Terms of Service

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 doctorSIM’s General Terms & Conditions and as such do not replace or nullify those conditions, but instead complement them.

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.

doctorSIM informs customers of the average and guaranteed delivery times depending on the service requested.

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.

The average and guaranteed delivery times vary between a few minutes to up to 20 business days (weekends and public holidays are not taken into account). Both times are displayed on the screen alongside the price once the customer has completed the online form with the information on their phone and selected the appropriate service.

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.

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 info@doctorsim.com taking into account general delays due to circumstances beyond doctorSIM’s control.

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 info@doctorsim.com 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 doctorSIM’s 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:

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 ‘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.

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:

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:

The website must meet the following criteria:

To claim a refund, please send an e-mail to info@doctorsim.com with the following details:

Special Conditions – 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 info@doctorsim.com if they have any questions:

Refunds - Unlocking services for cell phones and other mobile devices

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

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

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 – 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 doctorSIM’s General Terms & Conditions and as such do not replace or nullify those conditions, but instead complement them.

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, and Confianza Online 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 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.

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 doesn’t work or is not valid due to issues beyond doctorSIM’s control, such as but not limited to:

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 – 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 doctorSIM’s 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 isn’t 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 doesn’t work or is not valid due to issues beyond doctorSIM’s control, such as but not limited to:

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

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

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 - UnlockMySIM Sticker Service

The Special Conditions described below detail the characteristics of the UnlockMySIM Sticker Service for iPhone and other mobile devices provided by doctorSIM to its customers through the www.doctorSIM.com and shop.doctorSIM.com websites. 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.

The UnlockMySIM Sticker Service offered by doctorSIM allows customers to use their iPhone on any compatible network in the world.

Shipment is via DHL's Premium shipping service and the shipping costs vary depending on the destination.

Refunds - UnlockMySIM Sticker Service

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

(ii.) doctorSIM does not guarantee the sticker will work properly on future iOS software versions.

(iii.) doctorSIM will not issue a refund if the UnlockMySIM Sticker doesn't work or is not valid due to issues beyond doctorSIM's control, such as but not limited to:

(iv.) doctorSIM will not issue refunds if the UnlockMySIM Sticker successfully unlocks the iPhone but:

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

doctorSIM will issue refunds either to the credit card, bank or PayPal account used for 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.