Our No-Fix-No-Fee policy means that if the engineer does not possess the necessary technical knowledge or ability to identify or resolve the problem or effect the repair, then no charge is made to the customer.

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 or Product Key, 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.

With internet connectivity related problems, the customer is to ensure that their ISP has confirmed that broadband line is active. Should the engineer find the repair is not possible due to a fault with the ADSL line or ISP, 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. Clearly there will be time when we cannot perform the impossible such as find obsolete components or resurrect PC's that have been run over by a truck!