Terms And Conditions
Please carefully read the following Terms & Conditions before utilizing our services. If you do not agree with any portion of these Terms & Conditions, please raise your concern prior to use our services or website.
IF YOU DO NOT AGREE WITH OUR TERMS, YOU MAY NOT USE THIS SITE OR OUR SERVICES.
Authorization: The client (hereafter “you”, “the client”, “your”) authorizes “Grabanoid” (hereafter “Grabanoid”, “we”, “our”, or “us”), its employees, agents, and subcontractors to conduct a ransomware evaluation to determine the nature of the infection and provide an estimate of recovery cost and timing.
The customer also grants “Grabanoid” permission to use any and all reasonable efforts and methods necessary to establish recoverability and recover data.
Legal Rights: The client is the legal owner, representative, or otherwise has a valid right to the property or acts on behalf of the owner, and all data included therein has been supplied to “Grabanoid”.
Remote Access: Please read the responsibility disclaimer below before submitting your remote access to “Grabanoid”.
By providing “Grabanoid” with remote access, you are:
(1) representing that you are over the age of 18 and have the capacity and authority to bind yourself and/or your employer, as applicable, to the terms of the disclaimer below; and
(2) consenting to be bound by this disclaimer on behalf of yourself and/or as an authorized representative of your employer, as applicable.
If you do not agree to any of the terms and conditions, please contact us so that we may reach an agreement or cancel our engagement before we begin work for your firm.
(3) The client or person(s) operating on the client’s behalf has made copies of the client data and removed it from the network and the system to which “Grabanoid” will be granted remote access.
(4) The client network is virus/malware/ransomware-free.
(5) To avoid reinfection, thorough ransomware protection has been implemented across the whole network. Speak with us if you need help. Except for our before and after reports, “Grabanoid’s” technical support professionals will not make any copies or downloads of any files or keep any information obtained from your computer without your authorization. “Grabanoid’s” and its suppliers’ and licensors’ responsibility shall be limited to the whole amount of the stated “Grabanoid” service, not to exceed the limitation of liability in your Current Service Contact. “Grabanoid” and its vendors and licensors make no representations or guarantees of any kind regarding the technical support services supplied hereunder. “Grabanoid” and its vendors and licensees expressly disclaim all warranties and conditions relating to technical support services, including any implied warranties and conditions of merchantability and fitness for a specific purpose. In no event shall “Grabanoid” or its vendors or licensors be liable for (I) any special, indirect, or consequential damages, or (ii) any damages whatsoever resulting from loss of use, data, or profits, whether in a contract, negligence, or other tortious action, arising out of or in connection with the provision of technical support services. I agree to grant “Grabanoid” remote access to my computer in order for them to provide technical help in accordance with the terms of the data recovery terms of service.
Liability: “Grabanoid” accepts no responsibility for any claims arising from the loss of data given prior to, during, or after service. “Grabanoid” will not be liable for any loss of data, revenue, or profits, or any special, incidental, contingent, or consequential damages, however caused, before, during, or after service, even if “Grabanoid” has been advised of the possibility of such damages or loss to persons or property. We recommend that you perform a thorough backup of your system before granting “GRABANOID” access.
Confidentiality: We shall safeguard the confidentiality of your data against unauthorized disclosure with the same level of care that we use to safeguard our own private information. If your firm requires it, we are pleased to sign a confidentiality agreement.
If required, we may need to share your sample file from the ticket with other parties/perpetrators.
If we are unable to decrypt your files through our typical techniques, we may, in some situations, employ third parties/perpetrators to reverse the encryption, and we will still offer you with our no-data, no-charge assurance. For our fees, we will bear any risks on your behalf. As a client, you are secured in the knowledge that “GRABANOID” will accept the risk of refunding you in the event that your data are not recovered, regardless of any costs incurred by “GRABANOID” in attempting to recover your information. The client, on the other hand, agrees to pay the “GRABANOID” invoice in full. For this purpose, any files you give to us MUST BE NON-CONFIDENTIAL. You agree that we may transfer such a file to a third party and that the aforesaid Liability Disclaimer applies.
Evaluation For Free
“Grabanoid” will analyze your files to the best of our abilities using the resources we have at our disposal. We provide a FREE examination with a return time of between 4-7 working Days.
Priority Evaluation: Using all available resources, “Grabanoid” will analyze your sample files to the best of our abilities. Our Priority evaluation ensures a quick response for your evaluation of 4-10 hours for Phobos, Dharma, and Gandcrab infections and 24-48 hours turnaround in most other situations (although more sophisticated decryptions may take somewhat longer). Priority evaluation costs vary, and payment is requested prior to beginning work.
If you decide not to proceed with the quotation supplied within the timeframe specified, the Priority evaluation cost is non-refundable. The goal of the assessment is to analyze the difficulty of your files and give you with the pricing for our accelerated service to review and present you with a price for the recovery, not to create a sample file. If a sample file is necessary, a price may apply, and this depends on the kind of ransomware, as in certain circumstances it is not feasible unless a full recovery is conducted. If several viruses have been discovered on your network, the cost of the examination may alter. It is the client’s responsibility to notify us if they have more than one ID / Email / Extension / Ransomware note on their systems, regardless of which ID/device you seek to restore.
Payment: The customer agrees to pay in advance in full. Starting when “Grabanoid” provides the confirmation email or confirms by phone that the files were successfully recovered, the customer has 5 days (in writing) to check and backup all recovered files. VISA, MasterCard, (clients to pay the merchant fees applicable) Bank Transfer are all accepted.
Late Fees: Unless you have an account with us, we only take work COD. After 7 days after the payment due date, as specified in the Payment section of these rules, a payment is considered late. If you pay late, you will be charged a $100 late fee as well as a 1% admin fee every month. Furthermore, the customer agrees to pay any collection or litigation expenses if the amount is not paid within the stipulated time frame.
Responsibilites Of The User
You warrant and represent to “GRABANOID” that you will not use this Website for any unlawful, illegal, or prohibited purpose, including, without limitation, sending, posting, transmitting, displaying, distributing, or knowingly receiving or searching for any threatening, harassing, libelous, defamatory, obscene, scandalous, inflammatory, sexually oriented, pornographic, or profane material, content, or images, or any other images, content, or messages. If you break any of these duties, your license to use this Website will be terminated immediately and without the need for us to provide you with any notice. “GRABANOID” reserves the right, in its sole discretion, to prohibit anybody access to this Website for any reason, including violation of this agreement.
You agree that any information you supply is truthful, accurate, up to date, and full. If you provide any information that is false, inaccurate, out of date, or incomplete (or “GRABANOID” has reasonable grounds to suspect that such information is false, inaccurate, out of date, or incomplete), “GRABANOID” reserves the right to suspend or terminate your access and activity on this Website, as well as refuse any and all current or future use of it.
Prohibited activities
You are expressly banned from using this Website, and you undertake not to use or authorize anyone to use it for any of the following purposes:
- take any action that places an unreasonable or disproportionately large load on, or wastes valuable time on, the Website’s infrastructure or resources, including, but not limited to, sending or promoting the distribution of “spam,” “junk mail,” chain letters, or other such unsolicited or illegal mass e-mailing techniques;
- disclose or share the ID’s, assigned confirmation numbers, and/or passwords with any unauthorized third parties, or use the ID’s, assigned confirmation numbers, and/or passwords for any unauthorized purpose, or otherwise allow or facilitate others gaining access to “GRABANOID”’s information technology systems, environments, networks, files, data, or accounts through the use of the ID’s, assigned confirmation numbers, and/or passwords;
- access or try to access “GRABANOID”’s information technology systems, environments, networks, files, data, or accounts without explicit authority (including access to data not intended for You), or log into a server or account that you are not permitted to access
- In an unauthorized manner, interfere with, disrupt, disable, or damage (or attempt to interfere with, disrupt, disable, or damage) the use or operation of this Website or “GRABANOID”’s, its affiliated or related entities’, or the Third Party’s systems, equipment, or applications, or service to any user, host, or network, including through the use of any programs, scripts, commands, viruses, worms, web bugs, harmful code, Trojan horses, other contaminants, or otherwise. This includes “denial of service” attacks, network “flooding,” purposeful efforts to overload or overburden a service’s resources, attempts to “crash” a host, and/or changing or rerouting any material or services supplied on this Website.
- attempting to circumvent or subvert system or network security (i.e., authentication) mechanisms, or probing the security of any system, network, or account associated or used in conjunction with this Website;
- uploading, posting, e-mailing, or otherwise transmitting any information, content, or proprietary rights that you do not have a right to transmit under this Agreement, any law, or other contractual or fiduciary relationships; and/or
- Search, monitor, or copy “GRABANOID”’s Website pages or material using any robot, spider, intelligent agent, meta-searching, other automatic technologies, or manual procedure.
Exclusion of competitors:
You are not permitted to use our Site, including the Content, in any way that is competitive with our company.
Information: The Content is not exhaustive and is intended solely for general information purposes. It is not advise since it does not take into consideration your individual requirements, objectives, or circumstances. While we make reasonable efforts to guarantee the accuracy and completeness of the Content, to the greatest extent permitted by law, we make no representation or assurance in regard to it.
Sites owned by other parties: Our Site may include links to websites operated by third parties. Unless clearly noted otherwise, we do not control, support, or authorize the material on other websites and are not responsible for it. You should conduct your own research about the appropriateness of such websites.
Discontinuance: We reserve the right to cease our Site, in whole or in part, at any time and without notice to you. We may also refuse anybody access to our Site at any time and in our sole discretion. We will not be liable for any Liability you may incur as a result of or in connection with any such discontinuation or exclusion.
Refund Policy
“Grabanoid” guarantees its services and guarantees a return in the following circumstances:
Evaluation:
- “Grabanoid” will analyze your sample files to the best of our ability using all available resources.
- For Phobos, Dharma, and Avaddon infections, allow 4-10 hours depending on number of IDs.
- In most other circumstances, the turnaround time is 24-48 hours, however it may be somewhat longer for more detailed descriptions. If we surpass the 48-hour limit, you will be entitled to a refund unless you agree to proceed. (At your leisure)
- Priority evaluation costs vary, and payment is requested before work begins.
- If you decide not to proceed with the quotation offered, the Priority evaluation cost is non-refundable.
- The evaluation’s objective is to analyze the difficulty of your files and present you with an estimate for your recovery, not to create an example file.
- If a sample file is necessary, a price may apply, and this depends on the kind of ransomware, as in certain circumstances it is not feasible unless a full recovery is conducted.
- Absence of Ransomware notes in each folder will be considered that someone from client’s IT team run antivirus software or run some online decryptor resulting damaged data. Guarantee is null and void for damaged data.
- In some difficult circumstances, it may take longer, and we will notify you of any delays through email. You will be given the choice of continuing with the evaluation or requesting a FULL refund.
- No files will be retrieved during the assessment stage because it is simply for the purpose of analyzing the files to calculate the cost of recovery.
No Data No Charge
You are bound by the conditions of the quote since, in addition to the elements listed below, the time range may vary from case to case.
- If we are unable to retrieve ANY data, we will notify you and refund the evaluation and recovery fees in full.
- If we are able to recover a portion of your data but not all of it, we will credit you for the proportion of the unrecovered files.
- All of our quotes ensure that at least 90% – 100% of all data will be restored.
- Before we begin the recovery, we only retrieve data from the same ID/EMAIL/TYPE of ransomware infection that was originally supplied on the ticket or agreed upon.
- “GRABANOID” will not be held responsible for the operation of any operating system/software/database that you may use in your company.
- If the extension is the same but the ID is different, we will only recover the file with the ID you specify at the beginning of the recovery process (unless affected with multikey infection).
- You will be given a list of all infected files both before and after decryption. If you have more than one ransomware note but the same extension on your system, we will only recover the files with the same ransomware note since in certain circumstances the extension may seem the same but the ransomware note has a distinct ID.
- In case of Multiple ID’s encryption – If Grabanoid will not able to decrypt some of the Ids from agreed list of Ids then partial amount for those non decrypted Ids will be return to the Customer as per his wish.
- If you request and are entitled to a refund, a remote session in the presence of the client’s IT professionals will be necessary to analyze before/after encrypted files.
- No reimbursements will be provided until “GRABANOID” establishes a remote connection to the original system on which the recovery was done in order to authenticate the client’s claim and get a proportion of the recovered/unrecovered data.
- If we surpass the time limit and do not have a decryption key for your files, you have the right to a complete refund if you request it in writing. We will continue to work, but if you opt to cancel within the maximum duration specified in your quotation, we will keep 50% of our efforts and resources spent to decrypt.
- If you change your mind, there will be no refund.
- If we surpass the period for a “24-48 emergency recovery,” the fee will be reset to the “5 days recovery priority recovery.”
- The quotation specifies the timeline for your recovery, which is depending on the type of infection you have.
- The period refers to our efforts to reverse engineer the decryption key on your sample files and get a decryptor.
- The timeframe does not guarantee that your files will be fully recovered on your system because this is dependent on the speed of your network/internet/data size, and it may take longer to reverse the files back on your system.
- Timeframes do not apply to clients with multi-key infections, however we constantly strive to recover within the timeframes we offer.
The recovery timeframe applies after:
- Payment has cleared,
- the pre-recovery checklist has been completed,
- the contact person(s) will remain available throughout the recovery process,
- all of our communication has been responded to in a timely manner,
- No further problems have been identified, including (but not limited to) additional IDs detected, multikey infection, other ransomware variants, network system restrictions, and so on.
- Client confirmation of files to be recovered*
- *Timeframe does not include UAE’s public holidays
Variations in Cost and Exceptions:
- Any data discovered to be changed by the customer may result in no reimbursement for our work.
- Multi-Key / Multi-Servers: If you have multiple IDs, the cost may be adjusted (refer to the quote or call us regarding multi-key / multi-server infections and how they may affect the cost of your recovery before you agree to our recovery) – please notify us immediately if you detect other IDs on your network (regardless if you wish to have them recovered or not). We will provide you with a quotation before beginning the recovery procedure.
- If we opt to recover only one ID and discover a multi-key infection during the recovery process, we will notify you of the cost and proceed with the recovery. If you do not proceed or answer within 48 hours, we may close your case and retain 50% of the fee for our work.
- Customers that use several servers will most likely have multiple IDs.
- Multiple IDs include – IDs / Email / Extension / Ransomware note on their computers regardless of which system they want to recover from.
- Several Servers — Clients with multiple servers will very certainly be infected with a unique ID for each server, if not more. Speak with us, and our team will be happy to help you for free.
Data Recovery Turn Around
“Grabanoid” will honor the turnaround time you specify at the time of receipt and will devote all resources required for recovery. Because of the nature of the decryption, server speed, server software, remote access, and other factors, some recoveries may take longer than others. We can’t speed up the procedure because certain decryptions are rather complicated.
Authorization of Recovery: If you accept the pricing estimate supplied by your account representative after the initial examination of your file(s), we will use our current technology and standard processes to recover your data, as well as all available options/resources.
Competitor Price Match: If you get a cheaper price from a competitor for the same value/speed of recovery as our indicated price, we will match the price plus offer you an extra $350 reduction (applies only to works with a recovery value of $8000 USD or more).
Only applies from a registered firm and prior to the acceptance of your estimate.
If we are unable to verify the offer and its parameters, we may deny a rival price match.
Declined Recovery Services: We will try our best to present you with a realistic pre-quote range over the phone or through email based on your exact problem description over the phone during the initial consultation. “GRABANOID” does not attempt to recover your data until your device has been reviewed and ONLY IF YOU AGREE TO THE FORMAL QUOTE AND FULL PAYMENT IS MADE. By enlisting our services, you confirm that you are happy with the quotation range and that you intend to use our recovery services and all available resources to have “GRABANOID” retrieve data from a ransomware attack in good faith.
Quotes: All of our prices are FIXED*. There is no need to proceed with any of the estimates offered to you following the evaluation; nevertheless, if you chose Priority evaluation, the cost will not be refunded in order to recoup the time spent by the “GRABANOID” technicians prioritizing and analyzing your ticket. If we are unable to recover any of your files, you will be repaid the whole price of the priority evaluation, or a percentage of the unrecovered files. (See the No Data, No Charge Policy for more information.) Any data discovered to be changed by the customer may result in no reimbursement for our work.
*If you have numerous IDs, the cost may be increased – please notify us promptly if you have many IDs*
Multiple IDs include – IDs / Email / Extension / Ransomware notice on your computers regardless of which ID you want to recover from.
Approved Recovery Services: After an evaluation, you will have the choice to accept or deny “GRABANOID”’s offer. If you want to proceed with recovery services, you will be locked into a fixed charge for ONLY the encryption detected during the test.
If another encryption ID infection is detected, we will need to re-evaluate and present you with an updated estimate for the extra encryption. If the customer opts out of the recovery after accepting the price at any point without giving us a fair amount of time to remotely connect and decrypt their files, the whole agreed-upon cost will still be charged. Unless other arrangements have been established in writing, if the data is judged to be unrecoverable, you will not be charged the agreed-upon recovery quote.
- ii) Prior to recovery, we may need to do a comprehensive system scan. Any files that are not present during our scan or have read-only/hidden security permissions will not be retrieved. Please confirm that all of your files are accessible and that the pre-recovery checklist has been completed.
Recovery Warranty Information: You have 5 days from the day you get your data to ensure that it is available on your computer. It is your obligation to back up your data as soon as possible.
Prevention Warranty Information: If “GRABANOID” has been hired to do ransomware prevention on your system, we guarantee that we will take all required actions to safeguard your network to the best of our ability depending on the information supplied. You must do the following to ensure that your system is ransomware-proof:
- Follow all of the recommendations in our Ransomware Prevention report.
- Do not activate any network services until all essential adjustments have been made.
- Ensure that “GRABANOID” examines every single PC and server, whether infected or not. Allow us access to your firewall to investigate.
Service Restrictions: By accepting to this service agreement, you acknowledge that the data/equipment you are providing to “Grabanoid” is already damaged. We strongly advise you to backup your data to an external disk and delete it from your PC before granting “GRABANOID” remote access.
Applicable Government Laws: This agreement shall be governed and construed in accordance with the substantive Federal law of UAE / Cyber law of UAE, excluding conflicts of law and choice of law principles. Each party submits to the exclusive jurisdiction of the courts sitting in Dubai, UAE, to settle all issues arising under this agreement, and waives any claim that such courts are an inconvenient venue.
Reporting Crimes to Authorities: “Grabanoid” advises all cybercriminals should be reported to authorities. It is the client’s entire obligation to report any such offenses. “GRABANOID” does not share any information about its clients to authorities unless required by law or the client has provided written authorization. You agree that you will not hold “GRABANOID” accountable for any information disclosed to authorities. Any data breaches should be reported to the appropriate authorities in your country.
Amendments: This Agreement represents the parties’ whole agreement and replaces all prior understandings or written or oral agreements between the parties relating to the subject matter hereof. No addition, modification, or alteration to this Agreement shall be binding unless made in writing and signed by the parties hereto or their legally authorized agent.
Severability: If any provision of these terms and conditions is found to be invalid, unlawful, or unenforceable, that provision shall be enforced to the maximum extent permissible by applicable law, without affecting the validity, legality, or enforceability of the other sections.
Any changes to these terms and conditions must be requested in writing in advance and accepted by “Grabanoid”.
“GRABANOID” may amend the terms and conditions without notice
