Terms & Conditions

1. Agreement to Terms

By booking, using, or paying for any service provided by Lucky Logic (“we”, “us”, or “our”), you agree to be bound by these Terms and Conditions. If you do not agree to these terms, please do not use our services. Lucky Logic is an IT support provider operating in Sydney, NSW and remotely across Australia. ABN: 68 522 123 312.

2. Services

Lucky Logic provides IT support services including but not limited to:

• Hardware repairs and diagnostics
• Software installation, configuration, and troubleshooting
• Network setup and Wi-Fi optimisation
• Virus, malware, and spyware removal
• Remote desktop support
• Custom PC builds
• Smart home device setup
• Business IT infrastructure (servers, NAS/SAN, networking, AV, kiosk/studio)
• Security and backup solutions

Services are provided on-site at client premises, at our base in Kirrawee (pickup/dropoff only), or remotely via secure connection.

3. Bookings and Appointments

Bookings can be made via our website, by phone, email, or WhatsApp. We will confirm your appointment as soon as possible. Same-day service is subject to technician availability. We reserve the right to reschedule appointments with reasonable notice if necessary.

4. Pricing and Payment

• All prices are in Australian Dollars (AUD) and include GST unless stated otherwise.
• We provide a quote before commencing work. By authorising us to proceed, you accept the quoted price.
• Additional work identified during the service will be quoted and requires your approval before proceeding.
• Payment is due upon completion of the service unless otherwise agreed in writing.
• We accept cash, bank transfer, and major credit/debit cards.
• Invoices that remain unpaid after 14 days may incur a late payment fee.

5. Business Hours and After-Hours Service

Our standard business hours are Monday to Friday, 9:00 AM to 5:00 PM (AEST). Weekend and after-hours emergency support is available via text or WhatsApp on Saturday and Sunday. The following conditions apply to after-hours and weekend callouts:

• After-hours and weekend callouts are charged at a higher rate than standard weekday bookings
• The No Fix, No Fee guarantee does not apply to weekend or after-hours emergency callouts
• Emergency callout availability is subject to technician availability and is not guaranteed
• Rates for after-hours callouts will be communicated clearly before work commences

6. No Fix, No Fee Guarantee

The No Fix, No Fee guarantee is available exclusively to residential clients on standard Monday to Friday bookings. If we genuinely cannot fix or resolve your reported problem after a good-faith effort, you will not be charged the standard call-out fee. This guarantee does not apply to:

• Business, SMB, or enterprise clients — standard rates apply regardless of outcome
• Weekend or after-hours emergency callouts
• Issues that are outside our scope of service or technically unresolvable
• Hardware failures requiring replacement parts (diagnostic fees may still apply)
• Situations where the customer declines our recommended solution
• Remote sessions where connection issues prevent diagnosis

7. Liability for Loss or Damage to Devices

Lucky Logic takes every care when handling client hardware. In the unlikely event that a device sustains damage while in our possession:

• We will notify you promptly and assess the cause before determining responsibility.
• Where damage is found to be caused by our negligence, we will offer to repair or replace the affected component at no cost to you.
• We are not liable for pre-existing damage, manufacturing defects, or faults that become apparent during a service.
• We strongly recommend clients back up all important data before leaving any device with us for service. We are not liable for data loss under any circumstances.
• All disputes regarding device damage must be raised within 48 hours of the device being returned to the client.

8. Cancellations and Rescheduling

• Please give at least 4 hours notice to cancel or reschedule an appointment.
• Late cancellations (less than 4 hours notice) or no-shows may incur a cancellation fee of up to $50.
• Emergency cancellations due to illness or unforeseen circumstances will be considered on a case-by-case basis.

9. Your Responsibilities

To allow us to provide the best service, you agree to:

• Provide accurate information about your issue and equipment
• Back up your own data before any service (we strongly recommend this)
• Ensure a safe and accessible working environment for on-site visits
• Grant us the necessary access and permissions to perform the requested work
• Inform us of any known hardware faults, prior repairs, or warranty status

10. Data and Privacy

We take your data privacy seriously. Our technicians will only access your files and system as necessary to resolve your issue. We will not copy, transmit, or retain your personal data beyond what is required for service delivery. Please refer to our Privacy Policy for full details.

11. Limitation of Liability

To the maximum extent permitted by Australian law:

• Lucky Logic is not liable for any loss of data. We strongly advise you to back up your data before any service.
• Our total liability for any claim arising from our services is limited to the amount paid for the specific service in question.
• We are not liable for any indirect, incidental, special, or consequential damages, including loss of profits or business interruption.
• Nothing in these terms excludes, restricts, or modifies any right or remedy, or any guarantee, warranty, or other term or condition, implied or imposed by the Australian Consumer Law which cannot be excluded.

12. Warranty on Work Performed

We stand behind our work. If the same issue recurs within 30 days of the completed service, we will investigate and remedy it at no additional charge, subject to the issue being directly related to the original work performed. This warranty does not cover new or unrelated issues, misuse, or third-party interference.

13. Insurance

Lucky Logic holds Public and Product Liability insurance to AUD $5,000,000. A Certificate of Currency is available on request.

14. Intellectual Property

All content on this website, including text, graphics, logos, and software, is the property of Lucky Logic and is protected by Australian copyright law. You may not reproduce or distribute any content without our prior written consent.

15. Governing Law

These Terms and Conditions are governed by the laws of New South Wales, Australia. Any disputes shall be subject to the exclusive jurisdiction of the courts of New South Wales.

16. Changes to These Terms

We reserve the right to update these Terms and Conditions at any time. Changes will be effective immediately upon posting to our website. Your continued use of our services after any changes constitutes acceptance of the new terms.

17. Contact Us

For questions about these Terms and Conditions, please contact us: