Cancelling before your support session
Please contact us as soon as possible if you need to cancel or reschedule. Where a prepaid service is cancelled before work starts, we may provide a refund or apply the payment to a rescheduled appointment, subject to any booking or cancellation conditions disclosed at purchase.
Once work has commenced
A session commences when a technician begins the agreed diagnosis or troubleshooting. A change of mind after services have been provided does not automatically entitle a customer to a refund. Your Australian Consumer Law rights continue to apply.
If we cannot fix the problem
Not every technology issue can be resolved remotely. If we cannot resolve the problem, we will explain what we identified and, where possible, recommend the next step. Whether a refund is available depends on the service purchased, the work performed and your rights under the Australian Consumer Law.
Consumer guarantees
Where applicable, our services come with consumer guarantees, including due care and skill and fitness for an agreed purpose where the legal requirements are met. A major problem may entitle you to cancel and receive a refund for the unused portion or another legal remedy. For a non-major problem, we may have an opportunity to remedy it within a reasonable time. Nothing in this policy limits your legal rights.
Missed appointments
If you do not attend an arranged session or cannot be contacted at the scheduled time, rescheduling or cancellation conditions may apply if disclosed when the service was booked.
Requesting a refund
Please provide your name, service date and a brief explanation so we can review the matter.