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

‘All work is billable’ is an industry standard term, and it’s 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, and some equipment will not be viable to repair. Naturally, these outcomes don’t disqualify the work done or needed to achieve that understanding; 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 not our responsibility, but we will 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 everyone else, I don’t work for free and therefore my time, energy and expertise must be paid for.

This straightforward 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 we know one thing: the doctor’s time and expertise are not somehow null and void because a patient remains unwell. They must, of course, be paid for.

We will always do our best to assist those seeking our help. We occasionally do pro bono work for our most valued customers, too, but this is situation-dependent and should never be expected, and always appreciated!