Last Updated: December 2024
Welcome to TechNest
These terms and conditions explain how we work with you when you use our computer and technology support services. We've written them in plain English so they're easy to understand.
When you book any service with us, ask us to do work for you, or accept a quote from us, you're agreeing to these terms.
A summary of them can be found here : Summary
1. Who We Are and What We Do
Company Details:
- Legal name: Outsourced Information Technology Limited
- Trading as: TechNest
- Location: 59 Wilton Crescent, Bishopdale, Christchurch, New Zealand 8053
Our Services:
We provide home computer and technology support including:
- Remote support (via phone, internet connection)
- Onsite visits to your home or business
- Workshop repairs at our location
- Device setup, repairs, upgrades, and maintenance
- Network and internet setup
- Data recovery and backups
- Software installation and configuration
- Security and virus removal
- Education and training
You can see our full list of services at technest.co.nz/services.php
2. How We Charge
We offer three types of pricing:
Quoted Work: We provide a fixed price quote before starting work. The quote is valid for 30 days unless otherwise stated.
Fixed Price Services: Many of our services have set prices listed on our website (plus GST).
Hourly Rate: $95 per hour plus GST, billed in 6-minute blocks (0.1 of an hour). For onsite visits, we have a 30-minute minimum charge.
Travel Charges: We don't charge call-out fees. We only charge for travel time and mileage when you're outside our free service zone in Christchurch. We'll let you know if travel charges apply before we book your appointment.
Diagnostic and Quote: We offer free diagnosis and quotes for most jobs.
3. Payment Terms
When Payment is Due:
- For quoted and fixed-price work: Payment is due when the work is completed
- For hourly work: Payment is due within 7 days of our invoice
- We accept bank transfer and cash.
Late Payments:
If payment isn't made on time:
- We may charge interest at 1% per month above our bank's standard lending rate
- We may charge reasonable costs for managing the overdue payment
- We may take action to recover the debt, including legal action, and you'll be responsible for our costs
Goods Purchased Through Us:
If we purchase parts, equipment, or devices on your behalf:
- These items remain our property until you've paid for them in full
- You're responsible for looking after them from the moment you receive them
- Once fully paid, ownership transfers to you
4. Your Responsibilities
To help us provide the best service, you need to:
Before We Start Work:
- Back up your important data (we strongly recommend this for all repairs and upgrades)
- Provide us with accurate information about the problem
- Tell us about any passwords, security settings, or special configurations we need to know
- Let us know if you have any time constraints or urgent deadlines
Legal Ownership:
You confirm that:
- Any device or equipment you give us to work on is legally yours, or you have permission from the owner
- Any data you ask us to access or transfer is yours, or you have the right to access it
- Any software you want us to install has proper licenses
If you ask us to work on something you don't have the legal right to, you're responsible for any consequences.
Providing Access:
For remote support, you'll need to:
- Have a working internet connection
- Be available to grant us access to your computer
- Follow our instructions to set up the remote connection
For onsite work:
- Provide safe access to the work area
- Ensure pets are secured
- Let us know about any site-specific safety requirements
5. Our Guarantee and Workmanship Standards
Our Work Guarantee:
- We guarantee all work we do
- If the same problem comes back due to our work, we'll fix it again at no charge
- This doesn't apply if the problem is caused by something new happening after we finished our work
Standards We Work To:
We work following good industry practices and meet the standards expected from qualified people with relevant experience. That said, we can't guarantee the work will be error-free in every single case - computers and technology can be unpredictable. We will do our best to remedy any errors that arise.
Manufacturer Warranties:
Any goods we supply (computers, parts, devices) are covered by the manufacturer's warranty. We'll help you with warranty claims, but we're not responsible for manufacturer defects.
Consumer Guarantees Act:
We fully comply with the New Zealand Consumer Guarantees Act and Sale of Goods Act. Your rights under these laws are not affected by anything in these terms.
6. What We're Not Responsible For
We do our absolute best to protect your data and equipment, but there are some things we can't be held responsible for:
Hardware Failures:
- Existing hardware that fails during or after our work (unless we caused the failure)
- Hard drives that were already failing when we started work
- Devices that are at the end of their useful life
Data Loss:
We take every reasonable precaution to protect your data, but we cannot be held responsible for data loss caused by:
- Hardware failures (like hard drive failures)
- Existing problems with your device that we didn't cause
- Acts of God (floods, fires, earthquakes, lightning strikes)
- Events beyond our control (power failures, internet outages)
This is why we always recommend backing up your data before we start work.
Software and Compatibility:
- Software that doesn't work with your system despite meeting stated requirements
- Third-party software updates that cause problems after our work is complete
- Software licensing issues (you're responsible for having legal licenses)
Security Issues:
- New viruses or malware infections that occur after we've cleaned your system
- Security breaches caused by weak passwords or sharing access with others
- Phishing scams or social engineering attacks you fall victim to
7. Limitation of Liability
While we take every care with your property and data, we need to limit our legal liability:
Maximum Liability:
Our total liability to you for any claim is limited to the amount you paid us for the specific service that caused the problem. For example, if you paid us $150 to fix a problem and something goes wrong, our maximum liability is $150.
What We're Not Liable For:
- Lost profits or business income
- Lost data (unless we caused the loss through negligence)
- Indirect or consequential damages
- Time off work or inconvenience
- Third-party claims
Our Insurance:
We maintain appropriate business insurance, but we cannot be held liable beyond the limits set out above and in our insurance policy.
8. Cancellations and Rescheduling
You Cancelling On Us:
- Please give us at least 2 hours notice for onsite appointments
- If you cancel with less than 2 hours notice, we may charge a cancellation fee to cover our costs
- For workshop repairs, please let us know as soon as possible if you want to cancel
Us Cancelling On You:
- If we need to cancel or reschedule, we'll give you as much notice as possible
- We won't charge you anything if we need to cancel
Abandoned Work:
If you don't collect a repaired device from our workshop within 30 days of us notifying you it's ready:
- We may charge a storage fee of $10 per week plus GST
- After 90 days, we may dispose of the device to recover our costs
9. Warranty on Our Work
Standard Warranty Period:
- We provide a 30-day warranty on all labour
- If the same problem reoccurs within 30 days due to our work, we'll fix it free of charge
- This doesn't cover new problems or issues caused by other factors
Parts and Hardware Warranty:
- New parts carry the manufacturer's warranty (typically 1-3 years)
- We'll help you claim on manufacturer warranties
- Used or refurbished parts carry a 30-day warranty
What's Not Covered:
- Damage you cause after we finish our work
- Problems caused by viruses, malware, or software you install
- Normal wear and tear
- Issues caused by power surges, liquid damage, or physical damage
10. Privacy and Data Protection
How We Handle Your Data:
When we work on your devices, we may see your personal information. We treat this with the utmost respect and confidentiality.
Our Privacy Commitment:
- We only access the data we need to complete your repair or service
- We don't read, copy, or share your personal files, emails, or photos
- We delete any temporary access we create as soon as the work is complete
- We comply with the New Zealand Privacy Act
Our Full Privacy Policy:
Our detailed privacy policy is available at: https://outsourcedit.co.nz/tandc/privacy-policy/
Please read it to understand exactly how we handle your information.
Your Responsibility:
- Remove or back up any highly sensitive data before giving us your device
- Let us know if there's anything we shouldn't access
- Understand that we may need to access certain areas to diagnose problems
Data Destruction Services:
If you're selling or disposing of a device, we can securely wipe your data for you. This is a separate service and is clearly explained before we do it.
11. Remote Support
When you use our remote support service:
How It Works:
- You'll download software that allows us to see and control your screen
- You can see everything we do
- You can disconnect at any time
- We'll delete remote access when the session ends
What We Need From You:
- A stable internet connection
- Permission to access your computer
- Your cooperation if we need you to do something
Your Safety:
- Never give remote access to anyone who cold-calls you
- Always verify it's really us before granting access
- If you're unsure, hang up and call us back on our published number: 03 427506
12. Onsite Visits
Access Requirements:
- We need safe access to the work area
- Please secure pets
- Please advise us of any site hazards
Appointment Times:
- We'll give you a time window (usually 2-3 hours)
- If we're running late, we'll call you
- If you won't be home, please arrange for someone to let us in
What We Bring:
- Basic tools and diagnostic equipment
- Some common parts (we may need to order specific parts)
What We Don't Do:
- We're not electricians - we won't install power points or run new electrical circuits
- We won't work at heights requiring scaffolding or safety equipment
- We won't move heavy furniture (please have the area accessible)
13. Workshop Repairs
When You Drop Off a Device:
- We'll give you a job number and receipt
- We'll provide a quote before doing any work (unless you've asked us to proceed regardless of cost)
- We'll contact you when it's ready
- Please collect it within 30 days
Our Workshop:
- Is secure and monitored
- We take care of your devices
- We're not responsible for any accessories not listed on the job sheet (please take cables, manuals, etc. with you unless we specifically need them)
14. Quotes and Estimates
How Quotes Work:
- We provide free quotes for most work
- Quotes are valid for 30 days
- If we find additional problems during the work, we'll contact you before proceeding
- You're not obligated to proceed with work after receiving a quote
Estimates:
- For some work, we can only provide an estimate (approximate cost)
- We'll tell you if it's an estimate rather than a fixed quote
- If the actual cost is likely to exceed the estimate, we'll contact you first
15. No-Shows and Failed Appointments
If You're Not Home When We Arrive:
- We may charge a $47.50 call-out fee (30 minutes at our hourly rate)
- Please make sure someone is available during your scheduled time window
If We Can't Complete the Work:
Sometimes we can't complete work due to:
- Missing passwords
- Lack of internet access for remote work
- Safety concerns
- Equipment not being available
In these cases, we may charge for the time spent, and you'll need to rebook.
16. Intellectual Property and Software
Software Licenses:
- You're responsible for having legal software licenses
- We won't install pirated or unlicensed software
- We can help you purchase legitimate software if needed
Our Intellectual Property:
- Any custom scripts, configurations, or documentation we create for you can be used by you
- We retain the right to use our general methods and processes for other clients
17. Recommendations and Advice
We'll Give You Honest Advice:
- If your device isn't worth repairing, we'll tell you
- If there's a cheaper option, we'll mention it
- We generally don't work on commission, so our advice is unbiased
- If we do have a conflict of interest or earn commission, we will let you know.
Following Our Recommendations:
- If you choose not to follow our recommendations (like not backing up data), you do so at your own risk
- We'll document our recommendations in writing where appropriate
18. Disputes and Complaints
We Want to Make Things Right:
If you're not happy with our work:
- Please tell us straight away
- We'll do our best to resolve the issue
- If we can't reach an agreement, you can contact Disputes Tribunal or seek independent advice
Disputes Tribunal:
For claims under $30,000, you can take your dispute to the Disputes Tribunal (a low-cost option for resolving disagreements). Details at: www.justice.govt.nz/courts/disputes-tribunal
Time Limit for Claims:
Any complaint or legal action must be started within 12 months of the work being completed or the problem being discovered.
19. New Zealand Law
These terms are governed by New Zealand law. Any disputes will be resolved in New Zealand courts, with Christchurch being the preferred location for any proceedings.
20. Changes to These Terms
We may update these terms from time to time to reflect changes in our business or legal requirements. The current version will always be available at technest.co.nz/terms.
When you book a service, the terms in effect at that time will apply to that service.
21. General Conditions
Communication:
- We'll communicate with you via phone, email, or text as appropriate
- Please make sure we have your current contact details
Entire Agreement:
- These terms, together with any quote or agreement we provide, make up the entire agreement between us
- They replace any previous discussions or agreements
If Part of These Terms Can't Be Enforced:
- If any part of these terms is found to be unenforceable, the rest still applies
No Waiver:
- If we don't enforce a term on one occasion, we can still enforce it later
22. Your Statutory Rights
Consumer Guarantees Act:
Nothing in these terms affects your rights under the Consumer Guarantees Act 1993. This law says that services must:
- Be carried out with reasonable care and skill
- Be fit for any particular purpose you told us about
- Be completed within a reasonable time
- Be charged at a reasonable price (if no price was agreed beforehand)
If we don't meet these guarantees, you have the right to:
- Have the problem fixed
- Get compensation for any loss
- Cancel the contract in serious cases
Fair Trading Act:
We comply with the Fair Trading Act 1986. We won't:
- Make false or misleading claims
- Engage in unfair business practices
- Misrepresent our services
If you have any questions about these terms:
Phone: 03 427506 or 022 626 5084
Email: help@technest.co.nz
Website: www.technest.co.nz
Address: 59 Wilton Crescent, Bishopdale, Christchurch 8053
In an Emergency:
If there's an urgent problem with work we've done, please call us immediately on 022 626 5084.
Summary
We've written these terms in plain English because we want you to understand exactly what you're agreeing to. Here's the basic summary:
- We'll do good quality work and stand behind it
- You need to back up your data and own the equipment you ask us to work on
- We'll charge fair prices and tell you the cost upfront where possible
- We're not liable for pre-existing problems or things beyond our control
- We respect your privacy and protect your data
- Your rights under NZ consumer law are protected
- If there's a problem, talk to us and we'll sort it out
Thanks for choosing TechNest. We're here to make technology work for you, not against you.
By using our services, you confirm you've read, understood, and agree to these terms and conditions.
Last updated: December 2024
