The data recovery process: what happens when my device reaches you?
Every attempt you make can turn recoverable data into data that can no longer be recovered.
When your device reaches us, a free analysis is carried out first. We send you the price and the time in writing; if you do not accept the quote, you get your device back without paying. In cases where it cannot be foreseen at which stage the data will become reachable, the price may be set after the data has been recovered, based on the time and resources spent on the work. In that case you are under no obligation to pay. Not every case falls within the free analysis scope. For requests outside the free analysis scope, you receive written information about the analysis fee before any work begins. Work starts after your approval. You can follow every stage in the job tracking system.
The process, step by step
| Step | What happens? | What we need from you |
|---|---|---|
| 1. Request and handover | We receive your request and send you information about it. You can book an appointment and hand the device over at our office. You can also send your device to us by a shipping company or by courier. To request an appointment, write to us on WhatsApp with the day and time you would like to come. | Stop using the device; tell us the brand, model and symptom |
| 2. Analysis | An analysis is carried out to identify the fault and to inform you based on what the rest of the process is expected to involve. In cases where it cannot be foreseen at which stage the data will become reachable, the price may be set after the data has been recovered, based on the time and resources spent on the work. In that case you are under no obligation to pay. Not every case falls within the free analysis scope. For requests outside the free analysis scope, you receive written information about the analysis fee before any work begins. Work starts after your approval. You can follow every stage in the job tracking system. | Wait |
| 3. Quote | The price and the time are sent to you in writing. | Accept or decline the quote |
| 4. Recovery | Work starts with your approval. Standard jobs take 10 business days on average, urgent jobs 24 business hours on average. The actual time depends on the type of fault, sourcing the parts needed and the capacity of the disk. Some jobs are completed within a few hours, while others can take months. | Follow it in the job tracking system |
| 5. Delivery | The recovered data is delivered on a disk, flash drive, memory card or via an encrypted cloud space. | Check the data |
What is done during the analysis?
We look at the hardware condition of the device and the area where the data is stored. We then tell you in writing what can be recovered, how long it will take and the price. For some requests the analysis may fall outside the free scope; in that case the fee is communicated to you when you make your request.
What happens if you do not accept the quote?
You get your device back without paying. The quote does not bind you, and recovery does not start without your approval. We explain how the price is set on our pricing page.
How do you receive your data?
The recovered data is handed over on a disk, flash drive or memory card. If you prefer, we can also deliver it through an encrypted cloud space. If you want us to permanently destroy the data on your device, we can do that too.
How do you follow the status of the job?
You can see which stage your device is at 24/7 in our job tracking system. For details on timing, see the how long does data recovery take page.
What information should you have when you apply?
- The brand, model and capacity of the device
- What happened and when
- The folders or files that matter most to recover
- What has been tried before
- For NAS and RAID, the disk bay order and the RAID type
Can the data always be recovered?
No. Recovering all of the data is not possible on every device. Depending on the type of damage and the condition of the device, some or all of the data may not be recoverable. We cannot know the outcome without carrying out an analysis. After the analysis, you will be informed about the situation.
Frequently asked questions
Do I have to bring the device to the office?
Our address and opening hours are on our contact page. To find out how you can get the device to us, write to us on WhatsApp or call our landline.
How do I find out the result of the analysis?
The price, the time and what can be recovered are sent to you in writing. You can follow the status and see the updates in the job tracking system.
Do I pay anything if I don't accept the quote?
No. If you do not accept the quote after the analysis, you get your device back without paying. For some requests the analysis may fall outside the free scope; in that case the fee is communicated to you when you make your request.
Let's assess your situation together: call 0212 909 56 19 or write to us on WhatsApp. See our contact page for the address and opening hours.
If you are not sure what to do, call us first
Tell us about your situation and we will tell you what to do as a first step.