Last Update: 3rd October 2012
Mobile Unlocked (Mobile Unlocked) is a subsidiary of Set Media International Ltd, located at 3 Woodward Gardens, Stanmore, HA7 3PY, UK.
The services provided on the Mobile Unlocked website allow the user to remove the network lock from their mobile phone. This may be through the use of software, or with a unique unlock code. All our services include customer support via email during office hours.
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.
Delivery times shown on the website are guidelines only, based on average delivery times for past orders. We will endeavour to beat these delivery times but sometimes delays do occur. In the event of a significant delay, there is no automatic right to cancellation, but if you contact us then we will see if our supplier is willing to cancel the order.
In general, order cancellations are not permitted once a payment has been made. The service provision commences as soon as the payment is made, as it is a personalised service based on the details of your specific phone.
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:
Where permitted by law, Mobile Unlocked is not liable for any loss or damage caused as a result of the services we provide, or the use of our website. Otherwise, our liability is limited to the amount paid by you for the provision of the service in question.