1. Introduction

These Terms of Service ("Terms") govern your use of services provided by My IT Butler™ Pty Ltd (ACN 693 903 105) ("we", "us", "our", or "My IT Butler™"), an Australian company. By engaging our services, you agree to be bound by these Terms.

2. Services

My IT Butler™ provides the following IT services on a remote, cross-border consulting basis:

Remote Support: Ad-hoc IT troubleshooting and technical assistance delivered remotely
Managed IT Liaison: Ongoing IT coordination and vendor management services
Enterprise Solutions: Comprehensive IT services for businesses and teams
Project Coordination: IT project management and implementation support
IT Consulting: Strategic IT advice, auditing, and assessment services
VillaShield Security Assessments: Network and device security audits for properties
Research and Investigations: Public-record and open-source research with documented, source-cited reporting
Cybersecurity Testing and Hardening: Authorised blue-team and red-team security work
Website Building, AI Training, Dashboards and Automation: Fixed-scope build and training packages
Confidential Reporting Platforms: Secure, anonymous reporting systems and document redaction services

3. Australian Consumer Law

Our services come with guarantees that cannot be excluded under the Australian Consumer Law. For services, you are entitled to:

Services provided with due care and skill
Services that are fit for the purpose you have made known to us
Services delivered within a reasonable time when no time is specified

If we fail to meet these guarantees, you are entitled to a remedy under the Australian Consumer Law, which may include having the service performed again or a refund for services not provided.

4. No Fix, No Fee Guarantee

For remote support services, we offer a "No Fix, No Fee" guarantee. If we are unable to resolve your issue through our remote support services, you will not be charged for that session. This guarantee applies only to remote support services and does not extend to consulting, project coordination, or subscription-based services.

5. Payment Terms

All invoicing and payments are processed through My IT Butler™ Pty Ltd in Australia:

Currencies: Payments are accepted in AUD, USD, or equivalent via currency conversion
Payment Methods: Wise (TransferWise) and PayPal (Australian accounts only)
Payment Terms: Payment is due within 14 days of invoice date unless otherwise agreed
Subscriptions: Monthly plans are billed in advance on the same date each month
Late Payments: We reserve the right to suspend services for accounts more than 30 days overdue

We do not accept Indonesian bank transfers or cash payments.

6. Service Availability

Our standard service availability is 5 days per week (Monday to Friday), with response times varying by service plan:

Remote Support: Same-day response during business hours
Managed IT Liaison: Priority response within 4 hours during business hours
Enterprise Solutions: Response times as specified in your service agreement

Extended support hours and weekend availability may be arranged by prior agreement and may incur additional charges.

7. Research and Investigations

Where we provide research and investigation services, the following applies:

We use lawful, public-record and open-source methods only. We do not access private accounts, private communications or restricted databases, and we do not contact or approach the people being researched.
You confirm that you have a lawful and legitimate purpose for the investigation and that you will not use our findings for harassment, defamation, stalking, blackmail or any unlawful purpose.
Findings are reported with their sources so they can be independently verified. We report what the record shows; we do not guarantee a particular outcome or conclusion.
We may decline or discontinue an engagement where the purpose appears unlawful or unethical, and our discretion on this is final.
All investigations are handled confidentially. We never name clients, matters or the people researched publicly without written permission.

8. Sensitive Documents and Redaction

Where we handle, redact or host sensitive documents for you:

You confirm that you own the documents you provide, or are authorised to share and modify them.
Our redaction services remove or obscure information in your documents, including hidden metadata, using proper techniques (legal rights reserved). We do not remove, bypass or attempt to defeat redactions applied by courts, government agencies, freedom-of-information processes or other parties, and we will decline any request to do so.
Redaction is performed to the scope you specify. You are responsible for reviewing redacted documents before you share or publish them.
We are not a law firm and do not provide legal advice. For questions about your legal obligations (including whistleblower, privacy or disclosure obligations), please consult a qualified lawyer.
Sensitive materials are handled confidentially, stored securely, and deleted on request once the engagement ends, subject to our legal and accounting obligations.

9. Limitation of Liability

To the maximum extent permitted by law, and subject to our obligations under the Australian Consumer Law:

Our total liability for any claims arising from or related to our services is limited to the fees actually paid by you for the specific services giving rise to the claim
We are not liable for any indirect, incidental, special, consequential, or punitive damages, including loss of profits, data, or business opportunities
We are not responsible for any loss or damage arising from your failure to maintain adequate backups of your data
Our liability excludes issues caused by third-party software, hardware, or services not directly provided by us

10. Cross-Border Service Delivery

My IT Butler™ Pty Ltd is an Australian company. All services are supplied on a cross-border, remote-consulting basis from Australia. No physical labour or in-person services are provided. All contractual relationships are with the Australian entity.

11. Intellectual Property

Unless otherwise agreed in writing:

All intellectual property rights in our methodologies, tools, and pre-existing materials remain with My IT Butler™
You retain ownership of your data, content, and any pre-existing intellectual property you provide to us
Any deliverables created specifically for you become your property upon full payment
We may use anonymised case studies and learnings from engagements for training and marketing purposes

12. Termination and Cancellation

Subscription Services:

Either party may terminate a subscription with 30 days written notice
Upon termination, you will be billed for services provided up to the termination date
No refunds are provided for partial months of service

One-time Services:

Cancellation before work commences: Full refund of any prepayment
Cancellation after work commences: Payment due for work completed

We reserve the right to terminate services immediately if you breach these Terms or engage in conduct that is abusive, illegal, or harmful to our business or staff.

13. Governing Law and Jurisdiction

These Terms are governed by the laws of New South Wales, Australia. Any disputes arising from these Terms or our services will be subject to the exclusive jurisdiction of the courts of New South Wales, Australia. Nothing in these Terms excludes, restricts, or modifies any rights you may have under the Australian Consumer Law or other applicable legislation which cannot be excluded, restricted, or modified by agreement.

14. Changes to Terms

We may update these Terms from time to time. We will notify you of material changes by email or through our website. Your continued use of our services after changes become effective constitutes acceptance of the updated Terms.

15. Contact Us

If you have questions about these Terms, please contact us:

My IT Butler™ Pty Ltd
ACN 693 903 105
Email: help@myitbutler.com