us to do so and pay the applicable fee for a data backup service prior to any repair or service.

If Ace IT Support & Services performs a data backup, you understand that we may only create a single backup copy of your data, which will be erased or destroyed if this copy is not promptly retrieved by you.

To the maximum extent permitted by law, you agree that Ace IT Support & Services will not be liable for any loss, corruption, disclosure, or alteration of any data, device, or storage medium, whether or not you request a backup.

No Fix No Fee

You  acknowledge and agrees to the terms and conditions of Ace IT Support & Services’ “No Fix, No Fee” policy, which states that:

You accept the recommended solution provided by Ace IT Support & Services, which may include the purchase of replacement hardware. If you rejects the recommended solution, you will be liable for the labor charges incurred up to the point of problem diagnosis.

Data recovery services are exempt from Ace IT Support & Services’ “No Fix, No Fee” policy.

Fees

Onsite Support is charged at a rate of $90 excluding GST (Home user) or $100 excluding GST (Business user).

The first hour is charged upfront, regardless of the time taken within that first hour.

Billing starts immediately as the technician arrives on-site.

If additional time is required after the initial hour, we will bill in 20-minute blocks at a rate of $30.00 excluding GST (Home user) or $35 excluding GST (Business user) .

Our Remote IT Support is billed at the same rate as Onsite Support, in 20-minute blocks from the start of the online appointment.

We accept Credit Card and Bank Transfers and Cash as payment methods. We do not offer payment plans.

Payment for our services is due immediately after the service has been rendered.

All Credit Card transactions incur a merchant facility processing fee.

The fee may vary depending on your geographical location, whether it is outside of business hours, or the extra costs such as inner city area Parking, which are incurred in realizing an onsite appointment.

We reserve the right to place a pre-authorization on a customer’s credit card, up to a value of no more than 1 hour’s labor.

A pre-authorization is used to temporarily hold the cardholder’s funds to cover the cost of the transaction to be processed at a later time. For example, a hotel may reserve funds to pay the final bill upon checkout.

The pre-authorization confirms the availability of sufficient funds to cover the transaction, and the funds are held for approximately 5 to 7 days for domestically issued debit and credit cards.

At no point are these funds transferred out of the customer’s account.

Cancellation Fee (less than 24 hours notice)

If you provide less than 24 hours notice when canceling your onsite service:

We reserve the right to charge a cancellation fee if you fail to provide reasonable notice of a change in the appointment circumstances.

You acknowledge that reasonable notice is no less than 24 hours prior to the appointment’s scheduled start time.

Notice of cancellation must be made via telephone or email.

We may charge you a cancellation fee equal to the charge for the first hour of on-site service. This fee is intended to reimburse us for the loss and expense caused by the cancellation.

Your debit or credit card will be automatically charged when the service is canceled. Any merchant processing fees associated with this cancellation will also be your responsibility.

LIABILITY

You agree to indemnify Ace IT Support & Services against all losses, damages, liabilities, claims, and expenses arising directly or indirectly from any Service or Product we provide to you, to the fullest extent permissible by Australian law.

Our goods and services come with guarantees that cannot be excluded under the Australian Consumer Law. For major failures with the service, you are entitled to:

Cancel your service contract with us.

Obtain a refund for the unused portion or compensation for its reduced value.

You are also entitled to choose a refund or replacement for major failures with goods.

If a failure with the goods or service does not amount to a major failure, you are entitled to have the failure rectified within a reasonable time.

If this is not done, you are entitled to a refund for the goods and to cancel the contract for the service, obtaining a refund of any unused portion.

To the extent allowed by law, our total liability under any claim arising directly or indirectly from any service or product will not exceed the fees paid by you for that service or product.

YOU AGREE THAT THE USE OF THIS SERVICE IS AT YOUR OWN RISK.

RELEASE OF LIABILITY:

By signing below, you agree to release and hold harmless Ace IT Support & Services, its agents, and service representatives from any and all liability associated with the performance of services or the provision of parts. You acknowledge that Ace IT Support & Services offers no explicit or implied warranty or guarantee for the services performed or the parts provided, other than the manufacturer’s warranty.

Furthermore:

You acknowledge that the nature of the services performed carries a potential risk of damage or loss, including but not limited to damage to your office, home, business computer hardware, cabling, hubs, routers, switches, peripherals, accessories, and furniture, as well as the potential risk of damage, corruption, or loss of computer software, applications, data, and data storage media.

You release Ace IT Support & Services and its representatives from all liability for any damage or loss, as well as any incidental or consequential material or financial damage or loss that may result from the actions of Ace IT Support & Services, its agents, or service representatives.

You grant Ace IT Support & Services, its agents, and service representatives permission to physically access your home or office property where your computer system and/or network reside.

You grant Ace IT Support & Services, its agents, and service representatives access, security rights, and permission to open, view, modify, edit, delete, or otherwise manipulate your computer software, applications, data, and data storage media, including but not limited to the computer Operating System, word processing, spreadsheets, databases, workflow, graphics, audio, video, system drivers and libraries, and any other type of software or data that may be contained on your computer system or network.

You grant Ace IT Support & Services, its agents, and service representatives permission to physically disassemble any and all computer systems, components, networks, cabling, hubs, routers, switches, peripherals, and accessories necessary to perform the services.

You grant Ace IT Support & Services, its agents, and service representatives permission to install hardware on your computer and/or network, including but not limited to processor chips, memory chips, cooling fans, batteries, hard drives, tape drives, storage devices, modem and communication devices, audio and video cards, network interface cards, hubs, routers, switches, printers, scanners, cables, and any other hardware requested by you.

You grant Ace IT Support & Services, its agents, and service representatives permission to download and/or install software on your computer and/or network, including but not limited to virus scanners, diagnosis and repair utilities, drivers, libraries, and software requested by you. Ace IT Support & Services does not check for licensing compliance for any software provided by you to be installed on their computer systems. It is the responsibility of you to have proper licensing for any software provided. Ace IT Support & Services reserves the right to refuse to install any software for which proper licensing cannot be demonstrated.

SAME-DAY SERVICE and SERVICE AREAS

To receive same-day service, you must be located in the established regional area. We cannot guarantee same-day service, whether it is onsite or through remote support. We reserve the right to cancel or reschedule an appointment at any time.

15-DAY MONEY BACK GUARANTEE

In certain circumstances, we will honor a 15-day money back guarantee if we have failed to provide adequate service or a solution to your problem.

What is not covered by our guarantee:

Failure of existing hardware or new hardware added.

Automatic or manual changes made to your environment by yourself or a third party.

Connectivity issues between you and your Internet Service Provider.