terms and conditions.

1. reformatting and operating system reinstallation

as part of the repair process, it may be necessary to reformat internal or external hard drives and/or reinstall the operating system. these procedures are only performed as a last resort, once all other repair options have been exhausted.
we will only proceed with your prior informed consent, and you acknowledge that data recovery may not be possible in these circumstances.

2. data backup and transfer

restora will back up or transfer only the data accessible on your device at the time of inspection. after repairs, we will restore or transfer this data as part of our service.

for client-purchased software, reinstallation and activation are your responsibility, unless you provide restora with valid license keys or installation files.
a cloning service does not require full reinstallation, as it copies data directly between drives. however, reinstallation of an operating system will restore the device to factory settings, erasing apps and personal data.

you are strongly advised to back up all important or critical files before any reformatting or reinstallation, as this will erase all existing data.

3. data loss risk

data loss can occur due to faulty hardware, viruses, file corruption, or other unforeseen issues. regular backups are the most effective protection.
restora can provide advice on appropriate backup solutions but accepts no liability—expressed or implied—for data loss. customers are solely responsible for their data.

4. data protection and gdpr compliance

we take your data privacy seriously. all staff follow the general data protection regulation (gdpr) 2018:

• personal data is processed fairly, lawfully, and anonymised where possible.
  
  

• we do not access client data without explicit permission.
  
  

• if illegal content is discovered during a repair, we are legally obliged to report this and retain the device. this will result in:
  
  

  • a permanent ban from future services.
    
    

  • a breach fee of £199.00.
    
    

• where illegal activity is suspected, your personal details may be shared with relevant authorities.
  
  

5. data security & deletion

while we aim to protect your data, 100% security cannot be guaranteed due to the nature of electronic storage and internet-enabled devices.

upon service completion, all client data (except contact details and transaction records) will be securely deleted from our systems.

6. “no restora” policy

if we are unable to complete a repair due to lack of technical capacity or parts availability, no charge will be made.

exclusions:

• if a client declines a repair after diagnostics and quoting, a diagnostic fee of £49.00 will be charged.
  
  

• if the client does not provide the required software disc or product key, restora will charge:
  
  

  • a £49.00 diagnostic fee, plus
    
    

  • the cost of a valid license (if applicable).
    we will inform you of any costs before proceeding.
    
    

• this policy does not apply to:
  
  

  • data recovery,
    
    

  • virus or spyware removal,
    
    

  • third-party damage or power surge-related issues.
    
    

7. data loss liability

restora strives to safeguard your data, but loss can be unavoidable due to component failures or malware infections.
we accept no liability, expressed or implied, for your data.
you are solely responsible for backing up your files.
for severely damaged devices, we recommend consulting a specialist data recovery service.

8. device retention & collection

restora may retain devices during repairs or for parts sourcing.
hardware repairs are covered by a 3-month warranty, excluding software-related issues.

devices not collected within 6 months will be considered abandoned and disposed of in accordance with WEEE regulations.
we will attempt to contact you at least 10 times before disposal.

9. additional services

any additional services requested outside of the agreed scope will be fully chargeable.
restora recommends grouping necessary repairs to improve efficiency and reduce costs.

charges will apply for revision work and must be approved by the client in advance.

10. payment terms

for any service over £75, a 30% deposit is required to cover parts or resources.
final payment is due on invoice issue, once services are completed.

late payments (after 28 days) will incur a £100 breach of terms charge.
non-payment after 28 days may result in:

• referral to a debt collection agency, and
  
  

• recovery of all associated costs.
  
  

11. payment methods

accepted payment options include:

• debit or credit card (including amex), via our secure provider (square)
  
  

• uk bank transfer
  
  

• cash
  
  

restora does not access your payment details.
however, we may initiate automatic payment collection if you fall into arrears.

12. refund policy

refunds are not generally provided once services are completed.
if a device or item provided by restora is found to be defective, we will aim to resolve the issue under our warranty terms.
your statutory rights are unaffected.

13. password access

we may require passwords to access user profiles during repairs.
restora does not store or retain these details, ensuring full confidentiality and deletion after service.

14. deposit deductions

any deposit paid for work over £75 will be deducted from the final invoice.
we will contact you to arrange collection or delivery upon completion.

15. client support

for any queries, contact us on 01458 553 989 or email help@restoracomputers.co.uk