Identification and Ownership
In accordance with Law 34/2002, of July 11, on Information Society Services and Electronic Commerce, the general information of the entity responsible for this Site is provided.
The owner of the website www.travel.suop.es (hereinafter, the Site) is SUOP MOBILE, S.L. (hereinafter, SUOP), with Tax ID B-86701729 and registered office at ZURBARÁN 7, Bajo 4, 28010 Madrid, registered in the Commercial Registry of Madrid, Volume 30,992, Folio 79, Section 8, Page M-557856, Entry 1.
Terms of Use
Use of the Site confers the status of User and implies full acceptance of all clauses and terms of use included in the following pages:
If you do not agree with each and every one of these clauses and conditions, please refrain from using the Site.
Access to the Site does not, in any way, establish a commercial relationship with SUOP.
Site Content
This Site includes content generated by SUOP and by providers of the eSIM services displayed on the platform. Although we strive to ensure that the information published is correct and up to date, we cannot guarantee its accuracy, especially regarding third-party content. In such cases, we disclaim any responsibility for errors or omissions in the information.
SUOP reserves the right to make changes to the Site without prior notice to update, correct, modify, add, or remove content or design elements.
SUOP shall not be liable for any damage or injury caused by access or inability to access this Site. While SUOP has entered into all necessary agreements to maintain Site continuity and will make every effort to prevent interruptions, it cannot guarantee the absence of technical failures or the permanent availability of the Site and its services.
Services Offered on the Site
SUOP operates an eSIM store that offers a catalog of international connectivity services via eSIM technology. These services are provided by third-party service providers, with SUOP acting solely as a platform to facilitate the search and purchase of such services, but not their final execution.
The catalog of services includes various eSIM packages for data, voice, and text messaging worldwide. These can be purchased and used immediately on compatible eSIM devices.
To purchase eSIM services, Users must register with SUOP and create an account. During this process, Users must provide specific information, including, but not limited to, name, full address, phone number, and email address.
Payment Terms
SUOP offers multiple payment methods, including PayPal and Google Pay, among others. The payment currency will be selected by the User during the transaction.
Delivery
The QR code for the purchased eSIM will be available under the “My eSIMs” section of the Site, and the User will receive a confirmation email after purchase. Installation instructions will be provided in the User’s account and in the confirmation email.
Right of Withdrawal
Users who subscribe to this contract as consumers have the right to withdraw from the contract within 14 calendar days from the subscription date, in accordance with current regulations (Royal Legislative Decree 1/2007, of November 16).
If the contract is signed remotely (e.g., via telephone or electronic means), SUOP will not begin service activation until this period has expired unless the User explicitly requests immediate activation, in which case they will forfeit their right to withdrawal under Article 102 of the Consumer Law.
If withdrawal is exercised, the User must return any goods or equipment provided for service activation (e.g., eSIM). SUOP will refund all received payments within 14 days using the same payment method, unless the User specifies otherwise. The User will bear the direct costs of returning the goods, unless their nature prevents shipping via standard mail.
Refund, Cancellation, and Modification Policy
Users may request a refund or replacement of an eSIM if they are unable to use the service due to an error or omission by SUOP. Refund requests must be made within 30 days of purchase. SUOP is not obligated to issue refunds if the issue is resolved within 10 days of the User reporting the problem or if the eSIM has been installed or activated.
Additional Conditions:
- No compensation will be provided for charges from other SIM cards, hotel phones, or third-party operators.
- Fraudulent purchases: SUOP reserves the right to deny refunds if abuse, violations of terms, or fraudulent activity is detected.
- Unauthorized purchases: Users must report any suspected unauthorized purchase immediately. SUOP will investigate before processing a refund.
- Accidental purchases: Once an eSIM is installed, it is considered used, and no refund will be issued except as explicitly stated.
- Incorrect charges: Disputes must be reported within 12 days of the charge, explaining the discrepancy.
If a refund request does not meet the above criteria, SUOP will review it on a case-by-case basis. If approved, a processing fee may apply. Refunds will be issued via the original payment method and may take up to 30 business days to appear, depending on the bank.
Service Availability and Limitations
Service quality depends on local network providers and may vary by region. Uninterrupted network coverage cannot be guaranteed.
The eSIM service is not designed for emergencies. Users should use their primary SIM card for emergency calls.
Users are responsible for ensuring their device is eSIM-compatible and network-unlocked. Compatibility may vary by operator and country.
User Responsibilities
Users must:
- Disable roaming on their physical SIM to avoid additional charges.
- Verify device compatibility with eSIM installation via QR code.
- Properly configure their device to ensure the eSIM functions correctly.
- Refrain from abusive, illegal, or fraudulent activity that may harm SUOP’s network.
- Keep login credentials secure and accept responsibility for account activity.
Intellectual and Industrial Property Rights
The Site’s content, programming, design, logos, text, and graphics are the property of SUOP or licensed for lawful use.
Users must respect the intellectual and industrial property rights of SUOP and third parties. Unauthorized use of trademarks or trade names is strictly prohibited.
Links to Third-Party Sites
This Site may contain links to third-party websites. SUOP is not responsible for the content of these sites and assumes no liability for damages resulting from third-party content. These links are provided solely for user convenience.
Security Measures
SUOP takes necessary measures to prevent viruses, malware, and cyber threats but cannot fully guarantee their absence. Therefore, SUOP is not liable for damages caused by such threats.
Although SUOP aims to maintain uninterrupted service, it cannot guarantee the absence of technological failures or permanent availability of the Site.
Applicable Law and Jurisdiction
For the resolution of all disputes or issues related to this Site or the activities conducted on it, Spanish law shall apply.
The parties agree, at their discretion, to submit disputes to the courts and tribunals of the User’s residence, waiving any other jurisdiction.
Our entity is a member of Confianza Online (a non-profit association), registered in the National Registry of Associations, Group 1, Section 1, National Number 594400, with CIF G8580011, located at Calle de Velázquez 126, 4o-I, 28006, Madrid (Spain). For more information: www.confianzaonline.es. These General Conditions are governed by Spanish law.
Additionally, in compliance with the Alternative Dispute Resolution Law, we inform consumers that, as a member entity of Confianza Online, users may turn to Confianza Online for alternative dispute resolution under the Code of Conduct (Claim Form).
- If the dispute concerns electronic transactions with consumers or data protection within this scope, claims will be handled by the Confianza Online Mediation Committee, accredited for alternative consumer dispute resolution.
- If the claims concern digital advertising or data protection related to advertising, they will be submitted to the AUTOCONTROL Advertising Jury.
Additionally, you can access the European Union’s online dispute resolution platform via this link: EU Online Dispute Resolution Platform.
In accordance with Law 34/2002, of July 11, on Information Society Services and Electronic Commerce, the general information about the responsible party of this Site is provided at the beginning of these Terms of Use.
This legal notice was last updated on February 20, 2025.
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