Last updated: May 2026
We will always treat you with patience, dignity and respect. We use plain language, arrive on time, maintain strict confidentiality, and never pressure you into anything.
We quote a fixed fee before every visit and stick to it. Additional work only proceeds with your explicit approval. One-off services are paid on completion. Monthly plans are prepaid.
All visits must be confirmed in advance — we do not accept unscheduled visits. Cancellations are handled with empathy and assessed case by case.
We only access accounts you explicitly authorise. Credentials shared during a session are never stored.
We strongly recommend backing up your data before any session involving device changes. Data backup is available as an add-on. We are not liable for data loss if a backup was not made beforehand.
If a service is not delivered, you receive a full refund. Partial sessions are refunded pro-rata. If something goes wrong on our end, we'll make it right. Minor issues get a free follow-up first.
We do not offer legal, financial, medical or migration advice. We do not repair physical hardware (except at client's own risk). We do not install unlicensed software.
If something isn't right, contact us at complaints@eranova.com.au. We'll acknowledge your concern within 2 business days and work to resolve it promptly.
Email us at administration@eranova.com.au and we'll send you the complete document. We're happy to walk through anything that's unclear.