Fees · timeframes · approval rules
Data Recovery Service Policy
The complete Fixfactor policy for diagnostic fees, recovery charges, timeframes, specialist-partner approval, recovery success, data delivery and retention.
Last reviewed: 13 August 2026
The short version
Three decisions, no hidden change of terms
Hands-on diagnostics are always £39 once authorised and normally take 1–3 working days.
We explain the likely scope, price, timeframe and whether a specialist partner is needed before recovery starts.
If recovery is unsuccessful, or you decline the quote, the £39 diagnostic is the only Fixfactor service fee. Where a case needs something beyond the standard assessment – a donor drive, for example – we agree the cost with you before we spend it, never afterwards.
Fees and timing
What each stage means
| Stage | Time | Charge | What happens |
|---|---|---|---|
| Initial enquiry | Usually the same working day | No charge | We discuss the device and provide an approximate range. This is not a hands-on diagnosis. |
| Hands-on diagnostic | 1–3 working days | £39, always payable | We inspect and test the device, assess the likely recovery scope and prepare a quote. |
| Standard recovery | 14–21 working days after approval | As quoted | Normal workshop queue. |
| Priority recovery | 5–14 working days after approval | As quoted | Prioritised within published workshop hours. |
| Emergency recovery | 1–4 working days after approval | As quoted | Highest workshop priority; this is not a 24/7 service. |
Only £39 if unsuccessful: if we cannot recover useful priority data, or you do not approve the recovery quote, there is no recovery fee. Optional courier collection and new output storage are separate purchases agreed before ordering.
Work location and equipment
In-house first; specialist partner only with consent
Initial diagnostics and most recovery work are completed by Fixfactor at 136 Kingston Road, Wimbledon. Suitable mechanical HDD work can be carried out in our controlled clean-room cabinet.
If a case needs equipment or expertise beyond our capability, the device does not leave Fixfactor until we explain the reason, identify the partner route, confirm the revised quote and receive your explicit approval.
Success, delivery and retention
How the result is accepted and handled
We agree the priority data before work. You review a file list or preview. A partial recovery is charged as successful only if you accept that the useful priority data has been recovered.
Recovered files are copied to customer-supplied storage or new storage purchased separately. The original device is returned unless another arrangement is agreed.
After you confirm receipt, we retain the working recovery copy for 24 hours and then securely delete it, unless a different period is agreed in writing.
FAQ
Direct answers to the terms customers ask about
Is the data recovery diagnostic free?
No. Hands-on diagnostics cost £39, are paid once authorised and normally take 1–3 working days. If you proceed, the fee is credited towards the recovery price; it is not refunded if recovery is unsuccessful or you decline the quote.
What do I pay if my data cannot be recovered?
The £39 diagnostic fee is the only Fixfactor service fee. There is no recovery fee if recovery is unsuccessful or you decline the quote. Some cases need an investment before anyone can tell whether recovery is possible – a donor drive, for instance. Where that applies we tell you the cost and agree it with you before we commit to it, never after the fact.
How long does data recovery take?
After the 1–3 working day diagnostic and quote approval, Standard recovery is 14–21 working days, Priority is 5–14 working days and Emergency is 1–4 working days.
Is data recovery completed in-house?
Initial diagnostics and most recovery work are completed at our Wimbledon workshop. A specialist partner is used only when required and only after you approve the partner, revised quote and transfer.
What environment do you use for mechanical hard-drive work?
We use a controlled clean-room cabinet for suitable mechanical hard-drive work.
What counts as a successful recovery?
The agreed priority data must be accessible and useful to you. You review a file list or preview before the recovery fee is charged. A partial result counts as success only if you accept it.
How is recovered data returned?
Recovered data is copied to suitable customer-supplied storage or to new storage purchased separately. The original device is returned unless another arrangement is agreed.
How long do you retain recovered data?
After you confirm receipt, the working recovery copy is retained for 24 hours and then securely deleted unless a different period is agreed in writing.
Do you offer 24/7 recovery or same-day collection?
We do not operate a 24/7 service. Same-day collection may be arranged through a third-party courier, subject to location, availability and courier cost.
Tell us what happened to the device
Start with an initial estimate. If you authorise hands-on diagnostics, the £39 fee and 1–3 working day diagnostic timeframe apply.