TERMS OF SERVICE

1. Introduction

These Terms of Service ("Terms") govern your use of services provided by Blue Moon IT ("we", "our", "us"). Blue Moon IT is an IT Support Business located in the Illawarra that services the NSW South Coast, Illawarra and Southern Tablelands regions.

By engaging our services, you acknowledge that you have read, understood, and agree to be bound by these Terms. If you do not agree to these Terms, please do not use our services.

2. Service Area

We provide IT support services to:

• Home users
• Small businesses

Our geographical service area includes:

• NSW South Coast
• Illawarra
• Southern Tablelands

3. Services

Blue Moon IT provides a range of IT support services, including but not limited to:

• Computer repairs and maintenance
• Software installation and troubleshooting
• Network setup and maintenance
• Data backup and recovery
• Virus and malware removal
• Hardware upgrades and installation
• Remote technical support
• On-site technical support

4. Service Fees

4.1 Standard Rates

Our standard service rates (exclusive of GST) are:

• Remote Support: $80 per hour
• On-site Support: $110 per hour

4.2 Billing Practices

• Services are billed in 30-minute blocks
• A minimum charge of 30 minutes applies to all service calls
• Travel time may be charged for on-site visits depending on location

4.3 Concessions

• Pension discount applies to holders of a valid Pensioner Concession Card or Senior Card
• The pension discount applies to support hours only and not to parts or software

4.4 Additional Charges

• Parts, hardware, and software costs are additional to service fees
• After-hours or emergency callout services may attract additional fees
• Complex or high-risk services may require a custom quote

4.5 Payment Terms

• Payment is due at the time of service completion unless otherwise agreed
• For ongoing services, payment terms will be specified in your service agreement
• We accept credit card, direct deposit, and cash payments
• Overdue accounts may incur additional charges

5. Service Appointments

5.1 Scheduling

• Appointments are subject to availability
• We endeavour to accommodate urgent requests where possible
• Standard business hours are Monday to Friday, 8:00 AM to 6:00 PM

5.2 Cancellations

• Please provide at least 24 hours' notice for appointment cancellations
• Late cancellations (less than 24 hours' notice) may incur a cancellation fee equal to 50% of the scheduled service fee
• No-shows may be charged the full service fee

6. Remote Support

6.1 Access Requirements

• You must have an active internet connection for remote support services
• You may need to install remote access software as directed by our technicians
• You are responsible for ensuring you have appropriate security measures in place

6.2 Limitations

• Not all issues can be resolved remotely
• If remote support is unsuccessful, an on-site visit may be recommended
• Remote support is subject to technical limitations and connectivity issues

7. On-site Support

7.1 Access Requirements

• You must provide safe and reasonable access to your premises and equipment
• An adult must be present for the duration of the on-site service
• You are responsible for backing up your data before our arrival

7.2 Workplace Health and Safety

• Our technicians may refuse to work in unsafe conditions
• You must inform us of any potential hazards at your premises
• Technicians will follow COVID-safe practices as applicable

8. Service Guarantees and Limitations

8.1 Service Guarantee

• We strive to provide high-quality services and aim for your complete satisfaction
• If you are not satisfied with our service, please contact us within 7 days of service completion

8.2 Limitations

• We cannot guarantee results in all circumstances, particularly with outdated hardware or software
• We are not responsible for issues caused by hardware failure, software corruption, or third-party services
• We do not guarantee compatibility between hardware and software not supplied by us

9. Data and Privacy

9.1 Data Handling

• You are responsible for backing up your data before we perform any services
• While we take reasonable precautions, we cannot guarantee against data loss
• We are not responsible for any data loss that may occur during service provision

9.2 Privacy

• We handle your personal information in accordance with our Privacy Policy and Australian Privacy Principles
• We may need to access your files and systems to provide technical support
• We do not disclose your personal information to third parties except as required to provide our services

10. Warranties

10.1 Service Warranty

• Our services are covered by a 30-day warranty for the specific issue addressed
• The warranty does not cover new or unrelated issues
• The warranty is void if changes are made by you or third parties after our service

10.2 Parts and Products

• Hardware and software products are covered by manufacturers' warranties
• We will assist with warranty claims for products we have supplied
• Used or refurbished parts may have limited or no warranty

11. Liability

11.1 Limitation of Liability

• To the maximum extent permitted by law, our liability is limited to re-performing the services or refunding the service fee
• We are not liable for any indirect, special, incidental, or consequential damages
• Our total liability shall not exceed the amount paid for the services

11.2 Consumer Guarantees

• Our services come with guarantees that cannot be excluded under the Australian Consumer Law
• Nothing in these Terms limits or excludes your rights under the Australian Consumer Law

12. Intellectual Property

• We retain all intellectual property rights in our methods, processes, and documentation
• Any software or scripts we create remain our property unless otherwise agreed in writing
• You are granted a non-exclusive license to use our solutions for your personal or business needs

13. Termination

• Either party may terminate services with reasonable notice
• We reserve the right to refuse service at our discretion
• Termination does not relieve you of the obligation to pay for services already rendered

14. Disputes

• We aim to resolve disputes promptly and amicably
• If you have a complaint, please contact us directly to discuss the issue
• If we cannot resolve a dispute, it may be referred to mediation or the appropriate consumer tribunal

15. Changes to Terms

• We may modify these Terms from time to time
• Changes will be effective upon posting to our website
• Your continued use of our services after changes constitutes acceptance of the updated Terms

16. Governing Law

These Terms are governed by the laws of New South Wales, Australia. Any disputes shall be subject to the exclusive jurisdiction of the courts of New South Wales.

17. Contact Us

If you have any questions or concerns about these Terms, please contact us: