Terms and Conditions

Who these terms apply to

Resolu is operated by Peter Baker, sole trader, ABN 63 413 993 900. These terms apply to small business computer support and AssistMe Home Support supplied by Resolu when we provide or link to them before you accept a quote or authorise paid work. SnapOps and SureShift engagements are governed by their own agreed terms. Visiting this website or making an enquiry does not authorise work.

Agreeing to work

Before starting paid work, we will confirm the scope, the agreed fee or hourly rate, and any known travel, parts or other charges. We will explain whether a price is fixed or estimated and how GST is treated. Diagnostic work may be a separate paid step. Where we identify additional work or a material change to an estimate, we will explain the change and obtain your approval before incurring additional charges. Any agreed job-specific terms take priority over these general terms where they differ, subject to applicable law.

Access and remote support

Please tell us who can approve work and provide safe, timely access to the devices, accounts or premises covered by the job. Only authorise access you are entitled to grant. We will obtain your permission before connecting remotely and limit access to what is reasonably needed for the agreed work. You may ask us to stop a remote session at any time.

Backups and changes to your systems

Tell us about critical data, existing backups and any periods when a service interruption would cause problems. Before work that could materially affect data or availability, we will discuss the risks and agree what backup or recovery checks are needed. We will take reasonable precautions during the work. Ongoing backup monitoring and recovery testing are included only if agreed as part of the service.

Third-party products and services

Some jobs depend on third-party software, equipment, internet providers or cloud services. We will explain relevant dependencies and seek your approval before placing an order on your behalf or committing you to a recurring charge. Third-party licence and subscription terms may apply. This does not affect our responsibility for the goods or services we supply.

Timing, cancellation and payment

We will discuss availability and any expected timing before work begins, and let you know about material delays. If you need to cancel or reschedule, please contact us as soon as possible. If you cancel after authorising work, you are responsible for agreed charges for work already properly performed and any reasonable, unavoidable third-party costs you approved in advance, subject to your rights under applicable law. We will refund any prepaid balance for work we do not supply, after deducting any amounts properly payable. Pay undisputed amounts by the due date agreed for the job. If you dispute an invoice, contact us so we can review it with you.

Customer information

We will treat customer information as confidential and use it as reasonably needed to provide and administer the agreed work. We will seek your approval before sharing customer files with a third-party provider for troubleshooting, unless disclosure is required by law. Please avoid sending passwords by email or through the website enquiry form.

Australian Consumer Law

Nothing in these terms excludes, restricts or modifies any right, guarantee or remedy that cannot lawfully be excluded, restricted or modified, including under the Australian Consumer Law. Where applicable, services come with guarantees including due care and skill, fitness for a disclosed purpose where the law requires it, and supply within a reasonable time when no timeframe is agreed. If something goes wrong, your remedies depend on the circumstances and may include having the problem fixed, a refund or compensation.

Questions or concerns

Contact Peter Baker at contact@resolu.com.au or call 02 7912 0137. If you have a concern about the work, tell us what happened and how it affected you so we can assess it and discuss the next step. You can still use any external dispute resolution or other remedies available to you.