Terms and Conditions

Cost of the Service

The cost of the Remote Assistance Service is $40 per hour with a minimum cost of $25. For customers not local to Cowra, NSW, Australia a maximum cost of $120 is also included because any job that can be done by remote assistance is not likely to take any more than three hours. The $120 maximum cost is not provided for those local to Cowra, because customers local to Cowra have access to our Mobile Computer Repair Service which is a full service and therefore we can transfer customers to that service should we be unable to help them by remote assistance.  

Time that involves scanning a computer for spyware and viruses, is not charged at $40 per hour but $25 per program we run.

Payment

The customer needs to have $120 fully paid credit available to them before we commence helping the customer.

Credit / Refund for unused hours that have been paid for

As the customer pays for 3 hours work in advanced, any job that does not take 3 hours entitles the customer to a refund or credit. The customer may request a refund for unused hours by replying to the email they receive when we mark the job as complete. If no reply to the email is received we simply leave the amount we owe you on credit until your next request, and the credit will be deducted from the $120 the customer would otherwise have needed to pay on their next request. The customer obtains these credits by entering their Customer ID and Password they received the first time they used our service on the Remote Assistance Request Form.

Customers that paid by Paypal or credit card must receive their refund the same way they paid. The customer may not choose another method for receiving the refund. Customers paying by cheque/money order or direct debit may choose to have their money refunded an alternative way, except they cannot request the payment to be made via their credit card.

Complaints

If you are not satisfied with the work we did, the customer has 2 weeks (14 days - including non-business days) to lodge a complaint. To be eligible for a refund the customer must let us log in to their computer by remote assistance to check the problem. In some cases we may allow the customer to present us with a report from another computer business, but if it is possible for us to check ourselves by remote assistance then usually we require that the customer lets us connect. In cases where we allow the customer to provide us with a report from another business, we will only issue refunds should we be able to prove by calling the business that the report is genuine.

For the customer to be eligible for a refund under these circumstances the same symptoms that the customer originally complained about on the the request form must still exist.   

Method of Calculating Credit and Refunds

Refunds or credits are calculated on the basis of hours that have been paid for compared against hours actually used. In the case of jobs that have a fixed rate of $25 instead of an hourly charge, the customer should note that $25 is the equivalent of 35 minutes of work. Hence if we charge the customer $25 for scanning their computer for viruses/spyware, we simply add 35 minutes to the number of hours used. Therefore if the customer uses 2 hours of the 3 hours they originally paid for, they will be eligible for a credit or refund of $40.00 (because they have an hours work unused and we charge at $40 per hour).

If we cannot solve your problem.

In cases where we have attempted to solve your problem, but were unable to do so due to the limitations of Remote Assistance, customers local to Cowra will be transferred to our Mobile Repair Service where we can provide a full service and will therefore be charged according to our advertising for this service. Customers not local to Cowra will receive a refund of any amount they have paid.

Disclaimer

While we take great care with our work, under no circumstances are we to be held accountable for any loss or damage beyond refunding the $120 the customer had in credit at the start of the request. While the risk is very small, it is possible for methods that work 99% or more of the time, to cause the odd computer to crash due to some reason that is unknown at the time. While in such cases those local to Cowra will be transferred to our Mobile Repair Service so that we can correct the problem ourselves, those not local to Cowra may need to find help elsewhere in such circumstances. Customers not local to Cowra are compensated in such cases by receiving a refund of the $105 credit they had available at the start of the request. We will however fully cooperate with the customer in helping them get their computer back up and running. If appropriate we may spend some time on the phone seeing if we can help you that way, otherwise we will be willing to write up a report that will help a local technician find the problem easily.

While doing work for the customer we do take a few precautions and back up any important Windows or program files that we overwrite, and backup any registry entries we modify or delete.

The customer is responsible for backing up their data

Customers should backup their data regularly whether or not a problem exists with their computer. It is also a good idea to backup your data before obtaining help from us or any other technician. Should any loss of data happen due to any problem listed in the previous section, we are not responsible for any loss. Keep in mind that in the day to day running of our Mobile Repair Service we come across many a customer with problems getting into Windows. When such problems involve a reformat we actually take the Hard Drive out of the customers machine and use our own machines to get the data for the customer before we reformat which works most of the time, so data loss is rarely a problem if you have a local technician willing to the same as we do, unless of course you have a faulty hard drive or your My Documents folder is so well protected that it can’t be accessed by someone not logged in on the same Windows account the My Documents folder belongs to.