Trade Policy

1. Overview

This Trade Policy outlines the commercial practices, service conditions, and procurement standards of Cyberhaven Technologies, a Tasmanian-owned ICT provider operated by Vstrah Pty Ltd (Trading as Cyberhaven Technologies).
Our commitment is to deliver reliable, secure, and high-quality IT services, hardware solutions, software licensing, cybersecurity, and technical support to all clients across Tasmania and Australia.

This document ensures transparent business operations, clear responsibilities, and consistent customer experience.

2. Statement of Commitment

Cyberhaven Technologies is dedicated to maintaining:

• Ethical and fair trading practices
• Transparent pricing and quotations
• Secure and compliant IT services
• Genuine hardware and software sourcing
• High standards of workmanship and professionalism
• Customer data protection and confidentiality
• Timely, reliable, and accountable service delivery

We aim to uphold industry best practices and exceed statutory obligations through quality-controlled processes.

3. Scope of Products and Services

This policy applies to all transactions related to:

IT Services & Solutions

• Technical support (remote & onsite)
• IT consulting and system architecture
• Network deployment, configuration, and optimisation
• Cybersecurity audits, monitoring, and risk assessments
• Cloud infrastructure setup and migration
• Backup & disaster recovery
• Managed IT Services (MSP)

Hardware Procurement & Installation

• Computers, laptops, servers, networking gear
• Peripherals, accessories, printers, and IT equipment
• Custom-built systems
• Enterprise networking and telecom hardware
• Onsite installation & configuration

Software Licensing & Digital Products

• Operating systems, productivity suites, cybersecurity tools
• Subscription-based software solutions
• License activation, setup, and compliance advisory

Web & Digital Services

• Website development, hosting, and maintenance
• SEO and analytics setup
• Cloudflare security and performance configuration
• Email systems and domain management
• ICT infrastructure strategy & digital transformation planning

4. Quotation, Pricing & Validity

• All quotations are provided in writing for transparency.
• Quotes are valid for 7–14 days, unless otherwise stated.
• Pricing may change due to supplier availability, manufacturer fluctuations, or currency changes.
• Any change will be communicated before proceeding.
• Custom orders require full or partial payment upfront.
• GST is applied to all applicable goods and services.

5. Order Process & Confirmation

An order is considered confirmed when:

• The customer approves the quote in writing, and
• Payment or deposit (if applicable) is received.

Cyberhaven Technologies will then begin procurement or service delivery.

6. Payment Terms & Invoicing

• Payments can be made via bank transfer, card, or approved online methods.
• Business accounts may receive 7, 14, or 30-day terms following credit assessment.
• Late payments may incur fees or service interruption.
• Hardware or software orders may require upfront payment due to supplier conditions.

7. Delivery, Installation & Service Timeframes

Cyberhaven Technologies strives to meet all delivery and service timelines.
However, timelines may vary due to:

• Supplier stock levels
• Freight delays
• Complexity of installations
• Environmental constraints
• Licensing or activation wait-times

Customers will be informed of any delays.

8. Software Licensing & Activation Terms

• All software provided is 100% genuine and sourced from authorised distributors.
• Some licenses (OEM/single-use) cannot be transferred.
• Activated software cannot be refunded.
• Cyberhaven Technologies is not liable for license deactivation caused by:
  • Customer misuse
  • Unauthorized system changes
  • Expired subscriptions
  • Hardware changes affecting licensing keys

9. Hardware Warranty & Replacement

All hardware is covered by manufacturer warranties unless otherwise specified.

Warranty Includes:

• Manufacturer defects
• Component failures within warranty period
• Repair or replacement based on manufacturer assessment

Warranty Excludes:

• Physical or accidental damage
• Liquid or impact damage
• Third-party repair interference
• Data loss
• Misuse, overheating, or modification

Cyberhaven Technologies will assist in warranty claim submission on behalf of the customer.

10. Returns & Refunds Policy

Hardware Returns:

• Faulty products may be repaired or replaced.
• Change-of-mind returns are not available for opened or used items.
• Custom orders cannot be refunded unless faulty.

Software Returns:

• Digital software, once activated or delivered, is non-refundable.

Service Refunds:

• Refunds for services are considered only when:
  • The service was not delivered at all, or
  • The service delivered was materially different from the agreement.

11. Customer Responsibilities

Customers must:

• Provide accurate system information
• Ensure safe and accessible working environments
• Backup important data before service
• Maintain legal and licensed software
• Follow security recommendations provided by Cyberhaven

Cyberhaven can assist with secure backups upon request.

12. Data Protection & Confidentiality

Cyberhaven Technologies takes data security seriously and follows strict protocols:

• Customer information is handled confidentially
• Access to devices is restricted to authorised technicians
• Data is never shared with third parties without customer approval or legal obligation
• Secure deletion practices are followed for sensitive information

13. Liability Limitations

Cyberhaven Technologies is not liable for:

• Data loss occurring during repair or installation
• Downtime due to software or hardware malfunctions
• Customer’s unauthorised modifications
• Third-party software limitations or bugs

Our liability is limited to the value of the service or product purchased.

14. Compliance & Ethical Conduct

Cyberhaven Technologies follows:

• Australian Consumer Law
• Manufacturer warranty standards
• Cybersecurity best practices
• Ethical procurement guidelines
• Privacy and data handling obligations

15. Policy Updates

Cyberhaven Technologies reserves the right to amend this trade policy at any time.
Revisions will be posted on our website and apply from their publication date.

16. Contact Information

Cyberhaven Technologies
Vstrah Pty Ltd – Trading as Cyberhaven Technologies
Level 1 153 Macquarie Street, Hobart TAS 7000 | GPO BOX 552, HOBART, 7001, TASMANIA.
+61 3 6164 8899
support@cyberhaven.com.au
www.cyberhaven.com.au