Terms & Conditions – Supply of Services & Goods

0. Introduction

Definition of terms

The terms below apply to our supply of services and goods to you (Agreement). All references to:

(a) “You” or “your” means the individual or business customer requesting the services and/or goods from us;

(b) “We”, “us”, “our”, or “Bloomwood Solutions” means THE TRUSTEE FOR STEVEN P BLOOM TRUST trading as Bloomwood Solutions (ABN 40 264 085 778), including our employees, contractors, and authorised representatives.

(c) “services” means the services we provide to you as described on our website and in these terms, including onsite technical support, remote technical support and flat‑pack assembly;

(d) “goods” means any products or other goods (including software) supplied by us to you; and

(e) “website” means bloomwood.com.au/solutions.

(f) “Booking” means any confirmed appointment or request for services made through our website, by phone, or by other approved means.

(g) “Business hours” means the hours specified in clause 1.4(a) (Australian Eastern Standard Time).

(h) “Onsite support” means troubleshooting and technical assistance provided at your premises.

(i) “Remote support” means troubleshooting and technical assistance provided over the internet or telephone.

(j) “Service area” means the geographical area within an 80 km radius of Cairns, Queensland, Australia.

(k) “Service Pack” means a pre-paid bundle of hours for onsite and/or remote support purchased in advance at a discounted rate, such as the Explorer, Adventure, Hero, or Legend pack, subject to the inclusions, rates, and expiry periods published on our website at the time of purchase.

(l) “Pack hours” means the total number of service hours included in a Service Pack, recorded and deducted in the increments specified in clause 1.2(b).

(m) “Expiry date” means the date 12 months from the purchase of a Service Pack, after which any unused Pack hours will automatically expire and be forfeited.

1. Purchasing services from us

You may purchase services from us on the following basis:

1.1 On-demand services

(a) On-demand services include three types of support:

• Onsite support – troubleshooting and technical assistance provided at your premises.
• Remote support – troubleshooting and technical assistance provided over the internet or telephone.
• Flat-pack assembly – assembly of furniture or equipment packaged for self-assembly.

(b) We will perform the services and supply the goods specified in your booking at the rates set out on our website and in your booking confirmation. Our current rates (all amounts include GST) are:

• Onsite support – AU$120 per hour
• Remote support – AU$80 per hour
• Flat-pack assembly – AU$40 per hour

(c) A one-hour minimum charge applies to all services. After the first hour:

• Onsite support is billed in 30-minute increments; and
• Remote support is billed in 15-minute increments.

(d) Most issues can be solved in the first hour. If we expect that more time will be required, we will let you know within the first 30 minutes and provide options before proceeding.

(e) For onsite services, we guarantee that we will either resolve your problem or not charge you for the onsite service.

(f) Our on-demand services are available either onsite or remotely at our discretion.

1.2 Service Packs

(a) In addition to on-demand services, you may purchase Bloomwood Solutions Service Packs.

(b) The inclusions, pricing, and validity periods for each Service Pack are detailed on our website.

• Onsite time is deducted in 30-minute increments (minimum one hour per visit).
• Remote time is deducted in 15-minute increments (minimum 15 minutes per session).

(c) Service Pack hours are valid for 12 months from the date of purchase. Any unused hours after this period will expire and are non-refundable.

(d) Service Pack hours may not be exchanged for cash, transferred to another person, or used for goods or services not listed as part of Bloomwood Solutions’ standard offerings.

(e) Purchasing a Service Pack does not guarantee priority scheduling.

(f) Where a Service Pack balance is insufficient to complete a task, additional time will be charged at the applicable on-demand rate or you may purchase another pack.

(g) Service Packs cannot be combined with other offers or promotional discounts.

1.3 Service area

(a) We provide onsite services within an 80 km radius of Cairns. If you are outside this radius, we will offer remote support instead.

(b) You are responsible for ensuring a person aged 18 years or older is present during onsite services.

1.4 Business hours

(a) Our business hours (Australian Eastern Standard Time) are:

• Monday to Friday: 9:00 am – 8:30 pm
• Saturday and Sunday: 9:00 am – 5:00 pm

1.5 Cancellation

(a) If you cancel or reschedule with less than 24 hours’ notice, we may charge a cancellation fee of AU$60.

(b) If we charge a cancellation fee, we will apply a credit equal to that fee to your account.

(c) We will not charge a cancellation fee if you cancel more than 24 hours before the appointment or if cancellation is required due to circumstances beyond your reasonable control.

(d) Cancellation of a Service Pack purchase after payment will only be accepted where no hours have been used.

2. On-site services

2.1 Your obligations

You must:

(a) ensure a safe working environment and access required to provide the services;

(b) provide access to your equipment and any installation media and product keys needed;

(c) ensure electrical power and internet access are available (where applicable);

(d) back up all data before we commence services; and

(e) ensure that you do not cause harm or injury to our technicians.

2.2 Same-day service

We do not charge a surcharge for same-day service requests. Appointments are subject to availability.

3. Remote services

3.1 Your remote service obligations

Where we provide remote services, you must:

(a) back up all data before calling us for assistance; and

(b) have legitimate copies of all software, installation media and product keys ready.

3.2 Limitations of remote support

Some issues cannot be resolved by remote support. In those cases, we may recommend onsite support or refer you to an authorised service provider.

3.3 Deposit for remote services

To secure your remote service booking, we may take a deposit at the time of booking.

4. Repairs and goods

(a) Goods presented for repair may be replaced by refurbished goods of the same type.

(b) Repair may result in loss of user-generated data. You are responsible for backups.

5. Payment

All rates are inclusive of GST. Payment for services is due immediately on completion.

6. Data back-up and privacy

You acknowledge you are solely responsible for ensuring your data is backed up before we access your systems.

We handle personal information in accordance with our Privacy Policy, which forms part of these terms.

7. Warranties and liability

Our goods and services come with guarantees that cannot be excluded under the Australian Consumer Law.

8. Termination

Either party may terminate this Agreement in circumstances described in the full terms.

9. Changes to Terms

We may change these terms from time to time by updating them on our website.

10. Force Majeure

We will not be liable for failure to perform obligations caused by external events beyond our reasonable control.