Refund and Decline Policy

ATP Data Services LLC, 611 Hundred Oaks Drive, STE 140, Edmond, OK 73013, United States. Questions: support@atpdataservices.com

This policy explains refunds, what happens if you decline or cancel, and how your device comes back to you. It applies to Eval & Quote orders and is part of our Terms and Conditions. Orders covered by a D&G Rescue plan follow D&G's rules, because D&G is the seller and ATP only carries out the service. D&G customers without Rescue cover, including D&G-referred Eval & Quote customers, are covered by this policy.

1. Our 30-day policy

You can contact us about a refund or a problem with your order within 30 days of the date your order is closed. Email support@atpdataservices.com with your order number. Refunds are paid to your original payment method.

2. Your choice after a decline or result: return or secure destruction

Secure destruction is always free. If you choose secure destruction after any of these outcomes, we refund 25 USD of your evaluation fee:

  • Quote Declined: you decline our recovery quote.
  • Consent Declined: you decline our request to open a sealed drive.
  • Unsuccessful: our recovery attempt does not succeed.
  • Unrecoverable: our evaluation finds the device cannot be recovered.
  • Results Declined: you decline the recovered results.
  • Results Approved: you approve the recovered results. You must ask for destruction at the time you approve (for example, "I approve the results and I want you to destroy the drive").

If you chose destruction before your order closed and we ship your device back by mistake, you still get the 25 USD refund and we will not ask for the device back.

3. When the 25 USD refund does not apply

There is no 25 USD refund for:

  • canceled orders (you can still choose free secure destruction)
  • abandoned orders
  • returns that cannot be delivered and are later destroyed
  • any request made after your order is closed

Closed orders are not reopened.

4. Return shipping

  • Within the United States: returning your device is always free.
  • Outside the United States, after Quote Declined, Consent Declined, Unrecoverable or a canceled order: return shipping is a flat 90 USD by DHL Express, invoiced and paid before we ship. Instead, you can choose free secure destruction (with the 25 USD refund, except for canceled orders).
  • Outside the United States, after Unsuccessful, Results Declined or Results Approved: there is no extra charge, because return shipping is included in the recovery quote you paid.
  • Import duties and taxes in your country are your responsibility.

5. Abandoned orders

If we are waiting on you (for example, to answer a quote, approve opening a sealed drive, review your results, pay a return shipping invoice, or give us a correct address after a return could not be delivered), we email you a reminder after 15 days. After 30 days we email you a written notice that shows any amount you owe, your options, and the date after which we may dispose of your device. We send a final email after 37 days. Time we spend working on your case never counts toward these dates, and the count starts over whenever you reply.

If we still have not heard from you, no earlier than 60 days after we started waiting (3 months for customers in the United Kingdom who owe us money), we return your device. Returns in the United States are free by USPS. Returns outside the United States ship by DHL Express once return shipping is paid or already included in a quote you paid. If your order is outside the United States and your return shipping is unpaid, we may instead securely destroy the device and email you a certificate of destruction. Return shipping unpaid means the 90 USD international return shipping fee has not been paid. The evaluation fee you paid at checkout does not count. If the quote you paid already includes return shipping (after an unsuccessful recovery, or when you decline or approve your recovered results), your return shipping counts as paid and we send your device back. No 25 USD refund applies to abandoned orders. We pause all of these steps while a payment dispute is open.

6. Returns that cannot be delivered

If the address you gave was wrong, you pay for the reship. If we made the address mistake, we pay. If a return package comes back to us undelivered, we contact you for an updated address and arrange the reship. The schedule for orders where we are waiting on you starts again from the day the package is back at our lab: a reminder after 15 days, a written notice by email after 30 days (any amount owed, your options and the disposal date), and a final email after 37 days. We reship once we have a valid address and any reship charge is paid. If we cannot get a valid address from you, wherever you are, we treat the order as abandoned: after the full schedule, no earlier than 60 days after the package came back (3 months for UK customers who owe us money), we may securely destroy the device and send you a certificate of destruction. If your order is outside the United States and your return shipping is unpaid, then no earlier than 60 days after the package came back (3 months for customers in the United Kingdom who owe us money) we may securely destroy the device, email you a certificate of destruction, and delete any recovered copy. No 25 USD refund applies.

7. If we make a mistake

If your device must come back to us because of our error, US customers get a prepaid USPS label with Signature Confirmation. International customers ship the device and pay freight and customs, and we refund the receipted costs once the service is complete.

8. Your recovered data

We wipe our recovery copy of your data 30 days after your order closes.

Contact

support@atpdataservices.com