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"It cannot be right in any industry where a user cannot quantify the scale, time or cost of a process".
It certainly can if you can't determine at the outset the key variables - namely the willingness of both sides to accept and act on professional advice and be willing to make reasonable compromises. Resolving disputes ultimately deriving from emotional issues cannot be likened to an mechanical industrial process and anyone who uses such terms for the service they hope to offer is likely to come unstuck. That is probably why the proposed fee seems so high - it's guarding against the unforeseeable unreasonable.