Last Updated: April 1st 2025

1. Definitions

"Business Hours" - means 8am to 8pm Monday to Saturday. 

"Callout" means a visit by one of our engineers to your residential or commercial property for providing services, or products. 

"Cancellation Fee" means a fee paid for cancelling your callout with less than 3 business hours notice. Free cancellation is included on all other callouts booked.

"No Show Fee" means a fee of the first hour ($125 inc GST Residential) when a customer isn't at home or work for a callout and our engineer is unable to attend the job that was originally booked. 

"Fees" means a minimum and incremental fee for callouts as listed below:

2. Callouts 

2.1 When you book a callout using our online booking form, or call centre, we'll send an engineer to attend your premises for the Callout at the chosen time. There is a minimum charge of 15 minutes under our fast fix fee and longer than this is a minimum of 1 hour callout. 

2.1.1 If an earlier slot comes up, your engineer will ring you directly to see if you'd like to move to an earlier time. There is no obligation to accept this and is for convenience only to move jobs forward.

2.1.2 Callouts are a minimum of 1 hour unless under 15 minutes. i.e. a 20 minute job is billed as 1 hour. If you have other queries or tasks please let your tech know so you can get full value out of your hour slot. After 1 hour we bill in 15 minute increments at a 1/4 of our hourly rate. Callouts may also include a travel surcharge for addresses outside Kapiti Coast, as well as an after-hours, public holiday or same day Callout fee as stated in our fees section.  

2.2 To cancel a job you should send us an SMS or call the 027 959 5000 support number no less than 3 hours before your Callout time slot to avoid a cancellation fee, or a no show fee.

For early appointments the following day, please ensure you cancel the night before. 3 hours cancellation timeframe is business hours, not general hours. However we are aware this isn't always possible so the cancellation fee is at our discretion and may be waived on your first cancellation.

2.3 You will notify us in advance if there are any potential dangers at your property to our engineers or their vehicles, such as dogs or building works going on. If your property is a marked building site, or is undergoing structural refurbishment, please ensure a hi vis jacket and hard hat are provided to avoid disappointment. Our techs do try and carry their own but this is not guaranteed. 

2.4 If our tech is required to signin or complete mandatory training prior to attending a business premises or building site, please ensure this is communicated via email/SMS or phone call before the Callout. 

2.5 To ensure the safety of all our staff, directors and 3rd party vendors, we have a GPS equipped mobile app that tracks their arrival time, departure time and geo-location data while on site. This stores GPS co-ordinates in a web application. Please let us know if you'd like this data removed from our app after your Callout. 

2.6 Normal callouts do not include services such as drilling into or mounting APs on the walls, cable fishing through walls, installation of brackets or other services that requires drill, saw or cabling. If you'd like this please make it known at the time of booking as some jobs require the use of a more senior engineer as well as an electrician or builder. There will be additional charge/s for this and the job may be more than our standard rates. 

3. Services

We will perform our services in accordance with these terms and conditions.

3.1 For new and existing customers we will:

a) Follow up with a phone call or SMS to get more context prior to attending unless you book your own Callout via our website booking platform and include enough information for us.

b) Advise you over the phone or SMS if it's unlikely we can help, to avoid any Callout fees if we do attend your property and can't assist. 

c) Let you decide if you still require a Callout booked. 

3.2 Upon arrival at your premises, we will:

a) Try and diagnose the problem described

b) Ask you to show us the problem or issue for faster remedial action

c) Provide you with an estimate of the time required

3.3 The likely duration of the Callout will be agreed in advance. Some jobs take much longer than others. If the Services are not completed during this time, you may be asked to extend the Callout, arranging another Callout or abandoning services. If you decide to stop a Callout, you may do so, however you will be charged for the time taken thus far, with a minimum of one hour or 15 minutes under our fast fix fee.

3.3.1 You as the client must also keep an eye on the time, if your tech arrived at 4.05pm and the time is now 5.06pm it will mean you have ticked over your first hour and will now be billed in 15 minute increments for any further time. If you'd like the tech to stop and leave, please do let them know. Sometimes our techs get carried away and may not be aware they have exceeded the hour. 

3.4 To allow us to provide Services to you, you must provide us with information, assistance, co-operation and access to your property and any relevant equipment so we can undertake the Services quickly and efficiently.

3.5 All clients must be aged 16 or over, and must be present while we provide Services. 

3.6 We provide no guarantees that our Services will fix or resolve your issues permanently and they may reappear again in the future after our visit. For technical Callouts (excluding projects or new installations) you are paying a labour cost and our labour is non-refundable if we are unable to actually fix an issue. 

3.7 We will not be liable for failing to meet any objectives provided or for any re-occurring issues caused after our Callout, as a result of old or existing technology or IT equipment failing. 

4. Products

4.1 Some jobs or projects require products to be purchased as part of a Callout and are subject to these terms and conditions.

4.2 Where products are purchased and supplied by Kapiti.IT, ownership of these products remains with us until full payment is made using cleared funds. Kapiti.IT may require a deposit of 50-100% upfront before supplying and leaving products at your property unattended however this is at our discretion. 

4.2.1 Larger jobs may require product/s to be purchased from a supplier and installed at a later date. A 50-100% deposit will be required to secure these product/s. You will receive a quote to pay this deposit, with the balance due upon completion of the work order. 

4.3 We supply the products on condition that they are in our possession until your invoice has been paid. We may re-possess or re-sell or remove these products by entering your property without notice to recover these in the event that payment is not forthcoming or hasn't been paid. 

4.4 Upon delivery of products, any future loss or damage to the products, or as a result of the deterioration of such products is at your risk. We will not be responsible for any loss or damage caused to your property after supplying and transferring ownership of these goods into your control.

4.5 Until full payment of a product has been made, no warranty is valid. Once full payment has been made, we'll transfer the warranty to you and honour this under our obligations under the CGA as well as manufacturer warranty. 

4.6 Where a product is faulty and needs to be replaced we will assist with the best course of action. The product may need to be returned to the manufacturer for repair, or replaced under warranty. Any warranty work which requires more than 15 minutes to remove/reinstall will be charged as per our Callout rates. We will not charge for collecting, returning to supplier, dropping off a replacement. 

4.7 We will not be responsible for any damage caused to your property by a product supplied by us on behalf of a supplier. 

4.8 We are not the manufacturer of any IT equipment. Where a product is identified by a product recall we will notify you by email or phone as soon as we are made aware of this to arrange replacement - a labour fee will apply however there will be no cost for the new hardware replacement. 

5. Payments

5.1 We require payment on closure of the Callout for new clients unless we let you pay within 5 days. If asked to settle at time of callout you will be asked to settle your payment by mobile EFTPOS, online banking or cash. 

5.2 Existing clients are given 5 days to settle their bills under our NET5 payment terms. We require payment via online credit/debit card, Paypal, online banking or Afterpay/Alipay (+7% transaction fee). 

5.3 Any other amounts payable such as Cancellation Fees or No Show Fees are requested to be paid immediately upon issuance of an invoice.

5.4 If products are to be supplied by us, you may be asked to pay for these upfront, or a 60-100% deposit which is used to secure the goods. We will be unable to deliver or install these products until payment is made. 

5.5 We send weekly reminders for 4 weeks after your Callout. If payment hasn't be made after 14 days, you must pay us a $25 late payment fee and interest at the rate of 25% per annum from the due date until the payment is received by us via cleared funds. We may send large debts to our debt collection agency. 

5.6 If your account is in default, we reserve the right to cease any future work on your premises until the debt has been repaid.

5.7 We don't charge a payment fee for cleared fund payments, however bank and finance companies charge a processing fee which is passed onto our customers for credit card transactions (+3%), Paypal (+3%) and Afterpay/Alipay (+7%). We recommend paying with bank deposit, debit card or cash to save on these fees.

6. Business / Commercial Clients

6.1 All business and commercial clients will be quoted and invoiced excluding GST

6.2 Our commercial Callout rate is higher than residential due to a more experienced technician attending your property. Small business clients that work from home are welcome to choose residential rates however further discussion on site will need to be had after initial visit if your setup is more of an enterprise level than our residential techs may not have training or exposure too previously.

6.3 Commercial clients will be required to make payment within 5 days after invoice has been sent. We do not offer on-account or NET20 payments. 

6.4 Where IT equipment is supplied by Kapiti.IT - we may require a deposit of 60-100% to secure and supply hardware. This will be communicated upfront.

6.5  All hardware supplied by us is the property of Kapiti.IT until full payment of invoice has been received. Until payment has been made, no warranty information will be given to client. Kapiti.IT reserves the right to enter property to retrieve this hardware without notice or warning if no payment is forthcoming after 14 days after the due date.

6.6 Commercial clients are excluded from our money back guarantee.

6.7 Where a client requests Kapiti.IT complete a Non Disclosure Agreement, this needs to be done before work starts however we reserve the right to not to sign the agreement if there are statements we or our legal team don't agree with. If this results in the work or project not progressing, Kapiti.IT reserves the right to withdraw from any obligations to you or your company. 

6.8 Kapiti.IT offers public liability insurance. Further our techs are covered under this policy. If there is a requirement to sight these insurance documents before work commences please call or email before your first Callout takes place. 

6.9 Where a client requests building works such as installing APs on the wall, cable runs or other works requiring drilling or altering building layouts, this will need to be communicated prior to booking a Callout as our IT techs are not always qualified or skilled to complete such works. The client is responsible for seeking landlord or owners permission before work is done. Kapiti.IT takes no responsibility for works that are in breach of any rental or lease agreement. 

6.9.1. If we aren't advised prior to attending a Callout of required building works our techs reserve the right to defer works until a later date. Some work will require the use of our 3rd party electrical contractor or builder. Some of our techs can do minor works. An additional hourly or fixed fee will apply and be added to your invoice. We will communicate this to you prior to your Callout or provide a quote after sighting the works required on site during your initial Callout. 

6.9.2. The client is welcome to engage a 3rd party to provide building or electrical works in conjunction with our works, this is our preferred option for commercial clients and we can work in partnership with your contractor by providing network diagrams or scope of works. 

6.9.3. Kapiti.IT reserves the right to turn down or reject the opportunity to complete commercial building works ourselves. 

6.9.4. Where any damage occurs as the result of work performed by our company or 3rd party contractors you must notify us in writing within 3 working days of the issue arising including photos and any other relevant information so that an insurance claim can be submitted from our end. 

7. Confidentiality 

7.1 We ensure all information obtained and provided by you while providing Services and Products will not be used for any other purpose than for providing such tasks. This doesn't include information that is in the public domain.

7.2 You authorise us to collect, retain, use and provide your contact information to our staff and on site engineers for the purpose of offering Services to you, marketing and enforcing our rights.

15 Minute Fast Fix Fee

If we resolve your issue within 15 minutes you'll only pay our 15 minute fast fix fee. This is also useful is a return visit is required, rather than paying a full hour, you can save $30+ per hour. This applies to both residential and business clients. You will need to cover any travel surcharges, weekend callouts and/or emergency callout fees on top of this charge. 

FREE Cancellation & Reschedule Up to 3 Hours Before

We're pretty flexible here at Kapiti.IT and allow you to cancel or reschedule in real time without charge up to 3 hours before your initial appointment. Click the link in your email, or SMS to choose a new time slot, or cancel. 

<3 Hours Cancellation Fee - $125 (Residential), $145+gst (Business)

Like any small business we have wages to pay so wasted trips are not fun for either us or our staff and are costly to us. 

We send you a reminder email 24 hours before, and a text message 3-6 hours before to ensure you are at home or work when we attend unless a last minute appointment verbally discussed over the phone. 

We Only Charge Time & Materials

We charge 1 hour minimum regardless of time taken unless it falls under our 15 minute fast fix fee. This covers our travel time. If your job lasts longer than 1 hour we charge in 15 minute increments. Any additional hardware or software needed can be provided by Kapiti.IT or yourself using local IT store. We can get similar or better pricing for you. 

Travel Fees

We offer no travel surcharge for addresses in Paraparaumu, Raumati, Waikanae, Te Horo, Te Horo beach and surrounding areas. Further away addresses will incur a travel surcharge as an additional labour fee. Up to date, real time rates can be found on our rates page. 

Payment Terms

We require payment on completion of work for all NEW clients unless by agreed during callout payment will be made at a later time. Once you've used us once, future payments can be made NET5 - as in 5 days after we've visited your property.

We offer cash, mobile EFTPOS, bank deposit, Paypal.

Alipay and Afterpay accepted (7% surcharge for these two applies). 

Emergency Callout Fee

If you have an emergency, we recommend checking out this page for more information. We charge double our hourly rates for this service due to staffing hourly rates. The total amount for residential comes to $250 per hour including GST. For business it is $290+gst per hour. An additional travel fee may also apply depending on location.

If We Can't Help You, How Much Do I Pay?

We request you provide us some context during your booking. We follow up with all NEW clients first to ensure we can actually help them, so this shouldn't be an issue for you. If you still wish for us to attend, and we let you know within 15 minutes of arrival that we are unable to assist you'll only pay our 15 minute fast fix fee. Travel fees also apply if required. 

It's important to note and clarify our services are a labour charge for a technicians time and effort. We make no guarantee we can 100% fix or provide a solution. 

Materials & Hardware

From time to time, you may require additional hardware or a new part for your existing technology. If you'd like to buy yourself to save money, we recommend purchasing from a local retailer such as PB Tech, Noel Leeming, Jaycar, Computer Lounge and we can install it for you. Alternatively we can supply and install on your behalf with a small surcharge. Our prices attract a 5-25% margin.

Your IT services provider here on the Kāpiti Coast, offering fast response on site IT support and projects for residential and small businesses. No job is too big or small. We come to you, book in real time and secure your spot.

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