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Ontrack fits people and businesses with failed hard drives, SSDs, RAID arrays or servers who need a lab, not software, and want a free evaluation and file list before paying. It is a legitimate data recovery company with roots in 1985, run by KLDiscovery Ontrack, LLC and rated A+ by the BBB with no complaints in 3 years. The tradeoffs are that Ontrack does not publish service prices, its standard turnaround averages 7 to 14 business days, and its US terms do not promise a no data, no charge refund. For a simple deleted file on a working drive, try free software first.
- Company
- KLDiscovery Ontrack, LLC, 9023 Columbine Road, Eden Prairie, MN; a business of KLDiscovery4
- History
- Started in 1985 as a software company; Ontrack Data Recovery formed in 19873
- Evaluation
- Free consultation and, in most cases, a free evaluation with a list of recoverable files and a quote1
- Service levels
- Standard averages 7 to 14 business days, Priority 2 to 5 business days, Emergency works 24/7 until completion1
- Data return
- Recovered data shipped on an encrypted external device by free next-day delivery1
- Price
- Not published; set by a quote after evaluation2
- Cancellation
- Cancel anytime during the free evaluation; after ordering, within 7 days, but you pay for work already done2
- Software
- EasyRecovery for Windows, Mac, Photo and iPhone; free version recovers up to 1 GB, files under 25 MB5
Pros
- Free consultation and, in most cases, free evaluation with a file list
- Handles hard drives, SSDs, RAID, NAS, servers, tape, phones and ransomware cases
- 24/7 emergency service level
- Data returned on an encrypted device with free next-day delivery
- BBB A+ and accredited, with no complaints in 3 years
Cons
- No published prices for lab recovery
- Standard turnaround averages 7 to 14 business days
- US terms do not promise no data, no charge, and liability is capped at the fee you paid
- You pay return shipping if you decline the quote
- Parent KLDiscovery restructured its debt in 2024 and no longer files reports with the SEC
Best for: People and businesses with physically failed or complex storage, such as clicking hard drives, dead SSDs, RAID or servers, who need a lab and a free evaluation first.
Skip it if: You only deleted a few files from a working drive, or you need a written no data, no charge promise before you ship.
Ontrack vs. competitors
| Company | Free evaluation | No data, no fee promise | Standard turnaround | BBB |
|---|---|---|---|---|
| Ontrack | Yes, in most cases | Not stated in US terms | 7 to 14 business days on average | A+, accredited since 2019 |
| Secure Data Recovery | Yes, with standard service | Yes, on standard service | Service levels from 2 to 4 days up to 5 to 9 business days | A+, accredited since 2011, 19 complaints in 3 years |
Ontrack pricing at a glance
Ontrack service levels for individuals, as listed October 20262
| Service level | Average turnaround | Price |
|---|---|---|
| Free consultation and evaluation | Depends on service level | Free in most cases; you pay return shipping if you decline |
| Standard | 7 to 14 business days | Quoted after evaluation |
| Priority | 2 to 5 business days | Quoted after evaluation |
| Emergency | 24/7 until completion | Quoted after evaluation |
| EasyRecovery software, free | Instant, do it yourself | $0 for up to 1 GB, files under 25 MB |
| EasyRecovery Home, Professional, Premium, Technician | Instant, do it yourself | Not shown on the page we opened |
Ontrack's US terms say the fee is set in your quotation and is payable before work starts or invoiced at completion, and that a recovery is not guaranteed. Equipment left more than 90 days after a quote without an order or return request may be disposed of.
Ontrack, step by step
Free consultation
Call or fill in the online form; Ontrack's engineers are available 24/7 for emergencies.
Send the device
Ship your drive, phone or array to an Ontrack lab using the instructions you are given.
Free evaluation and quote
Engineers check what is recoverable and send a file list and a quote. You can order, ask for the device back at your shipping cost, or ask them to destroy it.
Recovery
After you approve, recovery runs at your chosen service level and you can track it in a secure portal.
Data return
Recovered data comes back on an encrypted external device by free next-day delivery.
Ontrack legitimacy and licensing
Yes. Ontrack is run by KLDiscovery Ontrack, LLC in Eden Prairie, Minnesota. It started in 1985 making disk software and formed Ontrack Data Recovery in 1987; it was later Kroll Ontrack before KLDiscovery acquired it. The BBB rates Ontrack A+ and it has been accredited since April 15, 2019, with no complaints in the last 3 years. Ontrack lists Apple, Dell, Western Digital and others as technology partners.
Ownership changed in a way worth knowing. In August 2024 KLDiscovery completed a restructuring in which its debenture holders received 96% of the company’s shares, and it filed in October 2024 to stop reporting to the SEC, so it is no longer a publicly reporting company.
Ontrack data recovery cost
Ontrack does not publish lab recovery prices. You get a free consultation and, in most cases, a free evaluation, then a quotation that sets the fee. Price depends on the device, the damage, the amount of work and the service level: Standard (7 to 14 business days on average), Priority (2 to 5 business days) or Emergency (24/7 until done).
If you decline the quote, you pay to have the device shipped back, or you can ask Ontrack to destroy it. If you neither order nor ask for it back within 90 days, Ontrack may dispose of it. The EasyRecovery software has a free version that recovers up to 1 GB of files under 25 MB each; paid editions were not priced on the page we opened.
What Ontrack can recover
Ontrack lists recovery for desktops, laptops, external drives, flash and memory cards, NAS, servers, RAID, tape, phones and tablets, plus databases, virtual machines, CCTV systems and ransomware-hit systems. It also offers remote recovery for some logical problems, data erasure software and hardware, and tape services for businesses. Physical failures need a cleanroom lab; Ontrack says it has cleanroom facilities worldwide.
What customers say about Ontrack
Recurring themes across the review sites and complaint records listed above, not individual quotes.
Common praise
- Data recovered from drives other services or software could not read
- Professional, knowledgeable engineers
- Friendly communication
- Clear quotes with no hidden fees
Common complaints
- Failed recoveries with little explanation
- Few technical details about the diagnosis
- Slow or poor communication during the job
- Confusion with OnTrac, an unrelated delivery company, in many negative reviews
Terms to read before you ship a drive
- No guarantee of results: the US terms say performing the service is not a guarantee that any data will be recoverable or usable, and services are provided as is.
- No data, no charge: we did not find this promise in Ontrack’s US data recovery terms. Ask whether you will owe anything if your target files are not recovered, and get the answer in writing.
- Liability cap: Ontrack’s liability is generally limited to the fee you paid, or the greater of $10,000 or the fee for confidentiality and data protection breaches.
- Shipping: couriers handle transport and loss in transit falls under the courier’s terms, so pack the drive well and insure it.
- Payment: unpaid balances can lead Ontrack to keep your device and data, with disposal possible after 90 days.
Cancellation and refunds
You can cancel at any time during the free evaluation. After Ontrack confirms your order by email, you can cancel within 7 days, but by ordering you authorize work to start right away and you must pay for work done before you cancel. Once the service is complete you cannot cancel. To cancel, contact Ontrack with your order number, name and address.
Complaints and how to protect your data
The BBB lists no complaints in 3 years. On Trustpilot, negative reviews mention failed recoveries with little explanation, limited diagnostic detail and slow communication, and many are actually about OnTrac, a delivery company with a similar name.
- Stop using a drive that clicks, grinds or is not detected; running software on it can make recovery harder.
- Get two quotes for expensive jobs, since lab prices are not published.
- Before you approve, confirm the specific files you need are on the recoverable list.
- Keep your order number and ask for the return device’s encryption details in writing.
Alternatives to Ontrack
- Secure Data Recovery Publishes a No Data, No Recovery Fee guarantee on standard service, worth comparing quotes if that promise matters to you. Read review
- DriveSavers Another established lab service to get a second quote from for a physically damaged drive. Read review
- Free software: PhotoRec or EasyRecovery Free For deleted files on a drive that still works, the free open source PhotoRec or EasyRecovery's free 1 GB tier may be enough; stop if the drive clicks or is not detected.
Ontrack reviews
Written by readers, read by our moderators, never edited by the company.
No reader reviews yet. If you have used Ontrack, yours will be the first.
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Frequently asked questions
Is Ontrack a legitimate company?
Yes. Ontrack is KLDiscovery Ontrack, LLC of Eden Prairie, Minnesota, in business since 1985, and the BBB rates it A+ with accreditation since 2019 and no complaints in the last 3 years.
How much does Ontrack charge for data recovery?
Ontrack does not publish prices. You get a quote after a free evaluation, and the fee depends on the device, the damage and the service level you choose.
Is the Ontrack evaluation free?
Ontrack offers a free consultation and, in most cases, a free evaluation with a list of recoverable files. If you decline the quote, you pay to ship the device back.
Does Ontrack have a no data, no charge policy?
We did not find that promise in Ontrack's US data recovery terms, which say results are not guaranteed. Ask Ontrack in writing what you would owe if your files cannot be recovered.
How long does Ontrack data recovery take?
Standard service averages 7 to 14 business days and Priority 2 to 5 business days. Emergency service works around the clock until the job is done.
Is Ontrack EasyRecovery free?
There is a free version that recovers up to 1 GB of data, limited to files under 25 MB. Paid editions include Home, Professional, Premium and Technician.
Who owns Ontrack?
Ontrack is a business of KLDiscovery. After an August 2024 restructuring, KLDiscovery's former debenture holders own 96% of its shares, and the company stopped reporting to the SEC in October 2024.
Can I cancel an Ontrack order?
Yes during the free evaluation. After you order, you can cancel within 7 days of the confirmation email but must pay for any work already done.
What happens to my drive if I don't approve the quote?
You can have it returned at your shipping cost or ask Ontrack to destroy it. If you do neither within 90 days of the quote, Ontrack may dispose of it.
Is Ontrack the same as OnTrac?
No. Ontrack is a data recovery company; OnTrac is an unrelated package delivery company, and some negative Ontrack reviews online are about OnTrac.
Sources (12)
Facts on this page come from company websites, government agencies and regulators, checked on the dates shown. Editorial standards
- Ontrack: Data recovery for individuals (process and service levels) (accessed October 12, 2026)
- Ontrack: US data recovery terms (accessed October 12, 2026)
- Ontrack: Company history (accessed October 12, 2026)
- Ontrack: About and homepage (accessed October 12, 2026)
- Ontrack: EasyRecovery for Windows (accessed October 12, 2026)
- BBB: Ontrack business profile (accessed October 12, 2026)
- Trustpilot: Ontrack reviews (accessed October 12, 2026)
- SEC: KLDiscovery Inc. Form 8-K/A on the August 2024 restructuring (accessed October 12, 2026)
- SEC EDGAR: KLDiscovery Inc. filing index (Form 15-12G, October 2024) (accessed October 12, 2026)
- Secure Data Recovery: Homepage (guarantee and turnaround) (accessed October 12, 2026)
- BBB: Secure Data Recovery Services business profile (accessed October 12, 2026)
- CGSecurity: PhotoRec (accessed October 12, 2026)
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