Terms & Conditions

Support Perth collects your name, phone number, email address, and any other information you voluntarily provide via this form. This information is used solely to contact you regarding your IT support enquiry and to deliver the requested services. Your data will not be sold or shared with third parties for marketing purposes. Data is stored securely and retained only for as long as necessary to fulfil its stated purpose or meet legal obligations.

For privacy-related enquiries, contact: privacy@supportperth.com.au

By engaging Support Perth for IT support services, you consent to the technician accessing your device(s), operating system, applications, network settings, and files to the extent reasonably necessary to diagnose and resolve your support request. The technician will not intentionally access personal files, financial records, saved passwords, or other sensitive data beyond what is required for the support task. All data encountered during the course of a support session will be treated as strictly confidential.

You are advised to close any sensitive applications, documents, or browser sessions before the commencement of a support session.

Support Perth's standard rate is $170.00 per hour, excluding GST. All work is billed in minimum 30-minute increments. A minimum charge of one (1) full hour ($170.00 + GST) applies to every engagement, regardless of actual time spent. GST is added to all invoices where applicable under Australian tax law.

Payment is due within 14 days of invoice date unless otherwise agreed in writing. Accepted payment methods are specified on the invoice.

These rates are current as of the effective date above and may be updated from time to time. The rate applicable to your engagement will be the rate current at the time your booking is confirmed by Support Perth.

To the maximum extent permitted by law, Support Perth's total liability for any claim arising from or related to the services is limited to the fees paid for the specific engagement giving rise to the claim. Support Perth is not liable for lost profits, lost data (subject to clause 5), business interruption, lost opportunity, or any indirect or consequential loss arising from or connected to the services.

Where the services are not of a kind ordinarily acquired for personal, domestic, or household use or consumption, and Support Perth's liability for breach of a consumer guarantee can lawfully be limited under section 64A of the Australian Consumer Law, that liability is limited, at Support Perth's option, to resupplying the services or the cost of resupplying them.

Nothing in these terms excludes, restricts, or modifies any guarantee, right, or remedy conferred by the Australian Consumer Law (Schedule 2 of the Competition and Consumer Act 2010 (Cth)) or any other applicable law that cannot be excluded, restricted, or modified by agreement.

Where Support Perth provides a written quote for project work, the quote, these terms, and any accepted written variations form the complete agreement for that engagement. Quotes are valid for 30 days from the date of issue unless otherwise specified on the quote. Acceptance — whether by written reply to the quote email or by clicking "Accept" in the Xero quote — is binding and constitutes your electronic signature to these terms under the Electronic Transactions Act 1999 (Cth) and the Electronic Transactions Act 2011 (WA).

The scope is limited to what is described in the quote. Additional work, changes, or out-of-scope requests will be quoted separately or, with your prior written approval, charged at our standard hourly rate ($170.00 + GST during business hours). After-hours rates apply outside 8:00 am – 5:00 pm AWST Monday to Friday and on Western Australian public holidays, and require your prior written consent before work commences.

For projects of $1,000 or more excluding GST, a deposit of 50% of the quoted amount is payable on acceptance and is required before work commences, with the balance invoiced at agreed milestones or on completion. If Support Perth is unable to proceed for reasons within our control, the deposit is refunded less any identifiable pre-work already performed. Hardware, software licences, and third-party subscriptions ordered on your behalf are non-refundable once ordered.

For configuration work delivered as part of a quoted project (for example, firewall setup, Microsoft 365 tenancy hardening, or account provisioning), Support Perth will remediate defects in that workmanship at no charge where notified within 30 days of delivery. This warranty is in addition to, and does not limit, the non-excludable rights you have under the Australian Consumer Law (see clause 10).

This warranty does not cover: faults in third-party hardware, software, or cloud services (which are covered by the original manufacturer's or vendor's own warranties); changes made by you or another party after Support Perth's work was delivered; or issues caused by changes in your environment outside Support Perth's control.

Clause 5 applies to every engagement. Where Support Perth is engaged for ongoing services or a project that touches your data, you are also responsible for maintaining current, tested backups of all business data and for testing your disaster recovery procedures at a frequency appropriate to your risk — as a minimum benchmark, at least quarterly.

Support Perth is not liable for data loss where your backups are absent, untested, or have failed for reasons outside our control, except to the extent such loss results directly from our failure to exercise due care and skill (consistent with clauses 5 and 10).

Where Support Perth procures third-party products or subscriptions (software licences, cloud services, hardware) on your behalf, those products are governed by the vendor's own terms, warranties, and service levels. Pricing, renewal, and cancellation notice periods are set by the vendor.

Subscriptions procured on your behalf may auto-renew on the vendor's standard terms. You are responsible for the renewal charge unless you give Support Perth written cancellation notice at least 30 days before the renewal date so we can action it with the vendor.

Support Perth maintains public liability and professional indemnity insurance. Certificates of currency are available on written request.

Support Perth may subcontract any part of the services but remains responsible to you for the subcontractor's performance. You may not assign your rights under an engagement without Support Perth's prior written consent, which will not be unreasonably withheld.

Overdue amounts accrue liquidated interest at 10% per annum, calculated daily from the invoice due date until payment in full. You are also liable for reasonable recovery costs (including debt collection and legal costs) if amounts remain unpaid after written demand.

If an invoice is more than 14 days overdue, Support Perth may suspend the services (including managed tenant access) on written notice, without liability for resulting downtime, until the account is brought current.

Either party may terminate an engagement for material breach which is not remedied within 14 days of written notice. Fees for work performed up to the date of termination, and reasonable non-refundable third-party costs already committed, remain payable.