Repair & Service Terms

Terms of Service

These terms apply when you book, approve or proceed with repair work, Remote Help, On-site Help, technical support, website services, hosting, digital marketing or related services through My IT Shop. They explain what we are responsible for, what you remain responsible for, and what can happen when devices, websites, third-party systems or online services involve faults, delays, outages or circumstances outside reasonable control.

Last Updated: 14 September 2026

Before We Work on Your Device

Please read the following terms carefully. By leaving your device with My IT Shop, approving a repair, supplying parts or requesting technical work, you confirm that you understand and accept these service conditions. Nothing in these terms excludes, restricts or modifies a right or remedy that cannot lawfully be excluded, including under the Australian Consumer Law.

  1. My IT Shop is generally an independent repairer, not an authorised manufacturer service agent. Unless we tell you otherwise for a particular product or service, repair work may affect a manufacturer warranty or authorised-service status. This does not exclude any right, guarantee or remedy that cannot lawfully be excluded.
  2. Back up important data before repair or technical work wherever practical. Work on equipment that stores data can result in data loss. We take reasonable care, but we do not promise that data can always be preserved, recovered or restored. This clause does not limit liability where the law does not permit that limitation.
  3. Supplying your own backup drive or equipment does not make My IT Shop responsible for defects in that equipment. Customer-supplied items are used at your request and remain subject to their own condition, compatibility and third-party warranty.
  4. My IT Shop tests devices before pickup. If we are not provided with a passcode or another safe way to complete testing, full testing may not be possible and additional authorised work may be required if the device must be rebooked.
  5. Pre-existing liquid damage, corrosion and their unpredictable effects are not covered by a repair warranty. Any express warranty that applies to a supplied part or our workmanship remains subject to its stated scope, and your non-excludable Australian Consumer Law rights remain unchanged.
  6. Devices are assessed and repaired according to the issue presented by the customer and what reasonable testing reveals. Hidden or underlying faults may only become visible after the initial problem is addressed. We will seek approval before carrying out materially additional chargeable work.
  7. Uncollected equipment does not automatically become My IT Shop property merely because a fixed period has passed. Where equipment is left with us and remains uncollected, it may be stored, sold or otherwise dealt with only in accordance with the Disposal of Uncollected Goods Act 1967 (Qld) and other applicable law, including any notice requirements.
  8. A diagnostic or assessment fee may be payable even if a fault cannot be repaired or you decide not to proceed. We will disclose any applicable diagnostic fee before carrying out that assessment. Your Australian Consumer Law rights continue to apply.
  9. Technicians do not intentionally browse personal, private or confidential information beyond what is reasonably needed for the work. Information may nevertheless be visible during diagnosis, testing, data transfer or remote support. Remove or secure sensitive information where practical, and see our Privacy Policy.
  10. Repairs or technical support can affect a manufacturer warranty. Where a My IT Shop repair or service is expressly advertised, quoted or invoiced with a 12-month warranty, that promise applies to the covered parts and workmanship for the stated period and subject to its disclosed exclusions. Remote diagnosis and support do not receive a separate 12-month warranty unless we state that in writing. Australian Consumer Law rights apply in every case.
  11. Customers who supply their own parts, customer-build components or temporary repair measures do so at their own risk. Those items do not carry a My IT Shop product warranty, and we are not responsible for their inherent quality, compatibility or third-party warranty. We remain responsible for our own work to the extent required by law.

Respectful & Safe Customer Conduct

My IT Shop is committed to a safe, respectful and professional environment for customers, staff, contractors, suppliers and visitors. These standards apply to customers, account holders, authorised representatives, visitors and accompanying people whenever they interact with us in store, by phone, email, message, social media, video or remote session, at a customer site, during collection or delivery, or at another work-related location. We also expect our staff and representatives to treat customers professionally and respectfully.

  1. Making a complaint or asserting a right is not unacceptable conduct. We will not restrict service merely because a person disagrees with us, makes a genuine complaint, asks reasonable questions, seeks a review, is persistent about an unresolved issue or exercises a right under the Australian Consumer Law or another applicable law. The concern is how a person behaves and the safety or operational impact of that behaviour.
  2. Violence, threats and conduct that creates an immediate safety risk are not accepted. This includes physical assault or attempted assault, threatening gestures or statements, displaying or using a weapon, throwing objects, spitting, deliberately damaging property, blocking a person from leaving, or conduct that causes a reasonable fear of imminent harm.
  3. Abuse, harassment and discriminatory conduct are not accepted. This includes sustained yelling or swearing directed at a person, intimidation, bullying, stalking, sexual harassment, obscene conduct, personal abuse, or hostile treatment based on race, colour, sex, gender identity, sexual orientation, age, disability, religion, family responsibilities, relationship status or another attribute protected by law.
  4. Digital communications must also remain safe and lawful. Customers must not use calls, voicemail, email, messaging, reviews, social media, remote-support tools or other channels to threaten or harass people, impersonate another person, repeatedly send abusive or obscene material, publish a staff member’s private contact or identifying information, or encourage someone else to target or harm a customer, staff member or representative.
  5. Our premises, equipment, systems and services must not be misused. Theft, deliberate damage, interference with safety or security controls, knowingly fraudulent payment or refund activity, knowingly false identity or ownership claims, malware, unauthorised access attempts, or asking us to perform unlawful or unauthorised work may result in the interaction or service being stopped. This does not prevent a customer from raising a genuine payment dispute or exercising a lawful chargeback right.
  6. Repeatedly unreasonable demands can become unacceptable when they materially disrupt our work. Examples include refusing to provide information reasonably needed to investigate an issue while demanding an immediate outcome, insisting on an outcome we cannot lawfully or practically provide after a clear explanation, repeatedly contacting multiple staff about the same resolved issue without new information, or repeatedly seeking credits, free work or priority treatment without a reasonable basis after being asked to stop. We will consider the context and will not treat ordinary follow-up, distress or a complex unresolved complaint as unacceptable by itself.
  7. We consider vulnerability, disability and communication needs before deciding how to respond. Distress, disability, illness, injury, language or literacy difficulty, cultural factors, financial hardship or another vulnerability may affect communication. Where practicable, we will offer reasonable adjustments such as a support person or authorised representative, a different communication channel, clearer written information, extra time or a scheduled appointment. A restriction will be based on behaviour and risk, not a protected attribute or vulnerability.
  8. We will normally explain the concern and ask for the behaviour to stop. Where it is safe and reasonable to do so, we may give a verbal or written warning and explain what will happen if the conduct continues. For serious or immediate risk, a staff member may end a call or remote session, stop work, leave a site, ask a person to leave our premises or seek assistance without first giving a warning.
  9. Any ongoing contact restriction will be tailored and proportionate. Depending on the conduct and risk, we may require communication in writing, use of one nominated contact person, appointment-only attendance, attendance with a support person or representative, limits on the frequency or duration of contact, or no direct contact with a particular staff member. We will consider severity, repetition, available evidence, safety, operational impact, vulnerability and reasonable adjustments, and will review a restriction when appropriate.
  10. We may pause, decline or end non-urgent work where serious or repeated conduct makes service unsafe or unreasonably impracticable. We will do so only to the extent reasonably necessary and lawful. Where we have already accepted payment, property, data or ongoing work, we will take reasonable steps to secure the job, explain the next practical step, return customer property when lawfully due, and provide any notice, refund, remedy or transition assistance required by the agreement or law. Nothing in this section removes a non-excludable consumer right.
  11. Serious incidents may be referred to emergency services, police or another appropriate authority. We may preserve relevant records and seek a lawful trespass, protective or other order where reasonably necessary. If anyone is in immediate danger, call 000. These steps do not prevent a customer from contacting police, a regulator, a consumer agency or another external complaint body.
  12. Incident information is handled on a need-to-know basis. We may record relevant facts, communications, footage or job notes to protect people, investigate what occurred, manage contact, obtain advice, meet legal obligations or provide information to an insurer, emergency service, police, court, regulator or other authority where authorised or required. We handle personal information in accordance with our Privacy Policy and applicable law.
  13. You may ask us to review a conduct decision. Email noosa@myitshop.com.au with your name, job or invoice reference, the decision you want reviewed and any relevant information. Where practicable, a manager or person who was not the primary participant in the incident will review the records and respond in writing. This internal review does not limit any right to use an external dispute-resolution, consumer, discrimination, privacy or law-enforcement process.

Remote Help & On-site Help Terms

These additional terms apply to ad-hoc, casual and break-fix Remote Help and On-site Help supplied by MITS NOOSA PTY LTD (ABN 82 665 161 679), which provides these services under the My IT Shop brand from 9 Commerce Court, Noosaville QLD 4566. Our standard published business hours are Monday to Friday 9:00 AM-5:30 PM and Saturday 9:00 AM-3:00 PM, with Sunday closed. Public-holiday and outside-hours availability must be separately confirmed.

  1. How these support terms apply. By asking us to begin work by phone, email, message, remote session, onsite request or approval of a quote or estimate, you agree to the version of these terms provided or available when the work is authorised. If you have a separate signed managed services or service-level agreement with us, that agreement takes priority where it conflicts with these additional support terms.
  2. You must be authorised to request the work. You confirm that you own the equipment, system, network or account concerned, or have the owner’s or account administrator’s authority to instruct us and provide access. We may pause or refuse work until that authority is reasonably verified.
  3. Scope and outcomes depend on the fault and the available access. Support may include diagnosis, configuration, data transfer, network or Wi-Fi setup, malware removal, software installation, account assistance or general troubleshooting. Some faults are intermittent, caused by end-of-life hardware or third-party services, or cannot be safely or economically resolved. We do not promise a particular outcome unless it is included in an accepted written fixed quote.
  4. We explain the proposed work and seek approval before materially exceeding an estimate. An estimate is a reasonable assessment based on the information then available and is not a fixed price. A fixed quote is fixed only when we identify it as such in writing and the agreed scope does not change. If new information materially changes the likely price or scope, we will pause and seek further instructions where practicable.
  5. Pricing is confirmed for the particular job rather than set by this page. Before chargeable work or dispatch, we will disclose the applicable labour basis, minimum charge, diagnostic fee, onsite callout or travel charge, and any after-hours, urgent, weekend or public-holiday loading. If a fee or loading has not been disclosed and agreed, these terms do not create it.
  6. Consumer prices are total Australian-dollar prices. Prices displayed or quoted to consumers include GST and unavoidable charges to the extent they can be calculated at that time. Business-only quotes or invoices may itemise GST separately. Parts, hardware and third-party software are additional only where disclosed and authorised.
  7. Payment is due when stated in the accepted quote or invoice or, if no different due date is stated, on completion. We may require a disclosed deposit before ordering parts or beginning larger work. Available methods include cash, eligible credit or debit card and contactless payments, including Apple Pay where available, plus any method shown on the invoice. Any lawful payment surcharge will be disclosed before payment. We may pause future non-urgent work while an invoice is overdue and may use lawful recovery processes; these terms do not impose an undisclosed interest rate or recovery fee.
  8. Remote Help requires your informed permission to connect. Starting or approving a remote session authorises us to view and operate the relevant device only for the agreed support purpose. Close material you do not want visible and remain available during the session unless we agree otherwise. Any persistent or unattended access requires separate authorisation and may be revoked.
  9. Keep credentials and financial information secure. Enter passwords yourself where practical. If a credential is genuinely required for the authorised work, provide it through the agreed secure method and change it after the work where appropriate. My IT Shop will not ask for banking passwords, gift cards or one-time banking/login codes as payment or proof of identity.
  10. Remote work depends on your internet connection and third-party systems. Delays, interruptions or unsuccessful sessions can result from connection quality, power, remote-access software, operating systems, vendor services or outages outside our reasonable control. We remain responsible for carrying out our own services with due care and skill.
  11. An On-site Help request is not a confirmed appointment. We will call or otherwise contact you to confirm the issue, service address, scope, pricing basis, technician availability, travel or access details and any equipment needed before dispatch. A visit is confirmed only when we accept the booking.
  12. You must provide safe, reasonable access to the site and equipment. An authorised adult or responsible site contact must be available unless we agree otherwise. Before the visit, tell us about access restrictions and hazards such as pets, asbestos, unsafe electrical work, structural risks, aggressive behaviour, biohazards or restricted areas. Our technician may stop or decline unsafe work.
  13. A disclosed attendance or callout fee may apply if the visit cannot proceed. This may occur where access is unavailable, no authorised contact is present, essential information was withheld or the environment is unsafe. A fee applies only where its amount or calculation basis was disclosed before the booking and it is otherwise lawful.
  14. Please give at least one business day’s notice to cancel or reschedule where practicable. Any late-cancellation or missed-appointment fee applies only if it was disclosed before the appointment and reasonably reflects the booking and costs affected.
  15. You are responsible for maintaining a current, separate backup of important data wherever practical. Repair or servicing of equipment that stores data may cause data to be lost. Where the Australian Consumer Law requires a written repair notice, we will provide that notice directly before repair; this website page alone does not replace that direct notice.
  16. Australian Consumer Law Refurbished Goods Notice: 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. Where practical, we will discuss the proposed use of refurbished or replacement goods or parts before proceeding.
  17. Third-party products, software and services remain subject to their providers’ terms and licences. You are responsible for holding valid licences for software you ask us to install. We are not the manufacturer or operator of third-party products and do not control their outages, policies, compatibility or performance, but this does not affect any non-excludable rights you have against us for goods or services we supply.
  18. We handle information accessed during support only as reasonably required to provide the service, administer the job, protect systems or comply with law. We treat that information as confidential, follow our Privacy Policy and comply with privacy law to the extent it applies. You should close unrelated sensitive material before remote or onsite work where practical.
  19. Nothing in these terms excludes, restricts or modifies the Australian Consumer Law. Our services must be provided with due care and skill, be reasonably fit for a purpose you make known where the law applies, and be supplied within a reasonable time where no time is fixed. For services not ordinarily acquired for personal, domestic or household use, any permitted limitation of liability for a failure to meet a consumer guarantee is limited to supplying the services again or paying the cost of having them supplied again, where that limitation is fair and reasonable.
  20. Support must be lawful. You must not ask us to bypass security, access controls or ownership protections on equipment, networks or accounts you do not own or are not authorised to access. We may refuse work that is unsafe, unlawful, deceptive or outside our competence or agreed scope.
  21. Queensland law governs these support terms. If part of these terms is unenforceable, it is read down or severed to the minimum extent necessary and the remaining terms continue. Questions may be directed to My IT Shop at 9 Commerce Court, Noosaville QLD 4566, by calling 07 5455 5466 or emailing noosa@myitshop.com.au.

Website, Hosting & Online Service Terms

These additional terms apply where My IT Shop provides website design, web hosting, website management, email assistance, DNS support, SEO, AI visibility, Google Ads or other online services.

  1. Website hosting and uptime are provided with reasonable care, not an absolute guarantee. My IT Shop cannot guarantee uninterrupted service where downtime is caused by server maintenance, supplier outages, DNS issues, internet provider faults, cyber attacks, emergency work or circumstances outside our reasonable control.
  2. Customers remain responsible for domain name ownership and access unless My IT Shop has specifically agreed to manage it. Expired domains, lost registrar access, incorrect DNS records, third-party registrar issues or delayed domain approvals may interrupt or delay website, email or hosting services.
  3. Customers are responsible for the legality and accuracy of website content they provide. This includes text, images, logos, claims, business information, policies, pricing, licences, permissions and any content supplied for publication.
  4. Websites and online services may rely on third-party platforms, plugins, themes, payment providers, analytics tools, email platforms, hosting systems or APIs. My IT Shop is not responsible for third-party outages, pricing changes, policy changes, compatibility changes or failures caused by those external providers.
  5. Website updates can occasionally create compatibility issues. Updates to WordPress, plugins, themes, PHP, browsers, devices or third-party systems may require additional work to restore, adjust or replace affected functionality.
  6. Backups and recovery services are provided on a reasonable-efforts basis where included. Customers should not treat any backup system as a perfect guarantee against loss. Recovery can depend on available backup points, malware state, server condition, account access and third-party platform limits.
  7. Website security services reduce risk but cannot eliminate all risk. No website can be guaranteed immune from hacking, malware, spam, credential theft, software vulnerabilities, malicious users or newly discovered security issues.
  8. SEO, AI visibility, Google Ads and marketing services cannot guarantee rankings, traffic, leads, sales or specific search or AI placement. Results depend on search engines, AI platforms, competitors, budgets, content quality, user behaviour, algorithm changes and other third-party systems.
  9. Project timelines depend on timely customer input and approvals. Delays in supplying content, feedback, access credentials, domain access, payment, approvals or required information may delay design, migration, launch, support or campaign work.
  10. Website files, design work, hosting services, management work or other digital deliverables may remain unpaid work-in-progress until invoices or agreed payments are completed. Access, migration, launch, transfer or handover may be delayed where an account is overdue.
  11. Email setup, DNS changes and mailbox migrations may involve temporary interruption risk. This can occur during DNS propagation, provider migration, password resets, device setup, authentication changes or third-party mail platform changes.
  12. Hosting and website services must be used lawfully and responsibly. They must not be used for unlawful content, spam, phishing, malware, copyright infringement, abusive conduct or activity that may damage My IT Shop systems, suppliers, other customers or the public.

Customer Acknowledgement

By proceeding with repair work, Remote Help, On-site Help, technical service, website services, hosting or online service work, you acknowledge that you have read and understood these terms and conditions. You authorise My IT Shop to work on the electronic device, site, network, account, website, hosting account, digital system or related service within the agreed scope, and agree that you and anyone acting or attending on your behalf will follow the Respectful & Safe Customer Conduct standards above. You remain responsible for your own data, content, lawful authority, access and approvals, and acknowledge that some repairs, recoveries, projects or online service outcomes can be affected by past or unknown damage, manufacturer defects, third-party changes, supplier outages or other circumstances outside reasonable control. Nothing in this acknowledgement limits your non-excludable rights.

Contact My IT Shop Call 07 5455 5466