Use of the eSimFLAG digital support channels constitutes acceptance of these Terms and Conditions of Use, which the customer of TELEFÓNICA MÓVILES ESPAÑA, S.A.U. (hereinafter, "eSimFLAG") acknowledges having read, understood and accepted.

These Terms and Conditions govern the support provided through the digital channels made available by eSimFLAG to users for handling enquiries and providing assistance with the purchase process, comprising:

The customer service via WhatsApp (hereinafter, "WhatsApp"), which enables users to interact with eSimFLAG to resolve enquiries, receive assistance during the purchase process and, where applicable, obtain additional support in accordance with the functionalities available at any given time.
The web chat service available at https://www.esimflag.com (hereinafter, the "Chat"), which enables users to interact with eSimFLAG to resolve enquiries, receive assistance during the purchase process and, where applicable, obtain additional support in accordance with the functionalities available at any given time. The Chat does not replace the customer service channels provided for in eSimFLAG's contractual conditions, nor does it constitute, in itself, a formal channel for managing incidents or complaints.

These channels enable communication between:

The Customer and eSimFLAG.
Individuals who are not eSimFLAG customers, who contact eSimFLAG through these channels or who require assistance to complete their contract with eSimFLAG (hereinafter, "Non-Customers").

Both the Chat and the WhatsApp support service use Artificial Intelligence (AI) to provide automated responses to users' enquiries about the eSimFLAG website. The responses are provided for information purposes only and are intended to provide general information about the eSimFLAG website and/or the products offered through it, as well as, where applicable, to facilitate the purchase of those products and services that eSimFLAG may make available from time to time. If the user wishes to speak with an agent, they can expressly request this through the Digital Channel.

To use the Digital Channels, you need to have internet access. Any customer or user requesting assistance from eSimFLAG through these channels must first accept these Terms of Use.

Customers are informed that they may stop using the Digital Channels at any time should they so wish.

Notwithstanding the foregoing, eSimFLAG informs users that:

If you are a Customer, your data will be processed in accordance with the eSimFLAG Privacy Policy.
If you are not a Customer, your data will be processed to address the queries you submit.

The basic information is contained in this clause. The full content of this clause can be consulted on the website https://www.esimflag.com/es/politica-de-privacidad or via the email address help@esimflag.com and/or the chat service set up for this purpose on the website.

At eSimFLAG, we will process the Customer's data to provide the contracted service, with the aim of offering the best possible service and the highest quality, all in accordance with the terms set out in the Privacy Policy. The personal data needed to implement the contract that the customer provides when signing up, along with the data obtained when providing the Service, as well as through customer service and marketing channels, will be included in computerised personal data files owned by eSimFLAG.

If you are not yet an eSimFLAG Customer, we will process your data to provide you with the information you have requested through our customer service channels. The personal data necessary to implement the service that a potential customer provides at this time will be included in computerised personal data files owned by eSimFLAG. In addition to the processing described in the privacy policy, by accepting these terms and conditions of use of the Service, the eSimFLAG customer is informed and authorises eSimFLAG to specifically process their identification data, commercial information, economic, financial and insurance data, transactions, traffic and bill data, as well as data relating to the customer's purchase of products and services, all of which are necessary to implement the contract and provide the Service.

Users are also informed that, for the operation of the Digital Channels, their activity and the messages they send may be analysed in order to assess the quality of the service we provide and the usability of these channels. eSimFLAG may, on the other hand, commission trusted suppliers to process data in connection with any of the purposes indicated in the Privacy Policy. The updated list of categories of these providers, as well as those who carry out international data transfers in the course of their duties, is included in the Privacy Policy published at www.esimflag.com/es/politica-de-privacidad. Likewise, eSimFLAG guarantees that it will take the necessary measures to ensure the confidential treatment of such data and informs you that you may exercise your rights of access, rectification, erasure, restriction, objection and portability by sending an email to TE_datos@telefonica.com.

These Terms and Conditions may be updated at any time. Such updates will be publicly announced by eSimFLAG in all cases and will be communicated directly to the customer or user if they affect their rights and freedoms. In particular, in order to reflect changes in the service and the environment in which it is provided, these Terms and Conditions may be amended for the following reasons:

Strategic and business decisions aimed at improving operational efficiency, service quality or the customer experience, including changes to the customer support model, provided that these comply with applicable legislation.
Changes to the customer support model resulting from the introduction of new digital channels or the discontinuation of existing ones, the prioritisation of specific interaction channels (such as the app, the website, chat or automated channels), or the reorganisation of support mechanisms.
Technological adaptations resulting from the implementation of new solutions, tools or support systems (including artificial intelligence, automation or enhancements to digital platforms), as well as from the obsolescence or replacement of existing technologies.
Operational and security requirements, including improvements to incident management, fraud prevention, information security and the strengthening of cybersecurity across the digital channels.
Legislative or regulatory changes, as well as changes in the interpretation of applicable laws by the competent authorities or in administrative or judicial decisions affecting the provision of the service or the use of the digital channels.

Any notices, amendments and other communications from eSimFLAG to the Customer relating to these Terms shall be provided with the notice period required by law, using one of the following methods, as appropriate: (a) information on the bill; (b) by post or email to any of the addresses that the Customer provides to eSimFLAG; (c) by telephone to the Customer's or user's telephone number(s); and/or (d) by SMS.

Continued use of the Digital Channels following notification of such changes shall constitute acceptance of those changes.