We offer a number of services at hourly rates. Each service has its own rate but they otherwise work the same way.

Advance Payment #

All of our hour bank services must be paid in advance. We will not start working before receiving full payment.

We typically recommend purchasing multiple hours, or consulting with us beforehand to get a rough estimate of how much time might be needed. Note that you can always refund unused hours that haven’t expired, as detailed in the Refunds and Expiration section below.

Bulk Discounts #

We offer bulk discounts on larger hour banks.

• 20 hours at 5% off
• 40 hours at 10% off

The bulk discounts are calculated separately for each purchase. For example, two 10-hour banks in two separate transactions do not benefit from the 20-hour bulk discount.

Rounding #

Each hour is dedicated to a single task. We round up to the nearest hour for each task. Here are a few illustrative examples:

• If a task takes 20 minutes, we count 1 hour.
• If a task takes 1:20 hours to build, we count 2 hours.
• If two tasks take 30 minutes each to build, we count 2 hours.
• If one task takes 1:20 hours and the second takes 20 minutes, we count 2 hours for the first task and 1 hour for the second task, for a total of 3 hours.

We round the hours in this way because tasks often have significant additional overhead that is difficult to quantify. For example, it often takes a while to get the right connection info even before we’ve started working on an issue. As another example, many tasks are completed in multiple sessions due to the inevitable lag in conversations with support. This method better reflects the time and effort it takes to perform tasks efficiently without cutting corners.

Urgent Tasks #

Urgent tasks use up twice the number of hours.

We will always notify you of this in advance and will not start the task without your express written permission.

Refunds and Expiration #

Unused hours expire 90 days from the date of purchase. Before they expire, they can be refunded. Expired hours are not refundable. Used hours are not refundable.

When refunding unused hours, the refund amount is calculated based on the rate that would have been paid if the refunded hours hadn’t been purchased to begin with.

For example, suppose the hourly rate for a particular service is $100 and you purchase a 10-hour bank. You’ll get a bulk discount of 5%, so the discounted hourly rate becomes $95. Instead of $1000 total, you’ll end up paying only $950. But if you later refund 2 of those hours, your hour bank will drop down to 8 hours and you’ll retroactively lose the bulk discount. 8 hours at $100 per hour cost $800, so we’ll refund you $150.