If, at the moment of infection, you had a valid commercial Dr.Web license and the current version of Dr.Web Enterprise Security Suite/Dr.Web Desktop Security Suite/Dr.Web Security Space was installed, you are entitled to free decryption if it is possible. Submit a request for free decryption via the form. Attach to your request the power of attorney that entitles you to represent the interests of the customer, as well as documents confirming that your customer is the legal owner of this license (a photo or a scanned copy of the license certificate, the payment receipt, an email from the online store or other confirming documents).
You can find the list of reasons why Doctor Web may decline requests for free data recovery here.
