Please read these terms carefully, as they include vital information regarding your rights and obligations when engaging eServe Infotech ("We," "Us," or "Our") (ABN: 39 764 597 173) for services. These terms govern all interactions between us and you, encompassing all tasks performed by our technicians. They are not designed to limit your legal rights under the Australian Consumer Law ("ACL"), which will take precedence in case of any inconsistencies.

Payment Methods and Conditions

We accept payments via card in person, online, bank transfer (payID), or cash. In-person card payments incur a 1.6% surcharge for most cards, and a 2.2% surcharge applies to online payments. Afterpay transactions incur a 6% + 30c surcharge. Card payments over the phone are accepted only for trusted repeat customers and come with a 2.2% surcharge. No fees are applied to bank transfer or cash payments. We will not release your item until payment for the performed work is received.

Estimates and Quotations

While we strive to provide accurate estimates, they are not guaranteed to be comprehensive or final. It is often difficult or impossible to identify every issue with a device until some work has been conducted. Our estimates may change during the service process. If our technicians need to revise the estimate, we will inform you promptly before proceeding further. Any changes must be approved by you before we continue with any work. Our initial estimate will remain valid within the original service scope, though we may advise that the original service may no longer be necessary or effective.

Repair and Service Fees

We charge a repair attempt fee for most devices involving screen replacement, laptop repairs, desktop repairs, motherboard repairs, data recovery, or prior repair attempts. If repair is unsuccessful, data recovery is not possible, or the device was previously worked on before arrival, a repair attempt fee starting from $55 will be charged to cover the time spent. In many cases, schematics are unavailable, or we are performing labor-only work (such as replacing a damaged connector), and thus cannot guarantee a working device outcome.

Parts Replacement

If parts are required to complete a service, we will notify you before ordering. We will explain the part needed, why it’s necessary, associated costs, and provide an estimated arrival time. Due to shipping times beyond our control, this estimate is not a guaranteed arrival time. If you prefer to keep your device until parts arrive, a non-refundable deposit for the total cost of the parts will be required. eServe Infotech may refuse to use parts not supplied by us due to the inability to verify functionality and compatibility. Any replacement parts not supplied by eServe Infotech are not covered by our warranty or guarantee, only by the manufacturer's warranty. By supplying your own parts, you acknowledge and agree that our work is not covered by the eServe Infotech warranty, and you waive any liability for damage caused by faulty parts or incompatibilities.

Software and Configuration

We do not have specific knowledge of your computer and its configuration. While we strive to minimize disruption to your system, we cannot be held responsible for unforeseen consequences, including data loss or corruption, loss of goodwill, business, or contracts, failure to follow our advice, recommendations, or instructions, and losses due to your use or failure to use antivirus and internet security software. If your device's operating system is reloaded, programs such as Microsoft Office, Word, Excel, and Anti-Virus Software may not be present upon return. You will need to provide the original installation media if eServe Infotech is to reinstall your software. Additional fees may apply for extended work beyond the initial repair. Programs requiring reinstallation will need their respective registration/licensing keys. It is not our responsibility if you no longer have the required registration or proof of purchase information necessary for the program to operate.

Privacy Commitment

We will never share or discuss your personal information with unauthorized individuals. If you dispose of your property/device to eServe Infotech, you must notify us in writing, and any remaining data will be securely erased. We respect your privacy and only use necessary data during service. We make every effort to transfer data securely and use encryption wherever possible.

Repair Risks

While we take every precaution to avoid damage during diagnosis/repair, some non-user-serviceable and sealed devices (such as iPads/Tablets) may incur minor pry marks or damages during disassembly. Screens are delicate and can crack or break during the prying process, especially if existing damage is present. Your device may be beyond repair or permanently damaged during repair. Circuit board components can fail without warning, especially in liquid-damaged devices where components can short circuit, oxidize, corrode, and rust. We are highly experienced and strive to minimize these risks, but they should be understood.

Shipping Procedures

We follow the shipping instructions provided in your mail-in form. Failure to request insurance renders any shipping damages your responsibility. eServe Infotech assumes no liability for shipping damages. Devices not shipped in original packaging are more prone to damage. If you send your device in a generic box, we will return it in a generic box at your own risk. If providing your shipping label, include insurance if desired; we cannot provide insurance for pre-purchased labels.

Service Duration

We aim to repair devices promptly, but many factors beyond our control can affect repair time (e.g., waiting for parts). We service devices as soon as possible in the order received. We do not guarantee specific repair times. Any service time references are best estimates based on previous experience and are not exact.

Health and Safety Measures

We reserve the right to refuse service for any equipment posing a safety or health risk.

Data Responsibility

eServe Infotech does not guarantee the security or safety of your data. While we take every precaution to protect your data, we cannot assume liability for data loss resulting from our services. If a procedure may result in data loss, we will inform you and offer data backup at an additional cost. However, we cannot predict all potential data loss scenarios. We strongly encourage you to back up important files and documents before service.

Repair Cancellation

If you cancel your repair while/after work has begun, you will be liable for any parts ordered and applicable labor fees. Call-Out Cancellation Fee A $20 fee applies if you cancel your appointment without more than 1 hour's notice.

Abandoned Property

Any property left with eServe Infotech for more than 3 months without prior arrangements (after notification of readiness for collection) is considered abandoned per the Uncollected Goods Act. Your device will be recycled or resold to recover costs. Any data on the device may be permanently erased. We will make our best efforts to contact you several times before this occurs.

On-Site Service Conditions

You must ensure the property or location where our technicians will work is free from hazards or potential health dangers. Our technician may refuse service if they feel unsafe. We reserve the right to refuse service for any equipment posing a safety or health risk.

On-Site Appointment Attendance

Ensure you or an authorized person is present at the scheduled appointment time to allow our technicians access to your property. If our technicians must wait excessively or cannot access the property or equipment due to you or your authorized person, a service fee will be charged for the time spent on-site.

On-Site Payment

Payment for on-site work must be made before the technician leaves the premises.

Parking Expenses

Any parking or sundry expenses incurred by eServe Infotech during an on-site callout will be added to the invoice if you cannot provide free parking within a reasonable distance from your home or business.

Warranty and Guarantees

eServe Infotech offers a 90-day workmanship guarantee on all labor performed. If your device malfunctions or fails within 90 days from receiving it back from service, we will repair it again at no extra cost. The issue must be related to the original work order. If unrelated, you will be notified of repair costs before proceeding. No refunds are issued before we attempt the repair again to verify the claim's validity. Refunds are only issued if we cannot fix your device, minus the repair attempt fee and return shipping. For mail-in, if your device qualifies for warranty repair, you are responsible for shipping it back to us, and we will cover return shipping.

Warranty on parts

Warranty on parts depends on the manufacturer's warranty or as stated during service. User error or negligence causing recurrence of original symptoms within the 90-day guarantee period, including physical damage, liquid damage, electrical damage, and damage from harmful software, voids the eServe Infotech warranty.

Physically tampered or damaged

If your device is physically tampered with or damaged within the warranty period, the eServe Infotech warranty is void. This includes cracked screens, dents, internal damage not present at the original repair time, attempts to modify the device, using non-original charging cables, or any action causing repair failure. Some eServe Infotech services may void your manufacturer’s warranty. By accepting our service, you agree we are not liable for voiding your device manufacturer's warranty.

Additional Warranty Exclusions

We do not offer warranties or guarantees, explicit or implicit, on the following: