Tech Wizards

Terms & Conditions of Service

By engaging Tech Wizards for any service, you agree to the following Terms & Conditions, which are designed to ensure clear expectations and mutual protection.

1. On-Site Visit Process

1.1 Initial Diagnosis

Upon arrival, our first step will be to assess and diagnose the issue you have described. This diagnosis will guide how we proceed with repairs, troubleshooting, or advice.

1.2 Estimated Timeframes

We may provide an estimated time to complete the services; however, these are best-effort estimates and not guaranteed. Unforeseen complexities may arise during service.

1.3 Duration & Completion

  • Minimum Callout: All on-site visits are subject to a one-hour minimum callout.

  • The length of the service will be agreed upon mutually. If the issue cannot be resolved within the agreed time, options include:

    • Extending the visit (subject to technician availability)

    • Scheduling a follow-up visit

    • Discontinuing the service at your discretion

  • You have the right to terminate the visit at any time, though payment obligations (as outlined below) will still apply.

2. Payment Obligations

2.1 Callout Fee & Hourly Rate

  • A $20 callout fee applies to all on-site visits.

  • Hourly rate is based on a sliding scale where you choose what you can afford:

    • Residential Rate: $80–$140 per hour

    • Small Business Rate: $100–$180 per hour (applies to commercial clients or business-related services)

  • For more information on how the sliding scale works, visit: www.techwizards.co.nz/pricing

2.2 Wizard Credit (Time Bank)

  • If the service is completed in under one hour, unused time will be credited to you as Wizard Credit, redeemable for future services.

    • Example: A 15-minute job = 45 minutes Wizard Credit for future on-site or remote support.

2.3 Remote Support

  • Remote support incurs no callout fee.

  • Hourly rate for remote services:

    • Residential: $70–$100 per hour

    • Small Business: $90–$140 per hour

  • Wizard Credit may also be used for remote sessions.

2.4 Unresolvable Jobs (Technician Discretion)

  • If after 30 minutes, our technician deems the issue outside their expertise or unresolvable within the scope, you will be advised.

    • You will then be charged:

      Callout Fee ($20) + 50% of your selected hourly rate.

    • Alternatively, you may opt to use the remaining time for assistance with other tech matters.

3. Customer Responsibilities

3.1 Cooperation & Access

You agree to:

  • Provide necessary information about the issue.

  • Ensure safe and unobstructed access to equipment and premises.

  • Have a responsible person aged 16 or older present during the service.

3.2 Data Backups

  • You are responsible for backing up your data. Tech Wizards is not liable for any data loss resulting from service activities.

  • If data risk is high and no backup exists, the technician may refuse to proceed until a backup is created.

    • We can assist with backups using cloud or physical storage solutions.

4. Data Privacy & Confidentiality

4.1 Data Handling

  • Any sensitive data (passwords, files, configurations) will be deleted immediately after service completion.

  • We do not retain customer data except basic contact details for service records.

  • We will not send marketing emails or newsletters unless you opt-in.

4.2 Data Safety Limitations

  • While we strive for care, Tech Wizards is not liable for any incidental, consequential, or indirect data loss or corruption.

  • You agree that any service involving system restoration, data transfer, or software manipulation carries inherent risks, for which Tech Wizards is not responsible.

5. Technician Safety & Work Environment

  • Technicians reserve the right to refuse or terminate service if the working environment is deemed unsafe, hazardous, or detrimental to health.

  • In such instances, the technician will inform you, and charges will apply proportionally based on time spent on-site (with a minimum of the callout fee).

6. Limitation of Liability

  • Tech Wizards does not guarantee successful resolution of all issues. We commit to applying reasonable skill and care.

  • You agree that:

    • Tech Wizards’ total liability is limited to the amount paid for the specific service.

    • Tech Wizards is not liable for any incidental, consequential, or indirect damages, including but not limited to lost data, lost profits, or equipment failures.

    • Services are provided on a “best-effort” basis.

7. Force Majeure

Tech Wizards is not liable for any delay or failure to perform services due to circumstances beyond our reasonable control, including but not limited to natural disasters, power outages, pandemics, or other unforeseen events.

8. Indemnity

You agree to indemnify and hold harmless Tech Wizards and its technicians from any claims, liabilities, damages, or expenses arising from misuse of equipment, unauthorized alterations made after our service, or failure to comply with these Terms & Conditions.

9. Governing Law

These Terms & Conditions are governed by the laws of New Zealand. Any disputes arising will be subject to the jurisdiction of New Zealand courts.

10. Agreement Acknowledgement

By using our services, you acknowledge:

  • You understand and accept the terms outlined in this agreement.

  • You accept the risks inherent in technical repair, troubleshooting, and data handling.

  • You accept that the technician will do their best to resolve issues, but results are not guaranteed.

Thank You for Summoning a Wizard!

We appreciate the trust you place in Tech Wizards. Our mission is to provide respectful, affordable, and professional tech support with a human touch.

For questions regarding these Terms & Conditions, contact: info@techwizards.co.nz