Terms of Service
No fine print traps here, just a plain-English explanation of how we work together, what you can expect from me, and the few things I need from you so every session goes smoothly.
Last updated: 4 August 2026
The basics
These terms cover the remote computer assistance provided by Grimace Remote, an independent business run by a single technician in Bairnsdale, Victoria 3875. By requesting or using Grimace Remote's services, you agree to these terms. I've kept them short and readable on purpose, so if anything is unclear, just ask before we begin.
What I do
I provide friendly, remote computer assistance over a secure screen-share. This covers a wide range of everyday computer-based work, including documents, online administration, cloud and email assistance, software configuration and general technical tasks, as well as Windows, macOS and cybersecurity assistance, plus small-business assistance. All work is done remotely; I don't make house calls or take physical drop-offs.
Appointments
I work by appointment, 7 days a week. Once you submit a request, I'll reply by email with available appointment options so we can arrange a time that suits you. If you need to reschedule, just let me know as early as you can so I can offer the slot to someone else.
Pricing and payment
- My rate is $89 per hour.
- There is a minimum charge of one hour per session.
- After the first hour, time is billed in 15-minute increments.
- I'll always give you a heads-up if a job is going to run beyond what we expected, so there are no surprises.
Payment is due once the work is completed, using the method we agree on.
No fix, no fee conditions
No fix, no fee applies when I can't make meaningful progress on the specific task or issue we agreed to work on before the session; in that case you don't pay for that work. It doesn't cover separate tasks or issues discovered along the way, work you ask me to continue after being informed of limited progress, hardware that has physically failed, or situations outside my control (such as a third-party service being down).
Backing up your data is your responsibility
This is the single most important thing to understand before any session, so please read it carefully.
Technology is unpredictable. Repairs, updates, virus removal, and system changes can occasionally lead to data loss, even when everything is done correctly and with the best of care. Because of this:
- You are responsible for backing up all of your important files, photos, and data before our session begins.
- I strongly recommend having a current, working backup you have personally verified before any work starts.
- I am not responsible for the loss of data that I did not directly and negligently cause, including pre-existing problems, failing hardware, or the absence of a backup on your part.
- If you'd like a hand setting up a reliable backup, I'm genuinely happy to help with that as its own task before we tackle anything risky.
None of this reduces my commitment to working carefully and professionally; it simply makes sure a backup exists so that an unexpected failure never costs you your memories or important documents.
What I need from you
- That you own the device, or have permission from the owner for me to work on it.
- Accurate information about the task or issue so I can help effectively.
- That you're present and available during the session, since you approve each step.
- A current backup of anything you can't afford to lose (see above).
Third-party software and services
Sometimes fixing an issue involves software, drivers, or online services made by other companies. I don't control those products and can't be responsible for their performance, licensing, or future changes. Any licences or subscriptions for third-party software are between you and that provider.
Limitation of liability
I take real care with every job. That said, to the extent permitted by law, Grimace Remote is not liable for indirect or consequential loss, or for loss or damage that I did not directly and negligently cause. Where I am found liable, my total liability is limited to the amount you paid for the session in question.
Nothing in these terms excludes, restricts, or modifies any rights or guarantees you have under the Australian Consumer Law that cannot legally be excluded. Those rights always apply, and these terms operate alongside them.
Acceptable use
I'm here to help with genuine, lawful technical problems. I can't assist with anything illegal, or with bypassing security, licensing, or protections on devices or accounts you don't own or control. I may end a session if I'm asked to do something outside these bounds.
Governing law
These terms are governed by the laws of Victoria, Australia, and any disputes will be handled in that jurisdiction.
Updates to these terms
If these terms change, I'll post the updated version here and change the date at the top. The terms that apply to your session are the ones published at the time you submit your request.
Questions about any of this?
I'm happy to explain anything in plain English before we start. Reach out any time and I'll walk you through it.