Bloomwood Solutions – Terms & Conditions – Supply of Services & Goods

Updated: 9 November 2025

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.

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

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

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

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

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

(j) “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.

(k) “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).

*(l) “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

1.1 On-demand services

3.1 Your remote service obligations

3.2 Limitations of remote support

3.3 Deposit for remote services

4. Repairs and goods

5. Payment

5.1 Fees and payment terms

5.2 Payment for Service Packs

5.3 Outstanding balances

5.4 Surcharges

6. Data backup and privacy

7. Warranties and liability

7.1 Australian Consumer Law

##*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_

• Onsite support is billed in_*30-minute increments**; and

• Remote support is billed in15-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. For example, if circumstances (such as public-health restrictions) require remote support, we may elect to provide remote services even where you originally requested onsite services.

###*1.2 Service Packs_

(a) In addition to on-demand services, you may purchase_Bloomwood Solutions Service Packs_ (for example, the_Explorer*, Adventure_, or_Progress pack). Each Service Pack provides a pre-paid allocation of hours that may be used for onsite or remote support at discounted rates.

(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, but we will make every effort to accommodate your preferred booking times.

(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) The Service Pack discount applies only to the hours included within that pack. Once all included hours are used, normal hourly rates apply to any additional time unless you purchase another pack.

(h) 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 located outside this radius, we will offer remote support instead.

(b) You are responsible for ensuring that a person aged 18 years or older is present at the premises during the provision of 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

(b) We may from time to time designate days on which we do not provide services (for example, Christmas Day and New Year’s Day), in which case we will notify you via our website or at the time of booking.

###*1.5 Cancellation*

(a) If you cancel or reschedule an onsite or remote service 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. This credit may be used against a future service booked within one year.

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

(d) Cancellation of a Service Pack purchase after payment will only be accepted where no hours have been used. In such cases, a**10 % administrative fee_* may apply. Once any portion of a Service Pack has been used, no refund is available.

##*2. On-site services*

###*2.1 Your obligations*

You must:

(a) ensure a safe working environment and access to the areas of your premises required to provide the services;

(b) provide our technicians with access to your computer, printer, router, equipment and any installation media and product keys needed for software installation;

(d) back up all data, software and media stored on your computer or other devices before we commence services;

(e) comply with all policies and procedures we advise from time to time; and

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

###*2.2 Same-day service*

We do not charge a surcharge for same-day service requests. However, appointments are subject to technician availability and may be scheduled at any time during business hours.

##*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;

(b) be at least 18 years of age and located in Australia at the time of your call; and

###*3.2 Limitations of remote support*

Some issues cannot be resolved by remote support (for example, where there is no internet connectivity or where hardware replacement is required). 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 will take a_deposit of AU $40_ at the time of booking. This deposit will be applied as a credit towards the total fee for that remote service. The balance of the remote service fee (calculated at the hourly rate set out in clause 1.1(b)) is payable upon completion of the service (see section 5.1 for payment terms).

Where you hold a Service Pack, this deposit will be deducted from your Service Pack hours rather than charged separately.

##*4. Repairs and goods*

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

(b) Repair of your goods may result in loss of user-generated data. You are responsible for backing up your data, and we are not liable for any loss or corruption.

##*5. Payment*

###*5.1 Fees and payment terms*

(a) All rates are inclusive of GST.

(b) Payment for onsite or remote services is due immediately on completion. For goods, payment is due at purchase.

• Bank transfer (PayID ABN 40264085778);

• Credit card; or

• Cash.

(d) You authorise us to debit your nominated payment method for all fees when due.

(e) A tax invoice showing GST inclusive pricing will be provided for all services.

###*5.2 Payment for Service Packs*

(a) Service Packs must be paid for in full at the time of purchase.

(b) Payment confirms activation of the Service Pack and commencement of its 12-month validity period.

(d) Once a Service Pack is active, it is non-transferable and non-refundable except as required by the Australian Consumer Law.

(e) We will issue a tax invoice at purchase showing the included hours, pack name, GST component, and expiry date.

###*5.3 Outstanding balances*

(a) Any additional time beyond your available Service Pack balance will be invoiced at the current on-demand rate and is payable within 7 days.

(b) Failure to pay an invoice by its due date may result in suspension of services until payment is received.

(c) We reserve the right to charge interest on overdue accounts at the rate prescribed by the Queensland Civil and Administrative Tribunal for small business claims.

###*5.4 Surcharges*

There are no additional surcharges for weekend, public holiday or same-day services. Our hourly rates are all-inclusive.

##*6. Data back-up and privacy*

(a) You acknowledge that you are solely responsible for ensuring that your data is backed up before we access your systems. To the extent permitted by law, we will not be responsible for any data loss or corruption.

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

##*7. Warranties and liability*

###*7.1 Australian Consumer Law*

Our goods and services come with guarantees that cannot be excluded under the Australian Consumer Law (ACL). For major failures with a service, you are entitled to cancel your service contract and receive a refund for unused hours or compensation for reduced value. For major failures with goods, you are entitled to a replacement or refund and compensation for any other reasonably foreseeable loss or damage.

###*7.2 Limitations*

(a) To the extent permitted by law (including the ACL), our liability to you (whether in contract, negligence or otherwise) is limited to:

• for goods – replacement, supply of equivalent goods, refund, or payment of replacement cost; or

• for services – supplying the services again or payment of the cost of having the services supplied again.

(b) We are not liable for:

• interruption of business;

• loss of revenue, profit or reputation;

• delays or service disruptions (other than our same-day guarantee);

• loss or corruption of data, software or media;

• viruses or system failures

•_incidental or unavoidable impacts associated with attending your premises, including vehicle-related condensation, dust, mud, tyre marks or similar minor, non-negligent environmental effects;*****

• any cosmetic, environmental, or incidental outcome that does not arise from our negligence; or

• events beyond our reasonable control.

(c) Where you have purchased a Service Pack, our liability under that pack is limited to the total amount paid for the unused balance of hours at the time the claim arises.

(d) We are not liable for any loss caused by your own acts or omissions (for example, failure to follow our advice or reasonable directions).

##*8. Termination_

Either party may terminate this Agreement immediately by written notice if the other party breaches a term which cannot be remedied or fails to remedy a breach within 10 days of notice. We may suspend services at any time due to your breach (including non-payment) or to prevent damage or misuse of our services.

##*9. Changes to Terms*

We may change these terms from time to time by updating them on our website. For on-demand customers, changes take effect immediately after posting and apply to new bookings. If we change fees or services in a way detrimental to you, we will notify you before your next booking and you may cancel without penalty.

##_*10. Force Majeure**