Terms & conditions

These terms apply to all work carried out by COMPwize and to your use of www.compwize.com.au. COMPwize is a one-person business in Western Sydney, New South Wales, and is fully mobile: no shopfront, no walk-in address. By booking a job, handing us a device, or using this website, you agree to these terms. Nothing in them takes away your rights under the Australian Consumer Law.

1. How to reach us

Phone 02 9833 1800. Contact form: www.compwize.com.au/contact. Web www.compwize.com.au. Hours are Monday to Friday 8am to 7pm and Saturday 9am to 4pm.

2. Quotes and approval

We quote before chargeable work. Quotes include GST and are valid for 14 days.

Repair labour is a fixed $274, which includes the $88 diagnosis. Parts are extra and quoted separately. Custom builds and PC assembly are $274 labour plus parts. Remote support is $179 per hour. Pickup and delivery is $50, covering collection and return within 12km of Mount Druitt. Onsite and business IT work is quoted per job or per visit.

We do not exceed an approved quote without asking. If we find a second fault we stop and requote.

3. The diagnosis fee

The $88 diagnosis covers working out what is wrong and what it would take to fix. If you go ahead it is absorbed into the $274 labour.

If you decide not to go ahead, you pay the $88 and nothing more. No parts are charged, because none have been ordered. The device comes back as it arrived, apart from any disassembly needed to diagnose it.

Choosing a locker and starting a job commits you to the $88 minimum charge. If you select a locker, start a deposit and then change your mind before the locker door is opened, the $88 minimum charge still applies, because the job has been created and the locker has been held for you. That $88 is the diagnosis fee, and it counts towards the $274 fixed labour if you go ahead with the repair.

4. Parts, ordering and special-order parts

We order parts only after you approve the price in writing, by text, email or booking form.

Most parts are new. Where a new part is no longer made we offer a used or refurbished alternative, with its warranty stated up front.

The Australian Consumer Law requires us to tell you this: goods presented for repair may be replaced by refurbished goods of the same type rather than being repaired, and refurbished parts may be used to repair the goods.

Many parts are special-order or static-sensitive and cannot be returned to the supplier once ordered or unpacked. Once you approve one you are responsible for its cost, even if you cancel.

5. Turnaround times

Most repairs are finished within 72 hours of us receiving the device. That is an estimate, not a guarantee.

Ordered parts, intermittent faults and slow drive imaging add time, and we tell you as soon as we know. Delays outside our control are not our responsibility.

6. Back up your data before any work

Back up anything you cannot replace before you hand us a device. This is your responsibility.

As the Australian Consumer Law requires us to say: the repair of your goods may result in the loss of any user-generated data, so please make sure you have made a copy of any data saved on your goods.

Repairs often involve drives that are already failing, and reinstalls, updates and board-level work can lose data. Sometimes the only fix is a wipe.

We can take a backup as part of a job if you ask. On a large or failing drive it is quoted separately.

Except to the extent the law does not allow it, we exclude liability for loss, corruption or disclosure of data. Data recovery is always best efforts.

7. Illegal content

We do not go looking through your files. We access only what the job requires.

If we find material that appears to be child abuse material or other clearly illegal content, we stop work, secure the device and report it to the police.

We will not notify you first, and we will not return the device until the authorities allow it. Work already done remains payable.

8. Liquid damage, impact damage and fragile devices

Liquid and impact damage are not ordinary faults: corrosion continues after a spill, and a board that works today can fail next week.

A device that has been dropped, crushed or wet may not survive diagnosis or repair. The same goes for old machines, swollen batteries and machines opened before.

Where that risk applies we tell you first and you decide. If you ask us to proceed the work is best efforts, and except to the extent the law does not allow it, we are not liable for the outcome.

Safety note: if a battery is swollen, stop using and stop charging the device and tell us when you book.

9. Proof of ownership

We only work on devices you own or are authorised to have repaired. By handing us a device you confirm that.

If a device is locked to another person's account, is flagged as stolen, or the story does not add up, we may ask for proof of purchase or photo ID, and we may decline the job.

If we reasonably believe a device is stolen, we will not return it and we will report it to the police.

10. Passwords and access

Most repairs need a user password or PIN to test properly. Without one, the device comes back tested for hardware only.

Give us the password the job needs and nothing more. We keep credentials only while the job is open.

We cannot bypass manufacturer account locks, BIOS passwords, BitLocker or FileVault recovery, Apple Activation Lock or Microsoft account locks.

For remote support you control the session and can end it at any time. We do not connect unattended unless you have agreed to that in writing.

11. Warranty on our work, parts and systems

Our workmanship is warranted for 90 days from the day the device comes back. New parts and new systems are warranted for 12 months. Renewed, that is refurbished, PCs get 90 days.

If the same fault returns in that period we re-do the work at no charge for labour, and we handle any supplier claim. Warranty pickup within 12km is free.

The warranty does not cover new damage, drops, liquid or surges; a different fault elsewhere in the machine; software problems caused by malware, user changes or later updates; consumables such as batteries; or work altered by someone else.

If a part you supplied fails, that warranty is between you and whoever sold it. Our warranties are in addition to your rights under the Australian Consumer Law.

12. Your rights under the Australian Consumer Law

Our goods and services come with guarantees that cannot be excluded under the Australian Consumer Law. Nothing in these terms excludes, restricts or modifies those guarantees.

For services: if there is a major failure you can cancel your contract with us and get a refund for the unused part, or claim compensation for its reduced value, plus compensation for any other reasonably foreseeable loss or damage. If the failure is not major, you are entitled to have the problem fixed within a reasonable time, and if that is not done you can cancel and get a refund for the unused part.

For goods: if goods we supply have a major failure you can choose a replacement or a refund, plus compensation for any other reasonably foreseeable loss or damage. If the failure is not major, you are entitled to have the goods repaired or replaced.

13. Limitation of liability

This section applies only to the extent the law permits, and not to the consumer guarantees in section 12. Where the law allows us to limit liability, we may re-supply the service, or replace or repair the goods, or pay the cost of that.

To the extent permitted by law we are not liable for indirect or consequential loss, and our total liability for a job is limited to what you paid for it.

14. Payment, GST and deposits

All prices include GST. Payment is due when the device is returned, or at the end of a remote or onsite session. We accept bank transfer and card.

For jobs involving parts we may require a deposit before ordering. Deposits on special-order parts are not refundable once ordered.

If payment fails or is late we may pause work, hold the device under section 16, and recover reasonable collection costs. We issue a tax invoice for every job.

15. Pickup, delivery, cancellation and rescheduling

Pickup and delivery within 12km of Mount Druitt is $50, covering collection and return. Outside that radius we quote the trip first.

You choose a slot when you book: 9am to 12pm, 12pm to 3pm, or 3pm to 6pm. If an earlier job overruns we call and reschedule.

Please be there during the slot with the device and charger ready. If nobody is there, a repeat trip may be charged at $50.

Cancel or move a pickup free by telling us before the day. If you cancel while we are on the way we may charge the $50.

16. Risk and title

Risk passes back to you when the device is returned to you, delivered to your address, or placed in a COMPwize Locker for you to collect.

Title in any part we supply stays with us until the invoice covering that part is paid in full.

We may hold a device until the invoice is paid. This is a lien, exercised in line with the law, and the device is released on payment.

17. COMPwize Lockers

5x New COMPwize Lockers are being installed in an area near you, at local businesses. They are not open yet. This section applies once they are.

You receive an access code for your compartment. Keep it to yourself: anyone with the code can open it.

Deposit the device and the charger it needs, and nothing else of value. Do not deposit cash, jewellery, medication, keys, identity documents, weapons, damaged batteries, liquids, perishables, or anything unlawful or dangerous.

We collect on our next scheduled run, not immediately, and access hours depend on the host business. The host provides the space only: it is not our agent and cannot open your compartment.

A repaired device left in a locker and not collected within 7 days is removed and held, and section 18 applies.

The $88 minimum charge applies from the moment you select a locker and start a deposit, whether or not the locker door is opened. See section 3.

18. Uncollected devices

We contact you when your device is ready. If it is not collected and we cannot reach you, we deal with it as uncollected goods under the Uncollected Goods Act 1995 (NSW).

Under that Act, what we may do depends on the value of the goods. In general terms: for lower value goods we must give notice and wait at least 14 days before disposing of them; for goods in the middle value band we must give written notice and wait at least 28 days, and disposal must be by public auction or private sale at fair value; and for higher value goods we cannot dispose of them without an order of the NSW Civil and Administrative Tribunal.

Our notice will identify us, describe the device, say where to collect it, set out what you owe, and give the date on or after which we may dispose of it.

Personal documents found with a device are returned to the issuing authority or destroyed securely, after at least 28 days written notice.

If a device is sold we deduct what you owe and hold the balance, and unclaimed money goes to Revenue NSW as the Act requires. Call us if you are having trouble collecting.

19. Software and licensing

You are responsible for holding a valid licence for every piece of software you ask us to install, reinstall or activate, including Windows and Office.

We will not install unlicensed software or pirated media, or remove licensing protections.

Where a device shipped with an embedded Windows licence we reinstall using it. Otherwise you supply a key, and anything you cannot licence will not be on the machine after a reinstall.

20. Data wiping, disposal and recycling

If you ask us to wipe a drive we use a method appropriate to the drive type. A wipe is permanent, so we ask you to confirm in writing first.

If you ask us to dispose of or recycle an old machine, ownership passes to us. We either wipe and reuse it or pass it to an e-waste recycler, so treat it as gone.

We do not sell customer data or drives, and drives that are not wiped are destroyed. Parts we remove are disposed of unless you ask for them back.

21. Onsite work, access and safety

Onsite work is quoted per visit or per job. Tell us beforehand about stairs, ladders, roof spaces, live electrical work or animals.

You are responsible for safe access, for having someone there who can make decisions, and for telling us about hazards and site rules.

We do not carry out licensed electrical work, work at height beyond a step ladder, work in roof cavities, asbestos-affected work, or cabling that requires a licensed cabler.

We may stop work and leave if a site is unsafe or an undisclosed hazard is found. The visit is still chargeable.

22. Business and managed services

Ad hoc business work, onsite visits and project work are quoted per job or per visit under these terms.

Fully managed monthly IT plans are provided by our managed services division, Managed IT Helpdesk, under a separate written agreement, which takes precedence over these terms where the two differ.

23. This website and third-party services

The text, images and code on www.compwize.com.au belong to COMPwize. You may read, print and share the site for your own use, but not copy it elsewhere or use our name or logo.

Site pricing is indicative until we confirm it for your job. The site is provided as is.

The site uses third-party services, including a form-forwarding service for enquiries and Google-hosted web fonts, and our privacy policy explains what that means. WhatsApp, Messenger and remote support software sit under those providers' terms too.

24. Complaints

If something has gone wrong, call 02 9833 1800 or use our contact form at www.compwize.com.au/contact and tell us what you would like done.

We aim to acknowledge a complaint within 2 business days and resolve it within 10. If it will take longer we will say why.

If we cannot resolve it, NSW Fair Trading handles consumer complaints in New South Wales, at fairtrading.nsw.gov.au or on 13 32 20. The NSW Civil and Administrative Tribunal is another avenue.

25. Privacy

How we collect, use, store and disclose your personal information is set out in our privacy policy at www.compwize.com.au/privacy. It forms part of these terms.

26. Changes to these terms

We may update these terms. The version published when you book applies to that job, and we do not change it after you approve the work.

27. Governing law

These terms are governed by the laws of New South Wales, Australia. If any part is unenforceable, that part is severed and the rest continues to apply.

28. Effective date and contact

These terms are effective from 23 September 2026.

COMPwize, phone 02 9833 1800, contact form www.compwize.com.au/contact, web www.compwize.com.au.

Last updated September 2026. Questions about this page? Call 02 9833 1800 or use the contact form.