Frequently Asked Questions
Do you charge any cancellations fees?
No, If you give us a minimum of 24 hours notice if you'd like to cancel a booking due to unforeseen circumstances.
Do you charge a credit card surcharge?
Never. Not even if you are using American Express.
Do you offer service agreements to small business?
Yes. For businesses with regular service requirements we offer special pricing and dedicated technicians that will learn your business requirements.
Why do you charge a one-hour minimum?
At RooNet we do not charge for travel time, by having a one-hour minimum, we can send a Technician to your home or office. We provide a level of service unmatched by any competitor, and all work is backed by our Technicians Promise and Guarantee.
What happens if I am not happy with the service?
Customer satisfaction is our priority, and we are constantly monitoring each technician’s performance. We promise to delight all our customers, so if you are ever not 100% satisfied, please get in touch with us!
Why is there a charge for same-day service?
The same-day service charge lets us be on call seven days a week, including holidays, and allows us to keep extra technicians on standby for your emergencies. If you don’t need us today, we can usually come by the next business day at no extra charge to you.
What happens if it takes longer than an hour?
Most repairs can be solved in the first hour. However, if the technician expects that it will take longer, he or she will usually know within the first 15 minutes. The technician will give you options, and you can decide how you want to proceed.
What happens if the repair takes less than an hour?
Since most repairs are completed in under an hour, we encourage our customers to make the most of any extra time. It could be general computer questions, need to check second laptop or PC, need to check printer issues, need system clean up etc.
What if my computer is broken and it can’t be fixed?
Sometimes, if there is serious damage to your computer, we encourge customer it is a better investment to buy a new one than to pay for a repair. If we find that’s the case, you can utilise the technician’s time to back up your data and then have the technician come back to transfer it to a new computer and help you set it up instead.