1. PRODUCT USE: You agree that your phone is unlocked or has open bands and that you have verified with the operator from which you purchased your cell phone (Mobile Phone) that it can be used abroad so that it works correctly with our international SIM card. To check the unlock status of your phone, you can contact the company or store that sold you the device; they will inform you of its unlock status. You can also obtain an unlock service for your phone for international use on the Internet at: https://doctorsim.com/
2. USERS: Access to and/or use of this portal HolaSim.com grants the condition of USER, who accepts, from such access and/or use, the General Conditions of Use reflected herein. These Conditions will apply regardless of the General Contracting Conditions that may be mandatory.
3. USE OF THE PORTAL: HolaSim.com provides access to a multitude of information, services, programs, or data (hereinafter, “the contents”) on the Internet belonging to HolaSim.com or its licensors, to which the USER may have access. The USER assumes responsibility for the use of the portal. This responsibility extends to the registration necessary to access certain services or content. In such registration, the USER will be responsible for providing truthful and lawful information. As a result of this registration, the USER may be provided with a password for which they will be responsible, committing to use it diligently and confidentially. The USER undertakes to make appropriate use of the contents and services (such as chat services, discussion forums, or newsgroups) that HolaSim.com offers through its portal and, by way of example but not limitation, agrees not to use them for: (i) engaging in illicit, illegal, or activities contrary to good faith and public order; (ii) disseminating content or propaganda of a racist, xenophobic, pornographic-illegal nature, that promotes terrorism, or violates human rights; (iii) causing damage to the physical and logical systems of the website creator company, its suppliers, or third parties, introducing or spreading computer viruses or any other physical or logical systems capable of causing the aforementioned damage; (iv) attempting to access and, where appropriate, use the email accounts of other users and modify or manipulate their messages. The website creator company reserves the right to remove all comments and contributions that violate respect for human dignity, that are discriminatory, xenophobic, racist, pornographic, that threaten youth or childhood, public order, or public safety, or which, in its judgment, are not suitable for publication. In any case, HolaSim.com will not be responsible for the opinions expressed by users through forums, chats, or other participation tools.
4. DATA PROTECTION: HolaSim.com complies with the guidelines of Organic Law 15/1999 of December 13 on the Protection of Personal Data, Royal Decree 1720/2007 of December 21 approving the Regulation for the development of the Organic Law, and other applicable regulations in force at any given time, ensuring the correct use and processing of the user’s personal data. To this end, along with each form for collecting personal data, in the services that the user may request from the website creator company, the user will be informed of the existence and acceptance of the specific conditions of the processing of their data in each case, informing them of the responsibility of the created file, the address of the controller, the possibility of exercising their rights of access, rectification, cancellation, or opposition, the purpose of the processing, and possible communication of data to third parties. Likewise, HolaSim.com informs that it complies with Law 34/2002 of July 11, on Information Society Services and Electronic Commerce, and will request your consent to process your email address for commercial purposes at all times.
5. INTELLECTUAL AND INDUSTRIAL PROPERTY: HolaSim.com, by itself or as an assignee, owns all intellectual and industrial property rights of www.HolaSim.com, as well as the elements contained therein (for example: images, sound, audio, video, software, or texts; trademarks or logos, color combinations, structure and design, selection of materials used, computer programs necessary for its operation, access, and use, etc.), owned by HolaSim.com or its licensors. All rights reserved. By virtue of the provisions of articles 8 and 32.1, second paragraph, of the Intellectual Property Law, reproduction, distribution, and public communication, including the method of making available, of all or part of the contents of this website, for commercial purposes, on any medium and by any technical means, without the authorization of HolaSim.com, are expressly prohibited. The USER undertakes to respect the Intellectual and Industrial Property rights owned by the website creator company. They may view elements of the portal and even print, copy, and store them on the hard drive of their computer or any other physical medium, provided that it is solely and exclusively for personal and private use. The USER must refrain from deleting, altering, circumventing, or manipulating any protection device or security system installed on the pages of HolaSim.com.
6. DISCLAIMER OF WARRANTIES, RETURNS, AND LIABILITY: HolaSim.com will not be responsible, under any circumstances, for damages of any nature that may occur, including, but not limited to: errors or omissions in the content, lack of portal availability. HolaSim does not generate refunds or disbursements of money without authorization from the operator. All operators we work with provide service guarantees; in the first instance, they will provide support, and if the customer ultimately cannot have good service, they will issue a code that we will use to generate a refund. (If your phone is not unlocked, the above guarantee is not valid, since the buyer accepts that their phone is unlocked and can use any SIM card).
Once your order is shipped, a tracking number is provided, and at this point, the buyer becomes responsible for the item, contacting the courier service to arrange delivery. The buyer accepts that their phone is unlocked, has open bands, and is suitable for use with the SIM card we provide.
6.1 We do not issue refunds under any circumstances.
6.2 The customer must notify of any change in the activation date at least 72 business hours before the previously given date. After this time, it is no longer possible to change it, and no refund will be issued. The activation date can be left open for a period not exceeding 12 months (counted from the date of purchase).
7. MODIFICATIONS: HolaSim.com reserves the right to make any modifications it deems appropriate to its portal without prior notice, being able to change, delete, or add both the contents and services provided through it and the way in which they are presented or located.
8. LINKS: In the event that links or hyperlinks are placed on the domain to other Internet sites, HolaSim.com will not exercise any type of control over said sites and contents. Under no circumstances will HolaSim.com assume responsibility for the contents of any link belonging to a third-party website, nor will it guarantee the technical availability, quality, reliability, accuracy, breadth, truth, validity, or constitutionality of any material or information contained in such hyperlinks or other Internet sites. Likewise, the inclusion of these external connections will not imply any association, merger, or participation with the connected entities.
9. RIGHT OF EXCLUSION: HolaSim.com reserves the right to deny or withdraw access to the portal and/or the services offered without prior notice, on its own initiative or at the request of a third party, to those users who fail to comply with these General Conditions of Use.
10. GENERAL PROVISIONS: HolaSim.com will pursue the breach of these conditions, as well as any improper use of its portal, exercising all civil and criminal actions that may correspond under the law.
11. MODIFICATION OF THESE CONDITIONS AND DURATION: HolaSim.com may modify the conditions determined here at any time, being duly published as they appear here. The validity of the mentioned conditions will depend on their exposure and will remain in force until they are modified by others duly published.
12. APPLICABLE LAW AND JURISDICTION: The relationship between HolaSim.com and the USER shall be governed by current regulations, and any dispute shall be submitted to the Courts and Tribunals of the city of San Diego, California, USA.
13. PROMOTIONS: We love rewarding our customers with our promotions. If you have found a plan with the same conditions and features as ours, we will not only match the price but also give you an additional 5% discount. We do this because we are official telecommunications partners in more than 79 countries and we know we have the best price on the market. Please send us the invoice of the purchase you want us to improve; we only accept invoices or purchase orders and not Internet postings, since 99% of the postings by mobile operators only reflect the plan value and do not include the value of the SIM card, Service Fee (ranging from USD 15 to USD 25), State Tax (ranging from 7% to 35%), and Shipping, considering that no telecom company ships outside the country. It is important to read the fine print of these sites, including their terms and conditions.
14. SERVICE USE: HolaSim, as the official store of international operators of which we are Partners, limits warranty rights, causes, or services to those made available by the Operator, who is directly responsible for the service our customers receive. All warranty rights to second or third parties must be processed with the telecom operator.
15. LEGAL: We want to keep you connected once you step off the plane so that distance does not exist. Phonerental Inc is a company registered in the USA, authorized by all the operators we work with, making us official Partners. When we started operations, our customers paid high international shipping costs via FedEx and DHL to receive our SIM cards at home. Wanting to offer better service and delivery times, we established DELIVERY AND PICKUP POINTS in Argentina, Chile, Mexico, Colombia, and Peru where you can receive* or pick up your SIM card completely FREE. Remember that you only pay for the plan value, which will be loaded onto the SIM card you are given; this recharge is sent from the USA. Any invoice generated will be issued under a USA EIN registration (just as if you acquired the service in the country you are traveling to, where the store would issue an invoice under that country’s registration). We have a great team at your disposal every day, offering you the best treatment, help, and service. If you have any questions about our billing, you can email us at [email protected] for all the information you need. *(Domestic shipping costs apply).
16. SUSPENSION OR PENALIZATION: Abuse of data consumption or excessive Internet use may result in the deactivation of the SIM card or reduced speed in our plans without prior notice. We remind you to read the terms and conditions of the operator of the SIM card you receive by visiting their website to be fully informed before using it.
17. PLAN ACTIVATION: SIM cards for the United States are activated 1 day before the activation date given by the customer to avoid schedule-related issues.
18. MAIL BOXES ETC: This company is only a delivery point and is not responsible for HolaSim matters.
19. PRODUCT DELIVERY: The product purchased by the customer on the website is delivered, and the customer is responsible for reading all information carefully. No refunds are issued for errors in product purchase or for product loss. Payments are not refunded for lost SIM cards.
20. SIM CARD COVERAGE: The United States SIM card works only within the United States and not in other countries. Likewise, the European SIM card works only within Europe and not on other continents. No refunds are issued for use outside these zones.
21. MEXICO SIM CARD: The Mexico SIM card is only for unlimited calls within Mexico. If the customer makes a call outside Mexico, the SIM card balance will be depleted. No refunds are accepted.
22. TECHNICAL SUPPORT: In the event of a failure, technical support will be provided to the customer. After completing all steps, the customer will be instructed to place the SIM card in another phone. If it works there, the issue is with the customer’s phone, and they must contact the company where it was purchased for technical support. Money is only refunded when the issue is with our SIM card.
23. SUPPORT CONDITIONS: If a product failure occurs, the customer must strictly follow technical support instructions within the established hours. No refunds are issued without exhausting all existing support channels.
24. NON-RECHARGEABLE: U.S. SIM cards are not rechargeable. If you will be staying for more than 30 days, you must purchase 2 or more SIM cards.
25. INTERNET SHARING: Due to differences and unique configurations in each phone, Internet sharing with our SIM card is not guaranteed on all devices. No refunds are issued for this reason.
26. ACTIVATION DATE: The customer must provide the activation date of the SIM card at the time of purchase. If not, the SIM card will not work until the date is provided. No refunds are issued in this case.
Refund Policy
HolaSim’s Refund Policy allows that, in case of being unable to use the service due to failures in it, you may receive a refund of the amount paid, under the following conditions and procedure:
27. The customer must notify HolaSim (support line) of their difficulty (at the moment the issue arises).
28. The HolaSim support team will take the case and provide the user with the respective instructions to determine the origin of the failure. (Our team may request data provided at the time of purchase, SIM card information (Serial, Phone, etc.), photos, and screenshots of certain sections of the phone).
29. After determining the origin, instructions will be provided for error correction.
30. If the solutions within our technical team’s reach do not resolve the issue and additional validations with the operator are required, the user must wait between 30 minutes and 1 business day for the operator to provide an official response.
31. After this, new adjustment and configuration alternatives will be indicated, or the final diagnosis of the issue will be provided.
32. If the SIM card is defective, depending on the country, it may be replaced through a nearby operator’s store, within the customer’s travel possibilities. In this case, HolaSim will cover the extra SIM card cost to be paid at the store and, depending on distance, transportation costs incurred.
33. If no solution is possible, a partial or total refund will be evaluated, depending on plan data usage.
34. Once it is determined that a refund (partial or total) is applicable, the support team will send an email to the Accounting and Administrative Department with case and purchase details to proceed.
35. Once authorized, the refund process will take between 1 and 15 business days.
No refund will be made in the following cases:
- If the user is not available for the support team to diagnose the situation.
- If the user does not report the problem at the time it occurs, but instead after or at the end of their trip (since the team could not diagnose what happened).
- If the SIM card is mishandled and found in poor condition due to such handling.
- If the problem originates from the user’s device (phone).
- If the user’s phone is not unlocked.
- If the operator has penalized the line for misuse (e.g., data sharing on plans that do not allow it).