The Legal Notice and Terms of Use described below detail the characteristics of the services provided by doctorSIM to its customers through the www.doctorSIM.com website. These conditions must be accepted along with doctorSIMÆs General Terms & Conditions and as such do not replace or nullify those conditions, but instead complement them.

• Unlocking services for cell phones and other mobile devices.
• IMEI check services for cell phones and other mobile devices.
• Original operator check service for cell phones and other mobile devices.
• Identify model, make and alias service for cell phones and other mobile devices.
• Locked/Unlocked and iCloud Activation Status checks for iPhone.
• Top-up services for cell phones and other mobile devices.

doctorSIM recommends reading the Legal Notice and Terms of Use carefully prior to purchasing any of the services.

Requests

Services will only be processed after payment has been made. Once payment has been completed, the customer will receive a confirmation message at the e-mail address indicated on the request form.

doctorSIM reserves the right to refuse to process a request at any time if there is any suspicion of illegal or fraudulent activities involved.

Processing and delivery times; average and guaranteed.

Delivery times vary depending on the service purchased. doctorSIM will not be held responsible for delays caused by external suppliers but will make every effort to deliver the service with the utmost diligence and in the shortest time possible.

The average delivery time specifies the average time it took to deliver the previous requests of the selected service and does not guarantee delivery within that period.

The guaranteed delivery time is the maximum delivery time of the chosen service.

doctorSIM will issue a full refund if the guaranteed delivery time is exceeded. The customer must request the refund by sending an e-mail to [email protected] taking into account general delays due to circumstances beyond doctorSIMÆs control.

Delivery times are indicated in business hours/days from Monday to Friday. Weekends and public holidays are not taken into account.

Delivery times with a guaranteed delivery time of greater than 24 business hours will start the first business day after the request has been submitted.

Business hours and delays

The business hours to which the delivery times refer are between 10 am and 10 pm (GMT +1, GMT +2 during summer time), from Monday to Friday excluding public holidays.

Occasionally, a service may be delayed due to circumstances beyond doctorSIM's control. This means the service will not be completed within the guaranteed delivery time.

In these situations, doctorSIM will send the customer an e-mail with information on the delay, a new delivery time and be given 24 hours from receipt of the e-mail to cancel the request if they no longer wish to continue waiting.

If a reply from the customer is not received within 24 hours, doctorSIM will reprocess the request automatically with the intention of completing the request as soon as possible within the new time frame. The request cannot be canceled once reprocessed.

If the delay means there is no definite delivery date, doctorSIM will inform the customer giving them the option to cancel the request and receive a full refund. If the customer prefers to wait, doctorSIM will inform them of the new delivery date as soon as it becomes available.

Canceling the request

As per article 103 of the Royal Legislative Decree 1/2007 of 16 November of the amended Consumers and Users Protection Act, you have the right to cancel your request within 14 days, for any reason and with no justification, provided the request has not been processed or fully completed.

For unlocking requests, doctorSIM allows the customer to cancel the request and receive a full refund by answering the confirmation e-mail, or by sending an e-mail directly to [email protected] using the same e-mail account used to submit the request, during a 10-minute window immediately after submitting the request.

After 10 minutes, our system will automatically process the request making cancellations and refunds no longer possible.

Prices and payment methods

The prices for the services offered will be duly indicated on the website and displayed in the currency selected by the customer and may vary depending on the currency chosen.

Prices and offers may vary based on doctorSIMÆs discretion and are only guaranteed when the request has been confirmed.

doctorSIM supports over 30 payment methods depending on the country/region and the preferred currency:

• Credit card (Visa and Mastercard)
• PayPal
• Apple Pay
• Cryptocurrency (Bitcoin BTC; Bitcoin Cash BCH; Ethereum ETH; Litecoin LTC)
• Bank transfer or deposit
• Cash at local stores
• Direct Carrier Billing
• Others (DineroMail etc.)

Online credit card payments are performed over Secure Socket Layer (SSL) which encodes and encrypts your credit card details.

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 into your PayPal account, clicking on æProfileÆ near the top of the page, selecting æMy moneyÆ 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 customerÆs security.

Additional payment

If the customer prefers, doctorSIM can provide an alternative form of refund known as "Additional Payment". The objective is to offer a superior service in terms of cost, delivery time and success rate, with the customer only having to pay the difference between the first payment and the cost of the new service.

If preferred, the customer should select the "Additional Payment" option, however, prior to making this payment the customer may choose between a full refund or reimbursement in doctorSIM Credits.

Once the "Additional Payment" option has been selected, the customer will be able to verify the conditions of the new service offered and the amount to be paid, the difference between his first payment and the cost of the new service.

The doctorSIM Legal Notice and Terms of Use apply to all "Additional Payment" requests.

doctorSIM Credits

doctorSIM offers customers a loyalty program in the form of doctorSIM "Credits".
Customers will be able to receive "Credits" upon signing up, placing a request, recommending services, and taking part in contests and promotions held by doctorSIM:

The program conditions are as follows:

• "Credits" are to be redeemed upon purchasing services from doctorSIM.
• Each "Credit" is equivalent to 1 euro or the corresponding exchange value in other currencies.
• "Credits" may only be used to purchase services offered by doctorSIM.
• Purchases of doctorSIM services that are paid for partially or totally with "Credits" will not issue additional "Credits".
• "Credits" have a validity of three months after the date of issue.
• "Credits" that originate from refunds, also known as "Refund Credits", WILL NOT EXPIRE

doctorSIM withholds the right to single-handedly cancel any requests deemed to be using "Credits" without respecting the program's conditions, and not return the available credits to the user's account.

Best Price Guarantee

If you find a website with better prices within the first 24 hours of your purchase, doctorSIM will refund the difference in credits (1 credit = 1 euro).

Refund conditions:

• Prices must include additional taxes and fees involved in the transaction.
• Prices should be accessible to any user. Discounted prices and special offers will not be taken into account.
• Only full payments will be eligible for a refund.

The website must meet the following criteria:

• Must be backed by a real company, listed in an official registry.
• Comply with all legal and fiscal obligations in accordance with current regulations (including without limitation, Privacy, Data Protection Act, and Taxes etc.).
• Issue invoices to customers.
• Offer a comparable service, customer support, telephone service, payment methods, and delivery times.
• The site must have been updated in the last six months.

To claim a refund, please send an e-mail to [email protected] with the following details:

• Website URL.
• Screenshot of the checkout page displaying price, date, and time.
• Company name and TAX number.
• Your doctorSIM request ID.

Special Conditions û Unlocking services for cell phones and other mobile devices

Definition - Unlocking services for cell phones and other mobile devices

The unlocking services for cell phones and other devices are offered by doctorSIM to its customers as an intermediary between a number of specialized providers and the end customer.

The request will be submitted and the payment processed through the www.doctorSIM.com website and then doctorSIM will send the unlock code and/or unlocking instructions to the customer by email.

Checks and requirements - Unlocking services for cell phones and other mobile devices

doctorSIM requires that customers carry out the following checks before placing an unlocking request and to contact customer support at [email protected] if they have any questions:

• Verify the original operator of the phone. This is the network provider the phone is locked to and the network the customer must select when submitting their request and never the network to which they are switching.
• Make sure the phone has not run out of unlocking attempts. Otherwise, the phone will be hard locked and it will not be possible to unlock by IMEI. doctorSIM does not issue refunds for phones that have exhausted their unlocking attempts.
• Check the phone is not blacklisted by the network provider to which the phone is locked as a result of theft, loss or an unpaid bill. If this is the case, we will be able to unlock the phone, however, the phone will not work as normal until it has been removed from the blacklist. doctorSIM does not issue refunds for blacklisted phones.
• It is the responsibility of the customer to check whether their phone is already unlocked prior to submitting a request. Refunds are not issued for phones that are already unlocked.
• Make sure the phone prompts for the unlock code or can be unlocked by IMEI.
• Make sure the phone has always had original software. The unlocking is only guaranteed to work with the original manufacturer and provider software. Customers may contact the doctorSIM customer support team if they have any doubts regarding this issue.
• Make sure Apple iPhones are not locked by iCloud passwords under 'Find my iPhone' protection. If the case, unlocking and refund will not be possible. If the customer has forgotten the password or cannot log into the phone, it is recommended they contact Apple or the original vendor.
• Have access to all the necessary phone passwords required such as PIN, PUK, unlocking pattern, or Vodafone Protect key. Unlocking will not be possible if the customer does not know the access passwords. Refunds will not be issued under these circumstances as it is the user's responsibility to know this information. doctorSIM commits to help and resolve any doubts or issues once the customer recovers the lost password(s).
• In some cases, which will be explained to the customer, a SIM card from a network provider other than the original will be necessary to complete the unlocking process.
• In other cases, like unlocking an iPhone, it is necessary to connect to iTunes to complete the unlocking process.

Refunds - Unlocking services for cell phones and other mobile devices

(i.) doctorSIM will refund your request in the following cases:

• a.) The unlock code does not exist:

If the unlock code for your phone is not available and none of the cases detailed in section ii (subsections a, b, c, and d) apply, doctorSIM will refund your request.

• b.) Incorrect unlock code and/or instructions:

Video proof will be required if the unlocking does not work. The customer must send an uncut video dialing *#06# to display the IMEI on the phone and typing the unlock code provided by doctorSIM. The video must be detailed enough to show the keys, display screen texts clearly and should show the phone at all times.

• c.) The video helps doctorSIM detect errors during the unlocking process:

In these cases, doctorSIM will contact the customer via e-mail to solve the problem. Otherwise, if the unlock code is incorrect, doctorSIM will request a second code free of charge or issue a refund if none of the cases detailed in section ii (subsections a, b, c, and d) apply.

(ii.) doctorSIM will not issue refunds in the following cases:

• a.) Blacklisted, phone reported blocked.

These phones will remain inoperable despite any attempt to unlock them. If you have found or bought a phone from a stranger, make sure it has not been blacklisted/reported or blocked before requesting an unlock code. doctorSIM will not issue refunds for such phones.

• b.) Unlocking attempts exhausted.

Some phones have limited unlocking attempts. Once exhausted, unlocking the phone via IMEI will not be possible unless the counter is reset. This reset is not always possible for some phones. We urge our customers to contact doctorSIM before exhausting unlocking attempts in an effort to find alternative solutions. doctorSIM will not issue refunds if the phone has exhausted its unlocking attempts but will attempt to help solve the problem.

• c.) Free/Unlocked phones.

doctorSIM cannot check whether a phone is free or has been previously unlocked. We urge our customers to perform this check before making a request since doctorSIM will not refund requests of free or previously unlocked phones.

• d.) Placing request with wrong information.

Requests with wrong IMEI number, serial number, make, model, provider, e-mail address or service selected (Device Unlock, Premium, Worldwide etc.) will not be refunded. Please check the details of your request before checkout.

• e.) Software and/or hardware modifications.

Any sort of modification to the original software and/or hardware settings of the phone that might interfere with the functioning of the unlock code and/or instructions supplied by doctorSIM.

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 for 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.

Special Conditions û IMEI check services for cell phones and other mobile devices

Definition - IMEI check services for cell phones and other mobile devices

The Special Conditions described below detail the characteristics of the IMEI check services for cell phones and other mobile devices provided by doctorSIM to its customers through the www.doctorSIM.com website. These conditions must be accepted along with doctorSIMÆs General Terms & Conditions and as such do not replace or nullify those conditions, but instead complement them.

• Phone check to see if the 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 the phone.
• Phone check to discover if iPhone is locked or unlocked.
• Phone check to confirm current iCloud Activation Lock status.

The phone check services offered by doctorSIM aim to inform customers that are potentially interested in selling or buying their device, of its current status, and of any possible restrictions imposed by the network provider. This information is obtained thanks to data provided by special service providers, such as International Telephony Associations, mobile and fixed network providers, mobile virtual network operators (MVNOs), phone manufacturers and other organizations. In addition, doctorSIM may include their own data and other information for calculating the probability of the IMEI being blocked, blacklisted or having restrictions. This unique metric is known as the doctorSIM Risk Index.

In all cases, the request and checks made by doctorSIM are completely anonymous.

Some phone check services are free of charge depending on the service selected, the complexity of the check, and the origin and model of the device. Checks with a cost will be processed via the doctorSIM website (www.doctorSIM.com) and performed over Secure Socket Layer (SSL) and fully guaranteed by PCI, VeriSign, McAfee certifications.

doctorSIM will deliver the report or outcome of the service requested by e-mail and/or SMS (text message).

We recommend checking your spam folder if you cannot find the e-mail in your inbox.

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 ownerÆs 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.

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.

Refunds - IMEI check services for cell phones and other mobile devices

(i.) 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).

(ii.) doctorSIM will not issue a refund if the phone check service doesnÆt work or is not valid due to issues beyond doctorSIMÆs control, such as but not limited to:

• a.) The phone is damaged or has been altered in any way.
• b.) Errors making the request (incorrect IMEI number, model, country, network provider or service).
• c.) Changes and/or updates on the phoneÆs status 24 hours after the phone check report or information was received.
• d.) Errors or delays updating the current status of the phone by the network provider or collaborating organization.
• e.) The customer requests a phone check service which excludes the network provider of the owner of the phone in question.

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 between 48 hours and 7 business days to be credited.

Refunds in credit will grant the user "Credits" that can be used for 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, by cash in local stores.

Special Conditions û Top-up services for cell phones and other mobile devices

Definition - Top-up services for cell phones and other mobile devices

The Special Conditions described below detail the characteristics of the top-up services for cell phones and other mobile devices provided by doctorSIM to its customers through the www.doctorSIM.com website. These conditions must be accepted along with doctorSIMÆs General Terms & Conditions and as such do not replace or nullify those conditions, but instead complement them.

The top-up services offered by doctorSIM allow customers to recharge the phone of their choosing or send money anywhere in the world instantly. Topping up online is fast and convenient and only requires the phone number and the amount to be recharged.

The time required to process the top up is short and if the customer has any questions they can contact doctorSIM by any means indicated in our Contact Us section.

Refunds - Top-up services for cell phones and other mobile devices

(i.) doctorSIM is fully committed to meeting the delivery times of the top-up services and guarantees that, on the contrary, will do everything in its power to reduce the delay as much as possible.

(ii.) doctorSIM will issue a full refund if the top isnÆt successful, as long as it is not one of the cases highlighted in points (iii) and (iv).

(iii.) doctorSIM will not issue a refund if the top-up service doesnÆt work or is not valid due to issues beyond doctorSIMÆs control, such as but not limited to:

• a.) The phone is damaged or has been altered in any way.
• b.) Errors making the request (incorrect IMEI number, model, country, network provider or service).
• c.) Phones blacklisted/blocked due to loss, theft or unpaid bill.
• d.) Incorrect phone number. The customer is responsible for typing the correct number of the phone they want to recharge and no refund will be issued once the customer has confirmed the phone number.
• e.) Using illegal payment methods or claiming the payment method used to recharge their phone was stolen from them. We recommend that you contact your local police department to report the incident. doctorSIM may file a complaint or provide information to the relevant authorities if a fraudulent use of its top-up services is detected.

(iv.) doctorSIM will not issue refunds if the top-service is successful but:

• a.) The customer doesnÆt want to use the amount recharged to their phone. doctorSIM will not issue refunds once the customer has confirmed the phone number and amount to be transferred.
• b.) The customer declares they are not responsible for requesting the recharge. doctorSIM will not be held responsible for a possible error on behalf of the customer for presumably requesting a service they do not want. The customer must either accept the top up or contact the local police to file a complaint about the inappropriate use of their bank account or payment method used by a third-party individual or individuals.

(v.) The customer agrees to understand and accept these special conditions and the following stipulation regarding the service:

• a.) Inform doctorSIM if the amount of the recharge is incorrect or if the service received is different to that requested. Accept the change for the correct and requested service, even if the service received in error is of greater value. doctorSIM will exchange the service for the correct service if the error was their fault and with maximum urgency if the incorrect service was of lesser value than the one requested.

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 between 48 hours and 7 business days to be credited.

Refunds in credit will grant the user "Credits" that can be used for 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, by cash in local stores.

Responsibilities

doctorSIM merely acts as an intermediary between a number of specialized providers and the customer. doctorSIM works with many providers including, but not limited to, International Telephony Associations, mobile and fixed network providers, mobile virtual network operators (MVNOs), phone manufacturers and other local and worldwide organizations. doctorSIM is not held responsible for the methods or procedures used by our suppliers. 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 liable for the legal consequences with third parties which may result from using our services (included within these third parties, but not limited to, are customer breaches of fixed-term contracts signed with phone manufacturers and network providers, owner non-compliance if selling the device to a physical or legal entity, and vice versa).

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 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 customer, by accepting these Terms of Use, agrees not to hold doctorSIM liable as a result of how the services are obtained by our providers.

Please read this policy carefully before providing any personal information.

For the purposes of the Organic Law on Data Protection 15/1999 (hereinafter the Act) and its Regulations (Royal Decree 1720/2007, of 21 December, approving the Regulations implementing the Act), doctorSIM informs the User that their personal information, included in the invoice and relevant services record, if any, will be included in a file owned by doctorSIM and will be used by doctorSIM for proper management of the requested services, charges and payments, promoting doctorSIM services and conducting quality audits.

The acceptance of these Terms, provides doctorSIM with consent to process such information for the purposes described above.

It is clearly stated that the User may exercise their legal rights to access, rectify and/or cancel their file at any time by sending an e-mail to: [email protected].

As a result of the services provided by doctorSIM to the User, doctorSIM can access personal information owned by the User, which is subject to the Data Protection Act and its regulations.

Therefore, acceptance of these Terms involves the express consent of the User to allow doctorSIM to use all information provided by the User to doctorSIM in this commercial agreement, being the User the only responsible as owner of the information, thereby forfeiting any claim in this regard. By providing consent, and taking into account other legal obligations that may be necessary in those cases required by the current legislation on data protection and the applicable labour law, to transfer information to doctorSIM to carry out the provision of services under the relevant contract.

Similarly, the acceptance of these Terms implies User consent for doctorSIM to communicate with the User through any means, including electronic (e-mail and phone), advertising, newsletters and commercial information, related to the services contracted.

Additionally, the User agrees to comply with all current legislation on data protection, in particular, the requirements for informed consent established by the Data Protection Act and its implementing regulations, in order to provide the services contracted. The User also agrees not to hold doctorSIM responsible in the case of negative consequences that may arise due to a breach of these Terms by an employee or a User.

To this end, and in accordance with article 12 of the Data Protection Act, doctorSIM explicitly states to undertake the following:

• Use information received from the User with the sole and exclusive purpose of complying with these Terms, following the instructions received from the User at all times. doctorSIM explicitly agrees not to provide any details, other than those agreed upon, and in particular, shall not alter, use for their own business interests or communicate or allow access to them by third parties, even for their safekeeping.


• Exercise the utmost confidentiality and discretion regarding personal information provided by the User with respect to the contracted services, agreeing not to disclose to any third parties any contact details or other information with respect to the User.


• Upon completion of the services agreed, return to the User all documents and files containing contact details, or any other information, on the User. If returning this information is not possible, doctorSIM will proceed to destroy all documentation pertaining to the User.


• Restrict access and use of User's personal details to employees and partners other than those that are absolutely essential, imposing on them the same confidentiality obligations and data use restrictions, stipulated in these Terms.


• Adopt security measures according to the importance of the information being handled by doctorSIM.