RD3 Tech

1. Important Information:

2. Changes to Terms:

3. Acceptance of Work:

4. Client Attendance:

• RD3 Tech will not engage or coordinate with any third party unless the client attends the initial meeting and is included in all subsequent communications, or the third party has been introduced and authorised by the client.
• Any work that requires third-party involvement or sign-off must be authorised by the original client. All third-party tasks must be reviewed and approved by the client before work begins.

5. Client Responsibilities:

• Providing a clean, sanitary, and accessible worksite suitable for the service.
• Providing accurate and complete information about the issue or project.
• Granting necessary access to systems, software, or hardware required for the service.
• Obtaining any required permissions or licences for third-party software or systems. If the worksite or required information is not suitable at the time of arrival, we may need to reschedule. Any additional costs resulting from this will be discussed with the client in advance.

6. Politeness & Professionalism:

• Abusive, aggressive, bullying, manipulative, or disrespectful behaviour — including but not limited to shouting, swearing, threats, intimidation, harassment (verbal, written, or online), discriminatory remarks, or any conduct intended to cause distress — will not be tolerated. If any of the aforementioned issues arise, any repairs or services will be suspended and client hardware will be returned in its current state, whether already repaired, mid-repair, or pending repair following client instruction. Services will also be terminated without refund. RD3 Tech will not be liable for incomplete repairs, data loss, or any resulting issues caused by the suspension of service. Please also refer to Section 15. Dispute Resolution and Section 19. Termination of Services.
• Unreasonable demands or requests leading to harassment, intimidation, or bullying — including but not limited to demanding same-day service, expecting instant responses to emails, excessive follow-ups, or repeated pressure outside agreed-upon communication channels — may result in suspension or termination of services without refund. Also see Section 7. Booking & Scheduling.
• In such cases, RD3 Tech may limit or cease further communication with the client to maintain a safe and respectful working environment.

7. Booking & Scheduling:

RD3 Tech uses a structured booking and enquiry process to help manage requests fairly and provide each client with the appropriate level of attention. Our website and Client Intake Form are the primary starting points for new work and planned requests, while email and phone/text are used according to the type and urgency of the request.

To ensure timely and effective support:

• Requests for new work should be submitted through the RD3 Tech Client Intake Form. This allows us to gather the information needed to understand your request and determine the appropriate next step.
• Email is the preferred contact method for planned work, questions, and service requests.
• Appointments are managed through our private booking system, with clients scheduled in the order requests are received.
• Please book planned work in advance where possible. RD3 Tech recommends allowing at least one week for non-urgent requests.
• Same-day or priority service is only available for urgent situations and is assessed on a case-by-case basis.

The following examples help explain the difference between planned bookings and enquiries and urgent support requests. These examples are a guide only and are not limited to the situations listed below.

RD3 Tech will assess each request based on:

• The impact on the client
• The urgency of the situation
• The appropriate response required

Bookings & enquiries:

This includes questions, planned work, improvements, recommendations, and other requests that can be handled through the normal support process.

Home users:

• Computer servicing and health checks
• Performance improvements and upgrades
• New computer setup
• Data transfers and device setup
• Software installation and configuration
• Printer, Wi-Fi, and home technology support
• Backup setup and technology advice

Small business / Community organisations:

• Booking IT support appointments
• Requesting quotes or recommendations
• New device and user setup
• Google Workspace or Microsoft 365 support
• Email, domain, and hosting services
• Website updates and improvements
• Technology reviews and planning
• Backup, security, and IT consulting

Email allows RD3 Tech time to review your request, understand your requirements, and provide the most appropriate solution.

Urgent support:

Phone or text is available for urgent technology issues where assistance is required promptly.

Examples include:

Home users:

• Computer will not turn on or has suddenly failed
• Unable to access important files or personal data
• Suspected virus, malware, or account compromise
• Internet or network failure affecting essential use
• Urgent data recovery situations

Small business / Community organisations:

• Critical system or device failure preventing normal operations
• Staff, volunteers, or members unable to access essential systems
• Email, cloud services, or shared systems unavailable
• Security incidents requiring urgent attention
• Technology failures affecting important deadlines, events, or operations

8. Required Information:

Clients must provide:

• Full name.
• Email address.
• Home or business address.
• Contact phone number.

Clients are responsible for notifying RD3 Tech promptly of any changes to this information to ensure effective communication.

9. Pricing:

• Standard Rate: $110/hour minimum.
• After-Hours Rate: +$20/hour outside 9–5, weekends, or public holidays.
• Travel Charges: Calculated as: (Standard Rate ÷ 60 minutes) × travel time in minutes = travel rate. Also see Section 10. Travel & Location Fees.

10. Travel & Location Fees:

11. Quotes & Consultations:

• Estimates are available upon request.
• Consultations, estimates, quotes, recommendations, research and related professional services may incur hourly fees, based on the time, effort, complexity and research required.
• Site visits undertaken for the purpose of providing a quote, estimate, consultation or recommendation are charged at RD3 Tech’s standard hourly rate, together with any applicable travel or location fees.
• Costs may vary depending on the scope, requirements and complexity of the work.
• Recommendations, proposals, reports, quotes, consultations and estimates, including any associated research or supporting material, may be provided to the client or business following payment of the applicable invoice.
• Providing an estimate, quote or consultation does not create an obligation for RD3 Tech to undertake the proposed work. Work will only proceed once the client has confirmed acceptance of the proposed services and any applicable terms.

12. Payment Terms:

• Invoices must be paid by the stated due date via accepted payment methods.
• Contact us before the due date if you require an extension.
• At the discretion of RD3 Tech staff, late payments without prior approval may incur a late fee after 7 days.
• Unpaid invoices beyond 14 days may result in suspension of services or referral to a collections agency.

13. Our Services:

• On-Site IT Support: Diagnosis and repair at your location.
• Remote Support: While we may provide remote support, we prefer to conduct on-site visits to ensure optimal service delivery. Remote assistance will be assessed on a case-by-case basis.
• Drop-Off Service: Repairs by appointment only at our facility. For certain jobs, a drop-off service may be required at the RD3 Tech workshop. Repairs are by appointment only. Clients must not enter the property without permission. All visits must be scheduled in advance with notice. Clients may not return without explicit approval.

14. Data Privacy:

15. Dispute Resolution:

Please also refer to Section 6. Politeness & Professionalism and Section 19. Termination of Services.

16. Service Quality:

17. Refund Policy:

18. Subcontracting:

19. Termination of Services:

20. Feedback & Complaints:

21. Insurance:

22. Accessibility:

23. Service Area:

24. Non-Solicitation:

25. Legal Protection Clauses: