Terms & Conditions

This document sets out the terms on which Fettled Ltd ("Fettled", "we", "us", "our") provides home technology setup and support services to you ("you", "your"). By booking a visit with us, you agree to be bound by these Terms and Conditions.

1.Definitions

"Visit" means a single home visit made by us to provide Services at your premises.

"Services" means the technology setup and support services requested by you and provided by us during a Visit, as described on our website.

"Fees" means the fixed price for the Services as set out on our website or otherwise agreed with you in writing before the Visit.

"Working Day" means any day other than a Saturday, Sunday, or a New Zealand public holiday.

2.Bookings and visits

2.1 You can request a Visit through our website booking form. We will confirm your booking, including the agreed date and approximate time window, within one Working Day.

2.2 If you need to reschedule or cancel a confirmed Visit, please let us know at least 24 hours beforehand. A cancellation fee of $100 may apply if less notice is given, to cover the technician's reserved time.

2.3 If nobody is home or reasonably available to grant access at the agreed time and we're unable to complete the Visit as a result, a no-show fee of $100 may apply.

2.4 A person aged 18 or over must be present at the property for the duration of the Visit.

3.Services

3.1 We will perform the Services with reasonable skill and care, in accordance with these Terms.

3.2 Before starting work, we'll confirm with you what's included in the quoted price. If, once we're on site, the job turns out to need more work than expected (for example, faulty existing wiring or hardware issues unrelated to the original request), we'll let you know and agree a price for any extra work before proceeding — we won't charge for anything you haven't agreed to.

3.3 To help us complete the Services, you agree to provide reasonable access to the relevant devices, network details (such as Wi-Fi passwords), and any account logins needed to complete the job (for example, streaming service credentials).

3.4 We do not provide services involving in-wall or in-ceiling cabling, or any work that requires a registered electrician — where this is needed, we'll let you know so you can arrange it separately.

4.Pricing and payment

4.1 Our standard Services are offered at the fixed prices shown on our website. Where a job doesn't fit our standard pricing, we'll agree a fixed quote with you before booking.

4.2 Payment is due on completion of the Visit, by bank transfer or EFTPOS.

4.3 If payment isn't made on the agreed date, we may charge interest on the overdue amount and recover any reasonable costs of collecting late payment.

5.Workmanship guarantee

5.1 We guarantee our workmanship for 90 days from the date of the Visit. If something we installed or configured stops working correctly because of how we did the job, let us know and we'll come back and put it right at no extra charge.

5.2 This guarantee doesn't cover faults caused by your own equipment failing, third-party software or service changes (for example, a streaming app changing its login process), misuse, or changes made by someone else after our Visit.

5.3 Nothing in this guarantee limits your rights under the Consumer Guarantees Act 1993 or the Fair Trading Act 1986.

6.Confidentiality and privacy

6.1 Any account passwords, network details, or personal information you share with us to complete the Services will be used only for that purpose and kept confidential.

6.2 Information you provide through our booking form (name, contact details, address) is used to arrange and deliver your Visit, and, if you agree, to contact you about future services. See our Privacy Policy for full details of how we handle personal information under the Privacy Act 2020.

7.Liability

7.1 Except as set out in the Consumer Guarantees Act 1993 or the Fair Trading Act 1986, we are not liable for any indirect or consequential loss, including loss of data, arising from our Services.

7.2 We recommend backing up any important data on your devices before a Visit. To the extent permitted by law, our total liability for any claim relating to a Visit is limited to the Fees paid for that Visit.

7.3 If you're acquiring our Services for business purposes, the guarantees under the Consumer Guarantees Act 1993 do not apply, to the extent permitted by law.

8.Cancelling this agreement

8.1 We may decline or end a Visit if we reasonably believe there's a risk to our technician's safety, or if we're asked to work with illegal or unlicensed material.

8.2 If we end a Visit for these reasons, you'll still need to pay for any Services already completed.

9.General

9.1 These Terms are governed by New Zealand law.

9.2 If any part of these Terms is found to be invalid or unenforceable, the rest will continue to apply.

9.3 We may update these Terms from time to time. The current version will always be available on our website.

Questions about these Terms? Get in touch at kiaora@fettled.co.nz.