MUST READ
How Our Billing Works
We don't like surprise bills and we doubt you do either.
We only want to work with people that get us. We're extremely fair.
Let's start on the right foot and dispel any confusion. Here's a quick rundown of how our billing works.
As a service business, we sell time — a limited resource directly tied to our billing.
We bill a minimum time for each job as it reserves our calendar for you, making that time unavailable for other customers and unsellable elsewhere.
Please remember our 24-work hour cancellation policy. Without sufficient notice, a 1-hour minimum fee applies to cover our reserved time commitment.
Both on-site and remote support have a 60-minute minimum time commitment. Billed in 30-minute blocks thereafter.
All on-site jobs are billed for travel time to the site.
Same-day requests may be accommodated but incur an additional fee.
We invest a lot of time and money on marketing and advertising.
These are costs we need to consider when structuring our billing.
Let's use a couple of examples
Q: Why am I billed for 60 minutes when my issue only took 10 minutes to resolve?
A: When you schedule a remote support call with us, we reserve a full 60-minute block in our calendar specifically for you, making it unavailable to other clients. In this scenario, we spent 10 minutes discussing, resolving, and documenting your issue. However, since we committed this time solely to you, the minimum billing is 60 minutes.
We understand some clients may feel that charging 60 minutes for a 'quick fix' is excessive. However, if it only took us a few minutes to resolve your issue, it’s a testament to the level of expertise and experience we provide. Our team’s skill means that what may take others significantly longer, we can often address in a fraction of the time. This minimum billing policy allows us to maintain high standards and ensures our availability to respond to your needs efficiently.
Would you rather we took 2 hours instead fumbling around like some of the amateurs out there?
We spend 20 minutes driving to the site and provide 1 hour of support to resolve a problem. In total, we've spent 1 hour and 20 minutes, this is rounded to and billed as 1 hour and 30 mins.
Q: What if my computer issue returns the next day? Do I get a free follow-up visit?
A: Computer issues can be complex, and our on-site time is dedicated to the specific concerns you’ve shared. If an issue reappears or you notice something we weren’t informed about, there is no free follow-up.
We do our best to cover major essentials like personal files and email, but we can’t possibly know every detail of how you use your computer or which programs are crucial to you. For example, if you use a local calendar or address book and didn’t mention it, we wouldn’t know to check it. Our responsibility extends only to what was discussed and resolved during the visit; additional visits are billed separately. Your help in identifying all concerns while we’re on-site ensures we can fully support your needs.
If there's anything you've read above and you don't agree. Please choose another IT provider, we only want customers who agree with our common sense approach. We're extremely fair in the way we do business which is why we have a massive percent of repeat customers and raving 5 star reviews.
We just want to avoid the small number of people out there who see the world differently.
Payment Terms
Invoices are due upon receipt, not at your discretion
We provide priority service, we expect prompt payment.
To deter overdue payments, a $35 fee per follow-up will be added to your invoice, with no limit on attempts or fees.
We work hard—timely payment isn’t too much to ask.
Frequently Asked Questions
What kinds of services
do you offer?
On-site Microsoft Windows desktop and laptop, software and hardware repairs. We provide upgrade options where available including brand new computers. We also perform maintenance to improve your existing computers performance.
How long will it take
to fix my issue?
We resolve most basic computer issues within an hour. However if we expect the issue to be more serious we'll usually be able to tell you within the first 15 minutes of working on your device.
Can you diagnose
issues over the phone?
We would love to, but providing this kind of support exposes our business to a variety of serious risks. Providing advice may make us liable for any accidents, injuries and damage resulting from you attempting to repair or service your own equipment.
What if I want to cancel a service?
No problem! Please call our team on 07 5448 3096 at least twenty-four (24) hours before your scheduled appointment and let us know.
Failure to give us reasonable notice will require you to pay for the initial appointment in full regardless of whether any services were provided.
Do you provide support
for small businesses?
We're well trained in both home and small business technical support. We provide additional services to small business from website design to system options focused on improve their businesses, in addition to ongoing support to keep your technology going strong.
What if my computer or laptop is broken and can't be fixed?
We provide super convenient on-site backup and recovery of your important data and can transfer it to a new computer. We typically stock new computers in our vehicles and a variety of major components to help get you back up and running.
Do you charge extra
for same-day service?
To serve you better we charge a fee equivalent to 30 mins of our time, this is to assist us in covering the time now required to reschedule other appointments and in some cases lead to our team committing to overtime.
Do you offer training?
Whilst we don't offer training courses or anything official, our technicians are happy to talk you through their work and teach you where possible. We're even happy to do this whilst resolving your issue where possible. Just bear in mind your request for this extra support will increase the technicians workload and subsequent time to complete the job.
What if I'm not happy
with your services?
We strive to deliver industry leading service and after-sales support. Our customers often praise us for going the extra mile. We have been known to perform small jobs for existing customers free of charge. We like to look after our existing customers and gain a lot of repeat business as a result.
If in the very unlikely event you're unhappy with an outcome we'll work with you to make it right.