The "no fix, no fee" policy only applies to home users and not to business users.
We are confident in our abilities and want you to try our services with a view to becoming a customer for many years to come. For this reason we make a simple no fix no fee offer to our potential customers.
Our No-Fix-No-Fee policy means that if the engineer does not possess the necessary technical knowledge or ability to resolve the problem or effect the repair, then no charge is made to the customer. The call out fee does still apply.
Exceptions
If the engineer is able to resolve the problem or effect the repair, but is only prevented from doing so by the customer requesting the engineer not to proceed with the work, then the customer is charged for the engineer's time spent to that point.
If the engineer is able to resolve the problem or effect the repair, but is only prevented from doing so because the customer does not possess the required software CD-Rom, Product Key, Username or Password, then the customer is charged for the engineer's time spent to that point.
If the engineer provides a clear and precise diagnosis of a failed component and the customer decides not to proceed with the replacement of the component, then the customer is charged for the engineer's time spent to that point. The policy does not apply to work related to computer virus problems or to cases in which the computer has been struck by lightning or similar power surge.
If the technician diagnoses a fault with the customer’s ISP (Internet Service Provider), even when the IPS denies any fault, the customer will be charged the standard rates for the time spent on-site
In certain circumstances we may need to take the computer back to our workshop for further diagnosis and/or repair. In this case we will provide an estimate of the total repair cost based on our standard call out rate, parts required and any additional workshop hours. If the customer declines this offer then we will charge the standard call out rate and any additional time spent up to that point