Last updated: November 2026
If we can’t complete your unlock, you don’t pay for it. This policy explains when refunds apply and when they don’t.
Refund requests must be made within 60 days of your order date.
1. When you are eligible for a refund
- We are unable to unlock your device after completing all required steps.
- Your device or model is not supported. We confirm this after our checks, and the refund is usually sent the same day, or the next day at the latest.
- You cancel your order before we begin processing it.
- The service fails even though all instructions were followed correctly.
2. When refunds are not issued or are reviewed case by case
Refunds are not issued when:
- Incorrect information: The wrong IMEI, device model, brand, or service was submitted and an unlock was attempted.
- Non-cooperation: You do not respond, miss a scheduled remote session, or do not follow the technician’s instructions.
- Lost, stolen, or blacklisted devices: We do not unlock or refund orders for these devices.
- Change of mind: You cancel after processing has begun.
- Late requests: The request is made more than 60 days after your order date.
Reviewed case by case:
- Device already unlocked: If we find your device was already unlocked before we started, we will refund your order whenever it did not cost us anything to process. In rare cases where a third-party cost was already incurred, that cost may be deducted.
- Unlock completed, but the device still has a problem: This is rare. If the unlock was completed on our end but did not work, we will review it with you. This can happen if the device software was modified, for example through custom ROMs, rooting, or other tweaks made before or during an unlock attempt. We may ask for a screenshot or short video to verify the issue. Depending on the findings, we may issue a refund.
3. Samsung Knox Guard (KG)
We check every order for Knox Guard. If a KG lock is found and we cannot process your device, you will receive a refund as described in Section 1, as long as processing has not started.
4. Wrong service or device selected
If you chose the wrong brand, model, or service, contact us as soon as possible. If processing has not started, we will cancel your order and refund your payment, less the fee described in Section 5 if one applies. Once processing has begun, the order cannot be refunded. If you are unsure which service fits your device, email us before ordering.
5. Lookup fee
If we had to run a paid check (such as an IMEI or account status lookup) because the wrong service was selected, we may deduct the actual cost of that check, up to $2.99, from your refund. In most cases we do not charge this fee.
6. Delays
Some unlocks depend on third-party systems outside our control, so a delay alone does not qualify for a refund. If your order is taking unusually long, contact us and we will review it and give you a clear update, or cancel and refund where appropriate.
7. Payment methods and refunds
We mainly accept cryptocurrency (Binance Pay and USDT TRC20). If you cannot pay with crypto, email us and we can arrange PayPal through a payment link. Approved refunds are returned to the same account or wallet you paid from, in the same currency.
- Binance Pay: No refund fee.
- USDT (TRC20): The blockchain network fee, usually about 1 USDT, is deducted from the refund. If the refund amount is less than the fee, no refund can be sent.
- PayPal: PayPal’s fees on the payment are not returned to us, so they are deducted from the refund. The amount depends on the payment amount.
- Wrong network or address (crypto): If you send payment on the wrong network (for example ERC20 or BEP20 instead of TRC20) or to the wrong address, the funds usually cannot be recovered, and we cannot guarantee a refund. Please double-check before sending, and email us first if you are unsure.
- Blockchain transactions are final and cannot be reversed.
8. Tool rentals
Tool rentals are not refundable. We provide access to the tool for the rental period you purchased, and your rental period starts when we deliver your credentials.
- Check your login right away. Log in to the tool as soon as you receive your credentials. If they do not work, contact us within 15 minutes. “Reports after 15 minutes are reviewed case by case against the tool’s login records.”
- If the credentials are faulty, we will verify the problem and replace them with new access and a new rental period.
- What we don’t provide: We do not offer guidance on how to use or operate the tools, and we do not guarantee that a tool will work with your specific device. We only provide access for the rental time.
- If a tool is temporarily unavailable: Most of the time our tools are ready right away. Occasionally, a tool may not be available when you pay. In that case, we will deliver your access as soon as the tool becomes available, and you may need to wait a little longer than usual. If you prefer a refund instead of waiting, contact us and we will process it. The only deduction is the payment network fee: Binance Pay has no fee, and USDT (TRC20) refunds carry the Tron network fee, usually about 1 USDT. PayPal fees, if any, apply as described in Section 7.
9. Payment disputes
Please contact us before opening a dispute with PayPal or any other payment provider. We keep order and payment records and can resolve most issues quickly by email.
10. How to request a refund
Email support@easeunlock.com with your order ID, IMEI or serial number, and a clear description of the issue. For remote sessions, attach screenshots or a short video if you believe the service did not work. We review requests during our working days and reply as soon as possible.
11. Refund timing
Once approved, Binance Pay and USDT refunds usually arrive within a few minutes to a few hours. PayPal refunds usually take 1-3 business days.