Refund Policy:

  1. Full Refund: We will issue a full refund under the following circumstances:

    • If we are unable to rectify the reported issue.
    • In the event of a recurring issue that you have paid for  remains unresolved after a reasonable period of time.
  2. Technician Liability: A full refund will be provided if our technician is found liable for direct damages, such as mishandling of parts leading to failure or damage.

  3. Standard Policies:

    • Refunds are not applicable for issues unrelated to the initial service request.
    • Customers must report dissatisfaction within three days of service completion.
    • Refunds will be processed through the original payment method.

 

Please note that NMG Computers reserves the right to assess each case individually and make a fair determination based on the specific circumstances.

 
 
 

**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 and Mishandling During Transit:**
NMG Computers is not liable for any loss of data or mishandling of computer systems that may occur during transit between the customer’s premises and our office. Customers are advised to back up their data before availing of our services.

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 ensures that customers only pay for successful issue resolution.

7. **Warranty for Refurbished and New Devices:**
A 1-year warranty will be provided on all new and second-hand devices purchased through NMG Computers, unless specified otherwise. Warranty of second-hand device batteries, such as laptops and mobile phones, are exempt from the 1-year warranty and only contain a 3-month warranty.

8. **Labour-Based Warranty:**
All labour services, including diagnostics, troubleshooting, and repairs, are covered by a 1-month warranty. This warranty is applicable if the same issue reoccurs within one month of the initial service. The warranty covers the specific job performed by NMG Computers, and in the event of recurrence, NMG Computers will address and resolve the issue without additional labour charges.

9. **Employee Status of Technicians:**
All technicians are full-time employees of F5 IT Pty Ltd or NMG Computers, not contractors. This ensures a consistent and dedicated team of professionals providing services.

10. **Cancellation Policy:**
Onsite bookings require a minimum of 24 hours’ notice for cancellation. If you cancel your order, we retain the right to keep the deposit amount if the full amount for the goods has not been paid in full prior. In the case of a change of mind after payment in full for hardware and software, we may ask for a cancellation fee of 10%.

11. **Customer Responsibilities:**
Customers are responsible for providing accurate information about the issues faced by their devices. NMG Computers is not liable for any discrepancies arising from inaccurate or incomplete information provided by the customer.

12. **Payment Terms:**
Payment for services rendered is due upon completion of the repair or diagnostic service. NMG Computers reserves the right to withhold the return of repaired devices until payment is received in full.

13. **Confidentiality:**
NMG Computers respects the privacy and confidentiality of customer data. Information provided during the repair process will be treated with the utmost confidentiality and will not be disclosed to third parties without the customer’s consent.

14. **Governing Law:**
These Terms, Warranty Policy, and associated clauses are governed by the laws of Australia.

15. **Right to Modify Terms:**
NMG Computers retains the right to change the terms and conditions as it sees fit. Customers are encouraged to review the terms periodically for any changes.

16. **Exclusive & Perceived damages**

If a customer perceives a defect or damage, we encourage them to contact our customer support team promptly. We conduct a thorough investigation to assess the alleged damage, and while we provide refunds for confirmed manufacturing defects, refunds will not be issued if customers take actions, such as replacing a part without confirmation of actual failure. Returns and refund requests must be made within 3 days of the service date, and standard 1 year warranty on products.
Products should be returned in their original condition with the original proof of purchase.

Our warranty covers manufacturing defects in materials and workmanship, and the terms are outlined in the product documentation. Warranty claims will be considered only for genuine manufacturing defects, and customers should avoid preemptive actions like replacing parts without consulting our support team, as such actions may void the warranty and NMG Computers are not liable to offer refunds for wrongly perceived damages or failure of parts. It’s important to note that normal wear and tear, as well as third-party repairs without prior authorization, are excluded from our policies. For any refund or warranty inquiries, please contact our customer support team.

17. **Contact Information:**
For any inquiries or concerns regarding these comprehensive terms, please contact NMG Computers.

 

By engaging our services or purchasing devices, you agree to these comprehensive terms. NMG Computers reserves the right to update or modify these terms at any time without prior notice. It is the customer’s responsibility to review the terms periodically for any changes.

Let us sort out your tech issues!