Recovery Terms
What recovery support includes, what eligibility depends on, and — just as importantly — what it cannot promise.
Placeholder — pending legal review
This page sets out the structure and intent of the final document. It is not yet a binding legal text. Replace the sections below with counsel-approved wording before launch.
The commitment, stated precisely
If your eligible account is hacked or wrongfully disabled, Medalock manages and supports the recovery process. Subject to eligibility and service terms.
This is a commitment of process, not of outcome. Instagram, Facebook, TikTok and WhatsApp each decide for themselves whether an account is restored. No third party — including Medalock — can compel that decision, and any service claiming otherwise is not being straight with you.
What support includes
- Assessment of what happened and what access remains
- Immediate containment guidance: credentials, sessions, devices
- Preparation of a recovery case, with evidence organised
- Submission through the channels the platform makes available
- Escalation where an escalation route exists
- Progress tracking in the app, and a clear point of contact
What the final document will define
- Eligibility conditions — including how long the platform must have been protected before an incident, and what information must be accurate at the time of the incident
- Exclusions, such as accounts disabled for policy violations
- Required cooperation and response times from you
- Expected case handling stages, and how you are kept informed
- When a case is closed, and what happens if it is unsuccessful
- Any limits on the number of cases per subscription period
Why we word it this way
It would be easy to write “guaranteed recovery” on a marketing page. It would also be untrue, and you would find that out at the worst possible moment. We would rather set the expectation accurately now and meet it later.