Supply of IT Support Services and Goods — Techli Techli (ABN 79 595 096 326) — techli.com.au Last updated: 11 August 2026

These terms apply to the supply of services and goods by Techli to you (the Agreement). In this Agreement:

• ‘you’ means the individual or business customer requesting services and/or goods from us;

• ‘we’, ‘our’ or ‘us’ means Techli (ABN 79 595 096 326);

• ‘services’ means the IT support services we provide as described on our website and this Agreement, including on-site and remote support;

• ‘goods’ means any products, parts or software we supply to you; and

• ‘website’ means techli.com.au.

1. Booking services from us

You can book Techli’s services as follows:

• On-Demand (on-site) — see clause 1.1; or

• On-Demand (remote support) — see clause 1.2.

Repair Notice: Where our services involve repairing your device, please note the following as required by the Australian Consumer Law:

• Goods presented for repair may be replaced by refurbished goods of the same type rather than being repaired. Refurbished parts may be used to repair the goods.

• The repair of your goods may result in the loss of any user-generated data. You must back up your data before we begin work.

1.1 On-Demand (on-site)

• We will perform the services and/or supply the goods specified in your booking confirmation at the rates set out in clause 3. Pricing is disclosed and agreed with you before you confirm the booking.

• On-Demand on-site bookings are for on-site support at your premises within our service area (see clause 3.4).

1.2 On-Demand (remote)

• Remote support is provided by phone, email and/or secure remote-access software at the rates set out in clause 3.

• Not all issues can be resolved remotely. Where a problem requires hands-on access, we will recommend an on-site booking instead.

2. Business Hours & Surcharges

We provide our standard services during standard business hours (Monday–Friday, up to 5:00 pm AEST). For urgent or outside-hours support, the following surcharges apply to the standard service fee and subsequent time blocks:

• Same-Day Booking: 0% surcharge (subject to availability).

• Emergency Call-Out (within 2 hours): 10% surcharge.

• After-Hours Support: 30% surcharge applies to bookings after 5:00 pm on weekdays.

• Weekend Call-Outs: 10% surcharge applies to Saturday or Sunday visits.

Surcharges stack where multiple conditions are met, but are capped at a maximum of 60%.

3. Pricing & Charging Structure

3.1 Standard Fees

• Our standard service fee is $99, which includes the first 30 minutes of technical support.

• Additional time is charged at $30 per 15-minute block.

• We apply a reasonable grace period. Minor overruns (e.g. 5 to 7 minutes) into the next 15-minute block are not automatically rounded up or charged.

3.2 No-Solution, No-Fee Policy

• If we cannot find the fault or do not know what the problem is, you will not be charged.

• If we diagnose the issue and provide a solution, the standard service fee applies, even if you decide not to proceed with the recommended repair or fix. Our time, expertise, and advice constitute the service provided.

3.3 Cancellations

• If you cancel or reschedule an on-site booking with less than 4 hours’ notice, we may charge a cancellation fee equal to the $99 standard service fee to cover the reserved time.

3.4 Service Area On-site services are available within our designated North Brisbane service area, including Bracken Ridge and surrounding suburbs, as listed on techli.com.au.

3.5 Your on-site obligations For on-site visits, you must:

• ensure someone aged 18 or over is present for the full visit;

• provide safe access to the relevant areas, your device(s), power and (where needed) internet access;

• provide installation media, licences and product keys for any software we are asked to install;

• back up your data before our technician arrives; and

• provide a safe, respectful environment, free of abusive, threatening or otherwise inappropriate behaviour towards our technicians.

4. Remote Services

For remote sessions, you must:

• back up your data before the session begins;

• be at least 18 years of age and physically located in Australia; and

• have any required software licences, installation media and product keys ready before the session starts.

5. Your warranties and acknowledgements

5.1 Ownership and authority You confirm that you own, or are authorised to allow us to access and work on, all devices, software and data you ask us to service, and that our doing so does not breach any third party’s rights.

5.2 Access authorisation By booking our services, you authorise us to access your device(s) and, to the extent necessary to perform the services, to view, modify or temporarily affect your data, settings or software.

5.3 Data back-up You are responsible for backing up your data, software and files before we begin work. Subject to any rights you have under the Australian Consumer Law, Techli is not responsible for loss, alteration or corruption of data arising from the services.

5.4 Other acknowledgements To the extent permitted by law, you acknowledge that:

• timeframes we give you are estimates only, and we will do our best to meet them and let you know promptly of any delays;

• difficult issues may require us to take your device off-site for further diagnosis, only with your permission, and we will take reasonable care of it while in our possession;

• where the real fix is a hardware or software upgrade, we have met our obligation by identifying and recommending that solution, whether or not you choose to proceed with it;

• we cannot guarantee every issue or security risk will be identified, given the nature of technology;

• our final diagnosis may differ from our initial assessment once we have had a closer look; and

• we are not liable for loss or damage resulting from your failure to follow our advice or instructions.

6. Payment & Late Fees

• Fees for on-site and remote services are payable on completion of the service, unless otherwise agreed at booking.

• Where an invoice is issued, the following payment terms apply:

  • Consumers: Payment is due by the next business day.

  • Business Customers: Payment for your first invoice is due by the next business day. Subsequent invoices are subject to 7-day payment terms, unless otherwise agreed in writing.

• Fees are payable by the accepted methods listed on your invoice.

• For consumers, all fees are inclusive of GST. For ABN holders, all fees are exclusive of GST.

• Late Payments: If an invoice remains unpaid after the due date, we reserve the right to charge an administrative late fee of $15.00 per reminder sent, in addition to interest on the outstanding balance at a rate of 10% per annum, calculated daily from the due date until payment is received.

• Debt Recovery: You agree to pay all reasonable costs and expenses we incur in recovering any overdue amounts, including debt collection agency fees and legal costs on a full indemnity basis.

7. Liability

7.1 Australian Consumer Law Our services and goods come with guarantees that cannot be excluded under the Australian Consumer Law (ACL). For major failures, you are entitled to cancel the service and receive a refund for the unused portion (or compensation for reduced value), and for goods, to choose a refund or replacement. For failures that are not major, you are entitled to have the issue fixed within a reasonable time, or a refund if that does not happen. You may also be entitled to compensation for other reasonably foreseeable loss.

7.2 Limitation of liability To the extent permitted by law (including the ACL, where it applies), our liability to you is limited, at our option, to: (a) for goods — replacement, the cost of replacement, or a refund; and (b) for services — re-performing the service or paying the cost of having it performed again. This limit does not apply to liability for death, personal injury or property damage caused by our gross negligence.

7.3 Excluded losses To the extent permitted by law, we are not liable for indirect losses such as loss of business, revenue or reputation, delays outside our control, or events beyond our reasonable control.

8. Privacy

We handle your personal information in accordance with the Privacy Act 1988 (Cth) and our Privacy Policy, available at techli.com.au/privacy-policy

9. Termination & Suspension

• We may suspend or end a booking immediately if you are abusive, aggressive, threatening or otherwise behave inappropriately towards our staff, or if you fail to provide necessary access to complete the service.

• We may suspend services where we reasonably believe you have breached this Agreement, including non-payment of fees.

10. Force Majeure

We are not liable for delays or failure to perform caused by events beyond our reasonable control, including natural disasters, pandemics, extreme weather, power or internet outages, or government action.

11. Changes to these Terms

We may update this Agreement from time to time by publishing a revised version on techli.com.au. Changes will apply to bookings made after the update takes effect.

12. Governing Law

This Agreement is governed by the laws of Queensland, Australia.

13. Notices & Feedback

Notices may be sent to you by email to the address you provide us, and to us via admin@techli.com.au. We welcome feedback and may use it for marketing purposes.

14. General

• Assignment: You may not transfer this Agreement without our written consent.

• Waiver: A delay or failure to enforce a right does not waive that right.

• Severability: If any part of these terms is unenforceable, the rest continues to apply.

• Survival: Terms that are intended to continue after this Agreement ends will do so.