1. General Information
1.1. In these terms and conditions, references to “Data Recovery Expert” relates to Data Recovery Expert LTD affiliate partners of Fields Associates Ltd. The term “Client” or “Customer” relates to any person, firm, company, or any other party that sends media to Data Recovery Expert for diagnostics or data recovery.
1.2. The word “Full” or phrase “Full Recovery”, when used in relation to the process of data recovery or the amount of data recovered relates solely to the amount of data that has been able to be recovered from the media and not to the amount of data originally contained on the media.
1.3. As part of its diagnostic process, Data Recovery Expert agrees to use its best commercial knowledge and expertise to determine the probability of and, where possible, the volume of recoverable data from the client’s media.
1.4. As part of its recovery process, Data Recovery Expert will endeavour to retrieve or replicate the maximum amount of data from the client’s media.
1.5. Data Recovery Expert’s days of business are defined as Monday to Friday, excluding any public holiday. Business hours are defined as 9.00AM to 5.30PM. Data Recovery services may be provided outside of these hours. Any diagnostic and/or recovery services provided outside of these hours shall be carried out at an agreed rate on a case-by-case basis.
1.6. Data Recovery Expert will use all reasonable endeavours to achieve reasonable response times. However, unless otherwise agreed, failure to achieve any response times is not a contractual obligation.
1.7 Media Dispatch and Collection Responsibility
Once the media has been dispatched to the designated postal address, it is the recipient’s responsibility to collect it from the postal office or courier service. We will notify the recipient of the dispatch, but any delay or failure to collect the media within the specified period is beyond our control. If the package is held by customs, the recipient is responsible for completing any necessary procedures for its release. We are unable to intervene in customs-related delays or refusals.
1.8 Uncollected Media
If the media is not collected from the postal office or courier and is subsequently returned to our laboratory, we reserve the right to dispose of it after a 7-day period without further notice. Disposal will involve destruction of the media. Once the media has been disposed of, it cannot be recovered under any circumstances. Requests for retrieval after disposal will not be accommodated.
1.9 No Liability for Uncollected or Disposed Media
We cannot be held responsible for any loss, damage, or inconvenience resulting from the failure to collect the media within the designated collection period. Once the media is returned to our lab and we have exercised our right to dispose of it, we are under no obligation to provide a replacement or refund. We will not be liable for any claims, disputes, or losses incurred due to the recipient’s failure to collect the media within the required timeframe.
1.10 Acknowledgement of Terms
By accepting the dispatch of the media, you agree to the above terms and acknowledge that you have read and understood our policy regarding uncollected media and its disposal. It is the recipient’s responsibility to ensure that the correct delivery details are provided at the time of return. We shall not be held liable for any issues arising from incorrect details.
2. Estimates, Quotations and Payments
2.1. All Fixed Price Quotations offered by Data Recovery Expert are valid for a period of seven days, unless otherwise agreed. After this period the quotation may alter without notification.
2.2. All prices quoted by representatives of Data Recovery Expert are exclusive of VAT (currently 20% of the total amount payable).
2.3. Acceptance of a quotation may be given in writing, verbally in person or via telephone, facsimile or electronic mail. Data Recovery Expert reserves the right not to commence any recovery work until approval is given.
2.4. In the event that the client decides not to proceed with the recovery of data, after approval has been given, Data Recovery Expert reserves the right to charge the client for any work and / or parts used to date. This charge is at the discretion of Data Recovery Expert and may be equal to, but not exceed, the total approved amount for the recovery process.
2.5. The client understands that payment is due in full upon completion of the data recovery process and prior to the release of data and/or original media (whether shipped, picked up or downloaded), unless otherwise agreed. Payment can be made via Credit/Debit card (VISA, MasterCard, American Express, Switch, Maestro, Electron etc), company or personal cheque or bank transfers. On occasions Data Recovery Expert may reserve the right to demand that any payment be cleared in full before the data is released to the client.
2.6. Data Recovery Expert reserves the right to charge interest and/or administration fees for any payments outstanding after the specified due date. The current interest rate charged by Data Recovery Expert is 1.5% for each month the payment is outstanding. The current rates charged for administration are as follows: late payment; £75 for each calendar month outstanding, £10 for each telephone communication regarding any outstanding balance, £30 for each letter issued regarding any outstanding balance and £10 for a copy of the original invoice. All amounts listed exclude VAT.
3. Confidentiality
3.1. As part of its confidentiality policy, Data Recovery Expert agrees not to disclose any/all information or data files supplied with, stored on, or recovered from client equipment except to employees or agents of Data Recovery Expert subject to confidentiality agreements or as required by law, without the consent of the client.
3.2. Data Recovery Expert agrees to only use authorised data recovery engineers, and that all media supplied to Data Recovery Expert will be stored in a secure manner at one of its premises. The client understands that the location of storage may not be the same as the location to which the media was originally shipped.
3.3. All data recovered from a client’s media is stored on offline storage devices in accordance with the Data Protection Act 2018.
4. Diagnostics and Recovery Processes
4.1. All diagnostic reports are provided to the client via telephone or electronic mail, unless otherwise agreed by a representative of Data Recovery Expert.
4.2. Due to the nature of data recovery, our technicians may be required to carry out physical work on the media/data/equipment made available to Data Recovery Expert. Therefore, the client acknowledges that:
4.2.1. the media/data/equipment is already damaged,
4.2.2. data recovery efforts may result in further damage to the media/data/equipment
4.2.3. the media/data/equipment warranties may become void, and
4.2.4. Data Recovery Expert is not responsible for this or any other type of damage.
4.3. The client is aware that on occasions, Data Recovery Expert may be required to use additional media to continue with the diagnostic phase and/or carry out its recovery efforts. Examples of this include, but are not limited to, spare parts for disk drives and specific adaptors or connectors. Data Recovery Expert reserves the right to charge the client for such additional media at an agreed cost.
4.4. On rare occasions, Data Recovery Expert may require the client to cover some of the cost of attempting the recovery. This request will only apply when the recovery is complex or when severe damage has occurred and only as a no-obligation, fixed price quotation, and is not offered as part of Data Recovery Expert’s “no recovery, no fee” service.
4.5. Data Recovery Expert agrees that any payment for a recovery will only be processed in the event that data is successfully recovered from the client’s media. The client understands that due to the complex nature of data recovery, it is not always possible to recover all the information from the client’s media. Data Recovery Expert makes no provisions for the completeness, relevance or importance of the data recovered for the client unless otherwise agreed in writing by Data Recovery Expert and the client.
4.6. Data Recovery Expert reserves the right to send or redirect any equipment or media received at any of our premises to the most suitable location for data recovery. This includes making use of affiliate or parent company laboratory facilities. In these instances, Data Recovery Expert will use a courier for the transport of the media or equipment. The client agrees that a) Data Recovery Expert will assume the costs of this transportation and b) Data Recovery Expert are not responsible for any damage or loss to any items transported as part of the overall aim to recover the client’s lost data.
5. Performance, Delivery & Carriage
5.1. Data Recovery Expert will return all recovered data using suitable media. For recovered data under 500GB, Data Recovery Expert will deliver the data exclusively via Dropbox download. No physical media will be provided for data under this limit. For data exceeding 500GB, Data Recovery Expert reserves the right to either charge the client an agreed amount for providing the data on replacement media (such as an external hard drive), or to refuse to supply such media if no agreement is reached. Any charges for replacement media are in addition to the agreed data recovery service costs unless otherwise confirmed in writing by an authorised representative of Data Recovery Expert.
5.2. All data recovered by Data Recovery Expert is returned to the client via a next day traceable service. Examples of this include, but are not limited to, DHL, UPS, or Royal Mail Tracked. However, other arrangements for the return of client’s data may be arranged. On occasions Data Recovery Expert reserves the right to charge the client for the postal service provided and any associated administration fees. This charge is in addition to the charge agreed for the data recovery process.
5.3. Data Recovery Expert holds no responsibility for delays caused as a result of the postal network. In these circumstances no compensation will be given for loss of profits, inconvenience etc., unless previously agreed by Data Recovery Expert.
5.4. The client agrees to inspect or to procure to inspect the goods delivered at the earliest opportunity after delivery or attempted delivery and in any event within five calendar days of delivery or attempted delivery. Any claims for shortfall in delivery of goods or claims that the goods do not comply with the order agreed with Data Recovery Expert, must be notified in writing within seven days from date of dispatch. Claims made outside of this time period may only be resolved at the discretion of Data Recovery Expert.
5.5. Data Recovery Expert will retain a copy of your recovered data for a period of seven days from the date of dispatch. During this period Data Recovery Expert will answer any queries concerning the recovered data and, if required, provide further copies. On occasions, with the client's consent, Data Recovery Expert may retain a copy of your recovered data and/or digital image beyond this point. In circumstances such as these, Data Recovery Expert reserves the right to charge a fee for duplicate copies of data, data storage, management and security.
5.6. The client and Data Recovery Expert agree that the sole and exclusive remedy for any unsatisfactory work shall be at Data Recovery Expert’s discretion. Data Recovery Expert reserves the right to either (a) try additional attempts by Data Recovery Expert’s engineer to remedy any unsatisfactory work, or (b) to refund the amount paid by the client in full or part.
5.7. All media sent to Data Recovery Expert for data recovery may be retained within one of its international offices for a period of up to fourteen days after completion of the data recovery service. As per our 'Return Drive Policy' you may request the return of your media within 28 days of us receiving your drive. The client understands that the delivery timeframes provided are calculated from the date of recovery plus fourteen days. Please see our Return Drive Policy for full details.
5.8. The client understands that all media which is returned via our free return service is provided by standard postal service and this service is non-traceable. Data Recovery Expert holds no responsibility for any media lost or damaged within the postal network. The client understands that this is a 21-day service, calculated as indicated in 5.7.
5.9. The client understands that Data Recovery Expert does not offer any guarantees or warranties of any kind and that the extent of any Data Recovery Expert’s liability to the client is strictly limited to the fees you pay Data Recovery Expert for its data recovery service.
6. Data Integrity
6.1. The client accepts that Data Recovery Expert will not examine the contents of any file contained on the media supplied to them.
6.2. Data Recovery Expert gives an integrity percentage of any data recovered. This is an estimate only and is derived using specialist software that performs a file signature verification process. This is where the recovered files' signatures are matched against their extension. This process does not guarantee the level of integrity and may vary depending on various factors including, but not limited to, the file type and whether or not it is encrypted. The percentage given is an estimate only.
6.3. Data Recovery Expert accepts no responsibility or liability whatsoever for the contents, integrity, functionality, corruption or usefulness of the data recovered.
6.4. Whilst every effort is made to recover as much data as possible from any media received and any specific files requested by the client, the recovery process is such that it is not specific and the sale of data is generic and based purely on the amount of data recovered and the labour in recovering that data. Therefore, should the client wish to know what files have been recovered, they should request a file list from their account manager in writing or by email. This is the client's responsibility, and a file list will not be provided unless requested from Data Recovery Expert in writing or by email by the client. The file list shows the files recovered. Data Recovery Expert gives no guarantee as to the integrity of the data shown on the file list or any other data recovered.
7. Legality
7.1. The client agrees that all media and its content provided to Data Recovery Expert is legal and the lawful possession of the client and that the client has the legal right to request data recovery services, as described under the Laws of England and Wales.
These Terms and Conditions were last modified on 27th May 2022.