Terms of Service

These Terms of Service apply to goods and services supplied by Essential Computers, the trading name of BITS NZ Ltd.

By accepting a quotation, booking a service or authorising work to proceed, you agree to these Terms of Service where they have been provided or made available to you before the agreement is formed.

1. Services
Essential Computers provides IT support, repair, installation and technology services for residential, rural and business customers, including but not limited to:

  • Computer and laptop repairs, diagnostics, servicing and upgrades.

  • Hardware and software supply, installation and configuration.

  • Wi-Fi, networking, routers, switches and wireless point-to-point connections.

  • Starlink and other internet connectivity solutions.

  • Microsoft 365, email, cloud services and data migration.

  • Cybersecurity, antivirus, remote monitoring and managed IT services.

  • Data backup, recovery and storage solutions.

  • Printer, mobile device and general technology support.

  • Remote, on-site and workshop-based technical support.

Some services may require equipment to be taken to our workshop or assistance from third-party providers.

All work is subject to availability, technical feasibility and any agreed quotation or service arrangement.

2. Bookings and appointments

  • Booking requests can be made by phone, email, or the website form.

  • All bookings are subject to confirmation.

  • Appointment times may change due to travel time, job complexity, or unforeseen delays — we’ll communicate with you if this happens.


3. Pricing and payment

  • Labour rates, call-out fees and any applicable travel charges will be advised before work begins or as part of a quotation.

  • Work will be undertaken with the customer's approval. Additional work or costs outside the agreed scope will be discussed where reasonably practicable before proceeding.

  • Additional charges may apply for equipment, replacement parts, software licences, subscriptions, specialist services and travel outside the Ashburton town boundary.

  • Payment is due in accordance with the terms specified on the quotation or invoice. Where no payment terms are specified, payment is due upon completion of the service.

  • We may require a deposit or payment in advance for hardware, special orders or larger installations.

  • Overdue accounts may result in additional services being deferred or suspended, where permitted by the agreement and applicable law.

  • Reasonable debt recovery costs may be charged where permitted by law and the applicable agreement.

  • Payment can be made by bank transfer or EFTPOS via Stripe App, where available.

Late Payments

Invoices not paid by the due date may incur simple interest at 18% per annum, calculated daily on the outstanding balance from the day following the payment due date until payment is received in full.

Essential Computers reserves the right to recover reasonable costs incurred in collecting overdue amounts, including debt collection and legal expenses, where permitted by law.

Any applicable interest or recovery charges will be subject to the agreed terms and relevant New Zealand legislation.

Gold Card / Grey Power Labour Rate

  • Discounted residential labour rates are available to customers holding a valid SuperGold Card or Grey Power membership.

  • A valid SuperGold Card or Grey Power membership card must be presented before work begins to receive the discounted rate.

  • If proof of eligibility is not provided, standard residential labour rates will apply.

  • The discount applies to eligible residential labour charges only and excludes equipment, software, subscriptions and other third-party costs.


4. Customer responsibilities
You agree to:

  • Provide accurate contact and address details

  • Make the device available at the agreed time

  • Ensure you have permission to request work on the device (if it isn’t yours)

  • Back up important data where possible


5. Data and backups
While we take care during repairs, data loss is always a risk during troubleshooting or repair work.
You are responsible for ensuring important files are backed up. We can assist with backups where required, but this may involve additional time/cost.

6. Warranty and limitations
Essential Computers aims to provide reliable, professional IT services and will take reasonable care when handling, repairing, installing or configuring equipment.

  • New hardware and equipment are covered by applicable manufacturer warranties and any statutory guarantees.

  • Repair outcomes may be limited by pre-existing faults, physical or liquid damage, equipment age, software compatibility or unavailable replacement parts.

  • We cannot guarantee that all faults can be repaired or that data can always be recovered.

  • Customers are responsible for maintaining appropriate backups of important data unless a separate backup service has been agreed.

  • Internet connectivity, cloud services, software and third-party platforms may be affected by outages, service changes or circumstances beyond our reasonable control.

  • Essential Computers is not responsible for faults or disruptions caused by unauthorised modifications, misuse or subsequent work undertaken by third parties, except where required by law.

  • To the extent permitted by law, Essential Computers excludes liability for indirect or consequential losses, including lost profits or business interruption.

  • Nothing in these terms excludes, restricts or modifies rights or remedies under the Consumer Guarantees Act 1993, Fair Trading Act 1986 or other applicable New Zealand law where those rights cannot lawfully be excluded, restricted or modified.


7. Cancellations
If you need to cancel or reschedule, please contact us as soon as possible.
We may charge a fee for late cancellations or missed appointments, especially where travel has already occurred.

8. Privacy
Your personal information is handled according to our Privacy Policy.

9. Equipment Ownership

  • All equipment, hardware and associated goods supplied by Essential Computers / BITS NZ Ltd remain our property until payment has been received in full, subject to applicable law.

  • Ownership of supplied equipment does not transfer solely because the equipment has been installed or delivered.

  • We may require deposits or advance payment for equipment, special orders or larger installations, as agreed before supply.

10. Network and Cloud Management

  • Network equipment, including routers, switches, wireless access points and point-to-point links, may be configured and managed through cloud-based or remote management platforms.

  • Essential Computers may retain administrative access to equipment under an agreed ongoing management or support arrangement.

  • Access to remote management platforms and associated accounts does not automatically transfer to the client or another service provider. Where a transfer is requested, we will arrange an appropriate handover of the client's equipment and necessary management information.

  • Once management has been transferred to another provider, Essential Computers will no longer be responsible for ongoing monitoring, configuration, maintenance or remote support unless separately agreed.

11. Third-Party IT Providers and Handover

  • Clients may request that their equipment or services be transferred to another IT provider.

  • We request at least five (5) business days' notice for planned handovers wherever reasonably practicable.

  • Handovers will be scheduled during normal business hours, subject to existing bookings and availability. Urgent requests may be accommodated where possible.

  • Time spent preparing configurations, transferring management, documenting systems or assisting another provider may be charged at our standard applicable hourly rate. Any additional charges will be communicated and agreed upon before work begins.

  • Essential Computers will take reasonable care during the handover process. Changes to management systems or device configurations may affect connectivity or require additional setup by the incoming provider.

  • Where a client or incoming IT provider requests that equipment be removed from a remote management platform rather than transferred through a coordinated handover, Essential Computers will advise of any known risks to configuration or connectivity before proceeding.

  • Following the agreed release or transfer of management, responsibility for adopting, reconfiguring and providing ongoing support for the equipment will pass to the client or their nominated provider, except to the extent required by law or otherwise agreed.

  • Essential Computers is not responsible for faults or disruptions caused by changes made by third parties, except where otherwise required by law.

12. Business IT and Managed Services

  • Ongoing IT management, monitoring, security, backup and cloud services may be subject to separate service agreements, subscriptions or licensing conditions.

  • Third-party products and cloud services are also subject to the relevant supplier's terms, service availability and licensing requirements.

  • Cancellation, renewal and termination conditions for managed services will be confirmed as part of the applicable service agreement.

  • Unless expressly agreed in writing, an equipment installation does not include unlimited ongoing technical support, monitoring or maintenance.

Last updated 30th September 2026