Details
Terms and Conditions
1. Quotes and Service Confirmation
All customers receive a free quote before any work is booked or started.
A service appointment is only confirmed once the time, location, and agreed scope of work have been accepted through phone, email, message, the online booking app, or invoice approval.
Once a quote is accepted and paid, that quote is the contract for that job. Payment is acceptance of the quoted scope, price, and any substitutions we have explained to you.
A later request for a faster, newer, or more expensive computer is a new job. It needs a new quote. Money already paid is a credit toward that new quote. It is not a cash refund, and it does not cap the price of the new parts.
Once accepted, the standard service charges and conditions outlined below apply.
2. Acknowledgment of Terms
By accepting a quote, confirming a booking, approving a job, or making payment on an invoice, you acknowledge that you have read, understood, and agreed to these Terms and Conditions.
These Terms and Conditions apply to all services, support, hardware supply, digital solutions, installations, and related work unless otherwise agreed in writing.
The latest version may be updated from time to time and is available on request or through the PC Scientist website.
Last updated: 5 September 2026. Current dollar amounts shown below reflect our standard published rates at the time of this update. The booking app, invoice, or written quote at the time of your booking will show the rates that apply to your appointment.
3. On-Site Visit Fees and Labour Rates
Onsite service visits are provided as Assessment w/ Standard Onsite Fix. One visit includes a review of your issue and practical onsite support.
The first hour of onsite service is covered by a flat visit fee. This is a minimum visit charge for up to one hour and is not calculated pro-rata by minutes for that first hour.
There is no separate call-out or travel fee for standard onsite Assessment w/ Standard Onsite Fix bookings within our published service areas (Sydney, Central Coast, Newcastle, Maitland, Wollongong, and Mittagong). Travel is included in the flat visit fee shown at booking, on your quote, or on your invoice.
Additional onsite time beyond the first hour is charged only if required, at the standard labour rate of $45 per 15 minutes (charged in 15-minute increments, equivalent to $180 per hour unless otherwise quoted).
We will explain your options and any costs before work begins, so there are no surprises. Work outside the agreed scope may be treated as additional work and quoted or billed separately.
Remote support may be available for existing clients and is billed at the same labour rate.
Labour and visit fees cover time and service only. Hardware, accessories, software, subscriptions, replacement parts, and third-party services are billed separately unless included in a fixed-price package.
Unless otherwise agreed in writing, balances for approved onsite work are payable on completion of service or as shown on your invoice.
4. Online Booking and Payment Options
Appointments may be booked through the PC Scientist online booking app. By confirming a booking and accepting these Terms, you agree to the pricing and payment option you select at checkout.
Standard walk-in / phone rate (future dates): $211.11 AUD. This rate applies where you choose to pay on arrival for a future-dated onsite booking. No online booking discount applies unless you pay in full or pay a deposit online at booking.
Advance online booking rate (future dates): $190.00 AUD when you pay in full or pay a deposit online at the time of booking. This includes a $21.11 (10%) online booking discount off the standard walk-in rate.
Standard same-day rate: $230.00 AUD when the appointment is booked for today (no online discount unless you pay in full or deposit online).
Same-day online booking rate: $207.00 AUD when you pay in full or pay a deposit online for today. This includes a $23.00 (10%) online booking discount off the standard same-day rate. Same-day bookings require pay in full or a deposit online. Pay on arrival is not available for same-day online bookings.
Payment options for eligible bookings may include:
- Pay in full - the applicable visit fee is charged online, your slot is confirmed, and the amount paid is credited toward your final invoice.
- Pay deposit - a deposit is paid online to reserve your slot ($60.00 AUD for future-date bookings, or $80.00 AUD for same-day bookings, unless otherwise shown at checkout), with the remaining balance due on the appointment day. The total visit fee remains the applicable booked rate (for example, $190.00 AUD total for a future-date advance booking: $60.00 today and $130.00 on visit).
- Pay when we arrive - available for future-date onsite bookings only. The standard walk-in rate ($211.11 AUD) is due on arrival with no online booking discount. Nothing is charged online at the time of booking confirmation.
Online payments (credit card, debit card, Apple Pay, Google Pay, and similar) include a 2% Transaction Fee.
Bank transfer (EFT) payments incur no Transaction Fee.
Extra equipment or work outside the quoted or booked scope will be discussed and approved with you before any additional charges apply.
No payment is taken online until you confirm your booking below the pricing step, except where you are redirected to complete pay in full or deposit payment through our secure payment provider.
Booking fees paid online are credited toward your final invoice for the booked service. Parts, extra labour beyond the included first hour, and any additional approved work are shown separately on your invoice.
Remote and web-development bookings may use a separate booking fee structure as shown during booking. Unless otherwise stated, remote booking fees are credited toward your final invoice on the day of service.
Published rates, discounts, and deposit amounts may be updated from time to time. The rates, totals, and payment choices displayed in the booking app at the time you confirm your appointment apply to that booking.
5. Fixed-Price Services
Some services may be offered as fixed-price packages rather than time-based labour.
Fixed-price services are based on the original scope discussed and quoted before work begins.
If additional issues, unrelated faults, or extra work are discovered outside the approved scope, a revised quote or standard labour rate may apply.
6. Cancellations and Rescheduling
Same-day cancellations may incur the full booked visit fee.
Cancellations made within 48 hours may incur a 50% cancellation fee, or that amount may be credited toward a future booking at the discretion of PC Scientist.
If PC Scientist needs to cancel or reschedule with less than 12 hours' notice, a 20% discount may be applied to the next booking.
Hardware orders, special-order items, and custom purchases may be subject to a 25% cancellation fee once ordered.
Custom-built PCs cannot be cancelled or cash-refunded for change of mind once parts have been ordered or assembly has commenced.
After delivery or handover, asking for a different spec, a stronger computer, or your money back is not a cancellation of the original paid build. That is a new quote, or a change of mind. See sections 19 and 20.
7. Warranty Coverage
New hardware supplied by PC Scientist includes a standard 1-year warranty unless otherwise stated in writing.
This warranty covers manufacturer defects and faults directly related to the original supply or installation.
Warranty support applies only to the original service provided and does not create an unlimited or ongoing maintenance arrangement.
Warranty does not cover misuse, accidental damage, spills, drops, power surges, unauthorised changes, third-party tampering, software corruption, malware reinfection, or faults caused by external service providers such as ISPs, web hosts, email platforms, or cloud platforms.
8. Scope of Supported Services
Services provided by PC Scientist may include, but are not limited to, computer repairs, laptop and desktop servicing, Wi-Fi and network setup, printer and scanner support, email setup, data backup, data restoration, malware cleanup, device setup, website assistance, and small business IT system support.
Any service not originally included in the approved quote or booking may be treated as additional work and charged separately.
9. Equipment Procurement and Disclosure Policy
PC Scientist may recommend, source, configure, supply, and install hardware or accessories that best suit the customer’s budget, environment, and intended outcome.
In some packaged solutions, specific models or brands may not be disclosed in advance where the value being supplied is the complete outcome, including sourcing, setup, testing, support, and warranty handling.
Where a quote names a part, PC Scientist may fit an equivalent or better part if the named item is unavailable, superseded, or a poorer real-world choice. Generation number or marketing name is not the only measure. Performance, stability, and suitability for the agreed use matter more. We will explain a substitution when we make it.
If you want the exact named model and no substitute, say so in writing before we order. Exact-model requests can add time and cost, and may not be possible.
Package pricing may include procurement time, logistics, testing, installation, and support in addition to the item itself.
Customers may choose to supply their own compatible equipment. In such cases, PC Scientist can assist with setup, but cannot guarantee performance, compatibility, stability, or the same level of support as with equipment selected and supplied by us.
10. Out-of-Scope Support
Any issue not related to the original service provided will be billed at the standard labour rate, or as a new visit under the published visit fee, unless otherwise agreed in writing.
Warranty only covers systems, software, and hardware supplied or originally configured by PC Scientist within the approved scope.
Devices or services not supplied by PC Scientist are not covered unless agreed in writing.
11. Repairs, Data, and Refurbished Items
Devices may be repaired using refurbished, equivalent, or compatible components where appropriate and where such use is reasonable for the repair.
Repair work can carry a risk of partial or total data loss. Customers are strongly encouraged to maintain their own backup before service begins.
PC Scientist is not responsible for lost files, deleted programs, corrupted user accounts, or missing settings unless a specific data recovery or backup service was included in the approved job.
12. Delivery of Goods and Transfer of Risk
Goods remain the property of PC Scientist until full payment has been received.
Once items have been delivered or installed at the customer’s nominated location, the risk of theft, misuse, loss, or accidental damage transfers to the customer.
PC Scientist is not liable for damage caused after delivery by the customer, third-party software, other service providers, or environmental factors.
13. Nature of Service and Timeframes
Appointment times, delivery windows, and completion dates are estimates only. PC Scientist will always make reasonable efforts to meet agreed schedules.
Some repairs or supply jobs may require external parts, courier delays, supplier delays, or third-party service centre assistance.
On-site resolution will be prioritised where practical, but not all issues can be completed during the first visit.
14. Disputes and Warranty Limitations
PC Scientist does not guarantee outcomes beyond the specific scope of work approved by the customer.
If service is interrupted, prevented, or cancelled by the customer after work has commenced, any applicable warranty may be void and charges for time already spent may still apply.
No warranty is provided on third-party goods, customer-supplied items, or third-party services unless expressly stated in writing.
A standard 1-year warranty applies to custom PCs built and supplied by PC Scientist unless a different term is stated in writing.
Please raise a spec, noise, or performance concern promptly so we can inspect the machine. Delay does not turn a later change of preference into a cash refund.
For a genuine issue we may offer inspection, a no-charge return visit, repair, or credit toward an agreed upgrade. A cash refund of a completed custom build is not the default remedy for a minor issue, a substitution we have explained, or a later request for different hardware.
15. Customer Responsibilities
Customers must ensure safe and reasonable access to the work area during on-site service.
An adult decision-maker should be present where practical during on-site visits, approvals, or payment discussions.
Customers are responsible for the ongoing use, safe handling, and care of all equipment after installation.
Customers should follow any instructions provided regarding safety, software use, account credentials, backup routines, updates, and device care.
Any issue caused by misuse, neglect, unauthorised modification, or failure to follow advice may be charged at the standard service rate.
16. Copyright and Licensing
PC Scientist is not responsible for copyright breaches, software licensing issues, illegal downloads, or misuse of third-party content, applications, or subscriptions installed or supplied by the customer.
17. Security and Setup Limitations
Where included, security-related setup such as firewall configuration, password guidance, browser hardening, safe settings, and account protection is based on best practice at the time of service.
Unless specifically listed in writing, terms such as long-term solution, advanced protection, network hardening, or similar wording refer to the setup completed at the time of service and not to indefinite future monitoring or upgrades.
Multifactor authentication, email filtering, advanced firewall licensing, or ongoing security management are only included where clearly stated on the invoice, quote, or service report.
Customers remain responsible for storing and managing their own passwords and account credentials unless a managed service arrangement is separately agreed.
18. Time Tracking and Labour Recording
Labour is charged in 15-minute increments.
Start times, finish times, and job notes may be recorded internally by the attending technician for invoicing, service reporting, and dispute review purposes.
If a concern is raised regarding service duration, PC Scientist may review technician records and may, at its discretion, offer clarification or a goodwill adjustment.
19. Custom Desktop Builds, Upgrades, and Goodwill
A custom desktop is built to order. Once parts are ordered or assembly has started, it cannot be cancelled or refunded for change of mind.
Labour for a custom build may include planning, assembly, BIOS and firmware, operating system setup, drivers, updates, testing, onsite setup, data migration, and handover. That labour is unique to your job. It is not unused stock we can put back on a shelf.
After delivery, install, or handover, keeping the computer, using it, or waiting months before asking for your money back is not a basis for a change-of-mind refund.
A noisy fan, a tweak, or a question about a part is a warranty or support issue. We may offer a no-charge return visit to fix it. That visit is not an admission that the whole job failed, and it does not unlock a full cash refund.
If you then ask for a stronger or different build, that is an upgrade. We will quote parts and labour for the upgrade. Your original payment may be credited toward it. You still pay any extra parts cost. You cannot keep the original paid amount as a cap on a more expensive parts list and also have labour waived as of right.
If we waive labour on an upgrade, that is goodwill. It is optional. It does not mean we must also discount parts to the original invoice total, absorb a mid-range gaming PC at our cost, or reverse the original paid custom build.
If you do not accept the upgrade quote, the original accepted and paid build remains the contract. We may still complete a reasonable no-charge fix on that original machine (for example a noisy fan) where it is a genuine issue. We will not cash-refund a completed custom build because you later want different hardware.
We do not buy back, reverse, or cash-refund a custom desktop because you changed your mind, found a different spec you prefer, or waited months after acceptance and payment.
20. Refund and Cancellation Policy
PC Scientist does not give refunds for change of mind once a service has commenced or been completed, or once a custom build, special order, or client-specific hardware order has been procured, ordered, configured, or assembled.
Change of mind includes no longer wanting the visit, project, computer, or website, finding a cheaper option, choosing a different spec later, selling or moving, or deciding months after handover that you no longer want what you accepted and paid for.
Work has commenced when we have travelled toward the site, started the remote session or booked timeslot, started diagnosis or build work, started procurement or ordering for your job, or started website or project work from your brief or questionnaire.
Completed labour is not refundable for change of mind. That includes visit fees, assessment, diagnostics, onsite and remote support, installation, configuration, data migration, OS setup, custom build labour, and project work.
Same-day cancellations may incur the full booked visit fee. Cancellations within 48 hours may incur 50% of the booked visit fee, or that amount may be credited to a future booking at our discretion. These amounts are a genuine pre-estimate of lost booking time.
If you stop a job after it has started, you pay a reasonable amount for work already done, travel, and goods already ordered. Unused prepaid amounts for work not yet done may be refunded less those costs.
Third-party software licences, domains, and hosting are usually non-refundable for change of mind once purchased or activated.
Genuine faults and warranty claims are assessed separately. Our goods and services come with guarantees that cannot be excluded under the Australian Consumer Law. Nothing in these Terms takes away a right you cannot legally be asked to give up.
For a minor problem we must have a reasonable chance to fix it. A no-charge return visit to fix a noisy fan or similar issue is the normal first step. A major failure is handled under the Australian Consumer Law. That is not the same as a change-of-mind cash refund of a custom build months later.
Please contact us before disputing a card or Afterpay payment. If a refund is due, it goes back by the original payment method where practical. Call 0493 563 381 or email info@pcscientist.com.
21. Card Use, Online Payments, and Stripe
PC Scientist uses secure third-party payment processors such as Stripe for online booking payments, deposits, pay-in-full charges, and other approved card transactions.
Pay in full and deposit bookings are completed through Stripe Checkout or a related secure payment flow shown during booking. Pay-when-we-arrive bookings do not require an online card payment at the time of booking confirmation.
Where a customer has chosen to save a card for future use, that card data is stored by the payment processor and is not directly held by PC Scientist.
Stored payment methods may be used to finalise unpaid approved invoices where the customer has authorised that arrangement.
No card will be charged for a new or unrelated service without prior verbal, written, emailed, or otherwise documented approval.
Customers may request the removal of saved payment methods through the relevant payment platform where applicable.
Please contact us before raising a chargeback or payment dispute. A chargeback is not a substitute for the warranty, upgrade, or refund process in these Terms. We will contest a reversal that is a change of mind after a custom build has been accepted, paid, delivered, or used.
22. Ethical Service and Customer Awareness
PC Scientist is committed to ethical, respectful, and transparent service for all clients, including elderly customers and individuals who may be less familiar with technology.
Where practical, customers may involve a family member, support person, or authorised representative during approvals, invoicing, or payment.
If any concern is raised regarding misunderstanding, consent, or billing clarity, PC Scientist may review records and provide clarification, adjustment, or further explanation where appropriate.
23. Version Control
These Terms and Conditions may be reviewed and updated periodically to reflect service improvements, legal guidance, and business changes.
Continued use of PC Scientist services after updates are published constitutes acceptance of the current Terms and Conditions unless otherwise agreed in writing.
24. Independent Service Disclaimer
PC Scientist is an independent technology service provider. We are not owned by, affiliated with, authorised by, or officially endorsed by Google, Apple, Microsoft, Gmail, Outlook, Yahoo, Telstra, Optus, or other third-party companies unless expressly stated in writing.
Any reference to third-party brands, platforms, email systems, software providers, operating systems, internet providers, or cloud services is used only to describe compatibility, configuration assistance, troubleshooting context, or customer support scenarios.
PC Scientist does not represent, control, administer, or operate third-party services such as Gmail, Google Workspace, Apple Mail, iCloud Mail, Outlook, Microsoft 365, Yahoo Mail, or similar platforms.
Where assistance is provided with third-party accounts, devices, or services, PC Scientist acts only as an independent configuration or support technician using the tools made available by the relevant provider and authorised by the customer.
Final control over accounts, policies, verification decisions, service availability, and platform functionality remains with the relevant third-party provider.
