Last updated: 13 July 2026. These terms apply to data recovery assessment and recovery services supplied by Data Recovery Lab NZ. Shop purchases may be covered by separate product and returns terms.
Nothing in these terms excludes rights or remedies that cannot lawfully be excluded under applicable New Zealand law.
By submitting a device or approving work, you confirm that you are the legal owner of the device and data or are authorised by the legal owner. You authorise us to receive, inspect, connect, disassemble where necessary, image and attempt recovery from the identified equipment within the approved scope.
2. Assessment and quote
An enquiry or delivery of a device does not authorise paid recovery work. We provide a written quote or request written approval before chargeable recovery work begins. The quote may identify non-refundable donor parts, destination media, assembly, courier or other costs.
If we determine that recovery is possible, provide a quote and you decline it, a $100 assessment fee applies. If this condition does not apply, any assessment charge must be disclosed before the device is accepted.
3. Recovery outcome
Data recovery is an attempt, not a guaranteed result. Outcomes depend on physical condition, media degradation, overwrite, encryption, prior work and availability of compatible parts or technical support. Recovery work can expose the device to further failure even when reasonable care is taken.
Success is assessed against the priority data agreed for the case where practical, not solely by a percentage of file count or capacity. We will explain known partial, damaged or missing results before final release where reasonably possible.
4. No-recovery charges and additional costs
No recovery labour fee is charged where the agreed attempt produces no usable approved data. Pre-approved non-refundable parts, destination media, assembly and courier costs can still be payable. An urgent-service surcharge of up to 15% applies only when urgent service is available and accepted in writing.
5. Approval and changes of scope
Approval must be given in writing. If diagnosis changes materially after work starts, we will seek approval for a revised scope or additional cost before proceeding, unless a limited contingency was expressly included in the original quote.
6. Payment and data release
Payment is due on completion of approved work and before recovered data is released or returned, unless another arrangement is agreed in writing. The quote states GST treatment. We may retain recovered data and equipment until undisputed charges are paid, subject to applicable law.
7. Verification and transfer issues
Inspect returned data promptly and create at least two independent backups. Report a suspected transfer or destination-media problem by email within 48 hours of receipt. We may ask to inspect the supplied media or make another transfer from any retained working copy. This does not guarantee that missing or damaged source data can be recovered.
8. Credentials and encryption
Encrypted devices may require a passcode, password, recovery key or key file. You are responsible for supplying accurate credentials when requested and for having authority to use them. Do not submit secrets through the public intake form. Recovery may be impossible without the required key or viable original security hardware.
9. Confidentiality
We treat case information and customer data as confidential and use it only for assessment, approved recovery, verification, communication and legal or accounting obligations. Information may be disclosed where required by New Zealand law or to an approved specialist or service provider disclosed as part of the case.
10. Recovered-data retention
A temporary copy of recovered data may be retained for up to 10 working days after release to address transfer problems, then scheduled for deletion unless another period is agreed or retention is legally required. The retained copy is not a customer backup.
11. Original devices, parts and return
Tell us in writing if original devices or removed components must be returned. Return courier and assembly charges may apply. Donor parts purchased for a case may not be reusable or returnable. Any recycling or disposal requires customer authorisation or occurs only after the uncollected-property process below.
12. Uncollected equipment and data
You must arrange collection, return or disposal within 90 days after completion, decline or final notice. After reasonable attempts to contact you and subject to applicable law, uncollected equipment may be recycled or disposed of and retained recovery data deleted. Outstanding charges remain payable.
13. Manufacturer warranties and device condition
Disassembly, internal work, firmware access or use of donor parts can void a manufacturer warranty. A device made temporarily readable for recovery is not warranted as repaired or suitable for continued use.
14. Liability
To the maximum extent permitted by law, we are not liable for pre-existing data loss, device failure, loss caused by inherent recovery risks, unavailable encryption keys, indirect or consequential loss, or failure to recover some or all data. Where liability cannot be excluded, any limitation must be read subject to applicable New Zealand law and mandatory consumer or business protections.
15. Courier risk
The customer is responsible for suitable packaging and inbound shipping unless agreed otherwise. Carrier loss or damage is governed by the carrier’s terms and any purchased insurance. We are responsible for the device only while it is in our possession and control, subject to these terms and applicable law.
16. Privacy and security
Read the data security and confidentiality page for credential, access and retention information. Tell us before shipping if the case has legal-hold, evidence, regulated-data, location or chain-of-custody requirements.
17. Governing law and changes
These terms are governed by New Zealand law. The terms in force when a case is accepted apply unless a written quote or agreement states otherwise. Material changes are dated on this page.
Contact
Questions about these terms should be raised before shipping or approving work: contact Data Recovery Lab NZ.