Amigo Sin Límite eSIM activation for tourists

THESE TERMS APPLY TO ALL INDIVIDUALS WHO PURCHASE AND USE SERVICES OFFERED THROUGH AN eSIM IN PREPAID MODE, INCLUDING THIRD PARTIES WHO USE THE ASSOCIATED SERVICE, WHETHER OR NOT THEY HAVE READ THESE TERMS. YOU AGREE TO BE RESPONSIBLE FOR ANY USE MADE BY YOU OR THIRD PARTIES.

BY PROCEEDING WITH THE PURCHASE, INSTALLATION, OR USE OF THE SERVICE, YOU AGREE TO BE SUBJECT TO THE TERMS AND CONDITIONS SET FORTH IN THE PREPAID CONTRACT OF ADHESION AVAILABLE AT WWW.TELCEL.COM/CPSTELCEL, AS WELL AS THE CURRENT COMMERCIAL OFFER FOR THE AMIGO SIN LÍMITE RATE PLAN. IF YOU DO NOT AGREE WITH ALL THE TERMS AND CONDITIONS OF THE SERVICE, DO NOT PURCHASE THE SERVICE, DO NOT INSTALL THE eSIM ON YOUR DEVICE, AND DO NOT CLICK "ACCEPT."

Purchase of Amigo Sin Límite eSIM for tourists

To purchase an eSIM you must scan the QR code placed in our advertisements or go to https://www.telcel.com/travel-to-mexico/esim-english.

Through Mi eSIM Telcel for tourists portal, Telcel will provide you with available Amigo Sin Límite initial top-ups for line activation and subsequent top-ups. By proceeding with the purchase, you confirm that you have an unlocked device that is compatible with Telcel's network and eSIM Technology. Please check your device's compatibility before purchasing an Amigo Sin Límite eSIM for tourists.

When purchasing an Amigo Sin Límite eSIM for tourists (eSIM plan), you are acquiring an Amigo de Telcel prepaid line activated with the Amigo Sin Límite rate plan. Please review the terms and conditions of the Amigo Sin Límite rate plan at www.telcel.com/amigo.

Once you have purchased an Amigo Sin Límite eSIM for tourists, you have one year from the purchase date to install the eSIM and activate the initial top-up. After this period, services will no longer be available for use.

eSIM Installation and line activation

Install eSIM on your device once you have arrived in Mexico. Activation of initial top-up and beginning of validity period will occur once you have installed the eSIM on your device.

eSIM Installation methods:

a)      Scanning the QR code sent to your purchase email or available in Mi eSIM Telcel portal.

b)      Clicking the direct download button (sent to your purchase email) using your device.

c)       Entering the information manually according to your device's Operating System.

IMPORTANT: TO INSTALL THE eSIM, THE DEVICE MUST BE CONNECTED TO THE INTERNET VIA A WIFI NETWORK, BE COMPATIBLE WITH TELCEL’S NETWORK AND ESIM TECHNOLOGY, AND HAVE ENOUGH STORAGE SPACE FOR INSTALLLATION.

Once the eSIM is installed, you can start using the Amigo Sin Límite service acquired.

General Conditions

If the eSIM with Paquete Amigo Sin Límite was successfully installed and activated but later removed from your device, it cannot be recovered in eSIM format. You can only retrieve your line requesting a physical SIM at a Telcel Customer Service Center. The line must be in the Active phase of the Amigo System Life Cycle (www.telcel.com/cicloamigo) to process this request. This process may have additional cost and is subject to availability.

If you do not complete the installation and activation process correctly using the QR code, direct download button, or manual entry, YOU WILL NOT BE ABLE TO REINSTALL THE ESIM. Once any of these methods is used, all three become unusable. In this case, to activate the service, you must purchase a new Amigo Sin Límite eSIM for tourists, which will result in a new phone number assigned.

Payment

Payment will be processed by a service provider authorized by Telcel. Please review the payment processor’s information and privacy policy before making the payment.

During the payment process, you may choose to save your payment method under the service provider's (payment processor’s) management. This will allow future purchases through Mi eSIM Telcel portal to automatically retrieve the information without requiring you to type it again. You may delete the payment method at any time. The registered payment method information cannot be modified; if a change is required, you must delete the previous payment method and register a new one.

Refund Policy

You may request a full refund in the following cases, provided that you meet the specific requirements and the request is made within 10 days of purchase:

1.       Error in eSIM plan purchase

·         Refund applies if:

o   Payment was processed, but the eSIM and/or phone number was not delivered.

o   The same eSIM plan was charged twice.

o   The amount charged was incorrect.

o   The eSIM plan is not active.

·         Refund does not apply if:

o   The purchase was not made through official channels (https://www.telcel.com/travel-to-mexico/esim-english or Mi eSIM Telcel).

o   The eSIM plan was activated and has been used or is in use.

o   You attempted to use the eSIM on an incompatible device without verifying requirements.

2.       The eSIM Could Not Be Installed Correctly

·         Refund applies if:

o   Payment was processed, but the eSIM was not installed correctly on the device due to technical failures or system issues.

o   The eSIM plan is not active.

·         Refund does not apply if:

o   The eSIM plan is active and has been used or is in use.

o   The issue is related to the device (incompatibility, carrier lock, maximum number of eSIMs installed, etc.).

o   The purchase was not made through official channels (https://www.telcel.com/travel-to-mexico/esim-english or Mi eSIM Telcel).

o   You deleted the eSIM without completing the installation.

o   You did not complete the eSIM installation process correctly (e.g., scanning the QR code incorrectly or using an unstable Wi-Fi connection).

o   It is confirmed that the assigned eSIM was successfully delivered and that you initiated the download process.

3.       Problems Connecting to the Telcel Network

·         Refund applies if:

o   The line is active, but you have not used the eSIM plan (Minutes, SMS, or Data).

o   It is confirmed that the problem is with the Telcel network.

o   You do not wish to wait for a technical solution.

·         Refund does not apply if:

o   The purchase was not made through official channels (https://www.telcel.com/travel-to-mexico/esim-english or Mi eSIM Telcel).

o   You have used the benefits of the eSIM plan (Minutes, SMS, or Data).

o   The problem is due to the device's incompatibility with the Telcel network or eSIM technology.

4.       You No Longer Want the eSIM After Purchase

·         Refund applies if:

o   You request the refund within the first 10 days after purchase.

o   The line is pre-activated (not installed or used).

o   Payment was successfully processed.

·         Refund does not apply if:

o   The eSIM was installed, and the phone line is active.

o   You have used the benefits of the eSIM plan (Minutes, SMS, or Data).

o   The request is made after 10 days from purchase.

IMPORTANT: If you do not complete the installation process of the eSIM with the Paquete Amigo Sin Límite correctly using the QR code, direct download button, or manual entry, or if you delete a previously installed eSIM with an active plan, no full or partial refund will be issued for the eSIM plan.

Refunds will not be issued for unrecognized charges. These must be reported to the corresponding bank.

To report any incident, you can contact us toll-free at 800 8232 686 from within Mexico. Press option 4, then 0 to speak with an agent. Make sure to provide the email address, the folio number, your name, and the amount of the eSIM plan associated with the purchase.

Refunds are processed within 1 to 10 business days, depending on the banking institution with which the purchase was made.

In any refund process, the eSIM line will be canceled.

Customer Service

For customer service regarding to the purchase, installation, and activation of the eSIM with line and Amigo Sin Límite service for tourists, please contact Telcel toll-free at 800 8232 686 from within Mexico. Press option 4, then 0 to speak with an agent.

For any questions or clarifications related to the Amigo Sin Límite service, contact *264 from your Telcel line or visit any of our Telcel Customer Service Centers nationwide. Additional customer support channels are available at www.telcel.com/contacto.

Controller

The Controller of your personal data is that certain company called RADIOMÓVIL DIPSA, S.A. DE C.V. (hereinafter referred to as “Telcel”) with designated address to receive notices in Lago Zúrich 245, Plaza Carso, Edificio Telcel, Col. Ampliación Granada, Alcaldía Miguel Hidalgo, C.P. 11529, Ciudad de México, México.

Privacy Notice and Complementary Information Available

You can visit any time our Privacy Notice at https://www.telcel.com/aviso-de-privacidad and/or any of our Customer Service Centers and/or points of sale authorized by Telcel.

Telcel has pledged to provide all necessary information to ensure you have full control over the processing of your personal data, so together with this Privacy Notice, it offers you here information to know and understand in detail how your personal data are used.

Services

The main purpose for which Telcel processes personal data is to provide services described in any Services Agreement entered into with Telcel; any service associated with the use of applications, software, websites and functionalities of your terminal and/or any other services purchased (hereinafter collectively referred to as the “Services”)

Necessary purposes and minimized personal data

In line with proportionality and minimization principles, Telcel only collects and legally use personal data appropriate, necessary and relevant for the provision of Services, and to fulfill the purposes of data processing as informed in this Privacy Notice.

For no reason shall Telcel process personal data for different purposes other than those compatible with the ones contained in this Privacy Notice, nor obtain data other than in compliance with the criteria set forth above.

Personal data subject to processing and means of collection

Personal data described below will be obtained from various legal sources, including:

Data provided directly by you and necessary to provide the Services: Identification and authentication data, contact data, financial data, tax data, demographic data, location data, biometric data such as fingerprints and facial features.
Data obtained as a consequence of your use of our Services: Technical information and device location, network data, inferred data and data on your consumption preferences.

Data collected from third parties: Identification and authentication data, contact data, financial data, tax data, demographic data, inferred data, and data on your consumption preferences.

Sensitive personal data.

We inform you that biometric data may, in some cases, be considered sensitive personal data, depending on the context in which they are processed. Telcel may process biometric data such as fingerprints and facial features that you provide voluntarily in order to conduct verification activities necessary to provide Services and for future transactions you complete with Telcel.

Third-party personal data and means of collection

Telcel may process third-party identification and contact data when you provide directly such information so that such third parties are contacted as personal references for purposes of collection, commercial prospecting, conducting investigations, quality verification of the information provided by you, periodic monitoring of your credit history, to conduct on your behalf various activities in connection with the Services and/or to fulfill legal obligations assumed by you.

By providing this information, you acknowledge that you duly informed and previously obtained such third parties’ consent for Telcel to process such data for the aforementioned purposes.

Personal data of minors

Telcel does not collect information directly from minors; therefore, if necessary, such information should be provided by the parent, guardian and/or other person with legal custody. Whenever Telcel determines that a minor has provided personal data and/or that the person providing personal data is not the person with legal custody over a minor, for purposes of providing Services, Telcel will cancel such information.

Primary purposes of processing.

Telcel will limit the use of personal data mentioned in this Privacy Notice to carry out some or all activities necessary to develop and fulfill obligations derived from Services, including the following purposes:

-Verify your identity using biometric data and other data provided, and identify you as the owner and/or user of the Services before authorities and/or third parties with whom we have executed collaboration agreements.

-Verify with the National Electoral Institute (INE, for its Spanish acronym) the quality of data contained in the respective Voter ID, including your biometric data.

-Carry out processes for purposes of security and prevention of illegal activities such as fraud and/or identity theft.

-Contact you without commercial prospecting purposes, through various electronic means such as telephone calls, e-mailing communications, short messages and other physical and/or electronic means of communication, as well as home visits conducted by Telcel or third parties authorized by Telcel. This, for any situation related to the use and management of Services, to inform about any benefit you have earned in connection therewith, and to fulfill obligations derived from the legal relationship with you.

-Validate the quality of information provided by you and/or by authorized third parties.

-Conduct billing and collection activities and/or process payments through the forms and mechanisms enabled for such purpose.

-Prepare analyses and studies about your consumption behavior, and periodic research and monitoring on your credit behavior, including providing information to the corresponding credit information societies.

-Perform all activities related to the registration and/or cancellation and/or portability of Services, devices, SIM cards and plans in accordance with the terms of use, suspension and/or cancellation of Services.

-Quote and manage goods and/or services and/or own applications and/or those of third parties and/or Group Companies.

-Prepare reports, forecasts, surveys, research and analysis regarding the use and quality of the Services.

-Process and follow up on investigations, clarifications, information requests, complaints and/or claims and any other activities related to the identification, detection, prevention and combat of conducts that may contravene the provisions of the applicable regulations and/or the Services we offer.

-To comply with the obligations of cooperation with security and justice authorities, and requests from competent authorities in the cases as legally provided.

-Maintain the security of our technological infrastructure, networks and electronic communications services, identify potential unlawful behaviors and cyberattacks, detect technical faults or errors in the transmission of electronic communications, and any processing necessary for the proper provision of the telecommunications service or any other applicable sectoral regulations.

-Create and apply procedures for the dissociation of data to generate and segment audiences, to develop and improve our Services or algorithms, for validation, production training and understanding of usage patterns, user behavior and preferences, and device locators to prevent risks and fraud and/or so that third party service providers, commercial partners and/or Group Companies can offer products and services.

-Fulfill obligations set forth in applicable regulations.

Secondary purposes of processing.

Unless you do not oppose, Telcel will process your identification and authentication data, contact data, demographic data, location data and inferred data, and data about your consumer preferences, whenever necessary to carry out any or all of the secondary purposes specified below:

-Inform about the launch of or changes to new products, goods, services, promotions and/or offers of Telcel according to your interests and other Group Companies and/or commercial partners, including telephone calls, communications sent through e-mails, short messages, and other physical and/or electronic means of communication.

-Perform mass data analysis techniques for profiling activities by combining information provided by you, information from publicly available sources, including social networks, and information that can be inferred or obtained as a result of the application of various data analysis technologies. This, to contact you and send you advertising, promotional and/or informative materials we believe may be of interest to you, as well as for audience segmentation and credit predictions.

-Generate profiles and consumption habits so that our commercial partners and/or Group Companies can contact you and send you advertising, promotional and/or informative materials that they consider to be of interest to you, and/or to determine, in accordance with their internal procedures, whether you are likely to obtain the service you have requested from said third party.

Options offered by Telcel for you to control your personal data used for secondary purposes

In order to give you full control over your personal data subject to processing for secondary purposes, you can know, modify , limit or delete them. To do so, please send an e-mail to: datospersonales@telcel.com

The refusal to use your personal data for these purposes may not be a reason for us to deny you the Services you request or contract with us.

Transfers

Not subject to consent

Telcel may transfer personal data to both domestic and foreign entities, without requiring your consent, for the following purposes:

•Competent authorities and third parties in those cases provided by law.

•To the National Electoral Institute (INE) to verify the quality of data contained in your Voter ID, including your biometric data.

•Credit information societies, surety and insurance companies with which we have entered into legal agreements to guarantee compliance with the obligations derived from the Services acquired or contacted.

•To the Group Companies that operate under privacy policies that comply with the corresponding applicable provisions, so that they can contact you directly or indirectly, to conduct activities of segmentation, profiling, promotion and, if applicable, to offer products and/or services those companies can market and/or provide jointly with Telcel or independently.

•To third party service providers with whom we have entered into binding legal agreements for the purposes set forth in this Privacy Notice.

Consent required.

Unless you do not oppose, Telcel may transfer all necessary personal data to commercial partners and/or third parties with whom we have entered into binding legal agreements, including financial institutions, so that they can contact you to offer goods, products and services that may be of interest to you, or so that they determine whether you are eligible to acquire the goods and/or services offered by such third parties.

If you do not want Telcel to transfer data as described above, please send an e-mail to datospersonales@telcel.com. You can change your choice at any time.

Means and procedure to exercise ARCO Rights and/or withdraw consent for the processing of personal data.

You are entitled to know what personal information we hold, what we use it for, the conditions that govern their use, and to get a copy of such data in a legible, easily-readable format (Access). Likewise, it is your right to request the correction of your personal information if it is outdated, inaccurate or incomplete (Rectification); the deletion of your personal data from our databases, if applicable (Cancellation); as well as to oppose the use of your personal data for specific purposes (Opposition). These rights are known as ARCO Rights. These rights may be exercised with respect to part or all of the personal data subject to processing informed in this Privacy Notice.

To exercise your ARCO rights, as well as to revoke your consent to the processing of your personal data, you must send an e-mail to Telcel´s Personal Data Department at to datospersonales@telcel.com, where you will be attended in due time and proper form.

Your request must be submitted using the Single Format to Exercise ARCO Rights, Withdraw Consent and/or Limit the Use or Disclosure of Personal Data (hereinafter referred to as the “Format”) available in the website https://www.telcel.com/aviso-de-privacidad and containing all the elements to be able to respond to your request in accordance with the regulations. In order for Telcel’s Personal Data Department to be able to follow up on your request, you or your legal representative must correctly prove your identity; for which it is necessary that you complete all the fields indicated in the Format and attach a copy of any of the valid official identifications listed therein.

If the information provided in the Format is wrong or insufficient, or the corresponding supporting documents fail to be submitted, Telcel’s Personal Data Department, within five (5) business days after receiving the r request, may ask you to provide all necessary elements or documents to process it. You must reply within ten (10) business days following the day immediately following the date the notice was received. Failure to reply within that period will result in the corresponding request being considered never submitted.

Telcel’s Personal Data Department will give you notice about the decision made within a maximum period of twenty (20) business days following reception of the request, so that, if it can be processed, action will be taken within fifteen (15) business days following said notice. The answer will be sent electronically to the email specified in the Format.

Objections and means to limit the use or disclosure of your personal data.

You may limit the use or disclosure of part or all personal data subject to the processing informed in this Privacy Notice, by sending your request to Telcel’s Personal Data Department, to this address: datospersonales@telcel.com. The requirements to prove your identity, as well as the procedure to attend your request will be governed by the same criteria set forth in the preceding section.

If your request is valid, Telcel’s Personal Data Department will will register you in Telcel's own exclusion list in order to stop you from receiving our promotions.

Cookies and/or web beacons.

We inform you that on our websites and applications we may use cookies, web beacons and other tracking technologies that allow us to fulfill the purposes stated in this Privacy Notice.

All our sites have an applicable cookies policy. Be advised that you can check our Cookies Policy here.

Retention of your personal data.

Telcel will retain your personal data only while necessary to provide you with the Services and while there is a legal basis that allows it to process your personal data in accordance with applicable laws. Upon completion of applicable blocking and retention periods Telcel will securely delete your data.

Telcel’s Personal Data Department.

It is important to let you know that Telcel has a Personal Data Department, which, as part of its functions, is in charge of attending your ARCO Rights, complaints and doubts related to the use of your information.

You may contact Telcel’s Personal Data Department by sending an e-mail to the following address: datospersonales@telcel.com

INAI.

If you consider it necessary, we inform you that you are entitled to resort to the National Institute for Transparency, Access to Information and Protection of Personal Data (INAI, for its Spanish acronym), to assert any inconformity related to the processing of your personal data by Telcel.

Changes to this Privacy Notice.

Telcel reserves the right, at its sole discretion, to change, modify, add or remove portions of this Privacy Notice. In such event, Telcel will maintain available a complete version of its Privacy Notice in effect in this website: https://www.telcel.com/aviso-de-privacidad. Telcel will notify you of any change or modification to this Notice via publication on its webpage. If any such modifications involve a material change to the purposes or processing of personal data, Telcel will give you notice not less than five (5) days in advance to such changes coming into effect, by direct notice mechanisms such as SMS. If legally necessary, Telcel will obtain your consent for the processing of your personal data. And you can check previous versions of our Privacy Notice at this link.

Latest update.

June 5th, 2023