Official Service Level Agreement
Terms & Conditions
Our binding service terms, transparent diagnostic policies, No Data – No Fee guarantee, and legal guidelines governing all laboratory operations.
Last updated: 2025 Edition
10 Comprehensive Policy Sections
At Data Recovery Planet (DRP-LAB), we ensure that every media device submitted to our facility is evaluated and processed under strict customer-first transparency standards. By submitting a device for diagnosis or forensic recovery at our Dhaka facility, you agree to the terms below.
1. Diagnostic & Evaluation Terms
Section 1
- Initial diagnostic evaluation is provided for all submitted storage media devices.
- Standard laboratory evaluations are typically completed within 24 to 48 hours.
- A detailed diagnostic findings report and firm cost quotation are presented before work commences.
- No charges apply if you choose not to proceed with data recovery after receiving the diagnostic evaluation.
- Immediate emergency rush evaluations are available upon request for mission-critical cases.
2. No Data – No Fee Policy
Section 2
- You only pay the recovery service fee upon successful retrieval of your required target files.
- Recovery success is defined based on mutually agreed-upon target files and directories prior to work.
- Zero service fees ($0 charge) apply if your essential target data cannot be recovered by our cleanroom.
- This policy does not apply if data was successfully recovered but the client chooses to decline retrieval.
- Partial file recoveries are billed proportionally only with express prior written authorization from the client.
3. Device Handling & Risks
Section 3
- Recovery diagnostic procedures may, in rare hardware failure cases, cause further natural physical wear to fragile platters.
- Data Recovery Planet is not liable for damages stemming from pre-existing physical drops, burnt PCBs, or liquid corrosion.
- Media previously opened or tampered with by uncertified third-party technicians carries significantly higher risk.
- We reserve the right to decline service on drives deemed structurally unstable or beyond cleanroom recovery limits.
- Clients must disclose any previous repair attempts, magnetic exposures, or physical seal tampering upon submission.
4. Digital Forensics Evidence Procedures
Section 4
- All legal digital forensics acquisitions strictly adhere to verified Chain of Custody procedures.
- Evidence media is processed using hardware write-blockers to ensure court-admissible forensic integrity.
- Comprehensive evidence audit reports are prepared and verified by certified forensic examiners.
- Expert witness court testimonies and forensic affidavits are available for corporate or litigation cases.
- Original evidence media is preserved in zero-alteration state and returned upon case completion.
5. Payment & Refund Policy
Section 5
- Payment is required upon successful data verification prior to final data delivery or target transfer.
- We accept cash, credit/debit cards, bKash, Nagad, and electronic bank wire transfers.
- Advanced parts sourcing deposits may be required for high-complexity RAID array transplants.
- Eligible refund requests are processed back to the original payment channel within 14 business days.
- Emergency rush fees are non-refundable once specialized cleanroom extraction has commenced.
6. Liability Limitations
Section 6
- Data Recovery Planet's maximum financial liability is strictly limited to the total service fee paid for the case.
- We are not liable for indirect, consequential, or business downtime losses arising from storage media failure.
- We are not responsible for loss of data resulting from customer negligence or delayed delivery authorization.
- Force majeure events (acts of nature, power grids, civil unrest) release us from standard timeframe liabilities.
7. Service Timeframes
Section 7
- Standard recovery timeframe: 3 to 7 business days following client diagnostic approval.
- Complex physical cases (head transplants, multi-drive RAID): 5 to 14 business days.
- Emergency rush services available with 24/7 dedicated cleanroom shifts (24 to 72 hours).
- Timeframe estimates may vary slightly based on raw sector read speeds and platter damage severity.
8. Data Retention & Return
Section 8
- Recovered client data is safely retained on encrypted drives for 30 days post-delivery for verification.
- Original customer devices are held in laboratory storage for 14 days following case completion.
- Permanent zero-fill deletion is executed automatically after the 30-day retention period expires.
- Clients must supply clean target media for transfer or purchase certified storage from our lab.
9. Confidentiality Standards
Section 9
- All customer files and case records are treated as strictly confidential under ISO guidelines.
- All lab technicians and engineers are legally bound by Non-Disclosure Agreements (NDAs).
- Client data is never disclosed, shared, or transferred to third parties without explicit consent.
10. Governing Law & Legal Jurisdiction
Section 10
- These terms and conditions are governed by and construed in accordance with the laws of the People's Republic of Bangladesh.
- Any disputes arising from service agreements shall be resolved exclusively within the judicial jurisdiction of Dhaka, Bangladesh.
- Service claims or legal notices must be formally submitted within one year of case completion.
Questions About Our Terms?
Our client support team is available to clarify any aspect of our Service Level Agreement.