Terms and Conditions

Last updated: 17 August 2026

These Terms and Conditions govern the provision of IT support services, related products and subscriptions by Asquare IT Solutions (“Asquare”, “we”, “us” or “our”) to each person or business that engages our services (“you”, “your” or “customer”). Together, these Terms form the agreement between you and us (“Agreement”).

By requesting a quote or booking, speaking with our technicians, submitting a form on our website, or otherwise using our services, you confirm that you have read, understood and agree to these Terms and Conditions, and consent to the collection and use of your personal information as described in our Privacy Policy.

1. Engaging our services

1.1 On‑demand bookings

You can request home or business IT support by emailing info@asquareit.com.au, Phone : 03 5930 8011 using our website booking form, or contacting us in writing. Once we accept your request and confirm an appointment, a service booking is created and these Terms apply to that booking.

1.2 Managed IT support and subscriptions

Business customers may purchase managed IT support packages, remote-monitoring subscriptions or cybersecurity retainers on a monthly or annual basis. The fees, inclusions, minimum terms and renewal arrangements are set out in a separate service order or proposal which, once accepted by you, becomes part of this Agreement.

1.3 Quotes

Written and verbal quotes are estimates only and are valid for 14 days unless we state otherwise. Final charges may differ from the quote, depending on the actual time, parts and third‑party costs required to complete the work.

2. Business hours

We provide on‑site and remote support seven days a week, from 8:00 am to 8:00 pm Australian Eastern Time (AEST or AEDT, depending on the time of year). Appointments outside these hours may be arranged by agreement and may attract an after‑hours surcharge, which will be disclosed to you before you confirm the booking.

3. On‑site services

3.1 Service area

We primarily service the Mornington Peninsula and surrounding areas. Appointments outside our usual service area may be accepted at our discretion and may incur a travel surcharge.

3.2 Duration and charging

Residential on‑site services start from A$129 per hour and business services from A$159 per hour. After the first hour, time is billed in 15‑minute increments. Our rates, any call‑out fees and minimum charges will be explained before work begins.

3.3 Arrival windows

Appointments are booked into time windows rather than to an exact minute. We make reasonable efforts to arrive within the scheduled window, but we cannot guarantee precise arrival times because of factors such as traffic or earlier jobs running longer than expected.

3.4 Cancellations and no‑shows

We ask that you give us at least 24 hours’ notice if you need to cancel or reschedule. If you cancel with less than 24 hours’ notice, or our technician cannot gain access to the premises at the agreed time, a cancellation fee equal to one hour of service at our standard rate may apply.

3.5 Your obligations for on‑site work

You agree to:

Ensure a responsible adult is present at the premises for the duration of the appointment.
Provide safe and reasonable access to the equipment, including power, workspace and any passwords or credentials our technician reasonably needs.
Tell us about any known faults, previous repair attempts or sensitive data on the device before work starts.
Secure pets and ensure children are kept away from tools, cables and small components during the visit.

4. Remote support

4.1 How remote sessions work

We deliver remote support using reputable third‑party secure connection tools. You must accept the session invitation each time to grant us access; we cannot connect without your approval. A remote session ends when either you or our technician closes the connection.

4.2 Your obligations for remote work

You agree to:

Maintain a stable internet connection and keep the device powered on and accessible.
Remain reasonably available during the session to approve prompts, enter passwords, or confirm restarts.
Let us know if any confidential or sensitive information is visible on the screen so we can avoid it or ask you to minimise or close it.

5. Warranties, authorisations and acknowledgements

5.1 Authority to service

You warrant that you either own the equipment being serviced or have the owner’s authority to instruct us to work on it, including installing, reinstalling or modifying any software on that equipment.

5.2 Your data backup obligation

IT services can carry a risk of data loss, including operating system reinstalls, software updates, hardware replacements, virus removal, network changes and data‑recovery attempts. You are responsible for having a current, working backup of any important data before we start work. Where appropriate, we may recommend or offer a backup service as a separate paid job before proceeding.

5.3 Third‑party software and licences

You warrant that any software, product key or licence you ask us to install or activate is genuine and lawfully held by you. We will not install unlicensed, counterfeit or pirated software under any circumstances.

5.4 Access credentials

Where we need passwords, PINs, account credentials or administrator access to complete the work, we will only request what is necessary for the specific task. We recommend that you change any credentials shared with us once the job is finished.

5.5 Acknowledgements and disclaimers

To the extent permitted by law:

We cannot promise that every fault can be completely resolved, especially where hardware is failing, parts are no longer available, or the operating system or software vendor no longer provides support.
We are not responsible for pre‑existing faults, damage or data loss that was not caused by our work.
Any third‑party product or service we supply (including hardware, software or cloud subscriptions) is subject to the manufacturer’s or publisher’s warranty and licence terms, which apply in addition to this Agreement.

6. Fees and payment

On‑site and remote service fees are payable upon completion of the work, unless we agree otherwise in writing.
Managed support, subscription and retainer fees are payable in advance at the frequency specified in your service order (usually monthly).
Hardware, software licences, cloud subscriptions and third‑party parts are payable at the time of order and are non‑refundable once activated or delivered.
We accept payment by credit or debit card and EFT/bank transfer. For approved business customers, 7‑day invoice terms may be available.
Overdue invoices may incur a late‑payment administration fee and reasonable recovery costs. After written notice, we may suspend managed services for accounts more than 14 days overdue.
All fees are quoted in Australian Dollars (AUD) and, where applicable, include GST unless stated otherwise.

7. No‑Fix, No‑Fee (residential only)

For residential on‑site bookings, if our technician is unable to resolve or materially progress the specific fault you asked us to investigate and we choose not to continue, we will not charge a service fee for that visit.

This No‑Fix, No‑Fee promise does not apply where:

The fault is resolved, fully or partly, during the appointment (including where we recommend replacement of an uneconomical device).
The issue is caused by a third‑party service beyond our control, such as an internet provider outage.
Hardware, parts, software licences or other third‑party costs have already been supplied.
You decline the further work we advise is reasonably required to resolve the problem.

By providing your email address, phone number or other contact details — for example when you email info@asquareit.com.au, submit a website form, or speak with our team — you consent to us contacting you:

To confirm, update or follow up on bookings and service appointments.
To request feedback or reviews on work we have completed.
To send service updates, security advisories and information relevant to your account.
To send occasional promotional or marketing communications (by email, SMS or voice call) about our services, special offers and new service lines.

You can opt out of marketing messages at any time by clicking the unsubscribe link in an email, replying “STOP” to an SMS, or emailing info@asquareit.com.au with your request. Transactional messages, such as appointment confirmations, invoices and important service notices, will continue while you remain an active customer.

9. Your conduct

You agree to treat our technicians and staff with respect and to not request any activity that is illegal, infringes third‑party rights, or attempts to bypass security, licensing or copy‑protection systems. We may decline or stop work that we consider unsafe, unlawful or outside our reasonable expertise.

10. Australian Consumer Law

Nothing in these Terms excludes, restricts or modifies any rights or guarantees you have under the Competition and Consumer Act 2010 (Cth), the Australian Consumer Law, or applicable State or Territory consumer‑protection laws that cannot lawfully be excluded. Where our services include non‑excludable consumer guarantees, we will, at our option, re‑supply the service or refund the fee paid for the affected service.

11. Limitation of liability

To the maximum extent permitted by law, our total liability to you for any claim arising out of or in connection with this Agreement is limited to the total fees you paid to us for the specific service that gave rise to the claim. We are not liable for indirect or consequential loss, including loss of profit, data or business opportunities, however arising.

12. Termination

Either party may terminate a subscription or managed‑support package in accordance with the minimum term, notice and early‑termination provisions in the relevant service order. Either party may also terminate any engagement immediately by written notice if the other party commits a material breach of this Agreement and does not remedy that breach within 14 days of receiving written notice.

13. Changes to these Terms

We may update these Terms from time to time. The current version will always be available on our website and will apply to any booking or service order accepted after the updated Terms are published. We will notify active subscription customers of material changes by email at least 14 days before they take effect.

14. Governing law

This Agreement is governed by the laws of the State of Victoria, Australia. Each party submits to the non‑exclusive jurisdiction of the courts of Victoria and any courts that may hear appeals from those courts.

15. Contact

If you have any questions about these Terms and Conditions, or wish to make a request or complaint, please contact:

Asquare IT Solutions
ABN: 59 449 962 634
Website: asquareit.com.au
Email: info@asquareit.com.au
Phone: 03 5930 8011