T&C

Refund and Returns Policy

Overview

If you are not having a good experience with MIOWIFI, please let us know!

Our service generally runs smoothly, but if the router was not delivered on time, if the router is damaged, or if you experience connection problems, we can provide you with a full or partial refund.

Conditions apply in each case, so be sure to review our terms below.

These cancellation and refund terms apply to all purchases made through the http://miowifi.com online store without exception.

When can you request a refund?

  • If you regret the purchase or rental. In this case, if the router has already been shipped, the shipping costs cannot be refunded. The return costs in case of purchase of the router are borne by the customer.
    In order to make a return, the item must be unused and in the same condition in which it was received. It must also be in its original packaging.
  • If the router was delivered to the designated delivery address after you have left on a trip, we can provide you with a full refund.
  • If the delivered router is damaged and has malfunctions, we can provide you with a partial or full refund, according to the specific case.
  • If the router has a problem connecting to the local network in the country you are visiting due to a problem with MIOWIFI or with the local cellular operator, we can provide you with a partial or full refund, according to the specific case.

In all cases:

  • If the router never connected to the Internet, we can provide a full refund.
  • If the router stopped working or only worked temporarily, we can provide a partial refund for the number of days you were without Internet connection, discounting the days you were connected.

When will we not issue a refund?

We cannot issue a refund in the following cases:

  • if we have verified in our system that there was good data usage on all rental days.
  • if our system verifies that the router was used in an area where there is no cellular signal, such as small towns, in the mountains, on a cruise ship, in enclosed buildings where the local carrier’s antennas do not reach or at events with many people.
  • if it is claimed that the connection speed is not good and we verify that there is good daily data consumption. The quality of the connection is always related to the volume of data consumed. Remember that MIOWIFI operates with “throttling”, which means that there is a daily limit of high speed data consumption. Usually 500MB of high speed 4G and then the speed drops.
  • if we verify that the equipment has been damaged or wet by the user. In such a case the terms and conditions of this website apply.
  • in any other case not specified on this page.

How to request a refund?

To process the refund you must first contact our support team to report the problem and see if it can be solved.

To do this you can send an email to [email protected] with the Subject: Refund – Order Number.

In the email provide information and screenshots so that our team can evaluate and identify the problem.

Our support team is available 24 hours a day, 7 days a week and we generally respond within one hour.

If the problem cannot be solved, MIOWIFI will provide a partial or full refund of your order.

When will the refund be made?

You should consider that our response time for a refund is 3 to 5 business days.

In case the problem was with the delivery and you were unable to travel with the router, the refund will be processed immediately.
In case the problem originated with the router in your possession, the refund will be processed once the router is received in our warehouse.

How will the refund be processed?

Once you have received an affirmative answer from us regarding the refund, the corresponding credit note will be issued and the agreed amount will be refunded to the same credit card you used to make the payment. Depending on your bank, it may take 15 to 30 business days for the payment to be credited.

Alternatively, we can offer a credit in our store for another purchase in the future.

Exchanges

We only exchange items if they are defective or damaged within the Warranty period of 12 months from the date of purchase. Each case will be evaluated by our team to verify that it meets the warranty conditions.

To request an exchange you must send us an email to [email protected] with Subject: Exchange – Order Number.

We will reply with shipping and exchange instructions.

Shipping returns or exchanges

To return your product, you must mail it back to us.

You will be responsible for paying your own shipping charges to return your item. Shipping charges are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

We recommend using a trackable shipping service or purchasing shipping insurance. We do not guarantee receipt of the returned item.

For assistance, please contact us on our online chat or by email at [email protected]