Refund & Cancellation Policy
Last Updated: October 20, 2026 • Governed by Spanish General Consumer Defense Law (RDL 1/2007) & EU Directive 2011/83/EU
Statutory EU withdrawal right on unconsumed packages within 14 calendar days of ordering.
Zero lock-in contracts. Stop or pause monthly subscriptions anytime before the next billing cycle.
Refunds are credited directly back to your original payment card within 5 to 10 business days.
1. Statutory 14-Day Right of Withdrawal (Derecho de Desistimiento)
In accordance with Article 102 of the Spanish Royal Legislative Decree 1/2007 (General Consumer Defense Law) and Directive 2011/83/EU of the European Parliament and of the Council, consumers purchasing services online have the right to withdraw from the contract within fourteen (14) calendar days from the date of initial purchase without penalty and without giving any reason.
If you exercise your statutory right of withdrawal within this 14-day window, SolFi Telecom Iberia, S.L. will reimburse all payments received from you, including initial setup fees, within a maximum of 14 calendar days from the date we receive notice of your withdrawal.
2. eSIM Refund Criteria & Device Incompatibility
- The eSIM QR code has not been scanned or activated onto any device.
- Technical device incompatibility: If your handset is carrier-locked by your home operator or fails eSIM installation despite manufacturer specs, our support team will verify and issue an immediate 100% refund.
- Failure of service: If technical provisioning issues prevent mobile data delivery on the host Spanish network.
- More than 14 calendar days have elapsed since initial purchase.
- The allocated high-speed data quota has already been substantially consumed.
- Intentional misuse or fraudulent requests in violation of Spanish Law 25/2007.
3. Physical SIM & 5G Router Returns
For orders containing physical items (physical SIM cards or optional 5G Wi-Fi routers):
- Physical SIM Cards: May be returned within 14 calendar days provided the SIM chip card remains unpunched and attached to its original plastic carrier frame.
- 5G Routers & Hardware: May be returned within 14 calendar days in its original packaging with all included cables, power adapters, and documentation undamaged.
- Return Address: Physical returns must be posted to our registered office:
SolFi Telecom Iberia, S.L. — Returns Dept.
Calle Víctor Chávarri, 19, Puerta 11, Despacho 11, 33001 Oviedo, Asturias, España
4. Cancellation & Contract Commitment Terms
SolFi operates on clear, transparent commitment terms tailored to each service type:
All standalone 5G mobile data plans (eSIM and physical SIM) have zero commitment period (sin permanencia). You can pause or cancel your recurring subscription at any time prior to your next billing cycle with zero penalty or exit fees. Your service remains active until the end of the paid 30-day period.
Home Fibre broadband installations include a standard 12-month commitment (compromiso de permanencia de 12 meses). This 12-month agreement enables SolFi to provide the professional optical technician installation and high-performance Wi-Fi 6 Smart Router completely free of charge (€0 upfront setup cost).
- Free Relocation Transfer: If you move apartments or relocate within Spain during the 12-month term, we will transfer your fiber connection to your new address free of charge.
- Early Termination: In the event of voluntary termination prior to the completion of the 12-month commitment, a pro-rated equipment and installation cost recovery fee applies, calculated proportionally to the remaining unfulfilled months in accordance with Spanish Consumer Defense Law (RDL 1/2007) and CNMC telecom directives.
5. How to Request a Refund
To initiate a refund, simply send an email to our dedicated support desk:
Refund Request • [Your Order Number]Please include your order number (e.g. SOL-XXXXXX) and the email address used during checkout. Our team will review and confirm your request within 24 business hours. Approved refunds are credited directly back to the original card or payment wallet via Stripe within 5 to 10 business days.