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Política de Reembolso
Last updated 26 August 2026
We want you to buy with confidence. This policy explains our money-back guarantee and how refunds and credit notes work. Unlock services and PhoneToolbox software licences are covered by different arrangements, and both are set out below.
Money-back guarantee
If we attempt an unlock you have paid for and it cannot be completed, you are covered by our money-back guarantee, subject to the conditions below. Where a guarantee claim applies, it is settled with a credit note to use against a future service rather than a cash refund. We only charge for work we can deliver.
How the two stages work
Unlock services are processed in two stages, and the price of each is shown on your order summary before you pay:
- An eligibility check, which confirms your device's status (activation lock, lost/stolen, blacklist, network and history), and
- a separate unlock fee, payable only if you choose to proceed after the check.
Eligibility checks are not refundable
The eligibility check is a service we perform immediately when you order, and it is not covered by the money-back guarantee. If you decide not to proceed with the unlock payment, we cannot refund the cost of the eligibility check, because the service has already been performed. This is made clear before you pay.
Lost, blacklisted or barred devices
It is not possible to know a device's full status without attempting the unlock. Where a device is reported lost, or shows on a blacklist, we may still proceed at your request. For any device reported lost in iCloud, after payment we ask you to upload your proof of purchase and a government-issued photo ID so we can confirm you are the rightful owner before we submit the unlock. We may refuse or hold an order where ownership cannot be confirmed, or which we reasonably believe involves a stolen device. We cannot legally make a genuinely blacklisted or barred handset work again, and once an unlock has been undertaken it cannot be refunded.
PhoneToolbox software: 7 days, money back
PhoneToolbox licences work differently from unlock services, and the difference matters. Every plan carries a 7-day money-back guarantee, and a claim within that window is settled as a refund to your original payment method — not as a credit note. Ask us within seven days of the payment and we will refund it.
The application is free to download and will tell you what it can do with your phone before you buy anything, so please run that scan first: it is the fastest way to know whether a licence is worth buying for your device. Monthly and annual plans renew automatically; a renewal is refundable on the same terms within seven days of the renewal charge, and you can cancel future renewals at any time. Full terms are in sections 21 to 24 of our Terms and Conditions.
Credit notes
Where a credit note is issued, it is store credit tied to the email address you used at checkout and can be applied to our services. A credit note issued in error may be reversed. Credit notes are not exchangeable for cash.
Requesting a refund
To ask about a refund, email [email protected] with your order reference and the email used at checkout. Where a card refund is due, it is returned to your original payment method, typically within 5–10 business days depending on your bank.
Before you file a chargeback
If something has gone wrong, please contact us first — we can almost always resolve it faster than a bank dispute, including by refund or credit note where due.