Important Update: From 1 October 2026, our all-inclusive rate is $99/hr ($1.65/min) with zero card fees.
Callout fees remain unchanged. Thank you for your support!
Policies and Procedures at Tony's
Important Information & Policies
Not a fan of long T&Cs?
Check the drop-down menu below for a quick summary of the key points to know before booking, so you can decide if my service is the right fit.
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I’ll always do my best to get your tech sorted. Please make sure your files are backed up, as I can’t be responsible for data loss. Cancellations close to your booking time may incur a fee. All work comes with a 14-day service warranty, and once you’ve paid for a service, you’ll also get free lifetime tech advice for general questions.
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Tony’s Tech Support offers professional IT help with clear rates, fair cancellation policies, and a 14-day service warranty. Please back up your data, note that liability is limited, and enjoy free lifetime tech advice once you’ve booked a paid service.
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Services: Professional IT support, repairs, and advice (results not guaranteed).
Appointments: Book online or by phone. Standard hours Mon–Fri, 9–5. Higher rates apply after hours, weekends, and urgent bookings.
Rates:
$90/hr + callout fee (standard)
$135/hr weekends/after hours (1 hr minimum)
$180/hr urgent/rush jobs (1 hr minimum)
Callout fees depend on distance (calculator on website).
Payment: Due at completion. Cash, card, EFTPOS, online. Card fees may apply. Parts remain Tony’s until fully paid.
Cancellations:
Free if >24 hrs notice (in-person).
50% callout fee if <24 hrs.
Full callout fee if <12 hrs.
Remote cancellations within 6 hrs = $25 fee.
Client Responsibility: Back up your data—Tony isn’t liable for data loss.
Warranty: 14 days on the original service only.
Liability: Limited to the amount paid. No responsibility for lost profits or third-party platform issues (Meta, Google, etc.).
Disputes: Must be in writing within 7 days. Can escalate to arbitration.
Privacy: Only essential info is collected. Data stored securely, not sold, shared only if required. You can access, update, or request deletion of your data.
Lifetime Tech Advice: Free ongoing troubleshooting (basic guidance only) for paying customers. Not for remote repairs or heavy support. Subject to fair use.
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Tony provides professional, friendly support with clear rates and fair policies. Back up your data, be mindful of cancellation times, and you get the bonus of lifetime tech advice once you’re a customer.
Tony’s Tech Support
Terms and Conditions
Effective Date: 1 October 2026
Last Updated: 15 September 2026
Welcome to Tony’s Tech Support.
I provide friendly, personalised IT support, repairs and advice for everyday technology users.
By booking an appointment, purchasing a product or service, or using my services, you agree to these Terms and Conditions.
Please read them carefully. If you have any questions, I’m happy to explain anything in plain English.
1. Scope of Services
Tony’s Tech Support provides IT support, repairs, troubleshooting, consultations, device setup, software assistance, data recovery coordination and related technology services.
Services may be provided remotely, on-site or by appointment at my Hazelmere location.
I will explain the work being performed and provide estimates where reasonably possible.
However, some technical issues cannot be fully diagnosed until work has commenced. The time required and final cost may vary depending on the condition of the device, software, data or other circumstances.
I will communicate any significant changes to the expected work or cost where reasonably practicable.
Third-Party Services
Some services involve third-party products or platforms, such as:
Microsoft and Microsoft 365
Apple and iCloud
Google and Google Workspace
Meta, Facebook and Instagram
Internet service providers
Payment providers
Other software, hardware or online services
These providers have their own terms, policies and service limitations.
I cannot guarantee the continued availability, performance or functionality of third-party services.
Where I assist with a third-party service, my responsibility is limited to the support or work I provide. I am not responsible for independent actions, outages, account restrictions or changes made by those providers, except where liability cannot lawfully be excluded.
2. Appointments
Appointments can be booked through my website or by contacting me directly.
Appointment confirmation will include the relevant date, time and service details.
I reserve the right to cancel or reschedule an appointment where reasonably necessary, including due to illness, emergencies, technician availability or circumstances outside my control.
If I need to cancel or reschedule, I will provide as much notice as reasonably possible.
Business Hours
Regular business hours are:
Monday to Friday, 9:00 AM to 5:00 PM
Excluding public holidays.
After-hours and weekend services may attract additional charges.
3. Pricing and Payment
Service Rates
From 1 October 2026:
Standard rate: $99 per hour, including GST where applicable.
Equivalent rate:
$1.65 per minute.
My standard rate has no minimum charge during regular business hours unless otherwise agreed before the appointment.
After-Hours and Weekend Rates
After-hours and weekend services may be charged at time and a half:
$148.50 per hour, including GST where applicable.
Equivalent rate:
$2.475 per minute.
A minimum charge of 1 hour applies to weekend and after-hours bookings.
Urgent or Rush Services
Urgent or Rush appointments may be charged at twice my standard rate:
$198 per hour, including GST where applicable.
A minimum charge of 1 hour applies where the appointment is booked after hours or on weekends.
An appointment may be considered Urgent or Rush if:
It is created within 12 hours of the scheduled start time.
The urgent phone line is used.
Other customer appointments or jobs must be moved to accommodate it.
Other circumstances require priority scheduling.
I will advise you of any applicable urgent or rush charges before proceeding where reasonably practicable.
Callout Fees
Travel fees apply to on-site services.
For current callout fees, please see the Callout Fee Calculator on my website.
Callout fees are separate from technician time unless otherwise stated.
Changes to Pricing
I may update my service rates from time to time.
Any new rates will apply to future bookings and will be communicated through my website or directly to customers where appropriate.
4. Payment Methods
Payment is required upon completion of the service unless prior arrangements have been made.
I accept:
Cash
EFTPOS
Credit and debit cards
PayPal
PayID
Other payment methods agreed upon in advance
Card Payments
Tony’s Tech Support does not charge a separate card payment surcharge.
From 1 October 2026, standard card payments are included in my advertised service prices.
No additional card surcharge will be added simply because you choose to pay by card.
Payment Processing Errors
If a payment is accidentally duplicated, incorrectly processed or otherwise affected by a genuine payment-processing error, I will work with you to resolve the issue.
Refunds and corrections will be handled in accordance with applicable law and the relevant payment provider’s procedures.
5. Chargebacks and Payment Disputes
I understand that customers may occasionally have concerns about a payment.
If you believe a payment is incorrect, please contact me directly first so I can investigate and try to resolve the issue.
You can contact me at:
Phone: 0480 079 649
Email: tony@tonystechsupport.com.au
Unsuccessful or Improper Chargebacks
If a customer initiates a chargeback or payment dispute in relation to a legitimate and authorised transaction, and the chargeback is subsequently determined to be invalid or otherwise unsuccessful, I may seek recovery of reasonable, actual costs charged to Tony’s Tech Support by the relevant payment provider as a direct result of that chargeback.
Any amount sought will be limited to the actual chargeback-related costs incurred.
This does not include:
Penalties
Administrative fees
Profit margins
Additional compensation
Other costs not directly caused by the chargeback
I will provide reasonable supporting information about the chargeback costs if requested.
When Chargeback Costs Will Not Be Charged
I will not seek chargeback-related costs where:
The chargeback relates to a genuine error by Tony’s Tech Support.
The payment was not properly authorised.
The customer is legally entitled to a refund or other remedy.
The chargeback relates to a failure by Tony’s Tech Support to provide the agreed service.
The customer has another valid legal right to dispute the transaction.
This provision does not limit or exclude any rights a customer has under the Australian Consumer Law or other applicable law.
I may provide relevant transaction records, invoices, appointment details and service records to the payment provider or financial institution when responding to a chargeback.
Important Note
This clause does not guarantee that a chargeback fee can always be recovered from a customer.
Any recovery will depend on the circumstances, applicable law, the payment provider’s rules and whether the amount is legally recoverable.
6. Cancellation and Rescheduling
I understand that plans can change.
My cancellation policy helps cover time reserved for appointments and travel arrangements.
In-Person Appointments
More than 24 hours before the appointment
Cancelling or rescheduling is free if you contact me more than 24 hours before the scheduled start time.
Please contact:
0480 079 649
Via phone call or SMS.
Within 24 hours
If an appointment is cancelled or rescheduled within 24 hours of the scheduled start time, half the applicable callout fee may be charged.
This helps cover time reserved in my calendar for your booking.
Within 12 hours
If an appointment is cancelled or rescheduled within 12 hours of the scheduled start time, the full applicable callout fee may be charged.
This helps cover reserved time and travel costs where I may already be preparing for or travelling to the appointment.
Exceptions
Cancellation fees may be waived where reasonable, including:
Emergencies
Illness
Other circumstances outside your control
Where I am able to fill the appointment with another booking
I will consider each situation fairly.
Remote Sessions
Remote appointments cancelled within 6 hours of the scheduled start time may incur a $25 cancellation fee.
This helps cover reserved time and preparation work.
Parts and Deposits
The cost of parts and/or deposits may be charged in cases of change of mind where:
Parts have been specifically ordered for your device.
The parts cannot reasonably be returned or resold.
A deposit has been paid for work that has already commenced.
Any refund or cancellation rights required under Australian Consumer Law will still apply.
Payment and Insolvency
Payment for services already performed remains due, subject to any applicable legal rights.
7. Technician Time and Charges
Customers are charged for the time spent performing the agreed services.
This may include:
Troubleshooting
Diagnostics
Repairs
Software installation
Device setup
Data transfer
Research reasonably required to resolve an issue
Communication relating to the job
Other agreed technical work
If a session is terminated early, charges will apply for the time used.
Additional work outside the original scope may attract additional charges.
Where reasonably practicable, I will advise you before proceeding with significant additional work.
Estimates
Any estimate provided is an indication of expected cost only, unless expressly stated otherwise.
Technical issues can sometimes require more time than initially expected.
I will communicate significant changes to the estimated cost where reasonably practicable.
8. On-Site Appointments
Travel fees apply to all on-site services unless otherwise agreed.
You must provide:
A suitable workspace.
Reasonable access to the device or equipment.
Any necessary passwords, access permissions or information required to perform the agreed work.
A safe working environment.
I reserve the right to stop or refuse work if the environment is unsafe or presents an unreasonable risk.
Property Damage
I will take reasonable care when working with your property.
I am not responsible for damage that occurs due to circumstances outside my reasonable control, pre-existing damage, defective equipment or instructions provided by you.
Nothing in these Terms excludes liability that cannot legally be excluded, including liability arising from my negligence where applicable.
9. Device Handling and Data Loss
Backups
You are responsible for maintaining appropriate backups of your data before repairs, upgrades, troubleshooting or other technical work.
This includes:
Documents
Photos
Videos
Emails
Contacts
Other important files
If you need assistance with backups, please let me know before work begins.
Risk of Data Loss
Some repairs and technical procedures carry a risk of data loss, corruption or device failure.
Examples include:
Hard drive repairs
SSD upgrades
Operating system installations
Data recovery
Device resets
Software troubleshooting
Hardware replacement
I will take reasonable care when performing services.
However, I cannot guarantee that data will remain intact in every circumstance.
Data Recovery
Data recovery is not guaranteed.
The outcome depends on the condition of the storage device, the nature of the failure and other technical factors.
I will explain any relevant risks before proceeding where reasonably practicable.
Limitation
Nothing in these Terms excludes or limits any rights or remedies you may have under the Australian Consumer Law.
10. Warranty on Services
Tony’s Tech Support offers a 14-day service warranty on eligible services.
The warranty covers the original service performed and applies where the same issue returns due to the original work.
Exclusions
The warranty does not cover:
New or unrelated issues.
Damage caused after the service.
Accidental damage.
Hardware failure unrelated to the original work.
Changes made by another technician or third party.
Issues caused by software or operating system updates.
Issues outside the original scope of work.
Warranty Claims
Warranty claims must be submitted in writing within 14 days of the original service.
Please contact:
I will assess the issue and determine the appropriate remedy.
Where appropriate, I may repair the issue, provide a replacement service or offer a refund.
Any warranty provided is in addition to, and does not replace, your rights under Australian Consumer Law.
11. Consumer Guarantees and Australian Consumer Law
Nothing in these Terms is intended to exclude, restrict or modify any consumer guarantee, right or remedy that cannot legally be excluded under the Australian Consumer Law or other applicable legislation.
Where applicable, services must be provided:
With due care and skill.
In a reasonable time where no timeframe has been agreed.
In accordance with any express promises made about the service.
If a service does not meet a consumer guarantee, you may have rights to a remedy, including a correction, refund or other remedy depending on the circumstances.
These rights apply regardless of any additional warranty offered by Tony’s Tech Support.
12. Limitation of Liability
I will take reasonable care when providing services.
However, some technical issues involve risks that cannot be fully controlled or predicted.
To the extent permitted by law, I am not responsible for indirect, incidental or consequential losses arising from services provided.
This may include:
Loss of profit.
Loss of revenue.
Business interruption.
Loss of opportunity.
Loss of data.
Other indirect losses.
However, this limitation does not apply where liability cannot legally be excluded or limited.
Nothing in these Terms excludes liability for:
Fraud.
Deliberate misconduct.
Liability that cannot legally be excluded.
Consumer guarantees and remedies that cannot legally be excluded.
Other matters required by applicable law.
Where liability can lawfully be limited, the maximum liability may be limited to the amount paid for the specific service giving rise to the claim, unless another limit is required by law.
13. Disputes and Complaints
If you have a concern about my services, please contact me directly.
I aim to resolve complaints promptly and fairly.
Contact Details
Email: tony@tonystechsupport.com.au
Phone: 0480 079 649
Please provide:
Your name.
The date of service.
A description of the issue.
Any relevant invoice or appointment details.
I will review the matter and respond as soon as reasonably practicable.
External Assistance
If we cannot resolve a dispute, you may seek assistance from the relevant consumer protection authority or other appropriate dispute resolution service.
For customers in Western Australia, this may include:
Consumer Protection WA
https://www.consumerprotection.wa.gov.au/
Nothing in these Terms prevents you from exercising your legal rights.
14. Amendments to These Terms
I may update these Terms and Conditions from time to time.
Updated terms will be published on my website.
Where appropriate, I may notify customers of significant changes.
The terms applying to a booking will generally be those in effect when the booking is made, unless a change is required by law or otherwise agreed.
15. Retention of Title
Where applicable, Tony’s Tech Support retains ownership of supplied parts, products and materials until full payment has been received.
This may include:
Hardware.
Storage devices.
Software licences where legally permitted.
Other supplied goods.
If payment remains outstanding, I may exercise any rights available to me under applicable law.
I will not disable or interfere with a customer’s device or data in a way that would breach applicable law.
16. Unpaid Invoices
Payment is due by the date stated on the invoice.
If an invoice remains unpaid, I may contact you to arrange payment.
Where appropriate, I may suspend further services until outstanding amounts have been paid or an alternative arrangement has been agreed.
Any recovery action will be taken in accordance with applicable law.
17. Termination of Services
I reserve the right to refuse or terminate services where reasonably necessary, including where:
Continued work presents an unreasonable risk to your device.
The working environment is unsafe.
Required access or information is not provided.
The requested work is outside my expertise or services.
The customer behaves abusively or threateningly.
There is a risk of unlawful activity.
Payment arrangements cannot be agreed upon.
Where possible, I will explain the reason and provide reasonable notice.
If services are terminated, payment remains due for work already performed, subject to applicable law and any refund rights.
18. Referral Program
Tony’s Tech Support offers a referral program where customers may earn discounts for referring new customers.
Eligibility, rewards and conditions are detailed on my Referral Page.
Referral rewards may be subject to:
Completion of a qualifying paid service.
The referred customer being new to Tony’s Tech Support.
Other conditions stated on the Referral Page.
I reserve the right to modify or discontinue the referral program.
19. Third-Party Platforms and Meta Services
When I assist with third-party platforms such as Meta, Facebook, Instagram, Google, Microsoft or Apple, you acknowledge that those platforms operate under their own terms and policies.
These platforms may:
Process your data.
Modify or remove content.
Restrict or suspend accounts.
Change functionality.
Experience outages.
Apply their own security or enforcement measures.
I will only access your accounts with your permission.
I will not knowingly store or share your login credentials except where reasonably necessary for the agreed service and with your permission.
You remain responsible for your accounts and compliance with the relevant third-party terms.
I am not responsible for independent actions taken by third-party platforms, except where liability cannot legally be excluded.
20. Privacy
Your privacy matters to me.
I collect and use personal information only as reasonably necessary to provide services, manage appointments, process payments, communicate with you and meet legal obligations.
For details about how I handle your information, please see my separate Privacy Policy (at the bottom of this page)
I do not sell your personal information.
21. Lifetime Tech Advice
By becoming a customer of Tony’s Tech Support, you gain access to Lifetime Tech Advice, a free troubleshooting advice service.
This offer is designed to provide ongoing guidance and support.
Eligibility
Available to customers who have completed at least one paid service with Tony’s Tech Support.
The offer applies to the individual customer and is non-transferable.
Scope of Advice
Covers:
Basic troubleshooting.
General tech guidance.
Best-practice recommendations.
General advice about everyday technology.
Advice may be provided via:
Email.
Phone.
Online chat.
At my discretion.
Exclusions
Lifetime Tech Advice does not include:
Remote access support.
Physical repairs.
Data recovery.
In-depth software troubleshooting.
Extended research.
Hands-on technical work.
These services may require a separate paid appointment.
Fair Use Policy
Customers may request advice within reasonable limits.
Excessive or repetitive requests requiring extensive research, diagnostics or hands-on work may be subject to paid service.
Abuse or misuse of the service may result in its withdrawal.
Limitations
Advice is provided on a best-effort basis.
While I strive to provide accurate guidance, I cannot guarantee outcomes from DIY fixes.
You should consider backing up important data before making significant changes to your device.
Nothing in this section excludes or limits rights that cannot legally be excluded.
Changes and Cancellation
I reserve the right to modify or discontinue Lifetime Tech Advice.
Where possible, I will provide notice of significant changes.
22. Contact Details
Tony’s Tech Support
Anthony Gerald Shannon t/as Tony’s Tech Support
ABN: 89 792 481 545
📧 Email: tony@tonystechsupport.com.au
📞 Phone: 0480 079 649
🌐 Website: https://tonystechsupport.com.au/
Location:
Hazelmere, WA 6055
On-site visits and drop-off services are available by appointment.
Privacy Policy
Effective Date: 13/01/25 - Last updated: 26 July 2025
At Tony’s Tech Support, your privacy matters. We’re here to help you feel confident with technology, not confused or worried about how your personal information is handled.
This Privacy Policy explains what data we collect, why we collect it, and how we keep it safe. We’ve done our best to write it in plain English, without confusing legal jargon.
1. Who We Are - Tony’s Tech Support is run by Anthony Shannon (ABN: 89792481545), providing IT support services to clients across Perth and online across Australia.
If you have questions about this policy, you can contact us at:
Email: tony@tonystechsupport.au
Phone: +61 480 079 649
2. What Information We Collect - We only collect the information we need to provide support and run the business smoothly. This may include:
Basic contact details:
Your name
Email address
Phone number
Suburb or address (for on-site visits)
Device or service details:
Your computer/device make and model
System information (like macOS or Windows version)
Description of the issue or support request
Website and email use:
We use basic tools like Google Analytics and Meta Pixel to understand how people use our website.
These tools may collect things like:
Your general location (e.g., Perth)
The type of device you’re using
What pages did you visit
Note: This data is anonymous—we don’t see your name or exact address from these tools.
3. How We Use Your Information - We collect and use your info to:
Provide tech support and follow up on jobs
Answer your questions and send appointment reminders
Email you helpful tech tips, special offers, or updates (only if you’ve agreed)
Improve our website and services based on what people find useful
Meet legal and tax obligations as a registered business
4. Where Your Data Is Stored - We store your information safely using secure tools such as:
Encrypted business email
Password-protected job tracking systems
Secure cloud storage for backups (e.g., Google Workspace, Apple iCloud)
We take strong precautions to protect your data, but no system is 100% immune. If we ever experience a data breach that puts your personal information at risk, we’ll let you know as soon as possible.
5. Who We Share Information With - We do not sell your information. Ever.
We may share your data only when necessary—for example:
If we refer you to a trusted partner (with your permission)
If legally required (e.g., to comply with Australian law or law enforcement)
If using tools like Meta or Google for advertising, it’s in a general, anonymous form (not your name or contact details)
6. How Long We Keep Your Information - We keep your records only as long as needed to:
Provide ongoing support
Meet legal or tax requirements (typically 5–7 years)
You can ask us to delete your information anytime, unless we’re legally required to keep it.
7. Your Privacy Rights - Here are your key rights under Australian and international law:
Right to access: Ask us what data we hold about you
Right to correct: Update your info if it’s wrong
Right to delete: Request your data be removed (unless required to keep it)
Right to object to marketing: Unsubscribe from emails anytime
Right to complain: Contact the Office of the Australian Information Commissioner (OAIC) if you’re unhappy with how we’ve handled your data
8. Cookies and Tracking Tools - We use “cookies” to make our website work better—just small text files stored on your browser.
These help us:
Remember your preferences (e.g., dark mode, form entries)
See which pages people visit most (so we can improve them)
Show ads to the right people (e.g., Facebook retargeting ads)
You can control or disable cookies in your browser settings. Most of our site still works without them.
9. Email and SMS Marketing - We may send you updates, tips, or reminders via email or SMS, but only if you’ve opted in.
You can unsubscribe at any time:
Click the Unsubscribe link in an email
Reply STOP to an SMS
Or contact us directly
We follow the Spam Act 2003 (Australia) and Meta’s Communication Policies to ensure you only receive messages that are helpful and expected.
10. Updates to This Policy - We may update this Privacy Policy from time to time. If we make major changes, we’ll let you know by:
Posting a clear notice on our website
Contacting you if the change directly affects you
Need Help Understanding Any of This? We understand privacy policies can be hard to read. If you’re unsure about any part of this policy or want to talk to a real person, just reach out. We’ll explain it in plain English—no tech-speak, no runaround.
Summary for the Very Busy (or Very Tired) We collect only what we need, use it fairly, store it securely, never sell it, and let you opt out or delete it anytime.
Lifetime Tech Advice
By becoming a customer of Tony’s Tech Support, you gain access to Lifetime Tech Advice, a free troubleshooting advice service. This offer is designed to provide ongoing guidance and support, but it is subject to the following terms and conditions:
Eligibility
Available to all customers who have completed at least one paid service with Tony’s Tech Support.
The offer applies to the individual customer and is non-transferable.
Scope of Advice
Covers basic troubleshooting, general tech guidance, and best-practice recommendations.
Advice is provided via email, phone, or online chat at Tony’s discretion.
Does not include remote access support, physical repairs, data recovery, or in-depth software troubleshooting—these may require a separate service.
Responses are provided during business hours and are subject to availability.
Fair Use Policy
Customers may request advice within reasonable limits. Excessive or repetitive requests requiring extensive research, diagnostics, or hands-on work may be subject to paid service.
Abuse of this service, including excessive demands or misuse, may result in the revocation of free support.
Limitations
Advice is provided on a best-effort basis. While I strive to provide accurate guidance, I cannot guarantee outcomes for DIY fixes.
No liability is accepted for any damage, data loss, or issues resulting from actions taken based on provided advice.
Changes & Cancellation
Tony’s Tech Support reserves the right to modify or discontinue this offer at any time, with or without notice.
This service is meant to help customers stay informed and empowered—without the tech jargon! 🚀