Terms of Service

1. Agreement to Terms

By booking an appointment online, over the phone, or requesting IT support services from Techtonic Shift ("we", "us", or "our"), you ("the Client") agree to be bound by these Terms of Service. If you are booking on behalf of a business, you warrant that you have authority to bind that business entity.

2. Service Provision & On-Site Requirements

Service Locations: We provide mobile on-site support across Greater Ipswich, Springfield, Forest Lake, and South-West Brisbane with zero call-out fees.
Adult Presence: For in-home services, an adult (aged 18 or older) must be present for the entire duration of the technician's visit.
Safe Work Environment: The Client must provide safe access, electricity, and a reasonable working space for our technicians.
Remote Access: Remote support requires an active internet connection and client authorization to launch software sessions.

3. Cancellation & Rescheduling Policies

We value your time and allocate dedicated technician windows for every booking. Please review our service-specific cancellation windows:

🏢 New Customer Consultations

Notice Window: At least 4 hours' notice required to cancel or reschedule.
Missed Appointments: Unreachable after multiple attempts during your 30-minute start window will result in booking cancellation, requiring online rebooking.

🏠 On-Site IT Support

Notice Window: Cancellations or changes must be made at least 6 hours prior to booking start time.
Late Fees: Cancellations under 6 hours or no-shows upon technician arrival incur a late fee equal to the 1-hour minimum ($79 home / $99 business).

💻 Remote IT Support

Notice Window: At least 2 hours' notice required to cancel or reschedule.
Late Fees: Cancellations under 2 hours or unreachable client within 30-minute start window incur a 1-hour service minimum fee.

4. Pricing, Rates & Payment Terms

Home Support Rate: $79 – $99 AUD per hour depending on location (billed in 30-minute increments after the initial hour). Check our service areas for your suburb rate.
Business Support Rate: $99 – $119 AUD per hour depending on location (billed in 30-minute increments after the initial hour). Check our service areas for your suburb rate.
Travel Surcharges for Online Bookings: For bookings completed online, initial prepayment covers the 1-hour base service rate. Any applicable location-based travel surcharges (Zone 1: +$0.00, Zone 2: +$9.99, Zone 3: +$14.99, CBD Zone: +$19.99) are billed and charged after the service is completed.
Home Prepayment Notice: Online home bookings require a 1-hour initial prepayment ($79). Clients wishing to pay AFTER service completion can book via phone at 07 3067 5570.
Payment Due Date: For phone bookings and business clients, payment is due immediately upon completion of service, unless prior credit terms have been arranged in writing.

5. "No Fix, No Fee" Policy Terms

Our "No Fix, No Fee" guarantee applies when our technician is unable to diagnose the technical problem or provide a valid repair solution.

Exceptions: If our technician correctly diagnoses the fault and proposes a valid solution (such as replacing a failed hard drive or motherboard) and the Client chooses not to proceed with the recommended repair, the standard 1-hour diagnostic fee applies.

6. Pre-Service Backup Duties & Data Loss Liability

⚠️ Mandatory Customer Backup Responsibility

The Client is solely responsible for maintaining independent backups of all data, photos, documents, and software prior to technician service. Operating on failing hardware or performing OS repairs carries inherent data risks. Techtonic Shift is not liable for data corruption or loss occurring during technical repairs.

To the maximum extent permitted by law, Techtonic Shift's total liability for any claim arising out of service provision is capped at the total amount paid by the Client for that specific booking.

7. Australian Consumer Law (ACL)

Our services come with guarantees that cannot be excluded under the Australian Consumer Law. Nothing in these terms excludes, restricts, or modifies any statutory rights or consumer guarantees guaranteed by the Competition and Consumer Act 2010 (Cth).

8. Governing Law

These terms are governed by and construed in accordance with the laws of Queensland, Australia. Any disputes relating to these terms shall be subject to the exclusive jurisdiction of the courts of Queensland.