Legal
Remote Support Terms
Plain-English terms aligned with the Australian Consumer Law, Privacy Act 1988, the APPs and the ACSC Essential Eight. Last updated 4 May 2026.
1. About these terms
These Remote Support Terms govern remote IT services provided by Grimace Remote (ABN 46 116 499 723) to clients in Australia. By engaging the service you agree to these terms. They operate alongside the Australian Consumer Law (ACL).
2. The service
100% remote computer support — diagnosis, configuration, virus and malware removal, email and Microsoft 365 setup, WiFi and network troubleshooting, backups and similar tasks. Some hardware faults cannot be resolved remotely; we will tell you when that is the case and won't charge for the diagnosis.
3. Pricing — No Fix, No Fee
Support is billed in 15-minute blocks at $25 (equivalent to $100/hour), GST inclusive. If we cannot fix the issue remotely, you do not pay. There are no call-out or travel fees.
4. How a session works
You initiate contact by SMS or email. We send a one-time link or code; you approve the connection. You watch the entire session and may disconnect at any moment. After the session you receive a written, plain-English summary of every change made.
5. Your responsibilities
You confirm you are authorised to grant access to the device, you back up critical data where possible, and you agree not to leave a session unattended on a device containing third-party data without explicit consent.
6. Privacy and data handling
We handle personal information in accordance with the Privacy Act 1988 (Cth) and the Australian Privacy Principles. No client files, screenshots, credentials or session recordings are retained once a session ends. See our Privacy Policy for full detail.
7. Security — Essential Eight
Our remote tooling and internal practices are aligned with the ACSC Essential Eight, including multi-factor authentication, application patching, restricted administrative privileges and regular backups. We will not disable security controls on your device without explaining the risk.
8. Australian Consumer Law
Our services come with consumer guarantees under the ACL that cannot be excluded. If a major service failure occurs you are entitled to a refund or to have the service performed again. Nothing in these terms limits rights you have under the ACL.
9. Liability
To the extent permitted by law, our liability for any single engagement is limited to the fees paid for that engagement. We are not liable for indirect or consequential loss, pre-existing faults, hardware failure, or third-party software defects beyond our control.
10. Cancellation
You may end a session at any moment by clicking disconnect. You will only be billed for time actually spent on a successful fix.
11. Disputes and jurisdiction
These terms are governed by the laws of Victoria, Australia. We will attempt to resolve any dispute directly first; unresolved consumer disputes can be referred to Consumer Affairs Victoria.
Grimace Remote · ABN 46 116 499 723 · East Gippsland, Victoria, Australia