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Tecleo Data Recovery Service Plan (TDRSP) Terms And Conditions

WHAT IS COVERED BY THE TECLEO DATA RECOVERY SERVICE PLAN (TDRSP)?

  • The TDRSP entitles you, THE CUSTOMER, to ONE (1) hardware, or software related data recovery attempt during the plan's ACTIVE PERIOD for the specific storage device for which the plan was purchased, at our Economy Service Level (10-15 business day turn-around), including shipping, spares, labour and a destination device, of adequate capacity, up to a maximum 2TB.
  • The TDRSP is available for any new internal, or external hard disk drive (HDD) and solid state (SSD) drives purchased from TECLEO.
  • Standard, Priority and High Priority data recovery service options are available at an additional cost as per the rates at the time of the redemption.

ACTIVE PERIOD

  • The ACTIVE PERIOD for the TDRSP is THREE (3) years (1095 calendar days).

DATA RECOVERY IS NOT ALWAYS POSSIBLE!

  • The recovery shall be on a "best effort" basis, and TECLEO cannot guarantee or promise specific results.
  • No refunds will be made where the data was partially recovered or unrecoverable.

TERMINATION

  • The plan will terminate at whichever of these occurs first:
    • The end of the active period;
    • Once the plan has been used once for data recovery services;
    • Should any other data recovery attempts have been made including any physical tampering of the device.
    • We reserve the right to amend or terminate the terms of this TDRSP and may require a reasonable additional fee before we render the service if any device is recalled by the Original Equipment Manufacturer (“OEM”).

SHIPPING

  • The plan includes free courier collection and delivery.
    • Within the borders of South Africa.
    • Excluding Servers, Complete PC's and Laptops.
    • Please allow 2-5 working days for courier collections and deliveries.
    • Collection of additional drives/media (e.g. destination media) is subject to additional charges.

DESTINATION DEVICE

  • TECLEO will provide and transfer the recovered data, for successfully completed electro-mechanical (hardware related) data recoveries, to a destination device, of adequate capacity, up to 2TB, without the obligation to re-install or re-load your operation system and other programs.

  • You will be welcome to provide a destination drive should the recovered data be more than 2TB.
    • - Please Note:
  • TECLEO will transfer the recovered data for software related data recoveries to the device that was sent in for recovery, without the obligation to re-install or re-load your operation system and other programs.

LEGAL RIGHT

  • The customer acknowledges to be the legal owner, representative, or otherwise, have legitimate rights to the property and all data contained as sent or handed over to us.

LIMITATION OF LIABILITY, LIMITATIONS OF DAMAGES

  • TECLEO will not be held liable for any claims regarding the physical functioning of the hard drive, equipment, and/or media or the condition or existence of data on the storage media supplied before, during or after the service.
  • TECLEO will further not be held liable for any direct or indirect damages, including loss of data, loss of revenue, incidental or consequential, before, during or after the service.

CLIENT CONFIDENTIALITY

  • All information, data, and equipment handed over or recovered by us will be protected from unauthorized access or disclosure using the same degree of care as we use to protect our own confidential information.

PERSONAL DATA

  • You are required to provide true, accurate and complete information about yourself including, without limitation, your name, address, e-mail address, and telephone number, as applicable (collectively, “Personal Data”).
  • You must maintain and promptly update your Personal Data.
  • You acknowledge that we may send you information, notices, and promotional material via e-mail.
  • We shall have no liability associated with or arising from your failure to maintain accurate Personal Data.

HARD DRIVE MANUFACTURER WARRANTIES

  • The warranty seals, in most cases, have to be broken to recover the data from a device with a physical issue, voiding the original manufacturer’s warranty.
  • The original device will not be returned but will be securely disposed of, after the recovery attempt, irrespective of the outcome.
  • You should, if possible, back up accessible data on the device before sending it to TECLEO.

APPLICABLE LAW

  • The TDRSP will be governed by and construed in accordance with the law of the Republic of South Africa, and all disputes, actions and other matters relating to it will be determined in accordance with such law.

IMPORTANT
TECLEO has a proven track record and has been providing professional data recovery services since 1999. DATA RECOVERY IS HOWEVER NOT ALWAYS POSSIBLE. Having a good data "protection" strategy is critical. We recommend that the customer follows these safety tips to avoid data loss:

  • Perform a regular back-up!
    • Store a current copy of your data on another storage device.
    • Test your backups regularly.
    • Keep at least one tested copy in a secure off-site location.
    • Invest in a reliable back-up strategy.
    • Back-up and test the data before performing any system upgrades.
  • Install a UPS (Uninterruptible Power Supply) for all your computer equipment to protect against power spikes, blackouts, and other power issues.
  • Turn off external storage devices only after shutting down the computer to avoid possible data corruption from occurring.
  • Purchase and regularly update a reliable anti-virus solution.
  • Do not move the laptop, PC or external drive while it is switched on.
  • Provide adequate ventilation around your computer equipment.
  • Turn the device of immediately should you hear any strange noises.
      • These sounds may indicate a mechanical problem that could result in permanent data loss.
  • See also the video "Ten things you should not do to a failing or failed hard drive!" if you have critical data on the drive.

DISCLAIMER:
THIS IS A DATA RECOVERY SERVICE PLAN AND NOT A WARRANTY OR INSURANCE. WE WILL DO OUR BEST TO RECOVER YOUR DATA - DATA RECOVERY IS HOWEVER NOT GUARANTEED.

Privacy Policy

We are committed to protecting the privacy of all our customers. The confidentiality of your data (including contact details etc.) is one of our primary concerns.

What information we collect?

  • We collect personal identifying information regarding our customers, web visitors and any other email address sent to us via email that can include but not limited to first name, last name, title, occupation, street and postal address, e-mail address, telephone & fax numbers, company as well as demographic information.
  • We do not collect information from any data sources we received for the purpose of data recovery, backup, repairs & forensic investigation.

How do we use your personal information?

For the inclusion in, but not limited to, our newsletter (product updates, specials, notifications, industry news etc.), participation in discussion groups & registration to membership groups.
Some of the ways we may use your personal information include:

  • To create personal profile areas and view protected content.
  • To be able to contact you, and provide you with shipping and billing information.
  • To provide customer feedback and support.
  • To send you information regarding contests or other marketing or promotional activities by ourselves or our affiliates.
  • To conduct questionnaires and surveys in order to provide better products and services to you.
  • To understand more about you, so we can personalize newsletters and websites to your preferences. For example, allow you the opportunity to request specific information on products and services that may be of interest.
  • To allow you to forward information to another individual such as a friend or co-worker. We collect the information for the sole purpose of sending a one-time email. You are welcome to permanently unsubscribe at any time.
  • To meet contractual obligations.

Updating your personal information

  • We endeavor with your help to keep your information updated. Please notify us of any changes.
  • You can also update your information via our online update facility.

Subscribing & Unsubscribing

  • Each email newsletter includes instructions on how you can unsubscribe from that particular mailing list.
  • You may also unsubscribe from our newsletters by sending an email , including your name, email address and the title of the marketing material you wish to unsubscribe from to unsubscribe@datarecovery.co.za.

Sharing of your personal information

  • We do not disclose your personal information to third-parties for marketing purposes unless you have granted us permission to do so.
  • In some instances, we may collect non-personal (aggregate or demographic) data through cookies, web logs, and web beacons. This information is used to better understand and improve the usability, performance, and effectiveness of our website.
  • We may also share your personal information with authorized third-party agents or contractors in order to provide a requested service or transaction. For example, if we need to ship something to you, we must share your name and address with a shipping company. We only provide third-party agents with the minimum amount of personal information necessary to complete the requested service or transaction.
  • We may respond to subpoenas, court orders, or legal process by disclosing your personal information and other related information, if necessary. We also may choose to establish or exercise our legal rights or defend against legal claims.
  • We may collect and possibly share personal information and any other additional information available to us in order to investigate, prevent, or take action regarding illegal activities, suspected fraud, situations involving potential threats to the physical safety of any person, violations of our terms of use, or as otherwise required by law.
  • While navigating our web site you may be directed to content or functionality that is hosted by a third party supplier.
  • We will ask you for your opt-in consent to share your personal information with a third party for any other reason.

Personalization

  • We may customize websites or newsletters for certain users based on the information they previously provided or that was collected through our websites in order to enhance the overall web experience.

Security of your personal information

  • We are committed to protecting the personal information you share with us. We utilize a combination of security technologies, procedures, and organizational measures to help protect your personal information from unauthorized access, use or disclosure.
  • When we transfer sensitive personal data (for example, credit card information) over the Internet, we protect it using Secure Sockets Layer (SSL) encryption technology.
  • While we strive to protect your personal information, we cannot ensure the security of the information you transmit.
  • We recommend you to take every precaution in protecting your personal information when you are on the Internet. For example, change your passwords often, use a combination of letters and numbers when creating passwords, and make sure you use a secure browser.

Cookies

  • We may utilize cookies on our website, although you can still access most of them even if you choose to disable cookies in your browser. Some websites will not allow you to complete certain activities if cookies are disabled. For example, e-commerce sites uses session cookies and persistent cookies to process transactions. If you do not accept cookies, the associated shopping basket will not work and you will not be able to place an order.
  • We use multiple third parties to monitor web traffic, statistics, advertisement 'click-through', and other activities on our sites. Where authorized by us, such third parties may use cookies, web log files, web beacons, and other monitoring technologies to compile anonymous aggregate statistics on our visitors.
  • We also include web beacons in HTML-formatted e-mail newsletters in order to count how many newsletters (or particular articles, links, etc.) are being accessed.
  • Current versions of web browsers offer enhanced user controls regarding the placement and duration of both first and third party cookies. Search for "cookies" under your web browser's Help menu for more information on cookie management features available to you.

Data retention

  • We will not retain your personal information longer than is necessary to fulfill the purposes for which it was collected or as required by applicable laws or regulations.

Linked websites

  • Our websites may provide links to other third-party websites which are outside our control and not covered by this policy. We encourage you to review the privacy policies posted on these (and all) sites.

Newsgroups/forums

  • Our newsgroups and forums are public. Please consider this before posting material to them.

Children's privacy

We not knowingly collect personal information from children under the age of 13. If we learn that we have collected personal information on a child under the age of 13, we will delete that data from our systems. We encourage parents and guardians to go online with their children. Here are a few tips to help make a child's online experience safer:

  • Teach children never to give personal information (such as name, address, phone number, school, etc.) unless supervised by a parent or responsible adult.
  • Know the sites your children are visiting and which sites are appropriate.
  • Look for website privacy policies. Know how your child's information is treated.
  • Please visit the FTC's website for more tips on protecting children's privacy online.

Transfer of personal information

  • We may transfer your personal information to a third party or offsite facility for the purposes of processing or storage.
  • We may amend this privacy policy at any time by posting the amended terms on this site.
  • All amended terms automatically take effect immediately.

Copyright

Copyright © Tecleo Data Recovery and Digital Forensics Lab.

All Rights Reserved.

The information and images contained in this site is copyrighted and may not be distributed, modified, reproduced in whole or in part without the prior written permission from Tecleo Data Recovery and Digital Forensics Lab.

All other brands and product names are trademarks or registered trademarks of their respective owners.

Terms and Conditions

1. AUTHORISATION AND LEGAL RIGHTS

  • By sending or handing over media, devices, equipment, data, information, user credentials, or any other materials ("ITEMS"), including all data contained therein, you:
    • Authorise us, Tecleo Data Recovery and Digital Forensics Lab (“TECLEO”), to handle, evaluate, transport, investigate, recover, repair and any other related actions, and if necessary, bypass security measures, potentially voiding warranties.
    • Confirm having the authority or ownership over the items.
    • Agree to TECLEO's terms and conditions.

2. LIABILITIES

  • TECLEO will not be held liable for any claims regarding the physical functioning of the ITEMS or the condition/existence of data supplied or direct or indirect damages, including, but not limited to, loss of data, loss of revenue, incidental or consequential, before, during or after our services.

3. FREE CONSULTATION

  • We have a free initial consultation for digital forensic and data recovery services, providing guidance and expert advice on your case.

4. DATA RECOVERY: FREE COLLECTION AND DELIVERY

    • We have a free courier service with specific exclusions for all pre-approved data recoveries within South Africa.
    • Please complete our online quote request or call us at 012-665-2945 to speak with one of our friendly and knowledgeable engineers if you still need to request a preliminary quotation.
    • Please note:
      • If you reject the quotation after the media has been shipped, you will be invoiced for the shipping costs.
      • Allow two to three (2-3) working days for courier collections and deliveries.
      • The free collection and delivery option is valid for one attempt only - Any subsequent collection or delivery attempts will be added to your invoice.
      • The collection of additional drives or media is subject to additional charges.

5. DATA RECOVERY: FREE EVALUATION AND QUOTATION

  • We offer a free initial evaluation and a fixed, upfront quotation for data recovery work.
    • Servers (such as RAID, NAS, SAN, etc.), tapes, CCTV, fire and water damage, previously opened and encrypted devices, broken cell phones, and off-site data recoveries, for which a non-refundable fee is applicable, are excluded.
    • We have four data recovery service options to suit your budget and circumstances.
    • There is no quote rejection fee.
    • Work will only be done with your written approval of the final quote.

6. PRICING AND PAYMENT

      • All prices quoted exclude value-added tax (VAT).
      • All prices quoted exclude bank costs, import and export taxes, freight, courier or other shipping charges, insurance, postage or any other charges.
      • All quotations are valid for seven days unless stated otherwise.
      • Cash on Delivery (COD) payments are due in full and reflected in our bank account before the work is released (shipped, collected, or downloaded).
        • Make an instant payment should you require the work to be released urgently.
        • This does not apply to accounts with approved terms.
      • A data retention fee will be added to all unpaid jobs left for more than seven days after the invoice and will be accrued monthly.
      • Pricing is subject to change without notice.
      • We accept company checks and cash.
      • We also accept PayPal (USD only, online and subject to a processing fee), VISA, and MasterCard (online and in-store).
        Payment Methods

7. UP-FRONT, NON-REFUNDABLE FEES

      • Up-front non-refundable fees will apply to all investigations and certain types of data recovery services, including:
        • Priority and high-priority data recoveries.
        • Server/NAS/RAID evaluations.
        • Encrypted drive recoveries.
        • Drives that have been opened (physically tampered with) before being sent to us.
        • Hardware-related data recoveries (to offset the risks and costs involved in the recovery process).
        • Drives where the operating system has been reinstalled (reloaded).

8. DATA PRIVACY AND CLIENT CONFIDENTIALITY

  • All media and the data they contain, whether handed over, sent, investigated, or recovered by us, will be protected from unauthorised access or disclosure using the same level of care we use to protect our confidential information.
    • Our staff members are professionals working in a secure environment and have signed a non-disclosure agreement (NDA).
    • We can also enter into a non-disclosure agreement (NDA) upon request.
    • Unless otherwise agreed in writing, we only keep a copy of the recovered data for fourteen (14) calendar days to protect against dead-on-arrival (DOA) instances.
    • Any ITEMS left unclaimed for ninety (90) days will be disposed of.

9. DATA RECOVERY GUARANTEE

  • "No-recovery, no-charge" policy:
    • You will not be charged if we are unable to recover the data or if the recovered data is not usable.
    • We will contact you before issuing an invoice to confirm the usability of the recovered data if we suspect any damage.
    • If some of the recovered data is usable, we can negotiate a reduced price, and you will have the option to proceed.
    • Please note that this policy does not apply if the wrong or incomplete media is sent to us for data recovery.
    • Non-refundable fees may apply for priority, high-priority, spare and encryption services.
      • These fees are payable regardless of the recovery results.
    • We can only guarantee the success rate or amount of recovered data once the recovery process is completed (with your written approval).
  • We will do everything possible to rectify the recovery or refund the recovery charges (or a portion thereof) if we are unable to solve any valid issues with the recovered data.

10. DESTINATION DEVICE WARRANTY

      • A seven-day warranty from the date of shipment applies to all destination devices found to be Dead on Arrival (DOA).
        • Any additional warranty claims must be submitted to the original manufacturer.

11. DATA SANITIZATION (SHREDDING AND DESTRUCTION)

  • We follow the standards set by the US Department of Defense (DoD) for sanitizing data devices, media, and equipment. This includes:
    • US DoD 5220.22-M Hardware Sanitize, which involves the physical destruction of the data devices and media.
    • Software sanitization includes a single-pass overwrite of all hard disk drive sectors.
      • The DoD no longer accepts software sanitisation. However, a single pass ensures that recovering any data on the drive is physically impossible once the sectors have been overwritten.
      • We also reference the National Institute of Standards and Technology (NIST) guidelines for media sanitization.

12. GENERAL

    • We do not perform data recovery for pornographic content.
    • We do not provide fraudulent insurance reports or invoices.
    • We will always include VAT in our prices and will not offer discounts for any payment received.
    • If we suspect illegal activities such as possession of child pornography, we are legally obliged to report it.
    • We do not return the original faulty drive for all electro-mechanical (physical, electrical, or mechanical) related recoveries.
    • Unless otherwise agreed in writing, we only keep a copy of the recovered data for 14 calendar days to protect against dead-on-arrival (DOA) instances.
    • Our terms and conditions are subject to change without notice.