Cancellations, Refunds & Money Back Guarantee Exclusions

(This pages details are also the same as listed in the Terms & Conditions page. Will also customers tick to agree to before purchase.)

14.1 Fastnlock does not permit the cancellation of an unlock order once it has been purchased, a lot of our unlocks code orders are processed with many of our suppliers automatically, as soon as an unlock code has been purchased on https://fastnlock.com. No refund can be given if the customer wishes to cancel an unlock order once it has been purchased. This includes if there is a delay in the order processing, all estimates in time can only be estimates as time frames often depend on how busy the network / carrier servers are on that particular day. If a customer needs an unlock urgently and can not wait extra days if an unlock is delayed, then this particular customer should not purchase an unlock from Fastnlock.

14.2 If you think you received the wrong unlock code, or your code is not working, you have 7 days following the delivery of your order to request, free or charge, Fastnlock to verify the code. You can launch this procedure by emailing admin@fastnlock.com.

14.3 If you receive and unlock code or unlock activation email and your unlock does not work or you are unable to put the code into the device because you have a device that is reported stolen, lost, subject to an insurance claim, icloud locked, password / passcode locked, PUK code issue, blocked, barred or in anyway broken or defective, you will not qualify for any refund or the money back guarantee. It is your responsibility to make sure a network / carrier unlock is appropriate in these cases.

14.4 If an unlock does not work because you have provided us with the wrong information during the ordering and checkout process, you will not qualify for any refund or money back guarantee. Incorrect information includes the devices IMEI number, country, network / carrier currently locked to, manufacturer and model of device.

14.5 With regards to the customer purchasing the wrong unlock and needing a more expensive unlock. If they have purchased with giving us the wrong IMEI, country, network, manufacturer or model, they will not qualify for any future money off or refund. However, if a customer selects that their device is “clean and out of contract” and we find that it is not and needs a more expensive premium unlock of the same type. We will offer the customer the unlock they need with a money off coupon of how much they originally paid, to help toward the the more expensive unlock they need. The customer will have 7 days to use the coupon before it expires. An example of this would be an Apple unlock for AT&T in the USA may be around $30 for a clean and out of contract device, however if we find the device is still in contract / unpaid bills or both, the customer will need a more expensive premium unlock that may be around $100 or more. It is the customers responsibility to give us the correct information and select the correct unlock, we will not be held liable for mistakes a customer has made, or when they have provided misleading information about their device. Cases like this do not qualify for any refund or money back guarantee. If you are unsure about the information you are giving us about your device, please email us, we will perform a free check for you and we will assume responsibility for the information we provide you about your device. In cases where we have provided the information needed to select the correct unlock, if it doesn’t work, the customer does qualify for the regular refund and money back procedure.

14.6 Some Android devices such as Samsungs released after 2015, locked to certain networks may not ask for an unlock code when a non-accepted sim is inserted. Instead, they use a “Device Unlock App”, in this case the unlock code we provide will not work as there is nowhere to put it in. We do not provide this service as involves software and we exclusively sell unlock codes, and we do not provide software or any technical support of any kind. It is the customer’s responsibility to make sure the device is asking for an unlock code before purchase. All we do is provide unlock codes for devices, if an unlock code does not work because there is nowhere on a customers device to put an unlock code in, we will not be held liable and in these cases the customer will not qualify for any refund or money back guarantee. We also state these cases are excluded from the money back guarantee before the customer purchases so there is no confusion.

14.7 If you are not able to use the unlock code provided and want to claim a refund. We will first ask for more details, as often this can be easily fixed. We will do this by emailing a list of questions to help us trouble shoot and solve the problem for you. If it can not be solved and the code does not work, you will qualify for the money back guarantee, however we simply require video evidence it hasn’t worked. This is because every unlock code we provide costs us time and money to do so, and in some cases a customer may use a working unlock code and then claim it didn’t work, in order to seek a refund anyway. Fastnlock will issue a full refund of your order when you to provide video proof; this video proof must be compliant with these rules:

 

All devices apart from iPhones (see below for iPhones / iPads)

    • First type *#06# (or any other way of displaying the IMEI on the device’s LCD) on the device then wait 5-10 seconds until we can clearly see and read the IMEI of the device displayed.
    • If present, the operator (on which the device is currently locked) logo should be clearly visible.
    • Insert, in the same device, a SIM card which is not currently accepted by the device.
    • Wait 5 seconds until we can clearly see and read the message displayed by the device.
    • Enter the code received by the server, SLOWLY, and the keys being pressed (or touched) must be clearly seen in the video as the code is entered into the device.
    • If you get an error message, wait 5 seconds so we can clearly see this message
    • Make sure the video is clear and correctly focused and the codes, messages, IMEI are all visible on the device’s display.

Then please upload the video using free download website like Wetransfer.com, or free streaming website like Youtube.com and forward to us by email. We can not download on our computers, files sent to us by the general public, for virus and security reasons.

 

iPhones / iPads

    • First type *#06# (or any other way of displaying the IMEI on the device’s LCD) on the device then wait 5-10 seconds until we can clearly see and read the IMEI of the device displayed.
    • If present, the operator (on which the device is currently locked) logo should be clearly visible.
    • Go the settings on the device to show clearly the current installation of IOS, so we can make sure it is up to date.
    • Insert, in the same device, a SIM card which is not currently accepted by the device.
    • Wait 5 seconds until we can clearly see and read the message displayed by the device.
    • If you get an error message, wait 5 seconds so we can clearly see this message
    • Make sure the video is clear and correctly focused and the codes, messages, IMEI are all visible on the device’s display.

Then please upload the video using free download website like wetransfer.com, or free streaming website like youtube.com and forward us the link by email. We can not download on our computers, files sent to us by the general public, for virus and security reasons.

14.8 If your complaint is about an Apple Unlock, and you are unable to send a video. We will only accept a complete Apple GSX Check report to state whether the device has been unlocked or not. This must be performed by us, on our Server (we do not accept GSX Check report performed on any other website). If the result shows that device is still locked, to the exact same original network you place the order for we will then refund the your money and forward the complaint to our supplier to investigate about the issue. If the GSX Check show the device is not from the correct Network, or the device is unlocked then no refund claim or complaint will be accepted. You will have 7 days to claim a refund from when our email is sent, informing you that your device is unlocked. We take no responsibility for emails not being received on time if the customer provides the wrong email address originally.

14.9 When you select the unlock you need, special instructions may be displayed on the web page for your particular unlock, which may pertain to your network, country, device manufacturer or device model. It is your responsibility to follow these particular instructions. Fastnlock will refuse any refund request if these instructions have not been followed and you receive a wrong unlock code.

14.10 It is your responsibility to check if you are able to enter the code in the device before ordering an unlock code for this model; you can access at any time the CODE ENTRY INSTRUCTIONS database from http://www.unlockbase.com/how-to-unlock-device/. By ordering an unlock code, you guarantee Fastnlock that you know the correct procedure to enter this code; if you have any doubt, please ask first by emailed us at admin@fastnlock.com before requesting a code as we can’t guarantee to always be able to get the code entry instructions.

14.12 Any refund claim, whether or not Video Proof is provided, must be made less than 7 days after the delivery date of the order being delivered to the customer by email. We will not investigate or refund any claims made after this period.

14.13 If you have a Samsung device which shows “Device Freeze” due to too many wrong codes entered, you will have to notify us by email at admin@fastnlock.com before purchasing. This is a different type of unlock needed, not just a network unlock. Failure to inform Fastnlock before purchasing may mean you do not receive all codes needed to fully unlock the device, Fastnlock will take no liability in this case and may or may not be able to refund your order, depending on our suppliers conditions for that particular unlock. If we can refund in this case, we will, however this case is not entitled to any money back guarantee.

14.14 You agree that all prices can change at any time without prior notice. Fastnlock’s liability won’t be engaged as a price changes and you commit yourself not to ask a refund for this reason.

14.13 You agree that any unlock tool offered on our website can be removed at any time without prior notice. Fastnlock’ liability won’t be engaged when a tool gets removed from our website and you commit yourself not to ask a refund for this reason.

14.15 Once you’ve received a refund from us for a specific IMEI, we urge you to not reorder unlock for this IMEI except if you discussed with our Customer Service and they recommended you a specific alternate purchasable unlock code. If no clear recommendation from Fastnlock Staff by email (not LiveChat) then any future order made on our server for this specific IMEI will not be eligible for a refund claim, even if you use another service for this IMEI, even if you get the same code as your previous order, even if you get a different code, even if you provide a video proof. Once we refund an IMEI we recommend not wasting your time submitting again since it’s very unlikely the outcome will be different. In this situation you order at your own risk.

14.16  If when ordering your unlock, you provide incorrect information such as the IMEI number, device manufacturer, device model, country or network / carrier the device is currently locked to, Fastnlock will not be held liable for a code or unlock not working correctly. If the unlock or unlock code does not work, this does not qualify for the money back guarantee and no refund is to be given. This includes if video proof is sent to show the code not working. This is because every unlock costs us time and money to process, and if we pay to generate an unlock code, based on the false / incorrect information a customer has given, it is the customers error not ours and as such we are not liable for the code not working and will not be able to provide a refund in these cases under any circumstances. If you provide incorrect information to Fastnlock about your device, you do so at your own risk.