Service Terms and Conditions 

1. When an appointment is made the client agrees that a person of 18 years of age or older attends at the time of the service delivery and have the equipment required for the service available.

2. IT Land (Aus) Pty. Ltd. Service Charge at the standard rate of A$77 for every 1hour time block.

3. IT Land (Aus) Pty. Ltd. will perform the scope of work outlined in each service to the best of its ability but makes no guarantees as to the service quality nor does it accept responsibility and liability for ongoing support matters.

4. The client must give a minimum of 24 hours notice if they wish to re-arrange an appointment otherwise IT Land (Aus) Pty. Ltd. may at its sole discretion charge a A$77 cancellation fee, and the client must pay this charge before IT Land (Aus) Pty. Ltd. is required to reschedule a new appointment.

5. If a service cannot be completed because of equipment failure or missing parts the client may a. pay the consultant to fix the problem if the consultant is able or b. resolve the problem through their supplier in which case a fee for travel time must be paid for a second visit.

6. All matters relating to warranty claims are the responsibility of the clients and IT Land (Aus) Pty. Ltd. accepts no responsibility or liability whatsoever for the consequences of any breaches of warranty provided by the Hardware and Software product manufacturer.

7. IT Land (Aus) Pty. Ltd. does not support illegal software products or practices and will not provide any service related to or depending on them.

8. IT Land (Aus) Pty. Ltd. makes no guarantees nor accepts any responsibility and liability for any consequential direct or indirect loss or damage resulting from technical and operational matters or from delays of any nature or cause whatsoever.

9. IT Land (Aus) Pty. Ltd. does not acknowledge that a product manufacturer’s specified environmental or minimum system requirements are correct and reserves the right to either modify them as a condition of providing a service or not to provide the service if it deems they are prohibitive to meeting its obligations for the service.

10. Subject to the clients statutory rights under the Trade Practices Act or other similar state and territory laws all entitlements and the liability of IT Land (Aus) Pty. Ltd. and/or their retailer is expressly limited to the cost of the service being provided.

11. IT Land (Aus) Pty. Ltd. services are available throughout Victoria, Australia but a travelling surcharge of A$77 outside of 10km of Melbourne, Victoria travelled by IT Land (Aus) Pty. Ltd..

12. IT Land (Aus) Pty. Ltd. products and services are not transferable and are available only to the person of who initially purchased the service and for the computer described in initial purchase.

13. Some components of IT Land (Aus) Pty. Ltd. services rely on connection to the Internet, this is the responsibility of the client. The client is responsible for full service costs with or without Internet connection.

14. IT Land (Aus) Pty. Ltd. reserves the right to alter the pricing of their products and services at any time.

15. IT Land (Aus) Pty. Ltd. is not responsible for hardware, software or Internet related technical problems unless they fall within the scope of the job but may at their discretion fix any such problems provided the client is prepared to pay for any extra time required by Cash, cheque or credit card at the time of the work being done.

16. The specified time of a certified Training Service is 1 hour after which the client may choose to purchase extra time for a fee of A$57.75 per 1 hour.

17. All pricing for Onsite services including training are based on an estimated time that reflects the average time to complete the service. If additional time is required to satisfactorily complete the job, the client is liable to pay for any extra time for a fee of A$77 per hour. IT Land (Aus) Pty. Ltd. accepts no responsibility for any additional time required to satisfactorily complete an individual service.

18. If the service exceeds the specified time because of technical problems encountered or additional services requested a charge of A$77 for extra time is applicable.

19. Extra time is at the sole discretion of and subject to the attending Technicians or Consultants availability.

20. The client is responsible for adequately backing up, or otherwise protecting their data and/or equipment prior to accepting IT Land (Aus) Pty. Ltd. support; whether by phone, Internet or onsite. If the client requires IT Land (Aus) Pty. Ltd. to assist them with this process IT Land (Aus) Pty. Ltd. will do so at its current standard rate.

21. All IT Land (Aus) Pty. Ltd. Terms and Conditions apply to this service, with the exception that this service is subject to a ‘No fix, No Fee’ policy. Under this policy IT Land (Aus) Pty. Ltd. agree to spend whatever time is necessary to satisfactorily complete the job, in the event that we cannot satisfactorily complete the job we will refund the price of the service, if paid in advance.

22. IT Land (Aus) Pty. Ltd. reserves the right at any point in time to refuse continued service if it is deemed that the equipment is beyond reasonable service repair, at which time a refund of the service will be provided to the client.

23. The service price does not include the price of parts required for repairs. In completing their service obligation IT Land (Aus) Pty. Ltd. reserves the right to ask the client to pay for the cost of such parts and if they do not IT Land (Aus) Pty. Ltd. may then declare the service guarantee null and void in which case the client will be required to pay the full cost of the service.

24. Additional time required to complete the service is at the sole discretion of and subject to the attending Technician’s or Consultant’s availability. If the client refuses to allow IT Land (Aus) Pty. Ltd.’s fulfillment of the service requirement, the client voids the 'No Fix, No Fee' policy and as such is liable for the full cost of the service.

25. In signing the IT Land (Aus) Pty. Ltd. Onsite Service record the client recognise and are in agreement with the terms and conditions of the ‘No fix, No fee’ policy, in particular the client agrees that; IT Land (Aus) Pty. Ltd. have satisfactorily fixed the problem reported and any further service required will be done so at additional cost.

26. In the case that a refusal of service or conditions of service is made by the client, that does not allow IT Land (Aus) Pty. Ltd. to satisfactorily complete the job, the client forfeits their right to 'No fix, No fee' policy and as such is liable for the full cost of the service.

27. Virus and Security software is subject to availability at the time of service, IT Land (Aus) Pty. Ltd. hold no responsibility whatsoever if software is unavailable. Service charges are not dependant upon availability of software and still apply irrelevant of availability. Software charges are subject to variances and are based on the current standard market rate.

28. IT Land (Aus) Pty. Ltd. services are available upon an Ad-Hoc, 3, 6 or 12 month contractual subscription basis.

29. Payment terms available for this contractual subscription service are upfront monthly full payment.

30. Contractual Services upon receipt of a signed declaration and authorization. IT Land (Aus) Pty. Ltd. will advise the client of the service commencement date. Upon termination of the payment plan the full balance of the subscription amount is payable, as per the payment agreement.

31. Contractual Service entitles the purchaser conditional access to the following services: 24x7 phone support, IT Land (Aus) Pty. Ltd. online Helpdesk, Onsite Virus and Security services, Maintenance Services including breakdown troubleshoot, fix & Setup and Training service.

32. Contractual Onsite service is minimum of 20 hours onsite service per month. Monthly unused service hours cannot be transferred / rolled over to the following month.

33. IT Land (Aus) Pty. Ltd. will maintain a clients history of all support provided and should any client require repetitive support on the same or similar matters then IT Land (Aus) Pty. Ltd. will advise the client that they should undertake further training in this area and should the client fail to do so IT Land (Aus) Pty. Ltd. may at its discretion decline further support on these matters until such time as they do.

34. Only registered Contractual Service clients are entitled to use IT Land (Aus) Pty. Ltd.’s online Helpdesk service and where necessary onsite support on all operational matters with the registered personal or Business computer and Networks.

35. Online Helpdesk does not cover phone support on Virus and Spyware related problems including correction or removal of viruses and in the event that such problems are identified and fixed in the course of providing service IT Land (Aus) Pty. Ltd. may at its sole discretion charge for the service time.

36. IT Land (Aus) Pty. Ltd. undertake to provide prompt support to the client 24 hours a day, 7 days a week, but cannot guarantee the availability of the service due to factors beyond its control, including but not limited to power failure, technical breakdowns, unpredictably excessive call volumes, and natural acts.

37. Where phone or remote support is inappropriate, IT Land (Aus) Pty. Ltd., in agreement with the client, may send a Technician or Consultant to the client’s registered address to provide the support service and the client accepts that the service will be provided subject to terms and the availability of the IT Land (Aus) Pty. Ltd. consultant.

38. IT Land (Aus) Pty. Ltd. will maintain a clients history of all support service provided.

39. IT Land (Aus) Pty. Ltd. support service is available every day including national public holidays for a period of contract period from the date of commence.

40. The method used by IT Land (Aus) Pty. Ltd. to resolve a client’s problem whether it is by phone, Remote Access or with an onsite visit will be at the sole discretion of IT Land (Aus) Pty. Ltd.

41. The Warranty:-
a. Warranty service is applicable to the registered clients ONLY, at their registered address, and the original computer equipment (The Equipment) recorded at the onset of the service request and is not transferable.
b. Covers the repair or replacement of the Equipment or any parts therein that have mechanical or electronic defects which have occurred either since the expiration of the Original Warranty or the purchase date of the warranty whichever is the latter.
c. Covers only the Equipment specifically listed in the agreed Schedule of the warranty certificate provided by IT Land (Aus) Pty. Ltd..
d. Provides for all repairs to be carried out on-site unless IT Land (Aus) Pty. Ltd. find it necessary to return the Equipment to a workshop or it is in a remote location.
e. Does not cover add-ons or enhancement incorporated in the Equipment.
f. Provides for service repairs between 24/7(Monday to Sunday) including public holiday.
g. Is only applicable to equipment purchased in Australia from an authorised dealer/supplier and covers labour and all parts subject to the terms and conditions. The service will be provided on-site other than in remote locations or when the repair is best completed in an authorised IT Land (Aus) Pty. Ltd. workshop

42. All Warranties are subject to the formation of a formal certified agreement, whereby IT Land (Aus) Pty. Ltd. agrees to undertake the extended warranty. Before a warranty agreement is formed, IT Land (Aus) Pty. Ltd. require a certified IT Land (Aus) Pty. Ltd. Engineer to undertake a complete an onsite check up of The equipment that is to be covered by the warranty. IT Land (Aus) Pty. Ltd. reserve the right to refuse warranty cover of the equipment, if during the onsite service it is deemed that the equipment is not in satisfactory working condition or beyond reasonable service repair, In this event, the client is liable to pay the full amount of a standard check up service at a service charge of A$77 per hour. In the event that the client undertakes the services of IT Land (Aus) Pty. Ltd. to restore the computer to satisfactory working condition, the client agrees to pay any additional costs inclusive of parts and labour, involved in the repairs.

43. The obligatory. preventative maintenance check up service provides for the following scope of work to be completed:-
a. Cleaning of the interior and exterior of the base computer and checking that all cooling fans inside the computer and power supply are functioning properly.
b. Checking all components and cables to ensure they are firmly secured in order to prevent electrical interference and unnecessary wear and tear.
c. Cleaning the monitor, keyboard, mouse and diskette & CD drives
d. Showing the client how to perform ongoing preventative maintenance.
e. Checking the computer set-up and where necessary delete the unused files and reconfigure the system to optimise system performance.

44. IT Land (Aus) Pty. Ltd. warrants that it shall for the full period of the agreed warranty, repair electronic or mechanical defects to the base computer and monitor but not to a mouse, trackball, pointing device, keyboard or notebook screen all of which are subject to fair wear and tear.

45. IT Land (Aus) Pty. Ltd. may at their option replace either the equipment or any defective parts therein with refurbished equipment or parts. Client agrees and laible to pay for such replacement of Hardware and Software.

46. Any work necessitating or involving software or the transfer of data will require validation of copyright laws and be at the cost of the client.

47. This warranty does not guarantee any claims by the manufacturer as to compatibility, connectivity or the ability for the product to perform certain functions.

48. The Warranty period will commence either at the end of the manufacturer/suppliers Warranty (Original Warranty) or from the purchase date of the service, whichever is the latest, and expires on completion of the specified term details of which will be set out in the Warranty Schedule.

49. If the client purchases the warranty after the expiry of the Original Warranty and IT Land (Aus) Pty. Ltd. finds during the course of the initial check up or preventative maintenance service that the equipment is already defective and requires replacement parts to restore it to proper working order then IT Land (Aus) Pty. Ltd. reserves the right to ask the client to pay for the cost of such parts and if they do not IT Land (Aus) Pty. Ltd. may then declare the warranty null and void in which case the client will only be required to pay the standard fee.

50. Any unnecessary service calls not relating to hardware failure either arising from failure to comply with terms or from software problems or from any other problems or product defects not covered by the agreement outlined in the warranty certificate will incur a minimum service call out fee applies.

51. The warranty shall not apply to peripheral devices such as, printers, scanners, and cameras or to software or to consumable items such as floppy diskettes, fuses, batteries and ink cartridges.

52. The Warranty shall not apply to defects or damage resulting from misuse, accident or neglect or operation contrary to normal domestic or office use.

53. The Warranty shall not apply where the equipment has been damaged or altered by testing, maintenance, installation, alteration, modification or adjustment of the equipment, unless the work was approved in writing prior to commencement or done by an authorised IT Land (Aus) Pty. Ltd. service facility.

54. The Warranty shall not apply to damages and any costs associated with the delivery, handling or transportation of the equipment or any part thereof.

55. The Warranty shall not apply to any costs associated with the equipment arising from any technical adjustments, reformatting of hard disk, loss of data, virus infection or use of the Equipment with non-compatible equipment.

56. The Warranty shall not apply to any failure due to fair, wear and rear.

57. The Warranty shall not apply to any damages, failure or malfunction, resulting from lightening. voltage spikes or other fluctuations in the power supply, fire, contamination by ionising or electromagnetic radiation, explosion, accident or malicious damage, earthquake, storm, tempest, war, water damage, aircraft, impact, natural acts, burglary, and/or theft or any attempt thereof.

58. The Warranty shall not apply to any consequential loss or damage arising out of parts of The Equipment or any other cause or for any damage arising out of failure or malfunction, including loss of data, any damage or loss for personal injury, stress or other physical complaint or loss of profit.

59. The Warranty shall not apply to any Equipment with an altered or removed service tag number.

60. The Warranty shall not apply to any defect in the Equipment that was known or unknown at the time of purchase of this Warranty or not covered by the Original Warranty.

61. The Warranty shall not apply to those components of the Equipment such as a mouse, trackball, pointing device, keyboard or notebook screen that after the expiration of the Original Warranty are subject to fair wear and tear.

62. The Warranty shall not apply to any equipment purchased outside of Australia or purchased from a dealer or supplier not authorised by the manufacturer and/or official distributor to sell the equipment.

63. The Warranty shall not apply in respect of guarantees of performance or efficiency.

64. The Warranty shall not apply in respect of third party property damage and/or third party injury.

65. The Warranty does not cover the cost of replacement parts required to restore the equipment to proper working order if it was purchased after the expiration of the Original Warranty.

66. Standard IT Land (Aus) Pty. Ltd. Terms and Conditions Apply to Helpdesk service

67. The IT Land (Aus) Pty. Ltd. Helpdesk will provide support on any operational issue only. For issues outside the scope, including Virus and Spyware related issues, IT Land (Aus) Pty. Ltd. may refuse Help Desk Support over the phone and recommend a related on site service.

* IT Land (Aus) Pty. Ltd. reserves the right to change its Service Terms and Condition anytime without prior notice.