ALL IS NOT LOST - Now that you have decided your data needs to be retrieved by data recovery professionals we recommend you follow these steps - See also our "Frequently asked questions" (FAQ) section should you still have any further questions, or alternatively do not hesitate in contacting us.

STEP 1 - DO NOT  PANIC - help is at hand :-)

STEP 2 - PAPER WORK

a. Include the printed work order request form or a cover letter with your contact details and other relevant information about the media and data required.
PLEASE NOTE:
* Complete the form with as much detail as you possibly can.
* The more information we have the quicker and more accurate we will be able to diagnose the problem.
STEP 3 - PREPARING THE PARCEL (PACKAGING AND SHIPPING RECOMMENDATIONS)

a. If possible, do not include any brackets, adapters and cables.

b. Make use of a sturdy cardboard box at least twice the size of your media.

c. Package your media with bubble wrap ensuring adequate padding in order prevent any movement and also to be able to absorb impact while being transported.

d. Package multiple drives in separate boxes or ensure that they are separated with enough packing material so that there will be no contact.
PLEASE NOTE:
* Please package the drive as if you would be sending us an egg :-)
* Hard disk drives are extremely delicate and sensitive to being bumped and knocked around.
* Additional damage may make a successful recovery more difficult or in extreme cases un-recoverable.
e. Seal the box with packing tape and clearly mark with our shipping details and your return address.

f. Mark the box as "FRAGILE HANDLE WITH CARE".

STEP 4 - SHIPPING THE MEDIA - YOU HAVE A CHOICE OF:-

a. Either bringing the media in personally,

b. have the media sent via courier,

c. or we can arrange for a free courier collection and delivery service.
PLEASE NOTE:
* The free collection and delivery is only applicable on pre-approved recoveries within the borders of South Africa.
* Should you urgently require the recovery then we would suggest dropping the drive off personally as the courier service may take up to 2-3 working days.

d. For Deliveries by hand print our location map.

e. For Courier Deliveries mark the box with our physical address as below:

STEP 5 - WE RECEIVE YOUR MEDIA

a. Our technicians will evaluate the media, at no cost to you, and will normally within 10-15 working hours be able to email you a final quotation for approval specifying:-

• Whether the data is recoverable or the chance there-off, alternatively, if possible a directory structure of recoverable files.
• Any other information depending on your situation.

PLEASE NOTE:
* The quotation can also be sent within 4 working hours from receipt of your media should you wish to upgrade to our PRIORITY or HIGH PRIORITY service.
* Free evaluation & quotation.
* No quote rejection fee.
* Fixed quoted price.STEP 6 - YOU APPROVE THE QUOTATION

a. No billable work undertaken unless approved in writing.
PLEASE NOTE:
Our data guarantee  - no recovery, no charge, that is:
* you will not be invoiced should we for some reason not be able to recover the data, or the data recovered not be in a useable condition,
* we can re-negotiate a price (less than the quoted amount) should some of the data recovered be of use to you with the option to proceed or not.

100% satisfaction guaranteed:
* we will do everything possible to rectify the recovery or refund the recovery charges (or a portion thereof) should we not be able to solve any valid issues with the recovered data. STEP 7 - YOUR VALUABLE DATA IS RETURNED

a. In most cases your data should be shipped within 3-6 working days from approval at our STANDARD rate or within 48 hours at out PRIORITY service rate or within 24 hours at out HIGHT PRIORITY service rate or 10-15 working days from approval at our ECONOMY service.

b. You will be contacted should the recovery process take longer than anticipated with an explanation and possibly a few more questions about your media.

More information and comparison matrix on our different service levels >>

c. The recovered data will be transferred to a destination drive, of adequate capacity, either supplied by yourself or we can quote for any other hard drive currently available.

OUR MAIN CONCERN REMAINS TO RETURN YOUR DATA IN FULL CONFIDENTIALITY AS FAST AND IN A GOOD CONDITION AS POSSIBLE.