Terms Of Service

Terms of Service

Terms of Service

These Terms apply when you book or use our technology coaching, home IT safety and accessibility review, remote support, or general IT support services.

By booking a service, you agree to these Terms.

1. About us

Glen Jones (www.glenjones.com.au) is operated by Cubitech Consulting Solutions PTY LTD (ACN 146 661 467) ATF G Jones Family Trust (ABN 65 932 216 152) provides technology coaching and IT support services for older people, families, carers, and aged care-related settings.

2. Our services

We may provide:

  • technology coaching for phones, tablets, computers, smart TVs, printers, apps, email, video calls, photos, cloud storage, and online services
  • general IT support, troubleshooting, setup, updates, Wi-Fi help, backups, security settings, and device advice
  • remote support where appropriate
  • home technology safety and accessibility observations
  • written recommendations about technology, digital access, usability, and practical improvements
  • assistance communicating with third-party providers such as telcos, internet providers, software companies, device manufacturers, or aged care facilities

3. What we do not provide

Unless we expressly agree otherwise in writing, we do not provide:

  • medical, clinical, nursing, psychological, or allied health advice
  • occupational therapy assessments
  • building inspections
  • electrical work
  • legal, financial, tax, insurance, or Centrelink advice
  • formal aged care assessments
  • emergency response services
  • guarantees that a home, device, network, account, or online service is fully safe, secure, accessible, or compliant

If a matter requires a licensed or qualified professional, we may recommend that you contact one.

4. Bookings

Bookings may be made by phone, email, website form, or another agreed method.

When booking, you must provide accurate information about:

  • the service needed
  • the address or location
  • any access requirements
  • whether another person will be present
  • whether the service is in a private home, retirement village, aged care facility, or other setting
  • any known safety risks at the premises

We may refuse or reschedule a booking if we believe the work cannot be carried out safely, lawfully, or appropriately.

5. Fees and payment

Our fees are listed on our website or provided before the booking.

Fees may include:

  • hourly service fees
  • minimum call-out fees
  • travel fees
  • after-hours fees
  • remote support fees
  • report preparation fees
  • equipment or software costs, if agreed
  • third-party subscription or provider charges

Payment is due on completion, unless otherwise agreed.

We will tell you before purchasing any paid product, subscription, device, part, software, or service on your behalf.

6. Cancellations and missed appointments

You may cancel or reschedule by contacting us as early as possible.

If you cancel with less than [X hours] notice, or if we attend and cannot access the premises or complete the work for reasons outside our control, we may charge a reasonable cancellation or attendance fee.

Any cancellation fee will be a genuine estimate of our time, travel, and lost booking opportunity.

7. Australian Consumer Law

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, be fit for any purpose made known to us, and be supplied within a reasonable time where no time is agreed.

Nothing in these Terms limits rights you have under the Australian Consumer Law.

ACCC reference: https://www.accc.gov.au/consumers/buying-products-and-services/consumer-rights-and-guarantees

8. Client responsibilities

You are responsible for:

  • ensuring we have safe access to the premises
  • ensuring you have authority to request the work
  • backing up important data before support work begins, unless we have agreed to provide backup services
  • providing passwords, devices, chargers, account access, and information needed for the work
  • making your own decisions about purchases, repairs, subscriptions, and recommendations
  • checking that any advice suits your circumstances before acting on it

We may pause or stop work if consent, authority, safety, or access is unclear.

9. Consent and authority

We will only access a device, account, document, app, email, photo, online service, or personal information with consent.

If a booking is made by a family member, carer, guardian, attorney, aged care provider, or other representative, that person must have authority to arrange the service.

Where the client is present, we will seek the client’s consent wherever practical.

If we are concerned that a client does not understand or agree to the service, we may stop work until appropriate support, authority, or clarification is provided.

10. Passwords and account access

We prefer clients to enter passwords themselves.

If you choose to share passwords or login details with us, you do so for the purpose of providing the agreed service.

We do not recommend sending passwords by email, SMS, or messaging apps.

We do not store passwords unless absolutely necessary and expressly agreed. If ongoing password storage is required, we recommend use of a reputable password manager.

11. Data, backups, and data loss

We take reasonable care when working with devices, accounts, files, and systems.

However, IT support can involve risk, including data loss, failed updates, hardware failure, software errors, account lockouts, or third-party service issues.

You are responsible for maintaining backups of important information unless backup services are specifically included in the agreed work.

We are not responsible for pre-existing faults, unsupported systems, failing hardware, corrupted files, third-party outages, forgotten passwords, or loss caused by incomplete or unavailable backups.

12. Cybersecurity

We may assist with practical security improvements such as updates, multi-factor authentication, password hygiene, scam awareness, backups, antivirus, device settings, and account recovery.

Cybersecurity risks cannot be eliminated. We do not guarantee that any device, account, network, or system will be immune from scams, fraud, hacking, malware, data loss, or unauthorised access.

Australian Cyber Security Centre small business guidance: https://www.cyber.gov.au/resources-business-and-government/essential-cyber-security/small-business-cyber-security

13. Third-party products and services

Many technology services rely on third parties, including internet providers, telcos, Apple, Google, Microsoft, Meta, banks, government services, software providers, device manufacturers, and cloud services.

We are not responsible for third-party outages, charges, policies, account decisions, product defects, service changes, or support delays.

Any third-party product or subscription is subject to that provider’s own terms.

14. Product recommendations and commissions

We may recommend devices, software, accessories, or services that we believe may suit your needs.

We will disclose if we receive a referral fee, commission, rebate, or other benefit from a recommendation.

You are free to buy from another supplier.

15. Remote support

Remote support requires your consent and may involve screen sharing or remote control of your device.

You must remain available during remote support unless otherwise agreed.

We may end a remote support session if we believe it is unsafe, inappropriate, technically unreliable, or no longer authorised.

16. Home visits and safety

For home visits, we require a safe working environment.

We may refuse, pause, or end a visit if there is:

  • unsafe access
  • aggressive or threatening behaviour
  • suspected abuse, coercion, or exploitation
  • unsafe electrical equipment
  • environmental hazards
  • infection risk
  • lack of consent or authority
  • facility restrictions preventing the work

17. Aged care facilities and retirement communities

Where services are provided inside an aged care facility, retirement village, supported living setting, or similar location, our work is subject to the rules of that location.

This may include sign-in, identification, visitor rules, infection control, staff directions, privacy requirements, police check requirements, insurance requirements, and limits on what work may be performed.

We may need consent from the resident and/or authorisation from the facility or legal representative before starting work.

18. Reports and recommendations

Any written report we provide is based on information available at the time, what we could reasonably observe, and the scope of the service requested.

A report is not a guarantee that every issue has been identified.

Recommendations are general and practical. You should seek specialist advice where required.

19. Photos and records

We will not photograph people, private rooms, personal documents, screens, passwords, financial information, medical information, or personal belongings unless reasonably required for the service and consent has been given.

Photos or notes may be used to prepare a report, record device setup, or document recommendations.

20. Complaints

If you are unhappy with our service, please contact us first so we can try to resolve the issue.

Email: justask@glenjones.com.au

We will respond within 5 business days.

21. Liability

To the extent permitted by law, we are not liable for indirect loss, loss of profit, loss of opportunity, loss of data where no backup was available, third-party service failure, or issues caused by pre-existing faults or client instructions.

Nothing in these Terms excludes, restricts, or modifies any consumer guarantee, right, or remedy that cannot be excluded under Australian law.

22. Changes to these Terms

We may update these Terms from time to time.

The version published on our website at the time of booking will apply unless otherwise agreed.

23. Governing law

These Terms are governed by the laws of Victoria, Australia.