Terms & Conditions

1. Services

Solutions West IT provides practical IT support, troubleshooting, technology advice, consulting and project assistance. The specific services provided will depend on the customer’s requirements and may be agreed verbally, by email, through a quote, or by another written form of approval.

2. Quotes & Estimates

Where appropriate, Solutions West IT may provide a written quote or estimate before work begins.

• Quotes describe the work, assumptions and pricing understood at the time of issue.
• A quote is based on the information available and may need to be revised if the scope or circumstances change.
• Additional work outside an approved scope will be discussed with the customer before it is undertaken wherever reasonably practicable.
• Quotes are valid for the period stated on the quote.

3. Hourly Services

Hourly IT support and consulting services are charged at the applicable rate agreed with the customer.

• Standard minimum charge: one hour.
• Additional time is generally billed in 30-minute increments.
• Remote and on-site services may have different hourly rates.
• Time may include reasonable investigation, troubleshooting, configuration, communication and documentation required to complete the work.

4. Project Services

Projects may be provided on a fixed-price or quoted basis. The agreed scope, deliverables, assumptions, exclusions and payment arrangements will be documented in the relevant quote or project agreement.

Changes to an approved project scope may result in additional charges and will be discussed with the customer before proceeding wherever reasonably practicable.

5. Customer Approval

The customer is responsible for approving work, quotes, purchases and any changes to scope. Approval may be provided by email, written confirmation or another reasonable form of communication.

Where work is requested directly by an authorised customer representative, Solutions West IT may treat that request as approval to proceed within the agreed scope.

6. Hardware, Software & Third-Party Services

Hardware, software, licences, subscriptions and third-party services are additional to Solutions West IT service charges unless expressly included in a quote.

• Customer approval will be obtained before purchasing goods or services on the customer’s behalf.
• Hardware and software availability, pricing and delivery times may change without notice.
• Third-party products and services are subject to the relevant supplier’s terms, warranties and limitations.
• Solutions West IT is not responsible for outages, failures, pricing changes or other issues caused by third-party providers.

7. Remote Support & Remote Access

Remote support may require the customer to install or run remote-support software and authorise a support session.

• Remote access will only be performed with the customer’s authorisation.
• The customer may terminate a remote session where the technology permits this.
• Remote access may involve viewing or interacting with files, applications and system information relevant to the support request.
• Where ongoing or unattended remote access is required, this will be discussed and agreed with the customer beforehand.

8. Customer Responsibilities

The customer agrees to provide reasonable access, information and cooperation required to perform the services.

The customer is responsible for providing accurate information about their systems and notifying Solutions West IT of any known risks, restrictions, outages or relevant circumstances.

9. Data & Backups

The customer remains responsible for maintaining appropriate backups of important data unless backup services have been specifically agreed as part of the engagement.

While reasonable care will be taken when working on customer systems, IT work can involve inherent risks including data loss, system interruption, configuration changes or hardware failure. Customers should maintain current and tested backups before significant changes are undertaken.

10. Payment & Invoicing

Unless otherwise agreed, invoices are payable within 7 days of the invoice date.

For first-time customers or certain smaller jobs, payment may be required on completion of the work.

Larger projects may require a deposit or staged payments as specified in the relevant quote.

Where an invoice remains unpaid after the due date, Solutions West IT may contact the customer regarding the outstanding amount and may suspend further work until the account is brought up to date.

11. Cancellation & Rescheduling

Customers should provide reasonable notice when cancelling or rescheduling an agreed appointment.

Where Solutions West IT has already incurred costs or significant time preparing for an appointment or project, reasonable charges may apply where agreed or permitted by law.

12. Confidentiality

Solutions West IT will treat confidential customer and business information obtained during an engagement as confidential and will not knowingly disclose it to unrelated third parties except where required to provide the services, authorised by the customer, or required by law.

13. Privacy

Information collected through the provision of services or through this website is handled in accordance with the Solutions West IT Privacy Policy.

View our Privacy Policy

14. Liability

Solutions West IT will provide services with reasonable care and skill. However, to the extent permitted by law, Solutions West IT is not responsible for indirect, incidental or consequential loss arising from the use of or reliance on the services.

Nothing in these Terms & Conditions excludes, restricts or modifies any right, guarantee, warranty or remedy that cannot lawfully be excluded, restricted or modified under applicable Australian law.

15. Third-Party Systems

IT environments commonly depend on third-party hardware, software, cloud services, internet providers and other systems outside our control.

Solutions West IT will take reasonable steps to diagnose and address issues within the agreed scope, but cannot guarantee uninterrupted operation of third-party systems or services.

16. Service Limitations

IT troubleshooting can involve circumstances that are not reasonably identifiable before investigation begins. Where an issue cannot be resolved within the agreed scope, Solutions West IT will explain the situation and, where practical, provide recommendations for next steps.

17. Intellectual Property

Customer data, documents and materials supplied by the customer remain the customer’s property.

Unless otherwise agreed, Solutions West IT retains ownership of its pre-existing templates, methodologies, processes, tools and general know-how used in providing services.

18. Ending an Ongoing Support Arrangement

Either party may end an ongoing support arrangement by providing reasonable notice unless a separate agreement specifies otherwise.

Any outstanding fees or approved expenses remain payable following termination.

19. Changes to These Terms

Solutions West IT may update these Terms & Conditions from time to time. The version published on this website will apply to future services unless a separate written agreement states otherwise.

20. Governing Law

These Terms & Conditions are governed by the laws applicable in Western Australia and Australia. Any dispute will be subject to the applicable courts and tribunals of Western Australia, subject to any mandatory rights available to the customer under Australian law.