Terms & Conditions

v.190823

tech for Home

  1. General

    1. tech2 Installation Services are performed by TECH2HOME (COMMUNICATIONS) PTY LTD (ABN : 63 082 869 609) trading as “tech2”.
    2. “tech for Home” Services may include tech2 audio visual (audio, TV and home theatre), white goods and smart home services.
    3. You agree to acquire the services described below (“Onsite Services”) from tech2 in accordance with:
      1. the online tech2 Application Form completed by you or on your behalf;
        1. these terms and conditions; and
        2. 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.

    4. 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:
      1. provide tech2 with full and safe access to those premises;
      2. ensure that a person aged 18 years or over is present at that time;
      3. provide tech2’s technician with a safe working environment and electrical power where required; and
      4. if applicable, 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.
    5. 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 Field Services Centre by calling 1300 832 424.
    6. tech2 reserves the right to not provide the Onsite Services if, in our reasonable opinion:
      1. you have not complied with your obligations;
      2. your technical needs, or the state of the premises, are such that it is impractical to provide the Onsite Services;
      3. the tech2 technician is concerned for his or her safety; or
      4. anything occurs beyond our reasonable control which prevents or hinders us from providing the Onsite Services.
    7. You agree that if you require any Ancillary Products, you must pay for same at our applicable prices and terms.
    8. Unless otherwise specified, Onsite Services require a deposit on the day of scheduling a service. The amount is not refundable, except in circumstances where:
      1. you have a lawful right to terminate as set out in this agreement; or
      2. tech2 has lawfully terminated the provision of the Onsite Services.
    9. 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.
    10. To the extent permitted by law,
      1. 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;
      2. 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.
    11. 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):
      1. 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; and
      2. 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.
    12. 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. In addition:
      1. 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;
      2. 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; and
      3. You promise that you are over the age of 18 years and have full authority to enter into this agreement.
    13. *Exclusions – tech2 reserves the right to refuse installation of any electrical equipment not listed in AS/NZS 4417.2:2018 and conforming to AS/NZS 3820:2009, Essential safety requirements for electrical equipment.
    14. “tech for Home” Services are covered by a “Service Warranty”:
      1. The Warranty is valid for 5 years from the date of work;
        and
      2. The Warranty includes work completed by tech2, however specifically excludes manufacturers’ products.
      3. The Warranty will no longer be valid if:
        1. There is any evidence of tampering;
        2. Anyone other than a tech2 installer, contractor or any other tech2 authorised person performs work on, or modifies the tech2 installed goods;
        3. The service has been impacted by something outside of our control; or
        4. You fail to comply with reasonable instructions (written or verbal) from tech2 relating to the care or operation of the installed goods.
      4. Warranty claims are to be initiated by calling 1300 832 424 and providing your invoice number.
  2. Audio, TV & Home Theatre Services

    1. Additional services such as the mounting of speakers, supply of speaker cables or installation of any other AV equipment will be quoted separately, where applicable.
    2. Cables will be neatly arranged for all services. For wall mounting services, all cables will be concealed wherever possible. Concealment will be within a nearby wall cavity or using external ducting materials such as a cable cover, in the case that a wall cavity isn’t available or suitable for purpose. Maximum concealment runs apply; Wall Mounted TV (2m), Projector (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 storey.Same room only.
    3. Cables, brackets, speaker mounts and speaker wires to be provided by customer or alternatively, purchased from tech2 on the day for an additional fee.
    4. Power connected to existing AC power outlet by surface mounting only.
    5. Technician may require SSID (the name of your wireless network) and WiFi password when connecting your AV equipment to an established WiFi network. It is your responsibility to have this information ready before work commences.
    6. Waiting charges ($163.90/hr inc. GST) may apply for any unexpected delays out of our control.
  3. Whitegoods Services

    1. Does not include the addition or relocation of existing Power, Water or Waste connections.
    2. Does not include the removal of the existing in-situ white good, such as a Dishwasher, Washing machine or Refrigerator unless specified and quoted in service agreement.
    3. Power connected to existing AC power outlet by surface mounting only.
    4. Water connection to a standard in-situ service connection using the supplied manufacturer’s hose, no allowance for extension hoses has been applied. Any extensions must be carried out by a professional plumber at the customer’s expense.
    5. Waste water connection to an existing spigot positioned above water trap in the waste system. The length is limited to the appliance’s supplied manufacturer’s hose.
    6. Technician will require clear working access to Power, Water and Waste connection points in under sink cupboards and kitchen units.

tech Support

  1. General

    1. tech Support services are provided by Tech2Home Pty Limited A.C.N. 105 020 906 (“tech2”). Subject to law, the supply of remote over-the-phone or online chat-based 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 remote over-the-phone or online chat-based technical support services for you, you hereby accept irrevocably and unconditionally these terms and conditions.
    2. Services will be carried out remotely, within our standard operating hours, either:
      1. Over-the-phone, by calling 1300 788 071; or
      2. Via online chat (by visiting the URL chat.tech2.com.au).
    3. Our operating hours are Monday to Friday 8am – 10pm; Saturday, Sunday and most Australian Public Holidays 9am – 6pm; and Anzac Day 1pm – 6pm AEST/AEDT, excluding Christmas Day, New Year’s Day and Good Friday.
    4. Fair use policy applies, which states that excessive, unreasonable or fraudulent use of tech2 technical Support services (which for the avoidance of doubt includes remote over-the-phone support or online chat-based support for technical “Services”), may impact the quality and reliability of these Services. To ensure this does not occur, you must not:
      1. Make fraudulent use of these Services;
      2. Make multiple service requests caused by a lack of regular maintenance; or
      3. Make repeat service requests caused by your failure to act on our recommendations.
    5. Services are for residential computer use only.
    6. As part of our tech Support Services, tech2 may provide you with either advice, a fix, resolution or a recommendation on steps towards a resolution, in the case the resolution cannot be performed remotely over-the-phone or via online chat.
    7. Excludes in-home visits.
    8. Excludes providing assistance that includes:
      1. impeachment of copyright infringement or other intellectual property rights; or
      2. websites containing restricted adult content.
    9. 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, during our standard operating hours.
    10. You agree to provide tech2 with all reasonable assistance in order for tech2 to perform the over-the-phone and/or online chat-based technical 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 and/or online chat-based technical support.
    11. 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 Australian Privacy Principles set out in the Privacy Act. These terms and conditions are subject to change at any time.
  2. Subscription Services

    1. Subscription services include “3 Device Premium Support”, “1 Device Premium Support” and “Tablet Support”:
      1. For “3 Device Premium Support”, the contract is only in respect of one nominated computer (Windows or Mac) and two Additional Devices. Additional Devices may include Windows PC, Mac, Android Tablet, iPad, Android Phone, iPhone and/or Chromebook;
      2. For “1 Device Premium Support”, the contract is only in respect of one nominated computer (Windows or Mac); and
      3. For “Tablet Support”, the contract is only in respect of one nominated tablet (Android Tablet or iPad). Excludes commercial hardware and software products, data recovery or complex tasks that require onsite assistance.
    2. Subscription services are either paid annually (12 months paid upfront) or monthly (paid month-to month). Amounts include GST, and commence on the date of purchase (as indicated on your invoice).
      1. Annual contracts are valid for 365 days after the date of purchase. The agreement will automatically renew at the end of each term, for a further term of 365 days at the recommended retail price at such time, including GST. We will notify you two weeks prior to the auto renewal and you have the option to cancel the service and/or renewal at your discretion, if desired.
      2. Monthly service contracts commence on the date of purchase and the service contract is valid for the subsequent calendar month. For renewals on the 31st of the month or the 28th of February, 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 or your service may 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.
    3. If you are traveling outside of Australia and require support, your subscription service is available by calling +61 2 8204 0595 or via online chat (by visiting the URL chat.tech2.com.au). We are not responsible for any call and/or data 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:
      1. provide us with an Australian mobile number; and
      2. acknowledge you will be liable for any applicable global roaming charges.
    4. The service is non-transferable with no resale value.
    5. The service offer is available for Windows (version 7 or later), Android (version 2.0 or later), iOS and OSX (version 10 or later).
  3. One Time Support Service

    1. “One Time Support”, also known as “Single Services” and “One-off Services”, refers to one service completed in one session, with specific scopes and a corresponding flat fee.
    2. You must be over 18 (or ensure a person of 18 years of age or older is present for the duration of this service).
    3. You must have any applicable computer/device, WiFi and/or ISP passwords handy, as these may be required during the course of the service.
    4. We recommend that you back up your data before the service commences, and while we don’t anticipate any problems, tech2 cannot be held liable for any data loss.
    5. 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.
    6. In some cases, our recommended solution may be an upgrade or replacement of your software or hardware or that an onsite service is required:
      1. In the case that we troubleshoot an issue and make a recommendation, we may charge for the advice and provision of the solution;
      2. We do not provide onsite services.
    7. We warrant our remote over-the-phone and online chat-based services for 5 days. If you are not satisfied with your service, please call us for assistance on 1300 788 071.

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 by calling 1300 424 000. This policy also forms part of the general tech2 Terms and Conditions. 

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 your 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.

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 tech 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.