Tech On Wheels Terms and Conditions
Tech On Wheels
Last updated: 11 September 2026
1. About these terms
These terms explain how Tech On Wheels supplies repairs and IT support to home and business customers in Hamilton and nearby Waikato areas. They cover laptop, desktop and MacBook repairs, screen replacements, upgrades, onsite and remote support, malware removal, backup and recovery work, networks, printers, email, and other services we agree to provide.
We will make these terms available before you approve work. Your accepted quote or job confirmation records the specific services, prices and any agreed arrangements. A website enquiry alone does not confirm an appointment or authorise a repair. Any special terms must be clearly disclosed and agreed before they apply.
Nothing in these terms excludes or limits rights you have under the Consumer Guarantees Act 1993, Fair Trading Act 1986, Privacy Act 2020 or other law that cannot lawfully be excluded. These terms do not automatically exclude the Consumer Guarantees Act for business customers.
2. Agreeing the work
We will discuss the reported problem, the result you need and the proposed work. Please tell us about previous repairs, liquid or impact damage, intermittent faults, encryption, important files and other information that could affect the job.
You must own the equipment or have authority from its owner to approve the work and the necessary access to accounts, software and data. For business work, please identify who can approve changes and expenditure. We may ask for reasonable evidence of authority, particularly for account recovery or locked devices. We cannot bypass ownership protections or use software unlawfully.
We will seek approval before additional work, replacement parts, paid software, specialist referrals or charges outside the agreed scope. We will explain any material change to the estimate before proceeding. If we cannot contact you, we will pause work requiring further approval.
3. Prices and payment
Our pricing page describes our advertised rates. Before starting, we will confirm the applicable rate or quote, minimum charge, charging increments, what a remote session includes, parts and software costs, and any applicable GST. Prices are in New Zealand dollars.
A quote is a price for the stated work; an estimate is a guide based on what is known at the time. We will not increase an accepted fixed quote without agreeing a change in scope and price. Later website price changes do not alter a job already agreed. If no price has been agreed, any charge must be reasonable.
We do not charge a call-out fee or an extra after-hours or weekend surcharge. Payment is due as agreed when booking or accepting the quote and shown on your invoice. Any deposit must be disclosed and agreed beforehand. Please contact us promptly if you query an invoice.
4. No Fix, No Pay
Our advertised promise is simple: if we cannot fix the issue we have agreed to repair, you do not pay for that unsuccessful repair. We will not add an undisclosed diagnostic or attendance charge to get around this promise.
Where a booking contains several separate tasks, we will agree their scope and charges beforehand so that any charge relates to completed, separately authorised work. Buying a separate product or commissioning a new installation, upgrade or website project will be explained and priced as such. This does not turn an unsuccessful repair into a chargeable job or reduce your consumer rights.
5. Appointments and onsite work
We confirm appointment times and service availability directly with you. Same-day help depends on availability; it is confirmed only when we agree a booking. Completion times depend on the fault, access and parts availability. We will tell you about significant delays and discuss the options. Where no completion time is agreed, we will work within a reasonable time.
Please provide safe access, suitable power and, where needed, an internet connection and an authorised person available to assist. Tell us about site hazards or access restrictions. We may pause or reschedule work where conditions are unsafe, access is unavailable or authority is unclear, and will explain the next step.
6. Backups and the risk of data loss
Please back up important files before work starts where it is safe and practical to do so. If your device is failing or you cannot make a backup, tell us before further use; we can discuss backup or recovery options. A standard repair does not automatically include a complete backup.
Repairs, malware removal, recovery attempts and failing storage can involve a risk of data loss. We will explain material risks we identify and seek your specific approval before formatting, factory resetting, erasing data or another step expected to remove files. If backup work is included, we will agree what is to be copied and where it will be stored.
Recovery is not always possible, and the condition of a device may limit what can be recovered. We will explain realistic options rather than promise a particular recovery result without a basis. Your decision to proceed, or the absence of a backup, does not waive our duty of care or your legal rights if our work causes loss.
7. Device access and remote support
You authorise only the access reasonably needed for the agreed work. Our remote-support page links to TeamViewer. We will obtain your permission before connecting. You may end the session at any time; we will discuss any remaining work and applicable charges consistently with No Fix, No Pay.
Close unrelated files before remote access. Where practicable, enter your own passwords and verification codes or use a temporary account. Never provide an online banking password or PIN for a repair. Ongoing unattended access, recordings or monitoring require a separate agreement. We handle personal information under our Privacy Policy, available on our website or on request.
8. Parts, workshop repairs and handover
We will confirm proposed replacement parts and explain if they are used, refurbished or compatible alternatives to original-brand parts. Parts availability can affect price and timing. We will explain before arranging workshop work or sending a device or data to an outside specialist, including any additional cost or access involved.
Please identify accessories you leave with us. We will take reasonable care of equipment in our custody and agree how it will be returned. Tell us if you want replaced parts back; we will explain any supplier warranty-return requirement. We will agree any disposal or recycling of your equipment or storage media and the required data handling beforehand.
When work is complete, we will explain the work performed and any remaining issues. Please check the device and any transferred or recovered files promptly and tell us about concerns. A handover or payment does not waive rights relating to defects discovered later. If equipment remains uncollected, we will attempt to contact you and follow applicable legal requirements before any sale or disposal; ownership does not automatically pass to us after a fixed period.
9. Software, security and third-party services
You are responsible for holding appropriate licences for software you supply. We will obtain approval before installing chargeable software or starting a subscription. Account providers may require your own identity verification or approval before changes can be made.
Security threats change. Malware removal or security setup does not mean a device can never be infected again. We will explain recommended updates and practical protection steps. This does not limit our responsibility for the standard of work we provide.
Internet, email, cloud and other providers may have their own terms and charges. We will explain relevant third-party costs before arranging them. Where we sell a service to you, referring to another provider does not remove our own obligations or any service promise we have made.
10. Websites, hosting and ongoing support
Website development, hosting, business email, cloud backup and ongoing support require an agreed scope covering deliverables, fees, third-party subscriptions, renewal and cancellation arrangements, access, ownership or licensing, handover, and any ongoing maintenance or backup responsibilities. Project changes need approval before extra charges apply.
Any advertised or agreed service commitments remain applicable. For hosting, we will explain the operation of the advertised uptime guarantee and support arrangements, including how to report a problem and obtain an applicable remedy. These general terms do not withdraw those commitments. A one-off repair does not itself create an ongoing managed-support contract.
11. Cancellation and stopping work
Please contact us as soon as possible if you need to cancel or reschedule. If work has started or you have approved a special order, we will explain any reasonable amount payable for separately authorised work completed or costs actually and unavoidably incurred. We will take reasonable steps to minimise these costs, account for amounts recovered, and refund any balance of a prepayment that is not properly due.
We will not use cancellation charges to avoid No Fix, No Pay or a statutory right to cancel or obtain a remedy. No automatic cancellation, restocking or missed-appointment fee is imposed by these terms. If we need to stop work, we will explain why, arrange return of your property and account for any payment fairly.
12. Workmanship, faulty parts and your rights
We will carry out services with reasonable care and skill. Where the Consumer Guarantees Act applies, its guarantees include fitness for the particular purpose or result you make known to us, subject to the Act, and reasonable time and price where these have not been agreed. Goods we supply must also meet applicable legal guarantees.
If a service failure can be remedied, you can require us to put it right within a reasonable time. Other remedies may apply if we refuse or fail to do so, or the failure cannot be remedied or is substantial. Depending on the circumstances, rights can include cancellation, a refund, repair elsewhere at our reasonable cost, and compensation. Remedies for faulty goods may include repair, replacement or refund.
Please tell us about a problem with our work or a supplied part so that we can assess it and provide the remedy required by law. Any extra written warranty or manufacturer's warranty is in addition to your statutory rights. Those rights are not restricted to a short reporting window or the manufacturer's warranty period.
An unrelated new fault, later accidental damage or a new infection may require separately quoted work. We will not classify an issue as new without considering whether it resulted from the original service or a supplied part.
13. Responsibility for loss
We are responsible for loss or damage to the extent required by law, including reasonably foreseeable loss recoverable under applicable consumer law. These terms do not exclude all data loss, limit every claim to the repair fee, or excuse a failure to exercise reasonable care.
The cause of a problem matters. A pre-existing failure, an event outside our responsibility or a customer's later action does not automatically make us responsible for every resulting loss. Equally, describing a risk or identifying a third-party problem does not remove liability where the law makes us responsible. We will assess concerns on their facts and work with you to resolve them.
14. Questions and complaints
Contact info@techonwheels.co.nz or call 022 329 9442. Please include your name, job or invoice details, a description of the concern and the outcome you are seeking. We will investigate and discuss a fair resolution with you.
You can obtain information about your rights from Consumer Protection New Zealand. If we cannot resolve a dispute, either party may use the Disputes Tribunal or another appropriate process. Privacy concerns can also be raised with the Office of the Privacy Commissioner.
15. Website use and changes to these terms
Our website and articles provide general information. Advice for a particular device or business depends on its circumstances and the work agreed with you. Please use the website lawfully and do not interfere with its security or other users. External links lead to services governed by their own terms.
New Zealand law governs these terms. Updates will be dated and apply to future bookings. An update will not retrospectively change an existing job or remove accrued rights. Changes to an ongoing service will follow the notice and agreement process applicable to that service and the law.