Customer Service Agreement & Booking Terms

1. Definitions

• Booking — a request for Services confirmed by HelloTech.
• Technician — an independent contractor engaged by HelloTech to perform the Services.
• Call-out fee — the minimum attendance fee payable for a technician attending your premises.
• ACL — the Australian Consumer Law (Schedule 2 to the Competition and Consumer Act 2010 (Cth)).

2. Booking and acceptance

• When you submit a Booking, you make an offer to acquire the Services. A contract is formed when we confirm the Booking (by email, app notification or verbal confirmation).
• You must provide accurate details about the device(s), the issue, the service address, and any access, parking or safety considerations. Inaccurate or incomplete information may lead to delays, additional charges, or our inability to complete the Services.
• You must be 18 or over, and either own the relevant equipment/ premises or be authorised to request work on it.

3. Scope of Services

HelloTech provides consumer and small-business technology support, including smart-home installation and configuration, networking and Wi-Fi, TV and entertainment systems, computer and IT support, security and CCTV, and business IT. The specific scope of each job is as described at the time of Booking. Work outside that scope may require a new or varied Booking and additional charges, which we will discuss with you before proceeding where reasonably practicable.

What we do not warrant

We will use due care and skill, but we do not guarantee that every fault can be resolved, particularly where caused by third-party hardware, software, internet providers, or pre-existing defects outside our control. Where a fault cannot be economically resolved, we will tell you and discuss options before incurring further cost.

4. Your responsibilities

• Provide safe, reasonable access to the premises and equipment, and a responsible adult (18+) present for the duration of an in-home appointment.
• Back up your data before any service involving computers, storage or devices. While our technicians take care, you are responsible for maintaining your own current backups, and to the extent permitted by law we are not liable for data loss that backup would have prevented.
• Disclose known hazards at the premises (for example asbestos, aggressive animals, electrical faults, or biohazards).
• Hold any necessary permissions (for example from a landlord, strata, or building manager) for the work requested.
• Ensure relevant passwords, licences and account access are available where needed to perform the Services.

5. Pricing, quotes and payment

• Prices are quoted in Australian dollars and, for consumers, include GST unless stated otherwise. A call-out fee and/or minimum labour charge may apply, as disclosed at Booking.
• Quotes are estimates based on the information you provide and are valid for 30 days unless stated otherwise. If the work required differs materially from what was quoted, we will seek your approval before continuing.
• Parts and third-party hardware are charged in addition to labour unless expressly included.
• Payment is due on completion of the Services unless we agree otherwise in writing. We may require pre-authorisation or a deposit for certain jobs. We accept the payment methods shown in our app or advised by our team.
• Overdue amounts may accrue reasonable interest and recovery costs, and we may withhold further Services until payment is made.

6. Australian Consumer Law guarantees

Our Services come with guarantees that cannot be excluded under the ACL. Among other things, our Services are guaranteed to be provided with due care and skill, to be reasonably fit for any purpose you make known to us, and to be supplied within a reasonable time. For major failures with the Services you are entitled to cancel your contract and obtain a refund for the unused portion, or to compensation for the reduced value of the Services. You are also entitled to be compensated for any other reasonably foreseeable loss or damage from a failure. If the failure does not amount to a major failure, you are entitled to have problems with the Services rectified in a reasonable time, and if this is not done, to cancel and obtain a refund for the unused portion.

7. Workmanship warranty

In addition to your ACL rights, HelloTech warrants its labour against defects in workmanship for 30 days from completion. If a fault we worked on recurs due to our workmanship within that period, we will re-attend to rectify it at no additional labour charge. This warranty does not cover new or unrelated faults, third-party hardware or software defects, issues caused by misuse, changes made by others, or factors outside our control. Manufacturer warranties on supplied hardware are as provided by the manufacturer.

8. Limitation of liability

Nothing in this Agreement excludes or limits any right or remedy you have under the ACL that cannot be excluded. Subject to that, and to the maximum extent permitted by law: (a) where we are liable for failing to comply with a consumer guarantee in relation to Services, our liability is limited (at our option) to resupplying the Services or paying the cost of resupply; (b) we are not liable for indirect or consequential loss; and (c) our total liability arising out of a Booking is otherwise limited to the amount you paid for that Booking. We are not liable for loss caused by your failure to back up data, by hazards you did not disclose, or by factors beyond our reasonable control.

9. Remote support

Where Services are provided remotely, you authorise our technician to access your device for the agreed purpose. You should close confidential material before the session, remain present, and end the session if you are uncomfortable. Remote access is logged. Our Customer Device Handling SOP governs how technicians access and protect your data.

10. Cancellations and refunds

Cancellations, rescheduling and refunds are governed by our separate Cancellation & Refund Policy, which forms part of this Agreement.

11. Privacy

We handle your personal information in accordance with our Privacy Policy. By making a Booking you consent to that handling, including sharing necessary details with the assigned technician.

12. Health and safety

Our technicians may pause or decline to perform Services if the premises or task presents an unacceptable safety risk, consistent with our Work Health & Safety Policy and the Work Health and Safety Act 2011 (NSW). We will work with you to find a safe solution.

13. Disputes and complaints

If you are unhappy with any Service, please contact us first so we can make it right, in accordance with our Complaint Resolution Policy. You also retain your rights to contact NSW Fair Trading or the ACCC.

14. General

• Governing law: this Agreement is governed by the laws of New South Wales, Australia, and the parties submit to the non-exclusive jurisdiction of its courts.
• If any provision is found invalid, the remainder continues in force.
• We may update these Booking Terms from time to time; the version in force at the time of your Booking applies to that Booking.
• This Agreement, together with the documents it refers to, is the entire agreement between you and HelloTech for the Services.

15. Contact

This Agreement is governed by the laws of New South Wales, Australia. HelloTech Australia Pty Ltd (ABN 21 675 579 674). Version 1.0, effective 3 June 2026 — this is the current version and supersedes all earlier versions.