1. Definitions
- "Customer", "you", or "your" refers to the individual or business entity engaging GoGeeks for Services.
- "Service(s)" refers to any technical support, hardware repair, network setup, Managed IT, telecommunications provision, or consulting provided by GoGeeks.
- "Device" refers to any computer, laptop, server, mobile phone, networking equipment, or peripheral provided to us for service.
- "Scope of Work" refers to the specific tasks, repairs, or deliverables outlined in a written quote, invoice, or Managed Services Agreement (MSA) provided to the Customer.
2. Scope of Service & Out-of-Scope Work
- Strict Scope: GoGeeks will only perform the Services explicitly outlined in the agreed Scope of Work, initial diagnostic report, or quote.
- Scope Creep & Additional Billing: Any requests to investigate secondary issues, configure additional devices, or perform tasks outside the original Scope of Work will be considered a new request and billed accordingly at our standard hourly rates or fixed-fee pricing.
- Service & Resolution Limitations: While GoGeeks will exercise all due care and skill to resolve your technical issues, we cannot guarantee that every issue can be successfully repaired. We reserve the right to refuse service or classify a repair as unresolvable due to factors beyond our control, including but not limited to: obsolete equipment, irreparably damaged hardware, the permanent unavailability of compatible replacement parts, or heavy malware infestation where a clean wipe is refused by the Customer.
3. Diagnosis, Estimates & Recommendations
- Diagnosis & Quotations: Upon arriving onsite to assess a Device, we will perform a diagnosis to identify the fault. We will provide an estimate or formal quotation for the required parts and labour, and will not commence major repairs without your explicit approval.
- Service Timeframes: Any timeframes provided for repairs or onsite visits are estimates only. They are subject to change based on the complexity of the issue, part availability, or hidden faults discovered during the repair process.
- Technician Recommendations: Our technicians may recommend hardware upgrades or replacements to improve performance. These recommendations are based on our current assessment of the Device but are not guaranteed to resolve all underlying or future issues.
- Diagnostic Fees: If you choose not to proceed with a repair after a diagnosis has been provided, a standard diagnostic fee will apply to cover the technician's time.
4. Service Fees, Billing Increments & "No Fix, No Fee"
- Onsite Service Minimums: All onsite technical support is charged at a minimum of one (1) hour of labour. After the first hour, labour is billed strictly in thirty (30) minute increments.
- Remote & "Return to Base" Repairs: Remote helpdesk support and offsite (Return to Base) repairs are billed according to the specific rates outlined on our Pricing Page.
- "No Fix, No Fee" Conditions: If we offer a "No Fix, No Fee" guarantee for a specific service, it applies only if we lack the technical capability to resolve the issue. If we successfully diagnose the fault and offer a clear solution, but you decline to approve the repair or purchase the necessary parts, our standard diagnostic or minimum labour fee will still apply.
- Liability for Compromised Accounts: The Client is solely responsible for maintaining the strict security and confidentiality of all administrative credentials, passwords, and API keys associated with their GoGeeks services, including but not limited to cloud infrastructure, virtual private servers (VPS), and Electronic Direct Mail (EDM) systems. If the Client’s account, server, or software is compromised by an unauthorized third party due to weak credentials, user negligence, or a failure to maintain adequate security protocols, the Client accepts full and exclusive financial liability for all resulting charges. This includes all excess bandwidth costs, compute overages, and bulk SMTP or email sending fees billed to GoGeeks by upstream infrastructure providers as a result of the breach.
5. Onsite Service Obligations & "Return to Base"
- Access to Premises: You must provide our technicians with safe, hazard-free, and appropriate access to your home or business premises, including necessary electricity, internet access, and parking.
- Zero Tolerance: We operate a zero-tolerance policy towards abuse, harassment, or unsafe conditions. Our technicians reserve the right to immediately terminate an onsite visit if these conditions are violated, and the minimum one-hour call-out fee will apply.
- Return to Base (Workshop Repair): As we operate a mobile and remote-first IT service without a public storefront, we do not accept customer drop-offs. Certain complex hardware failures, deep virus scans, or data recoveries cannot be efficiently resolved onsite. In such cases, with your approval, the technician will transport the Device back to our private workshop for repair and return it to your location once completed.
6. Access to Systems, Passwords & Data
- To perform our Services, you must provide us with full access to the required devices, including administrative passwords, PIN codes, software licence keys, and decryption keys (e.g., BitLocker).
- We respect your privacy. Our technicians will only access files, folders, and data strictly necessary to complete the agreed Scope of Work.
7. The "Data Loss" Waiver & Backup Obligations
You acknowledge that IT repairs, virus removals, and hardware replacements carry an inherent risk of data loss.
- Backups are Your Responsibility: It is your strict obligation to ensure all critical files, photos, databases, and software are fully backed up prior to our technicians commencing work on any device, server, or network.
- No Liability for Data Loss: Under no circumstances shall GoGeeks be held liable for the loss, corruption, alteration, or exposure of data, software, or files that occur during diagnosis, repair, data recovery attempts, or remote support sessions.
8. Pre-Existing Conditions & Hardware Disclaimers
Devices requiring repair often have underlying, hidden, or secondary issues.
- Coincidental Hardware Failure: Electronic devices and their internal components degrade over time and can fail without warning. If a Device suffers a spontaneous hardware failure (such as a motherboard dying, a screen failing, or a hard drive crashing) during a standard diagnosis or while undergoing unrelated repairs, GoGeeks will not be held liable for the replacement of the Device or its components, provided the failure was not the direct result of our negligence.
- Inherent Risk of Internal Upgrades: Opening a device to perform physical upgrades (such as replacing RAM, storage drives, or batteries) carries inherent risks. The act of opening an aged chassis, disconnecting power paths, or reseating components can occasionally trigger imminent, hidden hardware faults to surface. GoGeeks is not liable if a device fails to power on or function properly after internal components are accessed, provided our technicians followed standard industry safety and anti-static (ESD) procedures.
- Fragile Components: We are not liable for incidental damage that occurs during the standard repair process due to pre-existing wear and tear, brittle plastics, swollen batteries, or liquid damage.
- "Dead on Arrival" or Boot Loops: If a device is in an unbootable state when collected by our technician (e.g., stuck in a boot loop, BSOD, or completely dead), GoGeeks is not responsible if the device remains unbootable or if the storage drive requires a complete wipe to restore functionality.
9. Cybersecurity & Third-Party Outages
For our Managed IT, Consulting, and Cloud clients:
No Guarantee of Absolute Security: While we implement industry-standard security architectures, no system is 100% immune to cyber threats. GoGeeks does not guarantee absolute protection against hacking, malware, ransomware, or zero-day exploits.
Third-Party Downtime: We are not liable for service interruptions, financial losses, or data breaches caused by third-party infrastructure providers (e.g., Amazon Web Services, Aussie Broadband, Microsoft, or specific hardware vendors).
10. Australian Consumer Law (ACL) & Warranties
Our goods and services come with guarantees that cannot be excluded under the Australian Consumer Law.
For Major Failures: You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage.
For Minor Failures: You are entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.
GoGeeks Workmanship Warranty: We provide a standard 30-day warranty on our repair labour. If the exact same software issue reoccurs within 30 days, we will address it at no additional labour cost.
Exceptions: This warranty is voided if the device is tampered with by the user or a third party, if new viruses/malware are downloaded, or if the issue stems from a separate hardware failure. Hardware parts supplied by us carry their own manufacturer’s warranty.
11. Refund Policy
In accordance with Australian Consumer Law:
- Services Rendered: Labour, diagnostic fees, and call-out fees are non-refundable once the service has been performed, regardless of the repair outcome, provided the service was carried out with due care and skill.
- Hardware & Parts: Refunds for hardware or custom-ordered parts will only be provided if the item is faulty, unfit for purpose, or does not match the description. Change-of-mind refunds on opened hardware are not accepted.
- To request a warranty claim or refund assessment, please contact our support team.
12. Pricing, Payment Terms & Default
Transparent Pricing: Full details regarding our current hourly rates, minimum consultation fees, call-out charges, and fixed-price services can be found on our website at: https://www.gogeeks.com.au/pricing.
- GST: All fees and prices quoted are inclusive of Goods and Services Tax (GST) unless explicitly stated otherwise.
- Payment Due: Unless a B2B account or monthly Managed Services agreement is in place, payment for all break-fix repairs, hardware, and onsite support is strictly due immediately upon completion of the service.
- Payment Methods & Authorisation: Payment can be made via EFTPOS or bank transfer upon job completion. By booking or purchasing our services, you authorise GoGeeks to debit the specified account or card for the agreed fees due.
- Unpaid Invoices: GoGeeks reserves the right to charge late fees on overdue invoices and suspend remote support, software licences, or telecommunications services until the account is settled.
13. Cancellations & Rescheduling
- Cancellations: Cancellations require at least 24 hours’ notice. If less than 24 hours' notice is provided, a cancellation fee will apply, equivalent to the cost of the first hour of onsite service, to compensate for lost time and travel expenses.
- Rescheduling: Appointments may be rescheduled with at least 24 hours' notice. Late changes (less than 24 hours) may incur additional fees, equivalent to the cost of the first hour of onsite service.
14. Abandoned Goods Policy
If we hold a device at our workshop following a "Return to Base" repair, and you fail to arrange delivery, accept its return, or pay the outstanding invoice within 60 days of being notified that the device is ready, the device will be deemed abandoned.
- In accordance with the Australian Consumer Law and Fair Trading Act 2012 (Vic) regarding uncollected goods, GoGeeks reserves the right to securely wipe all data and sell, recycle, or dispose of the device to recover unpaid labour and parts costs.
15. Telecommunications & nbn® Services
As a reseller of telecommunications services (including nbn®, Phone, and Mobile):
- All internet and voice services are subject to the upstream wholesale provider's network availability, Service Qualification (SQ), and fair use policies.
- Emergency Services: Voice services (VoIP) may not function during power outages or local network failures. You must ensure you have an alternative way to contact Emergency Services (Triple Zero) if required.
- TIO Escalation: If you have a dispute regarding your telecommunications service that we cannot resolve, you have the right to contact the Telecommunications Industry Ombudsman (TIO) at www.tio.com.au.
- nbn® is a registered trademark of nbn co ltd.
16. Termination and Suspension
GoGeeks reserves the right to terminate or suspend services immediately if:
- You fail to comply with these Terms.
- Outstanding fees remain unpaid past their due date.
- Issues arise beyond our reasonable control (e.g., safety concerns, harassment, or hazardous environments).
17. Limitation of Liability
To the maximum extent permitted by law, GoGeeks will not be liable to you (whether in contract, negligence, or otherwise) for any:
- Indirect, incidental, or consequential losses (e.g., data loss, business disruption).
- Interruption of business.
- Loss of revenue, profits, or business reputation.
- Delays or service disruptions.
- Loss, alteration, or corruption of data, software, or media.
- Viruses or system failures.
- Events beyond our reasonable control.
- Issues resulting from third-party software or hardware.
18. Amendments to Terms
GoGeeks reserves the right to update or modify these Terms at any time. Any changes will be published on our website and will take effect immediately upon posting. Your continued use of our Services following any updates constitutes your acceptance of the revised Terms.
19. Severability
If any provision of these Terms is deemed invalid, void, or unenforceable by a court of competent jurisdiction, that specific provision shall be severed from this agreement, and all remaining provisions will continue in full force and effect.
20. Governing Law
These Terms & Conditions are governed by and construed in accordance with the laws of Victoria, Australia. Any disputes arising under these Terms shall be subject to the exclusive jurisdiction of the courts of Victoria.
21. Contact Information
If you have any questions regarding these Terms, quotes, warranties, or services, please contact us:
Email: info@gogeeks.com.au
Phone: +61 (03) 7066 8877
Postal Address: PO Box 23262, Docklands, Victoria - 3008, Australia