Last Update: 3rd October 2012

Introduction

Mobile Unlocked (Mobile Unlocked) is a subsidiary of Set Media International Ltd, located at 3 Woodward Gardens, Stanmore, HA7 3PY, UK.

The use of the Mobile Unlocked website and services purchased from the website are subject to the terms and conditions on this page, and also our privacy policy.

Our Service

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.

Our Guarantee

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:

• The information you enter on the order form must be correct
• The phone must not have been subject to previous unlock attempts (or if it has, let us know the details before placing the order and we will tell you if the money back guarantee still applies)
• The phone must be currently working on one network
• The phone must not already be unlocked before you purchase
• The phone must not be blocked (restricted from use on any network)
• The phone must be running an official version of the operating system. If you've rooted your Android device, you'll need to restore a network/manufacturer authorised version of Android before unlocking your phone.
• You must not use up all the attempts on your phone for entering a code
• You must not unlock your phone via an alternative method after placing an order with us

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 and Cancellation

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.

Refunds

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:

1. Video the back of the phone with the battery removed clearly showing the label under the battery. Then replace the battery and cover.
2. Type *#06# on the phone then wait 5-10 seconds until we can clearly see and read the IMEI of the phone displayed. If present, the operator (on which the phone is currently locked) logo should be clearly visible.
3. Insert, in the same phone, a SIM card which is not currently accepted by the phone.
4. Wait 5 seconds until we can clearly see and read the message displayed by the phone
5. Very slowly enter the unlock code we sent you following the instructions provided with the code, and the keys must be clearly seen in the video as the code is entered into the phone.
6. If you get an error message, wait 5 seconds so we can clearly see this message
7. Please make sure the video is correctly focused and the codes, messages, IMEI are all visible on the phone’s display.

Limitation of Liability

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.