Geek+ Terms and Conditions - Geeks on Wheels

AUCKLAND  –  Read our latest level 3 update   click here

Geek+ Terms and Conditions

GEEK+ and GEEK+ Premium Terms and Conditions

This document sets out the Terms and Conditions upon which Seaview Enterprises Limited, trading as Geeks on Wheels, will provide you Services through the Geek + and Geek + Premium offerings.

Upon subscribing to a Geek + or Geek + Premium Subscription Membership you agree to be bound by these Terms and Conditions.

  1. DEFINITIONS

1.1 In these Terms and Conditions:

“Computer” means any Desktop, All in One, Laptop or Tablet

Device” means any personal technology hardware

“Geek Helpline” is the term that covers the Geek Helpline Service included in the Geek + or Geek + Premium Subscription offering.

“Geek Helpline Service” means the over the phone and Remote Access support services offered as part of the Geek + or Geek + Premium subscription.

“Geek + Domestic Subscription” means the Geek + or Geek + Premium Subscription (for Individual OR Family) which is a subscription product designed specifically for home and residential use.

“Geek + Business Subscription” means the Geek + or the Geek + Premium for Business Subscription which is a product designed specifically for business use, customers with a company name, customers with a trusted name, or any other profit or non-profit organisation.

Member” means any person who has purchased a Geek + subscription product.

“Membership” means belonging to the Geek + subscription service for the specified period.

“Period” means the specified length of time from the commencement date for the duration of the Membership.

“Remote Access Support” means one of our technical experts may, if necessary, remotely access your computer or device to assess a problem, either to fix it or provide advice on available options to fix it.

“Remotely Accessible Device” means your smartphone, tablet, or desktop/laptop computer. Note: Devices must be connected to a reliable broadband internet connection and not all devices are capable of being remotely accessed.

“Services” means computer assistance, maintenance and support provided over the phone and through Remote Access Support and (where necessary) via a visit from one of our technicians.

“Session” means a period of interaction with our services through online chat, phone and/or remote access.

User” means any person who uses any Geek + product or service.

“we”, “us” or “our” means the company detailed above trading as Geeks on Wheels.

your“, “you” means the User or Member and includes a duly authorised representative of the User or Member.

  1. SERVICES

2.1. GEEK + and GEEK + Premium – DOMESTIC

GEEK + INDIVIDUAL FAMILY (2-5 Users – Same Household)
Subscription Rates

$189 (inc GST) payable in advance

Your subscription starts from the day that you pay for Geek + and continues for the 12 month subscription period

This subscription can cover support for multiple devices (Fair use policy applies)

$239 (inc GST) payable in advance

A “User” is a household member who lives at the same address. Users MUST be registered with Geeks on Wheels.

Your subscription starts from the day that you pay for Geek + and continues for the 12 month subscription period

This subscription can cover support for multiple devices (Fair use policy applies)

Subscription services & benefits Individual Domestic Subscriptions include the following:

  • Unlimited access to the Geek Helpline Service (subject to our Fair Use Policy)
  • Discounted Hourly Rate of $115 per hour (ie 20% discount off our standard hourly rate of $145).
    • One hour minimum
    • Thereafter charged in 15- minute intervals at $28.75 per interval
  • Annual remote IT Health and Security check
Family Domestic Subscriptions include the following:

  • Unlimited access to the Geek Helpline Service for all registered users (subject to our Fair Use Policy)
  • Discounted Hourly Rate of $115 per hour (ie 20% discount off our standard hourly rate of $145).
    • One hour minimum
    • Thereafter charged in 15- minute intervals at $28.75 per interval
  • Annual 1 hour ONSITE IT Health and Security check

 

GEEK + PREMIUM INDIVIDUAL FAMILY (2-5 Users – Same Household)
Subscription Rates

$269 (inc GST) payable in advance

Your subscription starts from the day that you pay for Geek + and continues for the 12 month subscription period

This subscription can cover support for multiple devices (Fair use policy applies)

$379 (inc GST) payable in advance

A “User” is a household member who lives at the same address. Users MUST be registered with Geeks on Wheels.

Your subscription starts from the day that you pay for Geek + and continues for the 12 month subscription period

This subscription can cover support for multiple devices (Fair use policy applies)

Subscription services & benefits Individual Domestic Subscriptions include the following:

  • Unlimited access to the Geek Helpline Service (subject to our Fair Use Policy)
  • Discounted Hourly Rate of $115 per hour (ie 20% discount off our standard hourly rate of $145).
    • One hour minimum
    • Thereafter charged in 15 minute intervals at $28.75 per interval
  • Annual ONSITE IT Health and Security check
  • Malwarebytes Premium antivirus. Single device license x 1
  • Password Manager license x 1
  • Scam and Security updates and alerts via email.
  • Access to the exclusive Geek + Premium community Facebook group
  • Be in the draw for quarterly Geek + Premium prizes and giveaways
Family Domestic Subscriptions include the following:

  • Unlimited access to the Geek Helpline Service for all registered users (subject to our Fair Use Policy)
  • Discounted Hourly Rate of $115 per hour (ie 20% discount off our standard hourly rate of $145).
    • One hour minimum
    • Thereafter charged in 15 minute intervals at $28.75 per interval
  • Annual 1 hour ONSITE IT Health and Security check. The 1 hour is to be spread across ALL users
  • Malwarebytes Premium antivirus. Single device license x 2
  • Password Manager license x 1
  • Scam and Security updates and alerts via email.
  • Access to the exclusive Geek + Premium community Facebook group
  • Be in the draw for quarterly Geek + Premium prizes and giveaways

 

2.2. GEEK + and GEEK + Premium – BUSINESS

GEEK + BUSINESS 1 – 2 COMPUTERS 3 – 5 COMPUTERS 6 – 10 COMPUTERS
Subscription Rates

$285 (inc GST) payable in advance

 

Your subscription starts from the day that you pay for Geek + and continues for the 12 month subscription period

 

$365 (inc GST) payable in advance

 

Your subscription starts from the day that you pay for Geek + and continues for the 12 month subscription period

$495 (inc GST) payable in advance

 

Your subscription starts from the day that you pay for Geek + and continues for the 12 month subscription period

Subscription services & benefits Geek + Business Subscriptions include the following:

  • Unlimited access to the Geek Helpline Service (subject to our Fair Use Policy)
  • Discounted Hourly Rate of $115 per hour (ie 20% discount off our standard hourly rate of $145).
    • One hour minimum
    • Thereafter charged in 15 minute intervals at $28.75 per interval
  • Annual ONSITE IT Health and Security check. 1 – 5 computers (up to 1 Hour in total), 6 – 10 computers (up to 2 hours in total)

 

GEEK + BUSINESS PREMIUM 1 – 2 COMPUTERS 3 – 5 COMPUTERS 6 – 10 COMPUTERS
Subscription Rates

$385 (inc GST) annual in advance

Your subscription starts from the day that you pay for Geek + and continues for the 12 month subscription period

$465 (inc GST) annual in advance

Your subscription starts from the day that you pay for Geek + and continues for the 12 month subscription period

$595 (inc GST) annual in advance

Your subscription starts from the day that you pay for Geek + and continues for the 12 month subscription period

Subscription services & benefits Geek + Premium Business Subscriptions include the following:

  • Unlimited access to the Geek Helpline Service (subject to our Fair Use Policy)
  • Discounted Hourly Rate of $115 per hour (ie 20% discount off our standard hourly rate of $145).
    • One hour minimum
    • Thereafter charged in 15-minute intervals at $28.75 per interval
  • Annual ONSITE IT Health and Security check. 1 – 5 computers (up to 1 Hour in total), 6 – 10 computers (up to 2 hours in total)
  • Malwarebytes Premium antivirus.
    • 1 – 2 Computers (up to 2 single device licenses)
    • 3 – 5 Computers (up to 4 single device licenses)
    • 6 – 10 Computers (up to 8 single device licenses)
  • Password Manager license x 1
  • Scam and Security updates and alerts via email.
  • Access to the exclusive Geek + Premium community Facebook group
  • Be in the draw for quarterly Geek + Premium prizes and giveaways

 

 

2.3 The Geek Helpline Service is a service offered as part of the Geek + or Geek + Premium subscription service that provides computer and technology assistance over the phone with Remote Access Support where we deem it is required.

2.4 You can utilize the Geek Helpline Service as often as you like, as long as you are acting within our Fair Use Policy outlined in Section 8.

2.5 You will be able to access the Geek Helpline Service between the hours of 8am – 6pm Monday to Friday, and between 9am – 12pm Saturdays. The Geek Helpline Service is not available on Sundays or statutory public holidays.

2.6 At the commencement of a Geek Helpline session we will endeavour to diagnose the problem described by you, however we cannot guarantee our diagnosis will necessarily be accurate.

2.7 Scope of Services offered by the Geek Helpline Service include:

  • Assist with error messages
  • Set up emails / fix email problems
  • Troubleshooting currently connected Printer / Scanners
  • Schedule tasks
  • Attempt to locate lost files
  • Update, extend or renew software including anti-virus software
  • Diagnose reasons for a computer running slowly, and if possible, provide a fix
  • Update or fix settings
  • Repair corruptions
  • Set up security
  • Install software
  • Malware / virus assessment and basic removal where possible
  • Advice regarding scamming concerns
  • Advice with a range of technology devices including Windows PCs, Apple Macs, tablets, smart phones, smart TVs, routers, printers, scanners
  • Assist with error messages
  • Set up emails / fix email problems
  • Troubleshooting currently connected Printer / Scanners
  • Schedule tasks
  • Attempt to locate lost files
  • Update, extend or renew software including anti-virus software
  • Diagnose reasons for a computer running slowly, and if possible, provide a fix
  • Update or fix settings
  • Repair corruptions
  • Device set up (including printers and scanners)
  • Set up parental controls
  • Set up security
  • Install software
  • Malware / virus assessment and basic removal where possible
  • Advice regarding scamming concerns
  • New computer purchasing advice and guidance
  • Preventative maintenance
  • Basic technology tutorials

2.8 To enable us to undertake the Services:

  • you must provide us with all information, assistance, and co-operation that we may reasonably require to undertake the Services.
  • you must be present over the phone while we provide the Services.
  • our Services are provided in the English language and within New Zealand only.

2.9 With the purchase of a Geek + or Geek + Premium Membership you are entitled to one complimentary IT health and security check per annum.

Geek + Individual – This Health and Security check will be done remotely and will review:

  • Confirm system specifications
  • The device hardware is up to date (<5 years) (<8 if Mac)
  • HDD/SSD SMART Health
  • System Temperatures
  • Backup Operational
  • Cloud Storage used
  • Device Firewall enabled
  • Using a recommended Anti-Malware program
  • Antivirus/Malware Scan
  • Using an Ad-Blocker
  • Check Operating System Updates
  • Check Software Updates
  • Surge Protection
  • Emails Send/Receive
  • Password Security
  • Network Speeds
  • Best Internet Type
  • Router and Wi-Fi Security
  • Print Test
  • Scan Test
  • Print Connection Type

Geek + Family and Geek + Premium offerings – These Health & Security checks will be done ONSITE and will review:

  • Confirm system specifications
  • The device hardware is up to date (<5 years) (<8 if Mac)
  • HDD/SSD SMART Health
  • System Temperatures
  • Backup Operational
  • Cloud Storage used
  • Device Firewall enabled
  • Using a recommended Anti-Malware program
  • Antivirus/Malware Scan
  • Using an Ad-Blocker
  • Check Operating System Updates
  • Check Software Updates
  • Surge Protection
  • Emails Send/Receive
  • Password Security
  • Network Range
  • Network Speeds
  • Best Internet Type
  • Router and Wi-Fi Security
  • Print Test
  • Scan Test
  • Print Connection Type
  • Printer Ink/Toner Levels

 

2.10 We will use all reasonable endeavours to achieve your objectives by providing our Services but we do not guarantee, express or implied the objectives of the call will be achieved and we will not be liable for any failure to meet the objectives.

2.11 We will always attempt to answer your call as quickly as possible, however, upon exceptional circumstances of heavy demand, we may have to take your details and call you back which we will make at least one attempt to do within the same day.

  1. GEEK + and GEEK + PREMIUM HOME SUBSCRIPTION SERVICES AND EXCLUSIONS

3.1 The Geek + and Geek + Premium Home Subscription Services are available to home and residential customers only.

3.2 The Geek + and Geek + Premium Home Subscription Services are not offered to customers with a company name, a trusted name, use within a business, or any other profit or non-profit organization.

3.3 Use of one Geek + Home Subscription Membership is limited to that single household, and for the Member’s computers and peripheral devices only as recorded on our system. It cannot be used for friend’s devices or within the workplace.

3.4 Please note the Geek Helpline Service included in the Geek + or Geek + Premium subscription service may be unable to assist with:

  • Internet issues or ISP problems
  • Faulty hardware
  • Network troubleshooting or servers
  • Linux, pre-Windows XP, pre Mac 10.11 or earlier OSX operating systems
  • Complicated malware removal
  • Reset passwords if forgotten
  • Installation of hardware
  • Data recovery
  • Device Setup (including printers/scanners)
  • Parental Controls
  • Hosting, reselling of domain names, and web design
  • Database configuration or maintenance
  • Programming
  • VoIP / IP based PBX services
  • Security (Alarm) systems / CCTV
  • POS or bespoke software support

3.5 Memberships are non-transferable, cannot be sold or assigned to any other person, and are non-refundable.

  1. GEEK + and GEEK + PREMIUM BUSINESS SUBSCRIPTION SERVICES AND EXCLUSIONS

4.1 The Geek + and Geek + Premium Business Subscription Services are available to customers with a company name, a trusted name, use within a business, or any other profit or non-profit organisation.

4.2 Use of one Geek + Business Subscription Membership is limited to that licensed business site and for the number of computers and peripheral devices as paid for in the membership level. It cannot be used for friend’s devices or at home.

4.3 Please note the Geek Helpline Service included in the Geek + or Geek + Premium subscription service may be unable to assist with:

  • Internet issues or ISP problems
  • Faulty hardware
  • Network troubleshooting or servers
  • Linux, pre-Windows XP, pre Mac 10.11 or earlier OSX operating systems
  • Complicated malware removal
  • Reset passwords if forgotten
  • Installation of hardware
  • Data recovery
  • Bespoke software support
  • Hosting, reselling of domain names, and web design
  • Database configuration or maintenance
  • Programming
  • VoIP / IP based PBX services
  • Security (Alarm) systems / CCTV
  • POS software

4.4 Memberships are non-transferable, cannot be sold or assigned to any other person, business or organisation, and are non-refundable.

  1. REMOTE ACCESS SUPPORT

Where it is appropriate to use Remote Access Support, you agree that our technical experts are entitled to access your equipment remotely to provide you with the Services. Remote Access Support is only available in relation to a Remotely Accessible Device. Remote Access Support will be used only where we deem it suitable for your specific Remotely Accessible Device issue. Where we deem appropriate, you agree that our technical expert is entitled to access your Remotely Accessible Device and provide you with the Remote Access Support. All component parts of your Remotely Accessible Device must be fully working and fully assembled. Furthermore, your Remotely Accessible Device must have access and a sustained connection to the internet in order to avail yourself of the Remote Access Support. Depending on your internet connection, speed, and plan we may not be able to provide Remote Access Support over dial-up, rural broadband or mobile internet connections.

  1. CONFIDENTIALITY AND PRIVACY

6.1 All calls are recorded. We will keep a record of all contact and communication including details of your devices and equipment. Your data security and privacy are paramount and very important to us.  With your express consent, we will keep a record of your passwords unless and until you request otherwise.  In addition to the limitation and exclusion of liability provisions contained within clause 10 of these Terms and Conditions, you expressly acknowledge and agree that we have no responsibility or liability arising out of the use of any password or passwords provided by you, or for any loss or corruption of data, software or hardware that may arise out of the Services.

6.2 We will maintain as secret and confidential all information we obtain from you in providing the Services and will not use that information for any reason other than as necessary for providing the Services. This obligation will not apply to information that is in the public domain or that is known to us or obtained by us without breaching any obligation to you or that we are required to disclose by law.

6.3 You authorise us to collect, retain, use and provide to our staff and agents any personal information about you for the purposes of meeting our obligations to you, marketing, and enforcing our rights against you.

  1. FAIR USE POLICY

7.1 All Users of the Geek Helpline Services are subject to this Fair Use Policy.

7.2. The Number of Devices covered under the Geek + offerings is limited to what Geeks on Wheels, at its sole discretion, deems as reasonable given each unique set of circumstances.

7.3 Your usage of the Geek Helpline Services must be fair, reasonable, and not excessive as reasonably determined by us with reference to average and/or estimated typical customer usage of the Geek Helpline Services. You must not use the Services for unlawful, fraudulent, or otherwise illegal activity. We reserve the right to restrict the length of time we spend with a Member / User on any particular call having regard to the nature of the issue the Member / User is calling about, the current volumes of calls at the time and the number of calls that Member / User has made within the current week. You acknowledge and agree that except in exceptional circumstances, a single Geek Helpline Subscription session shall not exceed 20 minutes

7.4 If, in our reasonable opinion, we think your usage of the Geek Helpline is excessive or otherwise unfair, we may refuse or limit your access to the Services. We consider excessive use to be a continuing and unreasonably disproportionate use of the service when compared to other users.

7.5 We may require that the following steps be followed if we consider a Geek Helpline Subscription account to be showing excessive use:

Month 1: We may contact individual Members identified as having excessive usage compared with the average typical usage of all Geek + Subscription Members, to discuss their usage needs. Where the Member has a Geek + Home Membership, the comparison shall be made with reference to other Geek + Home Members. Where the Member has a Geek + Business Membership, the comparison shall be made with reference to other Geek + Business Members. Where a peak in usage occurs but is not expected to continue, no alternative arrangements are necessary.
Month 2: If the excessive usage continues in a second month, we will discuss an alternative plan and may require you to enter into a replacement contract setting out different charges.
Month 3: If the excessive usage continues into the third month, the Member may be informed that their access to the Geek Helpline Subscription Services will be limited, suspended or terminated access altogether.

7.6 If we feel that your usage is so excessive that other Members are detrimentally affected, then we may also limit, suspend or terminate your access.

7.7 If your access to the Geek Helpline Subscription Services is limited, suspended or terminated altogether under clause 7.4 and/or clause 7.5, your Membership is non-refundable.

  1. WARRANTY

8.1 We warrant that we will always use reasonable skill and care in undertaking the Services.

8.2 All statements, technical information and recommendations made by a manufacturer and/or us about the Services are believed to be reliable, but do not constitute a guarantee or warranty express or implied by us to you.

8.3 You warrant that you are authorised to access the use of the computer or devices, software, information or other material made available by you and it will not breach any third party rights.

  1. LIMITATION OF LIABILITY

9.1 While our phone-based technical experts will strive to keep their diagnosis as accurate as possible, there may be a requirement for an on-site technician visit. Under these circumstances, additional cost may apply at the standard Geeks on Wheels service rates.

9.2 It is your responsibility to have a reliable back up of your data.

9.3 In no event will we be liable to you, other than the extent permitted by law, for:

(a) loss of profits or savings, loss of goodwill or opportunity, loss or corruption of data, or wasted staff time; or

(b) loss, damage, cost or expense of any kind whatsoever which is indirect, consequential, or of a special nature, arising directly or indirectly from any Services supplied by us to you, even if we had been advised of the possibility of such loss, damage, cost or expense.

9.4 We are not responsible for any losses you may suffer arising from your use of (or failure to use) any anti-virus software

These Terms and Conditions are subject to change at any time and without notice.