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.

  • 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.

  • 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.

    • 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.

  • 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.

Terms and Conditions

Welcome to Tony’s Tech Support. By booking an appointment or using our services, you agree to the following terms and conditions. Please read them carefully.

  • Scope of Services

    Tony’s Tech Support provides IT support, repairs, and consultations. All services are performed professionally, but results may vary depending on the issue. Tony’s Tech Support does not guarantee that any service will resolve all issues, and Tony’s Tech Support is not responsible for any unforeseen complications that may arise.

    Suppose you use our services to connect or interact with third-party platforms (such as Meta, Facebook, or Instagram). In that case, you acknowledge that those platforms may apply additional terms and conditions, including broad license rights over your data or content.

  • Appointments

    Appointments must be scheduled through our website or by contacting us directly. Confirmation will include appointment details. Tony’s Tech Support reserves the right to cancel or reschedule appointments due to unforeseen circumstances, including technician availability.

    Regular business hours are 9:00 AM to 5:00 PM, Monday to Friday (excluding public holidays). After-hours apply outside these times, and weekend rates apply on Saturdays and Sundays.

  • Payment Policy

    Payment is required upon service completion unless prior arrangements are made. Tony’s Tech Support accepts cash (exact change only), credit cards, EFTPOS, and online payments. Transaction fees may apply to card payments (up to 2.9% + 25c for international cards). By agreeing to these terms, you grant Tony’s Tech Support the right to register a security interest over any unpaid goods or services under the Personal Property Securities Act 2009 (Cth).

  • Cancellation and Rescheduling

    In-Person Appointments:

    • Cancelling or rescheduling is free if you provide a reason and contact 0480 079 649 (via call or SMS) more than 24 hours before the scheduled start time.

    • If cancelled or rescheduled within 24 hours of the scheduled start time, half the callout fee will be charged. This covers the cost of holding time in the calendar for your booking.

    • If cancelled or rescheduled within 12 hours of the scheduled start time, the full callout fee will be charged. This covers both the reserved time and travel costs as the technician is already en route.

    Remote Sessions:

    • Remote appointments cancelled within 6 hours of the start time will incur a $25 flat 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. This applies where parts are specific to your device and cannot reasonably be resold or returned.

    Transaction fees are non-refundable. If an appointment is cancelled due to insolvency, payment for any work already performed remains due immediately.

  • Technician Time & Rates

    The standard hourly rate is $90 per hour plus a callout fee, with no minimum charge during regular business hours.

    • After-hours and weekend rates are charged at time and a half ($135 per hour) plus a callout fee, with a minimum charge of 1 hour.

    • Urgent or Rush appointments and repairs are charged at twice the regular rate ($180 per hour) plus a callout fee, with a minimum charge of 1 hour when booked after hours or on weekends. An appointment may be considered Urgent or Rush if it is created within 12 hours of the start time, if the urgent phone line is used, or if other customer appointments or jobs must be moved to accommodate it. Determining urgency is at the discretion of Tony’s Tech Support.

    • A minimum charge of 1 hour applies to all weekend and after-hours bookings.

    For details on callout fees, please see the Callout Fee Calculator on our website: Callout Fee Calculator.

    Clients are charged for the technician’s time spent during the appointment. If a session is terminated early, charges will apply for the time used. Additional fees may apply for extended troubleshooting or diagnostics beyond the initially estimated time.

  • On-Site Appointments

    Travel fees apply to all on-site services. A suitable workspace must be provided. Tony’s Tech Support is not responsible for any damage caused to your property during service unless due to gross negligence.

  • Device Handling and Data Loss

    Clients are responsible for backing up their devices before repairs or services. Tony’s Tech Support is not liable for data loss or damage during service. By using our services, you acknowledge that data loss is always a risk and waive any claim against Tony’s Tech Support for lost or corrupted data.

    If third-party platforms are accessed or modified during service (e.g., account integrations, social platform troubleshooting), you acknowledge the risk of data changes or deletions governed by those platforms’ own rules and waive any claim arising from actions those platforms take independently of our work.

  • Warranty on Services

    Tony’s Tech Support offers a 14-day warranty on all services. Warranty claims cover only the original service and exclude new or unrelated issues. Warranty claims must be submitted in writing within 14 days. Tony’s Tech Support reserve the right to repair, replace, or refund at our discretion.

  • Limitation of Liability

    We are not responsible for any indirect, incidental, or consequential damages resulting from our services. Total liability is limited to the amount paid for the specific service. You agree that we are not liable for any loss of profit, revenue, or business interruption arising from our services.

    Where services involve integration or use of third-party platforms (e.g., Meta, Google, Apple), you agree that any actions taken by those platforms (including account restrictions, content takedowns, or data removal) are outside our control, and we are not liable for resulting impacts.

  • Disputes and Complaints

    Any disputes must be submitted in writing within 7 days of service. Tony’s Tech Support strives to resolve them promptly and amicably. If a resolution cannot be reached, disputes may be escalated to an independent arbitrator, with costs shared equally between both parties.

  • Amendments

    Tony’s Tech Support reserves the right to modify these terms at any time. Clients will be notified of changes via email or our website. Continued use of our services after an update constitutes acceptance of the new terms.

  • Retention of Title

    Tony’s Tech Support retains ownership of all supplied parts and materials until full payment is received. If payment is not made in full, Tony’s Tech Support reserves the right to reclaim or disable any installed components.

  • Termination of Services

    Tony’s Tech Support reserves the right to refuse or terminate services if Tony’s Tech Support determines that continued work poses an unreasonable risk to your device or our business operations.

  • Referral Program

    Tony’s Tech Support offers a referral program where customers can earn discounts for referring others. Full details can be found on our Referral Page.

  • Third-Party Platforms and Meta Services

    By allowing us to assist with services involving third-party platforms such as Meta (including Facebook and Instagram), you agree to their respective terms of service, including:

    • Granting those platforms the right to use, modify, and distribute your content.

    • Complying with their data handling requirements.

    • Providing any necessary consents for your data to be accessed, modified, or deleted as part of those platforms’ functionality.

    Tony’s Tech Support will not store or share your login credentials for third-party platforms and will only access your account with your permission during service sessions.

    We are not responsible for changes or enforcement actions taken by third-party platforms, including account restrictions, data deletions, or service disruptions.

By booking an appointment or using our services, you acknowledge and agree to these terms. For questions, please contact Tony at tony@tonystechsupport.com.au.

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! 🚀

Tony’s Tech Support

Email: tony@tonystechsupport.com.au

Phone: +61 480 079 649

Website: https://tonystechsupport.com.au