Terms of Service | Unlock My Sim

Terms of Service
The Legal Notice and Terms of Use described below detail the characteristics of the services provided by unlockmysim to its customers through the www.unlockmysim.com website. These conditions must be accepted along with unlockmysim’s General Terms & Conditions and as such do not replace or nullify those conditions, but instead complement them.

Unlocking services for cell phones and other mobile devices.
IMEI check services for cell phones and other mobile devices.
Original operator check service for cell phones and other mobile devices.
Identify model, make and alias service for cell phones and other mobile devices.
Locked/Unlocked and iCloud Activation Status checks for iPhone.
Top-up services for cell phones and other mobile devices.
UnlockMySIM Sticker Service.
unlockmysim recommends reading the Legal Notice and Terms of Use carefully prior to purchasing any of the services.

Requests
Services will only be processed after payment has been made. Once payment has been completed, the customer will receive a confirmation message at the e-mail address indicated on the request form.

unlockmysim reserves the right to refuse to process a request at any time if there is any suspicion of illegal or fraudulent activities involved.

Processing and delivery times; average and guaranteed.
unlockmysim informs customers of the average and guaranteed delivery times depending on the service requested.

The average delivery time specifies the average time it took to deliver the previous requests of the selected service and does not guarantee delivery within that period. The guaranteed delivery time is the maximum delivery time of the chosen service.

The average and guaranteed delivery times vary between a few minutes to up to 20 business days (weekends and public holidays are not taken into account). Both times are displayed on the screen alongside the price once the customer has completed the online form with the information on their phone and selected the appropriate service.

unlockmysim will not be held responsible for delays caused by external suppliers but will make every effort to deliver the service with the utmost diligence and in the shortest time possible.

unlockmysim will issue a full refund if the guaranteed delivery time is exceeded. The customer must request the refund by sending an e-mail to [email protected] taking into account general delays due to circumstances beyond unlockmysim’s control.

Delivery times with a guaranteed delivery time of greater than 24 business hours will start the first business day after the request has been submitted.

Business hours and delays
The business hours to which the delivery times refer are between 10 am and 10 pm (GMT +1, GMT +2 during summer time), from Monday to Friday excluding public holidays.

Occasionally, a service may be delayed due to circumstances beyond unlockmysim’s control. This means the service will not be completed within the guaranteed delivery time.

In these situations, unlockmysim will send the customer an e-mail with information on the delay, a new delivery time and be given 24 hours from receipt of the e-mail to cancel the request if they no longer wish to continue waiting.

If a reply from the customer is not received within 24 hours, unlockmysim will reprocess the request automatically with the intention of completing the request as soon as possible within the new time frame. The request cannot be canceled once reprocessed.

If the delay means there is no definite delivery date, unlockmysim will inform the customer giving them the option to cancel the request and receive a full refund. If the customer prefers to wait, unlockmysim will inform them of the new delivery date as soon as it becomes available.

Canceling the request
As per article 103 of the Royal Legislative Decree 1/2007 of 16 November of the amended Consumers and Users Protection Act, you have the right to cancel your request within 14 days, for any reason and with no justification, provided the request has not been processed or fully completed.

For unlocking requests, unlockmysim allows the customer to cancel the request and receive a full refund by answering the confirmation e-mail, or by sending an e-mail directly to [email protected] using the same e-mail account used to submit the request, during a 10-minute window immediately after submitting the request.

After 10 minutes, our system will automatically process the request making cancellations and refunds no longer possible.

Prices and payment methods
The prices for the services offered will be duly indicated on the website and displayed in the currency selected by the customer and may vary depending on the currency chosen.

Prices and offers may vary based on unlockmysim’s discretion and are only guaranteed when the request has been confirmed.

unlockmysim supports over 30 payment methods depending on the country/region and the preferred currency:

Credit card (Visa and Mastercard)
PayPal
Apple Pay
Cryptocurrency (Bitcoin BTC; Bitcoin Cash BCH; Ethereum ETH; Litecoin LTC)
Bank transfer or deposit
Cash at local stores
Direct Carrier Billing
Others (DineroMail etc.)
Online credit card payments are performed over Secure Socket Layer (SSL) which encodes and encrypts your credit card details.

When using PayPal, at the time of choosing this payment method registered customers can select the option of creating a payment agreement between PayPal and unlockmysim, by ticking the “Remember my PayPal details for future purchases” box.

During the validation and authentication process, while paying with PayPal, the user must confirm the agreement in order to take advantage of this functionality during subsequent purchases. Registered customers who have confirmed their acceptance of the agreement between PayPal and unlockmysim, can make future purchases without having to enter their PayPal login details.

The payment agreement between PayPal and unlockmysim, has a duration of 365 days from the date of the first purchase, but can be cancelled at any time by logging into your PayPal account, clicking on ‘Profile’ near the top of the page, selecting ‘My money’ and then clicking update in the “My pre-approved payments” section.

For safety reasons, and to avoid possible bank fraud, unlockmysim may request additional documentation to process a request if deemed appropriate and only for the purpose of guaranteeing the customer’s security.

Additional payment
If the customer prefers, unlockmysim can provide an alternative form of refund known as “Additional Payment”. The objective is to offer a superior service in terms of cost, delivery time and success rate, with the customer only having to pay the difference between the first payment and the cost of the new service.

If preferred, the customer should select the “Additional Payment” option, however, prior to making this payment the customer may choose between a full refund or reimbursement in unlockmysim Credits.

Once the “Additional Payment” option has been selected, the customer will be able to verify the conditions of the new service offered and the amount to be paid, the difference between his first payment and the cost of the new service.

The unlockmysim Legal Notice and Terms of Use apply to all “Additional Payment” requests.

unlockmysim Credits
unlockmysim offers customers a loyalty program in the form of unlockmysim “Credits”.
Customers will be able to receive “Credits” upon signing up, placing a request, recommending services, and taking part in contests and promotions held by unlockmysim:

The program conditions are as follows:

“Credits” are to be redeemed upon purchasing services from unlockmysim.
Each “Credit” is equivalent to 1 euro or the corresponding exchange value in other currencies.
“Credits” may only be used to purchase services offered by unlockmysim.
Purchases of unlockmysim services that are paid for partially or totally with “Credits” will not issue additional “Credits”.
“Credits” have a validity of three months after the date of issue.
“Credits” that originate from refunds, also known as “Refund Credits”, WILL NOT EXPIRE
unlockmysim withholds the right to single-handedly cancel any requests deemed to be using “Credits” without respecting the program’s conditions, and not return the available credits to the user’s account.

Best Price Guarantee
If you find a website with better prices within the first 24 hours of your purchase, unlockmysim will refund the difference in credits (1 credit = 1 euro).

Refund conditions:

Prices must include additional taxes and fees involved in the transaction.
Prices should be accessible to any user. Discounted prices and special offers will not be taken into account.
Only full payments will be eligible for a refund.
The website must meet the following criteria:

Must be backed by a real company, listed in an official registry.
Comply with all legal and fiscal obligations in accordance with current regulations (including without limitation, Privacy, Data Protection Act, and Taxes etc.).
Issue invoices to customers.
Offer a comparable service, customer support, telephone service, payment methods, and delivery times.
The site must have been updated in the last six months.
To claim a refund, please send an e-mail to: [email protected] with the following details:

Website URL.
Screenshot of the checkout page displaying price, date, and time.
Company name and TAX number.
Your unlockmysim request ID.
Special Conditions – Unlocking services for cell phones and other mobile devices

Definition – Unlocking services for cell phones and other mobile devices
The unlocking services for cell phones and other devices are offered by unlockmysim to its customers as an intermediary between a number of specialized providers and the end customer.

The request will be submitted and the payment processed through the www.unlockmysim.com website and then unlockmysim will send the unlock code and/or unlocking instructions to the customer by email.

Checks and requirements – Unlocking services for cell phones and other mobile devices
unlockmysim requires that customers carry out the following checks before placing an unlocking request and to contact customer support at [email protected] if they have any questions:

Verify the original operator of the phone. This is the network provider the phone is locked to and the network the customer must select when submitting their request and never the network to which they are switching.
Make sure the phone has not run out of unlocking attempts. Otherwise, the phone will be hard locked and it will not be possible to unlock by IMEI. unlockmysim does not issue refunds for phones that have exhausted their unlocking attempts.
Check the phone is not blacklisted by the network provider to which the phone is locked as a result of theft, loss or an unpaid bill. If this is the case, we will be able to unlock the phone, however, the phone will not work as normal until it has been removed from the blacklist. unlockmysim does not issue refunds for blacklisted phones.
It is the responsibility of the customer to check whether their phone is already unlocked prior to submitting a request. Refunds are not issued for phones that are already unlocked.
Make sure the phone prompts for the unlock code or can be unlocked by IMEI.
Make sure the phone has always had original software. The unlocking is only guaranteed to work with the original manufacturer and provider software. Customers may contact the unlockmysim customer support team if they have any doubts regarding this issue.
Make sure Apple iPhones are not locked by iCloud passwords under ‘Find my iPhone’ protection. If the case, unlocking and refund will not be possible. If the customer has forgotten the password or cannot log into the phone, it is recommended they contact Apple or the original vendor.
Have access to all the necessary phone passwords required such as PIN, PUK, unlocking pattern, or Vodafone Protect key. Unlocking will not be possible if the customer does not know the access passwords. Refunds will not be issued under these circumstances as it is the user’s responsibility to know this information. unlockmysim commits to help and resolve any doubts or issues once the customer recovers the lost password(s).
In some cases, which will be explained to the customer, a SIM card from a network provider other than the original will be necessary to complete the unlocking process.
In other cases, like unlocking an iPhone, it is necessary to connect to iTunes to complete the unlocking process.
Refunds – Unlocking services for cell phones and other mobile devices
(i.) unlockmysim will refund your request in the following cases:

a.) The unlock code does not exist:
If the unlock code for your phone is not available and none of the cases detailed in section ii (subsections a, b, c, and d) apply, unlockmysim will refund your request.

b.) Incorrect unlock code and/or instructions:
Video proof will be required if the unlocking does not work. The customer must send an uncut video dialing *#06# to display the IMEI on the phone and typing the unlock code provided by unlockmysim. The video must be detailed enough to show the keys, display screen texts clearly and should show the phone at all times.

c.) The video helps unlockmysim detect errors during the unlocking process:
In these cases, unlockmysim will contact the customer via e-mail to solve the problem. Otherwise, if the unlock code is incorrect, unlockmysim will request a second code free of charge or issue a refund if none of the cases detailed in section ii (subsections a, b, c, and d) apply.

(ii.) unlockmysim will not issue refunds in the following cases:

a.) Blacklisted, phone reported blocked.
These phones will remain inoperable despite any attempt to unlock them. If you have found or bought a phone from a stranger, make sure it has not been blacklisted/reported or blocked before requesting an unlock code. unlockmysim will not issue refunds for such phones.

b.) Unlocking attempts exhausted.
Some phones have limited unlocking attempts. Once exhausted, unlocking the phone via IMEI will not be possible unless the counter is reset. This reset is not always possible for some phones. We urge our customers to contact unlockmysim before exhausting unlocking attempts in an effort to find alternative solutions. unlockmysim will not issue refunds if the phone has exhausted its unlocking attempts but will attempt to help solve the problem.

c.) Free/Unlocked phones.
unlockmysim cannot check whether a phone is free or has been previously unlocked. We urge our customers to perform this check before making a request since unlockmysim will not refund requests of free or previously unlocked phones.

d.) Placing request with wrong information.
Requests with wrong IMEI number, serial number, make, model, provider, e-mail address or service selected (Device Unlock, Premium, Worldwide etc.) will not be refunded. Please check the details of your request before checkout.

e.) Software and/or hardware modifications.
Any sort of modification to the original software and/or hardware settings of the phone that might interfere with the functioning of the unlock code and/or instructions supplied by unlockmysim.

Refunds will be processed within 2-3 business days.

unlockmysim will issue refunds either to the credit card, bank or PayPal account used in the purchase or as unlockmysim ‘Credits’. Depending on the user’s bank situation, refunds may take 48 to 72 hours to be credited.

Refunds in credit will grant the user “Credits” that can be used for future purchases at unlockmysim, thus avoiding transfer and banking fees. Credits granted as a refund do not have an expiration date.

Bank transfer refunds may only be made to accounts held at institutions from Malaysia, or the United States. unlockmysim will not issue international transfers since this payment method is only available in these two countries. If the customer wishes and accepts the transfer fees, an account from a different country may be selected; however, unlockmysim will only be able to transfer the funds to an account in Malaysia or the United States. unlockmysim recommends selecting a different payment method for international transactions: credit card, PayPal, DineroMail etc.

Special Conditions – IMEI check services for cell phones and other mobile devices

Definition – IMEI check services for cell phones and other mobile devices
The Special Conditions described below detail the characteristics of the IMEI check services for cell phones and other mobile devices provided by unlockmysim to its customers through the www.unlockmysim.com website. These conditions must be accepted along with unlockmysim’s General Terms & Conditions and as such do not replace or nullify those conditions, but instead complement them.

Phone check to see if the phone has been blacklisted due to loss, theft or unpaid bill.
Phone check to find out to which network provider the phone is locked.
Phone check to determine make, model and alternative name(s) of the phone.
Phone check to discover if iPhone is locked or unlocked.
Phone check to confirm current iCloud Activation Lock status.
The phone check services offered by unlockmysim aim to inform customers that are potentially interested in selling or buying their device, of its current status, and of any possible restrictions imposed by the network provider. This information is obtained thanks to data provided by special service providers, such as International Telephony Associations, mobile and fixed network providers, mobile virtual network operators (MVNOs), phone manufacturers and other organizations. In addition, unlockmysim may include their own data and other information for calculating the probability of the IMEI being blocked, blacklisted or having restrictions. This unique metric is known as the unlockmysim Risk Index.

In all cases, the request and checks made by unlockmysim are completely anonymous.

Some phone check services are free of charge depending on the service selected, the complexity of the check, and the origin and model of the device. Checks with a cost will be processed via the unlockmysim website (www.unlockmysim.com) and performed over Secure Socket Layer (SSL) and fully guaranteed by PCI, VeriSign, McAfee, and Confianza Online certifications.

unlockmysim will deliver the report or outcome of the service requested by e-mail and/or SMS (text message).

We recommend checking your spam folder if you cannot find the e-mail in your inbox.

It is of vital importance that the reseller understands that the status of any mobile device is under constant change depending on the conditions in the owner’s contract with their network provider or the current usage.

unlockmysim reserves the right to refuse to process a request at any time if there is any suspicion of illegal or fraudulent activities involved.

The information on the status of a phone (blacklisted or not blacklisted) is updated daily by the GSM Association, of which practically all network providers and mobile virtual network operators (MVNOs) are members. However, there are some network providers that do not inform the GSM Association of blacklisted phones or do so with some delay. For this reason, discrepancies may exist as phones are being added and removed from the list. The customer can double check the status of the phone by contacting their network provider at any time.

Refunds – IMEI check services for cell phones and other mobile devices
(i.) unlockmysim will issue a full refund for a phone check service if the result of the check is unavailable, as long as it is not one of the cases highlighted in point (ii).

(ii.) unlockmysim will not issue a refund if the phone check service doesn’t work or is not valid due to issues beyond unlockmysim’s control, such as but not limited to:

a.) The phone is damaged or has been altered in any way.
b.) Errors making the request (incorrect IMEI number, model, country, network provider or service).
c.) Changes and/or updates on the phone’s status 24 hours after the phone check report or information was received.
d.) Errors or delays updating the current status of the phone by the network provider or collaborating organization.
e.) The customer requests a phone check service which excludes the network provider of the owner of the phone in question.
unlockmysim will issue refunds either to the credit card, bank or PayPal account used in the purchase or as unlockmysim ‘Credits’. Depending on the user’s bank situation, refunds may take between 48 hours and 7 business days to be credited.

Bank transfer refunds may only be made to accounts held at institutions from Malaysia or the United States. Unlockmysim will not issue international transfers since this payment method is only available in these two countries. If the customer wishes and accepts the transfer fees, an account from a different country may be selected; however, unlockmysim will only be able to transfer the funds to an account in Malaysia or United States. unlockmysim recommends selecting a different payment method for international transactions: credit card, PayPal, by cash in local stores.

Special Conditions – Top-up services for cell phones and other mobile devices

Definition – Top-up services for cell phones and other mobile devices
The Special Conditions described below detail the characteristics of the top-up services for cell phones and other mobile devices provided by unlockmysim to its customers through the www.unlockmysim.com website. These conditions must be accepted along with unlockmysim’s General Terms & Conditions and as such do not replace or nullify those conditions, but instead complement them.

The top-up services offered by unlockmysim allow customers to recharge the phone of their choosing or send money anywhere in the world instantly. Topping up online is fast and convenient and only requires the phone number and the amount to be recharged.

The time required to process the top up is short and if the customer has any questions they can contact unlockmysim by any means indicated in our Contact Us section.

Refunds – Top-up services for cell phones and other mobile devices
(i.) unlockmysim is fully committed to meeting the delivery times of the top-up services and guarantees that, on the contrary, will do everything in its power to reduce the delay as much as possible.

(ii.) unlockmysim will issue a full refund if the top isn’t successful, as long as it is not one of the cases highlighted in points (iii) and (iv).

(iii.) unlockmysim will not issue a refund if the top-up service doesn’t work or is not valid due to issues beyond unlockmysim’s control, such as but not limited to:

a.) The phone is damaged or has been altered in any way.
b.) Errors making the request (incorrect IMEI number, model, country, network provider or service).
c.) Phones blacklisted/blocked due to loss, theft or unpaid bill.
d.) Incorrect phone number. The customer is responsible for typing the correct number of the phone they want to recharge and no refund will be issued once the customer has confirmed the phone number.
e.) Using illegal payment methods or claiming the payment method used to recharge their phone was stolen from them. We recommend that you contact your local police department to report the incident. unlockmysim may file a complaint or provide information to the relevant authorities if a fraudulent use of its top-up services is detected.
(iv.) unlockmysim will not issue refunds if the top-service is successful but:

a.) The customer doesn’t want to use the amount recharged to their phone. unlockmysim will not issue refunds once the customer has confirmed the phone number and amount to be transferred.
b.) The customer declares they are not responsible for requesting the recharge. unlockmysim will not be held responsible for a possible error on behalf of the customer for presumably requesting a service they do not want. The customer must either accept the top up or contact the local police to file a complaint about the inappropriate use of their bank account or payment method used by a third-party individual or individuals.
(v.) The customer agrees to understand and accept these special conditions and the following stipulation regarding the service:

a.) Inform unlockmysim if the amount of the recharge is incorrect or if the service received is different to that requested. Accept the change for the correct and requested service, even if the service received in error is of greater value. unlockmysim will exchange the service for the correct service if the error was their fault and with maximum urgency if the incorrect service was of lesser value than the one requested.
unlockmysim will issue refunds either to the credit card, bank or PayPal account used in the purchase or as unlockmysim ‘Credits’. Depending on the user’s bank situation, refunds may take between 48 hours and 7 business days to be credited.

Bank transfer refunds may only be made to accounts held at institutions from Malaysia orthe United States. unlockmysim will not issue international transfers since this payment method is only available in these two countries. If the customer wishes and accepts the transfer fees, an account from a different country may be selected; however, unlockmysim will only be able to transfer the funds to an account in Malaysia or the United States. unlockmysim recommends selecting a different payment method for international transactions: credit card, PayPal, by cash in local stores.

Special Conditions – UnlockMySIM Sticker Service
The Special Conditions described below detail the characteristics of the UnlockMySIM Sticker Service for iPhone and other mobile devices provided by unlockmysim to its customers through the www.unlockmysim.com. These conditions must be accepted along with unlockmysim’s General Terms & Conditions and as such do not replace or nullify those conditions, but instead complement them.

The UnlockMySIM Sticker Service offered by unlockmysim allows customers to use their iPhone on any compatible network in the world.

Shipment is via DHL’s Premium shipping service and the shipping costs vary depending on the destination.

Refunds – UnlockMySIM Sticker Service
(i.) unlockmysim is fully committed to meeting the delivery times of the UnlockMySIM Sticker Service and guarantees that, on the contrary, will do everything in its power to reduce the delay as much as possible.

(ii.) unlockmysim does not guarantee the sticker will work properly on future iOS software versions.

(iii.) unlockmysim will not issue a refund if the UnlockMySIM Sticker doesn’t work or is not valid due to issues beyond unlockmysim’s control, such as but not limited to:

a.) The iPhone is damaged or has been altered in any way.
b.) Errors submitting the request (model, country, network provider or service).
c.) Phones blacklisted/blocked due to loss, theft or unpaid bill.
d.) Phones blocked by iCloud or Find my Phone passwords.
e.) Using illegal payment methods or claiming the payment method used was stolen from them. We recommend that you contact your local police department to report the incident. unlockmysim may file a complaint or provide information to the relevant authorities if a fraudulent use of its UnlockMySIM Sticker Service is detected.
(iv.) unlockmysim will not issue refunds if the UnlockMySIM Sticker successfully unlocks the iPhone but:

a.) The customer doesn’t want to use the UnlockMySIM Sticker with their iPhone once it is in their possession.
b.) The customer declares they are not responsible for requesting the UnlockMySIM Sticker. unlockmysim will not be held responsible for a possible error on behalf of the customer for presumably requesting a service they do not want. The customer must either accept the sticker or contact the local police to file a complaint about the inappropriate use of their bank account or payment method used by a third-party individual or individuals.
(v.) The customer agrees to understand and accept these special conditions and the following stipulation regarding the UnlockMySIM Sticker:

a.) Inform unlockmysim if the service received is different to that requested. Accept the change for the correct and requested service, even if the service received in error is of greater value. unlockmysim will exchange the service for the correct service if the error was their fault and with maximum urgency if the incorrect service was of lesser value than the one requested.
unlockmysim will issue refunds either to the credit card, bank or PayPal account used for the purchase or as unlockmysim ‘Credits’. Depending on the user’s bank situation, refunds may take between 48 hours and 7 business days to be credited.

Bank transfer refunds may only be made to accounts held at institutions from Malaysia or United States. unlockmysim will not issue international transfers since this payment method is only available in these two countries. If the customer wishes and accepts the transfer fees, an account from a different country may be selected; however, unlockmysim will only be able to transfer the funds to an account in Malaysia or United States. unlockmysim recommends selecting a different payment method for international transactions: credit card, PayPal, by cash in local stores.

Responsibilities
unlockmysim merely acts as an intermediary between a number of specialized providers and the customer. unlockmysim works with many providers including, but not limited to, International Telephony Associations, mobile and fixed network providers, mobile virtual network operators (MVNOs), phone manufacturers and other local and worldwide organizations. unlockmysim is not held responsible for the methods or procedures used by our suppliers. Customers are forewarned of this, and we ask that you do not request the service if you are in disagreement.

unlockmysim will not be held liable for the legal consequences with third parties which may result from using our services (included within these third parties, but not limited to, are customer breaches of fixed-term contracts signed with phone manufacturers and network providers, owner non-compliance if selling the device to a physical or legal entity, and vice versa).

In compliance with Article 11 and 22.2 of the Organic Law on Data Protection 15/1999, unlockmysim may pass information onto members of the police including, but not limited to: IMEI number, e-mail, and IP address from which the request originated. This information will be stored in specific files for further use in order to help dissuade criminal offenses such as theft or the fraudulent use of a credit card.

The customer, by accepting these Terms of Use, agrees not to hold unlockmysim liable as a result of how the services are obtained by our providers.

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