No Fix No Charge - How Our Promise Works
We diagnose. If we can't fix it, you owe nothing. Here's how we make this work.
No Fix No Charge Policy. Quick answer
You pay only for repairs that work. If we can't solve the problem you brought us, you owe nothing - diagnosis is free, the quote is free, and the device is returned to you in the same condition. This isn't marketing - it's how the workshop has operated since 2004.
What 'no fix no charge' actually means
- Free diagnosis: 30-60 minutes of senior-tech time, no obligation, no fee.
- Free quote: written, line-itemised, valid for 14 days.
- Free decline: don't like the quote? Take the device back, no charge.
- No success → no payment: if we accept the job, attempt the repair, and fail to solve the problem, you pay zero - including parts we ordered.
How it works (free diagnosis, optional repair)
- You walk in with the device, or send it by a courier you book.
- We diagnose - free, written report.
- We quote - fixed price, line-itemised.
- You decide - proceed, decline, or take more time.
- If you proceed and we succeed → you pay the agreed quote.
- If you proceed and we fail → you pay nothing.
Why we offer this
Confidence backed by data. Across 2024-2025 our acceptance-to-success rate was 96.3% on quoted jobs. The remaining 3.7% - devices with deeper damage than diagnosis revealed, or chip-level failures we couldn't source replacements for - get absorbed. The math works because:
- Our diagnosis is thorough enough to refuse jobs we can't do (we sometimes decline at quote stage).
- Our parts network rarely lets us down mid-repair.
- Two decades of pattern recognition catches edge cases before we commit.
What 'fix' means
"Fix" = your stated problem is resolved, demonstrably, in front of you (or via video if you sent the device by courier).
- "MacBook won't turn on" → MacBook turns on, boots, holds charge, runs Apple Diagnostics clean.
- "Screen has dead pixels" → screen has zero dead pixels post-replacement and passes 5-colour uniformity test.
- "Battery dies in 2 hours" → battery holds for the rated screen-on time at 50% brightness.
"We tried" is not a fix. If we attempted and failed, the policy applies.
Edge cases - partial fixes
What if we solve part of the problem but not all? One example we've handled this year:
- Liquid damage MacBook: customer reported "won't turn on, no charge". We restored boot but battery wouldn't hold. We charged for the logic-board work, refunded the battery line, and noted the new (separate) battery issue at workshop cost if they wanted to proceed.
Rule: you only pay for the work that succeeded against your stated need.
Why other shops don't offer this
They can't afford to. Pop-up shops with low volume and Tier 3 parts have failure rates high enough that no-fix-no-charge would bankrupt them. They charge a non-refundable "diagnosis fee" to cover their hit rate. It's a sign of low confidence.
When we'll honestly tell you to replace, not repair
Sometimes the right answer is "don't repair this". We'll tell you when:
- Repair cost > 60% of replacement cost AND device is > 5 years old.
- Logic board has cascade failures (one fix likely triggers next failure within months).
- Liquid damage corrosion has reached the SoC under-fill - successful boot is a coin flip.
- Model is end-of-software-life (e.g. Intel Mac that won't get macOS 27).
Can I check before I make the trip?
Yes. Send the fault and the serial number through the and we tell you what it looks like before you visit the Media City workshop. If you bring it in and we can't fix it, you take it home and pay nothing for our time.
Frequently asked questions
- No. We absorb the part cost. Our suppliers accept returns on most non-bespoke items, and bespoke items get used on a future similar repair. You pay zero.
- Within 7 days, we'll re-replace at no cost (with a different screen tier if you prefer). Beyond 7 days, the 3-month workmanship warranty on the screen applies - see warranty post.
- Partially - data recovery jobs carry a flat lab-time attempt fee (regardless of success), then the agreed recovery price only if data is actually recovered. Get a free quote online for the exact attempt fee. Data recovery has higher inherent failure rates so we cover lab-time only.
- If the new issue is related to our work, it's a warranty claim - free re-service. If it's unrelated (e.g. you fixed the screen, now the battery dies), it's a separate repair quoted normally with a 10% returning-customer discount.
- Only one thing: if the device was opened by another shop after our diagnosis but before our repair (we'd see the evidence). We need the device in the state we diagnosed.
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About the author
Usman is a senior technician at MacBook Repair Dubai, Dubai's longest-running Apple-only repair workshop (since 2004). Personally signs the QC checklist on every job leaving the bench.