RecoveryTools Customer Satisfaction and Refund Policy

Refund Policy at a Glance

This policy keeps the refund process fair and clear for every client.

Secure Orders

Your order goes through a Secure Socket Layer (SSL) connection. RecoveryTools encrypts the data you enter on protected pages and sends it to the recipient over a secure connection. Only the recipient can read the data after it arrives.

Section 1.1 Client

A client is anyone who buys RecoveryTools software online through a RecoveryTools website or through an authorized reseller.

Authorized resellers are individuals or businesses that hold an agreement with RecoveryTools Software to resell its software. The agreement is made by email. Contact support to confirm that a reseller is authorized.

Activation and Download Email

The activation or download email is the email that RecoveryTools Software, an authorized reseller or the payment gateway sends after you buy software online. The email holds the link to the full version and the credentials that activate the software when the software needs them.

Use the Free Demo Before You Buy

RecoveryTools designs its data recovery software and tests it on many types of corruption. Some corruption cases cannot return complete metadata. Recovery can also fail when new data overwrites the free space of your system, because the corrupted file no longer holds the needed data.

The free demo version previews the recoverable data, so you can test your case before you buy. RecoveryTools asks for your cooperation and makes every effort to help you reach full satisfaction.

Guidelines for Refund

A client under Section 1.1 has the right to request a refund for RecoveryTools software for 30 days from the date of purchase when the case meets these guidelines.

• The purchase went through RecoveryTools Software directly or through an authorized reseller of RecoveryTools Software.
• RecoveryTools Software receives a signed Letter of Destruction by email at sales@recovery-tools.org within 30 days of the purchase date.
• RecoveryTools processes the refund within 15 days of receiving the Letter of Destruction. RecoveryTools tells you by email about any longer delay.
• When the full licensed version works but not completely, RecoveryTools provides a solution.

A Letter of Destruction is your written statement that you will remove the software from every machine where you installed it. It also lets an authorized person from RecoveryTools Software inspect those machines in person to confirm the removal. The inspection can happen at any time within one year of the purchase date and without prior notice. Any evidence of refunded software in use leads to legal proceedings.

What RecoveryTools Does Not Cover

RecoveryTools Software is not responsible for any of the following.

• Lost or misdirected email.
• Delays in downloading or in any communication.
• Delays from unforeseen factors outside its control.
• Email that your email client or mail server marks as spam.
• Activation or download email that a sender or receiver mail server bounces for any reason.
• Weekend delay in license processing.
• A purchase after which you no longer need the software because the process is complete.
• A purchase made by accident, followed by a wish to remove the software from your system.
• A purchase where your aim was not to buy this specific software.
• Trouble that you face operating the software on your computing platform after the purchase.
• Software that does not suit the platform you use.
• A machine that does not meet the basic requirements of the software.
• Misreading of promotional material by the client. Ask the RecoveryTools support staff to confirm the right reading.

Refund Approval Conditions

RecoveryTools processes a refund only when one of the following is true.

• The client could perform the operation in the demo version but the same function is missing in the full version.
• The RecoveryTools support team fails to help the client resolve the technical issue.

Invalid Refund Cases

RecoveryTools does not give a refund in the following cases.

• The user does not upload files to the RecoveryTools FTP server after a software failure. Corruption cases vary. Support asks the client to upload the files to its secure FTP server so the team can do the work. RecoveryTools is ready to sign a Non Disclosure Agreement (NDA). A client who finds issues and does not upload the files, even with an NDA on offer, cannot claim a refund.
• The client bought the software without first evaluating it with the free demo version.
• The software cannot perform the process it promises and no other software in the market can perform the same process either. When other software performs the process successfully and RecoveryTools software does not, the client can claim a refund.
• Any RecoveryTools software performs 30% of the recovery, migration or other promised process successfully.
• The refund request is for Securase software and rests on the fact that Securase does not decrypt an encrypted Lotus Notes database. RecoveryTools tells clients not to use the software when the message says "This database has local access protection and you are not authorized to access it locally." The product websites of Securase state this fact.

How to Request a Refund

Email the signed Letter of Destruction to sales@recovery-tools.org within 30 days of the purchase date. For questions before you send a request, start a live chat or write to support@systoolsgroup.com.