Frequently Asked Questions

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Stop using the device! Turn it off and leave it turned off until we can examine it. For hard disk drive especially, the disk can become more badly damaged if you keep trying to use a hard disk that is faulty. Any attempts by friends, computer experts and IT professionals may damage the disk further which may prevent data recovery and increase the cost to have the data recovered. Bring the disk to us for a free evaluation and quote within 24 hours or call us now if you have any questions.

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On average the cost of our data recovery services can range from:

• Hard Disk: $200 to $2400

• USB Flash Drive: $250 to $650.

• Memory Card: $250 to $650.

• RAID Array: $500 to $4,500.

• Mobile Phone: $200 to $2000.

• Computer Forensic Examination for court cases: $7,500 - $10,000.

Simply bring your device to us, we will examine it for you for free within 24 hours, determine what the problem is then provide you with a fixed price quote. We will tell you how long it will take and the chances of success after we have examined it. This is the only way we can really be sure, we can’t provide you any accurate information over the phone or by email unless we can actually examine your device to test it and give you a professional assessment. This is done for free and within 24 hours. If you do not approve the quote, there is no charge and you may simply have your device back.

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The time needed can range from 1 day up to 3-4 weeks depending on the problem. The average job at our company takes 2-3 days for the most common problems. Once we complete the free examination and quote for you within 24 hours, we’ll give you a more accurate time estimate based on the problem. We offer an Economy, Priority and Emergency Service based on your budget and how quickly you need the data back. We will give you all 3 options when we provide you with a quote.

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1.     You may bring your device to us anytime without any appointment.  Our offices are open from 9am to 6pm, Monday to Friday.

2.     When we meet you, you will be asked for your contact details (e.g Name, phone number, email address) and for a list of the most important files/folders you would like recovered.

3.     We will then contact you within 24 hours with a quote and time estimate to seek your approval.

4.     If you approve the quote, we will attempt to recover your data then inform you of the result when our work is completed.  If you do not approve the quote, let us know. There is no charge to you and you may simply have the device back.

5.     If you have more than 12 GB of data, you will be asked to provide us with another hard disk to transfer the saved data to or you can buy a brand new external hard disk from our at a competitive price.

6.     When the data has been copied to the destination drive (i.e your spare hard disk or a new one we provide you) we will ask you to come to our office to test any important files on a computer at our reception desk. You can test the files and if happy, accept the data, pay us and take the disks away.  If you cannot come to pickup , we can email you some screenshots, a file listing and information about the results. You can then pay by credit card or EFT and we can return the disks to you by a courier if you prefer.

7.     We will normally keep a backup of your data for 7 days only then erase it for your privacy. The data is kept only for your convenience if you need another copy, this will be provided to you at no charge within 7 days.  Your data will be treated as confidential and remain private.

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If you have less than 12 GB of data, we will copy the data to DVD discs for you at no extra charge. If you have more than 12 GB of data which is very common, you can provide us with your own spare hard disk (any kind of disk!) to transfer the saved files to or we can provide you with a brand new external usb hard drive at an additional cost, we always keep these disks in stock and provide them for your convenience.

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There is no charge to you and you may have your device back. If the cost is simply too high, ask us for a discount! Sometimes we can offer you a cheaper option if you are happy to wait a little longer. We will try to accommodate for your budget if possible. If we cannot provide a discount for any very time consuming job, we can offer an option to pay by instalments by a credit card to help with cash-flow. But if you simply don’t wish to proceed, there is no charge to you for our time. You can pickup your device from us and there is no charge to you or we can send it back to you by a courier for a fee of $20, this is a fee for the courier and also to factor in our time. We normally use ‘Couriers Please’ or ‘Australian Air Express’ couriers depending on your location.

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We would love to if we could but no data recovery company in the world can provide you a 100% guarantee as it’s impossible to know what data can be recovered until we actually recover the data which is the very last stage of our work.    For certain problems, once the problem is fixed the data should be in perfect condition without any risk of corruption (e.g a hard drive with a firmware corruption or a damaged PCB). For other problems, there is a risk of some data being corrupted (e.g a hard disk with many bad sectors or damaged heads with many read errors or deleted files that have been overwritten). We offer a free evaluation and quote and normally offer a no-data, no-charge policy for most of our services. This means that we are always fair – if you are not happy with the result, we don’t force you to pay us. In over 95% of cases, when the data is recovered our customers are happy with the result. In some cases, if there is data corruption, missing files, damaged files any other problems, we can try to repair individual files or try to improve the results if possible, if you are not sure – just ask.

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Your data is considered 100% confidential and private at all times. We randomly test some data to check for data corruption as part of our work. We do not look through your data or go through your files for any reason. We do not give your data to any 3rd party or keep a copy of it for any other reason than a backup for 7 days only. If you have a privacy agreement, we would be happy to read it and sign it for you.  By law if we come across any child pornography this will be reported to the Australian Federal Police as required by law. All other data you have on your hard disk is your business and none of ours! Our job is to help you get your data back, that’s all.