Sending your device to us, you are in agreement with the conditions listed below:
- You confirm and agree that you are the owner, legal custodian or the duly authorized agent of the owner of the data or property submitted to us.
- You understand that in cases where it is possible, we will return the original drives or equipment in working conditions.
- However, if physical labor is required, we will use parts from the other compatible RAID membersto speed up the recovery turnaround.
- If no compatible members are presents and we don't have parts in our inventory, we will need to order and this process might extend the whole process.
Authorization for Services
- By sending us data, equipment or materials, you expressly agree to authorize full evaluation of these items, including authorization to transport, receive, and perform the evaluation, diagnostic research, repair and recovery services to extract the data contained within.
- You agree and authorize The RAID Specialist to recover the data in question using any means and resources necessary.
Online Quote
- The online quoting is a method we created to make easier to identify, quote and send your defective device for data recovery. It doesn't mean that the price shown will be your final price. It's only an estimate.
- The price might change if the customer selected an option that does not accurately describe the real scenario, or if it has a different diagnosis.
E-mail Quote
- After we receive your device in our lab, we will inspect it and assess the complexity of your case. After inspection, we will send you a formal quote by email and this quote needs to be digitally signed to move forward with the recovery.
- The quote will be the same as the online quote if the selected problem matches with the real problem.
Rush/Emergency Service
- We will start working on your case immediatelly after receiving your approval. We don't charge extra to expedite your case. All cases are considered HIGH priority, unless otherwise stated.
- Discounts are offered for non-emergency cases to ensure a balanced and timely fulfillment of all requests.
Encrypted Disks
- There is no way to access your data without the ecnryption key. If you don't have the encryption key, we cannot access to your data.
Proof of recovery
- After recovering your data, we will send a file list or any other proof of recovery before sending your invoice.
Security, Confidentiality and Non-Disclosure Agreement
- We warrant that it will use the storage media only for the purposes of fulfilling this work engagement.
- Once we receive your media, we will safeguard the privacy of your data, and we have a very strict internal policy to assure discretion to all data from our clients.
- A NDA is available to all customers, per request.
- This confidentiality agreement may be breached by our company at any time when the customer's data is found to contain data such as child pornography or any information that may be relevant to the United States national security.
Partial Recovery
- If we are not able to recover all your data, we may offer you a partial recovery for a discounted price.
- The discount depends on how much data is extracted and how good the data is.
Cancelation after Approval
- Should you choose to cancel your request AFTER providing approval but BEFORE the completion of your case, a fee of 20% of the quoted labor price, plus return shipping costs, will be applied.
- Once your data has been successfully recovered, cancellation of your request is not possible. To initiate the return of your disks, it is essential to complete the payment in full.
- Failure to pay for the service will result in the non-release of your disks.
Data Recovery for Deleted, Corrupte or Formatted Medias
- You are aware that data recovery can result in corruption and raw files (raw = will not preserve the original file name and/or folder structure).
- In the end, if you are not happy with the results due to corruption, we will charge $350 as our final labor fee.
Service Estimated Turnaround
- PLEASE NOTE: Unexpected situations may delay the delivery turnaround time. Hard Drives can fail, extraction may be slow, extra parts may needed.
Non-Recoverable Cases
- More than 92% of all cases are recoverable, however, a small percentage will end up unrecoverable.
- If we aren't able to recover your data, there is no charge for our service.
- We will charge you only the return shipping to send everything back to you.
Warranty
- We keep a copy of your data in our lab for 30 days after the day we finish your recovery. If you had any problem receiving or viewing your data on your new disk, we will provide you another copy. After 30 days, we will delete your data.
Payments
- After your data is recovered, we will send your an email with proof of recovery (usually a file list, or screenshots) along with your invoice.
- We will charge the amount listed on the approved quote and signed by you.
- We only accept Credit Card payments and POs for some government institutions.
- POs are subjected to internal approval and processing fees.
- We only ship your data after we are paid in full, or after receiving the approved PO.
Late payments
- After 30 days past your invoice due date and without receiving your payment, all your recovered data will be deleted and your device will be considered abandoned and may be subjected to recycling or disposal without notification.
Case Nr
- All jobs have a Case Nr associated with it. This is the way we identify your recovery in our lab.
Shipping Label
- We will provide you a FREE Overnight Priority Shipping label (unless otherwise stated).
- The shipping label we provide includes your Case Nr. If you opt not to use our label, kindly ensure you identify your Case Nr by placing this information inside the box and notifying us by email.
- Our shipping label will void in 15 days. So please send your device as soon as you can.
International Customers
- If you are not in the USA, you are responsible to pay for the shipping (inbound and outbound) and any duties.
Packaging and Shipping
- You are responsible for packing the device properly.
- We are not responsible for package lost during the shipping process. We do recomment using some tracking devices like Apple AirTag to reduce the chances to any unforeseen event.
- The customer is responsible to adequately pack the device in a proper manner to avoid damage or lost of the media. If you don't know how to properly pack it, please contact us.
- Return shipping is on us for all successful repairs/recoveries inside the United States. International customers must also pay for shipping both ways.
- If we are not able to recover your data, there is no service charge, but the return shipping is on you (if you want to have your device returned).
Abandoned and Unclaimed Devices
- If we try to communicate to you (by phone or email) and if after 30 days without any response from you, your device(s) will be considered abandoned and may be subject to recycling or disposal.
- You agree that we are not responsible for any such property or data thereafter.
Privacy and Data Security
- Data Security is our top priority. We will never do anything to compromise the security and privacy of your data. It is, and always will be, the highest priority within our company.
- All information provided by you through our website (email, chat or our online form) will be used only to contact and identify you.
- We may contact you during the data recovery process, and after, to rate our service.
- We will NEVER share (or sell) your personal information to another company.
Limits of Liability - Damage and Other Claims
- You expressly agree to hold The RAID Specialist harmless from any claims related to the mechanical condition of equipment or devices supplied to us, and for claims regarding the state of any data or information stored on such drives or equipment.
- You further agree that we cannot be held liable for any loss of use claims or damages, including loss of revenue, loss of use and loss of service, and any and all consequential, special, incidental and contingent damages. This clause shall survive indefinitely after the date of service.
Contract Price Liability Restriction
- Liability related to services or information provided by The RAID Specialist is limited to the contract price of said items. The remedy shall be limited to supplemental data recovery services or a full or partial refund at The RAID Specialist's sole option.
Statement of Risk
- You agree and understand that the nature of data recovery work may subject data or equipment to, or uncover hidden risks in the form of, damage, errors, destruction of media, incomplete recovery, inability to recover, or the recovery of damaged or erroneous data which can affect the operating state of equipment used to read said data.
- You agree to hold harmless and forever indemnify The RAID Specialist from these risks and liabilities and explicitly state your understanding of the sensitive nature of data recovery projects and the existence of such risks, including risks presented by accidental damages from recovery materials.
- We are not responsible for any losses, damages, or improper handling of your device from 3rd party shipping services while your device is in transit.
