Last updated: December 2025
These Terms & Conditions apply to all services provided by ProSolv IT ("we", "us", "our") to the customer ("you", "the client"). By engaging our services, you agree to the terms below.
ProSolv IT provides general IT support services, which may include computer repairs, troubleshooting, software setup, basic security support, and related advisory services.
Services are limited to what is agreed with the client. Any work outside the agreed scope may require additional approval and charges.
Some IT issues may be complex or outside our expertise. We reserve the right to decline or stop work if a task is beyond our knowledge, experience, or practical capability.
Where possible, we may recommend a specialist or alternative provider.
While we take reasonable care and use best efforts, we do not guarantee that all issues can be resolved, particularly where problems are caused by hardware failure, third-party software, malware, or existing system faults.
The client is responsible for ensuring important data is backed up before work begins.
ProSolv IT is not responsible for data loss resulting from pre-existing issues, hardware failure, malware, or actions taken at the client's request.
Invoices are due within 14 days of the invoice date, unless otherwise agreed in writing.
Late payment (over 14 days overdue) may result in:
Payment is accepted by:
Payment is due upon completion of service unless otherwise agreed in writing.
Current rates are available on our website at prosolvit.co.nz/pricing or by request.
All fees will be discussed or estimated before work begins where possible. Estimates are provided in good faith but may change if additional issues are discovered.
Additional work requested beyond the original scope may incur extra charges. The client will be notified before additional charges are incurred where practical.
If we need to return to address the same issue within 7 days of the original service, no additional callout fee will be charged. Hourly rates will apply for time spent on-site.
This applies to:
This does NOT apply to:
The client agrees to:
Cancellations with less than 24 hours notice may incur a cancellation fee of up to $60.
No-shows (client not present at scheduled time) may incur the full callout charge.
We will make reasonable efforts to contact you before charging for a no-show.
Work completed is warranted for 30 days from the date of service.
The warranty covers the specific work performed, not pre-existing or new issues.
The warranty is void if the client or third parties modify systems after our service.
Parts may carry separate manufacturer warranty.
To the maximum extent permitted under New Zealand law, ProSolv IT's liability is limited to the cost of the service provided.
We are not liable for indirect or consequential loss, including loss of business, profit, or data.
Nothing in these terms limits rights under the Consumer Guarantees Act 1993 where it applies.
We are not responsible for faults, outages, or issues caused by third-party software, hardware manufacturers, internet providers, or cloud services.
Emergency callouts are subject to availability and charged at premium rates as outlined in our pricing schedule.
After-hours service (evenings and weekends) is by arrangement only and charged at premium rates.
We do not guarantee availability for emergency after-hours requests.
Remote support may be provided via secure remote access tools (e.g., TeamViewer, AnyDesk).
The client must provide permission before remote access begins.
Remote sessions may be logged for quality and security purposes.
The client is responsible for maintaining internet connectivity during remote sessions.
Either party may terminate services at any time. The client remains responsible for payment of work already completed.
We handle client information in accordance with the Privacy Act 2020.
We will maintain confidentiality of client data and business information encountered during service.
Client information will not be shared with third parties except where required by law or with explicit consent.
These Terms & Conditions are governed by the laws of New Zealand.
Any disputes will be subject to the jurisdiction of New Zealand courts.