1. Introduction
These Terms of Service ("Terms") govern the provision of remote IT services by RBW Tech ("we", "us", "our"), a sole proprietorship based in Yogyakarta, Indonesia, to any individual or organisation ("Customer", "you") who engages our services through our website, WhatsApp, or email channels.
By accepting a written quote from us, or by paying an invoice we have issued, you agree to be bound by these Terms together with our Privacy Policy and Refund and Cancellation Policy.
2. Definitions
"Services" means the remote IT services described on the Services page and scoped in writing for each engagement. "Engagement" means a specific instance of Services purchased by the Customer under a written quote. "Session" means the scheduled remote meeting during which the Services are delivered. "Deliverables" means the written summary, configuration, and any documents handed over at the conclusion of an Engagement.
3. Services
All Services are digital and delivered remotely over a scheduled Session. No physical goods are shipped. We do not take possession of Customer hardware. The scope of each Engagement is described in the written quote that the Customer accepts before payment.
We reserve the right to refuse or terminate any Engagement that falls outside the scope of our service catalogue or that, in our reasonable judgement, would breach these Terms.
4. Eligibility and Customer Responsibilities
To engage our Services, you must be at least 18 years old, have the legal authority to enter into a binding agreement, and be the rightful owner of, or duly authorised representative for, any device on which work is to be performed.
You agree to provide accurate information about yourself, the device, and the issue. For device software repair Engagements, you agree to provide reasonable proof of ownership before work begins. You agree to use our Services for lawful purposes only.
5. Engagement and Quotation
Each Engagement begins with a written quote that names the service line, lists what is included and excluded, and sets the price and estimated duration. The Engagement is formed when you accept the quote in writing and pay the invoice we issue against it.
Work that falls outside the scope of the accepted quote requires a new written quote and your acceptance before we proceed.
6. Payment Terms
Invoices are issued through a regulated digital payment processor. Payment is due in full before the scheduled Session begins, unless the quote states otherwise in writing. Prices are quoted in the currency stated on the invoice and exclude any taxes that may be applicable in your jurisdiction.
We do not accept cash, gift cards, or cryptocurrency. We do not store full payment card details; the payment processor handles all payment instruments under its own terms.
7. Acceptable Use
You agree that you will not request, and we will not perform, any work that involves: (a) circumventing device security or vendor-imposed protections; (b) recovering access to third-party accounts that you do not have a lawful right to access; (c) circumventing software licence enforcement; or (d) any other activity that breaches applicable law or the terms of service of a third-party platform.
If at any point during an Engagement we determine that a request falls into one of these categories, we will pause the work, decline the request in writing, and process any refund due under our Refund Policy.
8. Intellectual Property
Any written summaries, configuration notes, or procedure documents produced for you as part of an Engagement are licensed to you for your own internal use. We retain ownership of any reusable templates, tooling, and know-how used to produce those Deliverables. Third-party software remains subject to the licence terms of its respective vendor.
9. Confidentiality
We will treat as confidential any non-public information you share with us in the course of an Engagement, and we will use it only to deliver the Services. You will treat as confidential any non-public information we share with you about our methods or tooling. The confidentiality obligation does not apply to information that is publicly available or that we are required to disclose by law.
10. Limitation of Liability
To the maximum extent permitted by applicable law, our aggregate liability for any Engagement is limited to the amount you paid for that Engagement. We are not liable for indirect, incidental, consequential, or special damages, including loss of data or loss of profits, arising out of or in connection with the Services.
Nothing in these Terms excludes any liability that cannot be excluded by law.
11. Warranty Disclaimer
We deliver the Services with reasonable skill and care. Except as expressly stated in these Terms, we make no warranties of any kind, whether express or implied, including warranties of merchantability, fitness for a particular purpose, or non-infringement. Outcomes that depend on third-party vendors, hardware condition, or factors outside our control are not guaranteed.
12. Service Window and Out-of-Scope Work
Each Engagement includes a seven-day post-service support window during which we will revisit the same issue at no extra charge if it recurs. Work outside the original scope, or work on a different issue, requires a new written quote.
13. Cancellation and Refunds
Cancellation rights and refund conditions are set out in our Refund and Cancellation Policy, which forms part of these Terms.
14. Privacy
Our handling of personal information is described in our Privacy Policy, which forms part of these Terms.
15. Governing Law
These Terms are governed by the laws of the Republic of Indonesia. Any dispute arising out of or in connection with these Terms or any Engagement will be subject to the exclusive jurisdiction of the courts of Yogyakarta, Indonesia, without prejudice to any mandatory consumer protection rights you may have in your country of residence.
16. Contact
For questions about these Terms, contact us at [email protected] or via the channels listed on the Contact page.