Terms and Conditions

TechWorks Network Limited – Terms and Conditions of Service

Effective Date: 1 June 2026

Context
This page and the referenced service sections form part of the TechWorks Network Limited Terms and Conditions of Service.
Introduction
These Terms and Conditions (“Terms”) apply to all services provided by TechWorks Network Limited (“TechWorks”, “we”, “us”, “our”) to our customers (“you”, “your”, “client”, “authorised representative”). By booking or receiving any service from us, you agree to be bound by these Terms. If you do not agree, you must not use our services.
Interpretation and Definitions of Terms
In these Terms and Conditions (including any schedules, service-specific addenda, and related documents), the following terms shall have the meanings assigned to them, unless the context clearly indicates otherwise:

“Cancellation Fee” means a fee of $50.00 (including GST) that may be charged where an appointment is cancelled without the required notice period. The fee is intended to recover administrative, scheduling, and operational costs incurred as a result of the late cancellation.

“Information” means any personal, business, technical, or account information collected by TechWorks that is reasonably necessary to provide services, process payments, communicate with customers, administer accounts, comply with legal obligations, market our services, and protect our legal rights and interests. Further details are available in our Privacy Policy.

“No Show Fee” means a fee of $170.00 (including GST) for non-attendance by the customer at an On-site Visit, which results in our technician being unable to carry out the appointment as booked.

“Office Hours” means 9:00am to 5:00pm on any Working Day other than Saturday, and 9:00am to 3:00pm on any Working Day that is a Saturday.

“On-site Visit” means a scheduled attendance at a customer’s premises by TechWorks, its employees, contractors, or authorised representatives for the purpose of delivering services, supplying products, conducting assessments, or providing support.

“Products” means any hardware, software, or other products provided or supplied by TechWorks in connection with the Services. For clarification, refer to clause 8 of these Terms and Conditions regarding the purchase and licensing of software.

“Product Fees” means the fees or costs quoted by TechWorks for any Product purchased by the Customer.

“Rates” means, for each On-site Visit, Off-site appointment, Remote work, the applicable Minimum rates plus the applicable Incremental rate set out below, plus any Product Fee. All prices are inclusive of GST.

Minimum Fees and Charges

Standard On-site Services (within the service region)
A minimum charge of $170.00 applies for the first hour of work. After the first hour, services are billed in 15-minute increments at $42.50 per quarter hour.

Standard On-site Services (outside the service region)
A minimum charge of $170.00 applies for the first hour of work. After the first hour, services are billed in 15-minute increments at $42.50 per quarter hour. Additional travel charges of $4.00 per kilometre may apply for travel beyond the regional service boundary.

Standard Off-site Services
A minimum charge of $170.00 applies for the first hour of work. After the first hour, services are billed in 15-minute increments at $42.50 per quarter hour.

Remote Support Services
A minimum charge of $170.00 applies for the first hour of remote support. After the first hour, services are billed in 15-minute increments at $42.50 per quarter hour.

Gold Card Customer Rate (within the service region)
Eligible Gold Card customers receive a discounted rate of $155.00 for the first hour. After the first hour, services are billed in 15-minute increments at $38.75 per quarter hour.

Subscription Member or Special Rate Customers (within the service region)
Customers on an approved subscription plan or special rate agreement are charged $150.00 for the first hour. After the first hour, services are billed in 15-minute increments at $37.50 per quarter hour.

General Billing
- All rates are stated in New Zealand Dollars (NZD) and include GST unless otherwise stated.
- Time is calculated from the scheduled appointment start time or commencement of remote support, until work is completed.
- Any applicable travel charges, parking fees, parts, software licences, or third-party costs will be charged in addition to labour unless otherwise agreed in writing.
- TechWorks Network reserves the right to amend its rates from time to time. Any updated rates will not affect confirmed bookings already accepted by TechWorks Network.

The applicable incremental charge applies for each specified billing interval following the first hour of an on-site visit or off-site work. An on-site visit begins when a TechWorks technician arrives at the customer's premises. TechWorks' standard service regions are Auckland and Taupō. For on-site visits outside these regions, a travel charge of $4.00 per kilometre will apply, calculated from the relevant regional boundary.

“Service Region” means any geographic area in which TechWorks actively offers on-site services, as published on our website from time to time.

“Services” means any work, support, consultation, installation, configuration, repair, maintenance, diagnostic, or related services supplied by TechWorks, whether delivered on-site, remotely, or off-site, including services provided through any TechWorks division.

“Terms and Conditions” means these Terms and Conditions, including any applicable service-specific addenda or schedules.

“We”, “Us”, or “Our” means TechWorks Network Limited, a company incorporated in New Zealand and trading as TechWorks.

“Working Day” means any day other than a Sunday or a statutory public holiday in the Region, or a Saturday where the preceding Friday or following Monday is a public holiday in the Region.

“Working Hours” means 9:00am to 6:00pm on any Working Day.

“You” or “Your”, “Client”, “Authorised Representative” means the customer, its agent, and employees, or any person acting on behalf of and with the authority of the customer who has requested an On-site Visit. The Authorised representative, client, customer or person acting on behalf has to be over the age of 18 years.
General Terms
1. Scope of Services TechWorks Network Limited encompasses the following divisions:
  a) TechWorks IT Services: On-site and remote tech support, device setup, diagnostics, troubleshooting, hardware and software sales.
  b) TechWorks Smart Home Services: Smart home device installation, configuration, and consultation.
  c) TechWorks Electrical Services: General residential/commercial electrical services.
  
  *Some services (e.g., Electrical and Smart Home Services) may be provided by trusted third-party contractors. While these contractors operate independently, TechWorks remains committed to ensuring a high standard of service and customer satisfaction.
Service Scope and Limitations
1. Service Coverage
  TechWorks currently operates in Auckland and Taupo, New Zealand, with expansion planned to other regions. All services are subject to technician availability.
2. Service Delivery
  We provide on-site services to all customers and remote services to those who have had an initial onsite visit. Services are available to residential customers and small businesses (up to 5 users for IT support).
3. Remote Support
  Remote support requires explicit consent at each session and may be recorded for quality and security purposes. Subscription-based remote assistance is planned for future release.
4. Service Appointment
  During a service appointment, our technician will assess the issue based on the information provided by the customer or their authorised representative. Where possible, we may offer an indicative diagnosis, an estimated duration for the service, and any anticipated hardware, software, or materials required to complete the work.
  
  Please note that:
  a) All diagnoses and time or cost estimates are indicative only and may change based on further assessment or unforeseen complications.
  b) We do not guarantee the accuracy of any preliminary diagnosis, time estimate, or cost projection provided prior to or during the appointment.
  c) Where the customer is unavailable during the appointment, a responsible adult authorised (authorised representative) to act on the customer's behalf must be present and able to approve service-related decisions, instructions, and recommendations. By granting access, the authorised representative accepts responsibility on behalf of the customer for any decisions made or approvals given during the appointment.
  d) We are not liable for delays or service limitations caused by lack of access, insufficient information, environmental conditions, or the absence of an authorised decision-maker at the premises.
5. Technicians and Contractors
  Services may be delivered by employees, contractors, or subcontractors of TechWorks. Contractors are independent, responsible for their own work, and operate under their own insurance and licensing. Although independent contractors operate independently, TechWorks works closely with them to help ensure services are delivered to a high standard.
6. Right to Refuse Service
  TechWorks reserves the right to refuse, suspend, or terminate services where a customer fails to comply with these Terms, fails to make payment when due, behaves in an abusive, threatening, or unsafe manner, or where TechWorks reasonably believes the requested work may be unlawful, unsafe, unethical, or outside its scope of expertise.
7. Subscription Services
  TechWorks may offer optional subscription-based support packages. Terms of these packages will be outlined in separate agreements.
Bookings, Cancellations & No-Shows
By booking a service, you agree to these Terms.
1. Bookings can be made via phone, website, or approved third-party platforms.
2. A deposit may be required for some services.
3. All on-site payments are due upon appointment completion unless otherwise agreed in writing.
  1. We accept payment via cash, EFTPOS, major credit/debit cards, and approved third-party payment gateways (e.g., Stripe).
4. Cancellations or rescheduling of appointments must be made no later than the close of business on the working day prior to your scheduled On-site Visit. Failure to do so may result in a charge up to the equivalent minimum Standard On-site Rate.
5. If you are not present or reachable at the scheduled time, the appointment is considered a No Show. No Shows or late cancellations incur a fee up to the equivalent minimum Standard On-site Rate.
6. You must notify our telephone operators no later than the close of business on the working day prior to your scheduled On-site Visit if you wish to cancel or reschedule. If you fail to do so, you will be required to pay a Cancellation Fee. If an appointment cannot proceed because the customer or authorised representative is unavailable, absent, unreachable, or unable to provide access at the agreed time and location, a No Show Fee may be charged.
Payments and Deposits
1. Payment is due onsite at the end of each appointment, unless otherwise agreed in writing. We accept payment via cash, EFTPOS, major credit/debit cards, and approved third-party payment gateways (e.g., Stripe).
2. Return visits may require payment for the initial hour upfront.
3. A 100% deposit is required for all products, hardware, licenses and software.
4. A minimum on-site service charge of one hour applies to all appointments within our standard service region, regardless of the actual time spent on-site. Any time exceeding the initial hour will be charged in accordance with the applicable hourly rate and billing increments.
5. The customer shall be responsible for all reasonable costs incurred by TechWorks in recovering overdue amounts, including collection agency fees, legal fees, court costs, and administrative expenses.
Customer Responsibilities
1. You must provide clear and safe access to work areas.
2. You must ensure your device or property is accessible, powered, and ready for service.
3. You are responsible for having a valid backup of your data prior to using any service. We are not liable for any data loss, corruption, or hardware failure, whether incidental or resulting from our service.
4. You must provide legal passwords, licensing information, and inform us if any software or equipment provided to us is illegally obtained and used.
5. TechWorks is not responsible for the quality, compatibility, functionality, legality, or suitability of hardware, software, devices, licences, or equipment supplied by the customer or third parties.
6. You are responsible for maintaining access to your accounts, usernames, passwords, multi-factor authentication methods, recovery information, software licences, and subscription details. TechWorks is not responsible for delays, additional charges, or service limitations resulting from inaccessible accounts, missing credentials, expired subscriptions, or unavailable authentication methods.
7. Where reasonably possible, customers should ensure they have current backups, operating system updates, and appropriate security software prior to service.
8. You accept the risk of data loss if no backup exists. TechWorks will not be held liable for loss of data.
Disclaimers and Liability
1. Data and Equipment
  1. TechWorks is not liable for any data loss, software corruption, or consequential damages during or after service delivery.
  2. You acknowledge that data loss is an inherent risk when servicing, repairing, diagnosing, upgrading, or configuring devices, and that certain services may require devices to be opened, modified, reset, or reconfigured, which may affect or void manufacturer warranties. While TechWorks will take reasonable care and make every effort to minimise these risks, we cannot guarantee that data loss, system issues, or warranty impacts will not occur. To the fullest extent permitted by law, TechWorks shall not be liable for any loss of data, software, settings, configurations, or warranty coverage arising from the provision of our services.
  3. You authorise TechWorks to proceed with any service requested and accept the associated risks.
  4. TechWorks shall not be responsible for faults, defects, performance issues, security vulnerabilities, software corruption, malware infections, hardware failures, or other conditions that existed prior to the commencement of our services, whether known or unknown at the time. Our provision of services does not constitute acceptance of responsibility for pre-existing issues or underlying faults discovered before, during, or after the service.
2. Limitation of Liability
  1. To the fullest extent permitted by New Zealand law, TechWorks, its directors, employees, contractors, subcontractors, and agents shall not be liable for any indirect, incidental, special, consequential, exemplary, or economic loss or damage arising from or related to the provision of services or supply of products, including but not limited to loss of data, loss of revenue, loss of profits, loss of business opportunity, loss of productivity, loss of goodwill, business interruption, or loss of use of equipment or systems.
  2. TechWorks provides its services with reasonable care and skill and offers a workmanship guarantee on services performed directly by its technicians. This guarantee is limited to the correction of defects arising directly from our workmanship and does not extend to product failures, pre-existing issues, third-party services, software defects, manufacturer faults, or circumstances beyond our reasonable control.
  3. Where services are performed by independent contractors or subcontractors, any applicable warranties may be provided by those parties. TechWorks may assist in resolving issues but is not responsible for warranties, guarantees, or obligations offered by independent third parties.
  4. To the fullest extent permitted by law, TechWorks' total aggregate liability for any claim, loss, damage, or cause of action arising from or relating to the services provided or products supplied shall not exceed the amount paid by the customer for the specific service or product giving rise to the claim.
  5. Nothing in these Terms is intended to exclude, restrict, or modify any rights or remedies that cannot be excluded, restricted, or modified under the Consumer Guarantees Act 1993, Fair Trading Act 1986, or any other applicable New Zealand law.
3. Ownership of Devices and Equipment
  1. You confirm you are the legal owner or authorised user of any device or system you present for service.
  2. If ownership is disputed or unclear, TechWorks may suspend service until satisfactory evidence is provided.
4. Hardware
  1. Hardware supplied by TechWorks is subject to the manufacturer's, distributor's, or vendor's warranty terms and conditions. Warranty coverage, duration, and remedies are determined by the manufacturer, distributor, or vendor and not by TechWorks.
  2. Where a hardware fault is suspected, TechWorks may assist with troubleshooting, warranty claims, and the return process; however, all warranty approvals, repair decisions, replacements, and turnaround times are determined by the manufacturer, distributor, or vendor.
  3. TechWorks does not guarantee that a product will be repaired, replaced, or refunded under warranty and is not responsible for delays caused by manufacturers, distributors, suppliers, couriers, or other third parties.
  4. Customers are responsible for backing up all data before submitting any device, component, or equipment for repair, replacement, or warranty assessment. TechWorks accepts no responsibility for any loss of data, software, settings, or configurations during the warranty, repair, or replacement process.
  5. Unless otherwise agreed in writing, TechWorks is not required to provide loan equipment, temporary replacement devices, or substitute hardware while equipment is being repaired, assessed, replaced, or serviced under warranty.
  6. TechWorks is not liable for any loss of business, loss of productivity, downtime, loss of profits, loss of revenue, inconvenience, or consequential damages arising from hardware failure, warranty claims, repair delays, or the unavailability of equipment.
  7. Any labour charges associated with installation, configuration, data migration, software setup, onsite visits, or other services related to warranty repairs or replacements may be chargeable unless expressly covered by the manufacturer, distributor, vendor, or a separate written agreement with TechWorks.
5. Software and Licensing
  1. TechWorks will not install, configure, support, or assist with any unlicensed, pirated, counterfeit, or otherwise unauthorized software. We reserve the right to refuse service where we reasonably believe software is being used in breach of applicable licensing terms or laws.
  2. Unless software or licensing is purchased directly through TechWorks, you are responsible for providing valid software licenses, product keys, subscription details, account credentials, and any other information required for installation, activation, or support.
  3. Software, subscriptions, cloud services, and licenses supplied by TechWorks are subject to the terms, conditions, warranties, and licensing agreements of the relevant manufacturer, vendor, or service provider.
  4. TechWorks does not guarantee the performance, availability, compatibility, functionality, or continued support of any third-party software, cloud service, subscription, or licensing platform.
  5. Software publishers and cloud service providers may modify, discontinue, restrict, suspend, or change their products, licensing models, features, pricing, or services at any time. TechWorks is not responsible for any resulting loss of functionality, service interruptions, additional costs, or compatibility issues.
  6. Unless expressly stated otherwise, software licenses, subscriptions, activation keys, digital products, and cloud services are non-refundable once purchased, provisioned, activated, or delivered.
  7. While TechWorks will take reasonable care when installing, upgrading, migrating, or configuring software, we do not guarantee that software installations, updates, upgrades, or migrations will be free from errors, compatibility issues, data loss, downtime, or service interruptions.
  8. Customers are responsible for ensuring appropriate backups of their data, software settings, and configurations before any software installation, upgrade, migration, reinstallation, or troubleshooting work is performed. TechWorks shall not be liable for any loss of data, settings, configurations, licences, or access to accounts arising from the provision of our services.
  9. Any technical support, warranty claims, refunds, exchanges, or licensing disputes relating to software may be subject to the policies and processes of the relevant manufacturer, vendor, or service provider. TechWorks may assist where reasonably practicable but is not responsible for the outcome of such claims or disputes.
  10. To the fullest extent permitted by law, TechWorks shall not be liable for any loss of business, loss of productivity, loss of revenue, loss of profits, downtime, data loss, security incidents, or consequential damages arising from the use, failure, licensing, activation, suspension, or unavailability of any software, subscription, cloud service, or digital product supplied or supported by TechWorks.
6. Third-Party Services and Products
  1. TechWorks is not liable for the performance of third-party services (e.g. ISPs, cloud vendors) or products supplied or recommended.
7. Uncollected Goods
  1. If you leave a device or product with us for more than 30 days without instruction, it may be considered abandoned. We reserve the right to dispose of such goods to recover costs.
8. Call Monitoring and Recording
  1. Remote sessions or phone support may be recorded for quality, training, and security purposes.
9. Force Majeure
  1. TechWorks shall not be liable for any delay or failure to perform its obligations where such delay or failure arises from circumstances beyond its reasonable control, including but not limited to natural disasters, power outages, internet outages, supplier delays, transport disruptions, pandemics, industrial action, cyber incidents, or government restrictions.
10. Disclaimer of Content
  1. All content, information, pricing, recommendations, and materials provided by TechWorks, whether on our website, social media, marketing materials, or other communications, are for general informational purposes only. While we make reasonable efforts to ensure information is accurate and up to date, we do not guarantee its accuracy, completeness, or suitability for any particular purpose.
  2. You rely on such information at your own risk. TechWorks reserves the right to update or change content at any time without notice and, to the fullest extent permitted by law, accepts no liability for any loss or damage arising from reliance on such information.
11. Third-Party Contractors
  1. TechWorks may subcontract qualified professionals to deliver some services.These contractors are responsible for their workmanship, but we welcome feedback and will act in good faith to resolve any issues.
12. Intellectual Property
  1. Any documentation, reports, procedures, configurations, templates, designs, or other materials created by TechWorks remain the intellectual property of TechWorks unless otherwise agreed in writing.
Division-Specific Terms
1. TechWorks IT Services:
  1. Covers computer repairs, software installation, printer setup, Wi-Fi setup, email configuration, scam remediation, antivirus installation, domain services, backup configuration, and general tech help.
  2. Small business support is limited to operations with fewer than 5 users.
  3. Remote support subscriptions (if offered) will include limitations as defined in the specific plan (e.g. 30-minute calls, 5 per week).
  4. You must ensure all passwords and access credentials are available at the time of service.
2. TechWorks Electrical Services:
  1. Licensed electrical services, including General electrical repairs, cabling, replacements, testing, and like-for-like upgrades.
  2. All electrical work will comply with NZ regulations and may require third-party inspection.
3. TechWorks Smart Home Services:
  1. Setup of smart lighting, cameras, sensors, automation systems, and related hardware.
  2. Services may include Smart device installation, configuration, automation setup, integration with existing systems.
  3. Integration with third-party platforms (e.g. Google, Amazon, Apple) is offered as-is, and TechWorks is not responsible for platform outages or app-based issues.
  4. You must ensure compatibility of existing devices and provide passwords/access where needed.
Business Customers
1. Where Products or Services are acquired by a customer for business purposes, the parties agree that, to the fullest extent permitted by law, the provisions of the Consumer Guarantees Act 1993 shall not apply. The customer acknowledges that the Products and Services are being acquired in trade and that it is fair and reasonable for the parties to contract out of the Consumer Guarantees Act 1993 where permitted.
Warranties
1. All hardware and software warranties are provided by the respective product manufacturers or vendors.
2. Except where required by law or expressly agreed in writing, TechWorks does not provide any additional warranties, guarantees, or representations regarding products, software, or services.
3. Services are provided with reasonable care and skill in accordance with New Zealand Consumer Guarantees Act 1993.
4. Except where required by law or expressly stated in writing, TechWorks does not provide any additional warranty or guarantee on products, software, services, repairs, configurations, or installations. However, if issues or faults arise, TechWorks may, at its discretion, assist with troubleshooting, remediation, warranty claims, or further support. Any such work may be chargeable at TechWorks' current standard service rates unless otherwise agreed in writing.
Privacy
1. Your personal information is collected, used, stored, and disclosed in accordance with the New Zealand Privacy Act 2020 and our Privacy Policy.
2. We will only retain personal information for as long as reasonably necessary to provide our services, comply with legal obligations, resolve disputes, enforce our agreements, or protect our legitimate business interests.
3. You authorise TechWorks to collect, retain, use, and disclose personal information about you to our employees, contractors, agents, service providers, and professional advisers where reasonably necessary for the purposes of providing services, processing payments, obtaining credit approval, communicating with you, marketing our services, complying with legal obligations, and enforcing our rights and obligations.
4. Further information about how we collect, use, store, protect, and disclose your personal information, including your rights of access and correction, is available in our Privacy Policy, which can be viewed at: [TechWorks Privacy policy].
Changes to Terms
1. We reserve the right to update or amend these Terms at any time. The latest version will be posted on our website and will be effective upon posting. Continued use of our services implies acceptance of any changes.
Governing Law
1. These Terms and any services provided by TechWorks are governed by and construed in accordance with the laws of New Zealand.
2. Any dispute, claim, or controversy arising out of or relating to these Terms or the services provided by TechWorks shall be subject to the exclusive jurisdiction of the courts of New Zealand.
3. Before commencing legal proceedings, both parties agree to make reasonable efforts to resolve any dispute through good-faith discussions and negotiation.
4. Nothing in these Terms limits or excludes any rights or remedies available under the Consumer Guarantees Act 1993, Fair Trading Act 1986, Privacy Act 2020, or any other applicable New Zealand legislation where such rights cannot legally be excluded.
Contact
If you have any questions or concerns about these Terms, please contact us:

TechWorks Network Limited

Email: info@TechWorksNetwork.co.nz
Phone: 0800 TechWorks (832496)
Website: www.techworksnetwork.co.nz
Great North Road, Glen Eden, Auckland, 0602

By booking or accepting any service from TechWorks Network Limited, you acknowledge that you have read, understood, and agree to these Terms and Conditions.

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