These terms cover everything you do on accessmyphone.com and every order you place with us. By using the site or paying for something, you accept them. Nothing here takes away the rights the law gives you as a consumer.
1. Who you are dealing with
AccessMyPhone is a trading name of Zacharia Grierson, a sole trader based in the United Kingdom. When these terms say “we” or “us”, that’s who they mean. Our contact details are at the bottom of this page.
2. What we sell
We sell two kinds of thing.
- A diagnosis. You give us your phone’s IMEI or serial number. We look up its records and tell you, in plain English, which lock is on it, whether it has been reported lost or stolen, which network it’s tied to and what can be done.
- Fixes. Where the diagnosis shows one applies, we offer to fix it: Apple ID lock removal, Google account lock removal, Xiaomi account lock removal or a network unlock. We only offer a fix that applies to your phone.
Our guides and help pages are general information to help you sort things out yourself. They aren’t advice about your particular phone.
3. Prices and payment
You’ll see the full price before you pay, in pounds, euros or US dollars. The price at checkout is the price you pay. Card payments are handled by Stripe, and your bank statement will show ACCESSMYPHONE.
Every payment is one you make yourself at checkout. We don’t save your card, and we never charge it later without you. If you choose a fix after your diagnosis, you pay for it at a new checkout. We never see or store your full card number.
4. The diagnosis
We run the diagnosis as soon as you pay, and the results are usually ready straight away. By paying, you ask us to start immediately. That means your right to cancel ends once your results are ready, and the diagnosis fee isn’t refundable after that, whatever the results show.
If something goes wrong on our side and you don’t get your results, we’ll run it again or refund you.
5. Fixes
A fix is a separate payment that you choose whether to make. Before we start, we ask you to sign a short service agreement, which repeats the main points below.
- Timeframes are estimates. Every phone is different, so some take longer than others. We’ll keep you updated until the work is finished.
- We can’t guarantee the result. Whether a request goes through depends on the phone’s model and status and on the manufacturer or network.
- Proof of ownership. Some fixes, including Apple ID lock removal, need proof that the phone is yours, such as the original receipt showing the phone’s IMEI or serial number. We may also ask for photo ID. If you haven’t sent it within 30 days of our first request, we may close the order and turn the fix fee into store credit. We’ll remind you before then.
- Lost and stolen phones. We don’t work on a phone that has been reported lost or stolen, or one we have good reason to believe isn’t yours. If we find this out after you’ve paid, we stop, and the fix fee becomes store credit.
Our refund policy explains what happens if a fix can’t be completed. In short, you get store credit for the full fix fee, or a refund to your card if we couldn’t attempt it at all.
6. Cancelling
For most things bought online you have 14 days to change your mind. Because you ask us to start straight away, that works a little differently here.
- The diagnosis can’t be cancelled once your results are ready.
- A fix can be cancelled within 14 days if the work isn’t complete. We’ll refund what you paid for it, less the cost of anything already submitted on your behalf. Once the work is complete, it can’t be cancelled.
To cancel, contact us using the details at the bottom of this page.
7. Your part
- Only ask us to check or fix a phone that is yours, or that its owner has asked you to deal with.
- Make sure the IMEI or serial number you give us is right. The diagnosis is for the number you enter, so if it’s wrong the results won’t be about your phone, and the fee can’t be refunded. If you notice a mistake before a fix has started, tell us and we’ll help.
- Back up anything you care about first. Some fixes mean setting the phone up again, which can remove what’s stored on it.
- Check the phone works on the network you plan to use it with.
8. Your account and store credit
You sign in to your account with a link we email you, so keep access to that email address safe. Your results, orders and any store credit are kept in your account. Store credit doesn’t expire and can’t be exchanged for cash. The refund policy has the details.
9. We’re independent
We aren’t part of, or approved by, Apple, Google, Samsung, Xiaomi or any mobile network. Their names and trademarks belong to them, and we use them only to describe the phones and services we deal with. The words, design and software on this site belong to us, and you can’t copy them without our permission.
10. Our responsibility to you
We provide our services with reasonable care and skill. We’re responsible for loss or damage you suffer that is a foreseeable result of us breaking these terms or failing to use reasonable care. We aren’t responsible for loss we couldn’t have foreseen, or for business losses, because our services are for personal use.
Apart from that, our total responsibility for any order is limited to what you paid for it. None of this limits our responsibility for death or personal injury caused by our negligence, for fraud, or for anything else the law doesn’t allow us to limit.
11. Misuse
We may refuse or cancel an order if we believe it’s fraudulent or involves a phone that isn’t yours. Where we believe a phone has been stolen, or a payment was made with a stolen card, we may pass the details to the police or the card issuer.
12. If something goes wrong
Please contact us first. We can nearly always sort a problem out faster than a bank dispute can. If you do dispute a payment with your bank, we may give them your signed service agreement, your order details and the record of the work we did.
13. Changes to these terms
We may update these terms. The version that applies to an order is the one on this page when you placed it. The date at the top tells you when it last changed.
14. Which law applies
These terms are governed by the law of England and Wales. If you live in Scotland or Northern Ireland, you can bring a claim in your local courts. If you live in the European Union, you keep the protections that the consumer law of your country gives you.
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.