1. Who we are and what these terms cover
“Morrow Bench”, “we”, “us” and “our” mean the owner-operated computer repair and IT support business trading as Morrow Bench in South Australia.
“You” and “your” mean the person who owns the device or is authorised to arrange services for its owner.
These terms apply to services that Morrow Bench agrees to provide, including:
- computer and laptop diagnostics and hardware fault finding
- Windows and software troubleshooting, installation and configuration
- RAM, SSD, HDD and NVMe upgrades and installation
- drive cloning, migration and data transfer from accessible, healthy storage
- internal computer cleaning and thermal paste replacement
- desktop PC assembly and component installation
- basic home networking and Wi-Fi troubleshooting.
We do not currently provide microsoldering, board-level or BGA/chip-level repair, clean-room or forensic data recovery, or advanced RAID recovery. If a device needs work outside our services, we will explain that where we can.
2. Enquiries, intake and assessment
A website enquiry is a request for contact only. Submitting an enquiry does not authorise diagnosis, repair, purchases of parts or other work.
We will contact you to discuss the issue and arrange device drop-off. At intake, we may record the reported fault, the device’s visible condition and any accessories received. Please tell us about known faults, damage, liquid exposure, previous repairs or modifications, and any important data or testing restrictions.
Before an assessment begins, we will tell you whether a diagnostic or assessment fee applies, what it covers and its GST-inclusive amount. You must approve the assessment first. If a fee applies, it remains payable if you decide not to proceed with a repair only where that fee was disclosed and approved beforehand.
An assessment does not authorise repair work. We will provide a quote or seek your approval for proposed work after the assessment.
3. Approval before work
We will only carry out repair work you have approved. You may approve by signed form, email, SMS or another recorded method that clearly identifies the work you accept.
An approval applies only to the work and price or spending limit described in the quote or approval message. If you approve assessment only, that does not approve a repair.
If we discover another fault, a material change in the work needed, or additional costs, we will stop and contact you for further approval before proceeding. If we cannot reach you, we will not proceed with the unapproved work.
4. Quotes, estimates and prices
We will explain whether a price is a quote or an estimate. A quote covers the work and parts described in it; an estimate is an indication that may change if the assessment reveals something not reasonably identifiable beforehand.
Consumer prices we give are in Australian dollars and include GST. Labour and parts are generally listed separately. A quote may also identify exclusions, assumptions, parts availability and any expected time frame.
Unless we state otherwise, a quote is valid for the period shown on it. If no period is shown, please check with us before accepting a quote after a significant delay, as parts prices or availability may have changed.
We will seek your approval before charging for work outside the accepted quote or estimate.
5. Parts and components
Parts may be charged separately from labour. We will identify the proposed parts and their price in the quote or approval request where reasonably practicable.
Unless we agree otherwise, we will generally order parts only after you have approved the relevant repair or quote and any required deposit or prepayment has been received.
We may ask for a deposit or prepayment before ordering an expensive or special-order part. We will explain the amount and how it will be applied before you agree. If an order is cancelled or a part cannot be supplied, we will explain any costs already incurred and deal with any payment or refund in accordance with our agreement and your legal rights.
If you supply a part, you are responsible for providing it on time and telling us what it is. Customer-supplied parts may be defective, incompatible, used or unsuitable for the device. We will tell you if we identify a concern. We are not responsible for a fault that is caused by a defect in a customer-supplied part, but this does not limit our responsibility for our own work or any rights that cannot legally be excluded.
Parts supplied by Morrow Bench remain subject to applicable consumer guarantees and other legal rights.
Unless otherwise agreed, replaced parts may be returned to you on request where reasonably practicable. Some parts may need to be retained or returned to a supplier, manufacturer or distributor for warranty, exchange, core-return or similar purposes. Where this applies, we will explain this where reasonably practicable.
6. Diagnostic procedures and device condition
With your approval for assessment or repair, reasonable procedures may include opening or disassembling the device, removing and refitting components, running diagnostic software, restarting the device, stress testing, installing necessary updates or drivers, and reassembling and testing the device.
Diagnosis is based on the device’s condition, symptoms and test results available at the time of assessment. Some intermittent, concealed or developing faults may not be reproducible or reasonably identifiable during testing. This does not limit Morrow Bench’s obligation to provide services with due care and skill or any other rights or remedies available under the Australian Consumer Law.
We will use reasonable care and skill. If we identify a material risk that is beyond the work you approved, or a procedure that may materially affect your data or the device, we will explain it and seek your instructions where reasonably practicable before proceeding.
Older or previously damaged devices can have fragile parts or faults that are not apparent at intake. Pre-existing faults, wear, corrosion, liquid damage, earlier repairs and modifications may affect whether a repair is possible and what other problems arise. We will tell you about relevant findings we identify. These circumstances do not remove our responsibility to meet our legal obligations.
7. Data, backups and transfers
Please back up your important data before leaving a device with us, where the device and storage are accessible and a backup is reasonably possible. Diagnosis or repair can involve restarting, updating, changing settings or replacing storage, and data loss can occur.
We will take reasonable care to avoid unnecessary data loss, but we cannot promise that data will remain intact where the device or storage is failing or where the approved work may affect it. Nothing in these terms excludes rights or remedies you may have if loss or damage results from our failure to meet our legal obligations.
We provide ordinary data transfer only from healthy, accessible storage. This is not data recovery. We do not provide clean-room, forensic, advanced RAID or other specialist recovery services. If storage is failing, stop using the device where possible and tell us before approving further testing; continued use may reduce the chance of a successful specialist recovery.
8. Passwords and access
We may need reasonable access to the device or an account to diagnose, install, configure or test it. We will explain what access is needed. Where practical, you may provide a temporary password or arrange to enter credentials yourself.
We will use access details only as reasonably needed for the approved service, handle them confidentially and take reasonable steps to prevent unauthorised access. Please do not give us passwords to unrelated accounts.
9. Privacy and confidentiality
We will treat information and files we encounter during a service as confidential and limit access to what is reasonably needed to perform the approved work. We will not disclose your information except with your consent, where needed to provide the service, or where required or permitted by law.
Please tell us if the device contains information that must not be accessed or copied. If the approved work cannot reasonably be completed without accessing particular information or using an external service, we will discuss that with you first where practicable.
10. Payment and collection
Unless we agree otherwise, payment for approved work and parts is due before collection. We will tell you the amount payable and accepted payment methods when the work is ready.
Please arrange collection after we notify you that the device is ready. At collection, we may ask you to check that you have received the device and any accessories we recorded at intake.
11. Devices not collected
If you do not collect a device, we will make reasonable attempts to contact you and request collection. Any storage charge will apply only if it was disclosed and agreed in advance.
We will handle any device that remains uncollected in accordance with the South Australian laws and procedures that apply at the time, including any required notices and waiting periods. We do not acquire ownership of, or automatically have the right to sell, dispose of or destroy, a device simply because it has not been collected or a particular amount of time has passed.
12. Workmanship concerns and other faults
If you believe there is a problem with work we performed, contact us and describe the issue. We will assess it and explain the next steps. Where the work does not meet an applicable consumer guarantee or other legal obligation, you may be entitled to a remedy under the law.
A later failure may instead result from an unrelated component, normal wear, a pre-existing fault, malware or software, subsequent damage, actions taken after collection, or a customer-supplied part. We will assess the circumstances and explain our findings before proposing any chargeable further work. This section does not remove any rights you have under the Australian Consumer Law.
13. Consumer rights and liability
Nothing in these terms excludes, restricts or modifies a consumer guarantee, right or remedy that cannot legally be excluded, restricted or modified. Services must meet applicable consumer guarantees, including being provided with due care and skill and within a reasonable time where no time is agreed.
To the extent permitted by law, Morrow Bench is not responsible for loss that was not reasonably foreseeable and was not caused by our failure to meet our obligations. This does not limit any liability or remedy that cannot lawfully be limited or excluded, including rights under the Australian Consumer Law.
14. Circumstances outside our reasonable control
Parts delays, supplier issues, power or network interruptions, severe events and other circumstances outside our reasonable control may affect timing. We will let you know about a material delay when reasonably practicable and discuss the available options. This does not remove any rights you have under consumer law.
15. Changes to these terms
We may update these terms from time to time. The terms provided when you approve a service apply to that service unless you and Morrow Bench agree to a change. A change to these terms does not remove rights or obligations that have already arisen.
16. Governing law
These terms are governed by the laws of South Australia and the applicable laws of Australia. The parties submit to the courts and tribunals with jurisdiction in South Australia, subject to any rights you have to bring a claim elsewhere under applicable law.
17. Contact
Morrow Bench
Email: contact@morrowbench.com.au
Website: https://morrowbench.com.au/
South Australia, Australia
You may also use the repair-request form on the Morrow Bench website or reply to the email or SMS about your service.