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Better Call Geeks!
➡️ All customers receive a free quote before any work is booked or started.
➡️ A service appointment is only confirmed once time, location, and job scope are agreed upon (via phone, message, or email).
➡️ Once accepted, standard call-out and service rates apply as outlined below.
➡️ A call-out fee of $90 applies to service locations within 70 km of Brooklyn, NSW.
➡️ For locations beyond 70 km, the call-out fee is $120.
➡️ On-site support is billed at $45 per 15 minutes, in 15-minute increments.
➡️ Remote support is available for existing clients and is billed at the same on-site rate — no call-out fee applies.
➡️ Rates cover labour only — any required parts, hardware, software, or accessories will be quoted and billed separately.
➡️ Full payment is required at the completion of service, unless otherwise agreed in writing.
➡️ Same-day cancellations will incur a 100% call-out fee.
➡️ Cancellations made within 48 hours will incur a 50% cancellation fee, or the total may be credited toward a future booking.
➡️ If Better Call Geeks cancels or reschedules with less than 12 hours' notice, a 20% discount will be applied to the next booking.
➡️ Hardware orders (e.g. routers, laptops) are subject to a 25% cancellation fee once placed.
➡️ Custom-built PCs cannot be cancelled once parts are ordered or build has commenced.
➡️ All hardware components and services provided — including:
✅ Cybersecurity Services
✅ Computer Repairs
✅ Wi-Fi & Network Setup
✅ Printer & Scanner Support
✅ Virus & Malware Removal
✅ Data Recovery & Backup
✅ Email & Website Setup
✅ Smartphone & Tablet Assistance
✅ Business IT Systems
— include a 1-year warranty on any new hardware supplied, covering manufacturer defects or performance failure related to our original service.
➡️ Warranty does not cover:
➡️ • Misuse or improper handling
➡️ • Accidental damage (e.g. spills, drops)
➡️ • Software misconfiguration, malware, or corruption
➡️ • Third-party alterations or tampering
➡️ • Power surges, outages, or electrical faults
➡️ • Environmental damage (e.g. water, overheating, dust)
➡️ • Issues caused by unrelated third-party services (e.g. NBN, email providers, hosting platforms)
➡️ Any issue not related to the original service provided will be billed at $45 per 15 minutes on-site, plus the applicable call-out fee.
➡️ Warranty only covers systems, software, and hardware supplied and installed by Better Call Geeks.
➡️ Devices or services not provided by us are not covered unless agreed to in writing.
➡️ Devices may be repaired using refurbished or equivalent replacement components when necessary.
➡️ Repair work may result in partial or total data loss — customers are encouraged to back up all data beforehand.
➡️ We are not responsible for the loss of files, programs, settings, or software unless data recovery was included in the service.
➡️ Goods will only be released after full payment has been made.
➡️ Once items are delivered to your nominated location, all risk (including theft, damage, or loss) transfers to the customer.
➡️ We are not liable for damage caused by the customer or third-party software after delivery.
➡️ Delivery and service timeframes are estimates only. We will always make best efforts to meet scheduled times.
➡️ Some items may need to be sent to third-party repair agents or service centres. On-site diagnosis will always be prioritised when possible.
➡️ We do not guarantee outcomes beyond the scope of service provided.
➡️ If we are unable to complete a service due to interruption by the client, the warranty will be void and no refund will be issued.
➡️ No warranty is provided on third-party goods unless specifically stated.
➡️ A standard 1-year warranty applies to all custom PCs built and supplied by Better Call Geeks.
➡️ Customers must ensure an adult is present during on-site visits.
➡️ You are responsible for using, maintaining, and protecting all equipment after installation.
➡️ Follow any instructions given for safety, system care, or software handling.
➡️ Do not attempt to modify systems or software unless advised.
➡️ Any faults caused by misuse or failure to follow instructions may be charged at the standard service rate.
➡️ Better Call Geeks is not responsible for any copyright or licensing violations arising from customer-installed software, media, or services.
➡️ These Terms & Conditions are reviewed and updated periodically to reflect service improvements, legal advice, and client feedback. Clients may request the most current version at any time.
➡️ Where included, security features (e.g. firewalls, MFA, password encryption) are implemented using best practices at the time of service.
➡️ Unless specified in writing, terms like “lifetime solution,” “network hardening,” or “advanced protection” refer only to initial setup — not ongoing upgrades.
➡️ Multifactor authentication (MFA) is not guaranteed unless explicitly listed on your invoice or service report.
➡️ Clients are responsible for storing and managing their own passwords or access credentials. These can be provided upon request at the time of service.
➡️ Network security services are designed for home or small business environments. Enterprise-grade solutions are available upon request and quoted separately.
➡️ Labour is billed in 15-minute increments. Start and end times are recorded internally by the attending technician.
➡️ If there is any concern over service duration, Better Call Geeks may offer a goodwill adjustment — but reserves the right to bill according to the technician’s records unless proven otherwise.
➡️ Better Call Geeks uses Stripe for secure online payments.
➡️ Customers may choose to “save card for future use” — this is stored securely by Stripe and never seen or held by Better Call Geeks.
➡️ Saved cards may be used to finalise overdue invoices unless the customer requests removal.
➡️ No card will ever be used for additional charges without verbal, written, or emailed approval.
➡️ Customers may request card removal from the Stripe system at any time.
➡️ Better Call Geeks is committed to ethical service, particularly when supporting elderly clients or individuals less familiar with technology.
➡️ Where possible, a trusted family member or support person should be present during invoicing or payment.
➡️ In the event of any confusion or concern around informed consent, we will review internal records to determine if a refund, adjustment, or clarification is appropriate.
