NetPal™ Cancellation Policy.
Unlocking your handset is different from buying a product such as footwear of clothing. This is because we are providing a digital service. Consequently, our cancellation policy needs to reflect the reality of the service we are providing.
2 hours to cancel your order.
When you unlock your phone with us we give you a 2 hour window in which to cancel your order. In order to get you unlocked we will need to add your IMEI number to an unlocking server which will process your unlock.
Every time we add an IMEI number into the unlock server we have to pay an up-front fee. We only make a few pounds for each customer we find. It’s because of this we can only provide a 2 hour window in which to cancel your order.
Once we have added your IMEI into the unlock server for processing we cannot offer you a refund until your IMEI is processed. If for any reason your IMEI fails to unlock we will automatically provide you with a refund.
The NetPal™ Money Back Guarantee.
NetPal™ guarantee to unlock your phone or your money back. It’s that simple.
Sometimes your unlock may fail. For example, if you pay for an unlock service that only has an 80% chance of successful completion your unlock may fail. In that instance we will provide you with a full refund.
We will also refund you if we tell you that you’re unlocked but the unlock isn’t working. Generally, if this happens we will conduct a GSX check or unlock code check which can take up to 48 hours to complete.
If the results of the check show you are not unlocked, we will provide you with a full refund or offer to re-submit your IMEI to an alternative unlock server.
Where we might charge you.
Sometimes a blocked or barred imei number is submitted that doesn’t get picked up by our Checkmend check. Additionally you may choose the wrong network or phone model. If for any reason your unlock fails because the IMEI number is blocked or barred or you’ve purchased the wrong unlock for your phone model or network we may charge you a fee of £4.50.
This is to cover the expense of administering and processing your failed unlock. Please ensure your IMEI is not from a phone reported stolen or possibly barred.
Where we cannot offer you a refund.
It’s important you understand that we do not unlock your phone ourselves. All unlocks are processed by a global unlock server. We have to pay to enter your IMEI into the global unlock server and only make a few pounds for each customer we find.
It’s because of this we cannot offer you a refund before your IMEI is fully processed by the unlock server. If your unlock fails we automatically refund you.
Additionally, you may believe you are not unlocked when our GSX check indicates that you are. This may be due to you not following the final steps to complete your unlock. If this happens we will provide full support until the issue is resolved.
If you have purchased an unlock code in some instances we may ask you to provide video evidence that the unlock code does not work. This is because we will be unable to approach our supplier for a refund until they can see that the unlock code does not work.