Terms of service

This store is operated by THE URBAN NETWORK GROUP PTY LTD, ABN 53 687 320 234, trading as The Command Line. Contact us at help@thecommandline.com.au.

Orders and prices

Prices are in Australian dollars and include GST where applicable. Delivery charges are displayed at checkout.

Products marked Price on request require a written quote. A displayed $0 amount for these products is a placeholder, not an offer of free goods. We will agree on a price with you before accepting a quote-product order.

Orders are subject to availability and payment confirmation. If an item is unavailable or a listing contains an error, we will contact you before proceeding. If we cannot fulfil an order, we will refund amounts paid for the unfulfilled items.

Support services

Monthly support plans are currently requested by enquiry. Before activation, we agree the plan scope, start date, GST-inclusive price, billing method, renewal and cancellation terms. An ordinary product checkout does not authorise automatic recurring charges. Agreed monthly plans have no lock-in period and can be cancelled before the next renewal by emailing help@thecommandline.com.au. Statutory remedies remain available for service failures.

Managed IT services require a separate written quote and agreed scope.

How your free remote support works.

Buy a laptop or desktop from us and get 15 minutes of free remote support per device, up to 60 minutes in total. For example, one laptop includes 15 minutes; three include 45 minutes; four or more include 60 minutes.

  1. One invoice, one appointment. Order the devices you want help with together, on one invoice. We help with those devices in one remote appointment. This offer can be used once per person, business or school in any 30-day period, starting from the invoice date. A second order, another account or another person buying for the same organisation does not add more free time. Buying five laptops today and five tomorrow still gives a maximum of 60 minutes, not two separate sessions.
  2. Book within 30 days of delivery. Email help@thecommandline.com.au with your invoice number. Book and use the support within 30 days of delivery, unless we agree a later date in writing. We check your invoice and any support already used, then confirm your free time before the appointment. Appointments depend on availability; same-day help is not guaranteed. Unused minutes cannot be saved for another appointment, transferred or exchanged for cash.
  3. What we can help with. Basic troubleshooting and guidance for the laptops or desktops you bought from us. This is remote help, not an on-site visit. Travel, software licences, ongoing support, complex migrations, data recovery and work on other devices are separate. Back up important data and make sure you have permission to give us access. If you need more time or a bigger job, we agree the price with you first. You are not charged automatically when the free time ends.
  4. Fair use. Please do not split orders, use multiple accounts or give incorrect information to claim extra free support. If a claim looks duplicated or misleading, we may pause the free appointment, explain the issue and review the invoices with you. Confirmed misuse may mean the unused free support for those purchases is withdrawn. You can ask for a review at the email above.
  5. Your consumer rights remain. These conditions apply only to this free offer. They do not affect your rights under the Australian Consumer Law, help needed to fix faulty goods or services, your hardware warranty or support you have paid for.

Terms of service · Refund policy · Privacy policy

You must authorise access to any device we support. Please back up important data before support work.

Consumer rights and privacy

Our Refund policy explains returns and warranty assistance. Nothing in these terms excludes consumer guarantees or other rights that cannot lawfully be excluded.

Personal information is handled under our Privacy policy. Australian law applies, without limiting any mandatory consumer protections.

Remote support and privacy

We use invoice details, customer or organisation identifiers and support time records to confirm eligibility, provide support and prevent duplicate promotional claims. We only request access relevant to the agreed task and explain the remote session before it starts. You may end a remote session at any time. Do not send passwords, payment details or sensitive student, health or client records through email or our contact form. For education and business work, an authorised adult or organisation representative must arrange support. Access to third-party systems, ongoing unattended access and any recording require separate explanation and authorisation. Our Privacy policy describes handling of personal information and how to contact us about access, correction or a complaint.