FILE DECRYPTION SERVICE TERMS AND CONDITIONS

1. In accordance with our privacy policy, DATADECRYPT undertakes not to disclose to third parties any CUSTOMER information regarding this quote request or data resulting from decryption, except when authorized by the CUSTOMER or due legal request.

2. For diagnosis and analysis of files encrypted by ransomware viruses, it is necessary to send some infected files as a sample to carry out the analysis and diagnosis, according to instructions that will be sent to the CUSTOMER after completing the quote request form.

3. DATADECRYPT offers priority and emergency diagnostics within 12 hours. We also offer free diagnostics with a completion time of between 7 and 10 days.

4. Emergency diagnoses require payment of a fee relating to operational expenses inherent to their execution. The fee must be paid in advance of carrying out the diagnosis. The period for carrying out the diagnosis starts from the moment both the payment of the fee and the receipt of the sampling files and other information requested for analysis have already been carried out by the CLIENT.

5. The fees charged for emergency diagnoses are refundable in cases of technical incompatibility, that is: when DATADECRYPT, after completing the analysis and diagnosis, finds that there is no technical feasibility for decrypting the files.

6. The fees charged for emergency diagnoses are not refundable in cases of positive diagnosis, that is, in which there is technical feasibility but the client decides not to perform it, for any reason.

7. The diagnoses and quotes provided by DATADECRYPT are valid for 3 business days, unless otherwise indicated. After this period, if they have not yet been formally approved, they may be considered canceled and/or subject to new evaluation.

8. Budgets for the provision of services resulting from the diagnosis that are not approved within the proposed deadline, or that are cancelled, suspended, refused, declined or in other cases where the proposed service is not performed, will be automatically considered canceled and will have their closed service orders. In these cases, the fee cannot be refunded.

9. DATADECRYPT cannot guarantee the feasibility of decrypting the files in advance of the diagnosis. Only after completing the analysis and diagnosis, which precedes contracting the file decryption service, DATADECRYPT will be able to inform whether there is technical feasibility, cost and deadline for carrying out the file decryption service.

10. The CUSTOMER is responsible for contacting DATADECRYPT after the deadline for the requested diagnosis, regardless of the chosen diagnostic modality, via the telephone numbers or e-mail available on the DATADECRYPT website, to receive information about the result of the analysis of the diagnosis, with information available exclusively during business hours.

11. For those customers who need a diagnosis outside business hours, DATADECRYPT provides SPECIAL 24-HOUR SERVICE for Emergency diagnosis, where the diagnosis will also be available outside business hours on the 24-hour on-call telephone. In this modality, an additional fee of 400 EUR (four hundred euros) will apply, and this fee must be paid at the time of contracting the emergency diagnosis and will be added to the value of the diagnosis.

12. For the diagnosis and analysis of files encrypted by ransomware viruses, it is usually not necessary to physically send media, hard drives or equipment. Equipment and/or media that will be delivered to DATADECRYPT for analysis will not be covered by any type of insurance during the period in which they are at DATADECRYPT’s facilities, with the CUSTOMER being responsible for the adequate conditioning of the equipment or media until its receipt by DATADECRYPT. DATADECRYPT is not responsible for poor provision or failure to perform services by third parties responsible for the delivery or collection of equipment or media.

13. DATADECRYPT is not responsible for the maintenance and/or integrity of the files contained in any media or equipment of any type sent to DATADECRYPT, and the CLIENT is responsible for making a backup (copy) of the information before delivering the media, files and/or or equipment for DATADECRYPT. The CUSTOMER must OBLIGATORY keep a backup copy of the files that were infected at all times in a safe location, offline, without internet access. These files must be stored in their original format after the attack, without changes.

14. DATADECRYPT reserves the right, when it deems necessary, to exclusively assist the end customer victim of the attack, in which case, to contact DATADECRYPT directly, without intermediaries.

15. DATADECRYPT reserves the right to refuse to accept any service without prior notice.