Terms and Conditions for Resellers

The Terms and Conditions for Resellers described below detail the service characteristics for the unlocking of mobile phones and other devices and phone check services provided by doctorSIM to its customers through the pro.doctorsim.com website. These conditions must be accepted along with doctorSIM's General Terms & Conditions and as such do not replace or nullify those conditions but instead complement them. doctorSIM may occasionally amend sections of the Terms and Conditions for Resellers, so recommends their reading prior to signing up for their unlock and phone check services.

SERVICE DEFINITION

doctorSIM provides the service of unlocking phones as a professional intermediary between specialised service providers, both nationally and internationally, and the end customer.

This service is provided in seven different ways:

• Unlocking by IMEI (default method) - phone unlocking by entering a code via the telephone keypad.
• Unlocking by cable (only used in exceptional circumstances) - phone unlocking via cable and/or software program.
• Phone Check to see if phone has been blacklisted due to loss, theft or unpaid bill.
• Phone Check to find out to which network provider the phone is locked.
• Phone Check to determine make, model and alternative name(s) of phone.
• Phone Check to discover if iPhone is locked or unlocked.
• Phone Check to confirm current iCloud Activation Lock status.

For all services, the request is made and payment processed through pro.doctorsim.com. Subsequently, in the case of unlocking by IMEI, doctorSIM will contact the network provider via e-mail to deliver the unlocking code. With regards to cable unlockings, doctorSIM will coordinate the process of collecting the phone from the customer, dealing with the providers that unlock phones via cable and the delivery of the unlocked phone to the address specified by the customer.

PRIOR CHECKS AND REQUIREMENTS

doctorSIM requires that the following checks are performed prior to making an unlock request or phone check. It is the sole responsibility of the reseller to inform their customers of these checks:

• That the phone still has unlocking attempts left. If not, it may be possible to unlock the phone via cable in some cases.
• That the IMEI has not been blocked by the network provider due to an unpaid phone bill or reported stolen or lost. If this is the case, it will not be possible to unlock the phone.
• Check that the phone is not already unlocked.
• The phone can request the unlocking code. The reseller can find this information on the doctorSIM website by accessing the model of the phone or contacting customer support if they have any doubts before making a request.
• That the phone's original software has not be modified. We can only guarantee the service will work with the original software of the manufacturer and network provider. Contact Customer Support if you have any questions and/or doubts.
• If an iPhone, that it is not blocked with an Apple (iCloud) ID and password or the security option 'Find my iPhone'. If this is the case, it will not be possible to unlock your phone. If the customer is unable to remember their passwords, we recommend contacting the point of sale.
• All passwords and security IDs, such as the PUK, PIN or Vodafone Protect, must be known. If not, it will not be possible to unlock your phone and we will be unable to issue a refund. doctorSIM will gladly offer assistance once the customer is able to remember or retrieve the passwords and/or security codes.
• In some cases, which will be duly notified, in order to complete the unlocking process by IMEI a SIM card from another network provider must be inserted into the phone.

If the reseller has any doubts, or if the customer does not know how to get this information, we recommend that you contact Technical Support at doctorSIM by sending an e-mail to [email protected].

It is of vital importance that the reseller understands that the status of any mobile device is under constant change depending on the conditions in the owner's contract with their network provider or the current usage. doctorSIM reserves the right to refuse to process a request at any time if there is any suspicion of illegal or fraudulent activities involved.

With regards to phone check services, the information on the status of a phone (blacklisted or not blacklisted) is updated daily by the GSM Association, of which practically all network providers and mobile virtual network operators (MVNOs) are members. However, there are some network providers that do not inform the GSM Association of blacklisted phones or do so with some delay. For this reason, discrepancies may exist as phones are being added and removed from the list. The customer can double check the status of the phone by contacting their network provider at any time.

PAYMENT

doctorSIM's unlocking service for resellers works with the purchase of Credit Packages. Each reseller selects the Credit Package that best suits them, while at the same time benefitting from the following discounts:

• Pro (50 Credits) - Up to 35% discount on standard price.
• Enteprise (200, 500 or 1000 Credits) - Up to 45% on standard price.

Credits can only be obtained by purchasing the Credit Packages available above. Using the euro as the base currency, each credit has an equivalent value in the local currency of the reseller.

Resellers can only unlock phones if they have enough credits available. The corresponding amount of euros will be deducted from the reseller's credit balance.

Payment by the end customer is the sole responsibility of the reseller.

Prices for services offered will be duly indicated on the website and displayed in credits and local currency. All prices include transportation costs and applicable taxes.

Prices and offers may vary temporarily or permanently at the discretion of doctorSIM. Check the website frequently if you are interested in a specific offer.

The prices doctorSIM charges for its services may change, however, the price displayed on the website while making the request is guaranteed.

The discount percentage rate and phone unlocking prices may vary without notice as both are subject to market fluctuations.

REQUESTS

Processing the code (IMEI unlocking) or collecting the phone (cable unlocking) or phone check service will only be carried out once the reseller has collected payment from the customer. Once the payment has been made, the reseller will receive confirmation of the payment by e-mail or on doctorSIM Pro.

doctorSIM reserves the right to refuse to process requests at any time if illegal or fraudulent activities are suspected.

PROCESSING AND DELIVERY TIMES

Delivery times vary depending on the service selected. doctorSIM will not be held liable for delays in providing the service due to external suppliers. However, we will endeavour to provide the service as quickly as possible.

AVERAGE AND GUARANTEED DELIVERY TIMES

The Average Delivery Time is the average time it took to process the last few requests of the selected service.

The Guaranteed Delivery Time is the maximum time it could take to provide you with the service selected.

doctorSIM will refund the amount paid in credits if the Guaranteed Delivery Time is exceeded. The reseller must request the refund by e-mail, bearing in mind that sometimes delays can occur due to circumstances beyond our control.

It is the sole responsibility of the reseller to refund the end customer.

BUSINESS HOURS

Business hours are from 10am to 4pm GMT +2, Monday through Friday excluding holidays.

CANCELLING A REQUEST

Requests are processed automatically. Once payment has been processed, the request can only be cancelled and the corresponding refund requested, during the 10 minutes after the request was made, by replying to the confirmation e-mail or simply by writing to [email protected] from the same e-mail account used to request the unlock code. Once the 10-minute window has closed, requests are automatically processed and cannot be cancelled and no refunds will be made.

REFUNDS

1. doctorSIM will refund the full amount of the service under the following conditions. It is the sole responsibility of the reseller to refund the end customer.

Unlock requests

1. The code does not exist. If there is no unlock code for the request, doctorSIM will refund the full payment made by the customer as long as it is not one of the cases highlighted in point 2.
2. The unlock code or instructions are incorrect. If during the unlocking process the phone indicates that the code is incorrect, the customer must send an unedited video displaying the IMEI (by dialing *#06#) on screen and showing how they enter the code in the phone. The image must be clear enough to distinguish the keys and typed texts, and the entire phone must be visible at all times. If a mistake entering the code is viewed on the video, doctorSIM will contact the customer via e-mail to inform them. On the contrary, if the code or instructions were incorrect, doctorSIM will refund the payment in full as long as the error is not due to one of the following reasons:

2. doctorSIM does not issue refunds for phones that do not unlock correctly due to circumstances beyond doctorSIM's control, including but not limited to:

1. IMEI blocked by network provider due to loss, theft or unpaid phone bill. doctorSIM is able to unlock the phone, but not the blocking of the IMEI by the network provider due to loss, theft or non-payment. In these cases, an IMEI-blocked phone cannot connect to any network to make calls despite being unlocked correctly. Prior to requesting the unlocking of a phone, check that the IMEI has not been blocked. doctorSIM does not issue refunds for unlocking a phone that has problems related to the IMEI being blocked.

   On this note, doctorSIM makes it clear they do not provide services dealing with changes to the IMEI under any circumstances.

2. The phone cannot be unlocked by IMEI because it has no unlocking attempts remaining. Some phones have a counter limiting the number of unlocking attempts permitted.
3. The phone was already unlocked. doctorSIM cannot verify whether a phone has been unlocked previously. It is the customer's sole responsibility to check this information before requesting their unlocking code.
4. Errors making the request. If any of the following information provided by the customer when making the request was incorrect: IMEI number, serial number, make, model or network provider or e-mail address.

Phone checks

1. doctorSIM will issue a full refund for a phone check service if the result of the check is unavailable, as long as it is not one of the cases highlighted in point (ii).
2. doctorSIM will not issue a refund if the phone check service doesn't work or is not valid due to issues beyond doctorSIM's control, such as but not limited to:
   • The phone is damaged or has been altered in any way.
   • Errors making the request (incorrect IMEI number, model, country or network provider).
   • Changes and/or updates on the phone's status 24 hours after the phone check report or information was received.
   • Errors or delays updating the current status of the phone by the network provider or collaborating organization.
   • The customer requests a phone check service which excludes the network provider of the owner of the phone in question.

Refunds will be processed within 2-3 business days.

doctorSIM will issue refunds either to the credit card, bank or PayPal account used in the purchase, or as doctorSIM 'Credits'. Depending on the user's bank situation, refunds may take 48 to 72 hours to be credited.

Refunds in credit will grant the user "Credits" that can be used in future purchases at doctorSIM, thus avoiding transfer and banking fees. Credits granted as a refund do not have an expiration date.

Bank transfer refunds may only be made to accounts held at institutions from Spain or Mexico.

doctorSIM will not issue international transfers, since this payment method is only available in these two countries. If the customer wishes, and accepts the transfer fees, an account from a different country may be selected; however, doctorSIM will only be able to transfer the funds to an account in Spain or Mexico. doctorSIM recommends selecting a different payment method for international transactions: credit card, PayPal, DineroMail etc.

PURCHASING CREDITS

doctorSIM offers a number of ways to purchase credits depending on the country from which the purchase is being made:

• Credit card (VISA and MasterCard)
• PayPal
• Bank deposit or transfer
• Other (DineroMail, etc)

Online payment by credit card is done through the "Secure Socket Layer" security system, which encodes and encrypts your bank details when transmitted over the Internet.

When using PayPal, at the time of choosing this payment method registered customers can select the option of creating a payment agreement between PayPal and doctorSIM, by ticking the "Remember my PayPal details for future purchases" box.

During the validation and authentication process while paying with PayPal, the user must confirm the agreement in order to take advantage of this functionality during subsequent purchases. Registered customers who have confirmed their acceptance of the agreement between PayPal and doctorSIM, can make future purchases without having to enter their PayPal login details.

The payment agreement between PayPal and doctorSIM, has a duration of 365 days from the date of the first purchase, but can be cancelled at any time by logging in to your PayPal account, clicking on 'Profile' near the top of the page, selecting 'My money' and then clicking update in the "My pre-approved payments" section. For safety reasons, and to avoid possible bank fraud, doctorSIM may request additional documentation to process a request if deemed appropriate and only for the purpose of guaranteeing the customer's security.

RESPONSIBILITIES

With IMEI unlocking and phone checks services, doctorSIM merely acts as an intermediary between the code providers and the customer, and is not held responsible for the procedures and methods used by providers for obtaining the codes. Customers are forewarned of this, and we ask that you do not request the service if you are in disagreement.

doctorSIM will not be held responsible for the legal consequences which may result from the unlocking of phones for third parties (included within these third parties, but not limited to, are customer breaches of permanence agreements signed with phone manufacturers and network providers).

In compliance with Article 11 and 22.2 of the Organic Law on Data Protection 15/1999, doctorSIM may pass information onto members of the police force including, but not limited to: IMEI number, e-mail and IP address from which the request originated. This information will be stored in specific files for further use in order to help dissuade criminal offenses such as theft or the fraudulent use of a credit card.

The information on the status of a phone (blacklisted or not blacklisted) is updated daily by the GSM Association, of which practically all network providers and mobile virtual network operators (MVNOs) are members. However, there are some network providers that do not inform the GSM Association of blacklisted phones or do so with some delay. For this reason, discrepancies may exist as phones are being added and removed from the list. The customer can double check the status of the phone by contacting their network provider at any time.

The customer, by accepting these Terms and Conditions, agrees not to hold doctorSIM liable as a result of obtaining the unlock codes or phone checks.