The supply of services and/or goods by OtterPC to all customers is offered exclusively on the following terms and conditions. By requesting these services or goods, the customer hereby accept our offer both irrevocably and unconditionally.

Mandatory Repair Notices

As per the Competition and Consumer Act 2010, please note the following Mandatory Repair Notices required by law:
(a) 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.
(b) Repair of goods may result in loss of data.

Definitions

- "OtterPC" or "Us" or "We" or "Our" refers to OtterPC (ABN 61 297 756 498).
- "Customer" or "You" means a person or organisation that requests goods or services from us.
- "Service" or "Services" means all services provided by us for you on your behalf.
- "Goods" refers to all products (hardware or software) supplied by us to you on your behalf.

Payment

- Payment for goods and services must be made in cash upon the supply of goods or once the service has been provided unless you have an existing credit account with us.
- All visits are chargeable at the discretion of our team and are charged in 15 minute blocks after the first hour.
- Where there is any change in the costs incurred of goods and services, we will contact the customer first to confirm before carrying out any services.
- Invoices will be provided for each service. If you require an invoice to be broken down/separated, this may incur an additional cost for each separate invoice required.
- If you exceed your approved credit terms, we reserve the right to charge a late payment fee of $10.00. A revised invoice will be sent to the customer.
- Until full payment has been received for goods or services rendered (exceptions for approved credit accounts may apply), all goods or property supplied remains vested in us and does not pass to you.

Appointment and Service Agreements

- A period stated for provision of service or delivery of goods is intended as an estimate only and is not a contractual agreement. We will endeavour to stick to the time frame provided as close as possible and will take appropriate steps to contact the customer to advise of any changes to appointments or service dates.
- Whilst OtterPC will make every attempt to complete repairs and services on site, it may be necessary to return your system to our business location for diagnosis and repair.
- If we are unable to provide a solution to your problem, we will not charge you for those services however a call out fee may apply and will be subject to our standard rates.
- If an issue arises after the service has been provided as a result of our service not being performed satisfactorily, we will endeavour to have this solved at no additional cost.
- Some services rendered may require OtterPC to retain data for the use of back-up/restoration or virus removal. OtterPC will not access unnecessary files and will advise the customer if any files cannot be restored or need to be accessed (in the case of virus removal, some files may be infected etc.), OtterPC reserves the right to store files for the purpose of back-up/restoration for an appropriate amount of time after the service has been rendered.

Customer's Responsibilities

- The customer must ensure that a person of at least 18 years of age is present during an appointment for on-site services.
- When creating an appointment for on-site repair, you must ensure that OtterPC has access to areas of your premises necessary to provide said services, this area must also be a safe working space.
- OtterPC may also request passwords necessary to access your PC. Access to a power point or internet connection may also be required.
- If you require OtterPC to install or upgrade any software, any existing installation disks and product keys pertaining to that software will need to be provided.

Refund Policy

In accordance with Australian Consumer Law, our refund policy is as follows:

- Refunds based on change of mine will not be accepted, as OtterPC is service based rather than goods based, please understand that our time is not something that can be returned.
- If any faults (which were not incurred by the customer) arise after a service has been completed, please contact us first as we will endeavour to remedy any issues first.
- If a resolution can not be met we can then negotiate the terms of a refund.
- For any goods provided with a service such as hardware for upgrades, cabling or peripherals are found to be faulty, this will fall under the standard refund policy and we will first endeavour to replace the faulty product or provide a refund if this option is unacceptable.

Privacy Policy

In accordance to the APP's Privacy Act 1988, OtterPC (ABN 61 297 756 498) has created the following privacy policy to outline how personal information is handled.

Collection and Storage of Personal Information

OtterPC collects personal information on customers that use our service, the information we collect may include:

- Your name
- Contact details (including your physical address, contact number and email address)
- Your ABN
- Additional information provided to us (such as how you heard about us or customer survey responses)
- Bank account details (for refund purposes only)

This information is collected either through direct contact such as via email or phone call or through social media (for surveys, reviews or general enquiries only).

No personal details will be collected through the OtterPC website.

All information is stored electronically and securely in our database.

Security of Personal Information

We take considerable steps to ensure that all personal information is kept secure and is not misused or disclosed without the customers permission. No information is stored physically, any temporary information provided physically will be destroyed once a secured digital copy has been created. No unauthorised individuals are permitted access to systems that house personal information. Electronic security is employed on all systems that house any personal information (such as firewalls, virus protection and encryption).

Disclosure and Access of Personal Information

No personal information will be disclosed to any other third party with the exception of this information being necessary to provide a service. In this scenario, we will always seek permission from the customer before disclosing any personal information.

You have the right to request any and all personal information that we have stored and can request that we make any amendments to the information provided. Before any information is provided, we will ask for you to verify your identity as to ensure that no unauthorised individuals are accessing this personal information.

Enquiries and Complains

If you have any enquiries or complaints regarding our terms and conditions and privacy policy, please contact us via support@otterpc.com.au

Copyright Statement

All Website content, including text, graphics, information, logo, photographs and coding is copyright of OtterPC. You may download, display, print and reproduce the material within this website in an unaltered form, retaining all copyright notices and attributing all authors and sources for your personal, non-commercial use or for non-commercial use within your organisation.

OtterPC may enter into a separate agreement with you in relation to the use of specific website content (in which case that agreement will supersede this copyright statement and prevail to the extent of any inconsistency).

Apart from any use permitted under the Copyright Acct 1968 or granted in a separate agreement, all other rights are reserved.

If you wish to make any other use of our Website content, you must have our prior written permission. For permission requests and other enquiries, please contact us on support@otterpc.com.au.