We take every care while undertaking all aspects of work in including carefully handling machines, equipment, settings and trying everything to avoid data loss of data for a customer. Sometimes, unfortunately, things may happen which are out of our control, or are an (often unforeseeable) consequence of otherwise good practice or work. We would like to make clear our policies on:
Existing Customer Data:
Always keep backups of your data, and please backup all your data before you bring a device to us. While your data is with us we will take the upmost care and there should not be any issues, but problems can occur and we cannot take responsibility for any data lost while we undertake work. If data is loss happens due to a fault of us, we would restore the user’s data from their back free of charge, but it may not be possible to recover it ourselves which is why you should backup all your data before you bring a device to us. We deal with many cases where it’s not possible for the customer to backup their data, and we will do our best to do so and avoid any data loss. So far, we have not lost any customer data and we see no reason for this to continue with the way we work, but it must be understood that should the worst happen, we cannot be held responsible for any data lost while work is undertaken – data is bought to us in the knowledge of this policy.
Future Customer Data:
Many of our jobs involve replacing hard drives after they have failed. Regardless of the length of manufacturer guarantee the replacement hard drive or solid state disk has, it is important for the customer to keep a backup of their data. If the replacement drive we fit fails, we will always honor any manufacturer guarantee and replace parts should they fail due to manufacturing defects, and we would do any work needed to get the replacement parts fitted and system working again, at no cost to the customer as long as the customer can produce their receipt as proof or work/purchase. If a replacement drive we fit fails and data is needed to be recovered from such a drive, the worked needed to do this data recovery is will be chargeable at normal data recovery rates – so please keep all your data backed up. We will happily restore data from a customers backup to the replacement replacement drive for no fee if it can be provided to us.
We never do anything destructive while attempting data recovery so should we not be able to recover data, the customer can take the drive elsewhere if needed. Hard drives can be very temperamental and often get worse with increasing use, so this is the only exception: The increased wear and tear on a drive while we try our best to recover data.
Wear and Tear:
Machines and components are built to varying degrees of quality. For example, a typical Apple machine is built to a much higher standard than a HP £300 laptop. Sometimes, especially with older machines, while undergoing repair, things like screw fixings can break often due to plastic having become brittle, or connectors break, or wires fray – luckily these things don’t happen much but we need to make it clear this kinds of issues are not due to our work. Of course, if we damage something ourselves we will repair the damage or replace the part at not cost to the customer, but for general wear and tear extra parts or work may be needed.
Damage During Work:
We like to do a good job and wouldn’t be as successful unless we took great care of customer’s property. We take responsibility for damage we cause that isn’t due to the condition of the machine or could have otherwise been avoided: Basically, if it is our fault, we will accept responsibility.
This document is part of our term & conditions that by using our website and services you agree to.