Everything you need to know about sending us your media, how the recovery process works, pricing, timescales, and how we keep your data safe. Can't find your answer? Call 0203 0869 512 and we'll be happy to help.
General Questions
How do I send my drive to you for recovery?
There are two ways: fill out our printable shipping form and send your media by post or courier, or drop it off at the Disk Doctors data recovery lab nearest to you.
How should I pack the hard drive?
Make sure the hard disk is securely packaged. Use a sturdy box, wrap the drive in an antistatic bag if you have one, and cushion it well with foam or bubble wrap.
How does the data recovery process work?
First a free evaluation assesses the media. We then send you a fixed price and assessment report for approval. Once approved, we recover the data using our proprietary tools and techniques, prepare a file list for your review, and once you're satisfied, deliver your recovered data. See our full data recovery process for more detail.
What are your prices for data recovery?
We provide a fixed cost after a free evaluation, subject to your approval. Price depends on the issue with the media, the operating system, and the capacity of the drive. As a general guide, recovery starts from £199.
How long does evaluation and final delivery take?
Free evaluation typically takes 2-6 hours after we receive your media. For final delivery we offer standard (3-5 days), expedited (48 hours) and rush/urgent (24 hours) options.
Is there any chance of my media getting damaged during recovery?
Recovery is carried out with the utmost care. Your media is replicated bit by bit and all recovery work happens on the replica, so the original faulty media stays intact. Physically damaged media is repaired in a Class 100 cleanroom to avoid any contamination.
What does the free evaluation provide me with?
A free evaluation report tells you the exact issue with your media, a fixed price for recovery, and a turnaround time. There's no obligation, and you can decide whether to proceed.
How do I send my approval to proceed?
You can email us back with your decision, or sign the evaluation report and return it to us.
Would I still be charged if the recovery is unsuccessful?
No Recovery, No Charge - there is no charge if we fail to recover your data. The one exception is overwritten data, where recovery is provided on an as-is basis.
What is meant by "successful" data recovery?
A successful data recovery means your critical data has been recovered and verified as healthy and accessible.
What happens if my data is only recovered partially?
We'll let you know in advance if recovery is only partial. A file list is still sent for your review with the recovery clearly explained, and you can choose to accept the data on an as-is basis and pay the agreed price, or decline the file list and pay nothing.
How would I get my recovered data back?
You can choose the media for your data copy, including CDs, DVDs, or an internal or external hard drive with IDE or SATA interface. Small amounts of data can also be sent via email.
Will you return my faulty media along with the data?
Yes, faulty media is always returned to you. We also offer a discount if you don't want it back - just let us know in advance.
How is my data shipped back to me?
We typically use Royal Mail Special Delivery with tracking for UK dispatch, though FedEx, DHL, City Link and UPS are available on request. In-person collection can also be arranged. All international dispatch is handled through FedEx.
What happens if my data is lost or damaged during delivery?
We keep a copy of your recovered data on our secure servers for 14 days, so we can provide another copy free of charge if anything happens to it during the postal process.
Is my data kept confidential and secure?
Yes. Our premises require authorised access via swipe cards and door codes, and our recovery agreement includes non-disclosure of your data under UK law. We're also happy to sign a separate NDA on request.
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