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 install button (sent to your purchase email) using your device.

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, you can reinstall it on the same device by scanning the QR code or using the install button. You have up to two additional attempts to reinstall your eSIM on the same device.  In case you are unable to reinstall your eSIM, you will be able to recover the line through a physical SIM by going to 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 or direct install button, 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 calendar 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   You entered incorrectly or do not have access to the email account where the eSIM will be sent.

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 calendar 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 calendar 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 or direct install button, 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.

Data controller.

The data controller for the processing of your personal data is the legal entity RADIOMÓVIL DIPSA, S.A. DE C.V. (hereinafter, “Telcel”), with its address for the purpose of receiving any kind of notifications located at Lago Zúrich 245, Plaza Carso, Edificio Telcel, Colonia Ampliación Granada, Miguel Hidalgo Borough, ZIP Code 11529, Mexico City, Mexico.

Availability of the Privacy Notice and Additional Information.

You may consult our Privacy Notice at any time on the website https://www.telcel.com/aviso-de-privacidad, and/or at any of our Customer Service Centers and/or authorized points of sale by Telcel.

Telcel is committed to providing all the necessary information to ensure that you have full control over the processing of your personal data. Therefore, in addition to this Privacy Notice, through the document titled Important Information about the Telcel Privacy Notice, we make available to you further details that will help you understand and become fully informed about how your personal data is used.

Services.

The primary purpose for which Telcel processes your personal data is to provide you with those services arising from any service agreement you enter into with Telcel; any service related to the use of applications, software, websites, and functionalities of your terminal device and/or any other services that you voluntarily choose to acquire (hereinafter and jointly referred to as the “Services”).

Necessary Purposes and Minimization of Personal Data.

Telcel, in compliance with the principles of proportionality and data minimization, only collects and makes legitimate use of personal data that is appropriate, necessary, and relevant for the provision of the Services, as well as for fulfilling the purposes of processing disclosed in this Privacy Notice.

Under no circumstances will Telcel process personal data for purposes other than or incompatible with those stated in this Privacy Notice, nor will it obtain data that does not meet the aforementioned criteria.

Personal Data Subject to Processing and Means of Collection.

The personal data described below will be obtained from various lawful sources, which include the following means of collection:

Data that You Provide to Us Directly and That Are Necessary for the Fulfillment of the Services: identification and authentication data, contact data, asset and/or financial data, tax data, demographic data, location data, biometric data related to your fingerprints and facial features.

Data We Obtain as a Result of the Use of Our Services: technical and location information of your device, network data, inferred data, and data about your consumption preferences.

Data We Obtain from Third Parties: identification and authentication data, contact data, asset and/or financial data, tax data, demographic data, inferred data, and data about your consumption preferences.

Sensitive Personal Data.

We inform you that biometric data may, in some cases, depending on the context of the processing, be considered sensitive personal data. Telcel may process biometric data related to your fingerprints and facial features that you voluntarily provide for the purpose of carrying out identity verification and fraud prevention activities in connection with the provision of the Services and any future transactions you conduct with Telcel.

Personal Data of Third Parties and Means of Collection.

Telcel may process identification and contact personal data of third parties when you directly provide us with this information so that such third parties may be contacted in their capacity as personal references for purposes of collection, commercial prospecting, conducting investigations, verification activities regarding the quality of the information you provide, periodic monitoring of your credit history, performing various tasks related to the Services on your behalf, and/or for fulfilling legal obligations assumed by you.

By providing this information, you acknowledge that you have duly informed and previously obtained the consent of such third parties so that Telcel may process their data for the purposes indicated above.

Personal Data of Minors.

Telcel does not collect information directly from minors; therefore, if necessary, such information must be provided, as applicable, by the parent, guardian, and/or person with parental authority. In cases where Telcel identifies that a minor has provided their personal information and/or that the person providing the personal data is not the individual exercising parental authority over the minor, for purposes related to the provision of the Services, Telcel will proceed to erase such information.

Primary Purposes of Processing.

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

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

·         Verify, with the National Electoral Institute (INE), the accuracy of your Voter ID data, including biometric information.

·         Conduct processes for internal security and/or safeguard third-party rights, as well as detect, prevent, and contain unlawful conduct such as fraud and identity theft.

·         Contact you and/or third parties (not for commercial prospecting purposes) via telephone calls, emails, SMS, instant messaging platforms, and other physical or electronic means, including home visits by Telcel or its authorized third parties, to address matters related to the use and management of the Services, inform you about any benefits you may have earned, and fulfill legal obligations.

·         Validate the accuracy of the information you or your appointed third parties have provided.

·         Manage billing and collections and process payments through available technological methods.

·         Conduct analyses and studies of your consumption behavior and monitor your credit behavior, including sharing information with authorized credit bureaus.

·         Assess your creditworthiness and risk level by creating credit profiles through automated data analysis to determine your eligibility for acquiring products or services from Telcel and/or third parties.

·         Perform activities related to the activation, deactivation, changes, and portability of Services, SIM cards, equipment, and plans in accordance with applicable terms of use, suspension, or cancellation.

·         Quote and manage the acquisition of goods, services, or applications owned by Telcel and/or its partners or affiliates.

·         Generate reports, predictions, surveys, research, and analysis regarding the use and quality of the Services.

·         Address investigations, clarifications, information requests, complaints, and claims, and prevent or address conduct that may contravene applicable laws or our Services.

·         Fulfill cooperation obligations with law enforcement and justice authorities as required by law.

·         Conduct video surveillance at our facilities to protect the safety of our assets, staff, and visitors.

·         Maintain the security of our technological infrastructure, networks, and communication services, detect cyberattacks or technical failures, and perform processing necessary to provide telecommunications services or comply with applicable sectoral regulations.

·         Anonymize personal data (disassociation procedures).

·         Fulfill obligations under applicable law.

Secondary Purposes of Processing.

Unless you object, Telcel may process your identification, authentication, contact, demographic, location, inferred data, and consumption preferences for the following purposes:

·         Send you information about products, services, promotions, and offers from Telcel, its affiliates, and business partners via physical or electronic means, tailored to your interests.

·         Conduct data analysis, including publicly available information and data from social networks, to generate profiles, segmentations, and credit predictions for advertising or commercial purposes.

·         Share such profiles with affiliates and business partners so they may contact you for promotional purposes or to evaluate offering products or services.

·         Record your purchase history and activity to improve operations, personalize content, and send you tailored offers, and for internal analysis.

·         Contact you via electronic means to remind you of items in your shopping cart, assist with your purchase, inform you about your transaction, or send related commercial messages.

·         Verify your identity and deliver prizes, bonuses, or benefits from your participation in contests, raffles, or events organized by Telcel.

Options Provided by Telcel to Give You Control Over Your Personal Data Used for Secondary Purposes.

To maintain control over the processing of your data for secondary purposes, you may access, modify, restrict, or delete such data by emailing datospersonales@telcel.com.

Refusing the use of your data for these purposes will not affect the Services you request or acquire from Telcel.

Transfers

Not Subject to Consent

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

• To competent authorities and third parties, in cases provided for by law.
• To the National Electoral Institute (INE) to verify the accuracy of your Voter ID, including biometric data.
• To credit bureaus, bonding companies, and insurance companies with whom we have legal agreements to ensure compliance with obligations from Services and to update their databases.
• To Group Companies operating under privacy policies aligned with applicable legal standards for profiling, marketing, or service offerings, whether independently or jointly with Telcel.
• To service providers under binding legal agreements for the purposes stated in this Notice.

Consent Required.

Unless you object, Telcel may transfer your data to business partners or third parties, including financial institutions, with whom it has binding legal agreements, so they may contact you directly to offer goods or services, assess your eligibility, or determine suitability based on your profile.

If you do not wish to authorize such transfers, please email: datospersonales@telcel.com. You may change your preference at any time.

Means and Procedure to Exercise ARCO Rights and/or Revoke Consent for the Processing of Personal Data.

You have the right to know what personal data we hold about you, what we use it for, the conditions of its use, and to obtain a copy of it in a readable and accessible format (Access). Likewise, you have the right to request the correction of your personal information if it is outdated, inaccurate, or incomplete (Rectification); to have it erased from our databases when appropriate (Erasure); as well as to object to the use of your personal data for specific purposes (Objection). These rights are known as ARCO Rights. These rights may be exercised with respect to all or part of the personal data subject to processing as disclosed in this Privacy Notice.

To exercise any of the ARCO Rights, as well as to revoke your consent for the processing of your personal data, you must send an email to the Personal Data Department of Telcel at the address datospersonales@telcel.com, where your request will be handled in a timely and appropriate manner.

Your request must be made through the Single Form for the Exercise of ARCO Rights, Revocation of Consent, and/or Limitation of the Use or Disclosure of Personal Data (hereinafter the “Form”), which is available on the website https://www.telcel.com/aviso-de-privacidad and contains all the elements required to address your request in accordance with applicable regulations. In order for the Personal Data Department of Telcel to process your request, you or your legal representative must properly prove your identity, which requires completing all the fields indicated in the Form and attaching a copy of one of the valid official IDs listed therein.

If the information provided in the Form is incorrect or insufficient, or if the required supporting documents are not attached, the Personal Data Department of Telcel, within five (5) business days following receipt of the request, may ask you to provide the necessary elements or documents to process it. You will have ten (10) business days to respond to the request, counted from the day after it is received. If no response is provided within that period, the corresponding request will be deemed not submitted.

The Personal Data Department of Telcel will notify you of the decision taken within a maximum of twenty (20) business days from the date the request was received, so that, if appropriate, it may be carried out within fifteen (15) business days following the communication of the response. The response will be delivered electronically to the email address specified in the Form.

Options and Means to Limit the Use or Disclosure of Your Personal Data.

You may limit the use or disclosure of all or part of your personal data subject to processing as disclosed in this Privacy Notice by sending your request to the Personal Data Department of Telcel at the address datospersonales@telcel.com. The requirements to verify your identity, as well as the procedure for handling your request, will follow the same criteria set forth in the previous section.

If your request is deemed appropriate, the Personal Data Department of Telcel will register you in Telcel’s internal exclusion list in order to stop sending you, 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 described in this Privacy Notice.

All our websites have an applicable cookies policy. We remind you that you may consult our Cookies Policy here and manage cookies directly in your browser settings.

Retention of Your Personal Data.

Telcel will retain your personal data only for as long as necessary and relevant to provide you with the Services and as long as there is a legal basis that allows, under applicable law, the processing of your personal data. Once the applicable blocking and retention periods have concluded, Telcel will proceed with the secure erasure of your data.

Telcel’s Personal Data Department.

Telcel has a Personal Data Department responsible for handling ARCO Rights, complaints, and inquiries regarding the use of your personal data. You may contact it via email at: datospersonales@telcel.com.

Authority: UPDP-ACBG.

If necessary, you may file a complaint with the Personal Data Protection Unit (UPDP) of the Secretariat of Anti-Corruption and Good Governance (SABG) to enforce your rights.

Changes to this Privacy Notice.

Telcel reserves the right to modify this Privacy Notice at its sole discretion. Any changes will be published on https://www.telcel.com/aviso-de-privacidad. If the changes are substantial, Telcel will notify you at least five (5) days in advance, via direct notification (e.g., SMS). If required by law, Telcel will request your renewed consent.

You may also consult prior versions of this Privacy Notice at the link provided above.

Date of Last Update: July 2025