GTB IT Solutions
GTB Terms and Conditions of Trade />

GTB Terms and Conditions of Trade

Effective 5 August 2025

Welcome to GTB IT Solutions

These Terms and Conditions of Trade (“Terms”) apply to all products and services supplied by GTB IT Solutions Ltd (“GTB”, “we”, “us”, “our”) to you, our client (“you”, “your”). By engaging our services, purchasing from us, or accepting a quote, you agree to these Terms. If you have any questions, please contact us at [email protected] or 04 297 1040.

1. Our Commitments to You

As a client of GTB IT Solutions Ltd (GTB) we want you to know that you have the right to expect the following standards from us…

1.1 Quality Work

At all times, we will do our best to live by our core value of ‘Quality work’:

  • We will do our best to deliver you a professional, high quality and consistently reliable service.

  • We will stay up to date with the latest technology and how to best apply it for our clients – we will be ‘leading’ edge, not ‘bleeding’ edge.

  • We will give you options and only recommend what we believe is the best for you and your situation.

  • We will look at your needs holistically – in this way seeking to minimise the ‘total cost of ownership’ of your IT investment, which includes the hidden costs.

1.2 Care for people

At all times, we will do our best to live by our core value of ‘Care for people’:

  • You will receive a professional, friendly and courteous service.

  • We will do our best to always speak in ‘plain English’, explaining things to you in terms you can understand, so that you can make the best decisions for your needs.

  • We will work together as an integrated TEAM (‘together everyone achieves more’), bringing out and valuing the strengths of each of our individual team members, so that we can offer you the best solutions and support.

  • We will consider the needs of you and your team so that the solutions we recommend also meet their needs and therefore help deliver greater morale and productivity.

2. Your Commitment to Us

For you to be our client, we need to know that we can expect the following standards from you…

  • Please provide accurate and timely information and reasonable access to your systems, premises, and people as needed to perform our work.

  • Please give us all relevant information, so that we can advise you properly and do the right work.

  • Treat our staff respectfully.

  • You agree that the essence of our relationship is ‘win-win’. This includes us being paid on time and in full for services and goods supplied.

  • You agree that you retain responsibility for making the final decision about what is best for you and/or your business and accept the consequences of that decision.

3. Consumer Guarantees Act

  • The vast majority of our trade is business-to-business (B2B), however we are 'open to the public' and will help consumers where we are able to.

  • Nothing in these Terms limits rights you have under the Consumer Guarantees Act (if applicable).

  • If you are not a ‘consumer’ as defined in the Consumer Guarantees Act 1993, or if you purchase goods or services for the purpose of a business or other commercial endeavour, then the Consumer Guarantees Act does not apply.

4. Scope of Work and Estimates

  • The scope of work will be as described in your quote, workplan, proposal, or other GTB documentation.

  • For quoted/estimated work: Labour and set-up costs are estimates only, unless stated otherwise. Final invoice may be within ±15% of the estimate, depending on the actual time/materials required.

  • For general IT helpdesk/troubleshooting: No fixed quote/estimate is possible; we charge for actual time and materials used.

  • The investigation of a reported problem is chargeable time, whether or not the problem is solved.

  • Any extra work requested by you during a job but not included in the original scope, or required due to unforeseen circumstances, will be charged as an additional cost. We will make best efforts to advise you as soon as possible of such extra costs, and where possible, get your prior approval.

  • If you choose to take only part of a multi-piece workplan, we may revisit pricing and scope for what’s delivered.

  • Please choose your goods and services carefully, we will not refund money nor exchange goods because the purchaser changes their mind.

  • Quotes, estimates, and proposals are free—provided you can clearly tell us what you need. If you need our help to investigate, assess, or develop a solution before quoting, our normal charges apply. In short: quoting is free, but solution development or problem investigation is not.

  • Quotes and workplans are valid for one month, unless stated otherwise.

5. Pricing

  • All prices exclude GST, unless clearly stated.

  • Our current rates and charges are as set out in your accepted quote, proposal, or separate price list.

  • All technical time spent working for you is chargeable, including both time you see, and related tasks performed on your behalf. Work sessions are billed in increments of 0.1 hour (6 minutes), rounded up

  • Prices and availability of products (such as hardware or software) may change until your order is confirmed and acknowledged by GTB, due to supplier changes beyond our control.

6. Key Clients Risks and Responsibilities

  • Unforeseen Issues: Our quotes and proposals are based on your descriptions, instructions, and our current understanding of your systems. Once work begins, we may uncover other issues, complications, or additional work that neither of us anticipated—this is common in IT, especially with older or non-GTB-installed systems. If dealing with these issues falls outside the agreed work scope, additional charges will apply. We do not build extra time or costs into our pricing for such scenarios, as they are not the norm.

  • Older Equipment and Software: Working on older hardware or software (typically over 5 years old or out of manufacturer warranty) may take longer, may fail, or cause new problems once work starts. Some issues may only become apparent during ‘deep’ systems work. GTB is not responsible for faults or failures that arise with older equipment during our work (unless due to our own error).

  • Third-Party and Legacy Compatibility: We cannot guarantee that equipment, software, or systems not supplied by GTB will be compatible with new hardware or solutions we provide. For example, if we supply a new computer, we cannot promise your older software or peripherals will work with it—particularly with custom, legacy, or less common products.

  • Licenses and Installation Media: If you ask us to install or set up applications you already own, you must provide us with valid licences, logins, and any necessary installation files. If you cannot provide these, installation may not be possible. If we need to spend time tracking down missing details, this will be charged as extra, as we do not include such work in our standard pricing.

  • Training and Familiarisation: We believe your staff should feel confident using new systems. Our quotes usually include a modest but reasonable allowance for initial familiarisation. If you or your team require additional training or support beyond what is specified, this will be charged at our usual rates.

  • Internet Services and Local Networks: If GTB supplies an Internet service, we will make it available from the Internet. Unless specifically quoted, we are not responsible for setting up, configuring, or troubleshooting your wider internal network (modems, routers, switches, cabling, firewalls, wifi, etc). Any such work will be charged separately.

  • Backup and Restore: GTB's services routinely require the over-writing, deletion or changing of systems, settings and data. We will exercise professional caution; however unexpected events can occur. You are responsible for the safe backup of any of your data, unless you specifically request and we accept, in writing, that we will take responsibility for this.

7. Payment Terms

  • We reserve the right to require payment in advance of commencing work.

  • Typically, hardware, software, and annual licence fees, as well as a portion of expected labour, are invoiced upon order confirmation and must be paid before work commences.

  • New clients, or clients without credit terms, may be invoiced for full payment before work commences, or on completion of work and before property may be removed from GTB premises.

  • In all cases, goods remain the property of GTB until payment is received in full.

  • Remaining labour and any additional charges will be invoiced on completion (or substantial completion, i.e., at least 95%) of the work, or as per agreed milestones.

  • Where work carries over from month to month, GTB may invoice progress payments equal to the work carried out so far, and not previously invoiced.

  • Recurring costs (e.g., licences, SureIT, other managed services) are billed monthly in advance. These are due on or before the first of the following month (e.g., January’s services invoiced mid-December, due by 1 January).

  • Standard payment terms for clients with credit arrangements are 7 days from invoice date, unless you are a SureIT agreement client, in which case payment is due by the 20th of the month following invoice.

  • Overdue accounts may result in suspension of services until payment is made.

  • Overdue accounts may incur 2.0% per month interest. You will also be responsible for any costs incurred by GTB in recovering overdue amounts.

8. Travel, Delivery & Onsite Work

  • If work is carried out at your premises or requires travel, a charge may apply to cover vehicle and travel expenses.

  • If you require goods to be sent to your address, we will use our currently contracted courier service, and the cost of this service will be invoiced to you.

9. Supply of Hardware, Software & Third-Party Products

  • Hardware and software are supplied subject to availability and supplier conditions. Product specifications, prices, and availability may change without notice until your order is confirmed.

  • GTB is not responsible for delays or failures caused by third-party suppliers or external factors outside our control.

  • You agree to closely inspect all goods purchased within 24 hours of receipt/completion and inform us if there any defects or other issues. If there are defects or other issues, you also agree to give us prompt access to the goods/place the service was done, so we can inspect them too.

10. Safe Workplace

  • We operate a safe work environment. If our staff at any stage feel threatened or subject to abuse, they have the right to withdraw their services and report to GTB management. We will not be responsible for any loss or cost arising from them exercising this right.

  • We place a great emphasis on client confidentiality. We will, however, report to the client and/or the Police, as we consider appropriate, the presence of illegal material or stolen hardware.

11. Warranties

  • Hardware: Covered by the manufacturer’s warranty for business use, as specified for each product. Unless the warranty is “onsite,” you must return the equipment to GTB for warranty assessment.

  • Manufacturer warranties generally cover replacement of faulty parts, but not GTB’s labour, data backup/restoration, or any other services.

  • Software and licences: Are provided under the terms of the vendor or licensor.

  • GTB Workmanship: All our work is guaranteed. Any non-performance due to our workmanship will be remedied at no extra cost to you.

  • Exclusions: Warranties do not cover faults caused by misuse, unauthorised modification (including any changes or interference by anyone other than GTB staff or someone we have approved in writing), external factors (such as power surges, fire, water), or fair wear and tear. For example, this includes client staff or others ‘fiddling’ with hardware or settings—please ensure only authorised personnel make changes.

12. Cybersecurity Disclaimer

  • GTB can provide IT cybersecurity recommendations and services that we believe are prudent and cost-effective, tailored to the needs and risk tolerance of our clients.

  • However, due to the rapidly evolving nature of cyber threats, no IT system or service—including those we install or maintain—can be guaranteed to be hack-proof or immune from compromise.

  • GTB does not warrant or guarantee that your systems will never be breached, hacked, or affected by cyber incidents, even if all our advice is followed.

  • GTB's cybersecurity advice relates primarily to your IT. We recommend you also consider your overall business risk, including governance, management, and internal processes, and take appropriate actions in these areas alongside IT cybersecurity.

13. Limitation of Liability

  • To the maximum extent permitted by law, GTB’s total liability to you (whether in contract, tort or otherwise) for any claim relating to our products or services is limited to the fees paid by you for the specific product or service giving rise to the claim.

  • GTB is not liable for any indirect, consequential, or special loss, or loss of profits, revenue, data, or business, except where required by law.

14. Force Majeure

GTB will not be liable for failure or delay in performing our obligations where that failure is due to circumstances beyond our reasonable control (e.g., natural disasters, supplier failures, internet outages).

15. Changes to These Terms

GTB may update these Terms from time to time by publishing the revised version on our website. The version in effect when you accept a quote, place an order, or renew a service will apply to that engagement.

16. Governing Law

These Terms are governed by the laws of New Zealand. Any disputes will be resolved in the New Zealand courts.

17. Contact Us

For any questions about these Terms, please contact us before proceeding:

GTB IT Solutions Ltd

04 297 1040

[email protected]

18. Acceptance

By engaging GTB’s services or accepting a quote or proposal, you confirm your acceptance of these Terms and Conditions of Trade.