Refund Policy

Buying should not feel like a gamble. This page sets out the money-back guarantee on our unlock services, when you get money back on your card, and when you get a credit note instead.

The guarantee

Pay for an unlock, have us attempt it, and find it cannot be completed, and the money-back guarantee covers you — on the conditions set out further down. A claim under it is settled with a credit note to spend on a future service, rather than cash back on your card. We charge for work we can deliver, and not for work we cannot.

Why there are two payments

An unlock is processed in two stages, each priced on your order summary before you pay anything:

• first an eligibility check, which establishes where your device stands — activation lock, lost or stolen reports, blacklist entries, which network it is on and what its history looks like; then
• a separate unlock fee, which you pay only if you decide to go ahead once you have seen the check.

The check itself cannot be refunded

We carry out the eligibility check the moment you order, and it is outside the money-back guarantee. Decide against the unlock payment and the cost of the check stays with us, because the work is already done. You are told this before you pay.

Devices that are lost, blacklisted or barred

A device's full status cannot be known until an unlock is attempted. Where one has been reported lost, or appears on a blacklist, we may still go ahead if that is what you want. For anything marked lost in iCloud, we will ask you after payment to send us your proof of purchase along with a government-issued photo ID, so that we can satisfy ourselves you are the rightful owner before the unlock is submitted. An order may be held or refused where ownership cannot be established, or where we have reasonable grounds to think the device is stolen. A handset that is genuinely blacklisted or barred cannot lawfully be made to work again by us, and an unlock that has been undertaken cannot be refunded.

Credit notes

A credit note is store credit attached to the email address you checked out with, and it can be spent on anything we sell. One issued by mistake can be withdrawn. It cannot be exchanged for cash.

PhoneToolbox software

The desktop software is sold with a 7-day money-back guarantee. Ask within seven days of buying a plan and we issue a refund to your original payment method — as money, not as a credit note. The credit notes described above belong to the unlock service and do not apply to a software plan.

We ask for one thing in return: tell us what went wrong. A tool that could not do what you needed is worth knowing about, and it is usually faster to fix than to argue over.

How to ask for one

Email support@accessmyphone.com, quoting your order reference and the email address used at checkout. Where money is owed back to your card, it goes to the payment method you originally used, which usually takes 5 to 10 business days depending on your bank.

Talk to us before you dispute it with your bank

Come to us first if something has gone wrong. We can nearly always sort it out more quickly than a bank dispute will — by refund or by credit note, where one is due.

Getting in touch

Write to support@accessmyphone.com.