Legal & Regulatory Information
This page sets out the legal terms, consumer rights and dispute procedures applicable to services provided by Elenova across Australia. It reflects our obligations under Australian law including the Australian Consumer Law (ACL).
- Business: Elenova Pty Ltd (ABN 57 123 456 789)
- Address: Unit 5, 14 Market Street, Melbourne VIC 3000
- Phone:+61 428 735 902
- Email:Elenova@outlook.com
Terms of Service
These Terms govern provision of repair, maintenance and IT support services by Elenova to business customers in Australia. By engaging our services, you accept these terms. Where a written agreement exists, its terms will prevail to the extent permitted by law.
We perform work with reasonable care and skill, and supply goods and services that comply with consumer guarantees under the ACL where applicable. For business-to-business transactions some consumer guarantees may be limited under the law; see the Consumer Rights section below.
Scope
Services include diagnostics, repair of office equipment, preventative maintenance, and IT device servicing at customer premises or our workshop.
Charges & Payment
Quotes provided in writing. Invoices are payable within agreed terms. Unpaid accounts may attract interest and recovery costs as permitted by law.
Intellectual Property
We own our trademarks, software and materials. Customers licence any supplied software or documentation for their internal business use only.
Australian Consumer Law (ACL) & Your Rights
The ACL provides consumer guarantees that cannot be excluded for supplies of goods and services to consumers. If you acquire goods or services as a consumer, you are entitled to remedies where a product or service fails to meet a consumer guarantee.
- Guarantees include acceptable quality, fit for purpose and due care and skill.
- Remedies depend on the nature of the failure: repair, replacement, refund or compensation.
- For business-to-business transactions, some guarantees may be excluded to the extent permitted by law; see your contract.
For more about your rights under ACL visit the Australian Competition and Consumer Commission (ACCC) website or contact us via Contacts for assistance.
Warranty, Liability & Exclusions
We provide warranties on authorised repairs for a specified period stated at the time of service. Warranties do not cover damage caused by misuse, unauthorised repairs, or events outside our control (for example, water ingress or electrical surges).
To the extent permitted by law, Elenova's liability for any loss or damage is limited to re-supply of the services or payment of the cost of re-supply. We are not liable for indirect or consequential loss (except where required by law).
Privacy & Data Handling
We handle personal information in accordance with our Privacy Policy and the Privacy Act 1988 (Cth). Personal data collected for service delivery will be used to arrange repairs, communicate with customers, and for billing and warranty records.
Data may be retained for lawful business purposes and to comply with statutory obligations. If you require access to your personal information or wish to request correction, contact our Privacy Officer using the details on this page.
Complaints & Dispute Resolution
We aim to resolve complaints promptly and fairly. If you have a complaint about our service:
- Contact our support team in the first instance via Contacts.
- If unresolved within 14 days, ask for escalation to a manager.
- If still unresolved, external dispute resolution or regulators may be engaged (for consumer matters, consider contacting the ACCC or your local state consumer protection agency).
FAQ & Key Policies (Accordion)
Contact for Legal & Compliance
If you have legal inquiries, compliance questions, or need to lodge a formal complaint, please contact our office:
- Legal & Privacy Officer: legal@elenova.life
- Phone:+61 428 735 902
- Postal: PO Box requests to Unit 5, 14 Market Street, Melbourne VIC 3000
For consumer disputes you may also seek external advice from the ACCC or your state fair trading agency.
Service Levels & Response Times
Typical response windows (subject to location and availability):
| Severity | Target response | Typical resolution |
|---|---|---|
| Critical (site down) | 4 hours | Same day / on-site or emergency workaround |
| High (major impact) | 24 hours | 1–3 business days |
| Standard | 48–72 hours | 3–10 business days |
SLA commitments are indicative and documented in written agreements where required.