Acceptable Use Policy
This policy sets out what may not be done with the Device Locker and the Platform. It forms an integral part of the Terms of Use and applies equally to shops, dealers and their staff.
Remotely disabling a phone is a serious intrusion into a person's life — their work, their family and their emergency contacts are all on that phone. This capability is granted for one reason only: the customer has voluntarily agreed to purchase the phone on installments and an installment has fallen overdue. Any use of it for any other reason is a breach of this policy.
1. Consent — No Exceptions
- Control software may not be installed on any phone without the customer's written consent.
- The “Device Lock and Data Consent” section of the installment agreement we provide may not be deleted, concealed or altered.
- Before consent is obtained, it must be read out to the customer — in particular, when the lock will apply, how it will be released and what data is transmitted.
- A copy of the signed agreement must be given to the customer.
2. The Only Purposes for Which the Lock May Be Used
- An installment remaining overdue after the grace period stated in the agreement has expired.
- At the customer's own request in the event of theft or loss of the phone.
- Security reasons described in the agreement (for example, an attempt to disable the software, or a SIM change).
3. Strictly Prohibited
- Installing the agent on any phone without consent — including one's own phone, a staff member's, a relative's or a gifted phone.
- Using the lock to recover any dues other than installments, in a personal dispute, or to apply pressure.
- Keeping a phone locked, or delaying its unlock, after the dues have been paid.
- Failing to remove the software within 7 working days after the full price has been paid.
- Obstructing the ability to call emergency services (999).
- Using the customer's location or other data for any purpose other than installment recovery — in particular, family or personal surveillance.
- Giving, selling or disclosing the customer's data, NID or photograph to a third party.
- Remotely erasing the phone's data (remote wipe) without the customer's written request.
- Recovering dues by threatening, intimidating or harassing the customer or their family.
- Making exaggerated promises about the lock's capabilities (“no one will ever be able to unlock it”).
- Using the Platform for IMEI alteration or for dealing in illegal or stolen phones.
- Modifying our apps or distributing them outside official channels.
4. Minimum Standards of Conduct Towards Customers
- The customer must be notified by text message at least 24 hours before a lock.
- The shop's name and contact number must remain visible on the lock screen.
- The phone must be unlocked within 24 hours of receiving payment in cash.
- Customer complaints must be resolved within 7 working days.
5. Additional Responsibilities of Dealers
- Open an account only after verifying the identity of each shop (trade licence, NID, address).
- Have the shop sign the Sub-Agreement before the locker is activated.
- Train the shop in correct use and in the procedure for obtaining consent.
- Notify us within 24 hours of learning of any breach of this policy.
6. Consequences of Breach
| Stage | Action |
|---|---|
| First/minor breach | Written warning and a deadline for correction |
| Repetition | Suspension of new credit allocation |
| Serious breach | Deactivation of the shop account |
| Locking without consent, harassment, sale of data | Immediate shutdown, termination of the dealer agreement and claim for damages |
In serious cases we shall be obliged to inform law enforcement agencies, together with the necessary information.
7. Where to Report
If you learn that any shop or dealer is breaching this policy — whether you are a customer, a member of shop staff or any other person — please inform us.
Email: support@phonesellpro.com
The complainant's identity will be kept confidential.