Terms of Service

These terms apply when you engage Grimace Remote for remote tech support, website design, or website support. By submitting an enquiry or booking an appointment, you agree to these terms.

Services provided

Grimace Remote provides three services, delivered 100% remotely on an appointment basis:

• Remote Tech Support (Windows and macOS)
• Website Design
• Website Support

Grimace Remote does not provide on-site visits, hardware sales, hardware installation, or hardware repair.

Appointments

All work is delivered by appointment. After your enquiry, Grimace Remote will reply with the next available appointment options. Same-day or emergency support is not offered.

Pricing

The standard rate is AUD $89 per hour, with a one-hour minimum on every booking. After the first hour, time is billed in 15-minute blocks and is not rounded up. Website design and larger website support projects may be quoted as a fixed scope before work begins.

No fix, no fee

If Grimace Remote cannot resolve the issue during the support session, you do not pay for that unresolved session. This does not apply to:

• Completed work or advice already provided
• Website design work
• Website support work
• Issues caused by third-party services, software, internet providers, device manufacturers, or platforms outside Grimace Remote’s control

Client responsibilities

Where appropriate, you are responsible for backing up important files before a support session. Grimace Remote uses care when working on your device or website, but cannot guarantee outcomes that depend on third-party software, hardware, accounts, or services outside its control.

Remote access

When remote access is required, Grimace Remote uses Splashtop SOS. A session only begins after you request help and choose to connect. You remain in control of the session and can end access when the session is complete. Grimace Remote will never ask for banking passwords, one-time banking codes, or sensitive financial login details.

Website projects

Website design and larger website support projects may require a separate quote or written scope. Any agreed scope, timeline, and deliverables will be confirmed in writing before the project begins.

Australian Consumer Law

Nothing in these terms limits or removes your rights under Australian Consumer Law. The consumer guarantees provided by Australian Consumer Law apply to the services Grimace Remote provides.

Contact

Questions about these terms can be sent to support@grimaceremote.com.au.