Last updated 17 September 2026

Customer terms

These terms apply when you use ClearFrank to get a price for a device and sell, trade in or donate it. We've written them in plain English. Please read them before you lock in a deal. Nothing in them affects your legal rights as a consumer.

1. Who we are and what we do

ClearFrank is run by ClearFrank Ltd, a company registered in England and Wales (company number 17360264) at Unit 9 Muirhead Quay, Freshwharf Estate, Barking, Essex, IG11 7BG. You can contact us at [customer contact email].

ClearFrank compares offers for your device from trusted partners: a recycler, retailers, network operators and charities. We check your device with a Phonecheck diagnostic, and pass your order to the partner you choose.

When you accept an offer, your contract to sell the device is with that partner, not with ClearFrank. For a cash sale today that's The Big Phone Store (Euro Communications Distribution Limited, company number 03734130). We'll always name the partner before you confirm. These terms, and any extra terms the partner shows you, apply to that contract. ClearFrank is still responsible to you for running the site and presenting offers properly, as set out in section 10.

2. Can I use ClearFrank?

You can sell a device through ClearFrank if:

• you're 18 or over and live in the country whose prices you're using;
• you own the device outright, or have the owner's permission to sell it;
• it isn't reported lost or stolen, blacklisted, or still being paid for on a finance or contract agreement that stops you selling it; and
• you can remove any account lock (such as Find My / iCloud or Google) before it's checked.

3. The ClearFrank guarantee

What we say, is what we pay. Here's how it works for a cash sale:

1. You run the free Phonecheck test on your phone before you lock in. It records the device's identity (IMEI or serial number) and checks it's working. Your price comes from that test.
2. You lock in your price and we give you a certificate. The price is held for 14 days, and it's guaranteed by ClearFrank.
3. You send your device. When it arrives, the recycler runs the same Phonecheck test.
4. If the second test matches yours, you're paid in full the same working day it arrives, whatever the phone looks like. Scratches, scuffs and normal wear never change your price (see section 4).
5. If the second test finds something different, for example a fault that has developed, you are still paid your full locked price, in one payment from the recycler on the same working day. ClearFrank makes up the difference to the recycler behind the scenes, so it doesn't change what you get or when. You will never be offered a lower price after you post your device.

If your device arrives after the 14 days, you'll be paid the higher of your locked price and the recycler's price on the day it arrives. If the delay was the recycler's or the courier's fault, you'll still get your locked price.

You must run the Phonecheck test to lock in a guaranteed price. Prices shown before the test are estimates.

The one exception is damage caused in the post, which is covered by the insurance on the packaging the recycler sends you — see section 7.

4. Acceptable condition

These never affect your price. You'll be paid in full with:

• scratches, scuffs and marks on the screen, back or frame;
• small dents and wear on the edges or corners;
• any other signs of normal everyday use that don't stop the phone working.

What you confirm before you send it. The Phonecheck test can't see some kinds of damage, so we ask you to confirm your device has none of them. At the moment these are:

• a cracked or chipped screen;
• cracked back glass; and
• liquid damage.

If we add to this list, we'll show you the updated list before you confirm.

What must be true for the sale to go ahead:

• it's the same device you tested (the same IMEI or serial number);
• it isn't reported lost or stolen, blacklisted, or on a finance agreement that stops you selling it; and
• you've removed Find My / iCloud or your Google account, or you do so within 5 working days of being asked.

5. Sending your device

• The recycler will send you a free, tracked and insured way to post your device, within 1 working day of your order.
• Pack it carefully. Before you send it: back up anything you want to keep, sign out of Find My / iCloud or Google, reset the device, and take out your SIM and memory cards. We can't return SIM cards, memory cards, cases or chargers.
• Send only the device you tested.

6. Getting paid

The recycler runs the second test on the same working day your device arrives, and pays you your full locked price that day by bank transfer or PayPal, to the details you gave us. It's a single payment, whatever the second test finds. We'll email you when it's made.

Please double-check your payment details. If a payment goes astray because the details you gave were wrong, we'll help trace it, but we can't guarantee it can be recovered.

7. When a sale can't go ahead

There are no lower offers. A sale only doesn't go ahead in these cases:

• A different device arrives from the one you tested. It's held while we contact you, then returned to you free of charge.
• It's blacklisted, locked or on finance, or you don't remove your account within 5 working days of being asked. It's returned to you free of charge.
• It's reported lost or stolen. It can't be returned, and will be dealt with as the law requires, which may include passing it and your details to the police.
• It arrives with a cracked or chipped screen, cracked back glass or liquid damage. The recycler photographs it when it arrives, and we decide within 1 working day whether it was damaged in the post.
  • Damaged in the post: the packaging the recycler sends you is insured, so this is settled between you and the recycler. They pay you the Not working price that day and claim on the insurance for the rest, then pay you the difference up to your locked price within 5 working days of the claim being settled. They'll keep you updated at least every 10 working days, and we'll give them your certificate and test result to support the claim.
  • Not damaged in the post: the device didn't match what you confirmed, so it's returned to you free of charge and you're welcome to get a new price for it as it is.

Returns are free, tracked and insured, and sent within 3 working days.

8. Changing your mind

You can cancel an order at any time before you send your device, free of charge, by contacting us with your reference. Once you've been paid, the sale is final.

9. Other options: store credit, bill credit and donating

• Store credit: the retailer's credit is spent in their stores, under their terms, which we'll show you before you confirm. The retailer checks the device when you hand it in.
• Bill credit: your network applies the credit to your bill in monthly amounts, under their terms. We'll show you the monthly amount, the number of months and the network's terms before you confirm.
• Donating: you're giving the full value of your device to the named charity and won't receive any payment yourself. If you make a Gift Aid declaration, you must be a UK taxpayer, and if you pay less Income Tax or Capital Gains Tax in the tax year than the Gift Aid claimed on all your donations, you're responsible for paying the difference.

The price lock and payment times in sections 3 and 6 apply to cash sales to our recycler. Each retailer, network and charity's own timings will be shown before you confirm.

10. Our responsibility to you

We'll run ClearFrank with reasonable care and skill, and show you each partner's offer accurately. If an offer is shown to you wrongly because of our mistake, you'll still get the offer you accepted.

If a partner doesn't do what it has agreed to, tell us. We'll chase them on your behalf. Our agreement with our recycler partner requires it to meet the commitments in sections 3 to 8, and ClearFrank itself pays any difference owed to you under section 3.

We're responsible for loss or damage you suffer that's a foreseeable result of us breaking these terms or failing to use reasonable care and skill. We're not responsible for loss that isn't foreseeable, or for losses to a business. We don't exclude or limit our liability where it would be unlawful to do so, including for death or personal injury caused by negligence, or for fraud.

We aren't responsible for any data left on your device. Please remove it before sending, as set out in section 5.

11. Your personal information

Our privacy notice explains what we collect, how we use it, and how your details are shared with the partner you choose so they can complete your deal.

12. Problems and complaints

If something's gone wrong, email [customer contact email] with your order reference. We aim to reply within 2 working days and to resolve complaints within 14 days.

13. Other important terms

• We may update these terms. The terms that apply to your order are the ones in place when you locked in your deal.
• If a court finds part of these terms unlawful, the rest stay in force.
• These terms are governed by the law of England and Wales. You can bring legal proceedings in the courts of England and Wales; if you live in Scotland or Northern Ireland, you can also bring them in your local courts.

See also our privacy notice.