These Terms and Conditions ("Terms") govern the provision of IT support, computer repair, home automation, and related technology services ("Services") by hugmypc, an Australian sole trader business operating on the Gold Coast, Queensland ("we", "us", "our"). By booking, requesting, or using our Services, you ("you", "your", "Client") agree to be bound by these Terms.
We recommend that you read these Terms carefully before using our Services. If you do not agree with these Terms, please do not book or use our Services.
We provide the following Services across the Gold Coast region:
Services are provided on a best-efforts basis with reasonable skill and care expected of a qualified IT technician. We reserve the right to decline any service request that is beyond our scope of expertise or that we determine is not feasible.
Service bookings can be made via our online booking form, phone, or email. All bookings are subject to availability and confirmation by us. A booking is only confirmed once you receive confirmation from us via email or phone.
We provide estimated arrival times or service windows for on-site visits. While we make every effort to arrive within the scheduled window, unforeseen circumstances may cause delays. We will notify you as soon as possible if we expect to be delayed.
You may cancel or reschedule your booking with at least 4 hours' notice prior to the scheduled appointment time without penalty. Cancellations made with less than 4 hours' notice, or failure to be present for a scheduled on-site visit, may result in a cancellation fee equal to our minimum callout charge.
We reserve the right to cancel or reschedule appointments due to illness, emergency, force majeure, or other circumstances beyond our control. In such cases, we will make reasonable efforts to notify you as soon as possible and reschedule your appointment at no additional cost.
Our fees are based on the time and materials required to complete the Services. We charge an hourly rate for labour, with a minimum charge that applies to all on-site and remote services. Specific rates will be provided in your quote or upon booking.
For on-site services, a travel fee may apply based on your location within the Gold Coast region. Travel fees cover our time and vehicle expenses to reach your location. Travel fees will be disclosed to you at the time of booking or in your quote.
For locations outside the Gold Coast area, additional travel surcharges may apply and will be quoted separately.
Where possible, we will provide you with a quote or estimate for the Services before commencing work. Quotes are valid for 30 days unless otherwise stated. If during the course of providing Services we discover additional work is required, we will contact you to discuss and obtain your approval before proceeding with any additional charges.
Payment is due immediately upon completion of Services unless alternative payment terms have been agreed in writing. We accept payment by cash, bank transfer, or electronic payment methods as specified.
For business clients, payment terms of 7 days from the date of invoice may be available upon approval. Overdue accounts may incur interest charges and collection costs.
Any parts, hardware, software licenses, or materials required for the Services will be charged separately. We will obtain your approval before purchasing parts or materials on your behalf. Parts and materials are non-refundable once purchased or installed.
All fees quoted are in Australian Dollars (AUD) and include GST where applicable.
You agree to provide us with:
IMPORTANT: You are responsible for maintaining backups of your data. While we take reasonable care when working with your devices and data, we strongly recommend that you backup all important files, documents, photos, and data before we perform any Services. We are not responsible for any data loss that may occur during the provision of Services unless caused by our negligence or wilful misconduct.
You warrant that all software installed on your devices is properly licensed and legal. We will not install pirated, unlicensed, or illegal software. You are responsible for obtaining and maintaining appropriate licenses for all software used in connection with our Services.
For on-site services, you agree to provide a safe working environment free from hazards. If we determine that the work environment is unsafe, we reserve the right to postpone or cancel the service until safe conditions are established.
We guarantee that our Services will be performed with reasonable skill and care expected of a qualified IT technician. If you are not satisfied with the quality of our Services, please contact us within 7 days and we will make reasonable efforts to remedy the issue at no additional charge.
Parts supplied by us carry the manufacturer's warranty. We will pass through any applicable manufacturer warranties to you. We do not provide warranties beyond those provided by the manufacturer.
Our Services come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a remedy if the Services are not provided with acceptable quality and skill, or if they are not fit for the purpose you told us about.
We do not guarantee that:
To the maximum extent permitted by law, our total liability to you for any loss or damage arising out of or in connection with our Services is limited to the amount you paid for the specific Services that gave rise to the liability.
To the maximum extent permitted by law, we exclude all liability for indirect, consequential, or incidental loss or damage, including but not limited to loss of profits, loss of business, loss of data, or loss of opportunity, even if we have been advised of the possibility of such loss.
We are not responsible for the performance, reliability, or compatibility of third-party products, software, or services, including but not limited to internet service providers, cloud services, smart home devices, or software applications. Our liability is limited to the proper installation and configuration of such products and services.
While we take reasonable precautions to protect your data, we are not liable for data loss unless directly caused by our negligence or wilful misconduct. You acknowledge that data loss can occur due to hardware failure, software issues, or other factors beyond our control.
We are not liable for damage or loss caused by your use or misuse of devices, software, or systems after we have completed our Services.
We will not be liable for any failure or delay in performing our obligations under these Terms if such failure or delay is due to circumstances beyond our reasonable control, including but not limited to:
In such circumstances, we will make reasonable efforts to notify you and reschedule the Services as soon as practicable.
We respect your privacy and handle your personal information in accordance with the Privacy Act 1988 (Cth) and our Privacy Policy. By using our Services, you consent to the collection, use, and disclosure of your personal information as described in our Privacy Policy.
We will keep confidential all information we obtain about you and your systems in the course of providing Services, except where disclosure is required by law or with your consent.
All intellectual property rights in any documentation, configurations, scripts, or materials created by us in the course of providing Services remain our property unless otherwise agreed in writing. You are granted a non-exclusive, non-transferable license to use such materials for your personal or business purposes.
You retain all intellectual property rights in your data and materials.
Either party may terminate an ongoing service arrangement with reasonable notice. If you terminate Services after work has commenced, you will be charged for work completed up to the point of termination, including any parts or materials ordered.
We reserve the right to refuse service or terminate our relationship with you if:
If you have a concern or complaint about our Services, please contact us first so we can attempt to resolve the issue. Most issues can be resolved through open communication.
If we are unable to resolve a dispute directly, you may refer the matter to the Office of Fair Trading Queensland or seek independent legal advice. These Terms are governed by the laws of Queensland, Australia.
These Terms, together with any quote or service agreement, constitute the entire agreement between you and us relating to the Services and supersede all prior agreements and understandings.
We reserve the right to update these Terms from time to time. The updated Terms will be posted on our website with a new "Last updated" date. Your continued use of our Services after changes constitutes acceptance of the updated Terms.
If any provision of these Terms is found to be invalid or unenforceable, that provision will be limited or eliminated to the minimum extent necessary, and the remaining provisions will remain in full force and effect.
Our failure to enforce any provision of these Terms does not constitute a waiver of that provision or any other provision.
These Terms are governed by the laws of Queensland, Australia. Any disputes arising from these Terms will be subject to the exclusive jurisdiction of the courts of Queensland.
If you have any questions about these Terms and Conditions, please contact us: