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.

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.

The policy does not apply to work related to computer virus or spyware problems or to cases in which the computer has been struck by lightning.