This is an explanation of the process I went through. I brought in a failed hdd from a laptop. All of my questions were answered and I learned a bit about hdd structure to boot. A quick diagnostic was done which revealed an unusual failure mode. There was no upfront cost. There was a fixed price structure which was explained in detail. A ticket system was set up where I received updates by email so I was informed throughout. Only after data recovery had been achieved and a complete file structure of the failed drive was provided to check through was the price agreed. Large volumes of data require a new drive to fit everything on. These could be supplied or you could provide your own. I chose the latter and it was no problem. When I picked up my new drive, again all of my new questions were answered. A copy of my data was then retained for one week to ensure I was 100% happy with everything I got. The offer was made that if I had any problems, it could be kept longer if I requested. Overall, a very straightforward process where I was kept informed throughout. Obviously, nobody wants to be in a position where it looks like they've lost all of their data, but if this is you, I highly recommend Cheadle Data Recovery to do this for you. Thank you very much John!