Legal

FIX Inc. (trade name: Scratch Lab)

Representative Director: Fumihiro Iino

Akihabara ST Building 6F,
4-13-6 Sotokanda, Chiyoda-ku,
Tokyo 101-0021, Japan

Email: support@media-sos.com
Phone: +81 50-5577-5734
Hours: Monday–Friday, 10:00–19:00 JST

• Data recovery services (HDD, SSD, NAS, RAID, flash media, MacBook, and other storage devices)
• On-site and remote technical support
• B2B reseller and referral partner programs

Fees are determined on a case-by-case basis following a free initial diagnosis and written estimate
Success-based pricing: If data recovery is unsuccessful, no service fee is charged.

The following costs may apply regardless of outcome

• International shipping (to and from our facility in Tokyo) is the client's responsibility unless otherwise agreed in writing.
• Import duties, customs fees, and taxes imposed by the client's country are the client's responsibility.
• Domestic return shipping within Japan is covered by us.

Payment

We accept the following payment methods

• Credit card (via Stripe)
• Bank transfer — domestic and international wire transfer
• Wise (if you hold a Wise account)
• PayPal (available upon request)

Payment is processed through third-party platforms. Please refer to each provider's privacy policy for details on how your payment data is handled.

Shipping

• Inbound (to our lab): Shipping costs are the responsibility of the partner.
• Outbound (return to partner): We cover return shipping costs.
• No recovery / case not accepted: Return shipping costs are the responsibility of the partner.
• No return required: No shipping costs apply.
• Online delivery: No shipping costs apply. Available for smaller datasets (up to a few GB).

Upon successful data recovery, recovered data is delivered via one of the following methods, as agreed in advance

• Secure return shipment of recovered data on a new storage device
• Secure FTP / encrypted file transfer (where applicable)

Our cancellation terms are as follows:

• Before work begins: no charge.
• After work has begun: in a limited number of cases, actual costs incurred (e.g., parts or labor already performed) may be billed. Where this applies, we will inform you explicitly before any such work begins and proceed only with your agreement.
• Once data has been successfully recovered and confirmed by the client, cancellation is not accepted.
• Inquiries not followed up within 14 days (no device received) may be treated as cancelled.

All client data and case information is handled with strict confidentiality. We do not disclose case details to any third party without prior written consent.

Non-Disclosure Agreements (NDAs) are available upon request prior to commencement of any work.

These terms and any disputes arising from our services are governed by the laws of Japan. The Tokyo District Court shall have exclusive jurisdiction as the court of first instance, unless otherwise agreed in a separate written contract.

Our liability is limited to the service fee paid by the client for the relevant case. We are not liable for any indirect, incidental, or consequential damages arising from data loss or unsuccessful recovery.