Refunds If no unlock code is found for a particular phone, a refund will be processed within 24 hours of us becoming aware that no code is available. All refunds can take around 7 days to appear in your account depending on your bank/credit card company. If your phone was already unlocked before you purchased a code or unlocking service, that will not be considered grounds for a refund. Where an unlock code does not work and we confirm by email that we are not able to find an alternative solution, you must claim a refund by providing video evidence as detailed below. This is to show that the information on the order form was correct, and that the unlock process did not work. In some situations the video may still enable us to help you unlock your phone. The video should be sent to us as an attachment or uploaded to Youtube as an unlisted video, with the link sent to us.