Where should I send my hard drive?

If you already have a job number, you can send your hard drive to us. If you do not have a job number, please call or email beforehand, so we can identify your hard drive on receipt.Before sending your media, please ensure you have read our terms and conditions

What should I include with my hard drive?

All we need is the job number and completed enquiry form that you were emailed. However it is useful to include your name, address, telephone and email. If you already have a backup hard drive, please include this as well.

How long will the data recovery take?

Typically it can take 3 to 5 working days, but if it is extremely complicated, it could take longer.

How will I know if the recovery has been successful?

You will be emailed a file listing of recoverable files to check. Although these have been verified for errors, if you would like us to check the integrity of specific files, we can do this independently.

How is my data returned?

For recoveries up to 64Gb we generally return data on a memory stick free of charge. Otherwise we can offer you a replacement external hard drive. Alternatively, you can send us your own back up media. We also offer FTP data transfer. Please read our returns policy which details the shipping services available and media returns process.

How much will it cost?

When we send you a file listing we will also send you the quote. This is no obligation and if you decide not to proceed there is no charge and we will return your hard drive free of charge. We are unable to give exact pricing before we know what work is required to fix your hard drive and recover the data. However your consultant may be able to give you typical pricing beforehand based on the symptoms you describe to them.

Are there any upfront costs?

There are no upfront costs and the diagnosis is free in 80% of instances. Where there is a slim chance of data recovery and we need to invest in donor parts to attempt the recovery, we may ask for an upfront payment to cover the cost of these parts. This is a voluntary payment and there is absolutely no obligation. If after this upfront payment we are subsequently unable to recover your data and another data recovery company provides a different assessment to ours we will refund this payment in full. Read our terms and conditions for details of upfront costs. 

Is it cheaper if I only need a few files?

The work to recover all the data is the same as the work required to recover individual files. This is because we must first repair the hard drive from donor parts, before imaging the platter surfaces. Hence the price is the same regardless.

Will my media be returned in exactly the same condition?

We do attempt to rebuild your media if our quote is declined and you are seeking a second opinion. There are times when it is better if we return the components, especially with intricate devices such as USB flash media as reassembling could compromise a second recovery.

Will data recovery invalidate my warranty?

If you provide evidence of data recovery or an engineering report from us, most manufacturers will honour any warranty even where the warranty seals are broken and the chassis has been opened. 

How do I handle electronic evidence?

The Association of Chief Police Officers (ACPO) publish guidelines for handling electronic evidence and it is important that these are strictly adhered to.