NMG Computers – Comprehensive Terms and Conditions, Warranty, and No Fix, No Fee

This document represents the comprehensive terms and conditions (“Terms”), warranty policy (“Warranty Policy”), and the “No Fix, No Fee” clause for the provision of onsite and in-store computer repair services and device sales by NMG Computers, also known as the Trustee for F5 & CO Trust. By engaging our services or purchasing devices, you, the customer, agree to abide by these comprehensive terms.

1. Service Scope

NMG Computers provides onsite and in-store computer repair services, including diagnostics, troubleshooting, and resolution of hardware and software issues.

2. Technician Qualifications and Background Checks

All technicians employed by F5 IT Pty Ltd or NMG Computers have undergone extensive background checks and police checks before commencing employment. We prioritize the security and safety of our customers and their information.

3. Loss of Data or Mishandling During Transit

Although all due care is performed when accessing data or performing an upgrade, some data loss may be out of our control. NMG Computers is not liable for any loss of data; the customer is advised to back up their data prior to using our services and/or release NMG Computers from all responsibility.

3.1 Data Recovery Terms

Whilst all due care is taken to ensure we are able to recover your data, we do not take any responsibility for either:
a) loss of data, or
b) further damage caused to your device by attempting to recover said data.

By engaging us and accepting our quote, you release us from all liability for loss of data and/or financial loss.

• Free quoting is only for drop-off and pickup at our office in Varsity Lakes. A pickup fee may be charged if we are to collect from your place of business/home.

• All quotes do not include the cost of a storage device unless specified otherwise.

4. Damages Caused During Onsite Technician Investigations

While onsite technicians take all necessary precautions during investigations into reported issues, NMG Computers is not liable for any damages caused to devices during the investigative process. Customers understand and acknowledge that all care is taken, but unforeseen issues may arise.

5. Remote Access and Support from Head Office

During onsite visits from our technician, there may be times where support is needed from head office. By engaging NMG Computers, the customer acknowledges and accepts the right to allow NMG Computers’ employees, as well as F5 IT, to assist in the diagnostics and troubleshooting of issues. Customers grant permission for such remote access, understanding that it will be used solely for the purpose of technical assistance and issue resolution.

6. No Fix, No Fee

NMG Computers operates on a “No Fix, No Fee” basis. If, despite our best efforts, we are unable to resolve the reported issue with your device, you will not be charged for the service.

• This applies only to hardware-related issues. For example: if we replace a computer monitor only to find it did not resolve the issue, we will either (a) refund the job or (b) refund the job and continue troubleshooting.

• If a customer requests parts after performing their own troubleshooting and asks NMG Computers to provide said part without us performing diagnostics, no refunds will be offered for incorrect parts ordered.

Warranty Policies

7. Warranty for New Devices

• All new devices purchased through NMG Computers include a 1-year hardware warranty, unless otherwise specified.

• Batteries and consumable parts (including laptop/phone batteries, chargers, and cables) are covered for 3 months only.

8. Warranty for Refurbished Machines

All refurbished machines purchased from NMG Computers come with a 3-month hardware warranty, unless otherwise specified.

8.1 Coverage

• Applies strictly to hardware components.

• Software issues, including Windows, other operating systems, and applications, are not covered.

8.2 Exclusions & Limitations

• Not covered: accidental damage, misuse, neglect, liquid damage, or power surges.

• Consumable parts (batteries, chargers, adapters, fans, and cables) are excluded or limited to 3 months.

• No coverage for issues caused by unauthorised repairs, modifications, or upgrades.

• Data loss is not covered — customers are responsible for backups.

8.3 Warranty Process

• Proof of purchase required.

• The machine must be returned to us for inspection.

• Warranty work is performed only by NMG Computers or an authorised technician.

8.4 Repairs & Replacements

• Subject to part availability.

• Replacements may be refurbished or like-for-like models, not necessarily new.

• If the issue cannot be resolved, a like-for-like replacement may be offered at our discretion.

8.5 Extended Warranty (“Extra Peace of Mind”)

• Customers may purchase the $190 Extra Peace of Mind Warranty, extending coverage to 2 years from purchase date.

• Must be purchased at the time of sale.

• Covers hardware failures only, following the same exclusions as the standard warranty.

8.6 Transferability & Liability

• Warranty is valid for the original purchaser only and is not transferable.

• Liability is limited to repair, replacement, or refund (at our discretion).

• We are not responsible for consequential damages, such as business downtime, lost data, or loss of income.

8.7 Right to Amend

We reserve the right to amend or update these warranty conditions at any time without prior notice.

9. Labour-Based Warranty

All labour services, including diagnostics, troubleshooting, and repairs, are covered by a 1-month warranty. If the same issue reoccurs within one month, we will resolve it without additional labour charges.

10. Employee Status of Technicians

All technicians are full-time employees of F5 IT Pty Ltd or NMG Computers, not contractors. This ensures consistency and accountability.

11. Cancellation Policy

Onsite bookings require 24 hours’ notice for cancellation.

• If you cancel after paying a deposit but not the full amount, the deposit may be retained.

• For cancellations after full payment, a 10% cancellation fee may apply.

12. Customer Responsibilities

Customers are responsible for providing accurate information about device issues. NMG Computers is not liable for discrepancies arising from inaccurate or incomplete information.

13. Payment Terms

Payment is due upon completion of repair or diagnostics. Devices may be withheld until payment is received in full.

14. Confidentiality

We respect customer privacy. All data handled during services is treated confidentially and not disclosed without consent.

15. Governing Law

These Terms are governed by the laws of Australia.

16. Right to Modify Terms

NMG Computers retains the right to modify these Terms at any time without prior notice. Customers are encouraged to review periodically.

17. Exclusive & Perceived Damages

If a customer perceives a defect or damage, they must contact support promptly. Refunds will only be provided for confirmed manufacturing defects. Returns/refund requests must be made within 3 days of service.

• Products must be returned in original condition with proof of purchase.

• Normal wear and tear, unauthorised repairs, or part replacements without consultation void warranty.

18. Contact Information

For inquiries, contact NMG Computers directly.

Refund Policy

• Full Refunds will be issued if:

  • We are unable to rectify the reported issue.

  • A recurring issue remains unresolved after a reasonable time.

  • Technician negligence directly causes part failure/damage.

• Standard Refund Policies:

  • Refunds not applicable for unrelated issues.

  • Dissatisfaction must be reported within 3 days of service.

  • Refunds are processed via the original payment method.

NMG Computers reserves the right to assess each case individually.