Service Policies

These policies apply to work under our service plans, flat fee services and hourly services.

Policy	Service plans	Flat fee	Hourly
Response times	Based on the work week, Monday to Friday, 9 AM to 5 PM.
Labor rate	Labor not covered by the plan is billed at the discounted service plan rate.	The fixed fee for the service.	Our standard hourly rate.
Minimum charge	Minimum charge for labor and travel on on-site work not covered by the plan.	Minimum fee for labor and travel.	Minimum charge for labor and travel.
Cancellations	24 hours' notice required, otherwise a late cancellation fee applies.	24 hours' notice required, otherwise half the minimum fee is invoiced.	24 hours' notice required, otherwise half the minimum charge is invoiced.
Payment	Due on completion of services unless otherwise agreed.
Weekday after hours (commercial clients)	1.5× the service plan rate.	1.5× the fee.	1.5× the standard rate.
Weekends and holidays (commercial clients)	2× the service plan rate.	2× the fee.	2× the standard rate.
Same-day emergency service	Available for a flat emergency fee plus charges for the services provided.
Travel	No travel charges.	Half of travel time is billed at the full hourly rate for on-site work.	Half of travel time is billed at the full hourly rate for on-site work.