Terms & Conditions

Effective 17 October 2026

2.1 About these terms

These terms apply when you buy products or services from CUT Computers (PTY) Ltd, ABN 15 146 278 186, of Shop 6 - 421 The Entrance Road, Long Jetty NSW 2261 ("CUT Computers", "we", "us"). They cover repairs, products, remote support and managed IT services. If you have a separate written agreement or quote with us, that document also applies, and if the two conflict, the specific agreement or quote prevails. Nothing in these terms limits the rights you have under the Australian Consumer Law.

2.2 Your consumer guarantees

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.

2.3 Quotes, prices and payment

• Prices on our website and in quotes include GST unless they are clearly marked as excluding GST for business customers.
• Quotes may change if parts availability or supplier pricing changes before you accept. We will confirm any change with you before going ahead.
• We may ask for a deposit before starting work. We will tell you the amount first.
• Payment is due when the agreed work is complete. We may keep your device until the charges for that job are paid.
• We don't add a surcharge for payments by Visa, Mastercard or eftpos cards.
• Standard rates apply during business hours, Monday to Friday. Work after hours, on weekends or on public holidays is charged at 1.5 times the standard rate, and we will tell you before booking it.

2.4 Checking (assessment) fees

We'll tell you before we accept your device whether a checking fee applies and how much it is (including GST). If a checking fee applies, it is capped at the amount we quote. We will contact you with a quote before doing any further work.

2.5 Your data and backups

Repairs can affect the data on your device. Please back up your data before you bring your device in. We back up data only if the job requires it or you ask us to, and we will tell you the cost first. When we do a backup, we copy user files and folders. Programs other than the standard operating system usually need to be reinstalled, and we can do this for an additional charge. Please tell us if your files are kept anywhere unusual. We only access or copy your data as needed for the job you have asked us to do. Any backup copies we make for a job, other than the copy we give you, are securely deleted once the job is complete.

2.6 REPAIR NOTICE — given under the Australian Consumer Law

2.7 Our responsibility to you

• We carry out our services with due care and skill.
• If something goes wrong because of a failure by us, you have the rights and remedies in "Your consumer guarantees" above.
• We are not responsible for loss or damage that is not caused by our failure to meet a consumer guarantee or by our negligence or breach of these terms. Examples include problems caused by existing faults, by your own changes after our work, or by third-party software or services we don't control.
• If parts are damaged during a repair through our fault, we will repair or replace them at our cost and tell you before using any refurbished part.
• Business customers. If you acquire goods or services from us that are not of a kind ordinarily acquired for personal, domestic or household use, then, to the extent the law allows, our liability for failing to comply with a consumer guarantee is limited to supplying the goods or services again, or paying the cost of having them supplied again (or, for goods, repairing or replacing them or paying for that).
• Nothing in these terms excludes, restricts or modifies any right or remedy, or any guarantee, warranty or other term implied or imposed by the Australian Consumer Law or any other law, that cannot lawfully be excluded, restricted or modified.

2.8 Products we sell or install

If a product we sold or installed for you has a problem, contact us first. You don't need to go to the manufacturer. We will assess the product and provide a repair, replacement or refund as the Australian Consumer Law requires, and we may deal with the manufacturer or distributor on your behalf. Any manufacturer's warranty is in addition to your consumer guarantee rights. If we reinstall a replacement part under warranty for a job we originally did, we don't charge labour for reinstalling the part. Reinstalling software and data may be charged, and we will tell you before doing it.

2.9 Our labour warranty (warranty against defects)

In addition to your rights under the Australian Consumer Law, CUT Computers warrants its labour as follows:

• General repairs, replacements and services: 3 months from the date the work is completed.
• New computer builds: 1 year from the date you receive the computer.

What's covered: if a fault appears during the warranty period because of our workmanship, we will fix it at no charge to you.

What's not covered: faults caused by changes, modifications, accidents or misuse after our work, by someone other than us, or by new malware infections (see 2.10). Your consumer guarantee rights still apply.

How to claim: contact CUT Computers (PTY) Ltd, Shop 6 - 421 The Entrance Road, Long Jetty NSW 2261, phone (02) 4333 8889, email support@cutcom.au. Give us your name, job or invoice number and a description of the problem, and bring or send the device to us (or arrange a remote session).

What we will do: we will assess your claim promptly. If the claim is valid, we will rectify the work at no cost to you.

Costs: if the claim is valid, we will cover our labour and parts, and reimburse your reasonable costs of returning the device to us. Please keep receipts and send them to us with your claim.

The benefits given to you by this warranty are in addition to other rights and remedies available to you under the law.

2.10 Malware removal

After we remove malware, a device can be infected again by the same or new malware through later use. If an infection returns and our assessment shows our original removal was incomplete, we will repeat the removal at no extra cost. We will explain our assessment to you. If you disagree with it, please raise it under "Complaints and disputes" (2.20). This doesn't limit your consumer guarantee rights.

2.11 Screen replacements

Please tell us as soon as possible if you notice any problem with a screen we replaced, so we can fix it quickly. Damage to a screen after the repair that is not caused by our work, such as drops or impacts, is not covered by our labour warranty. This does not affect your consumer guarantee rights.

2.12 Uncollected goods

When your device or goods are ready, we will contact you to collect them. If goods are not collected, we follow the Uncollected Goods Act 1995 (NSW):

1. Disposal notice. We will give you a disposal notice in person, by letter or by email. It will include our business name, a description of the goods, the address where you can collect them, a statement of any charges owing (the agreed charges for the work plus any actual removal, storage, maintenance and insurance costs, and whether we intend to deduct them from any sale proceeds), and the date on or after which the goods will be sold, kept or destroyed unless they are collected and the charges paid.
2. Notice periods:
3. Goods worth less than $1,000: at least 14 days' notice.
4. Goods worth $1,000 to $20,000: at least 28 days' written notice. After that, the goods may be sold by public auction or by private sale for a fair value.
5. Goods worth more than $20,000: we will apply to the NSW Civil and Administrative Tribunal and follow its orders.
6. Personal documents (for example, identity, financial or legal documents and photographs): at least 28 days' written notice. After that, they will be returned to their author or securely destroyed.
7. If we can't reach you, we will make reasonable efforts to contact you before taking any action.
8. Proceeds of sale. From any sale we will keep only the agreed charges for the work and our actual costs of removal, storage, maintenance, insurance and disposal, with no profit. Any surplus will be paid to you or, if we can't find you, transferred to Revenue NSW as unclaimed money. If the proceeds don't cover the charges, the balance remains payable.
9. Your data. We don't access or use data on uncollected devices. Before any device is sold, recycled or disposed of, we securely erase all storage media in it.
10. You can collect your goods at any time before the disposal date by paying the charges owing for that job.

2.13 Transport of equipment

If the job requires it and you agree, our staff or contractors may collect, transport or deliver your equipment to or from a repair destination. We will tell you about any transport charge first.

2.14 Software licences and accounts

Some software licences must be deactivated before uninstalling or moving to a new device. Deactivation must be confirmed by an authorised account holder. If a job needs access to one of your accounts, we will ask you to sign in for us or set a temporary password. We recommend you change any password you have shared with us once the job is complete.

2.15 Remote support and managed services

1. Remote access. Our remote support software lets us connect to your computer to help you. We connect only when you ask for help or as set out in your managed services agreement. If you want to stop remote support, contact us and we will help you remove the software.
2. Remote support is available to customers anywhere in Australia during our business hours (NSW time). Bitdefender licences are supplied to customers in Australia only.
3. Authority. By installing our remote support software, you confirm that you own the computer or are authorised by its owner or your organisation to install it.
4. Monitoring. Managed services plans include automated monitoring of device health and security. Our security tools can take automatic protective action, such as isolating a device or quarantining a file, when they detect a threat. We access files or communications only when needed to investigate or fix an issue.
5. Plan term and ending a plan. Your plan runs for the term set out in your quote or service agreement. If no term is stated, it runs month to month and either of us can end it with 30 days' written notice.
6. Price and service changes. We will give you at least 30 days' written notice of any price increase or material change to your plan. If you don't accept the change, you can end the plan without penalty before the change takes effect.
7. Your responsibilities. Please keep your software licences current, tell us about changes to your systems, and keep your own backups unless backup is included in your plan.

2.16 Security incidents and ransomware

If we detect a security incident affecting systems we manage for you, we will notify your nominated contact without delay. We will not pay, or negotiate, a ransom or extortion demand on your behalf without your written instruction. Businesses with annual turnover above $3 million may be required under the Cyber Security Act 2024 to report a ransomware or cyber-extortion payment to the Australian Signals Directorate within 72 hours. If this applies to you, we will help you gather the information needed.

2.17 Records and reports

We provide a report of the work we have done. We keep job, warranty and billing records for as long as we need them for warranty, tax and legal purposes. Please also keep your invoices and reports.

2.18 Declining work and unlawful material

We may decline a job before we accept it. If we decline, we won't charge you, other than any checking fee you agreed to. If, while working on a device, we find material we reasonably believe is unlawful, or evidence that a device is stolen, we may report it to the police or other authorities where the law requires or permits, and keep the device or data if lawfully required to.

2.19 Privacy

Our handling of personal information is described in our Privacy Policy.

2.20 Complaints and disputes

If you're unhappy with our products or services, please contact us first on (02) 4333 8889, at support@cutcom.au, or in store. We will acknowledge your complaint within 5 business days and work with you to resolve it. If we can't resolve it, you can contact NSW Fair Trading (www.fairtrading.nsw.gov.au, 13 32 20) or the consumer protection agency in your state or territory.

2.21 Website content

The content of this website is owned by or licensed to CUT Computers. Please don't copy or republish it without our permission, except as the law allows. Product names and logos belong to their respective owners.

2.22 Changes to these terms

We may update these terms from time to time. The version that applies to your job is the one published when you accepted our quote or service. For managed services plans, section 2.15 applies to changes.

2.23 Governing law

These terms are governed by the laws of New South Wales, Australia. Nothing in these terms excludes, restricts or modifies any right or remedy you have under the Australian Consumer Law or any other law that cannot be excluded, including the consumer laws of the state or territory where you live. You may bring a claim in any court or tribunal that has jurisdiction.