We’d rather you knew where you stand before you pay than find out afterwards. Here’s the whole policy at a glance, with the details below.
| What happened | What you get |
|---|---|
| You got your diagnosis results | The diagnosis fee isn’t refundable, whatever the results show |
| A problem on our side meant you didn’t get your results | We run it again, or refund you |
| We attempted a fix and it couldn’t be completed | Store credit for the full fix fee |
| We couldn’t attempt the fix at all | A refund of the fix fee to your card |
| The phone turned out to be reported lost or stolen | We stop, and the fix fee becomes store credit |
| We asked for proof of ownership and didn’t get it within 30 days | The order closes, and the fix fee becomes store credit |
| You cancel a fix within 14 days, before the work is complete | A refund to your card, less the cost of anything already submitted |
The diagnosis
We run the diagnosis the moment you pay, and the results are what you’re paying for. Once they’re ready, the work is done, so the fee isn’t refundable, even if the results aren’t what you hoped. You’re told this before you pay.
Fixes
Each fix is a separate payment, made only if you choose to go ahead after seeing your results. We only offer a fix that applies to your phone, but we can’t guarantee every request goes through. That depends on the phone and on the manufacturer or network.
If we attempt the fix and it can’t be completed, you get store credit for the full fix fee. Submitting a request costs us money whether or not it succeeds, which is why this is credit rather than cash. If we couldn’t attempt the fix at all, for example because a problem on our side stopped us submitting it, we refund the fix fee to your card.
The diagnosis fee is never part of a credit or refund for a fix, because that work was done.
Proof of ownership
Some fixes, including Apple ID lock removal, need proof that the phone is yours, usually the original receipt and sometimes photo ID. We’ll ask by email and remind you a few times. If we haven’t received it 30 days after we first asked, we close the order and the fix fee becomes store credit. That credit can be spent on anything except another Apple ID lock removal, since that would need the same proof.
How store credit works
- It’s attached to the email address you used at checkout, and you can see it in your account.
- It doesn’t expire.
- You can spend it on any of our services, apart from the one exception above.
- It can’t be exchanged for cash. Credit issued by mistake can be withdrawn.
Your legal rights
This policy doesn’t take away any of your rights under consumer law. If the law gives you a right to a refund, you’ll get one, whatever this page says.
How to ask
Email us or send us a message with your order reference and the email address you used at checkout. A real person will look at it. Refunds go back to the card you paid with and usually arrive within 5 to 10 working days, depending on your bank.
If something has gone wrong, please come to us before disputing the payment with your bank. We can nearly always put it right faster.
Who we are and how to reach us
AccessMyPhone is a trading name of Zacharia Grierson, a sole trader based in the United Kingdom.
Email support@accessmyphone.com, or send us a message and a real person will reply.