I used the guidance to rate my phone as "good" and got a quote of £139 so I sent it off. The response I got was a video of NOT MY PHONE, a judgement of "damaged" and a revised quote of £10. My phone is a Samsung and the video was of an Apple phone so I immediately emailed them and they said they'd pause the transaction and get me a quote with my actual phone. After 30 days I hadn't heard anything so I emailed them and they replied with a video of my phone showing there are some scratches on the screen (I hadn't noticed them) but they said the original judgement of "damaged" was still justified. I looked up the terms and conditions and having some imperceptible scratches on the screen could demote it to "pretty good" but not damaged. My phone isn't broken it works fine, I just got an upgrade. I queried how they came to this conclusion and they said the original assessment stood because it was in such bad condition - I honestly don't know what phone they were looking at for that assessment but it can't have been my phone. I accepted that it might not be worth the full £139 but I pointed out the original assessment had been done on the wrong phone and asked them to reassess it or send it back to me. They said no to reassessing it and asked me to pay to get it sent back. They quoted the terms and conditions about a fee to return the phone if the quote isn't accepted. So I quoted the part of the terms and conditions where they say they are liable for negligence which is exactly what they've been. They have sent it back to me without a fee. My phone has arrived back way more scratched than it was when I sent it off and I do not recommend anyone using this company at all. I would always take anyone saying their phone was in good condition with a grain of salt, because of course people would want as much as they can get right? In this instance they took a phone that worked fine and matched all the criteria of "pretty good" and tried to get me to accept it was "damaged" and in the process they lost my phone for a month and have returned it in a worse condition than it was sent. Absolutely not worth the time.