Technical Services

All technical services (excluding provisional services) undertaken by the "supplier" or their appointed technician, employee or contractor shall be performed diligently in a professional safe manner where the"supplier" or their appointed technician, employee or contractor shall ensure that all or any safety procedures have been followed and are in the best interest of the "customer". At no time shall the "supplier" or their appointed technician, employee or contractor be permitted to undertake a service or work order that endangers the the "supplier" or their appointed technician, employee, contractor, "customer" and or their employees or the public in general.

If any additional costs are incurred in the service or work order other than those which have been quoted or supplied prior to the service or work order commencing the technician or the "supplier" shall inform the customer immediately.

If for any reason the the "supplier" or their appointed technician, employee or contractor is unable to undertake or remedy a problem or the problem lies with that of a manufacturer that requires a thrid party vendor appointed by a manufacturer or such, the "supplier" will call upon the appropriate third party vendor to supply the necessary equipment or services to resolve the problem. The "customer" accepts that additional expenses may be incurred when the services of a third party vendor is undertaken.

Although every attempt is made by the the "supplier" or their appointed technician, employee or contractor to avoid data loss from any and all causes that are in any way related to or resulting from a service or repair the "supplier" or their appointed technician, employee or contractor shall whenever necessary perform a full data back up of the system/s that require a service or work order to be undertaken.

The "customer" shall assume all risk of any data loss or data that could not be successfully backed up by the the "supplier" or their appointed technician, employee or contractor from any and all causes that are in any way related to or resulting from a service or repair. The "customer" shall indemnify the the "supplier" or their appointed technician, employee or contractor from any claim or liability related to data loss for any reason whatsoever.

The "supplier" or their appointed technician, employee or contractor shall upon completion of any service or work order delete or fully remove any "customer" back up data from their data back up hardware component or system.

The customer shall supply upon request by the "supplier" or their appointed technician, employee or contractor any passwords, software or peripherals required to undertake or complete a service or work order.

Cancellation Of Services

For onsite visits the "customer" is required to notify "the supplier"of any cancellation before or within a 2 hour time period agreed upon between the "supplier" and the "customer". Failure to provide such notice may and or will result in a minimum call out fee being charged.

No Fix No Fee Policy

Most problems and issues will be resolved at the time the requested service and or work order is undertaken. If a problem is not fixed or re-occurs, and the "supplier" or their appointed technician, employee or contractor is required return to the originating site to repeat work already performed, there will be no additional charge. It should be noted that in the unlikely event the "supplier" or their appointed technician, employee or contractor are unable to fix a problem or the "customer" chooses not to proceed with the repair job for any reason, a call out fee may or will be chargeable.

Retail Services

The "supplier" agrees to retail advertised products of computer hardware, software, computer systems and accessories via the online store of the iT Xpress website to which retailed products and or items shall be described in an accurate and informative manner or to the best of the "suppliers" ability and shall not in any way mislead prospective shoppers. Images provided are for display purposes only and may change at any given time, although every attempt is made to supply correct images some images may be shown to depict a shape or color pertaining to a series of branded products and or items of the same caliber. The "supplier" reserves the right to change, replace or offer alternative or replacement products and or items should a particular product or item be unavailable or out of stock at the time of sale.
Placing an order with the "supplier" the "customer" agrees to buy and complete the sale of the advertised products or items. Any retail purchase made by the "customer" the "customer" also agrees to the purchasing and payment terms of the "supplier".

Retail Warranty

All retail products and or items are covered with a standard return to base parts and labor warranty for a period of 12 months from the date of purchase which is referenced on the "suppliers" invoice, this warranty applies to hardware only. Some products and or items may after the 12 month standard warranty has elapsed carry a manufacturers warranty the "customer" may be required to correspond with the manufacturer direct whereas the "supplier" has no responsibility nor the authorisation to act on behalf of or for the "customer" such representation will be the sole responsibility of the "customer". Software and consumable goods are not covered by any warranty.

Retail Purchase Refunds and Returns

All goods to be returned must be returned in the packaging and or boxing it was supplied with. The items and or products returned does not guarantee that the "supplier" will accept the return.

Where a faulty product is returned and the returned product has not been used or opened or otherwise deemed unsaleable by the "supplier" you will be credited in full or provided with a replacement product of the same nature, specifications and cost unless the return is due to an error by the "supplier" in which case a replacement item will be provided. Freight charges will not be credited under any circumstances unless the retun is due to an error made by the "supplier".

Faulty goods will be subject to the normal return procedures for the specific brands being returned.

Non-faulty products must be in re-saleable condition, and will be subject to a minimum 10% restocking fee. Freight charges will not be credited under any circumstances.

The "customer" will be liable for all delivery and insurance charges incurred in respect of returned goods.

Payment Terms

All or any service rates or retail prices quoted either verbally, in writing or listed within the iT Xpress website are exclusive of GST. On completion of service or when a retail purchase is confirmed the "service provider" shall provide an invoice receipt which will include the total amount plus the GST content.

Upon receiving confirmation of a service, work order or retail purchase the "customer" is deemed to have also accepted the payment terms and conditions set out by the "service provider".

Residential and Non Account Clients

All residential and non on account "customers" will be required to pay immediately on completion of the service provided. All or any online or non internet retail purchases shall be paid at the time the purchase order is received by the "supplier" if a retail purchase order is combined with a service order, payment for services and retail purchases may be paid at the completion of the service order.

Residential and or non account payments shall be settled by Cash, Cheque, or Internet Banking. We do not accept credit card payment for our services or for retail purchases.

If paying any retail purchase order by cheque the product and or item may not be shipped or supplied until cheque funds have been processed and cleared, this may take up to 5 working days to complete.

Account Holders

Account holders will be invoiced either immediately after completion of service or at the end of each calendar month. Payment must be received within 21 days of the date of invoice or on or before the due date stated on the invoice. Retail purchases by account holders must be paid within 7 days of the date of invoice or on or before the due date stated on the invoice. In certain circumstances purchase orders under $300.00 maybe paid within the 21 day period this will be a the discretion of the "service provider" and or their affiliated credit management.

Once an invoice is generated and sent to the "customer" they may choose to pay by electronic bank transfer or cheque made all cheques should be made payable to "Hellfire Technologies Ltd" the preferred method of payment is by electronic (internet) banking see our "payment details" section for payment methods.

All invoices are submitted by email except where requested or agreed upon at the discretion of the "supplier".

Withdrawal of Services

Withdrawal of on going services, contracts or agreements must be in writing either by email or other suitable written correspondence. Any transactions made on your account/s through the "supplier" or up until the time of cancellation must be rendered prior to the cancellation date. It is the responsibility of the customer to advise the "supplier" of any withdrawal or cancellation of services, notification of cancellation of services after the payment due date may at the discretion of the "supplier" incur an additional service or administration fee. Customers who by failure of notification to cancel services may be required at the discretion of the "supplier" or any other associated company to which it acts for or on behalf of, to fully reimburse the amount owed during the course of and up to the actual cancellation date.

Indemnity

Your agreement to accept these Terms and Conditions acknowledges indemnity to the "supplier" or any other associated company to which it acts for or on behalf of for any loss incurred or damage suffered by, our customers or a third party entity, or for any claim or action which may be brought against us by a customer or third party entity, which is in anyway the result of your misuse of the services provided, or your failure to take all reasonable steps to prevent illegal or improper use of the intended services.

Miscellaneous Provisions

iT Xpress or any other associated company to which it acts for or on behalf of, and its employees, agents, contractors and technicians shall not be liable for any act or failure to fulfill its obligations in relation to provision of  it's services if the act, omission or failure arises from any cause reasonably beyond its control. These events may include (but shall not be limited to ) acts of God, strikes, riots, acts of war, epidemics, earthquakes, floods, governmental action, fire, communication line failures, power failures, computer or processing system failure due to misuse or carelessness.