Refund policy

CHANGES AND REFUNDS

If you need to cancel a purchase, change your eSIM, or report a problem, here we explain how we review each case and what options may be available.

MOST IMPORTANT

01

Contact us as soon as possible if you have a problem

02

Do not delete an eSIM that is already installed

03

We review the product's technical status

04

We can assess a change, replacement, or refund

The first 72 hours are covered by commercial protection. This period does not limit any rights you may have under applicable law.

01

Before requesting a change or refund

eSIMs are digital products with specific conditions.

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

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 on the product's specific conditions.

Always review your product

The specific conditions for each eSIM appear in its description and, where applicable, in the delivery email.

02

eSIMs issued by operators

Some lines are generated specifically for your order.

eSIMs issued by operators may become associated with a specific line, plan, or profile once processed.

When an eSIM has already been generated, delivered, installed, activated, or used, there may be a technical limitation on canceling, modifying, or reusing it.

In these cases, we will review the operator's conditions and the circumstances of your request to determine the available options, without limiting any rights you may have under applicable law.

03

If your eSIM has a problem

First, we want to help you restore your connection.

If you experience a failure during the installation, activation, or use of your eSIM, we can review the case before determining the appropriate solution.

✓ Device compatibility and unlocking.

✓ Installation and activation status.

✓ Destination and compatible networks.

✓ Mobile data and roaming settings.

✓ Use of the included package or services.

✓ Possible operator or provider issues.

Do not delete your eSIM

Some QR codes are for one-time use only. If the eSIM is already installed and has a problem, contact support first before deleting the profile.

04

What solution can we offer?

Each case is reviewed according to its circumstances.

After reviewing your case, and when appropriate, we can assess different alternatives.

Replacement

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

Change

An alternative compatible with your trip or device. If there is a price difference, we will inform you beforehand.

Refund

When appropriate based on the circumstances, this policy, and applicable law.

05

Did you choose the wrong eSIM?

Contact us before installing or using it.

If you accidentally selected a different destination, region, operator, duration, or package, contact us as soon as possible.

If the product can still be modified or replaced, we will review the available alternatives. This will depend on the status of the eSIM and the applicable terms.

The sooner you contact us, the better

If you have not yet installed or used the eSIM, we can normally review more alternatives.

06

Cases that may limit a change or refund

The use and status of the eSIM may affect the available options.

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

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

• The device is not eSIM-compatible, is locked to an operator, or does not meet the product requirements.

• The product was purchased for a different destination, region, or operator 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.

These terms do not limit the non-waivable rights of consumers under applicable Mexican law.
07

Protection during the first 72 hours

It is best to report any issue as soon as possible.

Protected purchase during the first 72 hours

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

This period corresponds to our commercial protection and does not replace, reduce, or limit any deadlines or rights that may apply to you under applicable law.

08

When a refund applies

We will inform you how it will be carried out.

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

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

Shop with confidence. Travel worry-free.

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

No provision is intended to exclude, restrict, or waive any rights granted to consumers under applicable Mexican law.

More eSIMs, more destinations

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