Terms of Service

Welcome to PhoneTopups.com. These Terms of Service ("Terms") govern your use of our website and services at https://phonetopups.com ("Website"), which is managed by PhoneTopups Limited ("we", "us", or "our"). By using our Website, you agree to be bound by these Terms. If you do not agree to these Terms, please do not use our Website.

Company Information:

PhoneTopups Limited
Company Number: 15568752
Incorporated on: 16th of March 2024
Address: 128 City Road, London, EC1V 2NX, United Kingdom

Use of Our Service

Our Website provides mobile phone top-up services. You must ensure that the mobile number you enter for a top-up is correct as we are not liable for any errors in the submission of this information.

Accounts and Registration

To access certain features of our Website, you may need to register for an account. When you register for an account, you must provide us with accurate and complete information. You are responsible for maintaining the security of your account, and you are fully responsible for all activities that occur under the account.

Payments

All payments made on our Website are due immediately upon completing a transaction. We accept various forms of payment, which are detailed on our Website. Ensure that all payment information is correct to facilitate a smooth transaction process.

A second payment may be required should extra work be needed to complete any device orders. If we are unable to complete the order and costs are incurred on our side, a credit note shall be issued for a matching service.

Cancellations and Refunds

Due to the nature of our service, transactions once completed cannot be cancelled or refunded. Please ensure all details are correct before confirming your top-up.

Legal Compliance

All services offered on this website are legal in Europe and North America. If you are ordering from outside these regions, please verify the legality in your local jurisdiction before placing an order.

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.

Service Delivery Times

All prices and delivery times are as quoted. Delivery times are guidelines set by the relative networks and can vary without notice. If your unlock is in progress, we will immediately notify you of any changes to delivery times and keep you informed.

100% Money Back Guarantee / Refund Policy

All products on our website are covered by our 100% Money Back Guarantee. We provide this guarantee to give honest customers reassurance that the product they are ordering will be delivered in good faith and will be fit for purpose. However, this guarantee is subject to the following terms:

  • The guarantee does not apply where the handset is blacklisted, in iCloud Lost mode, or blocked by Apple.
  • The guarantee applies only if our attempt to unlock your phone returns an 'unavailable' report to our server.
  • Pre-orders and eligibility checks are not covered by our money-back guarantee.
  • An Android device can only be unlocked via a code if it requests an unlock code when an incompatible SIM card is inserted.
  • Any unlocks that come back as hard-locked by the network will be refunded in the form of a credit note.
  • Technician unlocks will be refunded if it is not possible to unlock your device. If the unlock is successful but the phone is found to be blacklisted, no refund can be given.
  • Standard services that fail and are not upgraded to premium service will be issued with a credit note only.
  • Premium services that fail will be fully refunded to your card.

Unlocking Instructions

Completion of the unlock process is made by email notification to the email address provided. Instructions to complete the unlock procedure will vary depending on the brand of phone:

  • iPhones: connect the phone to WiFi, then turn the phone off and on.
  • Non-iPhones: enter the unlocking codes provided in accordance with the email instructions.

Customer Error

No changes can be made to orders that have been fulfilled where customer error has occurred in relation to the provision of data about the handset. Refunds cannot be provided in this instance. In circumstances where an order is yet to be completely fulfilled and incorrect data has been provided, we will endeavour to cancel the existing order and replace it with new order details. If we are able to cancel the existing order, the delivery time of the new order will be from the point of change. We cannot guarantee cancellation, and if we are unable to cancel the order, the customer would be required to re-order with correct details.

Backup of Important Data

It is not necessary to restore your handset unless you have a jailbroken device. In this case, the jailbreak must be removed prior to unlocking. Customers with a jailbroken iPhone are strongly advised to back up their contacts, messages, and any other important data with iTunes prior to attempting any unlocking procedure. We will not accept responsibility for the loss of customer data should this occur for any reason.

Privacy Statement

We will always endeavour to take reasonable care to ensure that all of your personal details provided to us are stored securely using standard industry practices. Your personal details will only ever be kept for the purposes of processing your order(s). We will never pass any of your details on to a third party without your prior consent. We do not store customer payment card details; these are passed directly to our payment provider(s) for the purposes of payment only. You can ask for your details to be completely removed from our database at any time. You give us the right to display on our website any reviews you leave on third party platforms relating to our business to promote our service.

Fraud and Deception

We will not tolerate any attempts to obtain our services by fraudulent means. We report all such attempts to the relevant credit reference agencies and authorities. To combat fraud, we are obliged to log the IP addresses of customer computers at each stage of the buying and delivery process. Any attempts to defraud our company are passed on to our dedicated Debt Collection and Fraud Department. We work closely with payment providers, Internet Service Providers, law courts, and global debt recovery agents to successfully prove our services have been delivered in cases of fraud or misclaims of 'non-receipt'. We successfully recover monies in cases where payment has been reversed or charged back. In cases where we feel confident that a customer is attempting to defraud our company, we will forward an invoice for a demand for payment including a £100 administration fee. If unpaid after 30 days, further fees and interest will be applied. We will seek recovery via the law courts and our debt collection agents if necessary.

Termination of Orders

We reserve the right to terminate the order of any customer who demonstrates any form of verbal abuse or aggression towards any member of our staff either verbally or in writing. All communication will be terminated with such customers and all correspondence forwarded to our legal department. Any such customer would also forfeit their right to a refund in this instance.

Barred Handsets (Lost and Stolen, Blacklisted, Contract Issues, Bad ESN)

If a handset is reported lost or stolen (or abused), it may be 'Blacklisted' (also known as 'Blocked' or 'Barred'), preventing it from being used again in the UK on any of the major networks. It is not possible to find out if a 'SIM Locked' or 'SP Locked' handset has been 'Blacklisted' from any particular network without first performing the 'unlock' procedure using our services. Therefore, if we undertake an unlock and you find out the phone is logged as lost, stolen, or abused, we cannot refund your payment. We will undertake the job you request but cannot legally make a 'blacklisted' handset work again.

Disclaimer

All third-party brands and logos are the registered trademarks of their respective owners. This website is not affiliated with or part of any network operators or handset manufacturers detailed on our websites. We will not be held responsible for any loss of data that may result while attempting to unlock your handset using any of our unlocking procedures. Price matching excludes network providers directly and the companies need to be UK VAT registered companies with a valid telephone number displayed. Price matching can only be done before the purchase is made. The above conditions are in addition to your statutory rights which are not affected. All purchases are subject to the above terms and conditions and are also in full accordance with consumer law.

Changes to Terms

We reserve the right, at our discretion, to modify or replace these Terms at any time. If a revision is material, we will provide at least 30 days' notice prior to any new terms taking effect. What constitutes a material change will be determined at our sole discretion.

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