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Warranty & Terms

Service Terms

Please read below carefully before work is completed as this document is important. It outlines the terms and conditions you are entering into with “The Trustee for TRRCS Humphries Family Trust”, trading as “MJ Consultants” ABN: 32 554 328 598.

For the purpose of this document, the terms “I” “we” “us” “our” “technician(s)” “MJ Consultants” all refer to the business named at the top of this document, it’s employees and directors.  The terms “you” “your” “customer” “client” will refer to the customer, including (but not limited to) directors, managers, employees, end users, and/or sub-contractors acting on your behalf.

As a valued customer, you have rights under legislation that is set out by the Australian Consumer Laws.  Therefore, if you have any questions please do not hesitate to contact us on (07) 5665 7113, as this document is not intended to take away any of your rights.

1.  Hardware Warranty

All items sold will come with a 1-year, RTB (return-to-base) hardware warranty, unless specified.  Consumable items (e.g. batteries, printer inks/toners) may have a shorter warranty term.  Hardware warranty does not include any customer data and it is the customer’s responsibility to ensure their data is backed up prior to warranty service.  MJ Consultants cannot accept any liability for loss of data.  If after performing diagnostics it is found there is no hardware fault, service fees will apply equivalent to the time spent performing the diagnostics as per section 4.  Any onsite warranty testing will be charged at the standard onsite rates as MJ Consultants does not offer onsite warranty service.

2.  Our obligation to you

We promise to you that:

  • We will carry out and complete required work as requested by you at the designated premises (either the MJ Consultants office or another location), after being notified and terms agreed to;
  • We shall carry out and complete the work in a proper, workmanlike and professional manner; and
  • We shall carry out and complete the work in compliance with all appropriate laws, in relation to this agreement.

3.  Your obligation to us

You agree that:

  • The request for service has been consented from or on behalf of an authorised person. It is the responsibility of the person(s) whom requested service to organise the appropriate consent.
  • You or a consented person will be present at the premises where service has been requested, to give us (including our subcontractors) access to the premises, which will be in suitable condition to conduct relevant service works.
  • You or a consented person will be present at the premises where the service has been requested; to check and sign off on service work completed.
  • You or a consented person will be present at the premises where the serviced has been requested; to make required payment.
  • You shall provide a safe working environment for us (including subcontractors) to conduct service works.  You agree that technicians may from time to time require access to drinking water and/or bathroom facilities. You also agree that the technician(s) are able to take an appropriate break in accordance with their employment rights.  This may impact upon the time taken to perform the requested task, however you will not be charged for the time the technician(s) were on break.

4.  Scheduled Fees

Standard fees apply between the hours of 0800 – 1700, Monday – Friday, AEST (local time to Gold Coast, QLD, Australia).

  • Call out Fee: $100 per hour of travel (incl. GST) billed in 15 minute increments
  • Remote and Onsite Labour rates: $120 per hour (incl. GST) billed in 15 minute increments
  • Workshop rates: $100 per hour (incl. GST) billed in 15 minute increments
  • After Hours rates: $240 per hour (incl. GST) billed in hourly increments.  Please note that after hours support is subject to technician availability.  After hours rates apply outside of the standard office hours of 8am-5pm Mon-Fri

5.  Terms of Fees

You agree that your accounts are your responsibility and accounts must be paid per the terms shown on the invoice. If the account is not paid within a reasonable timeframe you agree to pay interest on the overdue amount at a rate of twenty percent (20%) per annum calculated from the date of the invoice until payment is received in full, and to pay all expenses incurred by you in pursuant to recovery of overdue amounts, including (but not limited to) legal fees, administrative costs, location and services fees and any commission payable to debt recovery consultants.

Any unpaid fees which are deemed overdue are suitable grounds for Cortech Systems to deny any further requests for support or appointments until such time as all fees owing are paid in full.  Continued delay in payments may result in further action being taken such as suspending any accounts Cortech Systems may be managing on your behalf.  Sometimes the suspension of accounts may cause serious impairment to your business (such as suspension of an email hosting account) for which Cortech Systems will not be liable for any related consequences from this action. Cortech Systems will attempt to contact you a minimum of two (2) times before any such suspension will occur.

6.  What the Fee doesn’t include

We will not work with hazardous materials, and we will not work in dangerous situations without appropriate safety equipment (e.g. in a factory or at height).  It is your responsibility to inform us that we may be working in a potentially dangerous situation and also to provide appropriate safe working conditions. We will not perform any function not directly related to the task(s) required and for which Cortech Systems does not offer service.  The fee also does not include removal and/or recycling of leftover materials from the task(s) performed.  There may be situations where Cortech Systems is able to offer recycling of IT equipment however this may be at extra charge and will be negotiated separately.

7.  What happens if we cannot complete the works?

We will do our utmost to carry out and complete works, but sometimes there will be occasions in which we will be unable to do so. Some of these reasons include:

  • Additional services or equipment is required
  • Access to the premises limited
  • Safety and legal compliance

If this is the case, we will contact you and advise of changes and obtain further instructions from you. If you decide not to proceed with the further-required service works, then we will invoice for work performed (if any) up until the point you have decided to discontinue proceeding.  If no work has been performed, no charge will apply unless section 9 applies (below).

8.  What happens if you have concerns about the service?

If you have any concerns about the service, then contact our office on (07) 5665 7113 or info@cortechsystems.com.au, and we can discuss the complaint and attempt to find a resolution.

  • If it is found your concern arises from the technician not fixing the original problem, then no fees will apply.  This does not apply if the technician is working with third-party technologies and is able to show proof of support from the third-party company (such as a support case).  In this instance the technician cannot be found at fault as the issue is a third-party issue.
  • If it is found to be the result of user error or the responsibility of the person(s) whom requested service (or an associated end user) full charges will apply.
  • If it is found that the incomplete resolution is because a further required quote or task has not been approved by you, then full charges will apply for all work performed up until that time.

9.  Cancellation Fee

All required works must have a booked time with a Cortech Systems technician.  If for any reason the appointment is no longer required, you must inform the Cortech Systems office as soon as possible.  This is to allow us to reschedule the time and not have a technician’s time wasted unnecessarily.  The cancellation of an appointment must be either a phone call, or in writing and emailed or posted.  If cancellation of an appointment is not made by a phone call to the head office number (07) 5665 7113, or put in writing to info@cortechsystems.com.au or the PO Box, a minimum of (24) twenty four hours prior to appointment time, then a $50.00 + GST fee may apply.  Any other form of contact (such as text message) is not suitable for a cancellation.