Your purchase will appear on your card statements as PAYPAL*NovaUnlock
The following are the USER AGREEMENT that apply to all orders placed with NovaUnlock. Upon ordering from any website operated by NovaUnlock, you must confirm that you agree to these Terms.
All purchases of IMEI unlocks are final.
All services proved by NovaUnlock are non-returnable and non-refundable after purchase. If you need assistance with a purchase please contact support team at [email protected]. You cannot cancel your purchase of an IMEI unlock once order is placed to our system. By placing an order to purchase an IMEI unlock, you acknowledge and agree to this.
We do not accept returns of IMEI unlock digital services, except as required by law.
Customer is responsible for bear all risk of device loss thereafter, including any unlock loss due to carrier’s unlocking policy. If you are unable to complete the unlocking process once we provide you with unlocking service, please contact NovaUnlock5 Customer Service for assistance.
1. DESCRIPTION OF SERVICE
1.1 The service of sourcing and supplying any unlock solution begins at the point when payment is received from a customer. All time frames stated are a calculation of the unlock time frame of the prior week and are provided as a guideline, NOT a guarantee.
1.2 We offer official IMEI unlocking services.
1.3 We offer network look up services.
1.4 Mobile operator reserves the right to deny any unlock request that it concludes would result in an abuse of this policy or is part of an effort to defraud carrier or its customers. Mobile operator further reserves the right to alter this unlocking policy at its discretion without advance notice.
2.1 Due to the nature of our supply chain, it is not possible for customers to cancel the service once payment has been received.
3. LEGALITY OF SERVICE
3.1 All of the services offered on this website are entirely legal in Europe and North America. If you are ordering from outside of these two continents, please check your local jurisdiction before ordering.
4.1 It is assumed that the customer has read the information provided on the website.
5. CUSTOMER RESPONSIBILITY
5.1 It is the customer’s responsibility to check the compatibility of their handset with the network they intend to use once unlocked.
5.2 If customers intend to use a UK network after performing an unlock, they should first ensure that the handset they are unlocking has not been reported lost, stolen or abused by entering the IMEI at http://www.checkmend.com/uk. Lost, stolen and abused handsets are barred/blocked in the UK once reported and cannot be used on any network.
6. SERVICE DELIVERY TIMES
6.1 All prices are as quoted.
6.2 Delivery time means the period we have to send the unlocking requests for the unlock. It is not unlock results delivery time. It is unlock request delivery to the carrier for the unlocking.
6.3 Delivery times may vary as they are estimates and subject to change based on response times from the relative networks. However, we will do our best to notify you immediately of any significant variation in your estimated unlock time frame.
6.4 Delivery times only apply during business days (Monday – Friday) and between the hours of 9 a.m. – 6 p.m. PST.
Delivery will be made to the email address provided during the checkout process. So please carefully check your address before submitting order. It is the customers duty to check email address for the response.
All emails are delivered and monitored by using sendgrid.com service to ensure and track delivery process.
Can I track my delivery? – Use your Order Number or IMEI and put them into our Order Tracker form located here: http://novaunlock.com/check-order-status/
7. ORDER RESUBMIT POSSIBILITY
7.1 We can resubmit the order if it will come as Not Found due to the possibility of wrongly rejected requests. But only if IMEI is eligible for unlock.
8. REFUND POLICY
8.1 All products on our website are covered by our 100% Money Back Guarantee according to our Refund Policy. This guarantee is provided to assure our customers we guarantee their satisfaction under the following conditions and terms:
8.2 Guarantee applies only if our attempt to unlock your iPhone returns an ‘unavailable’ report to our server. In a situation where the “unlock” cannot be delivered for your mobile device, a 100% refund will be issued.
8.3 In the rare instance that an unlock appears to have been successful on our end but you maintain the unlock has failed, you will be required to submit video proof that the unlock was unsuccessful. The video must clearly show:
The IMEI number of your device by pressing *#06#
You attempting to restore and activate your device following the unlock instructions.
No refunds will be given:
8.4 If your IMEI# is reported as “iPhone already unlocked” according to our iPhone network check results.
8.5 The IMEI number provided by you is incorrect and an unlock has been produced or returns as“Not Found”.
8.6 The wrong network service was purchased. In this case the network will return the NOT FOUND code or UNLOCKED for your device. To avoid this case please use iPhone Network Checker to double check what carrier your device is locked to.
8.7 No refund if your IMEI/iPhone is blacklisted when you purchased the service for clean IMEI.
8.8 If your iPhone is not activated prior to placing an unlock order.
8.9 If you purchased iPhone AT&T ZIP/SSN Activation service to remove Find My iPhone iOS 7 activation lock.
8.10 No video evidence is provided showing that the unlock service did not work.
8.11 The unlocking service was purchased elsewhere.
8.12 Guarantee does not apply where handset appears to be BLOCKED once unlocked.
8.13 If your iPhone is unlocked but you can’t complete the process we can only provide support.
8.14 If iPhone got iOS 7 activation lock we can provide only support.
8.15 Retrieval of the unlock code exceeded our stated average turnaround time. In most instances we meet or exceed turnaround time expectations; however there may be contingencies or extenuating circumstances which may result in delay.
8.16 Your device was successfully unlocked but the network you wish to use the iPhone on is not compatible. It is the buyer’s responsibility to make sure the device you wish to unlock will be compatible with the SIM card and network you are trying use.
8.17 The unlock has been generated but you do not wish to unlock your iPhone anymore.
8.18 The iPhone was already unlocked prior to placing your order or during the order.
8.19 The iPhone can’t be activated in iTunes but from our site it’s unlocked.
8.20 For AT&T customers the account the iPhone is currently attached to cannot be delinquent in any manner; otherwise the phone could be relocked.
8.19 NO REFUND FOR THE WRONG SERVICE (NETWORK/MODEL/SERIAL) PURCHASE.
In case of blacklisted status, not activated iPhone or wrong carrier purchase company has a right to provide a partial refund cutting -$5 fee.
If you have an error with the code or are unsure about unlocking your device please contact us immediately for support as our main goal is to unlock your device. Please allow up to 7 days for the refund to show up on your account.
9. UNLOCKING INSTRUCTIONS
9.1 Completion of the unlock process is announced via email notification to the email address provided, simple instructions to complete the unlock procedure by connecting to iTunes is also contained in the email. Please add “[email protected]” to your safe sender list so that our mail makes it to your inbox and does not get lost in the junk/spam folder.
9.2 Before assuming the unlock was failed and requesting a refund, please ensure your iPhone has been restored to the latest iOS. We are not responsible for resolving complaints of failed unlock services due to an outdated iOS.
9.3 If do not see a“Congratulations” message in iTunes notifying you of your newly unlocked status this is normal. Sometimes the message will show but if not this does not necessarily mean the unlock failed.
9.4 Be sure to restore your iPhone in iTunes as a new iPhone. Do not restore from backup.
9.5 You can check your iPhone unlock status on the third party websites. But many free sources are not always updated.
9.6 We don’t provide any jailbreak, downgrade, upgrade, or activation instructions.
10. iOS 7 Activation Lock Problem
10.1. If your iPhone is running iOS 7 it is strongly recommended to turn off Find My iPhone app in iCloud (Settings – iCloud), log out from Apple ID (Settings – iTunes & App Stores) and iCloud (Settings – iCloud), as well before ordering unlock.
10.2. If your device has Activation Lock after using our unlock service please insert Apple ID used when upgrading to iOS 7. Or if you are not the original owner of the device please contact one or fix it here: http://novaunlock.com/disable-ios-7-activation-lock-distantly/
11. CUSTOMER ERROR
11.1 No changes can be made to fulfilled orders that failed due to customer error.If incorrect data regarding the handset was provided or if the wrong network service was purchased and a NOT FOUND code returned for your device, no refund will be provided.
11.2 In circumstances where an order has yet to be completely fulfilled and a customer has provided incorrect data, we will attempt to cancel any existing order and replace it with new order details. If we are able to cancel the existing order successfully, the delivery time of any such new order will be from the point of change and not from the point of the first sale. We cannot guarantee cancellation. If we are unable to cancel the order, the customer will be required to re-order with the correct details.
12. ‘NOT FOUND’ Unlock.
12.1 This code means that it has not been possible to unlock the iPhone and further investigation is required to discover the reason(s). In this case customers need to contact the current network support department and issue an investigation request. In most cases the reason a “Not Found” code is returned is due to customer error.
13. BACKUP OF IMPORTANT DATA
13.1 It is not necessary to restore your handset unless you have a jailbroken device, in which case the jailbreak must be removed prior to unlocking (you can re-apply it afterwards without a problem).
13.2 Customers who have a jailbroken iPhone prior to unlocking are strongly advised to make sure that their ‘Contacts’, ‘Messages’ and any other important data is properly backed up and synced 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.
14. PRIVACY STATEMENT
14.1 We will always make every effort possible to ensure that all of your personal details provided to us are stored securely using standard industry practices.
14.2 Your personal details will only be maintained for the purposes of processing your order(s).
14.3 We will never share or sell any of your details to a 3rd party without your prior consent.
14.4 We do not store customer payment card details, these are passed directly to our payment provider(s) for the purposes of payment only.
14.5 You can ask for your details to be completely removed from our database at anytime.
15. FEEDBACK, DISPUTES AND COMPLAINTS
15.1 When a buyer purchase the unlocking service with the intent to harm our reputation, it costs us time and money. This policy helps create a safer and more successful buying and selling experience for official iPhone unlocking services.
15.2 If a client is dissatisfied with way services are delivered by NovaUnlock, NovaUnlock will manage this as a complaint and respond promptly, if a response or resolution is expected by the client.
15.3 NovaUnlock will respond promptly to complaints about its service delivery. In general, NovaUnlock will acknowledge, investigate and respond to all complaints within 15 working days. However, any complaint that is made about a privacy issue will be completed within 60 days. Suggestions or complaints will be directed to the section of NovaUnlock 5 that is responsible for responding to the issue.
15.4 If the complaint is about a member of staff, it will be investigated by a more senior officer than the person being complained about. The identity of the person making the complaint will be kept confidential.
15.5 As a buyer, you’re not allowed to buy an unlock service / IMEI checking service in order to harm seller reputation and leave negative or neutral feedback or low detailed seller ratings. Make sure you follow these guidelines. If you don’t, your account may be subject to a range of actions, including limits or suspension of your user account and associated IMEI Blacklisting.
15.6 Any dispute or claim arising from or relating to the Agreement or the Store is subject to the governing law, disclaimer of warranties and limitation of liability and all other terms in the NovaUnlock. You agree to those terms by entering into the Agreement or using the Store.
16. FRAUD & DECEPTION
16.1 We will not tolerate any attempts to obtain our services by fraudulent means. We report all such defraud attempts to the relevant credit reference agencies and authorities.
16.2 To combat fraud, we are obliged to log the IP addresses of customer computers at each and every stage of the buying and delivery process.
16.3 Any attempts to defraud our company are passed on to our dedicated Debt Collection and Fraud Department. We work closely with PayPal, Dalpay, Google, Internet Service Providers, Law Courts and a variety of Global Debt Recovery agents worldwide to successfully prove that our services have been digitally delivered in cases of fraud or mis-claims of ‘non-receipt’. We are able to successfully recover monies in cases where payment has been reversed or charged back.
16.4 In case of any chargeback or claim, the associated IMEI will be blacklisted in the iTunes database, preventing it from working on all networks worldwide. This is PERMANENT.
16.5 We reserve the right to blacklist IMEI if customer demonstrates any form of 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.
16.6 If PayPal’s dispute or claim is initiated before the end of service delivery time, it will be considered as online fraud, thus IMEI will be blacklisted within 48 hours to prevent an accessibility to function of any worldwide network.
17. PayPal Disputes
17.1 Paypal disputes that are not resolved in 7 days will be investigated by escalating the dispute to the claim department and the corresponding handset’s IMEI will be blocked to prevent online fraud.
18.1 The domain name NovaUnlock.com, the website upon the domain and all associated information is legally owned & operated by http://novaunlock.com/
18.2 All 3rd party brands & logos are the registered trademarks of their respected owners. This website is not affiliated or part of any of the network operators or handset manufacturers detailed on our websites.
18.3 We do not distribute any unlocking software that entails hacking or interference with systems in any way that may violate the DMCA. We offer only professional factory iPhone unlock submitting services. We submit the request to AT&T and we are not responsible for their answer.
USA Customers. As you may have heard, there have been some changes to the law regarding unlocking of cell phones affecting individuals in the USA. As of January 26th, 2013, it will be illegal to unlock devices that are manufactured from this date onwards for USA phones, phones made BEFORE this date are still 100% legal to unlock. This law does not apply to clients outside of the USA. We will not be held liable for unknowingly unlocking a device that was made from this date onwards.
This is part of the DMCA ruling, more info can be read here: https://s3.amazonaws.com/public-inspection.federalregister.gov/2012-26308.pdf
Due to the recent legislation passed by the Library of Congress for the Digital Millennium Copyright Act (DMCA), we are forbidden to unlock USA devices that were manufactured on January 26th, 2013 and later.
18.4 We will not be held responsible for any loss of data that may result whilst attempting to unlock your handset using any of our unlocking procedures.The above conditions are in addition to your statutory rights, which are not affected. ALL PURCHASES ARE SUBJECT TO THE ABOVE TERMS & CONDITIONS AND ARE ALSO IN FULL ACCORDANCE WITH CONSUMER LAW.
19. Termination by NovaUnlock.com
19.1 NovaUnlock.com may terminate your use of the unlocking services if you fail to comply with the User Agreements or become ineligible for the Services.