Diagnosis fees
We do not ordinarily charge a fee for diagnosis. However, on very rare occasions it has been necessary for us to request that you agree to cover certain costs before proceeding. These costs will be made clear to you, and you are under no obligation to continue with the diagnosis or recovery if the costs are not acceptable. These requests generally concern only very complex recoveries or data conversions in which we will incur direct and unusually high costs in obtaining rare or expensive components.
Once we have diagnosed your storage device, we will provide you with a firm quotation. Once you have accepted the quotation, we will proceed with the recovery.
Corrupt Data
It has to be accepted that there is generally a chance of some degree of file corruption as a result of media / storage device failure. We will send you a file listing (where necessary) of all potentially recoverable data. However, the presence of a file in a listing is only an indicator that a file may be retrievable, and does not guarantee that the file is not corrupt. As such, the onus is on you to ensure that we know which data is important so that it can be checked prior to despatch. Your approval of the file listing and requested subsequent checks by us will form a binding agreement that you are satisfied with the recovery.
Once you have received the recovered data, we will keep an original copy of it for a period of seven days, unless you specify otherwise.
Verification of data
Once you have received the recovered data, following approval of the file listing, as well as our own basic verification of randomly selected files and any highlighted by you, we cannot offer any refunds. However, if it can be shown within seven days of receipt of the recovered data that we have made an error that has a significant impact on the expected quality of the recovered data, we will consider a partial or full refund. Following the seven day period, we will assume you are satisfied with the recovery and we will destroy the copy we hold. We can then not be held liable for any missing or corrupt data.
Questionable Content
We accept that many computers can contain data or images that some people will find offensive. Spyware is often responsible for placing this content on a user’s computer. Sometimes the recovery process will reveal files that may even have belonged to a previous owner. We cannot be held liable for the recovery of these files and for any potential embarrassment they may cause. If you are concerned about this, please request that all questionable content or material of an adult nature be scrubbed. If the process is likely to take up considerable extra time, we will ask you to pay a fee towards the removal of it, as it can be a time – consuming exercise. Even then, we cannot be held responsible for content that we might miss.
Return of recovered data
We will copy up to 20GB of recovered data onto DVD at no additional charge. For recoveries exceeding these limits, you may send us a drive onto which the data can be copied, or we can provide a suitable device – at additional cost – for the return of your data.
When returning data within the UK, we normally use Royal Mail Special Delivery for items up to 10KG. For items over 2KG and up to 10KG, we will charge an additional £15.00 plus VAT for delivery. Items weighing in excess of 10KG will be returned by a means agreed by us.
When returning international recoveries, we use an expedited, trackable service where possible. This service is not available in all countries. We cannot be held liable for the loss of or damage to your data or device caused by the postal service, nor can we be held responsible for delays with the postal system.
Other
We work to provide a service for you, and our clients are valuable to us. Although our working procedures are strict, we always try to be flexible to fit in with your requirements. We are here to help you, and we strive to maintain the highest level of service standards and customer care possible.
