‘All work is billable’ is an industry-standard term that means customers should expect to pay for services, time and expertise, regardless of the equipment, situation or outcome.

It’s perhaps worth noting that our outcomes are consistently among the most positive in the industry. That said, not all equipment can be saved within a given budget or timeframe. Some equipment will not be viable to repair, and some I will refuse due to poor condition, for example. Naturally, these outcomes don’t disqualify any work done or needed to achieve those understandings; hence, all work is billable.

This concept ties in with a related FAQ you may wish to read. The key understandings here are:

1. Equipment condition, faults and issues are naturally not our responsibility, but we always do our best to help.
2. We generally won’t know if problems are solvable without investing time, energy and expertise to find out.
3. Like most, I don’t work for free and therefore my time, energy and expertise must be paid for.

This concept is generally well understood and applies across all professions, from accountant to zoologist. Here’s an example:

You’re sick, you go to the doctor, they examine you, and prescribe some medication. The doctor was professional and thorough, but you remain sick. Do you need another visit? Do you have a resistant bacterium or virus? Who knows, but the doctor’s time and expertise must, of course, be paid for.

We will always do our best to assist those seeking our help. We occasionally undertake small amounts of pro bono work for our most valued customers, too. This is situation-dependent and should never be expected, however.