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Frequently Asked Questions Answers about Data Recovery

We have collected and answered the most frequently asked questions below. Find out more about Stellar Data Recovery and our services here. Feel free to contact us in case your questions are not answered here.

Data Recovery Process Questions:

My data is very personal, I cannot expose it to anyone. What are the measures taken at Stellar to ensure safety and privacy of my data?

We are an ISO 9001:2015 & ISO/IEC 27001:2013 certified organization. We have all the processes and procedures in place to ensure that your data is completely safe and secure. Our Data Recovery process is foolproof and within our Data Recovery Lab, we don’t divulge any data. Biometric controls are installed within the Data Recovery Lab to ensure no unauthorized person can visit the lab. No electronic devices like mobile phones, pen drives, memory cards etc. are allowed within the lab. Your data is completely safe and secure, and data privacy is 100% guaranteed within our premises.

Do you allow customers inside your Data Recovery Lab? I want you to recover my data in my presence.

No, we do not allow any unauthorized person inside our Data Recovery Lab. Our data recovery processes are completely safe and secure. The data recovery experts work on multiple jobs simultaneously and we cannot allow data privacy breach by allowing any unauthorized person within our recovery lab.

Why is CLASS 100 Room required for Data Recovery?

CLASS 100 CLEAN ROOM is a special environment recommended by hard drive manufacturers and is mandatory to open any kind of hard drive. Opening a hard drive in an open environment can further damage it and reduce the chances of recovering data from it. We have certified a CLASS 100 CLEAN ROOM environment where we perform all our data recovery operations.

How do you deliver my data?

Your data will be delivered to you in an external storage device like pen drive, external hard drive etc. You can either give your device or buy a hard drive from us at an additional cost, where we can copy your data and deliver it to you.

I cannot visit your premises for data verification. How will I verify my data after recovery?

You can verify your data remotely. We can give you the access through TeamViewer, and you can verify your file listing and raw data. You can also ask questions during remote verifications. Our data recovery experts will be available to help you in verifying your data as well. Data Verification process usually takes anywhere from 30 minutes to 1 hour. You need to ensure your availability during this session and we would request your complete attention during the verification process to avoid any confusion.

What happens to my recovered data after delivery? Is it still with Stellar?

We keep your data with us for 7 days after it is delivered to you.  In case anything goes wrong with your recovered data post-delivery, you don’t have to go through the whole process again. After 7 days from delivery or after your email confirmation we erase your data completely from our server. Once your data is erased from our server, we do not keep any copy of your data.  In case you want us to erase your data from our server sooner then please raise a request via email.

I don't have any other external drive. Can you upload my data to the cloud?

We need an external drive to copy your data. However, if you do not have it, you can buy one from us at an additional cost. In case you want us to copy your data to your cloud storage, you can share your user details with us, we will copy your data to your cloud account. However, we do not recommend this option.

Can you repair my hard drive and restore data on it?

No, we do not repair hard drives. We only provide data recovery services. You need to give us an external drive to copy your data.

How do I send you my external drive for copying data?

You can send your external drive via courier. Please make sure that your drive is properly packed inside the packaging box. You can find more details about hard drive packaging here.

What happens if there is any damage to my drive carrying my recovered data? Do I need to pay again for data recovery?

We keep a backup of your recovered data for 7 days. In case there is any damage to your data storage carrier during transit, we can copy your data at no additional cost.

Data Recovery Payment Questions:

What are the payment options available for me? I cannot visit you personally, how do I make payment for data recovery fee?

You can make all the payments for your data recovery job online. Our online payment is safe and secure, we accept all online payment options, including credit card, debit card, net banking etc.

I want to visit personally, can I pay via Cheque or Cash?

You can visit us personally, however, we do not accept cheque or cash payments. You can make payment by swiping your card on the POS machines installed at our data recovery centers.

I don't have any card, can I do NEFT/RTGS?

Yes, you can do NEFT and RTGS transaction as well. You can ask for bank details from our executive if you want to make payment via RTGS or NEFT.

I cannot pay you in one go, can I pay in installments?

Yes, you can make payment in installments. EMI option is available for 3, 6, 9, 12 months. EMI option is available for following bank credit card holders

  • Kotak bank
  • ICICI bank
  • HDFC bank
  • AXIS bank
  • AMEX
  • YES bank
  • RBL
  • HSBC bank
  • INDUSIND bank
  • Standard Chartered bank

My bank is not listed in the online payment option, how can I make payment?

If your bank is not listed in online payment option, you can do a NEFT/RTGS. Our executive will provide you the bank details for making NEFT/RTGS transactions. Or alternatively, you can visit our data recovery center and make payment by swiping your card on the POS machine.

Why do you need an advance; can I pay the full amount after verifying my data?

Advance is required as a confirmation from your side to start the data recovery process. We may need to buy some new spare parts to process your job, hence we take 50% advance from customers. Once we complete the recovery of data from your hard drive you need to pay the balance 50% amount as full and final payment.

If my data is not recovered, then what will happen to my advance payment?

In case we are not able to recover the data from your hard drive, or you did not find the data which you were looking for, your advance amount will be refunded. You will receive the advance amount in the same bank account/credit card you paid with in 5- 7 business days.

I don't have 50% advance, can I pay only 20% as my confirmation?

No, you need to pay 50% in advance as your confirmation, so that we can start the work on your job.

If my data is not recovered or service fee is too much for me, then can I get my hard drive back at the same time?

Yes, if your data is not recoverable or you are not happy with the quotation, you can ask us to return your hard drive. We will hand over/ courier your drive back to you for no additional cost, no questions asked. This quotation is a no obligation quote.

What happens if I am not happy with the recovered data?

We work strictly on No Recovery - No Charge* policy. In case you did not find specific files and folders which you have filled in the media assessment form, you need not  pay us any money. Your advance will also be refunded as it is. Please note that No Recovery - No Charge* policy is available only if you have specified your required files at the start of the job. No Recovery - No Charge* policy is not applicable in case you want us to recover 100% data from your hard drive.