Terms & Conditions

Last updated: May 19, 2026

SpenTech IT Services (PTY) Ltd — Service Business Terms and Conditions

SpenTech IT Services (PTY) Ltd, (herein referred to as "SpenTech") provides on-site and off-site computer maintenance, support and consulting services (herein referred to as "The Services"). The Services provided to the customer are subject to the following terms and conditions. By confirming a SpenTech booking, the customer accepts these Terms and Conditions.

Appointments and Rates

SpenTech will attend the customer's premises at the prearranged time. The customer will pay for all Services provided at the rates discussed telephonically before the technician's arrival.

Working Hours

SpenTech normal working hours are Monday through Friday, 08:00 to 17:00. In some cases, subject to previous arrangements, The Services will be provided outside normal working hours, including Saturday and/or Sunday up to a latest working time of 21:00. An overtime fee will be charged for these additional hours. Weeknights and Saturdays will be charged at one and a half times the normal hourly rate (plus travel reimbursement). Sundays will be charged at double the normal hourly rate (plus travel reimbursement).

Cancellation

  1. SpenTech must be notified of any appointment cancellations by no later than 2 hours prior to the appointment. SpenTech reserves the right to invoice any customer when cancellation occurs less than two hours prior to the appointment.
  2. The "no fix, no fee" policy only applies to home users and not to business users.
  3. If the SpenTech engineer offers a solution that the customer does not wish to use, the customer will be charged for the time spent on site up to that point.
  4. If the technician is prevented from resolving a problem because the customer does not possess the appropriate software disks, drivers or product serial numbers, the customer will be charged for the time spent up to that point.
  5. If the technician diagnoses a fault with a customer's Internet Service Provider, even when the ISP denies any fault, the customer will be charged the standard rates for the time spent on site.

Payment

The customer will pay SpenTech the amount invoiced by the SpenTech technician. This amount is due from the time the invoice is first given or sent to the customer. If problems have not been remedied at the end of the first hour, SpenTech will discuss available options with the customer. The customer may ask SpenTech to continue or make a further appointment, and may terminate the appointment at any time. Payment is to be made in cash or by Electronic Fund Transfer (provided the SpenTech technician is supplied with a printed copy of the completed transfer). Credit card payments are not accepted.

Liabilities

  1. SpenTech accepts no liability in respect of any problem it is not able to remedy due to any matter beyond its control, including but not limited to the age, specification or condition of the customer's hardware and/or software.
  2. The customer confirms that a full backup of their hard-drive has been made prior to SpenTech commencing The Services, and that there is no legal restriction or impediment to SpenTech providing Services.
  3. SpenTech shall under no circumstances be liable for any direct or indirect, consequential damages, expenses, costs, lost data or other liability arising out of or related to The Services provided. SpenTech has no liability to the Customer for data loss or damage incurred in any circumstances whatsoever.

Confidentiality

SpenTech will maintain the confidentiality of the customer's files and/or data and undertakes not to provide any customer information to any third party, save where lawfully required to do so. SpenTech reserves the right to refuse the provision of The Services for any reason, including but not limited to the presence of unlicensed or illegal software or material of an obscene or pornographic nature.

Goods Provided by SpenTech

All expressed or implied warranties as to the quality or compatibility of The Services or any item provided by SpenTech are expressly excluded. Any hardware, software or equipment provided to the customer by SpenTech shall remain the property of SpenTech until full payment is received.

Return Visit and Complaints Policy

In the event of any dissatisfaction with The Service, the customer should immediately contact SpenTech on 079 541 8263. SpenTech will make an appointment for a return visit. If the cause of dissatisfaction was due to a matter beyond SpenTech's control, the customer shall pay for the additional time at normal rates. If the problem arose directly as a result of SpenTech's previous attendance, no further charge shall be made.

Fair Use Policy — Unlimited Remote and Telephonic Support Contracts

There is a fair use limit of 3 separate tickets per device, per calendar month for unrelated incidents. Numerous unrelated problems on a device are symptomatic of hardware failure and SpenTech will make a recommendation to replace or repair subject to warranty terms.

Our technicians are experienced in removing viruses, malware and spyware but given their nature, we are unable to provide any extended warranty for onsite or offsite support. All customers should ensure they have a working backup of all their data before requesting any support.

Exclusions from Unlimited Support

  • Training sessions (planned, group or anything requiring more than 10 minutes dedicated instruction in total)
  • New hardware or 3rd party software installations (a pre-approved quote will be required before any work carried out)
  • Repeat faults as a direct result of end users ignoring recommendations provided by SpenTech
  • Faults with 3rd party software which SpenTech is not able or authorised to work with
  • General misuse by the customer of the system, hardware or software
  • Any projects which fall outside of normal maintenance and support

Company Newsletter

By agreeing to these terms and conditions the customer agrees to receive 1 monthly newsletter/update from the company. If the customer does not wish to receive this they must state beforehand or unsubscribe on receipt of their first newsletter.

SpenTech IT Services (PTY) Ltd — Website Terms and Conditions

Interpretation and Definitions

The words of which the initial letter is capitalised have meanings defined under the following conditions. The following definitions shall have the same meaning regardless of whether they appear in singular or in plural.

  • Affiliate means an entity that controls, is controlled by or is under common control with a party.
  • Company refers to SpenTech IT Services (PTY) Ltd.
  • Country refers to South Africa.
  • Service refers to the Website.
  • Website refers to SpenTech IT Services (PTY) Ltd, accessible from https://spentech.co.za/
  • You means the individual accessing or using the Service.

Acknowledgment

These Terms and Conditions govern the use of this Service and the agreement between You and the Company. By accessing or using the Service You agree to be bound by these Terms and Conditions. You represent that you are over the age of 18.

Intellectual Property

The Service and its original content, features and functionality are and will remain the exclusive property of the Company and its licensors. Our trademarks and trade dress may not be used in connection with any product or service without the prior written consent of the Company.

Termination

We may terminate or suspend Your account immediately, without prior notice or liability, for any reason, including if You breach these Terms and Conditions.

Limitation of Liability

We shall not be liable to you (except in respect of injury or death resulting from our negligence or fraud) for any loss of profit, business, contracts or revenues, or for any special, indirect or consequential losses arising out of your access to or use of our website. Any decisions you make based on information contained in this website are your sole responsibility.

Delivery Information

Most items listed on this website are ordered from suppliers as orders are placed. It is recommended that you wait for confirmation from us before making payment. Payment must take place within 48 hours of placing the order or we may cancel it. Payment is accepted via EFT or cash deposit only.

Returns Policy

No returns of undamaged or unwanted goods will be accepted. If the customer is not satisfied due to the product being faulty or damaged, it can be returned within the warranty period for replacement or repairs. All products sold by SpenTech are covered by the manufacturer's original warranty of at least 1 year from the date of order unless otherwise stated.

Governing Law

The laws of South Africa shall govern these Terms and Your use of the Service.

Changes to These Terms

We reserve the right to modify or replace these Terms at any time. We will make reasonable efforts to provide at least 30 days' notice prior to any new terms taking effect.

Contact Us

If you have any questions about these Terms and Conditions, please contact us at info@spentech.co.za or call 079 541 8263.