Data Recovery FAQ

The Data Recovery Plan provides protection for data loss in qualifying products due to hard drive failure, viruses, and software issues, for example.

Please refer to the specific Terms & Conditions for details and exclusions for your coverage options.

Data Recovery Plan coverage begins on the product shipment date. It will be active for 2 or 3 years from that date, depending on the plan duration you selected for your device. For example, if you selected a 2-year plan:

Shipment and Plan Start Date: 10/1/2024
Plan End Date: 10/1/2026

 

 

 

Your qualifying product is eligible for one, in-lab data recovery attempt provided by Ontrack®. Ontrack will handle the entire data recovery process from start to finish:

  1. Submit a claim with Ontrack to get started.
  2. Ontrack will verify your claim and provide a pre-paid shipping label.
  3. Use the pre-paid label to send your device to Ontrack.
  4. Ontrack will evaluate your device to determine which files can be recovered.
  5. Review and verify the recovered files from the data recovery attempt.
  6. Ontrack will load your recovered files onto a replacement device.
  7. Ontrack will send you the replacement device with your recovered files. 

 

 

How do I submit a claim?

To submit a claim with Ontrack, you will need to provide the following information:

  • Order Number
  • Device Serial Number
  • Plan Start Date
  • Plan End Date

All required information can be found in your shipment confirmation email or in the Service Plans tab of your account.

Yes, the Data Recovery Plan includes the cost of shipping to and from Ontrack if you use their pre-paid shipping label.

Your claim will be assigned a case number and a dedicated Ontrack customer support representative who can provide status updates anytime via email

Within the Plan Term for the Data Recovery Plan you purchased: (i) if your qualifying device is within the limited warranty period (see Warranty Policy for more information), we will provide your recovered data on a refurbished device that is equivalent to your original product. If your qualifying device is outside of the limited warranty period, we will provide a replacement device that may be different from your original device; however, with enough capacity to store your recovered data.

Your device will be sent by Ontrack to Sandisk to be processed for destruction.

Ontrack will do their best to recover your data in the event of data loss due to accidental physical damage to your device.

Physical damage to your device may impact the status of your warranty claim. Please refer to the Warranty Policy for the device for further details. In the event your device is ineligible for a warranty replacement, Ontrack will place your recovered data onto a replacement device that may be different from your original device.

If Ontrack is unable to perform any data recovery on your qualifying product, Sandisk will refund the full amount of the Data Recovery Plan you selected. Limitations apply. See Terms & Conditions for details.

Yes, you can cancel within 30 days of shipment for a full refund if you have not made a claim.

If you wish to return the product and the associated plan, please visit the Orders tab in your account to start a return. Please contact Customer Support if you only want to cancel the plan.

No, you cannot transfer a plan from one device to another. The Data Recovery Plan is associated with a specific serial number at the time of purchase.

However, if you experience an issue with your device that is covered by our Warranty Policy, the remaining duration of your plan will be transferred to the warranty replacement device. Please note, a plan will only transfer over if no data recovery claim has been made for the original device.