How Billing Works

Transparent, verifiable, and straightforward. Just as it should be.

Schedule a call Start onboarding

The Billing Lifecycle

Four steps, fully tracked

1

En-Route

Live location visible throughout the journey. Billable hours have not started.

2

Check-In

Exact GPS check-in location recorded. Billable hours commence.

3

On-Site

Work carried out with live photo updates and communication.

4

Check-Out

Exact GPS check-out location recorded. Billable hours stop.

Billing Policies

Clear rules, no surprises

Hourly Buffer

Small buffer at the end of each billable hour
You won't be charged for minor overruns

Expenses & Receipts

All expenses recorded with receipts
Available on request at any time
Parking and tolls charged at cost

Estimates & NTE Limits

Every estimate includes a Not To Exceed limit
If the NTE proves inadequate on-site, we contact you for explicit approval before proceeding

You Pay for Actual Hours

Estimates are estimates. Work can complete under estimate
You are only billed for actual, verifiable hours worked

No VAT

We are not VAT registered
The price quoted is the price you pay

Per-Engineer Billing

1-hour minimum per engineer
2 engineers = 2 minimum hours billable

Cancellation Policy

5+ days' notice — no charge
3–5 days' notice — 50% of estimated hours
Less than 3 days — 100% of estimated hours

No Surcharges

Same rate at 2am as at 2pm
No out-of-hours, weekend, or bank holiday premiums

Other Charges

What else might appear on an invoice

Materials Orders

Cables, patch leads, and consumables ordered on your behalf
Payable in full upfront, billed separately from labour

Parking & Tolls

Charged at cost where applicable
Receipts available on request

Warehouse Storage

We hold your spare kit so your engineer can pull it on visit day
Two lines on your monthly invoice: daily standing charge and storage usage charge
Launch pricing from £1/m³·day storage + £1/day standing — see details

Travel Beyond Manchester

Sites outside Greater Manchester may incur travel expenses
Agreed in advance — never a surprise on the invoice

Work Order Types

Two ways to engage — same billing model

Standard Work Orders

Planned work scheduled in advance
Estimate and NTE limit agreed before work begins
50% of estimated hours may be required upfront

Priority

Urgent Work Orders

Short-notice and emergency call-outs
Same hourly rate — no emergency surcharges
50% of estimated hours may be required upfront
Available to onboarded clients with a signed MSA

Payment & Invoicing

Per-job invoicing, simple terms

Payment Terms

Invoiced per job on completion
Net 7 days
BACS payment only

Prepayment

50% of estimated hours may be required upfront
Materials payable in full upfront

Late Payment

£25 administration charge plus interest at 8% above Bank of England base rate
Services may be suspended after 7 days overdue

Disputes

Raise via Work Order messaging or your account manager
Line items may be refunded or credit notes issued

Built Into the Smart Hands Portal

Everything on this page isn't just policy — it's enforced by the software you use to manage your work.

GPS check-in/check-out recorded automatically on every visit
NTE limits attached to every estimate — visible before you approve
Live messaging and photo updates during every visit
Full audit trail — every work order, estimate, and visit logged

Go to Portal Read more about the Portal

FAQs

Billing detail, in plain language

What is the minimum charge?

One hour per engineer. A single-engineer visit is £95 minimum; a two-engineer visit is £190 minimum.

How does the hourly buffer work?

There is a buffer at the end of each billable hour. If work finishes within that buffer, you are not charged for the next hour.

What happens when work exceeds the NTE limit?

We stop and contact you. Additional work only proceeds with your explicit approval via the Portal or in writing. You are never billed beyond the NTE without prior agreement.

How does cancellation work?

Five or more days' notice: no charge. Three to five days: 50% of estimated hours. Less than three days: 100% of estimated hours. Any prepayment for materials already purchased is non-refundable, and a £25 administration fee applies.

What are the payment terms?

Invoices are issued per job on completion with net 7 day terms. Payment is by BACS only. 50% of estimated hours may be required upfront, and materials are payable in full upfront.

How do I dispute a charge?

Raise it via Work Order messaging in the Portal or contact your account manager directly. Disputed line items may be refunded or credit notes issued.

Do you offer monthly accounts or retainers?

Yes. We offer retainer plans that give you a monthly allowance of services at lower rates, with a fixed monthly fee. Work is still invoiced per job but benefits from retainer pricing, and any usage within your allowance is automatically credited. Speak to your account manager to find the right plan for your needs.

Is the rate negotiable?

Yes. We offer retainers, discounted day-rates for planned work, and negotiated rates for larger projects and higher-volume accounts. Start the conversation during onboarding.