Videos delivered via Cloud Delivery are removed from our production servers 30 days after delivery. If the videos were encoded in the last 180 days, we may be able to restore them from our staging environment.
There is a non-refundable $20 fee for us to attempt the file recovery. If successful, the video restore fee is 80% of the encoding cost (example, if you paid $10/tape for encoding, video restore will be $8/file). Please note that while we make every effort to restore expired videos, in many cases we are not able to recover them.
To avoid this scenario, we strongly encourage purchase of the Lifetime Back-up service ($1/tape). With Lifetime Back-up we keep a permanent off-line copy of the files, and can restore them at any time to Cloud, USB, or DVD. You just cover the delivery cost.