Refund policy

CHANGES AND REFUNDS

Buy with clarity and peace of mind

We want you to know what happens if you need to cancel a purchase, change your eSIM or report a problem. Here you will find our terms and conditions clearly and without fine print.

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Your purchase is protected

If you have any issue with your eSIM, contact us as soon as possible. We will review your case and, where appropriate, may provide a solution, replacement, or refund in accordance with these policies and applicable law.

01

Before requesting a change or refund

eSIMs are digital products with specific terms and conditions.

Some eSIMs are generated specifically for each order and may include a one-time-use QR code, a mobile line, a number phone line or a package associated with an operator.

For this reason, the possibility of canceling, replacing, or refunding an eSIM may depend on whether it has already been generated, delivered, installed, activated or used, as well as the specific conditions of the product and the corresponding operator’s terms and conditions.

Important

The specific terms and conditions for each eSIM are shown in its description and, where applicable, in the delivery email. We recommend reviewing them before making your purchase.

02

eSIMs issued by operators

Some lines are generated specifically for your order.

eSIMs issued by operators, including products for Mexico, the United States, Spain, or other markets may remain associated with a specific line, plan, or profile once processed.

When an eSIM has already been generated, delivered, installed, activated or used, it may technically be unable to be canceled, modified, or reused.

In these cases, we will review the circumstances of the request and the corresponding operator’s terms and conditions to determine las opciones disponibles, sin perjuicio de los derechos that apply to the consumer under applicable law applicable.

03

If your eSIM has a problem

We want to help you restore your connection first.

If you experience a failure during installation or activation, or use of your eSIM, our team can review the case before to determine the corresponding solution.

The review may include:

✓ Compatibility and unlocking of your device.

✓ eSIM installation and activation status.

✓ Destination and networks compatible with the product.

✓ Mobile data and roaming settings.

✓ Use of the package, data, calls, or included services.

✓ Possible issues attributable to the operator or service.

Do not delete your eSIM if it has a problem.

Some QR codes are for one-time use. Deleting the profile may prevent its reinstallation. Contact our team first so so that we can advise you.

04

What solution can we offer?

Each case is reviewed according to its circumstances.

After reviewing the case and where appropriate, the solution may include:

Replacement

Replacement of the eSIM with the same or an equivalent option, when technically possible and appropriate.

Change

An alternative compatible with your trip or device. If it has a higher price, we can inform you in advance any applicable difference.

Refund

When appropriate based on the circumstances of the case, these policies, and applicable law.

05

Did you choose the wrong eSIM?

Contact us before installing or using it.

If you selected the wrong destination, region, operator, duration or package different from what you needed, contact us as soon as possible.

If the eSIM can still be modified or replaced, we will review the available alternatives. The possibility of making the change will depend on the condition of the product and the applicable conditions for the selected eSIM.

The sooner you contact us, the more options we can review.
06

Cases that may limit a change or refund

Some situations depend on the use and condition of the eSIM.

Subject to any rights applicable under the law where applicable, a change or refund may not be possible when:

• The eSIM or included services have already been used partially or fully.

• The device is not compatible with eSIM, is locked by an operator or does not meet the requirements specified for the product.

• The product was purchased for a country, region, or operator different from what was required and can no longer be modified.

• The eSIM was deleted after installation and the QR code does not allow a new installation.

• The issue results from settings, restrictions, or circumstances unrelated to the contracted service and there is no a failure attributable to the product or provider.

These terms do not limit non-waivable rights to which consumers are entitled under applicable Mexican law.

07

When should you contact us?

It is best to do so as soon as you notice the problem.

Purchase protection during the first 72 hours

To provide you with faster assistance, we recommend reporting any issue within the first 72 hours following delivery.

This period corresponds to our commercial protection and does not replace, reduce, or limit the periods or rights that may be available to you under applicable law.

08

When a refund applies

We will clearly inform you how it will be processed.

If, after the review, it is determined that a refund is applicable, If a refund is determined to apply after the review, it will be processed in accordance with applicable law and the corresponding payment method.

The time it takes for the amount to appear may vary depending on the bank, financial institution, or payment method used.

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DO YOU NEED HELP?

Tell us what happened

Lia is available 24/7 in the chat “Need help?” for guidance with your eSIM or order.

You can also write to us via WhatsApp at +52 449 357 3997 or reply directly to the delivery or order confirmation email.

If you prefer, write to us at hola@telefoniamx.com.

TRANSPARENCY TELEFONÍA_MX

No fine print

This policy establishes our general terms for changes, cancellations, and refunds. The features and the specific terms of each eSIM also form part of the information applicable to your purchase.

Telefonía_MX may update this policy when necessary due to legal, technical, or operational changes. The modifications will not retroactively affect the rights acquired by consumers.

No provision of this policy is intended to exclude, restrict or waive any rights to which consumers are entitled under the Federal Consumer Protection Law and other applicable provisions applicable in Mexico.

Buy with confidence. Travel worry-free.

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