Service Terms & Conditions

These Service Terms & Conditions apply to IT support, diagnostics, repairs, upgrades, setup, remote support, custom PC work and other services supplied by AJP Digital Services.

They should be read together with:

• any quote or agreed scope of work;
• the Booking & Cancellation Policy; and
• any written repair notice provided for equipment accepted for repair.

If a specific quote or written agreement contains different terms for a particular job, the specifically agreed terms will apply to that job.

AJP Digital Services aims to provide practical, honest technology support based on the customer's needs.

Where appropriate, we will investigate repair or upgrade options before recommending replacement.

Recommendations are based on the information and condition available at the time of service.

Before work begins, AJP Digital Services will establish the requested work or the problem being investigated as clearly as reasonably possible.

Technology problems can sometimes reveal additional faults or requirements once troubleshooting begins.

If additional work would materially change the agreed scope or cost, customer approval will be requested before that additional work proceeds.

Minor diagnostic steps reasonably necessary to investigate the agreed problem may be performed as part of the service.

A quote sets out the price for the work described in that quote, subject to an approved change in scope or a newly discovered requirement that could not reasonably have been identified beforehand.

An estimate is an indication of expected cost based on the information available at the time and may change as the work becomes clearer.

AJP Digital Services will honour an accepted quote unless:

• the customer requests additional work;
• the agreed scope changes;
• an additional fault or requirement is discovered that could not reasonably have been identified beforehand; or
• the customer agrees to a change.

Where further work or cost is required, this will be discussed before proceeding.

Some technology faults are intermittent or depend on circumstances that may not occur while the equipment is being inspected.

AJP Digital Services will use reasonable care and appropriate diagnostic methods, but a fault may not always be reproducible during a service visit or diagnostic period.

Diagnostic findings and job reports reflect the equipment and information available at the time of assessment.

Where a cause cannot be confirmed, AJP Digital Services will aim to make that uncertainty clear rather than present a suspected cause as confirmed.

Computers, phones, tablets, storage devices and other technology can contain important personal or business data.

Repair, troubleshooting, upgrades, operating-system work, storage replacement and failing hardware can involve a risk of data loss.

Customers should maintain a current backup of important information where reasonably possible.

If important data is not backed up, please tell AJP Digital Services before work begins so that available options can be discussed.

AJP Digital Services will take reasonable care when handling customer data and equipment.

Nothing in these terms excludes responsibility where loss or damage results from a failure by AJP Digital Services to exercise the care and skill required by law.

A separate Australian Consumer Law Repair Notice will be provided directly where required before equipment is accepted for repair. A website link alone does not replace giving that written notice.

The customer authorises AJP Digital Services to access the device, system or account to the extent reasonably necessary to perform the agreed work.

Access will be limited to what is reasonably relevant to providing the service.

Where possible, customers should enter passwords or PINs themselves rather than giving them to AJP Digital Services.

AJP Digital Services will not ask a customer to provide banking passwords, payment-card security codes or one-time authentication codes.

If a temporary device or account credential is genuinely needed to complete agreed technical work, AJP Digital Services will discuss an appropriate way to provide access. Where practical, temporary credentials should be changed or removed after the work is complete.

Please do not send passwords through email or website chat.

Where remote support is used, the customer authorises AJP Digital Services to remotely access the agreed device for the purpose of providing support.

The customer may end an attended remote-support session at any time.

Permanent or unattended remote access will not be enabled without the customer's knowledge and agreement.

Customers should provide accurate information about the problem and tell AJP Digital Services about anything that may materially affect the work, including:

• previous repairs or modifications;
• known physical or liquid damage;
• important data that is not backed up;
• unusual account or security requirements; and
• equipment owned or managed by an employer or another organisation.

The customer must have authority to request work on the equipment, account or service involved.

Where parts are required, AJP Digital Services will aim to recommend appropriate and compatible components.

Availability can change between quotation and purchase.

A materially different substitution will not be made without customer approval.

AJP Digital Services will tell the customer before supplying or installing a used or refurbished replacement part.

Manufacturer or supplier warranties may also apply to parts supplied.

These are additional to any rights that apply under Australian Consumer Law.

Custom PC specifications are based on the customer's stated needs, budget and available components at the time of quotation.

Part availability and supplier pricing can change.

Any material substitution to an accepted build will be discussed before purchase or installation.

Deposits or payment for parts may be required before components are ordered.

If a customer cancels after specifically approved parts or custom-order items have been purchased, AJP Digital Services will discuss any supplier return restrictions or costs that apply.

Any refund or remaining amount will be handled fairly based on the circumstances, supplier return options and any rights that apply under Australian Consumer Law.

Estimated build and delivery times are estimates unless a specific deadline has been expressly agreed.

AJP Digital Services may assist customers with products or services provided by third parties, such as:

• internet providers;
• Microsoft, Google or Apple services;
• email providers;
• software applications;
• cloud services;
• hardware manufacturers; and
• telecommunications providers.

AJP Digital Services cannot control third-party outages, account restrictions, service changes, discontinued products, provider policies or faults within systems operated by those providers.

Where a problem appears to be with a third-party provider, AJP Digital Services may recommend that the customer contact that provider or may assist with that process where agreed.

A device can sometimes have more than one fault at the same time, and another issue may become apparent while work is being carried out.

If another fault becomes apparent, AJP Digital Services will consider whether it appears related to the work performed and explain the available next steps.

Where appropriate, work will be tested before being considered complete.

If the original problem returns after service, please let AJP Digital Services know.

Some intermittent problems can return even after testing. AJP Digital Services will review the circumstances, consider whether the issue relates to the work completed and explain the available next steps.

Payment requirements will be explained before or during the service as appropriate.

Payment may be requested through:

• bank transfer;
• card;
• invoice payment link; or
• another approved method shown on the invoice.

Parts, custom orders or other significant purchases may require upfront payment.

Invoices should be paid by the due date shown on the invoice unless another arrangement has been agreed.

Booking fees, cancellations, rescheduling and missed appointments are handled under the AJP Digital Services Booking & Cancellation Policy.

Occasionally work may be delayed by matters such as:

• unavailable parts;
• supplier delays;
• third-party support;
• internet or service outages;
• difficult-to-reproduce faults; or
• circumstances outside AJP Digital Services' reasonable control.

Where a material delay occurs, AJP Digital Services will aim to keep the customer informed.

AJP Digital Services provides goods and services subject to rights and guarantees that may apply under the Australian Consumer Law.

Nothing in these terms is intended to exclude, restrict or modify a consumer guarantee, remedy or other right that cannot legally be excluded.

AJP Digital Services will provide services with the care and skill required by law and will provide an appropriate remedy where legally required.

If you are unhappy with work performed, please contact AJP Digital Services and explain the problem.

The aim is to understand what has happened and provide a fair and practical resolution.

These terms are governed by the laws applicable in New South Wales, Australia, together with applicable Commonwealth laws.

These terms may be updated as AJP Digital Services' services or business systems change.

The terms that applied when a service was agreed will not be retrospectively changed simply to disadvantage the customer.

AJP Digital Services

Central Coast, NSW

ABN 56 241 331 589

alex@ajpdigitalservices.au