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Code of Business Practices

INDEX

  1. AIM;
  2. SERVICES PROVIDED BY ADS MOBILE, S. DE RL DE CV (MEXFON)
    • 2.1 MOBILE TELEPHONY;
    • 2.2 MEASUREMENT METHODS AND TIMES;
    • 2.3 COLLECTION PROCEDURE;
    • 2.4 SERVICE COVERAGE;
  3. RATES;
  4. QUALITY LEVELS AND COMMITMENTS OFFERED IN EACH OF THE SERVICES;
  5. USER SUPPORT;
    • 5.1 CONTACT;
  6. MAXIMUM TIME LIMITS FOR HANDLING CLARIFICATION, COMPLAINT AND REPAIR PROCEDURES;
  7. BONUSES;
  8. PACKAGE OR SERVICE CHANGES;
  9. SERVICE SUSPENSION AND CANCELLATION POLICY;
    • 9.1 SUSPENSION;
    • 9.2 CANCELLATION.

1. OBJECTIVE

The purpose of this Code of Commercial Practices is to inform users of ADS MOBILE, S. DE RL DE CV (“MEXFON”), the policies and procedures applied for the provision of the services that are contracted.

This Code of Business Practices will be available for consultation by Phone-guy users on the website http://www.phone-guy.mx/

2. SERVICES PROVIDED BY MEXFON

MEXFON provides mobile phone service, by virtue of the enabling title granted by the Federal Telecommunications Institute, for such purposes.

2.1. MOBILE TELEPHONY

Mobile phone service includes voice, data, and text messaging. To use the service offered by MEXFON, users must have a properly certified mobile phone.

To use the service, the user must purchase a SIM card from MEXFON.

2.2 MEASUREMENT METHODS AND TIMES

MEXFON will provide the user with mobile phone service, depending on the plan or package the user chooses.

2.3 COLLECTION PROCEDURE

The mobile phone service offered by MEXFON is through a prepaid system, meaning they operate through balance recharges and offer unlimited data service with a specific transmission speed.

2.4 SERVICE COVERAGE

The coverage area of ​​the services provided by Phone-guy can be consulted by users on the Coverage page — Phone Guy Mexico

3. RATES

The rates for the plans and packages offered by Phone-guy can be found on the website of the Federal Telecommunications Institute at www.ift.org.mx or directly on the Phone-guy website at http://www.phone-guy.mx/

4. QUALITY LEVELS AND COMMITMENTS OFFERED IN EACH OF THE SERVICES:

MEXFON will provide mobile phone services in accordance with the quality standards established by the IFT, and in compliance with applicable regulations. Furthermore, it commits to guaranteeing users the provision of services with the highest level of quality and reliability available.

MEXFON is not responsible for interruptions that may be caused by weather conditions, power outages, vandalism, and reckless acts; however, it has the technological and human infrastructure to provide support and resolve any issues, restoring contracted services in the shortest possible time.

5. CUSTOMER SUPPORT

5.1 CONTACT

  1. Via WhatsApp through the numbers: 56 65 875 757
  2. Via the Internet: through the website http://www.phone-guy.mx/

6. MAXIMUM TIME LIMITS FOR HANDLING CLARIFICATION, COMPLAINT AND REPAIR PROCEDURES

For any clarification, MEXFON will resolve it within 15 business days. If the user does not receive a response to their clarification within that timeframe, their clarification will be considered valid.

7. BONUSES

If the clarification, complaint or repair is deemed appropriate according to the procedure detailed in the previous point, MEXFON will compensate the user, in accordance with the terms of the contract they have signed.

This bonus will be reflected in the user's account statement no later than the next billing cycle, after the fault has been reported.

The bonuses will be applicable if:

  1. MEXFON will not respond to the user within a period of no more than 15 business days to the queries, clarifications and complaints made.
  2. MEXFON is in breach of the terms and conditions of the contract.
  3. MEXFON fails to meet the established quality standards.

8. PACKAGE OR SERVICE CHANGES

In the event of any changes to the Contract, the conditions and/or the rates established in the contracting of the services, MEXFON will inform the user through its website and by email at least 15 days before the changes to the Contract come into effect.

In addition, MEXFON will make the modified contract available to its users through the website for their review.

If the user does not agree with the changes, they will have the right to terminate the Contract without penalty. In this case, the user must request cancellation of the service through the contact methods provided by MEXFON.

9. SERVICE SUSPENSION AND CANCELLATION POLICY

9.1 SUSPENSION

MEXFON may suspend the provision of services to the user without any liability when:

  1. The user does not make the corresponding payment for the contracted plan or package within the first 10 days of its life cycle.
  2. To prevent damages or losses to MEXFON due to misuse of the service, such as the commission of illegal acts or crimes, or when so indicated by a court or administrative order or resolution, MEXFON will notify the user of the suspension via email.
  3. By order of competent authority.
  4. The user does not market, distribute or resell any of the services contracted with MEXFON.

MEXFON will resume the Services that have been suspended in accordance with the above sections i), ii) and iii), immediately, provided that the cause that gave rise to it has been remedied and, where applicable, the request for its restoration and payment for reconnection is made.

9.3 CANCELLATION

The plans or packages offered by MEXFON are not subject to a fixed term, so the user may cancel the contracted services in advance at any time.

For this purpose, the user must notify MEXFON of the early termination through the contact means indicated above.