IT Services Terms | CamCore IT Services

Scope

These terms apply when CamCore (ABN 60 278 921 078, PO Box 385, Rye VIC 3941) provides IT support, repairs or goods to you outside a Managed IT Plan. Asking CamCore to do the work means agreeing to these terms and the Privacy Policy.

A Managed IT Plan runs under the Managed IT Plan Terms. Domains, web hosting, email hosting and SSL certificates bought through CamCore Billing are covered by the Hosting Terms of Service. How we work explains what to expect on the day in plain language; these terms are the agreement behind it.

Quotes and estimates

A written quote is valid for 30 days and is the price you will pay for the work it describes. A verbal estimate is a guide only.

If the work is likely to cost more than a quote or estimate, we will stop and ask you before continuing. Nothing extra is billed without your agreement.

Prices and payment

Work is charged at the rates published on Pricing on the day it is done, unless a written quote applies. Prices are in Australian dollars and include GST.

Invoices are tax invoices sent from billing@camcore.au and are payable by the due date shown. Goods remain CamCore’s property until paid for.

Authority and access

You confirm that you are 18 or over and that you own, or are authorised by the owner of, the devices, accounts and data you ask us to work on.
You authorise CamCore to access, diagnose, configure and repair them for the agreed work, including by remote session. You can see when a remote session is active and can end it at any time.
For on-site work, a person aged 18 or over must be present. If no one is present at the agreed time, we may charge the call-out quoted for the visit.

CamCore will never ask for a password, one-time code or recovery code by email, on paper or on a form. If one is needed during a session, you type it yourself.

Your data

We take reasonable care to protect your data. Before work that could affect data, we will check that a backup exists or offer to make one. Faulty storage can fail during diagnosis even when work is done with care, so we cannot guarantee recovery of data from failing hardware.

We only access personal files where the work needs it. Temporary copies are encrypted and deleted within 14 days after you confirm the work is complete.

Software and licences

We only install genuine, licensed software. We will ask before installing trial software and will not accept licence terms on your behalf without telling you. Compatibility of upgrades and parts is checked before purchase; if a part we recommended is not compatible, we will fix that at no cost.

Repairs

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.

The repair of goods capable of retaining user-generated data may result in the loss of the data.

Devices left with CamCore are recorded on a device custody receipt. Devices not collected are handled under Part 4.2 of the Australian Consumer Law and Fair Trading Act 2012 (Vic), and we will contact you in writing before taking any step to dispose of them.

Goods

Goods we supply come with the manufacturer’s warranty as well as your rights under the Australian Consumer Law. If goods are faulty, contact us first and we will handle the claim with you.

You may also return goods that are unopened and in resaleable condition within 14 days for a refund, less any non-refundable supplier charge we told you about before purchase. This change-of-mind policy is in addition to your rights under the Australian Consumer Law.

Workmanship

If the same fault returns within 30 days because of our work, we will fix it at no charge. This is in addition to your rights under the Australian Consumer Law.

Guarantees and liability

Our goods and services come with guarantees that cannot be excluded under the Australian Consumer Law. For major failures with the service, you are entitled: to cancel your service contract with us; and to a refund for the unused portion, or to compensation for its reduced value. You are also entitled to choose a refund or replacement for major failures with goods. If a failure with the goods or a service does not amount to a major failure, you are entitled to have the failure rectified in a reasonable time. If this is not done you are entitled to a refund for the goods and to cancel the contract for the service and obtain a refund of any unused portion. You are also entitled to be compensated for any other reasonably foreseeable loss or damage from a failure in the goods or service.

Where goods or services are not of a kind ordinarily acquired for personal, domestic or household use, and to the extent the law allows, CamCore’s liability for a failure to comply with a consumer guarantee is limited to replacing or repairing the goods, or supplying the services again (or paying the cost of doing so).

To the extent the law allows, CamCore is not liable for indirect or consequential loss. Nothing in these terms limits liability for negligence causing personal injury, for fraud, or any right that cannot be excluded by law.

Privacy

CamCore handles personal information under the Privacy Policy.

Complaints

To make a complaint, use CamCore Support or help@camcore.au, or write to PO Box 385, Rye VIC 3941, and say it is a complaint. CamCore acknowledges it within two business days and aims to give you a written answer within ten business days.

If a complaint is not resolved, you can contact Consumer Affairs Victoria, or the Victorian Small Business Commission for a business dispute. Both are linked from Policies.

Changes and law

The version of these terms that applies is the one in force when you engage CamCore; changes do not affect work already agreed. The current version, its last-updated date and a summary of changes are published on camcore.au.

These terms are governed by the law of Victoria, Australia.

IT Services Terms. Plain and fair.