Data Clinic Recovery for Hard Drives — refund policy

Version 1.3 · Applies to licences for Data Clinic Recovery for Hard Drives, sold through Onelink, the merchant-of-record service of Stripe

You never pay to find out whether your files are there.

Scanning and previewing are free. A licence is needed only to recover files.

Our recovery promise.

If files the tool showed as recoverable come back unusable, and our support team cannot put it right, we refund you in full. Ask within 14 days of purchase for a 28-day licence, or 30 days for a yearly licence.

Changed your mind.

A licence can be refunded within 14 days of purchase, no questions asked. After that, if you still feel let down for another reason, contact us anyway — we are a data recovery lab first, and we would rather refund you than have you feel short-changed.

What the promise doesn’t cover — and why we told you first.

Files the tool marked as overwritten or unrecoverable are not covered: the tool told you before you paid that they cannot come back. Recovered copies of Windows EFS-encrypted files need the original account’s key; the tool tells you this before you scan, and marks the file on its Details page. Unusable recovered files ARE covered.

If the drive turns out to be failing.

If your recovery fails because the drive is physically failing, you can have a full refund — or send the drive to the Data Clinic lab and have the full licence fee (inc VAT) taken off the lab price. The credit is valid for 90 days from purchase, for the same data-loss job, and is claimed by quoting your order number. It is a refund or the credit, not both. Business licences get their 10% lab discount instead of the credit; the two are never combined on one job.

Renewals.

A 28-day licence never renews. Yearly licences renew automatically; we email you before they do, and you can cancel at any time. An unwanted renewal is refunded in full if you ask within 14 days.

How to claim.

Email customerservices@dataclinic.co.uk with your order number. Onelink/Stripe issues the refund to your original payment method, and the licence key is deactivated: a fully refunded key stops working the next time the program starts while the computer is online. Your statutory rights are not affected.

Stripe may also issue a refund itself within 60 days of purchase in some cases — for example, to prevent a chargeback. A key refunded that way stops working in the same way.