Terms and Conditions
These Terms and Conditions apply to all goods and services supplied by All I.T. Solutions (QLD) (“we”, “us”, “our”) to the customer (“you”, “your”).
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1. Scope and Acceptance of Terms
These Terms and Conditions apply to all goods and services supplied by All I.T. Solutions (QLD), including but not limited to hardware, products, labour, technical services, software licences, cloud or subscription services, digital products, and custom one-off applications, automations, or scripts.
These Terms and Conditions apply to the person or business named on the quote, order, or invoice, and that party is taken to be the customer for all purposes.
Unless expressly agreed otherwise in writing, any warranty or related entitlement is provided only to the original person or business named on the invoice and is not transferable if the item is sold, assigned, or otherwise passed to another person or entity. However, where a business is sold but retains substantially the same business identity, business name, and operating structure, we may continue to recognise the warranty position at our discretion or where otherwise required by law.
These Terms and Conditions apply to quotes, orders, invoices, website purchases, verbal approvals, and approvals given by email, message, or other electronic communication.
You will be taken to have accepted these Terms and Conditions if you do any of the following:– accept a quote– place an order– request supply of goods or services– pay a deposit or invoice– accept delivery or collection– use, install, activate, or retain the supplied goods or services
Certain third-party or hosted services, including but not limited to website hosting, email hosting, Microsoft 365, Google Workspace, and similar managed or subscription-based services, may be subject to separate third-party terms, service levels, warranty positions, or service guarantees. In those cases, we may act as an intermediary, reseller, administrator, or facilitator, and our role is subject to the limitations set out elsewhere in these Terms and Conditions and any applicable third-party terms.
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2. Quotes, Orders, Pricing, Payment, Title and Risk
2.1 Quotes and estimatesAny quotation issued by All I.T. Solutions (QLD) is valid for the period expressly stated on the quotation.
If a quotation, pricing indication, or proposed supply arrangement is provided without a stated validity period, it is to be treated as an estimate only and may be varied or withdrawn by us prior to acceptance, supply, or payment.
2.2 DepositsWe may require a deposit before commencing work, ordering goods, reserving stock, or committing resources to a project, service, or supply arrangement.
Unless otherwise stated in writing, where the total quoted or invoiced amount is greater than $500, a minimum deposit of 10% may be required.
A deposit may be refundable if:– the item, service, or project has not commenced– no work has been performed– no goods, licences, subscriptions, or other items have been ordered, purchased, provisioned, or committed– the customer cancels before commencement
A deposit is not refundable where:– work has commenced; and/or– goods, services, licences, subscriptions, or project components have already been ordered, purchased, provisioned, allocated, or committed; and/or– we have incurred supplier, vendor, cancellation, restocking, administrative, or related costs
2.3 Payment termsPayment terms are as stated on the applicable quotation or invoice.
If no payment terms are stated, the default position is payment in full required.
2.4 Late paymentIf payment is overdue, we may, to the extent permitted by law:– suspend further work, supply, support, or access– withhold delivery, release, completion, handover, credentials, licences, or other items pending payment– recover from you reasonable costs, fees, charges, and expenses associated with late payment, debt recovery, administration, collection activity, third-party recovery services, merchant reversals, or related enforcement steps
Late payment fees, charges, and recovery-related costs are not fixed and may vary over time depending on the nature of the account, supplier costs, collection costs, administrative handling, and third-party charges.
2.5 Retention of titleTitle and ownership in goods supplied by All I.T. Solutions (QLD) remain with us until all amounts owing in respect of those goods, and any related supply charges, have been paid in full.
2.6 RiskRisk in goods passes to the customer upon the earlier of:– delivery– collection– installation
2.7 Special-order and non-stock itemsWhere goods are special-order items, non-stock items, supplier-order items, or items not physically held by us at the time of sale, cancellation or return may be subject to supplier or vendor approval.
If a supplier or vendor charges us a cancellation fee, return fee, restocking fee, administration fee, or similar charge, we may pass that cost on to the customer.
If the supplier or vendor does not charge us such a fee, we will generally not charge one on that basis.
2.8 Card and payment gateway surchargesPayments made through card processors, merchant gateways, or third-party payment services may incur transaction fees, surcharges, or gateway charges.
These charges may be imposed, disclosed, calculated, or processed by the relevant payment provider either at the time of payment or after payment processing, depending on that provider’s systems and terms.
To the extent permitted by law, payment processing surcharges and gateway fees are not refundable where those fees are not returned to us by the relevant payment processor when a refund is processed.
Customers should also refer to the relevant payment processor’s terms and conditions where applicable.
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3. Warranty Assistance and Return-to-Base Process
3.1 Nature of our warranty assistanceFor eligible physical goods, hardware, and components supplied by All I.T. Solutions (QLD), we provide up to 12 months of warranty assistance for a genuine warranty issue or approved warranty claim, unless otherwise stated in writing.
Our role is primarily that of a concierge/intermediary service on behalf of the customer or end user. This means we assist with the warranty process, but the actual outcome depends on whether the relevant vendor, brand, manufacturer, distributor, or supplier accepts and approves the claim.
3.2 Commencement of warranty assistance periodUnless otherwise stated in writing, the 12-month warranty assistance period begins from the earlier of:– the date of delivery– the date of installation or setup– the invoice date
3.3 What our warranty assistance includesWhere a genuine warranty issue is raised, our warranty assistance may include, within reasonable scope:– acting as a concierge or intermediary on behalf of the customer or end user– receiving the item back to base for handling, testing, assessment coordination, or submission– liaising with the relevant vendor, brand, manufacturer, distributor, supplier, or authorised repairer– following the required warranty claim procedures and processes of the relevant third party– providing available updates, responses, requests, and outcomes to the customer, business, and/or end user when such information is provided to us
3.4 Possible warranty outcomes
3.5 What our warranty assistance does not includeOur warranty assistance does not mean:– automatic approval of any claim– automatic repair, replacement, refund, or credit by us– guaranteed turnaround times– guaranteed availability of parts, stock, replacements, or substitutes– guaranteed daily, hourly, or scheduled progress updates– compensation for inconvenience, downtime, loss of use, delay, business interruption, or related loss– free onsite attendance, transport, removal, reinstallation, setup, migration, or related labour unless expressly agreed in writing
3.6 Return-to-Base (RTB)All warranty matters are handled on a Return-to-Base (RTB) basis unless expressly agreed otherwise in writing.
This means the relevant item must be:– returned to All I.T. Solutions (QLD); or– where directed, returned or sent to the relevant vendor, brand, manufacturer, distributor, supplier, authorised repairer, or service centre
3.7 Freight, shipping, transport, time, and related costsUnless otherwise stated in writing, the costs of:– returning the item– freight or shipping– transport or delivery– packaging and insurance– handling time– related labour or time associated with the warranty process
are borne by the customer.
If the relevant warranty process, vendor, manufacturer, supplier, or third party reimburses All I.T. Solutions (QLD) or reimburses the customer directly for some or all of those costs, then that reimbursement will apply only to the extent actually approved and paid.
3.8 Information and proof requiredTo minimise delay and avoid unnecessary back-and-forth, customers may be required to provide all information reasonably necessary for assessment or submission of a warranty claim, including:– proof of purchase or invoice– serial number or product identification details– a clear description of the fault or issue– photographs, videos, screenshots, or supporting evidence where requested– details of troubleshooting already attempted– reasonable access to test, inspect, or assess the issue
3.9 Final outcomeThe final outcome of any warranty claim is subject to the assessment, process, terms, and approval of the relevant vendor, manufacturer, distributor, supplier, or authorised service channel, unless otherwise required by law.
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4. Exclusions, Non-Warranty Findings, Labour, Software and Custom Work
4.1 Warranty exclusionsA product issue will not be treated as a genuine warranty issue, or may be refused, denied, or excluded from warranty assistance, where the issue is caused by, contributed to by, or associated with any of the following:
– accidental damage– customer-induced damage– end-user-induced damage– misuse, abuse, neglect, mistreatment, or improper handling– liquid damage– impact damage– cracked screens– broken hinges, housings, casings, bezels, frames, ports, connectors, or similar physical damage– power surge, lightning, unstable power, electrical events, or external environmental causes– improper storage, transport, or environmental exposure– software corruption– malware, viruses, ransomware, spyware, or other malicious software– software compatibility issues– misconfiguration– user error– third-party application conflicts– operating system issues not caused by a proven hardware fault– data loss, data corruption, or inaccessible data– unauthorised opening, tampering, attempted repair, modification, or interference– cosmetic damage not affecting core functionality
4.2 Non-warranty findings and no-fault-found assessmentsA claimed fault is not automatically accepted as a warranty fault.
Goods may need to be tested, inspected, assessed, monitored, or referred to the relevant vendor, manufacturer, supplier, or authorised repairer before any warranty decision is made.
If:– no fault is found– the issue is intermittent but not reproducible during assessment– the issue is found to be outside warranty– the issue is caused by excluded circumstances– the claim is denied by the relevant vendor, manufacturer, supplier, or authorised service channel
then reasonable charges may apply, including for:– diagnostic time– assessment time– handling time– freight or shipping– quote preparation– return delivery– administrative time– paid repair labour or remediation work if authorised by the customer
4.3 Labour and service warranty positionUnless expressly stated otherwise in writing:– there is no warranty on labour– labour charges are non-refundable– onsite work, remote work, technical time, diagnostic work, installation, setup, configuration, migration, and call-out work are charged for the work performed
Where labour is required in connection with a warranty matter, including but not limited to removal, reinstallation, onsite attendance, setup, migration, packaging, transport coordination, software work, testing, or reconfiguration, that labour may be separately chargeable unless expressly included in writing.
4.4 Software, licences, cloud, hosted, and managed servicesSoftware, software licences, subscriptions, cloud platforms, hosted services, website hosting, email hosting, Microsoft 365, Google Workspace, security services, and similar third-party or managed services are supplied, administered, or facilitated subject to the terms, conditions, service levels, limitations, warranties, and policies of the relevant provider, vendor, platform, or licensor.
In many cases, All I.T. Solutions (QLD) acts only as an intermediary, reseller, facilitator, technical administrator, or implementation provider in relation to those services.
Unless expressly stated otherwise in writing, we do not provide a separate warranty, performance guarantee, uptime guarantee, compatibility guarantee, or continuity guarantee for those services beyond:– what is required by law; or– what is expressly stated by us in writing
4.5 Custom one-off applications, automations, and scriptsUnless expressly agreed otherwise in writing:– custom one-off applications, automations, scripts, integrations, bespoke builds, and similar development work are provided without warranty– ongoing support, maintenance, upgrades, compatibility work, bug fixing, adaptation to future platform changes, or continued operation in changing third-party environments are not included unless separately quoted or agreed in writing
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5. Returns, Refunds, Liability, Data Loss and Customer Responsibilities
5.1 Change of mind and customer ordering issuesUnless otherwise required by law, we do not accept returns or provide refunds for:– change of mind– incorrect selection by the customer– products or services no longer required– incompatibility not caused by our written recommendation or written specification advice
5.2 Non-returnable and restricted-return itemsUnless otherwise required by law, returns, credits, or refunds are generally not available for:– special-order items– non-stock items ordered in specifically for the customer– opened software– activated or used licences– provisioned subscriptions or cloud services– downloaded digital goods– custom work, development work, or project work that has already commenced
5.3 Fault-based outcomes
Depending on the circumstances, the outcome may include:– repair– replacement with the same item– replacement with an equivalent or substitute item– credit– refund
5.4 Refund positionAny refund is subject to the relevant vendor, supplier, manufacturer, distributor, or authorised service channel approving the return and confirming that a refund is applicable.
Where a refund is approved, it may be subject to deduction of any applicable:– supplier or vendor fees– cancellation fees– restocking fees– freight charges– merchant or gateway charges not returned to us– other reasonable charges actually incurred in connection with the transaction, return, or refund process
to the extent permitted by law.
Unless otherwise required by law, we are not obliged to provide:– an upgraded or better-spec replacement– a cash remedy where the approved outcome is repair, replacement, or credit– a remedy greater than the original value paid for the relevant product or service
5.5 Data loss and backupsThe customer is solely responsible for maintaining complete, current, and recoverable backups of all data, files, applications, settings, accounts, mailboxes, licences, and configurations.
To the extent permitted by law, All I.T. Solutions (QLD) is not liable for:– data loss– data corruption– inaccessible data– failed data recovery– failed backup recovery– software loss– licence loss– reinstallation time– reconfiguration time– business interruption arising from data, software, account, device, or service issues
5.6 Customer responsibilitiesThe customer is responsible for:– ensuring the product, service, or solution is suitable for its intended purpose unless we have expressly confirmed suitability in writing– maintaining current and recoverable backups– removing, protecting, or disclosing the presence of sensitive, confidential, regulated, or personal data before service, return, warranty handling, migration, or disposal– providing passwords, access credentials, administrator access, multi-factor authentication cooperation, or other access reasonably required for supply, troubleshooting, migration, support, or warranty processing– ensuring they have lawful ownership of, or authority over, any device, account, mailbox, tenancy, system, software, or environment presented to us– promptly reporting suspected faults, issues, or claim circumstances– taking reasonable steps to minimise further damage once an issue becomes known
5.7 Limitation of liabilityTo the extent permitted by law, All I.T. Solutions (QLD) is not liable for:– indirect, incidental, special, exemplary, or consequential loss or damage– loss of profit, income, revenue, sales, goodwill, business opportunity, or productivity– downtime, delay, project interruption, or loss of use– third-party supplier, manufacturer, platform, carrier, cloud, software, hosting, licensing, or freight-related delays, failures, refusals, denials, outages, or disruptions– reinstalling software, rebuilding systems, restoring data, rejoining devices to domains, re-establishing user profiles, or reconfiguring environments unless expressly agreed in writing
Any liability that cannot lawfully be excluded is limited to the extent permitted by law and, where lawful, to the repair, replacement, re-supply, or refund value of the relevant goods or services, at the legally available option.
5.8 Business continuity and contingencyThe customer is responsible for maintaining their own:– backups– contingency arrangements– alternate equipment where required– business continuity measures– disaster recovery planning– fallback operational arrangements
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6. Australian Consumer Law, Governing Law and Contact
6.1 Rights that cannot lawfully be excludedNothing in these Terms and Conditions excludes, restricts, or modifies any rights or remedies that cannot lawfully be excluded, restricted, or modified under the Australian Consumer Law or any other applicable law.
6.2 Mandatory Australian Consumer Law wording for goodsOur goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and for compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.
6.3 Governing lawThese Terms and Conditions are governed by the laws of Queensland, Australia.
6.4 JurisdictionAny dispute arising in connection with these Terms and Conditions is subject to the jurisdiction of the courts of Queensland.
6.5 Contact detailsFor questions regarding these Terms and Conditions, warranty claims, or return requests, please use the current contact details published on the All I.T. Solutions (QLD) contact page.
Warranty-related contact may be made by email or phone using those published contact details.