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Terms of Service
These terms of service explain how Geek Guru 2u (“we”, “us”, “our”) provides on-site IT support, help by phone or online, and computer repairs to homes and businesses in North Brisbane, Queensland. They also explain what we each agree to when you book a job with us. If anything isn’t clear, call us on 1300 160 220 before you book.
Last updated: 11 November 2026
1. About these terms of service
By booking a visit or an online session, asking us to start work, or using our services, you agree to these terms. These terms of service apply to every job unless we agree something different with you in writing, for example in a written quote or by email. These terms replace any earlier terms published on this page.2. Our services and service area
- We provide mobile IT support for homes and businesses. This includes computer and laptop repairs (Windows and Apple), virus and malware removal, Wi-Fi, NBN and network troubleshooting, printer set-up and repairs, email and software help, data transfers and backups, and small business IT support.
- Most work is done on site at your home or business. Some work can be done by phone or online (see section 7), and occasionally a device may need to come back with us to be fixed (see section 9).
- We service North Brisbane and nearby suburbs. Our areas we service page lists the suburbs we cover. Visits outside that area are by agreement.
3. Bookings, quotes and call-outs under these terms of service
- You can book through our online booking page, by calling 1300 160 220, or by sending us a message through our contact page.
- For a quote, call us on 1300 160 220. Quotes are based on the information you give us. If the job turns out to be different once we’ve looked at it, we’ll explain why and get your OK before doing extra work.
- Any call-out or minimum charge that applies to your job will be explained in your quote, or shown on the booking page before you confirm a booking.
- Please describe the problem accurately and give us the correct address, so we can send the right help and allow enough time.
- Someone aged 18 or over who is authorised to approve the work needs to be present for on-site visits, unless we’ve agreed otherwise.
- We’ll try to arrive on time. If we’re running late, we’ll let you know.
4. Payment
- We’ll tell you when payment is due and which payment methods we accept when you book or when we quote. You’ll get an invoice or receipt for the work.
- All amounts are in Australian dollars.
- If you approve parts or software and we buy them for you, you’ll need to pay for them even if you later decide not to go ahead, unless the law says otherwise.
5. Cancelling or changing a booking
- If you need to cancel or reschedule, please let us know as early as you can, and ideally at least 24 hours before the appointment, by calling 1300 160 220 or emailing [email protected].
- If we arrive and can’t get access, or nobody authorised is there to approve the work, we may need to reschedule. We’ll tell you before you book again if any charge applies for the missed visit.
- If we need to change or cancel an appointment, we’ll contact you as soon as possible to arrange another time, at no cost to you.
6. Your data: backups and data loss
- Please back up your data before any visit or online session. Computer faults, failing hardware, virus removal and repairs can all put files at risk. If you don’t have a backup, ask us and we can help you set one up before we start.
- We take reasonable care with your devices and data. Data recovery is not always possible, and we can’t promise to recover data from a device that is damaged or failing. We’ll tell you honestly what we can and can’t get back.
- We only access the files and accounts we need to do the job. We don’t copy or keep your files unless you ask us to, for example during a data transfer or backup.
- Your rights under the Australian Consumer Law still apply (see section 10).
7. Help by phone or online
- We will only connect to your device over the internet with your clear consent, and only for the job you’ve asked us to do.
- You start or approve each online session, and you can watch what we do and end the session at any time.
- When the session ends, the connection is closed. We won’t keep ongoing access to your device unless you’ve agreed to that in writing, and you can withdraw that agreement at any time.
- If you’ve shared passwords with us, we recommend you change them once the work is finished.
8. Parts, software and warranty
- We’ll get your approval before buying or fitting parts. Parts and products come with the manufacturer’s warranty. We’ll help you make a claim where we reasonably can.
- If a part we supplied or our work turns out to be faulty, tell us as soon as possible so we can look at it and put it right.
- Other companies make many of the apps, online services and routers we set up, and their own terms and licences cover them. We’re not responsible for how those products perform, change or are discontinued.
- The Australian Consumer Law gives you guarantees on our goods and services that we cannot exclude. For a major failure with a product, you’re entitled to a replacement or refund, and to compensation for any other reasonably foreseeable loss or damage. You’re also entitled to have products repaired or replaced if they fail to be of acceptable quality and the failure doesn’t amount to a major failure.
9. Devices left with us
- If a device needs to come back with us, we’ll give you a record of what we’ve taken and let you know when it’s ready to collect or return.
- If a device isn’t collected and we can’t arrange its return after we’ve made reasonable attempts to contact you, we may deal with it in line with Queensland law on uncollected goods. We’ll always give you written notice first.
10. Your consumer rights, our liability and these terms of service
Our services come with guarantees that cannot be excluded under the Australian Consumer Law. This includes that services will be provided with due care and skill, will be fit for any purpose you’ve made known to us, and will be supplied within a reasonable time. Nothing in these terms of service excludes, restricts or changes those rights. You can read more about consumer guarantees on the ACCC website. To the extent the law allows:- where our liability for failing to meet a guarantee can be limited, it is limited to supplying the services again or paying the cost of having them supplied again;
- we’re not liable for loss that we didn’t cause, including loss caused by existing faults, third-party products or services, or data that wasn’t backed up; and
- we’re not liable for indirect or consequential loss, such as lost profits or business interruption.