These terms and conditions apply to PC Warehouse IT Support Plans. By purchasing or using a support plan, you agree to these terms, our Fair Use Policy, and any plan-specific conditions shown on the product page.
1. Nature of the service
PC Warehouse IT Support Plans provide remote IT support for home users. Support is provided by phone, remote desktop, email, WhatsApp or another approved remote support method.
Support plans are intended for normal home IT support needs and are not a replacement for business managed IT services, hardware repair services, on-site support contracts or formal training services.
2. Remote-only support
All support plans are remote-only unless specifically stated otherwise. If an issue cannot reasonably be resolved remotely, PC Warehouse may recommend one of the following:
In-store/workshop assessment
On-site call-out
Hardware repair quote
Replacement part quote
Upgrade or replacement recommendation
Any work outside the included remote support scope may be quoted separately.
3. Covered device
Each support plan covers one registered device unless the product page specifically states otherwise.
Device details may include:
Device type
Brand
Model
Serial number
Primary user or covered person
If a serial number is not provided during checkout, PC Warehouse may request it during the first support request before confirming support coverage.
4. Support recipient
A support plan may be purchased for yourself or for another person, such as a parent, family member, staff member or friend. The person receiving support must be listed as the covered person where applicable.
The payer remains responsible for payment unless otherwise agreed.
5. Billing and recurring payments
Support plans may be billed monthly, annually or according to the billing cycle shown on the product page.
Recurring payments are processed through the selected payment provider. By purchasing a recurring support plan, you authorise recurring billing according to the selected plan.
If payment fails, PC Warehouse may suspend support until payment is received.
6. Cancellation
Customers may request cancellation of a recurring support plan. Cancellation stops future billing but does not automatically refund previous payments.
Where payment is managed through a third-party payment gateway, cancellation may need to be processed through that payment provider or by PC Warehouse on request.
7. Refunds
Subscription and support plan payments are generally non-refundable once the support period has started or support has been used.
Refunds may be considered at PC Warehouse’s discretion where no support has been provided and the request is made within a reasonable time after purchase.
8. What is included
Included support depends on the plan purchased. Common covered areas may include:
Windows troubleshooting
Email setup and troubleshooting
Microsoft Office support
Printer and scanner assistance where remotely possible
Unless specifically stated or quoted separately, support plans do not include:
Hardware parts
Physical repairs
Advanced data recovery
Full system rebuilds
On-site call-outs
Support for multiple devices
Business network support
Server support
Website, hosting or development work
Training sessions beyond normal troubleshooting
Support for pirated, illegal or unsupported software
10. Response times
Response times depend on the plan purchased, technician availability and support demand at the time.
Any response targets are targets, not guaranteed service-level agreements, unless a separate written agreement is in place.
11. Customer responsibilities
The customer must:
Provide accurate contact and device information
Ensure the device has internet access for remote support where possible
Allow reasonable access for remote troubleshooting
Keep backups of important data
Follow reasonable technician instructions
Use licensed and legal software
12. Data and privacy
PC Warehouse will take reasonable care when assisting with support requests. However, customers remain responsible for backing up important data.
Technicians may view system information during remote support. PC Warehouse will not intentionally access private files unless required for the support request and authorised by the customer.
13. Fair use
All plans are subject to our Fair Use Policy. PC Warehouse may limit, upgrade, pause or cancel a plan if usage is excessive, abusive, outside the plan scope or commercially unreasonable.
14. Abuse and unacceptable behaviour
PC Warehouse reserves the right to refuse, suspend or cancel support where a customer is abusive, threatening, dishonest, repeatedly unreasonable or using the service outside its intended purpose.
15. Changes to plans
PC Warehouse may update plan features, pricing, exclusions or terms from time to time. Existing customers will be notified of major changes where reasonably possible.
16. Limitation of liability
PC Warehouse will take reasonable care when providing support, but cannot guarantee that every issue can be resolved remotely. PC Warehouse is not liable for loss of data, loss of income, software failure, hardware failure or third-party service issues unless caused directly by proven negligence.
17. Contact
For support plan queries, cancellations or billing assistance, contact PC Warehouse through the details listed on our website.
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