Terms of Service

These Terms and Conditions ("Terms") govern your use of DeviceDecoded and all orders you place with us. By using the site or placing an order, you confirm your agreement to these Terms. Goods are sold in GBP, EUR and USD. Payments are processed securely by Stripe and appear on your card statement as DEVICEDECODED. These Terms are in addition to your statutory rights, which are not affected, and are in full accordance with consumer law.

1. Description of service

We provide device-intelligence tools (such as IMEI and serial lookups, warranty, network and carrier checks), paid unlock services, including iCloud Activation Lock removal, Android FRP removal, and carrier (network) unlocks, and PhoneToolbox, a desktop application licensed for use on your own devices and governed by sections 21 to 24. Free tools are provided "as is". The service of sourcing and supplying any unlock solution begins at the point payment has been received. Any timeframes stated are estimates only.

2. Cancellation

It is not possible to cancel your order once it is paid for. Eligibility checks and unlocking costs are incurred immediately upon placing your order. By submitting payment, you request that the order be commenced immediately.

3. Legality of service

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. You must be the legitimate owner of the device, or have the owner's authorisation, before requesting any unlock.

4. Assumptions

It is assumed that the customer has read the information on the website relating to the service being ordered.

5. Customer responsibility

It is the customer's responsibility to check the compatibility of their handset with the network they intend to use once unlocked, and to ensure the phone is in good working order. You must provide accurate information, including a correct IMEI or serial number.

6. Service delivery times

All prices and delivery times are as quoted. Delivery times are guidelines set by the relevant networks and providers. These times are variable and can decrease as well as increase without notice — this applies to all unlock providers as well as ourselves. If your unlock is in progress we will notify you of any changes to delivery times and keep you informed up to the point of unlocking.

7. How paid unlocks work

Unlock services are processed in stages, priced separately on your order summary before you pay. The first payment covers an eligibility check, which we perform immediately to confirm your device's status (including lost/stolen status, correct network, phone history and Activation Lock status). If you proceed, a separate unlocking fee applies before the unlock is completed. Because the eligibility check is performed as soon as you order, an order cannot be cancelled once the check has run, and the eligibility fee is not refundable if you choose not to proceed with the unlock payment.

8. Money-back guarantee and refunds

Our paid unlock products are covered by a money-back guarantee, so that honest customers have the reassurance that the product they order will be delivered in good faith and fit for purpose. To protect the legitimacy of this guarantee for all parties, it is subject to the terms below. In the situations listed, we will issue a credit note to use against a different service rather than a card refund. Full details are set out in our Refund Policy, which forms part of these Terms.

• The guarantee does not apply where a handset appears to be blacklisted, in iCloud Lost mode, or blocked by Apple (handsets are blacklisted if reported lost, stolen or abused).
• The guarantee applies only where our attempt to unlock returns an "unavailable" report to our server.
• Eligibility checks are not covered by the money-back guarantee. If you decide not to proceed with the unlocking payment, we cannot refund the cost of the eligibility checks, as the service has already been performed.
• An Android device can only be unlocked by code if it asks for an unlock code when an incompatible SIM is inserted. As stated on the order summary before purchase, if your handset does not ask for a code we cannot unlock it but still incur submission costs; such orders are refunded as a credit note.
• Unlocks returned as hard-locked by the network are refunded as a credit note, due to the work involved in attempting them.
• Technician unlocks are refunded back to your card if the device cannot be unlocked. If the unlock succeeds but the phone is subsequently found to be blacklisted, no refund is given.
• Standard services that fail and are not upgraded are issued a credit note only. Where a premium service is attempted and fails, both the standard and premium payments are refunded back to your card.

9. Unlocking instructions

Completion of the unlock is confirmed by email to the address you provide, with simple instructions for your device: for iPhones, connecting to Wi-Fi and turning the phone off and on again; for other phones, entering the unlock codes provided in accordance with the email instructions.

10. Customer error

No changes can be made, and no refunds provided, for orders already fulfilled where customer error occurred in the data provided about the handset. Where an order is not yet fulfilled and incorrect data was provided, we will endeavour to cancel and replace it; if we can cancel successfully, the delivery time of the new order runs from the point of change, not the original sale. We cannot guarantee cancellation. If we are unable to cancel, you would need to re-order with the correct details.

11. "Unavailable" result

An "unavailable" state means it has not been possible to unlock the iPhone and further investigation is required to establish the reason.

12. Backup of important data

It is not necessary to restore your handset unless it is jailbroken, in which case the jailbreak must be removed before unlocking (you can re-apply it afterwards). Customers with a jailbroken iPhone are strongly advised to back up Contacts, Messages and any other important data before attempting any unlocking procedure. We do not accept responsibility for any loss of customer data, however it occurs.

13. Privacy

We take reasonable care to store your personal details securely using standard industry practices. Your details are kept only for the purpose of processing your order(s) and are never passed to a third party without your consent. We do not store card details — these are passed directly to our payment provider for payment only. You may ask for your details to be removed from our database at any time. You grant us the right to display reviews you leave on third-party platforms about our business in order to promote our service. See our Privacy Policy for more.

14. Fraud and deception

We do not tolerate any attempt to obtain our services by fraudulent means, and report such attempts to the relevant authorities and credit reference agencies. To combat fraud we log the IP address used at each stage of the buying and delivery process.

• Where we believe a customer is attempting to defraud us, in addition to recovering funds we may issue an invoice including a £100 administration fee, payable within 30 days, after which a further £50 per month and interest (8% per annum) may be applied. Unpaid invoices after 90 days may be pursued through the courts and debt-recovery agents.
• For disputes from the United Kingdom where we have delivered the service (in particular eligibility-check results and completed unlocks), we may seek redress in the UK Small Claims Court together with a £350 administration charge, using the address on file.
• For disputes from the United States where we have delivered the service, we may seek redress in the relevant state's Small Claims Court together with a $350 administration charge, using the address on file.
• Where a dispute arises from use of a stolen credit card, we will assume the device is also stolen and may proceed with an immediate blacklisting of the IMEI.

15. Termination of orders

We reserve the right to terminate the order of any customer who is verbally or physically abusive or aggressive towards our staff, in speech or in writing. All communication with such customers will be terminated and correspondence forwarded to our legal team; any such customer also forfeits their right to a refund.

16. Barred handsets (lost, stolen, blacklisted, contract or ESN issues)

If a handset is reported lost, stolen or abused it may be blacklisted (also known as blocked or barred), preventing it from being used again on the major networks. It is not possible to determine whether a SIM-locked handset is blacklisted without first performing the unlock. Therefore, if we undertake an unlock and the phone is subsequently found to be logged as lost, stolen or abused, we cannot refund your payment. We will undertake the job requested but cannot legally make a blacklisted handset work again.

17. Pricing and payment

Prices are shown at checkout in your selected currency and processed securely by Stripe. You authorise us to charge the payment method you provide for the order you place.

18. Intellectual property and disclaimer

All content on this site (text, design, logos and software) belongs to DeviceDecoded or its licensors and may not be copied or reused without permission. All third-party brands and logos are the registered trademarks of their respective owners. DeviceDecoded is an independent service and is not affiliated with, part of, or endorsed by any of the network operators or handset manufacturers referred to on our websites. We are not responsible for any loss of data that may result while attempting to unlock a handset using any of our procedures.

19. Liability

To the fullest extent permitted by law, our services are provided without warranties of any kind, and our total liability for any claim relating to the service is limited to the amount you paid for the order in question. Nothing in these Terms excludes liability that cannot be excluded by law.

21. PhoneToolbox software licence

Sections 21 to 24 apply to PhoneToolbox, our desktop application for Windows and macOS, and take precedence over the rest of these Terms wherever the two differ. PhoneToolbox is licensed to you, not sold. Subject to payment and to these Terms, we grant you a personal, non-exclusive, non-transferable licence to install and use the application. We and our licensors retain all intellectual property rights in the software.

Each licence covers a stated number of phones and computers, shown on the plan you buy and enforced when the software is activated. A licence key is personal to you: sharing, reselling, sublicensing or publishing it is a breach of these Terms and we may revoke a key we reasonably believe has been shared. You may not reverse-engineer, decompile or disassemble the application, or attempt to defeat its licensing, except to the extent that law expressly permits despite this restriction.

Monthly and annual plans renew automatically until cancelled, at the price shown when you bought them, and you may cancel at any time from the receipt email or by contacting support; access continues to the end of the period already paid for. A perpetual licence does not renew and does not expire, and includes updates to the version line you bought.

22. What PhoneToolbox may be used for

You may use PhoneToolbox only on a device you own, or one you have the owner's express authorisation to work on. Certain tools ask you to confirm this before they will run, and that confirmation is a term of this agreement, not a formality. You must not use the software on a device that is lost, stolen, reported as such, or subject to a finance agreement or employer or school management you are not authorised to remove, nor to help anyone else do so. We may suspend or terminate a licence, without refund, where we reasonably believe it is being used this way.

Some functions permanently erase data or reset a device. It is your responsibility to back up anything you need before running them. Where the software warns that an operation will erase data, proceeding is your decision.

23. Free tier, results and compatibility

PhoneToolbox is free to download, and it will connect to your phone, identify it, and tell you what it can do before you spend anything. That is deliberate: you are expected to check compatibility with your own device before buying a licence, and the free scan is how you do it. Phone models, operating-system versions and manufacturer protections change constantly, and no desktop tool can guarantee a result on every device. A licence buys access to the tools; it is not a guarantee of a particular outcome on a particular handset.

Tools listed as in development are not in the application yet. Where a plan covers every tool, it covers the tools that exist at the time you buy and any tool we add while your licence runs, at no further cost; it is not a commitment to a delivery date for any specific tool.

24. PhoneToolbox refunds

Every PhoneToolbox plan carries a 7-day money-back guarantee. Within seven days of purchase, ask us and we will refund the payment to your original payment method. This is a cash refund and is not settled by credit note — the credit-note arrangement in section 8 and in our Refund Policy applies to unlock services, not to software licences. Your statutory rights are in addition to this guarantee and are not affected by it.

A renewal is refundable on the same terms within seven days of the renewal payment. We may decline a guarantee claim where a licence has been used in breach of section 22.

25. Changes and governing law

We may update these Terms from time to time. These Terms are governed by the laws of England and Wales, and the courts of England and Wales have exclusive jurisdiction, save that consumer disputes may be brought in the Small Claims venues referred to above.

Contact

[email protected].