Smartmates Time-Based Billing
At Smartmates, we believe in working with transparency, fairness, and mutual respect. Our Time-Based Billing Model outlines how we charge for the expert time, focus, and input that drive your project forward. This guide helps you understand how our consultancy operates, from billing practices to scope changes, so you can engage with clarity and confidence at every stage of your journey with us.
Understanding Our Time-Based Billing Model
At Smartmates, we operate as a time-based consultancy. That means our clients pay for our expertise, focus, and availability by the minute, not for fixed deliverables or guaranteed outcomes. To support clarity and protect mutual trust, here is exactly what that means in practice:
1. We bill for time, not results or promises
Clients pay for our expertise and effort. Project plans are high-level estimates, not fixed-price guarantees.
2. Educated estimates are not fixed quotes
Our estimates are forecasts based on experience and best judgment, but we cannot predict every detail in advance. Timeframes and therefore billable fees may shift due to complexity, client changes, or unforeseen technical challenges.
3. Scope evolves, and so does billing
If work takes longer than estimated, the additional time is billable. Clients may need to top up their balance to continue the project.
4. Deliverables listed are goals, not guarantees
Deliverables listed are goals, not guarantees. Items in a plan, such as X, Y, or Z, are intended as objectives, not fixed commitments. If time runs out before completion, additional credit is required to continue the work.
5. Clients are responsible for reviewing Smartmates Statements
If no concerns are raised within 3 business days, the statement is deemed accepted. Prompt feedback is essential so any issues can be addressed as they arise, rather than at the end of the project. This protects both parties and helps avoid disputes over time entries, work performed, or costs later on. Clients should review and raise any questions immediately after statements are provided.
6. No freebies
No freebies. Every task is billable — emails, calls, meetings, fixes, and ideas. Our time is our business; it’s what we sell. Time is billed per team member involved, in 6-minute increments.
7. Strategic input is billable
Strategic input is billable. Consulting, planning, and solution design are expert services and are billed accordingly.
8. Unplanned delays are shared responsibility
Project delays often stem from client-side issues such as late feedback, unclear or evolving requirements, system changers or access issues. Managing the impact of these delays are billable.
9. Scope change equals new billing
If your requirements shift from the original estimate, or if further investigation is needed, our time is billable. Any additional work, including time spent scoping, investigating, or implementing the change is billable, even if seemingly minor.
10. Bug fixing is a normal, billable part of development
Fixing bugs is part of iterative development and not considered Smartmates’ fault or a reason to pause billing.
11. We are not liable for third-party platform errors including Zoho and Hubspot
Time spent diagnosing or addressing limitations in integrations and platforms like Zoho and Hubspot is still billable.
12. Time pressure is not a discount trigger
Time pressure is not a discount trigger. Urgency does not justify free work or reduced billing. We always do our best to work efficiently. However, we expressly deny any liability for deadlines in our estimates that are not met.
13. Expecting unpaid expertise contradicts our model
Smartmates is a consultancy built on sharing expertise, guidance, and hands‑on implementation. Providing advice, designing solutions, answering questions, and investigating options all require time and expertise. These are valuable components of our service and are therefore billable under our time-based model.
14. We reserve the right to walk away from misaligned clients
We believe that successful projects come from a foundation of mutual respect, clear communication, and positive working relationships. If we encounter consistently unrealistic expectations, disrespectful behaviour, or other signs of a misaligned partnership, we reserve the right to end the engagement. In such cases, any remaining prepaid credit may be refunded at our discretion.
15. Your Success is our goal
Our transparent, time-based model is built to support you at every stage. We are committed to working in close partnership with you, responding proactively as your needs evolve. We value your trust and look forward to achieving great outcomes together, thank you for choosing Smartmates.
Questions? We’re Here to Help
Reach out at anytime. We’re always happy to explain our approach so we can continue working together with respect, clarity, and shared momentum.