Frequently asked questions

Call us or send the booking form. Tell us what is going wrong and when suits you, and we'll get back to you to lock in a time. A Nerd then comes to your home or business.

We're based in Melbourne and we come to you. We cover a large area, so we don't have a shopfront or list a street address. Our service area is South East Melbourne, from Moorabbin and Glen Waverley out to Pakenham, and down to Frankston. If your suburb isn't on our list, ring us and ask. We may still be able to help.

Home visits are a $25 call-out fee plus $100 an hour, including GST, with a 1-hour minimum and then 30-minute blocks, so most visits start from $125. If a job needs parts or new hardware, we'll quote you first. Small businesses have separate rates, so please call or email us for those.

You can pay on the day by credit card or cash. If you need to cancel, a $49.95 fee applies when you cancel less than 24 hours before your booked time. There's no fee to reschedule.

Have the device and its charger handy, along with any passwords you know, such as your Wi-Fi, email and Apple or Microsoft account. If you have them written down, that helps. If you've lost them, tell us and we'll work through it with you.

If the computer still works and you can copy important files somewhere safe, go ahead. If you aren't sure how, leave it and let us know when you book. Please stop using a computer that's making clicking noises, because running it can make things worse.

No, we're an onsite service. Plenty of problems are easier to sort when someone can see the actual setup, and Wi-Fi, printers and hardware faults are good examples.

Yes. We work on Windows PCs and Macs, as well as iPhones, iPads and Android phones and tablets.

They stay yours. We only open what we need to for the job, and we'll ask before doing anything that touches your files. If a device has to leave your home, we'll explain why first. Our privacy policy has the details.

Yes, please, or arrange access for us. Someone over 18 needs to be there so we can ask questions, get an OK on any changes and show them what we did. Have any passwords or account details we'll need handy too.

We'll tell you straight, and explain your options in plain English. Sometimes a repair costs more than the computer is worth, and you should hear that before you spend the money. If we can't fix the problem you booked us for, you don't pay for the visit. Our About page sets out the Nerds2U Promise in full, including what it doesn't cover.

Yes. We look after the everyday IT that small businesses depend on: computers, email, Wi-Fi, printers and backups. See our small business page for the details.