We follow the exact same five-step process for each job, and we will always deliver on these promises: the diagnostic will be done for free; a fixed price will be quoted before any work commences (most jobs have zero charge unless actual results come back); your final decision is your right alone; the person doing the work is an employee of ours; and payment does not occur until a result is received.
We agree the price prior to starting any work, and most jobs do not incur a fee unless the data is returned.
Either ring 0113 322 3083 or complete the free diagnostics request form. Let us know which device you have and what has gone wrong, and we will provide you with instant first-hand advice at no cost and with no obligation.
Once you’ve got your quote, please come visit our Leeds drop-off centre, which is located on the 17th floor of The Pinnacle on Albion Street in Leeds (you don’t need an appointment), or send your media to us fully insured by post. If you are sending a RAID array or server, simply remove the disks from the server or enclosure and then send only the disks (each disk should be labelled as to its bay position); if you’re sending a NAS, please send all of the disks if they can be removed, otherwise please send the entire NAS.
After our own engineers have worked through what failed and what is recoverable, they will provide a fixed price quotation for your recovery that we send to you in writing, normally within 24 to 48 hours after receiving your unit.
You don’t incur any cost with respect to recovering your files until you approve us to do so. Once approved, your files are restored in-house as follows: the drive is first imaged; repairs are done as necessary; and your data is rebuilt from the image of the drive, rather than the failing original drive.
Any recovered files will be returned to you either on brand new storage devices or via a secure file transfer method. In most cases, unless otherwise agreed upon, if we cannot recover your data, there will be no fee charged for the recovery.
Behind the five steps there are house rules. The first rule: do not gamble with the patient’s data. What does this mean? Before anything else happens to your data, a backup of that data will be created, gently and only once. This backup will then undergo all recovery attempts. The patient (your original media) is protected from every possible risk. “In-house” has three meanings. First, no job is ever sub-contracted out. Second, nothing is sent off-site via a third party. Third, nobody whose name we don’t know ever handles your job. “Fixed” also has two meanings. When you get a written quote from us, that quote is the price you pay for service. If there are things found during service that were not mentioned in the initial quote, those costs are ours to cover. Finally, honesty beats hope. For example, if we find that a file was completely overwritten, or that a wallet has no keys anywhere, and there are no ways to recover the original data, you’ll hear that from us plainly at the time we tell you what can be recovered (for free), not after a paid attempt.
The typical time frame for doing the diagnostics: we complete them in 24–48 hours once we receive your equipment, and it usually takes three to five working days from when you accept our quote to finish recovering your data. Posting will add an additional one to two days each way depending upon where you are located. If this is an actual emergency, we can move your job up to the front of the line: just let us know during your initial phone call.
After that, if you decide not to go ahead, there is no charge. And you get your device back, as our diagnostic was free, and will remain so. We want you to make a good choice, with no pressure, no extra storage charges on you while you take a reasonable time to choose, and no bad blood. What you choose to do about the price quote you received from us is entirely up to you.
A completely truthful print: only a very small percentage of jobs, usually extreme damage where a part will need to be replaced at significant cost (e.g., due to physical damage) or forensic analysis, require a quote that has a diagnosis or attempt fee clearly stated in writing prior to your making a commitment.