We pride ourselves in offering a service which goes above and beyond what you might usually expect. We lead with a can-do attitude where nothing is too much trouble and there's not a lot we haven't seen before. And we love nothing more than delighting our customers in an otherwise world of 'computer says no'. But to keep providing this service we need to respect the time these processes can take our dedicated staff. We have always provided clear and up-front pricing and go to great lengths to avoid any nasty surprises with billing. Our standard service will always include many bells and whistles you might not get at competitors. But for some things, when they take a disproportionate amount of time, we might need to charge extra for these. Here's some information to explain it. It's mostly common sense and 99% of customers understand. But we feel it's right to be transparent and upfront in case you are affected in any way. As ever, if unsure, please ask!