NO FIX NO FEE POLICY

Last updated March 12, 2020   

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 carry out the repair, then no charge is made to the customer.

If you, the customer decides not to proceed:

If the fault or problem has been successfully diagnosed and a solution offered, but you decide not to proceed for any reason, a charge will be made for time spent on-site up until that point plus any applicable call out fee that was quoted when the original booking was made.

What if I don’t have something?

If the fault or problem has been successfully diagnosed and a solution offered but you are unable to provide the engineer with any required items or information, you will be charged for time spent on-site up until that point plus any applicable call out fee that was quoted when the original booking was made.

This includes, but is not limited to:

• Software disks or original installation files
• Software licenses, product key codes or serial numbers
• Local system passwords or login credentials for any required third party services such as e-mail services (Microsoft, Gmail etc)
• Encryption keys, passwords, or recovery keys required during the course of a repair or for the purpose of recovering data from an encrypted drive or volume

If the customer has lost or forgotten any user passwords required to access one or more Windows user accounts, proof of ownership of the device will also be required by the engineer before work can proceed. In the case that the customer is unable to provide proof of ownership, you will be charged for time spent on-site up until that point plus any applicable call out fee that was quoted when the original booking was made.

Third Party Issues

If we are able to identify that one or more issues are the result of a third party company or service and resolution of the identified issues are out of our control, you will be charged for time spent on-site up until that point plus any applicable call out fee that was quoted when the original booking was made.

This includes, but is not limited to:

• Internet service, broadband issues or telephone line faults outside of the customers property up to and including the master telephone socket or point of entry
• E-mail or cloud services which are not provided by Worcester I.T. Services

The policy does not apply in the following cases:

The engineer is able to resolve the problem or carry out the repair, but is prevented from doing so by the customer requesting the engineer not to proceed with the work.

The engineer is able to resolve the problem or carry out the repair, but is prevented from doing so because the customer does not possess the required software disks, product keys, system passwords or other necessary items which may be required.

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 for any reason.

The policy does not apply to work related to third-party issues, computer virus or spyware problems or lightening damage or power surges.