Terms and Conditions
Terms of Supply
This document outlines the terms and conditions of business between ‘you’ the customer and ‘MobileCashMate’.
You should read this document carefully prior to completing your on-line transaction, once you have completed the sales transaction, a contract is created and you are agreeing to be bound by these terms and conditions. The contract is formed between ‘you’ and ‘MobileCashMate’.
The term MCM or 'us' or 'we' refers to MobileCashMate who are a division of Greencyc Limited and whose registered office is 87 Bracebridge Street, Newtown, Birmingham, B6 4PJ . The term 'you' refers to the customer/user of MCM's mobile device recycling service. 'Sales transaction' refers to the sale of your mobile device to MCM.
In order to process a sales transaction you must:
• Be a resident in the UK mainland and Northern Ireland
• Have the owner rights to the device that you wish to send to us
• Be at least 18 years of age or have obtained prior permission from parent's / guardians if you are under the age of 18
Upon receipt of your device and at the point of payment being processed to you, the ownership of the device transfers to us and a contract is formed. This contract is binding on both parties as well as on any respective successors and assigns.
MobileCashMate are an on-line trading company and therefore we will communicate with you by email. It is important to check your emails regularly and to ensure that you read and action any requests we send you. A lot of the emails we send out are automatically generated which can quite often go into spam/junk mail so please also check your spam mail. We can not be held responsible for unchecked and unread emails.
You are entitled to change your mind and not proceed with the sales transaction before you post the device to us. There is no cost associated with this. Once you have posted your device to us, you cannot cancel the contract. We will only return your device in the case where we have offered you a re-value price for your device and you subsequently reject the offer. In this instance we will return your device at no cost to you.
For orders with more than 10 devices, we will arrange a free courier collection. Once the order is received, we will individually test each item and provide a breakdown of price for each device and the reason why we have given that valuation. Given the time spent on fully testing and inspecting each item, should you decide to reject the price and ask for the entire batch to be returned, we will ask that you either arrange collection of the order yourself or you make a payment of £15 to cover returns courier cost and administration.
Should we not receive your device within 10 days then the offer price will expire. You can still send your device outside of this time period and you can still use the packaging for the original order (you don't need to sell the device on our website for a 2nd time). At the point of receipt and inspection we will email you a final valuation price based on the current market price and condition of your device. You will have a choice to accept or reject this price.
Posting Your Phone
We provide a free postal service for sending your device to us. This service is a Royal Mail Free Tracked Returns Service, however, it is important to note that this service is only insured up to the value of £50. For devices valued higher than £50 we recommend that you post by an insured service such as Special Delivery. This ensures that your device is insured against loss or damage in the postal system to the value of £500.
The postal service you use is at your discretion but should you choose to use our Tracked Returns Service and the device gets lost or stolen whilst in the care of Royal Mail, we will only provide compensation up to the value of £50. Compensation is provided upon receipt of a proof of posting tracking receipt which you can obtain from your local Royal Mail Posting Office.
We will not be liable for lost or damaged products in the postal system, it is your responsibility to familiarise yourself with the details of insurance levels provided by the Post Office. We can not pay you for devices which we don't receive. We become responsible for your device once received at our premises.
All return packs will be sent with a delivery note attached to the bottom of you letter. The delivery note is used to identify your device to your order and must be completed and put into the parcel you send to us.
The delivery note is Important as this identifys your device and order together. There is also a space for you you to advise us of your passcode to speed up the proccesing of your order.
Any devices received without the deilvery note will not be able to be identified and will be held by us for a period of 90 days. After the device has been held for 90 days without claim it will be destroyed securley and you will no longer be able to have your device processed or returned.
If you have sent your device in without the delivery note by mistake dont worry as you can call with with the tracking number and we will be able to locate your device and attach it to your order.
Processing Your Device
Given the many variations of condition of phones and tablets, it is very difficult to give a ‘one price fits all’ service. We don’t make price promises which can’t be kept, we give an accurate valuation of your device upon receipt and offer you a price which is highly competitive and in a lot of cases is higher than other recyclers.
The website price will be paid for devices in great cosmetic and fully working condition. This means either no marks/scratches etc or minor marks/scratches which don’t affect the recyclable value. Based on the condition of your device, we may send you a revalue offer. This will be done by email so please ensure that you check your emails regularly, including checking junk/spam mail. The offer email will give you two options; to either accept the price or to reject the price and in this case we will send your device back to you completely free of charge. Please be assured that if we can not reasonably justify a reduction in price, we will NOT reduce it. We will offer you a fair and competitive price for your device based on its cosmetic condition and functionality testing.
Upon receipt of your device, we will carry out one of the following:
(1) we will test the device and process it at the full order confirmation price. In this case no final email will be sent with an option to accept or reject the price. The full website price is automatically paid.
(2) based on the condition and market value of your device, we will send you an email confirming the final price we can pay for your device. You will have the choice to either accept or reject this price.
APPLE products - Please note that the network you select when selling your phone on our website affects the price we pay. If you choose the incorrect network, you may be offered a lower value. Please note that we are unable to return devices to customers using our free returns service where the incorrect network has been selected. Please double check your network prior to sending your device.
The following list, whilst not exhaustive, aims to provide a guide on the reasons why we would offer a re-value price:
• Details of device sold on our website do not match the device received
• Device received outside of the 10 day period
• No battery or back cover or missing parts / screws
• Evidence of the device having had an attempted repair by an unauthorised service centre and / or has non genuine parts fitted to it
• Device is crushed, not in one piece or dismantled. All main components should be attached to the board.
• Not be damaged by or contaminated with water
• No IMEI or IMEI label
• Not a UK specification device and is locked to a foreign network
• Does not turn on and off and does not fully work / is faulty
• Device has scuffs, knocks, cracks, dents, chips, scratches to outer casings/cosmetics/device body and battery/back cover
• Scratches or marks on screen - please note that screen protectors will be removed in order to fully inspect the screen
• Screen has blemishes, bruises or missing pixels when turned on
• Evidence of liquid ingress
• Password / security locked and devices activated to customer iCloud account
If your device is eligible for the full website price, we will not send out an email giving a choice to accept or reject the price. The full price will be automatically paid and the transaction can not be cancelled.
Where a re-value price is offered, we will send you an email confirming the final price we are able to offer before the phone is processed for recycling. This email gives two options (1) to accept the final price or (2) to reject the final price and to have your device returned to you. You will need to choose an option by clicking on the relevant 'accept' or 'reject' link. Please take care when clicking on your chosen link as once we have processed your device for payment (where the accept link has been clicked), we can not return your device back to you. Please also ensure that you only click one of the links, where the links have been clicked more than once we will process the device in accordance with the last link clicked, for example, if you click the reject link and immediately after click the accept link, we will process your device as accepted and payment will be made; and vice versa.
Automatic Acceptance of Final Price
Please note that it is our aim to be as fair as we possibly can be to our customers and to allow them the opportunity to consider the price we have provided. We don't want to automatically accept a valuation price, we do not want unhappy customers, however, we would kindly request that customers respond to our emails in order to avoid disappointment. We will email you numerous times whilst your device is in our care so please ensure that you check your emails regularly including your junk/spam mail and reply as soon as possible in order to avoid delays.
Our payment methods are bank transfer and cheque. We can change your payment method providing that payment hasn't already been raised. Once payment has been raised, we will be unable to change the payment method.
Payment will only be made to the person who made the transaction on our website. We make same day faster transactions and where your order has been processed before 2pm Monday to Friday, the funds will be in your bank account by midnight on that same day. Where orders have completed after 2pm, the funds will show in bank accounts the following working day.
We can not be held responsible for incorrectly entered bank details and in this case, it can take up to 2 weeks for the funds to be returned to our account to enable us to re-issue the funds. Please note that there is a risk that funds cannot be recovered at all and we can not take responsibility for this.
Cheques are printed electronically in the exact name as entered onto the sales transaction so it is important that you enter your name correctly.
A £10 charge applies to have a cheque re-issued due to incorrect name details provided, change of address and lost cheques.
We cannot be held liable for the safety, security and confidentiality of personal data. It is your responsibility to transfer and delete any data from your device prior to sending to us.
There is a data delete tool on our website so please use this to ensure the safe deletion of your personal information. Should you not be able to find the model of your phone in the data delete tool, please email email@example.com and we will email you the instructions.
Upon receipt of your device, if you have not already reset it, it will be done so here in order to protect your personal information. We advise that you reset the device yourself prior to sending to us as we can not be held responsible for any errors and/or faults which occur on the device during the resetting process. Please also note that if you decide that you don't want to accept our final valuation price and have your device returned, all data previously on the device would have been removed.
Accessories, SIM & Data Cards
The price offered is for your device and battery and therefore you do not need to send any other accessories. We will accept accessories such as chargers, boxes, manuals etc for recycling but submitting accessories will not increase the price offered.
We will not accept responsibility or liability for loss, damage or misuse of:
• SIM cards and any information on them - remove and retain your SIM card prior to posting your device to us, we will not accept responsibility or liability for SIM cards and if received, will be disposed of.
• Data and memory cards and any information contained on them. We will destroy and dispose of any data/memory cards received.
In order to receive payment for additional devices, you must include all devices on the sales transaction. Any devices received which have not been sold on our website and do not have an order reference number attached to it will be submitted for recycling with no payment being made to you.
Devices with Passwords & iCloud Issues
Please remove the password from your device and / or deactivate the device from iCloud prior to sending it to us. Devices received with passwords and locked to iCloud accounts will be valued at a non working price, you should be aware that they are also exempt from our free returns service.
We use the CheckMEND crime protection database for due diligence checks and to ascertain the legal ownership of the device. We are unable to process devices which do not pass our due diligence requirements, this may be because the device has a report against it that it is not in the possession of the legal owner.
Upon receipt of your device, we will check the IMEI against the CheckMEND database and in the case of a device failing the CheckMEND test, we will email you in order to give you the opportunity to contact CheckMEND to discuss your options.
We will not pay for devices that fail a CheckMEND test and we are legally obliged to retain the device. We will hold a device failing a CheckMEND test for 30 days and after this period, if the device still fails the CheckMEND test, we will dispose of it in line with our legal obligations.
In the case of a device being reported to CheckMEND as network blocked AFTER your device has been recycled and we have made payment to you, we will report it to the Police and start proceedings to recover the monies paid to you.
Fake and counterfeit devices are manufactured to resemble devices made by another company which is a breach of Copyright. We do not accept fake or counterfeit devices for recycling for cash. Fake/counterfeit devices will not be returned in accordance with industry Copyright practice and standards. They will be disposed of with no payment due.
Once you have accepted our offer, whether a full price offer or a re-value offer, we will be unable to return your mobile device back to you. We will only return your device where a re-value offer has been made and we have received notification from you that you are rejecting the offer and that you wish to receive the device back.
We can not guarantee sending back of accessories with your device so to avoid disappointment please do not send them. Should you receive your device back without the accessories or original device box, we will endeavour to find and return the original items, however, we may use replacement items if the items have been recycled.
Devices are returned by a Royal Mail signed for method and will require a signature upon delivery. If you are not home to sign for the parcel, Royal Mail will leave a card, in this case please ensure that you collect your device from the Royal Mail office as detailed on the card. If you don't collect the parcel within a specified time as explained on the card, it will be sent back to us. In this case, you will need to contact us to make arrangements for a second delivery attempt. In this case we will apply a charge of £5 to return on a 2nd occasion. Please ensure that you input your address details correctly when selling your device on our website. Should we return a device back to you and the address details are incorrect, we will apply an administration fee of £5 to send it back on a second occasion.
All returns are posted via Royal Mail 2nd Class Signed for. However, it is important to note that this service is only insured up to the value of £50. For devices valued higher than £50 we recommend that you contact us to arrange an altenative insured service such as Special Delivery. This ensures that your device is insured against loss or damage in the postal system to the value of £500. To use this service there will be an additional charge of £10
In the case of devices being lost or damaged in the post during return of device to you, we will make an insurance claim with Royal Mail. We will only be able to make a claim for the current market value of the device and will only provide compensation as per our valuation of the device prior to sending the device back to you.
FREE Returns Exemptions
Devices sold on our website as the wrong model or as the wrong network (Apple products only) will be exempt from the free returns service. It is the customers' responsibility to ensure that the correct information is selected at the point of sale and therefore if the device received does not match the sales order i.e. is a different model or is not the correctly selected network [Apple products] we reserve the right to apply a returns postal charge to send these items back to you. The charge is £5, you should contact us on 0121 325 8504 to arrange payment of the £5 before your device is sent back to you.
In order to try and make the recycling process as fast and efficient as possible, we try to provide as much advice and information as we can. This includes asking customers to deactivate devices from their iCloud account and removing passwords. If we are unable to test a device because it is either locked to iCloud or has a password preventing us from accessing the phone and you subsequently ask for the device to be returned to you because you can't remove iCloud or the password for whatever reason, we reserve the right to apply a returns postal charge to send the item back to you. The charge is £5, you should contact us on 121 325 8504 to arrange payment of the £5 before your device is sent back to you.
If your device is not in one piece or has parts missing from it, it may not have any recycleable value. In this case we will email you to let you know but unfortunately if you decide not to go ahead with recycling the device a charge of £5 will apply to have the phone sent back to you.
Bulk orders with 10 or more devices are also exempt from our free returns service.
Any device asked to be returned before receiving a valuation will be exempt for the free returns and will incur a returns charge of £5
Caring for the Environment
Recycling of mobile devices and accessories is one of the biggest challenges for all companies that have a responsibility for the environment. The European Union Waste from Electrical and Electronic Equipment (WEEE) directive became law in January 2007. The directive contains very strong provisions to encourage companies to recycle and re-use materials, and to ensure the controlled disposal of materials which cannot be recycled.
We are committed to working in line with internationally recognised standards of environmental management systems. To this end we hold the following accreditations, memberships and licenses:
• Chartered Institution of Waste Management
• The Environment Agency
• Environmental Standard ISO 14001
• Waste Management and Waste Transfer License
All working procedures and systems are regularly subjected to internal and external audits to ensure full compliance with appropriate environmental legislation, recognised standards and client requirements.
As an online trading company, we will send you progress updates and other relevant information by email. We therefore strongly advise that you check your emails on a regular basis and please also remember to check your junk mail. We cannot be responsible for emails not received/unread by you or where an incorrect email address has been supplied. We will not be responsible or liable where circumstances outside of our control cause us to breach any of our obligations to you.
We will not accept devices for recycling from customers outside of UK mainland and Northern Ireland. In the case of receiving a device from a customer outside of these areas, we will recycle the device with no payment due to the customer. Devices will only be returned to the customer where the customer pays for the return postage.
We reserve the right to vary and amend our terms and conditions from time to time.
We test using a extensive checklist which includes strict checks of the IMEI (against the CheckMend database), case condition, screen condition, buttons, switches, headphone ports, earpiece, speakers, microphones, touch screen, LCD, WiFi connectivity, camera, SIM detection and network connectivity, power port, battery, accelerometer and appropriate software detection. All tests are visual we never take the device apart and never use tools in the inspection process.
This is a guide only and does not include an extensive list of all defects that will incure your device to be downgraded
Grade A (0% Deduction)
- Cosmetically the device won’t show any signs of use visable at an arms lenth.
- There won’t be any scratches, cracks or scuffs to the screen or casing visable at an arms lenth.
- It has been fully tested and is in full working order
Grade B (15% Deduction)
- Cosmetically the device will show signs of use
- Including some minor scratches to the screen and casing or equivalent.
- It has been fully tested and is in full working order
Grade C (25% Deduction)
- Cosmetically the device will show signs of use
- Including some scratches and scuffs to the screen and casing.
- It won’t have cracks on the screen or casing.
- The device can include missing port covers and non original back covers as long as the device is in the condition previously descibed.
Grade D (25% Deduction minus the cost of any unusable parts)
- Cosmetically the device will show extensive signs of use, including dents, gouges and chips
- Suffers from screen damage to include
- Deep scrathes
- Lifted Screens
- Screen Burn
- Devices that are missing the liquid indicators,sim trays, screws
- Devices that were not made for the uk market
- Devices fitted with non manufacturer parts
- Devices that have damage that occurs in two or more of the above categories
Quarantine (100% Deduction)
Devices will be checked against ChecMend the follwing resukts will render your device in quarantine
- Currently Blocked
- Subject to an insurance claim
- Possible Counterfit
- Possible Clone
- Still on contact
- Subject to an outstanding finance agreement
- These devices will be held for 30 days for the quarantine issue to be resolved. If the issue goes unresolved then the devices can only be retrieved by the Police or the rightfull owner.
We would like to take this opportunity to say a massive THANK YOU to everybody who has recycled (and continues to recycle) their devices with MobileCashMate. We really do appreciate your custom and support....
Colin & The MobileCashMate Team :-)