Terms

The customer agrees to these Terms of Service before using the Data Lifesaver Data Recovery Service (hereinafter referred to as “the Service”).

Terminology of This Service

“Failed Media”: The malfunctioning media provided by the customer that contains the data to be recovered.

“Recovery Media”: A new media provided by the customer to store the recovered data.

About This Service

This service involves retrieving data from the failed media and saving it to the recovery media before returning it to the customer.
The service does not include investigating or analyzing the cause of the failure, nor repairing or restoring the failed media.
However, if it is determined during the diagnosis that repair or restoration is possible, it may be offered separately.

Terms of Use for This Service

• The customer must be the legal owner of the failed media (including the data within), or be acting on behalf of the legal owner.
• If it is determined during the initial consultation that the failure is likely due to a logical issue, the customer must send both the failed media and the recovery media.
  (It is recommended that the recovery media has at least 1.5 times the storage capacity of the data on the failed media. Please send it together or separately with pre-paid shipping.)
• If the failure type cannot be estimated in advance, the customer may send only the failed media upon mutual agreement. After diagnosis and a quote, the recovery media should then be sent.

Service Fees

Please contact us through the “Request a Quote or Custom Offer” option on our Coconala service page.
We will provide a preliminary estimate based solely on the information you provide.

To begin the process

To begin the process, please pay a starting fee of 1,000 yen through Coconala.

After the failed media arrives, we will conduct diagnostics and provide a detailed estimate for the data recovery work.
The amount paid as the starting fee (1,000 yen) will be deducted from the final estimated cost, and the remaining balance will be paid via Coconala’s “Tip (additional payment)” feature.

You may choose to cancel the data recovery service after receiving the detailed estimate.
Please note that the starting fee is non-refundable, and the failed media will be returned at your own cost (e.g., via cash-on-delivery).

Media Shipping Method and Shipping Fees

Shipping costs for both sending and returning the failed media and recovery media between the customer and our service will be borne by the customer.

Packaging of Failed Media and Recovery Media

When sending the failed media, please include any accessories such as the AC adapter, USB cable, LAN cable, etc.

If, after prior communication, a logical failure is deemed likely, please send both the failed media and the recovery media (for storing the recovered data) together.

If the failure condition cannot be estimated, we will agree to receive only the failed media and accessories. After diagnosis, you will be asked to send the recovery media.

It is recommended that the recovery media has a capacity of 1.5 to 2 times the expected data size on the failed media (since data may grow due to the failure).
Coconala prohibits the proxy purchase of products outside of Coconala. If you do not send the recovery media or if the capacity is insufficient, we can provide the recovery media for you, but the price will be higher to cover Coconala’s commission (about 25%).

If you do not know the data capacity on the failed media, please prepare a recovery media with double the capacity of the failed media.
As a general rule, please provide new recovery media. If the recovery media contains existing data, we will format it and then write the recovered data onto it. We are not responsible for any data loss due to formatting the recovery media.

For USB drives, SD cards, MicroSD cards, and SSDs, which are resistant to vibration and impact, it is recommended to send them using Japan Post’s Letter Pack Light. Also, please include a return Letter Pack Light for the return shipment.

For hard disk drives, which are sensitive to vibration and impact, please do not use regular mail, Letter Pack, or lightly packaged courier services (e.g., Takkyubin Compact). Always protect the drive with sufficient cushioning and place it in a sturdy cardboard box. Use prepaid delivery for sending. Return shipping will be cash on delivery (COD).

Cancellation of Our Service

After applying for our service, you may cancel before sending the failed media and recovery media as per Coconala’s cancellation policy.

If the failed media and recovery media have already been shipped, the initial fee of 1000 yen cannot be refunded.

The return of the failed media and recovery media will be at the customer’s expense, with return shipping being cash on delivery (COD).

If you have included a return Letter Pack Light, we will use that for the return shipment.

Additional Costs for Data Recovery WorkEstimate for Extra Payment (Ohinari) and Start of Work

Additional costs will be incurred based on the capacity of the malfunctioning media and the level of the failure.

The additional cost for data recovery work will be provided as an estimate along with the diagnosis report. If you wish to proceed with the data recovery, the remaining balance (after deducting the initial fee) will be paid as “Ohinari (additional payment)” for the data recovery work, thus confirming the request for data recovery services.

If no data is recovered during the data recovery process, the additional recovery cost “Ohinari (additional payment)” will be refunded, except for the initial fee of 1000 yen. If some data is recovered, the full data recovery cost will be charged.

Return of Malfunctioning Media and Recovery Media

The malfunctioning media, accessories, and recovery media will be shipped using the method specified by us within three days after the completion report of the recovery.

The malfunctioning media, accessories, and recovery media will be returned as-is after the recovery process, regardless of any damage or changes in condition that may have occurred during the investigation or recovery work.

If there are any issues with the recovered data, re-recovery can be performed within seven days from the shipment date. Please contact us for further discussion.

Disclaimer

1. Responsibility for Shipping: We are not responsible for any accidents, damage, loss, or harm that occurs during the transportation of the malfunctioning media and recovered media.
2. Opening and Disassembly of Malfunctioning Media: In the course of providing this service, we may need to perform tasks such as opening or disassembling external USB hard drives, NAS devices, SSDs, or any other storage media. We are not liable for any malfunctions, damage, or deterioration of the product resulting from these actions. Additionally, please note that opening or disassembling the casing may void the manufacturer’s hardware warranty for the malfunctioning media.
3. Recovery Data Guarantee: This service does not guarantee that recovered data will be restored to its original state prior to the malfunction. There may be cases where the recovered data includes damaged files caused by the malfunction, files that were deleted in the past but have the same name, or files that were overwritten and corrupted during the deletion process.
4. Data Recovery Limitations: Depending on the condition of the malfunctioning media, it may not be possible to recover some or all of the data.
5. Illegal or Infringing Data: If it is determined that the data being recovered infringes on the rights of a third party or is clearly illegal, we reserve the right to terminate the service and cancel the recovery process.
6. Use of Technical Information: We may use or disclose the work content and technical information obtained during the data recovery process within the scope of this service’s objectives.
7. Backup and Storage of Recovered Data: Recovered data will be stored for 7 days from the date we send the recovered media to you. After this period, all data will be completely erased.
8. Inability to Contact Customer: If we are unable to contact you for more than 60 days after receiving the malfunctioning and recovered media, we will cancel the data recovery service, erase the recovered data, and proceed with the disposal of both the malfunctioning and recovered media after a specified period. In this case, the service initiation fee and any data recovery fees paid through Coconala are non-refundable.

Confidentiality

We treat your personal information, as well as the information contained in the malfunctioning media and recovered data, as confidential. Unless required by law or in response to a request from law enforcement or other governmental or judicial authorities, we will not disclose or leak this information to third parties.

Liability for Damages

In the event of damage, loss, or destruction of malfunctioning media and recovered media, or the inability to perform the service due to disputes, war, natural disasters, epidemics, or other force majeure events beyond our control, we shall not be held liable.

If theft, leakage, or loss of malfunctioning media or recovered data occurs due to causes beyond our control, including the circumstances mentioned above, we shall not be held liable.

The total amount of damages for which we may be held responsible shall not exceed the total amount paid by the customer for this service.

Contract Termination

After we determine the data recovery work to be successful and the customer agrees with this determination, the customer may not terminate this agreement unless there are significant defects in the recovery results.

In the event that any of the following circumstances occur with regard to the customer, we may terminate this agreement without notice or demand:

If the performance of the services becomes impossible due to force majeure such as natural disasters.

If there is a breach of contract or acts of betrayal due to gross negligence.

After the customer has requested work based on the results of the diagnosis, the customer cannot cancel the request or terminate this agreement, except in cases where there is a legitimate reason.

Exclusion of Anti-Social Forces

In the event that, at the time of applying for this service, the customer is found to belong to or be affiliated with anti-social forces, including but not limited to organized crime groups, entities related to such groups, or corporate extortionists (hereinafter referred to as “Anti-Social Forces”), the provisions of the preceding article shall apply.

The customer agrees that we shall not be liable for any damages arising from the application of the provisions of the preceding paragraph.

Exclusion of Illegal Data

In the event that illegal data is identified among the data to be recovered from malfunctioning media, the data recovery process shall be immediately terminated.

“Illegal data” refers to materials that contravene laws such as the “Act on Regulation and Punishment of Acts Relating to Child Prostitution, Child Pornography, and the Protection of Children,” as well as any local ordinances, including those concerning voyeurism or similar offenses, and any data that violates our ethical guidelines.

Dispute Resolution

Any disputes shall be handled in accordance with the regulations set forth by Coconala.