This page gathers what Mi Número Local already states in its Terms of Use, FAQ and product pages about refunds and cancellations. It adds no new rules: anything not yet defined is marked.
1. SUMMARY
- Mi Número Local reserves the right to issue refunds or credits at its discretion.
- It refunds the amount of any unused product to anyone not satisfied with the service, provided the claim arrives within 60 days of the purchase date.
- Each case is reviewed with the point of sale and answered with a replacement, credit or refund of the corresponding amount.
2. TOP-UPS
If the top-up was not delivered, write to us and we will review your case; depending on the case there may be a refund. If it was already delivered, it cannot be reversed.
If a refund applies, the money goes back to the card used for payment or, if the customer prefers, stays as credit in their account for another purchase. The customer chooses.
3. MARKET ORDERS
3.1 Product unavailable: if a product is unavailable after the order is confirmed, you will be informed and, at your choice, an equivalent product will be offered or the product amount and its shipping refunded.
3.2 Damaged, incomplete or undelivered product: report it through our support channels with the order number and, when possible, a photo. We review each case with the point of sale in Cuba and respond with a replacement, credit or refund of the corresponding amount.
3.3 Food and perishable products: cannot be returned once delivered, unless they arrive in poor condition.
3.4 Processing fee: when a refund applies, the processing fee is returned together with the product.
4. CLAIM WINDOW
The refund policy only applies to claims received by Mi Número Local within 60 days of the purchase date. This window also applies to damaged, incomplete or undelivered products.
5. PROMOTIONS AND DISCOUNTS
Any promotion or discount applied to an order that is refunded will be deducted from the refund amount.
6. NO-REFUND CASES
- In case of any fraudulent use of the service, Mi Número Local is not obliged to issue refunds or give any compensation.
- Mi Número Local is not responsible if the cardholder's issuing bank does not authorize the transactions.
- Top-ups that were already delivered cannot be reversed.
- Perishable products cannot be returned once delivered, unless they arrive in poor condition.
7. PLANS AND CALLS: CANCELLATION
The Customer may cancel the contract at any time at no cost; however, the service is purchased for a full calendar month, so the full monthly service for the month it ends must be paid. The cancellation must be sent in writing at least 15 days before the end of the month in which the notice is given.
If you cancel late (after 15 days of your plan cycle) there is an additional $5.00 charge. You also agree to pay an extra charge equal to the value of the chosen plan if you cancel that plan (Terms, 2.2 and 2.3).
8. HOW TO CLAIM
Refunds are handled only by our support team; they cannot be requested from the website or the app. Call us or message us on WhatsApp at +1 (305) 500-2400 with the order number and, if applicable, a photo.
See also the Terms of use.