FAQ

How do I get my data back?

Send us an email at [email protected]. You will need to provide the ID number and passphrase for the data set(s) you want to recover, and the address we should send the data to.

Please note that data recovery within the UK is free of charge, sent next-day delivery. International customers, please specify your preferred postage speed and method when you contact us for recovery. Postage will be charged at cost to you once you have your data back. This is because we are a small company, and can’t easily cover the cost of very fast and secure shipping globally.

Can anyone else access my data?

When you send us a data set, we will provide an ID number for that data and a passphrase for you. If you want to share access to a data set, you can pass on the ID number and passphrase to a trusted person. Treat these like a password - only share them with people you want to be able to have full access to recover that data set in your absence.

I have another set of data, can I add it to my plan?

No, we keep each shipment of storage media separately. This is to help you with budgeting separately for different research trips supported by different funding, and to allow you to share recovery access to your different data sets with different people.

You can of course start up a new plan for a new set of data at any time by filling in the form and sending us your media.

How do I cancel my plan?

If you wish to end a plan for any or all of your data, send us an email. We will hold on to the data for a 30 day cool-down period in case of a change of circumstances, before deleting the data and any of your information associated with it, and refunding you for any months of storage you have paid for and not used.

How do you charge me?

We send one invoice per data set per year, which is due to be paid within 30 days. The invoice will be sent via Stripe, and they handle your payment safely and securely.

We will hold onto your data for a maximum of 60 days from the date of invoice if you don’t pay, after which your data will be deleted. You can stop this process at any point during the 60 day period by paying the invoice.

Where is my data kept?

Our underlying storage provider is BackBlaze, and your data will be stored on their Amsterdam servers. If this is a problem for you, send us an email and we can discuss alternatives.

What happens to my data if Arca goes away?

If the Arca service will stop running, we will endeavor to give at least two months notice. You will then have two options: either to receive your data by post free of charge, or to have it deleted. If you have paid for any months of storage that won’t be able to be used, we will offer a pro rata refund.

I have a question you haven’t answered!

Glad you are so interested in the product! Please get in touch! and ask us anything.