Terms & Conditions

1) Inspection Fee (Non-refundable)

The Inspection Fee covers technician time spent dismantling (where required), diagnosing, testing, and assessing your equipment to identify the fault and recommend a solution. The inspection fee starts from $60 incl. GST and is payable for the assessment work carried out. If you approve a repair quote and we proceed, the inspection fee will be credited toward the final repair charge.

In these terms, “equipment” means the customer’s device and may include (but is not limited to) a computer, printer, storage media, smartphone, and other electronic devices.

2) Authorisation

You authorise Geeks On Call to evaluate the equipment to determine the nature of the fault and to provide an estimate of repair cost and repair timeframe. You also authorise Geeks On Call, its staff and agents/contractors to receive, handle, and transport the equipment to, from, and between service locations where required to complete the assessment and/or repair.

3) Quotes are estimates only

All quotes provided by Geeks On Call are estimates based on information available at the time of inspection. If the fault is materially different from what was identified during the initial inspection, Geeks On Call will notify you and provide a revised quote for approval before continuing.

4) Priority repairs (same-day / 1-hour express)

Priority services (including same-day and 1-hour express) may be available on request. These services are subject to parts availability and the complexity of the work, and may involve additional fees.

5) Customer satisfaction — 3-month return-to-base guarantee (hardware repairs)

(a) Geeks On Call provides a three (3) month return-to-base guarantee on hardware repairs and any repaired parts supplied/installed by Geeks On Call. This guarantee applies where the equipment has been used only for its intended purpose.

(b) If a hardware repair fails within three (3) months of the original repair, Geeks On Call will carry out one (1) additional repair attempt at no extra charge for the same or substantially similar initial hardware issue. Geeks On Call will provide a maximum of two total attempts (the original repair plus one further attempt) within the three-month period. If the issue is not resolved after two attempts within the guarantee period, Geeks On Call will return the equipment to you in its current condition and refund the original repair costs (excluding the Inspection Fee).

(c) If a guarantee claim is disputed, you must allow reasonable time for the item to be checked by Geeks On Call and, where required, for parts to be returned to the original supplier/manufacturer for testing. This process may take up to four (4) weeks in some cases. Additional charges may apply for work requested outside the warranty period.

6) Job instructions

While Geeks On Call will make reasonable efforts to record your instructions, it is your responsibility to clearly explain the problem and symptoms in detail. You acknowledge that Geeks On Call’s inspection is based on the information you provide, and Geeks On Call is not responsible for failing to identify issues that were not disclosed or described.

7) Customer responsibility to back up data

(a) You are responsible for backing up all data on the equipment.

(b) If backup services are requested by you, or offered by Geeks On Call and accepted by you, and where such backup does not succeed, Geeks On Call will provide reasonable secondary options as soon as practicable.

(c) Geeks On Call recommends removing all SIM cards and memory cards before bringing equipment in for servicing.

8) Equipment held by Geeks On Call

(a) Storage fees / collection timeframe:
You agree to collect your equipment within one (1) week of:

• a quote being issued where you decide not to proceed with the proposed repair; or
• an invoice being issued following completion of the repair; or
• Geeks On Call advising that the repair cannot be undertaken for any reason.

If you do not collect the equipment within one (1) week of the applicable event above, Geeks On Call may issue a first notice requesting collection. A storage fee of $1.00 per day may be charged from the expiry of the notice until the equipment is collected.

You acknowledge Geeks On Call may retain/detain the equipment where there is an outstanding amount owing for repairs and/or storage fees.

You confirm you have provided valid contact details (phone, email, and/or address). Any message sent to the provided contact details will be treated as received the following day.

(b) Right to dispose of equipment:
If you fail to collect the equipment within one (1) month from the date of the first notice issued under clause 8(a), Geeks On Call may issue a final reminder requiring collection within one (1) week from the date of the final reminder. If you do not take action within the final notice period, the equipment may be disposed of in accordance with clause 8(c) without further notice.

(c) No further liability / sale of unclaimed items:
All items not claimed within the notice period under clause 8(b) may be sold. Sale proceeds (less any outstanding repair charges, storage fees, disposal costs and reasonable administrative costs) will be refunded to you.

If sale proceeds are less than the total of the outstanding amounts, the shortfall remains a debt owing to Geeks On Call. Geeks On Call may engage a debt collector to recover the debt and may retain relevant customer credit records for a period of up to five (5) years, to the extent permitted by law.

9) Payment

A non-refundable inspection fee starting from $60.00 incl. GST covers the initial inspection and is payable upfront. Any remaining balance is due upon completion of a successful service and before the equipment is released (whether shipped, collected or downloaded), unless a special arrangement has been agreed.

You are responsible for all shipping costs (whether or not any repair is undertaken), plus any customs duties and taxes to and from Geeks On Call.

10) Confidentiality

Geeks On Call will take reasonable steps to keep customer information confidential and will not intentionally disclose information from data/files supplied with, stored in, or removed from the equipment, except to Geeks On Call staff or agents as required to perform the service.

11) Exclusions

11.1 Geeks On Call is not required to provide a solution if:

• (a) you do not provide licensed software where required; or
• (b) you do not provide access codes/passwords required to test the equipment; or
• (c) the manufacturer/supplier no longer stocks the necessary replacement hardware or software; or
• (d) the service requested is outside Geeks On Call’s expertise and scope.

11.2 Alternative solution: If you request an alternative approach to that recommended by Geeks On Call, Geeks On Call cannot guarantee it can provide that alternative solution under these terms.

12) Three-month guarantee exclusions

12.1 Software cover: The three-month guarantee does not apply to issues relating to:

• viruses/malware (including trojans, spyware, adware, fakeware) and updates; or
• customer-installed applications, application changes, cache/script effects, or process conflicts that damage or alter the operating system or software environment.

12.2 Liquid damage: Liquid-damaged equipment is more likely to be successfully repaired if provided to Geeks On Call within 24–48 hours of the incident. While Geeks On Call will use reasonable efforts to repair liquid damage, the guarantee does not apply to liquid-damaged equipment.

12.3 Operation outside premises: Because home/business network conditions vary (network setup, internet speed, wireless environment), Geeks On Call is not responsible for how certain applications (including Microsoft Outlook) operate outside Geeks On Call’s premises.

12.4 Cleaning services: Geeks On Call does not provide an ongoing guarantee for cleaning services (including camera sensor/lens cleaning, PC cleaning and similar services). You should inspect the equipment carefully on pickup/delivery and inform Geeks On Call within 48 hours if you are not satisfied with the cleaning service. Claims after 48 hours will be treated as a new service request.

13) Limited liability

(a) Geeks On Call is not liable for claims relating to the physical functioning of data storage media, whether it forms part of the equipment or is a removable component.

(b) You acknowledge that data recovery involves inherent risk. For any work relating to data recovery or backup services (including where backup is offered but not accepted, or where backup requirements are unclear/incomplete), Geeks On Call is not liable for any loss, alteration or corruption of data, information, files or other media, loss of revenue/profit, or any incidental or consequential loss, whether occurring before, during or after service.

(c) To the maximum extent permitted by law, Geeks On Call’s total liability (including for replacement parts and any negligence) is limited to the amount of the service quote provided to you.

(d) Subject to the courier company’s claim policies, courier liability for loss of or damage to goods in transit is limited to $1,500.00.

14) Disclosure statement

Geeks On Call is not required to disclose the locations of its workshops and repair stations.

15) Parts statement

To maintain equipment to a high standard, some worn or broken consumable parts may be replaced without specific prior notice where the cost is already included within the original quoted price. Geeks On Call accepts no liability arising from this arrangement. Your approval of the quote will be treated as your acceptance of this term.