Cancellation and refunds

Tell us and we stop. You can do that from your request page or by replying to any email we have sent you. We will confirm in writing that work has stopped.

• Until we submit your request to the manufacturer. You can cancel at no cost, on either service. Your request page shows whether cancellation is still available.
• After submission. The manufacturer is already acting on the request, so it can no longer be withdrawn from our side. On Priority, which is paid up front, you are refunded in full if it does not succeed; on Standard nothing was charged, so there is nothing to refund.

Standard is paid only once the unbinding has succeeded and your device is released. Priority is paid up front, before work starts, and refunded in full if it does not succeed. Exactly what we treat as confirmation of a successful unbinding (the manufacturer’s word, yours, or both) is success criterion pending.

If it does not succeed, you pay nothing. That is the whole basis of the service and we do not make exceptions to it.

On Standard, once your device is released the fee is due. If it is not paid within the payment window, we ask the manufacturer to lock the device to its previous account again. That is permanent: paying later will not restore access, and unpaid cases are not reopened.

Cases stall when we ask for something and hear nothing. We will chase you more than once before doing anything. If there is still no reply after non-response window pending, we close the case, and on Standard nothing is owed. You can reopen it later and we will pick it back up.

If the device turns out not to be usable on your own account after we told you it was released, tell us. We will reopen the case and keep working at no extra cost. If we cannot put it right, we refund you.

A refund undoes the payment. It does not undo the account change itself. Once a manufacturer has released a binding, that has happened.

Some manufacturers charge their own administration fee. Where that applies, we tell you before you commit. Who pays it and how is fee responsibility pending.

Refunds go back to the original payment method. Our payment provider’s own timings apply after we issue one, and those are outside our control.

Anything unclear? Ask us before you pay rather than after.