These terms apply to device repair, diagnostics, data transfer, data recovery, imaging, and related laboratory services. They supplement the Website and Service Terms and any estimate or work authorization.
1. Authority and Consent
The customer represents that the customer owns the device, media, system, account, and data, or is authorized by the owner to request service. The customer authorizes ProTek to access data, credentials, devices, accounts, and systems only as reasonably necessary to perform the requested work.
2. Risk of Failure and Data Loss
Storage media and electronic devices may fail without warning. Diagnostics, power-on attempts, disassembly, cleaning, imaging, firmware work, component replacement, or recovery attempts may worsen existing damage or make data inaccessible. The customer accepts these inherent risks.
3. No Guarantee
Data recovery and repair are best-effort services. ProTek does not guarantee that any device will be repairable or that any specific file, folder, structure, metadata, or amount of data will be recovered. Recovered files may be incomplete, corrupted, renamed, duplicated, or otherwise altered by the original failure.
4. Backup Before Diagnostics
When reasonably feasible, ProTek may attempt a backup before diagnostics or stress testing. If backup is not feasible, if encryption prevents access, or if the media shows immediate failure symptoms, ProTek may pause work and request additional authorization, credentials, a recovery key, or a change in service level.
5. Encryption and Credentials
The customer is responsible for providing lawful passwords, BitLocker or FileVault recovery keys, and other credentials necessary for service. ProTek is not responsible for delay or inability to complete work when required credentials are unavailable.
6. Specialized Work and Donor Parts
Advanced recovery may require donor media, replacement heads, electronics, clean-bench work, firmware repair, extended imaging, or other specialized procedures. Donor parts and identified third-party costs are nonrefundable once ordered or used unless stated otherwise in writing.
7. Recovered Data Delivery and Review
Recovered data may be delivered on customer-supplied or ProTek-provided media. The customer must review delivered data promptly and notify ProTek of any delivery issue within the period stated on the invoice or work authorization. The customer is responsible for making additional backups after delivery.
8. Retention and Deletion
Temporary recovery copies and service-created backups are retained for no more than 30 days after service completion unless deleted earlier, retained under a separate agreement, or preserved for a legal, security, warranty, or dispute-related reason. Retention is a courtesy and is not guaranteed for the full period.
9. Confidentiality
ProTek treats customer data as confidential and limits access to authorized personnel for evaluation, recovery, verification, delivery, and necessary administration. Customer data is not intentionally used for unrelated purposes.
10. Payment and Release
Assessment charges, rush fees, emergency service fees, donor costs, parts, shipping, and other stated charges may be nonrefundable. Recovered data and serviced equipment may be withheld until all amounts due are paid, to the extent permitted by law.
11. Original Media
Original devices and media will be returned unless the customer authorizes recycling, destruction, donor use, or another disposition in writing. Unclaimed property is subject to the abandoned-property provisions in the Website and Service Terms.
12. Forensic Services
Standard repair and recovery services are not forensic examinations and do not necessarily preserve evidence, chain-of-custody requirements, metadata, or legal admissibility. Forensic handling must be requested and agreed to in writing before work begins.
13. Limitation of Liability
To the extent permitted by law, ProTek's liability relating to a service is limited by the applicable signed agreement, work authorization, or invoice terms. ProTek is not liable for indirect, consequential, special, or exemplary damages, including alleged value of lost data, lost profits, or business interruption, except where such limitation is prohibited by law.