Terms of service

Last updated 11 November 2026

These terms explain how Restora works, what we will and will not do, and the basis on which you use this website and our account-recovery service. Please read them carefully before you start an enquiry or instruct us to do any paid work.

About these terms

These terms apply to your use of this website and to any enquiry, assessment or recovery work you ask Restora to carry out. By submitting an enquiry or instructing us to start paid work, you agree to them. If you do not agree, please do not use the service.

Our privacy notice explains how we handle personal information.

Independent service

Restora is an independent account-recovery service for Instagram, Facebook and WhatsApp. We are not affiliated with, endorsed by, sponsored by or acting on behalf of Meta Platforms, Inc., Instagram, Facebook, WhatsApp or any of their related companies. Those names are used only to describe the accounts we can help with, and all trademarks belong to their respective owners.

We cannot issue official platform decisions, override a platform's policies, or act as that platform. Any recovery or reinstatement is decided solely by the relevant platform.

No guarantee of recovery

We cannot guarantee that any account will be recovered, reinstated or unlocked. Outcomes depend on the platform's own policies, review processes and decisions, and on the facts of your case. After a free assessment we will tell you, honestly, what we think is realistic. You then decide whether to go ahead. If we do not think we can help, we will say so.

Eligibility and proof of ownership

You must be the rightful owner of the account you enquire about, or a person properly authorised to act for that owner (for example, a director or nominated administrator of a business account). You confirm that the information you give us is accurate and complete, so far as you know.

We will ask you to provide proof of ownership or authority — for example, official emails from the platform, identity documents, previous login records, or business documents. We will only take on a case where we are reasonably satisfied that you are entitled to the account.

We refuse work on accounts that you do not own or are not authorised to represent. We do not help anyone gain access to an account that is not theirs. If we believe an enquiry is unauthorised, we will decline it and may keep a limited record of that decision.

What we never ask for

We never ask for your current password, one-time login codes, authenticator seeds or backup codes at the outset, or as a condition of the assessment. Please do not send them in the questionnaire or in a Telegram message. If anyone claiming to be us asks for them, do not share them and contact us on Telegram.

If, later in a case, a platform's official recovery process requires you to set a new password or complete a step in your own session, you do that yourself. We do not log in as you with your existing credentials.

The free assessment

Your initial assessment is free and without obligation. You answer a short questionnaire; we review your situation and reply on Telegram with what we think is realistic and, if we can help, a written quote. You do not have to accept the quote or start paid work.

Fees and payment

Any fees are quoted to you in writing before paid work begins. The quote will describe the work we propose and the fee.

Payment is accepted in any cryptocurrency. Your quote will confirm the coin and network you would like to pay with. We do not accept cards or bank transfers. Work begins only after we have confirmed receipt of the agreed payment, unless we say otherwise in writing.

Refunds

The assessment itself is free, so no payment is taken at that stage.

If you have paid a quoted fee and we have not yet started the agreed recovery work, you may ask for a full refund of that fee.

Once we have started the agreed recovery work, fees are not refundable, except where we fail to deliver the work we agreed in your quote (for example, we do not carry out the steps we said we would). In that case we will put it right or refund the relevant fee. A platform's decision not to recover or reinstate an account is not, on its own, a failure to deliver the agreed work.

This does not affect your statutory rights, including any rights you have under the Consumer Rights Act 2015.

Acceptable use

You must not use this website or our service:

We may refuse, suspend or end an enquiry or case if we reasonably believe you have breached these terms.

Limitation of liability

We provide the website and the assessment with reasonable care and skill. We are not responsible for decisions made by Meta, Instagram, Facebook, WhatsApp or any other third party, or for delay or failure caused by them.

Nothing in these terms excludes or limits liability for death or personal injury caused by negligence, for fraud or fraudulent misrepresentation, or for any other liability that cannot be limited or excluded under English law.

Subject to that, we are not liable for loss of profits, business, goodwill or anticipated savings, or for any indirect or consequential loss, and our total liability to you in connection with a case is limited to the fees you have paid us for that case (or, if you have paid nothing, to £100).

Changes to these terms

We may update these terms from time to time. The revised terms will be posted on this page with a new "Last updated" date. Changes apply to new enquiries and, for an existing case, only to the extent they are fair and we have told you about them where it is reasonable to do so.

Governing law

These terms, and any dispute or claim arising out of or in connection with them or the service (including non-contractual disputes or claims), are governed by the law of England and Wales. The courts of England and Wales have exclusive jurisdiction, except that if you are a consumer you may also bring proceedings in the courts of your place of residence if the law allows.

Contact

For questions about these terms, or about a case, contact us on Telegram.