Refund policy
Most of our codes are free, so there's nothing to refund. When you do pay us, this page says exactly what happens if things go wrong.
Free codes
A free code costs nothing, so there's no refund to talk about. If a free code doesn't unlock your radio, we check it again for free. Send us the serial and a photo of the label and we'll take another look.
Paid codes
You pay us in two situations. You chose the instant service for a code that would otherwise have been free. Or your radio is a make whose codes we have to buy in. In both cases the price is shown on the page before you pay.
Both are covered by the same promise. If we can't supply a code that unlocks your radio, you get your money back. Every penny.
Cancelling a paid order
Changed your mind? Email [email protected] within 2 hours of paying and before we've sent the code. We'll cancel the order and refund you in full.
Once the code has been sent, the job is done and the order can't be cancelled. The code is the product, and we can't take it back once you've seen it.
If the code is rejected
Sometimes a code doesn't take. It's rare, but it happens. When it does, we need two things from you so we can work out why.
First, a photo of the radio's label with the serial readable. Second, a short video clip of you entering the code and the radio rejecting it. Send both to [email protected] with your order number.
We'll compare the label with what was typed in. If we got it wrong, we send a corrected code. If we can't fix it, we refund you in full. Either way, you don't lose out.
If the serial was typed wrong
The code is worked out from the serial you give us. If a digit was mistyped and we have to run a second decode from the correct serial, that second decode may carry a further charge. We'll always tell you before we charge anything, and it only applies to paid orders where the mistake was in the serial supplied.
How refunds are paid
Refunds go back to the payment method you used. We send them the same working day we agree to refund.
Card refunds through Stripe usually show on your statement in 2 to 5 working days, depending on your bank. PayPal refunds normally land within 24 hours. We can't refund to a different card or account.
Our price promise
If you find the same code, for the same serial, cheaper somewhere else, tell us. We'll refund the difference. The full details are on our price promise page.
Questions
Email [email protected] with your order number. We answer Monday to Friday, 8:30am to 4:30pm London time. Refunds are handled by the same team that decodes the radios, so you won't be passed around.