iHelp IT Australia (ABN 30 169 918 941) is a Sydney based IT consultancy and support company with an Apple focus. Our offices are in Stanmore NSW. We do not have a store front. All of our technicians are Apple Certified.
In this document we are referred to as iHelp IT Australia, we, and us. Services and products owned or managed by us are referred to as our.
Any party which engages our services is automatically considered a client of ours and accepts that any work performed under such engagement is bound by and subject to all terms, conditions, and rates outlined herein.
Our standard service area and minimum charges are shown in our rate card.
By support we mean installation, configuration, management, maintenance, and upgrades (as applicable).
The following work is billable:
The following work is not billable:
It is the client’s responsibility to:
All hardware, software, access to services (including hosted services), and passwords created as part of works remain our property until all outstanding payments are made in full. Returns, re-activations, and re-installations will attract our standard fees plus any associated costs.
Clients are experiencing difficulty in paying are urged to contact us to arrange a payment plan, to assist in avoiding default actions. Default occurs if an invoice remains unpaid after the due date. Default may result in any or all of the following actions, without further notice.
In the event of formal debt recovery for an outstanding invoice, we will add any costs associated with commencement of the process to the outstanding invoice. We will also attempt to cover any and all subsequent costs associated with the recovery of the debt.
In the event where an overdue account is referred to a collection agency and/or law firm, clients will be liable for all costs which would be incurred as if the debt is collected in full, including legal demand costs.
Clients agree to indemnify and keep indemnified us against any client losses, or actions and resulting losses by third parties which occur as the result of actions taken by us in the case of a default, as outlined above.
All calls to and from us are recorded, for training, quality assurance, and (if required) as evidence in any disputes.
It is the client’s responsibility to backup all data before work commences. We take all measures to protect your data but cannot be held responsible for data loss for any reason. We cannot be held responsible for the loss of productivity, opportunity, or for financial impact to your business for any reason including loss of time, materials, equipment, software, or data.
Clients agree to indemnify us and keep us indemnified from any 3rd parties for any reason.
If you are dissatisfied with any of our products or services you should contact the Finance, Marketing, and Operations Director by ringing 1300 469 622 or emailing email@example.com detailing your concerns. We treat all concerns seriously and welcome any feedback you have to help us improve our services.
We are bound by the National Privacy Principles (NPPs) contained in the Privacy Act 1988 (Privacy Act). The NPPs are designed to protect the confidentiality of information and the privacy of individuals by regulating the way personal information is managed. Personal information is, generally, information or an opinion relating to an individual that can be used to identify that individual.
We collect personal information about our customers, suppliers, contractors and other contacts to understand and meet their needs, to conduct our activities and meet legal obligations.
The types of personal information we may collect include contact information (such as your name, address, email address and telephone number), information about your company or business and any feedback that you provide to us about our products and services, our website, or other matters. We also collect statistical information about visitors to our websites. Generally, this information cannot be used to identify particular individuals but in some circumstances it may include a visitor’s Internet protocol address, which could be linked to the individual.
This information may be collected by way of forms filled out by individuals (including via online forms), emails, telephone conversations, face-to-face meetings, your organisations website and interviews.
We use your personal information for the following purposes:
We may disclose your personal information to third parties such as our contractors, software and hardware suppliers, and referral partners that provide services to us. Although we seek to engage external service providers who comply with the requirements of the Privacy Act, we do not accept responsibility for the misuse of personal information by these third parties. We may also disclose your personal information if it is required or authorised by law or where disclosure is necessary to prevent a threat to life, health or safety.
We do not sell or license your personal information to unrelated third parties.
We take all reasonable steps to protect the personal information we hold from misuse and loss and from unauthorised access, modification or disclosure. If we no longer require your personal information, we will take reasonable steps to destroy or permanently de-identify the personal information.
Our website may contain links to third party websites. We do not operate these websites and therefore are not responsible for the collection or handling of personal information by the operators of these websites.
Under the NPPs, you may be able to obtain a copy of the personal information that we hold about you. The NPPs provide some exceptions to your rights in this regard. To make a request to access this information, please contact us in writing. We will require you to verify your identity and specify what information you require. We may charge a fee to cover the cost of verifying the application and locating, retrieving, reviewing and copying any material requested.
We endeavour to ensure that the personal information we hold about you is accurate, complete and up-to-date. Please contact us at the address set out below if you believe that the information we hold about you requires changing or is out-of-date.
We will not send your personal information to a recipient outside Australia without obtaining your consent or otherwise complying with the NPPs.
iHelp IT Australia
Suite 1, L2, 106-110 Parramatta Rd, Stanmore, NSW, 2048
Attention: The Privacy Officer