Money-Back Guarantee
HelloTech Australia Pty Ltd · ABN 21 675 579 674 · Version 1.0 · Effective 3 June 2026
The HelloTech Money-Back Guarantee is a voluntary promise offered by HelloTech Australia Pty Ltd (ABN 21 675 579 674) (“HelloTech”) on top of the rights you already have. It gives you confidence that if we cannot help, or you are not satisfied with our workmanship, you are not left out of pocket for our service. This Guarantee forms part of our Customer Service Agreement & Booking Terms and operates alongside your rights under the Australian Consumer Law (the “ACL”).
Your ACL rights come first
1. What the Guarantee is
If we attend and genuinely cannot resolve or meaningfully improve the specific issue you booked us to help with, or you are not satisfied with the quality of our workmanship on that visit, we will refund the labour charge for that visit. It is our way of standing behind the work our technicians do.
2. How it works
You pay for your visit as normal on the day. If you believe the Guarantee applies, contact us within 7 days of the visit (see below). For issues that are not a major failure, we may first offer to return and put the work right at no additional labour charge, which is often the fastest way to a good outcome. If we cannot put it right within a reasonable time, or you would prefer a refund of the labour for that visit, we will provide it.
3. What is covered
The Guarantee covers the HelloTech labour or service fee for the visit in question. It is one refund per issue, is not transferable, and is not redeemable for cash beyond the amount you actually paid us for that labour.
4. What is not covered
| Not covered by the Guarantee | Why / what applies instead |
|---|---|
| Parts and hardware supplied by us or a third party | Covered by the manufacturer's or supplier's warranty and your ACL rights, not this Guarantee |
| Work or issues outside the scope you booked | We can quote separately for additional work |
| Pre-existing, intermittent or unrelated faults we did not agree to resolve | Assessed on the facts; not an automatic refund |
| Where required access, information or follow-up steps were not provided | We need reasonable cooperation to complete the work |
| Call-out or failed-attendance fees | Apply where you cancel late or we cannot gain access; see our Cancellation & Refund Policy |
| Change of mind about hardware or a service already provided | Handled under our Cancellation & Refund Policy and supplier terms |
5. How to claim
| Channel | Details |
|---|---|
| Phone | 1800 HELLOTECH / (02) 9060 0275 |
| support@hellotech.com.au | |
| App | Manage Booking → Contact us about this job |
Please include your booking details and a short description of the issue. We assess each claim reasonably and on its facts. Approved refunds are made to your original payment method where possible, normally within 5–10 business days of approval.
6. If you are not satisfied
If you are not satisfied with a decision under this Guarantee, you may escalate through our Complaint Resolution Policy, and you retain every right under the ACL, including the right to contact NSW Fair Trading.
This Policy 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.