Welcome to Broad Tech Support! We strive for transparency and simplicity in everything we do, including our Terms and Conditions. Below, you'll find important information to ensure your experience with us is seamless. Please take the time to review these terms carefully.
Broad Tech Support ("us", "we", or "our") operates the Broad Tech Support website (the "Service").
Customer (“you”)
Your access to and use of the Service is subject to your acceptance of and compliance with these Terms. These Terms apply to all visitors, users, and others who access or use the Service.
By accessing or using the Service, you agree to these Terms and Conditions.
- On-site visits
- Before scheduling an on-site visit, we will make our best effort to diagnose the problem as described by you.
- We will provide you with an estimate of the time required to perform our services. Please note that this estimate may vary depending on the complexity of the service.
- When you arrange an on-site visit, we will arrive at your premises within the agreed-upon time frame.
- A minimum charge of 1 hour ($96 incl. GST) plus a call-out fee ($20) will apply, totalling $116 incl. GST. This covers the first hour of service.
- Upon our arrival, you must provide us with all necessary information, assistance, cooperation, and access to premises and equipment required to carry out the Services.
- A responsible individual aged 16 or older must be present while we provide the Services.
- While we will make every reasonable effort to achieve the objectives of the Services, we do not provide any explicit or implicit guarantee that these objectives will be met. We will not be held liable for any failure to meet these objectives, provided that we have made reasonable efforts.
- Remote assistance
- For remote assistance services, we will utilize TeamViewer, a secure remote desktop software, to connect to your device and diagnose and resolve issues remotely based on the information provided by you.
- Remote assistance services will be charged in 15-minute increments at the rate of $24 incl. GST per 15 minutes.
- A minimum charge of $24 incl. GST will apply for remote assistance services, which covers the first 15 minutes of the session.
- Charges will increase based on the actual duration of the session beyond the initial 15-minute minimum.
- Please ensure that you have TeamViewer installed on your device prior to our scheduled remote session. You can download TeamViewer for free from their official website at www.teamviewer.com.
- Additional Service Time
- If during the on-site visit, it becomes evident that additional time is required to complete the service beyond the initially estimated duration, any extra time will be charged in 15-minute increments ($24 incl gst).
- Any additional service time and associated charges will be communicated and agreed upon with you beforehand to ensure transparency and mutual understanding.
- After-hours & and Emergency Pricing
- Remote Assistance
- Remote assistance during after-hours or in emergencies will be charged at a rate of $48 incl. GST per 15 minutes.
- A minimum charge of $48 incl. GST will apply as a fee for remote assistance, covering the first 15 minutes of the session.
- Additional time beyond the initial 15 minutes will be billed at the rate of $48 incl. GST per 15 minutes.
- On-site Assistance
- On-site assistance during after-hours or in emergencies will be subject to a minimum charge of 1 hour ($192 incl. GST), which includes a $40 call-out fee. This covers the first hour of service.
- Any additional time beyond the first hour will be billed at a rate of $48 incl. GST per 15 minutes.
- On-charging equipment costs
- In certain situations, specific equipment or parts may be required to complete the service effectively.
- Any costs incurred for equipment or parts used during the service will be on-charged to you at the actual cost.
- We will inform you of any anticipated equipment costs and obtain your approval before proceeding with the purchase.
- Cancellation Policies
- We understand that circumstances can change. If you need to cancel or reschedule the appointment, please notify us at least 2 hours before the scheduled job commencement time.
- If a cancellation occurs within 2 hours of the job commencement time, a $20 cancellation fee will be charged.
- Payment Terms
- An invoice will be generated for the agreed-upon services upon completion of the job.
- For call-outs, a minimum of one hour's service plus the call-out fee will be charged, along with any agreed-upon extensions.
- The invoice will be delivered via email, postal mail, or provided as a physical copy.
- Payment methods accepted include cash, direct debit, credit card, or bank transfer.
- The invoice is due for payment within 7 days from the invoice date.
- Late payments will incur an interest charge of 25% per annum from the due date until the payment is made. Any additional administrative fees and debt collection costs (including legal fees) incurred in the collection of overdue payments will be borne by the customer.
- Service Guarantee
- We strive for customer satisfaction and will make every reasonable effort to ensure the quality and effectiveness of our services. If you have any concerns or issues regarding our services, please contact us promptly so that we can address them.
- Service Warranty and limitations
- Broad Tech Support endeavours to provide services with reasonable skill and care to ensure quality outcomes for our customers.
- In the event of a service failure within three months of completion, Broad Tech Support will undertake an investigation and provide repair services at no additional charge.
- Products purchased and installed by Broad Tech Support are subject to the manufacturer's warranty. If such products fail within the manufacturer's warranty period, Broad Tech Support will facilitate the return process under the manufacturer's terms.
- Repair or replacement services by Broad Tech Support do not cover devices that have been neglected, improperly cared for, or damaged due to customer misuse or negligence.
- Customers are responsible for maintaining their products in accordance with care and maintenance instructions provided by Broad Tech Support or the manufacturer. Failure to do so may void warranty coverage.
- Broad Tech Support has no obligation to install, customize, or provide additional services for products repaired or replaced due to a breach of any product warranty.
- By arranging on-site visits and providing access to premises and equipment, customers warrant that they have the authority to do so and that our services will not infringe upon any third-party rights.
- Limitation of Liability
- To the extent permitted by law, Broad Tech Support shall not be liable for any indirect, consequential, or incidental damages arising out of or related to our services, including but not limited to loss of data, loss of profits, or business interruption.
- Customer responsibilities
- As a customer, you agree to provide accurate and complete information to facilitate our services. You also agree to cooperate with our technicians and follow any instructions or recommendations provided.
- Termination of Services
- Either party may terminate services by providing written notice to the other party. In the event of termination, any outstanding payments for services rendered shall be due immediately.
- Data Backup Disclaimer
- It is the customer's responsibility to ensure the backup of all important data prior to receiving our services. Broad Tech Support shall not be liable for any loss of data during the course of our services.
- Communication Channels
- For any complaints or feedback regarding our services, please contact us at [email protected]. We are committed to addressing your concerns promptly and professionally.
- Confidentiality and Privacy
- We understand the importance of privacy and confidentiality when handling your data.
- All data and information on your devices that we work on during our services are treated as strictly confidential.
- We will not use any of the information accessed or gathered from your devices for purposes other than those necessary to provide and fulfil the agreed-upon services.
- Rest assured that your privacy is our priority, and we are committed to safeguarding your confidential information.
- Indemnification
- You agree to indemnify and hold Broad Tech Support harmless from any claims, damages, or liabilities arising out of your use of our services or your breach of these Terms and Conditions.
- General
- These Terms and Conditions constitute the entire agreement between you and us regarding the subject herein and supersede all prior agreements and understandings, whether written or oral.
- We reserve the right to modify, amend, or update these Terms and Conditions at any time without prior notice. Any changes will be effective immediately upon posting on our website. It is your responsibility to review these Terms and Conditions periodically for updates.
- You may not assign or transfer your rights or obligations under these Terms and Conditions to any third party without our prior written consent. We reserve the right to assign or transfer our rights and obligations under these Terms and Conditions to a third party without your consent.
- If any provision of these Terms and Conditions is found to be invalid, illegal, or unenforceable, the remaining provisions will continue in full force and effect to the extent permitted by law.
- Our failure to enforce any right or provision of these Terms and Conditions will not be considered a waiver of those rights. Our rights under these Terms and Conditions will remain in full force and effect.
- These Terms and Conditions are governed by and construed in accordance with the laws of New Zealand. Any dispute arising out of or in connection with these Terms and Conditions shall be subject to the exclusive jurisdiction of the courts of New Zealand
