Refund policy

How refunds work, in plain words.

The short version. You can cancel free while an order is still waiting to be sent. Once it reaches the network it cannot be cancelled, because we have already paid for it. If the network fails or rejects the IMEI, you are refunded automatically.

Before your order is sent

New orders wait briefly before going to the network. During that time a Cancel button appears on your Orders page. Cancelling returns the full amount to your balance immediately, with no fee.

After your order is sent

Once the order reaches the network we have paid for it and cannot get that money back, so the order cannot be cancelled. This applies however quickly you change your mind.

Orders marked "Sent to the network" or "Processing" are in this stage. Waiting times are estimates given by the network, not promises, and an order running longer than expected is not grounds for a refund on its own.

If an order is taking too long

We cannot withdraw an order once it is with the network, but we can ask them to. Open the order on your Orders page and use Ask us to cancel. We will contact the network, and if they can pull the order back we refund you in full. If they have already processed it, we will tell you that instead.

Asking does not guarantee a cancellation. It depends on whether the network has started work on your device.

When you are refunded

The network rejects the IMEI
The network fails to deliver a result
The service is not able to unlock your device

These refunds are automatic. The money returns to your balance as soon as the network reports back, without you asking.

When you are not refunded

You entered a valid IMEI belonging to a different phone
You chose the wrong service or the wrong carrier
You changed your mind after the order was sent
The order is taking longer than the estimated time
The device was reported lost, stolen, or has an unpaid balance

Please check the IMEI and the carrier before ordering. Dial *#06# on the phone to see its IMEI, and run our free check first if you are unsure.

Credit and refunds

$1 = 1 credit. Credit never expires and can be spent on any service.

Deposits themselves are non-refundable — once credit is on your account it stays there until you spend it. But any order that fails is refunded to your balance in full, automatically.

A card fee is added when you add credit. That fee covers card processing and is not part of your balance, so it is not returned if an order later fails.

Questions

Email support@unlockair.com with your order reference and we will answer within one business day.

UnlockAir · 6016 E Brainerd Rd, Chattanooga, TN 37421
Last updated: September 25, 2026