Terms and Conditions

Audio Visual Services Overview

Antenna Services

1 – Antenna models may change over time, and will be determined following an onsite assessment by a suitably trained tech2 technician.
2 – Accessible cavity required for concealed cable runs. Maximum concealment runs apply; Wall Mounted TV (2m), Projector/GPO (10m), Antenna Cabling (20m), Surface Ducting (supplied by tech2 up to 2m) may be utilised if there is no accessible cavity. Cover plates will be utilised where wall/ceiling has been penetrated. Additional charge may apply for dwellings over 1 story.

Home Theatre Services

1 – Does not include mounting of speakers, supply of speaker cables or cable concealment.
2 – Same room only. Cables, brackets, speaker mounts and speaker wires to be provided by customer or purchases from tech2.
3 – Accessible cavity required for concealed cable runs. Maximum concealment runs apply; Wall Mounted TV (2m), Projector/GPO (10m), Antenna Cabling (20m), Surface Ducting (supplied by tech2 up to 2m) may be utilised if there is no accessible cavity. Additional charge may apply for dwellings over 1 story.
4 – Power connected to existing AC power outlet by surface mounting only.
5 – Technician will require username, password & encryption key for existing home network, including ISP login details. Waiting charges ($98/hr) apply.
6 – Consumer grade device only (excludes VOIP or illegally modified devices). Mac & Windows only for computer based set ups.

TV Services

1 – Does not include mounting of speakers, supply of speaker cables or cable concealment.
2 – Same room only. Cables, brackets, speaker mounts and speaker wires to be provided by customer or purchases from tech2.
3 – Accessible cavity required for concealed cable runs. Maximum concealment runs apply; Wall Mounted TV (2m), Projector/GPO (10m), Antenna Cabling (20m), Surface Ducting (supplied by tech2 up to 2m) may be utilised if there is no accessible cavity. Additional charge may apply for dwellings over 1 story.
4 – Power connected to existing AC power outlet by surface mounting only.
5 – Technician will require username, password & encryption key for existing home network, including ISP login details. Waiting charges ($98/hr) apply.
6 – Consumer grade device only (excludes VOIP or illegally modified devices). Mac & Windows only for computer based set ups.

Audio Visual Service Warranty

We warrant our AV services for 12 months (from data of invoice). Warranty is void if there is any evidence of tampering, or the service has been impacted by something outside of our control. Simply call us on 1300 242 400 and provide us with your invoice number and we’ll organise the rest.

Audio Visual Services Terms and Conditions

This section contains terms and conditions for tech2 onsite AV services
1. You agree to acquire the services described below (“Onsite Services”) from tech2 in accordance with:
(a) the online tech2 Application Form completed by you or on your behalf;
(b) these terms and conditions; and
(c) the terms of the tech2 Privacy Policy available at www.tech2.com.au. To the extent of any inconsistency, these documents take precedence in descending order.

2. You agree that tech2 will provide the Onsite Services to you at your premises, or premises as directed by you. This may include (but not be limited to) the delivery and/or connection of certain of your audio visual and computer hardware (“Equipment”). tech2 may also sell to you certain associated products (“Ancillary Products”). You must:
(a) provide tech2 with full and safe access to those premises;
(b) ensure that a person over the age of 18 is present at that time;
(c) provide tech2’s technician with a safe working environment and electrical power where required; and
(d) provided tech2 has discussed same with you first, allow tech2’s technician to drill holes, physically connect and/or install the Equipment to walls and ceilings, and conceal cables in cavities.

3. tech2 reserves the right to change details of the provision of Onsite Services and Ancillary Products from time to time by notice to you, including without limitation the times and dates on which same will be provided. If you have any concerns in this regard, you should contact tech2’s Customer Management Centre on Tel 1300 83 24 24.

4. tech2 reserves the right to not provide the Onsite Services if, in our reasonable opinion:
(a) you have not complied with your obligations;
(b) your technical needs, or the state of the premises, are such that it is impractical to provide the Onsite Services;
(c) the tech2 technician is concerned for his or her safety; or
(d) anything occurs beyond our reasonable control which prevents or hinders us from providing the Onsite Services.

5. You agree that if you require any Ancillary Products, you must pay for same at our then generally applicable prices and terms.

6. Unless otherwise specified, Onsite Services require a deposit on the day of scheduling a service. For $99 services, this is $49, or for services over $100, a flat $99. Either amount is not refundable, except in circumstances where:
(a) you have a lawful right to terminate as set out in this agreement; or
(b) tech2 has lawfully terminated the provision of the Onsite Services.

7. The risk in any Equipment or Ancillary Products passes to you upon its delivery to the premises. Title in any Ancillary Product remains with tech2 until same has been paid for in full.

8. To the extent permitted by law,
(a) tech2 expressly excludes all warranties, conditions, guarantees and representations (whether express or implied) under statute, law, equity, trade custom, prior dealings or otherwise in respect of goods and/or services that may be provided by tech2’s to you under this agreement;
(b) tech2’s sole liability to you in respect of direct loss arising from the Onsite Services and Ancillary Products is limited to the amount of the fees and charges paid by you to tech2 for the particular service or product the subject of our liability.

9. Some warranties and guarantees are implied by law, and cannot be excluded except to a limited extent. To the extent tech2 can limit such liability, tech2 limits its liability to (at its election):
(a) in the case of goods, at tech2’s election, the cost of replacement of the goods, the supply of equivalent goods, the payment of the cost of replacing the goods or acquiring equivalent goods, or the repair of the goods;
(b) in the case of services, at tech2’s election, the cost of supplying the services again, or the payment of the cost of having the services supplied again.

10. To the full extent permitted by law, under no circumstances will tech2, any related entities or any third party provider engaged by tech2, be liable to you or any other person for any indirect, incidental, special or consequential damages, expenses, costs, profits, lost savings or earnings, lost or corrupted data, or other liability arising out of, or related to, the services or goods provided.
(a) You warrant to tech2 that you are the owner of the premises, or the occupier under a lease or other lawful agreement, and that you have obtained all necessary permission to allow tech2’s technician to provide the Onsite Services.
(b) On completion of the Onsite Services, you will be requested to sign an acknowledgment that the work was carried out to your satisfaction. Your signing of this document represents conclusive evidence of your satisfaction with the work.
(c) You promise that you are over the age of 18 years and have full authority to enter into this agreement.

IT Services

1. Premium Support (Contract Renewal)

Premium Support services are provided by Tech2Home Pty Limited A.C.N. 105 020 906 (“tech2”). Subject to law, the supply of over-the-phone computer support services by tech2 to any customer of tech2 (“you”) shall be deemed to be made subject to these terms and conditions. By requesting, ordering or otherwise permitting tech2 perform over-the-phone computer support services for you, you hereby accept irrevocably and unconditionally these terms and conditions.

The contract is only in respect of one nominated computer, and is non transferable, non refundable, with no resale value. Support is available for Windows (version 7 or later), Android (version 2.0 or later) and OSX (version 10 or later). Services will be carried out over-the-phone or remotely. Fair use policy applies. Residential computer use only.

For annual service contracts (12 months paid upfront), the service contract commences on the date of purchase (as indicated on your invoice), and is valid for 365 days after the date of purchase. Prior to the contract expiring, you will be provided with the option of not renewing for a further year. If we do not hear from you, we will renew you for a further 12 months at the recommended retail price at such time. Amounts include GST.
For monthly service contracts (month-to-month payments), the service contract is valid for the subsequent calendar month. For renewals on the 31st of the month or February 28, you will be billed on the last day of the calendar month. You are responsible for ensuring your credit card details are up-to-date, otherwise services will be suspended. You will continue to be billed monthly until you contact us to advise you wish to cancel. You can cancel at any time by providing 1 months notice.

As part of the service, tech2 will provide you with either a fix, resolution, or recommendation on steps towards a resolution where the resolution cannot be performed over-the-phone, and advice. Excludes providing assistance which impeaches copyright infringement or other intellectual property rights; websites containing restricted adult content; and In-Home visits. This service is available by calling 1300 788 visits. This service is available by calling 1300 788 071, Monday to Friday 8am – 10pm and Saturday to Sunday 9am – 6pm EST (excludes public holidays). There may be some instances where a technician might not be able to help you immediately. In such instances, tech2 will schedule a call back at a convenient time to you. If you are traveling outside of Australia and require support, this service is available by calling +61 2 8204 0595. We are not responsible for any call charges you may incur as a result. If we need to schedule you in for a call back, we will only do so if you provide us with an Australian mobile number, and you acknowledge that you will be faced with global roaming charges we are not liable for.

You agree to provide tech2 with all reasonable assistance in order for tech2 to perform the over-the-phone computer support services, and to indemnify and keep indemnified tech2 and each agent, contractor and employee of tech2 (“indemnified parties”) from and against all loss (including loss of data), cost, expense (including legal costs and expenses on a solicitor and own client basis) or liability whatsoever incurred by any one or more of the indemnified parties arising out of or in any way connected with the provision of providing over-the-phone computer support.

tech2 will observe the provisions of the Privacy Act 1988 (Cth) (“Privacy Act”) and not collect, use or disclose Personal Information (as that term is defined in the Privacy Act) other than in accordance with the National Privacy Principles set out in the Privacy Act. Subject to law, tech2 makes no representation and gives no warranty in relation to any supply of services by tech2 to you. These terms and conditions are subject to change at any time.

2. Single Services

Single services are one-off services with specific scopes and a corresponding flat fee.
In order to perform these services, you must be over 18 (or at least a person of 18 years of age is present for the duration of this service), and you have the computer/device and ISP passwords handy, as these may be required during the course of the service.

We recommend that you backup your data before the service commences, and while we don’t anticipate any problems, tech2 cannot be held liable for any data loss.

Our ‘No Fix No Fee’ policy means that if we cannot provide you with a solution to your problem, we will not charge you for our services. In some cases, the solution may be an upgrade or replacement of your software or hardware or that an onsite service is required. If we suggest that solution and you choose not to proceed, we do still charge for our assessment. We do not provide onsite services.

We warrant our phone services for 5 days. If you are not satisfied with your service, please call us for assistance. ‘No Fix No Fee’ and warranties do not apply to our Tutorial and Quick fix services.

3. No Fix. No Fee. Policy

If we cannot provide you with a solution (path to fix) to your problem, we will not charge you for our services. In some cases, the solution (path to fix) may be that you need to upgrade or replace your software or hardware.
If we advise you to do so and you choose not to upgrade or replace your software or hardware, you acknowledge that we have met our commitment to you by providing a solution (path to fix) to your problem, whether or not you choose to implement that solution.

4. Fair Use Policy

Excessive, unreasonable or fraudulent use of tech2 Computer Support Services (which for the avoidance of doubt includes Phone Support and In-Store Computer Support “Services”), may impact the quality and reliability of these Services. To ensure this does not occur, you must not:
(a) make fraudulent use of these Services;
(b) make multiple service requests caused by a lack of regular maintenance;
(c) make repeat service requests caused by your failure to act on our recommendations.

5. Tablet Support

This offer is made by Tech2Home Pty Limited A.C.N. 105 020 906 (“tech2”). Subject to law, the supply of over-the-phone tablet support services by tech2 to any customer of tech2 (“you”) shall be deemed to be made subject to these terms and conditions. By requesting, ordering or otherwise permitting tech2 perform over-the-phone tablet support services for you, you hereby accept irrevocably and unconditionally these terms and conditions.

The service contract commences on the date of purchase (as indicated on your invoice), and expires close of business 365 days after the date of purchase. The contract is only in respect of one nominated tablet, is non transferable and has no resale value. This offer is available for iOS, Android and Windows (incl. RT). Fair use policy applies. Services will be carried out over-the-phone or remotely. Residential use only.

As part of this service, tech2 will provide you with support to help you set up and use your tablet, along with basic troubleshooting of software and email. Services exclude virus prevention or removal, peripheral installation, network setup or other complex tasks where and In-home service may be required. This service is available by calling 1300 726 856, Monday to Friday 8am – 10pm and Saturday to Sunday 9am – 6pm EST (excludes public holidays). There may be some instances where a technician might not be able to help you immediately. In such instances, tech2 will schedule a call back at a convenient time to you. There may be some instances where a technician might not be able to help you immediately. In such instances, tech2 will schedule a call back at a convenient time to you. If you are traveling outside of Australia and require support, this service is available by calling +61 2 8204 0577. We are not responsible for any call charges you may incur as a result. If we need to schedule you in for a call back, we will only do so if you provide us with an Australian mobile number, and you acknowledge that you will be faced with global roaming charges we are not liable for.

You agree to provide tech2 with all reasonable assistance in order for tech2 to perform the over-the-phone tablet support services, and to indemnify and keep indemnified tech2 and each agent, contractor and employee of tech2 (“indemnified parties”) from and against all loss (including loss of data), cost, expense (including legal costs and expenses on a solicitor and own client basis) or liability whatsoever incurred by any one or more of the indemnified parties arising out of or in any way connected with the provision of providing over-the-phone computer support.

tech2 will observe the provisions of the Privacy Act 1988 (Cth) (“Privacy Act”) and not collect, use or disclose Personal Information (as that term is defined in the Privacy Act) other than in accordance with the National Privacy Principles set out in the Privacy Act. Subject to law, tech2 makes no representation and gives no warranty in relation to any supply of services by tech2 to you. These terms and conditions are subject to change at any time.

6. Premium Support

This offer is made by Tech2Home Pty Limited A.C.N. 105 020 906 (“tech2”). Subject to law, the supply of over-the-phone computer support services by tech2 to any customer of tech2 (“you”) shall be deemed to be made subject to these terms and conditions. By requesting, ordering or otherwise permitting tech2 perform over-the-phone computer support services for you, you hereby accept irrevocably and unconditionally these terms and conditions.

The service contract commences on the date of purchase (as indicated on your invoice), and expires close of business 365 days after the date of purchase. Amounts include GST. The contract is only in respect of one nominated computer, and is non transferable with no resale value. This offer is available for Windows (version 7 or later), Android (version 2.0 or later) and OSX (version 10 or later). Services will be carried out over-the-phone or remotely. Fair use policy applies. Residential computer use only.

As part of the service, tech2 will provide you with either a fix, resolution, or recommendation on steps towards a resolution where the resolution cannot be performed over-the-phone, and advice. Excludes providing assistance which impeaches copyright infringement or other intellectual property rights; websites containing restricted adult content; and In-Home visits. This service is available by calling 1300 788 071, Monday to Friday 8am – 10pm and Saturday to Sunday 9am – 6pm EST (excludes public holidays). There may be some instances where a technician might not be able to help you immediately. In such instances, tech2 will schedule a call back at a convenient time to you. If you are traveling outside of Australia and require support, this service is available by calling +61 2 8204 0595. We are not responsible for any call charges you may incur as a result. If we need to schedule you in for a call back, we will only do so if you provide us with an Australian mobile number, and you acknowledge that you will be faced with global roaming charges we are not liable for.

You agree to provide tech2 with all reasonable assistance in order for tech2 to perform the over-the-phone computer support services, and to indemnify and keep indemnified tech2 and each agent, contractor and employee of tech2 (“indemnified parties”) from and against all loss (including loss of data), cost, expense (including legal costs and expenses on a solicitor and own client basis) or liability whatsoever incurred by any one or more of the indemnified parties arising out of or in any way connected with the provision of providing over-the-phone computer support.

tech2 will observe the provisions of the Privacy Act 1988 (Cth) (“Privacy Act”) and not collect, use or disclose Personal Information (as that term is defined in the Privacy Act) other than in accordance with the National Privacy Principles set out in the Privacy Act. Subject to law, tech2 makes no representation and gives no warranty in relation to any supply of services by tech2 to you. These terms and conditions are subject to change at any time.

7. Phone Support

This offer is made by Tech2Home Pty Limited A.C.N. 105 020 906 (“tech2”). Subject to law, the supply of over-the-phone computer support services by Tech2 to any customer of tech2 (“you”) shall be deemed to be made subject to these terms and conditions. By requesting, ordering or otherwise permitting tech2 perform over-the-phone computer support services for you, you hereby accept irrevocably and unconditionally these terms and conditions.

The service contract commences on the date of purchase (as indicated on your invoice), and expires close of business 365 days after the date of purchase. Amounts include GST. The contract is only in respect of one nominated computer, and is non transferable with no resale value. Available for Windows, Android, Linux and OSX. Services will be carried out over-the-phone or remotely. Fair use policy applies. Residential computer use only.

As part of the service, tech2 will provide you with either a fix, resolution, or recommendation on steps towards a resolution where the resolution cannot be performed over-the-phone, and advice on how to avoid reoccurrence of the problem. Services exclude virus removal, operating systems reinstalls or other similar complex tasks where more than 20 minutes is required to resolve the issue or an onsite service may be required. This service is available by calling 1300 788 071, Monday to Friday 8am – 10pm and Saturday to Sunday 9am – 6pm (AEST).

You agree to provide tech2 with all reasonable assistance in order for tech2 to perform the over-the-phone computer support services, and to indemnify and keep indemnified tech2 and each agent, contractor and employee of tech2 (“indemnified parties”) from and against all loss (including loss of data), cost, expense (including legal costs and expenses on a solicitor and own client basis) or liability whatsoever incurred by any one or more of the indemnified parties arising out of or in any way connected with the provision of providing over-the-phone computer support.

tech2 will observe the provisions of the Privacy Act 1988 (Cth) (“Privacy Act”) and not collect, use or disclose Personal Information (as that term is defined in the Privacy Act) other than in accordance with the National Privacy Principles set out in the Privacy Act. Subject to law, tech2 makes no representation and gives no warranty in relation to any supply of services by Tech2 to you. These terms and conditions are subject to change at any time.

Refund Policy

1. For Goods

1. Goods provided by third parties
Where we completed the service with goods that you purchased from a third party (“Third Party Goods”), please refer to the third party’s return policy. This refund policy does not apply to such Third Party Goods.
2. If you change your mind
If you purchased goods from us (other than Incidental Goods) during the course of us providing you with our service (“tech2 Goods”), and you subsequently change your mind within a reasonable time regarding the purchase of the tech2 Goods, we will provide you with a refund for the full amount paid for the tech2 Goods, provided the tech2 Goods remain unopened and unused. The tech2 Goods will need to be returned to us at your expense. No refunds will be given if you change your mind in relation to the purchase of tech2 Goods, but have opened or used the tech2 Goods.
3. Our obligation to you
If there is a major failure with the tech2 Goods you may, upon presentation of a receipt or other proof of purchase of those tech2 Goods, you may choose to:
Reject the tech2 Goods and request a refund or replacement; or
Keep the tech2 Goods and request compensation for any drop in value of the tech2 Goods.
A major failure includes where:
– You, acting reasonably, would not have bought the goods if you knew the nature and extent of the problem;
– The goods are significantly different to a description, sample or demonstration model shown to you;
– The goods are substantially unfit for their normal purpose and cannot easily be made fit for that purpose within a reasonable time;
– The goods do not meet the purpose or result specifically requested by you at the time of purchasing the goods, and cannot achieve that purpose or result easily or within a reasonable time; or
– The goods are unsafe.

If there is any other problem with the tech2 Goods, please contact us and we will use our reasonable endeavours to (at our discretion) provide a refund for the tech2 Goods, replace the tech2 Goods or repair the tech2 Goods at our cost, within a reasonable time, unless the problem is excluded under the Australian Consumer Law, or is otherwise due to you actions. If we cannot do so, you may then reject the tech2 Goods and seek either a refund or replacement from us, or have the tech2 Goods fixed elsewhere and claim reasonable costs from us.

2. For Services

1. If you change your mind
No refunds will be given if you have simply changed your mind. This applies to standard services along with any subscription services, purchased either directly from us or from a third party.
2. Our obligation to you
When providing you with our services, we will do so with due care and skill. Services will be fit for their intended purpose, as described at www.tech2.com.au. The skill and technical knowledge needed to complete the service as purchased will also be provided. We will supply the agreed service within a reasonable time, although we cannot guarantee that we will provide the services at a particular time or on a particular day.
If there is a major failure with the service, and you have pre-paid, you may choose to:
Cancel the services (if practicable) and request a refund; or
Request compensation for the difference between the service you received, and what you paid for.
If there is a major failure with the service but you have not pre-paid, you may cancel the services.
A major service failure includes where:
– You, acting reasonably, would not have bought the services if you knew the nature and extent of the service failure;
– The services are substantially unfit for their normal purpose and cannot easily be made fit for that purpose within a reasonable time;
– The services do not meet the purpose or result specifically requested by you at the time of requesting the services, and cannot achieve that purpose or result easily or within a reasonable time; or
– The supply of the services has created an unsafe situation.
If there is any other problem with a service, please contact us and we will use our reasonable endeavours to fix the problem within a reasonable time. We will do so free of charge unless you have caused the problem. If we are not able to do so, you may then cancel the service and request a refund.
This does not apply to subscription services. Refer to the tech2’s IT Support Terms and Conditions.
3. Goods connected with services
If a refund for the service applies, and where incidental goods were provided as part of the service (such as cables) (“Ancillary Products”), you will also be entitled to a refund for the amount paid for the Ancillary Products (if any). This will occur once the goods in question are returned to us. The return of goods will be at our expense.

Refund Policy

This Refund Policy applies to the activities of Tech2Home (ABN 57 105 020 906). It explains how we handle refunds and complies with the requirements of Australian Consumer Law. If you have further questions relating to this policy, please contact us on (02) 8204 0400. This policy also forms part of the general Tech2 Terms and Conditions.

Service Warranty

Audio Visual Service Warranty

We warrant our AV services for 12 months (from data of invoice). Warranty is void if there is any evidence of tampering, or the service has been impacted by something outside of our control. Simply call us on 1300 242 400 and provide us with your invoice number and we’ll organise the rest.