Terms of Service

This page is the agreement between you and AccessMyPhone ("we", "us"). It covers everything you do on this site and every order you place, and you accept it by browsing here or by paying us. You can pay in pounds, euros or US dollars. Stripe handles the card transaction, and the line on your statement will read DEVICEDECO, which is the trading name our card processing is registered under. Nothing written here removes the rights consumer law gives you: this agreement sits alongside those rights and complies with them.

1. What we sell

Two things are sold here. The first is information — IMEI and serial lookups that report a handset's model, warranty, network and carrier status. The second is unlocking work: iCloud Activation Lock removal, Google FRP removal on Android, and carrier (network) unlocks. Anything we give away free is supplied "as is". When you pay for an unlock, that payment is the point at which we begin sourcing and supplying the solution. Every timeframe quoted anywhere on this site is an estimate and nothing more.

2. Cancellation

Once an order is paid for it cannot be cancelled. The cost of the eligibility check and of the unlocking work falls on us the moment you order, not at some later stage. Submitting payment is your instruction to us to begin immediately.

3. Where these services are legal

Everything sold here is lawful throughout Europe and North America. If you are ordering from outside those two continents, check the position in your own jurisdiction before you do. You must either own the handset or hold the owner's authorisation before asking us to unlock it.

4. What we assume of you

We take it that you have read what this site says about the service you are buying before you buy it.

5. What is your responsibility

Confirming that your handset will work on the network you intend to move it to is your job, as is making sure the phone itself is in working order. The details you give us have to be accurate — the IMEI or serial number above everything else.

6. Delivery times

Prices and delivery times are as quoted to you. The times themselves are guidelines handed to us by the networks and providers doing the work, not figures we set. They move in both directions, without notice, and that is as true of every other unlock provider as it is of us. While your unlock is running we will tell you if the timing changes, and keep you informed right up to the point the phone is unlocked.

7. How a paid unlock is paid for

An unlock is bought in two stages, and your order summary prices each one separately before you hand over any money. The first payment buys an eligibility check. We run it straight away, and it establishes where the device stands: whether it is recorded as lost or stolen, whether it sits on the network you named, what its history shows, and whether Activation Lock is on. The second is the unlocking fee, payable before the unlock is completed, and only if you choose to carry on. Because the check has already been performed by that stage, the order is past cancelling, and the eligibility fee is not refundable if you decide to stop there.

8. The money-back guarantee

Our paid unlock products carry a money-back guarantee. It is there so that a customer acting honestly can rely on the product they ordered being delivered in good faith and being fit for purpose. Keeping that guarantee meaningful for everybody means attaching the conditions listed below. Where one of them applies, what you receive is a credit note to spend on a different service, rather than money back on your card. Our Refund Policy sets all of this out in full and forms part of this agreement.

• It does not cover a handset that appears to be blacklisted, sitting in iCloud Lost mode, or blocked by Apple. A handset is blacklisted when it has been reported lost, stolen or abused.
• It applies in one circumstance only: our attempt to unlock returns an "unavailable" report to our server.
• Eligibility checks sit outside the guarantee. If you choose not to go on to the unlocking payment, the money paid for the check stays with us, because that work has already been carried out.
• Code unlocking works on an Android handset only where the phone actually prompts for an unlock code once a SIM from another network goes in. The order summary tells you so before you buy. A phone that never asks for a code cannot be unlocked this way, and we have still paid to submit it, so an order like that comes back to you as a credit note.
• Where the network returns a phone as hard-locked, the refund takes the form of a credit note, because attempting it took work.
• A technician unlock that cannot be completed goes back onto your card. A technician unlock that succeeds on a phone later found to be blacklisted is not refunded.
• A standard service that fails, with no upgrade taken, is settled by credit note and nothing else. Where a premium service is then attempted and it fails too, the standard payment and the premium payment both go back onto your card.

9. Telling you it is done

We confirm a completed unlock by email, to the address you gave us, with brief instructions for your device. An iPhone needs a Wi-Fi connection and a restart. Other phones need the unlock codes we send, entered the way the email describes.

10. Wrong details

Where the handset details you supplied were wrong and the order has already been fulfilled, nothing can be changed and no refund is due. Where it has not been fulfilled yet, we will try to cancel it and place a corrected one instead; if that succeeds, the delivery time on the new order counts from the moment of the change and not from your original purchase. We cannot promise a cancellation will work. If it does not, ordering again with the correct details is the only route left.

11. What "unavailable" means

It means the iPhone could not be unlocked and the reason is not yet established, so the case needs looking into further.

12. Back up anything you care about

You do not need to restore the handset first, with one exception: a jailbroken phone has to have the jailbreak removed before it can be unlocked, and you are free to put it back afterwards. If your iPhone is jailbroken we strongly advise backing up Contacts, Messages and anything else that matters to you before you begin any unlocking procedure. Responsibility for lost customer data is not something we accept, whatever the cause.

13. Your details

Your personal details are held with reasonable care, using the practices standard to this industry. We keep them for one purpose, processing your orders, and pass them to no third party without your consent. Card details are never stored here; they go straight to our payment provider and are used only to take the payment. You can ask us to remove your details from our database at any point. If you leave a review of this business on a third-party platform, you grant us the right to display it in promoting our service. There is more in our Privacy Policy.

14. Fraud

Trying to obtain our services by fraud is not tolerated, and we report attempts to the relevant authorities and to credit reference agencies. Part of how we detect it is logging the IP address used at each stage of buying an order and receiving it.

• Where we believe a customer is defrauding us, we may recover the funds and, on top of that, raise an invoice carrying a £100 administration fee due within 30 days. Beyond that point a further £50 a month, plus interest at 8% a year, may be added. An invoice still unpaid after 90 days may be pursued through the courts and through debt-recovery agents.
• A dispute raised from the United Kingdom over a service we did deliver — eligibility-check results and completed unlocks in particular — may be taken to the UK Small Claims Court, with a £350 administration charge attached, using the address we hold on file.
• A dispute raised from the United States over a service we did deliver may be taken to the Small Claims Court of the relevant state, with a $350 administration charge attached, using the address we hold on file.
• Where a dispute follows from the use of a stolen credit card, we will treat the device as stolen as well, and may blacklist the IMEI immediately.

15. Abuse towards our staff

We reserve the right to end the order of any customer who is abusive or aggressive towards our staff, whether verbally, physically, in speech or in writing. Contact with that customer stops, the correspondence goes to our legal team, and any right that customer had to a refund is forfeited.

16. Barred handsets — lost, stolen, blacklisted, contract or ESN

A handset reported lost, stolen or abused can be blacklisted — blocked or barred are the same thing — and that stops it working on the major networks again. There is no way to establish whether a SIM-locked handset is blacklisted without first carrying out the unlock. So if we do the unlock and the phone then turns out to be logged as lost, stolen or abused, your payment cannot be refunded. We will perform the job you asked for; what we cannot lawfully do is make a blacklisted handset work again.

17. Prices and payment

Checkout displays the price in the currency you selected, and Stripe processes it securely. Placing the order authorises us to charge the payment method you give us for that order.

18. Ownership, trademarks and independence

The text, design, logos and software on this site belong to AccessMyPhone or to the parties who license them to us, and none of it may be copied or reused without our permission. Every other brand and logo named here is the registered trademark of whoever owns it. AccessMyPhone operates independently: none of the network operators or handset manufacturers referred to on our websites is affiliated with us, forms part of us, or endorses us. Data lost while one of our procedures is being used on a handset is not our responsibility.

19. Limits on our liability

So far as the law allows, what we supply comes with no warranty of any kind, and our total liability on any claim about the service is capped at the sum you paid for the order that claim concerns. Where the law does not permit a liability to be excluded, nothing written here excludes it.

20. PhoneToolbox: the desktop software

PhoneToolbox is licensed to you, not sold. Buying a plan buys permission to run it under these terms; it does not transfer ownership of the software, and nothing in it may be resold, rented out or taken apart to be rebuilt as something else.

A plan covers a stated number of phones and computers. You can move a seat to a different machine — sign out on the old one and the seat comes back — but running more at once than your plan covers is outside what you bought, and the software will say so rather than quietly allow it.

Use it only on a device you own or that you have the owner's permission to work on. Several of the tools exist to get somebody back into their own handset; using them on a phone that is not yours is not what this licence permits, and we will act on credible reports that it has happened.

Plans billed monthly or yearly renew automatically at the end of each term at the price then advertised, until you cancel. You can cancel at any time from your account or by writing to us, and cancelling stops the next charge rather than refunding the term you are in. A lifetime plan is a one-off payment and does not renew.

21. Changes, and which law applies

We may revise this agreement from time to time. It is governed by the law of England and Wales, and the courts of England and Wales have exclusive jurisdiction over it, save that a consumer dispute may instead be brought in the Small Claims venues named above.

Getting in touch

Write to support@accessmyphone.com.