Terms & Conditions
1. Collection & Use of Personal Information
Support Brisbane collects your name, phone number, email address, and any other information you voluntarily provide via this form. This information is used solely to contact you regarding your IT support enquiry and to deliver the requested services. Your data will not be sold or shared with third parties for marketing purposes. Data is stored securely and retained only for as long as necessary to fulfil its stated purpose or meet legal obligations.
For privacy-related enquiries, contact: privacy@supportbrisbane.com.au
2. Device & System Access Consent
By engaging Support Brisbane for IT support services, you consent to the technician accessing your device(s), operating system, applications, network settings, and files to the extent reasonably necessary to diagnose and resolve your support request. The technician will not intentionally access personal files, financial records, saved passwords, or other sensitive data beyond what is required for the support task. All data encountered during the course of a support session will be treated as strictly confidential.
You are advised to close any sensitive applications, documents, or browser sessions before the commencement of a support session.
3. Service Rates & Billing
Support Brisbane's standard rate is $180.00 per hour, excluding GST. All work is billed in minimum 30-minute increments. A minimum charge of one (1) full hour ($180.00 + GST) applies to every engagement, regardless of actual time spent. GST is added to all invoices where applicable under Australian tax law.
Payment is due within 14 days of invoice date unless otherwise agreed in writing. Accepted payment methods are specified on the invoice.
These rates are current as of the effective date above and may be updated from time to time. The rate applicable to your engagement will be the rate current at the time your booking is confirmed by Support Brisbane.
4. Annual Price Review
Support Perth IT Pty Ltd reviews its ad-hoc hourly rates and ongoing service charges annually. Rates may be increased each year to reflect inflation and changes in input costs, at Support Perth IT Pty Ltd's discretion. You will receive at least 30 days' written notice of any rate change affecting ongoing or recurring services. For ad-hoc work, the rate current at the time your booking is confirmed applies (see clause 3). Continuing to use the services after a notified rate change takes effect constitutes your acceptance of the new rate.
5. Backup Responsibility
You are solely responsible for ensuring all data on your device(s) is backed up prior to any support session. Support Brisbane accepts no liability for loss of data during the provision of IT support services, except to the extent such loss results directly from a failure to exercise due care and skill.
6. No Lock-in Contract
Engagement with Support Brisbane does not constitute a lock-in contract. Each support session is a separate engagement governed by the terms current at the time of booking confirmation. You may discontinue services at any time.
7. Cancellation & No-Show
If you need to cancel a confirmed booking, please provide at least 2 hours' notice. If a technician attends a confirmed appointment and is unable to gain access or contact you, the minimum one-hour charge may apply.
8. Warranty & Service Limitations
IT support services are provided on a best-efforts basis. While Support Brisbane will exercise due care and skill, resolution of every issue cannot be guaranteed. No warranty is provided for third-party hardware, software, or services. Recommendations and advice are provided in good faith based on information available at the time.
9. Limitation of Liability
To the maximum extent permitted by law, Support Brisbane's total liability for any claim arising from or related to the services is limited to the fees paid for the specific engagement giving rise to the claim. Support Brisbane is not liable for lost profits, lost data (subject to clause 5), business interruption, lost opportunity, or any indirect or consequential loss arising from or connected to the services.
Where the services are not of a kind ordinarily acquired for personal, domestic, or household use or consumption, and Support Brisbane's liability for breach of a consumer guarantee can lawfully be limited under section 64A of the Australian Consumer Law, that liability is limited, at Support Brisbane's option, to resupplying the services or the cost of resupplying them.
Nothing in these terms excludes, restricts, or modifies any guarantee, right, or remedy conferred by the Australian Consumer Law (Schedule 2 of the Competition and Consumer Act 2010 (Cth)) or any other applicable law that cannot be excluded, restricted, or modified by agreement.
10. Australian Consumer Law — Consumer Guarantees
Our services come with guarantees that cannot be excluded under the Australian Consumer Law. For major failures with the service, you are entitled to cancel your service contract with us and to a refund for the unused portion, or to compensation for its reduced value. You are also entitled to choose a refund or replacement for major failures with goods. If a failure with the goods or a service does not amount to a major failure, you are entitled to have the failure rectified in a reasonable time. If this is not done, you are entitled to a refund for the goods and to cancel the contract for the service and obtain a refund of any unused portion. You are also entitled to be compensated for any other reasonably foreseeable loss or damage from a failure in the goods or service.
11. Consent to Contact
By providing your contact details, you consent to being contacted by Support Brisbane via phone or email regarding your support enquiry. This consent covers transactional and service-related communications only. Support Brisbane will not send you marketing or promotional material unless you separately opt in.
12. Dispute Resolution
If a dispute arises in connection with these terms or any services provided, the parties agree to first attempt resolution by direct negotiation within 14 days. If unresolved, either party may refer the matter to mediation through the Small Business Development Corporation of Queensland. These terms are governed by the laws of Queensland, and the parties submit to the jurisdiction of the courts of Queensland.
13. Quoted Projects — Scope, Variations & Deposits
Where Support Brisbane provides a written quote for project work, the quote, these terms, and any accepted written variations form the complete agreement for that engagement. Quotes are valid for 30 days from the date of issue unless otherwise specified on the quote. Acceptance — whether by written reply to the quote email or by clicking "Accept" in the Xero quote — is binding and constitutes your electronic signature to these terms under the Electronic Transactions Act 1999 (Cth) and the Electronic Transactions Act 2011 (QLD).
The scope is limited to what is described in the quote. Additional work, changes, or out-of-scope requests will be quoted separately or, with your prior written approval, charged at our standard hourly rate ($180.00 + GST during business hours). After-hours rates apply outside 8:00 am – 5:00 pm AEST Monday to Friday and on Queensland public holidays, and require your prior written consent before work commences.
For projects of $1,000 or more excluding GST, a deposit of 50% of the quoted amount is payable on acceptance and is required before work commences, with the balance invoiced at agreed milestones or on completion. If Support Brisbane is unable to proceed for reasons within our control, the deposit is refunded less any identifiable pre-work already performed. Hardware, software licences, and third-party subscriptions ordered on your behalf are non-refundable once ordered.
14. Workmanship Warranty
For configuration work delivered as part of a quoted project (for example, firewall setup, Microsoft 365 tenancy hardening, or account provisioning), Support Brisbane will remediate defects in that workmanship at no charge where notified within 30 days of delivery. This warranty is in addition to, and does not limit, the non-excludable rights you have under the Australian Consumer Law (see clause 10).
This warranty does not cover: faults in third-party hardware, software, or cloud services (which are covered by the original manufacturer's or vendor's own warranties); changes made by you or another party after Support Brisbane's work was delivered; or issues caused by changes in your environment outside Support Brisbane's control.
15. Data, Backups & Disaster Recovery
Clause 5 applies to every engagement. Where Support Brisbane is engaged for ongoing services or a project that touches your data, you are also responsible for maintaining current, tested backups of all business data and for testing your disaster recovery procedures at a frequency appropriate to your risk — as a minimum benchmark, at least quarterly.
Support Brisbane is not liable for data loss where your backups are absent, untested, or have failed for reasons outside our control, except to the extent such loss results directly from our failure to exercise due care and skill (consistent with clauses 5 and 10).
16. Third-Party Subscriptions
Where Support Brisbane procures third-party products or subscriptions (software licences, cloud services, hardware) on your behalf, those products are governed by the vendor's own terms, warranties, and service levels. Pricing, renewal, and cancellation notice periods are set by the vendor.
Subscriptions procured on your behalf may auto-renew on the vendor's standard terms. You are responsible for the renewal charge unless you give Support Brisbane written cancellation notice at least 30 days before the renewal date so we can action it with the vendor.
17. Insurance & Subcontracting
Support Brisbane maintains public liability and professional indemnity insurance. Certificates of currency are available on written request.
Support Brisbane may subcontract any part of the services but remains responsible to you for the subcontractor's performance. You may not assign your rights under an engagement without Support Brisbane's prior written consent, which will not be unreasonably withheld.
18. Force Majeure
Neither party is liable for any delay or failure to perform caused by events beyond that party's reasonable control, including (without limitation) power or telecommunications outages, supplier or cloud-service failure, pandemic, natural disaster, industrial action, or government action. The affected party will take reasonable steps to resume performance as soon as practicable.
19. Suspension, Termination & Unpaid Invoices
Overdue amounts accrue liquidated interest at 10% per annum, calculated daily from the invoice due date until payment in full. You are also liable for reasonable recovery costs (including debt collection and legal costs) if amounts remain unpaid after written demand.
If an invoice is more than 14 days overdue, Support Brisbane may suspend the services (including managed tenant access) on written notice, without liability for resulting downtime, until the account is brought current.
Either party may terminate an engagement for material breach which is not remedied within 14 days of written notice. Fees for work performed up to the date of termination, and reasonable non-refundable third-party costs already committed, remain payable.
20. Severability & Entire Agreement
If any provision of these terms is held to be unenforceable, it is severed to the minimum extent necessary and the remaining provisions continue in force. The accepted quote together with these terms is the entire agreement between you and Support Brisbane for the relevant engagement and supersedes any prior representations or negotiations on the same subject matter. Nothing in this clause limits any non-excludable rights you have under the Australian Consumer Law.
21. Changes to These Terms
Support Brisbane may update these terms from time to time. The current version will always be available at supportbrisbane.com.au/terms. The version in effect at the time of your booking confirmation applies to that engagement.