All our services are offered with a money back guarantee, that ensures you will be able to remove the network lock from your phone, as long as certain criteria are met:
When a problem is reported with an unlock code or software tool, Mobile Unlocked will see if an alternative solution is available. We may require further information from you at that point. Our aim is to assist you in unlocking your phone, and only if that is not possible will we proceed to a refund. The refund claim procedure is shown further down on this page.
If no unlock code is found for a particular phone, a refund will be processed within 24 hours of us becoming aware that no code is available. All refunds can take around 7 days to appear in your account depending on your bank/credit card company.
If your phone was already unlocked before you purchased a code or unlocking service, that will not be considered grounds for a refund.
Where an unlock code does not work and we confirm by email that we are not able to find an alternative solution, you must claim a refund by providing video evidence as detailed below. This is to show that the information on the order form was correct, and that the unlock process did not work. In some situations the video may still enable us to help you unlock your phone. The video should be sent to us as an attachment or uploaded to Youtube as an unlisted video, with the link sent to us. These are the requirements for a refund claim video:
The following are the Terms and Conditions relating to all orders placed with H-UNLOCK. Upon ordering from any website operated by H-UNLOCK you confirm your agreement to these Terms and Conditions.
1. DESCRIPTION OF SERVICE
1.1 The service of sourcing and supplying any unlock solution begins at the point payment has been received from a customer. Any timeframes stated are a calculation of the previous weeks unlocks and are given as a guideline, NOT a guarantee.
1.2 We offer official imei unlocking services
1.3 We offer network lookup services
1.4 We offer pre-orders for unlocks - this is a service where you get placed on a mailing list in order to get notified about when an unlock and/or pricing changes are available for your network. It is NOT an unlock order. The unlock order will require an additional purchase, although we will deduct the amount you paid for the pre-order.
2.1 Due to the nature of our supply chain, it is not possible for customers to cancel the service once payment has been received.
3. LEGALITY OF SERVICE
3.1 All of the services offered on this website are entirely legal in Europe and North America. If you are ordering from outside of these two continents, please check your local jurisdiction before ordering.
4.1 It is assumed that the customer has read the information on the website.
5. CUSTOMER RESPONSIBILITY
5.1 It is the customers responsibility to check the compatibility of their handset with the network they intend to use once unlocked.
5.2 If customers intend to use a network after performing an unlock, they should first ensure that the handset they are unlocking has not been reported lost, stolen or abused by entering the IMEI at http://www.checkmend.com/. Lost, stolen and abused handsets are barred/blocked once reported and cannot be used inside the country it was blocked in.
5.3 Certain networks will be subject to an additional charge if they are in-contract
5.4 The £30 worldwide service is only for out of contract, clean devices.
6. SERVICE DELIVERY TIMES
6.1 All prices and delivery times are as quoted. Delivery times are guidelines set by the relative networks.
6.2 These delivery times are variable and can decrease as well as increase without notice - this will apply to all unlock providers as well as ourselves - if your unlock is in progress we will immediately notify you of any changes to delivery times and keep you informed right up to the point of unlocking.
7. 100% MONEY BACK GUARANTEE
All of the products on our websites are covered by our 100% Money Back Guarantee. We provide such a guarantee to give honest customers the reassurance that the product they are ordering will be delivered in good faith and will be fit for purpose. In order to protect the legitimacy of this guarantee for all parties concerned, the guarantee itself is subject to the following terms:
7.1 Guarantee does not apply where handset appears to be BLOCKED (Handsets are blocked in the if reported lost, stolen or abused).
7.2 Guarantee applies only if our attempt to unlock your iPhone returns an 'unavailable' report to our server.
7.3 "Pre-orders" are not covered by our money back guarantee. You are paying to be placed on our mailing list service.
8. UNLOCKING INSTRUCTIONS
8.1 Completion of the unlock process is made by email notification to the email address provided, simple instructions to complete the unlock procedure by connecting to iTunes is contained in the email.
9. CUSTOMER ERROR
9.1 No changes can be made to orders which have been fulfilled where customer error has occurred in relation to the provision of data about the handset. Nor can refunds be provided in this instance.
9.2 In circumstances where an order is yet to be completely fulfilled and customer has provided incorrect data, we will endeavour to cancel any existing order and replace it with new order details. If we are able to cancel the existing order successfully, the delivery time of any such new order will be from the point of change and not from the point of the first sale being processed. We cannot guarantee cancellation. If we are unable to cancel the order, the customer would be required to re-order with correct details.
10. 'Unavailable' Unlock
10.1 This state means that it has not been possible to unlock the iPhone and further investigation is required to discover the reason for this.
11. BACKUP OF IMPORTANT DATA
11.1 It is not necessary to restore your handset unless you have a jailbroken device, in which case the jailbreak must be removed prior to unlocking (you can re-apply it afterwards without a problem).
11.2 Customers who have a jailbroken iPhone prior to unlocking are strongly advised to make sure that their 'Contacts', 'Messages' and any other important data is properly backed up and synced with iTunes prior to attempting any unlocking procedure. We will not accept responsibility for the loss of customer data should this occur for any reason.
12. PRIVACY STATEMENT
12.1 We will always endeavour to take reasonable care to ensure that all of your personal details provided to us are stored securely using standard industry practices.
12.2 Your personal details will only ever be kept for the purposes of processing your order(s).
12.3 We will never pass any of your details on to a 3rd party without your prior consent.
12.4 We do not store customer payment card details, these are passed directly to our payment provider(s) for the purposes of payment only.
12.5 You can ask for your details to be completely removed from our database at anytime.
13. FRAUD & DECEPTION
13.1 We will not tolerate any attempts to obtain our services by fraudulent means. We report all such attempts to defraud our company to the relevant credit reference agencies and authorities.
13.2 To combat fraud, we are obliged to log the IP addresses of customer computers at each and every stage of the buying and delivery process.
13.3 Any attempts to defraud our company are passed on to our dedicated Debt Collection and Fraud Department. We already work closely with Nochex, Google, Internet Service Providers. Law Courts and a variety of Global Debt Recovery agents worldwide to successfully prove that our services have been digitally delivered in cases of fraud or mis-claims of 'non-receipt'. We are able to successfully recover monies in cases where payment has been reversed or charged back.
13.4 In cases where we feel confident that a customer is attempting to defraud our company, in addition to recovering funds we will also forward an invoice for a demand for payment including a £100 administration fee which will be applied to the invoice. Customer will be allowed a 30 day grace period within which to pay the invoice after which time, a further administration fee of £50 EUR per month will be levied against the debt and interest (charged at 8% per annum / 0.6% per month) will be applied to the full upstanding amount. If the invoice remains unpaid after 90 days, we will seek recovery via the law courts and our debt collection agents.
13.5 In case of any chargeback, the associated IMEI will be blacklisted in the iTunes database, preventing it from working on all networks worldwide. This is PERMANENT.
13.6 Defamation of our website on the internet, including but not limited to Review Websites, Blogs, will incur a £3,000.00 defamation charge. This will be applied to your credit file if not paid in full within 30 days. If the offending material is removed, this charge will be annulled.
14. TERMINATION OF ORDERS
14.1 We reserve the right to terminate the order of any customer who demonstrates any form of verbal abuse or aggression towards any member of our staff either verbally or in writing. All communication will be terminated with such customers and all correspondence forwarded to our legal department. Any such customer would also forfeit their right to a refund in this instance.
15. BARRED HANDSETS (LOST AND STOLEN, BLACKLISTED, CONTRACT ISSUES, BAD ESN)
15.1 If a handset is reported lost or stolen (or abused), it may well be 'Blacklisted' (also known as 'Blocked' or 'Barred'), preventing it from ever being used again in the UK on any of the major networks. It is not possible to find out if a 'SIM Locked' or 'SP Locked' handset has been 'Blacklisted' from any particular network or all major networks without first performing the 'unlock' procedure using our services. Therefore, if we undertake an unlock and you find out the phone is in fact logged as lost, stolen or abused, we cannot then refund your payment.
16.1 The domain name 'www.officialiphoneunlock.co.uk', the website upon the domain and all associated information is legally owned & operated by Official iPhone Unlock
16.2 All 3rd party brands & logos are the registered trademarks of their respected owners. This website is not affiliated or part any of the network operators or handset manufacturers detailed on our websites.
16.3 We will not be held responsible for any loss of data that may result whilst attempting to unlock your handset using any of our unlocking procedures.
16.4 *Price matching excludes network providers direct and the companies need to be UK VAT registered companies and have a valid telephone number displayed. Price matching can only be done before purchase is made and comparison can only be on a like for like basis.
16.5 We will not be held responsible for a carrier re-locking an IMEI for any reason.
16.6 Posting defamatory/negative comments online aimed at the company may result in support being withdrawn. The above conditions are in addition to your statutory rights which are not affected.
17. AFFILIATE-SPECIFIC TERMS
17.1 By becoming an affiliate of officialiphoneunlock.co.uk you also agree to not promote jailbreaking scams, or other unlocking services.
17.2 Payments are made every month to a bank account of your choosing, provided the amount is $1000 or more, otherwise it is rolled into the following month.
17.3 Trade credits can only be refunded by providing credits back to you to use again.
ALL PURCHASES ARE SUBJECT TO THE ABOVE TERMS & CONDITIONS AND ARE ALSO IN FULL ACCORDANCE WITH CONSUMER LAW.
ACCEPTED PAYMENT METHODS