Terms of Service

In these terms, “HelloTech”, “we”, “us” and “our” refer to HelloTech Australia. “You” refers to the person booking or using our services. These terms are written in plain English and are general in nature. They are not legal advice.

1. Our services

HelloTech connects you with vetted, background-checked technicians who provide in-home and small-business technology support across Sydney, NSW and surrounding areas. Services may include computer repairs, Wi-Fi and internet setup, virus and malware removal, smart home setup, TV wall mounting and related tech support.

2. Acceptable use

You agree to use our website and services lawfully and in good faith. In particular, you agree not to:

• Provide false, misleading or incomplete information when booking;
• Ask a technician to perform work that is unsafe, unlawful, or outside the agreed scope;
• Attempt to engage a HelloTech technician privately to avoid our booking process or fees;
• Use the site to disrupt, harm or gain unauthorised access to our systems or those of others.

3. Bookings & cancellations

When you submit a booking, you make a request for service. A booking is confirmed once we accept it and allocate a technician. We aim to offer same-day appointments where a technician is available, but availability cannot be guaranteed. An adult must be present at the address for the duration of the visit.

If you need to reschedule or cancel, please let us know as early as possible. We may apply a reasonable fee for cancellations made at very short notice, or where a technician has already travelled to your location. Any such fees will be made clear to you beforehand.

4. Pricing & quotes

We provide upfront, transparent pricing. The price for a job is confirmed with you before work begins. You do not pay anything online to make a booking. Payment is settled on site after the work is completed. If the scope of work changes once the technician is on site, the technician will discuss this with you and re-confirm the price before continuing. Quotes and estimates are valid for a reasonable period and may change if the actual requirements differ from what was described.

5. Independent contractor model

HelloTech technicians are independent contractors, not employees or agents of HelloTech. They run their own businesses and exercise their own professional judgement when performing work. HelloTech vets technicians, sets quality and conduct standards, and facilitates bookings, scheduling and support, but the work itself is performed by the independent technician allocated to your job.

6. Warranties & satisfaction guarantee

We stand behind the quality of our work. If you are not satisfied with a completed job, contact us promptly and we will work with you in good faith to put it right. Nothing in these terms excludes, restricts or modifies any guarantee, right or remedy you have under the Australian Consumer Law that cannot lawfully be excluded.

7. Liability

Our services come with guarantees that cannot be excluded under the Australian Consumer Law. To the maximum extent permitted by law, and other than for those non-excludable guarantees, our liability for any loss or damage arising from your use of our website or services is limited, at our option, to re-supplying the relevant service or paying the cost of having it re-supplied. We are not liable for loss of data, so we strongly recommend you back up your data before any service that may affect it.

8. Your responsibilities

You are responsible for providing safe access to the work area, accurate information about the issue and the devices involved, and for backing up important data beforehand. Please let us know of any hazards or special access requirements at your property before the visit.

9. Privacy

Our handling of your personal information is described in our Privacy Policy, which forms part of these terms.

10. Changes to these terms

We may update these terms from time to time to reflect changes to our services or legal requirements. The current version will always be available on this page, with the “last updated” date shown above. Continued use of our website or services after a change means you accept the updated terms.

11. Contact us

If you have any questions about these terms, get in touch at hello@hellotech.com.au or call us on 1800 HelloTech.

This page provides general information only and is not legal advice. For advice specific to your circumstances, please consult a qualified professional.