Refund policy

Orders are paid from your prepaid wallet. When an order can't be completed, the money goes back to that wallet automatically.

Failed and rejected orders

• If a supplier rejects an order, or it cannot be completed, the amount you paid for that order is refunded to your wallet balance automatically. You don't need to ask.
• In a bulk order, each IMEI is a separate order: one rejected line is refunded on its own and the others carry on.
• Every refund appears in your wallet history.

Completed orders

A completed check or unlock is a digital service that has already been carried out, so it is normally not refundable. If you believe a result is wrong or an unlock did not work, open a support ticket within [N] days with the order number. We will look into it with the supplier and, where the supplier confirms the problem, refund the order to your wallet.

Orders you entered incorrectly

Every IMEI is checked for a valid format before you pay, but we can't tell whether it is the device you meant. Please check the IMEI, the service and any extra details before placing an order. An order placed with the wrong details may not be refundable once a supplier has processed it.

Your wallet balance

• Wallet top-ups are credit for orders on imeifixer.
• Refunds for orders are made to your wallet balance, not to the card or account you paid with.
• Unused balance is not normally paid out or returned to the original payment method, except where the law requires it. If you think this applies to you, contact us and we will review your request.
• If a top-up is charged but does not reach your balance, contact us with the payment reference and we will investigate.

Chargebacks

If you dispute a top-up with your bank or payment provider, we may suspend the account while the dispute is open. Please contact us first: most problems are quicker to fix directly.

Contact

For anything about a specific order, a support ticket is the quickest route. Other questions: see the contact page.