Please make sure you read and understand the conditions of our services so you understand how we work
Please contact us at [email protected] if you require any more information.
These terms and conditions are for Australian visitors and customers only and our website is not intended for countries outside Australia.
Rules and terms of remote support, onsite services & pickup
services that we provide to our customers
I (Client) agree to pay Tattwa Networks to repair, analyze and troubleshoot my computer hardware at a rate of the current price per hour. A charge of 25% of the first hour to secure remote support appointment may be necessary, the rest will be billed when finished at price per hour. There is a minimum charge of one hour for onsite work.
- We don’t travel outside our radius stated on our pages anymore as we are also focusing on Website Design & Local SEO services.
- Time will be billed to the nearest ¼ hour after the first hour for onsite work.
- Pre-Booking payment may be required for online bookings of remote support or onsite work.
- Online bookings require a deposit payment on booking, if the appointment is canceled before the booking time we will refund the deposit, this is to prevent bookings been made and not canceled when no longer needed.
- Payment of 25% of the first hour may need to be secured using a credit card using Paypal or bank account prior to a remote session.
- The overall rest of the service cost will be charged after the session.
- Tattwa Networks does not accept checks.
- Billing starts at the time of the appointment.
Although Tattwa Networks will endeavor to conduct all activities in a timely manner, I understand that troubleshooting issues may be a time-consuming process and agree to pay Tattwa Networks for troubleshooting time as necessary.
If Tattwa Networks is requested to conduct further research on a specific issue, the client will not be billed for research time off-site but will be billed for research time while at the Client’s site/computer.
Tattwa Networks reserves the right to recommend another IT company if the troubleshooting requires the assistance of another IT company to assist.
The client will contract with the other IT company separately. Tattwa Networks will install any free programs that you grant permission/ask us to install, while we always try to do our best with the installations, some free programs do not work on all computer systems.
If we install a free program for you and you have problems with it, we will uninstall it, but will not give continued free support on the product.
**Regular bill rates apply.
I also certify that I will indemnify and hold harmless Tattwa Networks for any and all data or software that may be lost or erased, as well as for any consequence of the erasure or loss of that data or software.
Although Tattwa Networks will take every precaution to preserve all data and software on the computer, I acknowledge that occasionally data loss will occur and/or software operation may be compromised.
If I require training in backup methods and procedures, Tattwa Networks will provide that training to me at an additional rate as listed in the price’s section.
I further agree to indemnify and hold harmless Tattwa Networks for any and all hardware or software malfunctions or accidents that may occur before, during or after work is performed on client’s computer, and for any results thereof.
I also certify that I will indemnify and hold harmless and will pay for added support to Tattwa Networks for any software repairs necessary after a virus has been detected and removed off a computer.
Viruses in a computer can cause many problems, we cannot control what or how the virus affected the computer before our removal. We have a 30-day guarantee on our virus/malware removals if the virus/malware returns.
If within 30 days you suspect you have an instance returning, please call us immediately. If after 30 days and you have a returned infection, we will discuss what AV products you purchased and decide on the best level of support.
There is no guarantee or warranty that a virus will never get through any product either purchased by Tattwa Networks or any other brand you buy online or off the shelf.
Any private information stored on your computer or viewed by our computer repair technicians during a remote support call will be held confidential unless required by law.
Due to the requirements of the repair, if approved by you, the client…we will back up your data to ensure it’s integrity.
This is done to ensure that a customer has all the files they need when a computer is returned after a restore.
During a remote support call, the data is always backed up to the client’s computer or external hard drive. We do not back up the data on Tattwa Networks servers.
If requested, we will destroy any copies of your data immediately after the repair is complete. If requested, we will hold your data for 30 days.
Any private or personal information provided to Tattwa Networks will be kept confidential.
We provide pickup services for your computer to get repaired at our workshop when repairs are finalized we deliver it back to you. Cost is flat rate and price is listed on our website, only in the surrounding areas of Diamond Creek (suburbs listed on our website)
Our address and identifiable information will be given upon request so you can verify our location.
We will keep you updated on repairs and changes or any other issues discovered using either phone, SMS or email. Regular updates with SMS can be arranged and often is provided.
The usual time for repairs will be usually 1-4 days but can be longer (1-3 weeks) depending on the parts which may need to be ordered for the repair, the severity of the problem and other encountered issues.
Because this business is operated by one individual.
There might be an increased delay at point’s which is beyond our control. We may need to carry out onsite work, scheduled remote sessions, website designs or local SEO for other customers which may hinder repair time.
We will strive to let you know if there is
* There are extra costs involved in replacing hardware which may need to be purchased and installed or software installations which may also need to be purchased.
Laptop repairs can take considerably longer to repair depending on the fault. (1 – 4 week’s average).
There can be many different parts and measures that need to be taken for each laptop and of acquiring replacement stock as each laptop is created differently and has its own specific parts.
If the laptop has a major electrical issue we may need to send it to an electrician to repair, or return the laptop back to the customer.
We allow computer drop-offs at our location. Our workshop is in Diamond Creek. We will let you know on appointment the location of the drop-off and we will arrange someone to meet you to retrieve your computer.
Expected time of finish is determined by the problem and difficulty as well as how busy we are at the time.
The general time is 1-4 days.
Warranty on hardware upgraded or replaced is based on the warranty of the product. Any hardware fault can be a general fault on arrival for new hardware or caused by another issue within the system.
For example, most HDD’s have a 1-year warranty to which it can be replaced. Tattwa Networks is not held responsible for hardware faults as this can most likely be the fault of the manufacturer or other unforeseen events but we will endeavor to assist which may involve service costs.
We always recommend our customers to take regular backups of there hard drives to an external device or online storage as computer parts can be highly sensitive and can be prone to failure. We cannot be held responsible for any lost data because of hardware failure.
Tattwa Networks will organize the repair or replacement of the faulty hardware if in the warranty period with the manufacturer.
If we find the fault is because of the user, data recovery is needed or replacement parts are needed then there will be more costs involved.
Making computer repair bookings online through our website
All online bookings require a 24hr before time so we can organize the booking time.
We ask that cancellations are done 1-2hrs before the appointment so we can make arrangements.
For the satisfaction of our customers if we cannot fix the problem we will deduct what we did fix during the service. If we didn’t fix anything during the service we will not charge for the service.
We have a 30-day guarantee on our services, so if the problem isn’t completely fixed we will have another look for you to see what went wrong and the best approach to fixing it.
Computers can be unpredictable so sometimes we may think the problem is fixed but then other problems can creep up. Software and hardware are made with complicated programming so it’s usually the case that no software and hardware is fault proof.
Packages purchased online through our online store
Search Engine Optimisation Services
Any Search Engine Optimisation Services I undertake with Tattwa Networks, I understand that it is almost impossible to guarantee specific rankings or results within certain time periods or at all and that external factors also apply to the results that are beyond Tattwa Networks control.
Also let it be know that ranking positions do not guarantee website visitors and that search engine results are shown based on the searchers location and the location of the business or if the website contains the content that is best suited for that user. Since late 2018 search engines now use machine learning and artifical intelligence to determine results.
Tattwa Networks will work with the search engines rules & guidelines very closely to ensure the best results.
Tattwa Networks cannot directly alter the results shown by search engines but we work in accordance with what is required to get positive results quickly.
Tattwa Networks cannot be held responsible for any rankings not achieved or ranking changes during work and after the work has finished this can be beyond our control.
We carry out and make all the changes on your website including layout, structure, content, speed, call to actions and more so as to please the search engines requirements and the visitor.
We do not work with offsite means as to help rank a website. There are many methods that can be used to help a website naturally without building links.
Also, it might be that your website might not be up to par with search engine guidelines and it may need to be updated or a new website designed to follow in with the SEO work.
Make sure you read our specific SEO Terms & Conditions here.
I understand that any extra work added to website design is charged extra on top of the proposed price, the total price is the price of the proposed price at the time of the quote and any extras if there is any.
Changes or updates to the website beyond the agreement will be charged at $50 hr or proposed price by the Tattwa Networks
Tattwa Networks has the right to remove the website design or any changes if the total amount of the cost isn’t paid as the website is still property of Tattwa Networks until the invoice has been paid.
Updating or managing existing websites which are customers property
By purchasing our services to make changes to your website, monitor or update you are giving explicit permission to Tattwa Networks and its staff to have full access to your website to carry out these services.
We will carry out any services which you have purchased from us with the utmost care and with what needs to be carried out.
Tattwa Networks cannot be held responsible for any changes to the website that someone else might have made when we have had access.
The website owner is responsible for the changes that they have portrayed to us to make and if they are not happy with their idea and want to make alternative changes based on their decision they will be charged extra.
Date: 31/12/2018 (Revision 5)