Terms and Conditions

1. Acceptance of Terms

These Terms and Conditions, together with our Acceptable Use Policy and our Privacy Policy (together, these "Terms"), are an agreement between you and The Trinity Link, LLC, a Puerto Rico limited liability company, which offers wireless service under the Premio Mobile brand ("Premio Mobile", "we", "us", or "our"). They govern your use of our wireless service and of our website, mobile app, and related services (together, the "Service"). By activating the Service, paying for it, using it, or creating an account, you agree to these Terms. If you do not agree, do not use the Service. The details of your plan, including its price, features, and limits, are described on our plan pages and in your order confirmation. For price and plan features, those plan details control. For everything else, these Terms control. Our Privacy Policy, posted on our website, explains how we handle personal information and is part of these Terms.

2. Eligibility and Your Account

You must be at least 18 years old and able to enter a binding contract to open an account. You agree to give us accurate, current, and complete information, to keep it up to date, and to let us verify your identity, including by checking it against fraud-prevention and identity-verification services. You are responsible for keeping your account credentials, PINs, and passcodes confidential, and for all activity under your account, including use by anyone you allow to use your line or device. Tell us right away through the contact information in Section 21 if you think someone has used your account without permission. You may be responsible for charges and activity until you tell us. Unless your plan says otherwise, the Service is for personal use by the account holder and the people the account holder authorizes.

3. Our Service and Network Partners

Premio Mobile is a mobile virtual network operator (MVNO). We do not own a wireless network. Your calls, texts, and data are carried over the network of Liberty Puerto Rico. Premio Mobile is not owned by or affiliated with Liberty Puerto Rico. Your Service is also delivered with the help of other partners, including MVNX Link, LLC, which provides our billing and technology platform. We refer to Liberty Puerto Rico, MVNX Link, LLC, and our other service and wholesale partners together as our "Network Partners." Coverage maps and speed estimates are approximations. Actual coverage and speeds vary with terrain, buildings, weather, your device, your location, and network congestion, and we cannot guarantee that the Service will be available or error-free at any place or time. Roaming and international calling, texting, and data are available only if your plan says so. Our Network Partners may upgrade, change, or retire network technologies and may change how the network operates. Some changes may require you to replace or update your device, and we will give you notice when we can.

4. Plans, Billing, and Payment

Recurring Billing Unless your plan says otherwise, the Service is billed in advance for each billing period and renews automatically until you cancel. By giving us a payment method, you authorize us and our payment processor to charge it for your plan, for any add-ons you choose, and for taxes and fees, on each renewal date, and to keep charging it until you cancel. You are responsible for keeping your payment information current. Taxes and Fees Prices may not include taxes, government-mandated fees, and regulatory or cost-recovery fees, including the Puerto Rico sales and use tax (IVU) where it applies. Where these apply, we show them at checkout or on your bill. These amounts can change as laws and rates change.

Failed Payments If a payment fails, we may try your payment method again, and we may suspend or end the Service until your balance is paid. Late fees and reinstatement charges apply only if your plan terms disclose them. Billing Questions and Refunds If you believe a charge is wrong, contact us within 60 days of the charge so that we can review it. Except where your plan says otherwise or the law requires, charges are not refundable, and we do not prorate partial billing periods. Changes to Prices and Plans We may change our prices, plans, and features. For changes that increase what you pay or reduce what you receive, we will give you at least 30 days' notice. You may cancel before the change takes effect without a cancellation charge. Cancelling You may cancel at any time through your account or by contacting us using the information in Section 21. Unless your plan says otherwise, cancellation takes effect at the end of your current billing period and we will not bill you for later periods.

5. Activation, Devices, and Number Porting

To use the Service you need a compatible, unlocked device. You are responsible for confirming that your device works with the Service before you buy or activate it. We may ask you to verify your identity before we activate a SIM or eSIM or make changes to your account. If your device or SIM is lost or stolen, tell us right away so that we can suspend the line. You may be responsible for charges incurred before you tell us. If you bring your number from another provider, you authorize us to request the transfer on your behalf. Keep your service with the other provider active until the transfer is complete, and give us accurate account information. Transfer times depend on both providers. If you move your number away from us, we will verify your identity first and may take extra steps to protect you from unauthorized transfers, as federal rules require. You do not own your phone number. Numbers are subject to the rules that govern them, and we may need to change your number if a Network Partner or a regulator requires it. We will give you notice when we can.

6. Usage and Network Management

Your plan sets the amounts of data, hotspot use, and other features included. When you reach a limit, we may slow, restrict, or stop the affected feature, or charge for more, as your plan describes. During times of congestion, customers who use large amounts of data may see slower speeds than other customers. We and our Network Partners may use reasonable network management practices to protect the network and keep it fair for everyone, and speeds are not guaranteed. Unless your plan says otherwise, the Service is intended for ordinary personal use on a device you hold. Use that looks like an attempt to use the Service for a purpose it was not designed for may be limited or ended under Section 11.

7. Emergency Services (911)

You can call 911 from your wireless device, but wireless 911 works differently from 911 on a traditional landline. The location information that reaches the 911 center may not be precise, so always be ready to tell the operator exactly where you are. If you use Wi-Fi calling, you must register and keep current the address where you are, because that is the address emergency responders will be sent to. Update it whenever you use Wi-Fi calling from a new place. Your device needs power and a signal to reach 911. Calls and texts may fail during a power outage, a network outage, or when coverage is weak, and keeping your device charged is your responsibility. This matters especially during hurricanes and other severe weather, when power and network outages are more likely. Text-to-911 is not available everywhere, so call if you can. You can also call or text 988 to reach the Suicide and Crisis Lifeline. Do not rely on the Service as your only way to reach emergency help. Wireless Emergency Alerts are delivered through the network and depend on your device and location.

8. Messages and Communications Consent

By giving us your phone number and email address, you agree that we may contact you about your account and the Service, including activation, billing, security alerts, service changes, and support. To the extent the law allows, these messages may be sent by text, email, app notification, or phone call, and may use automated technology, an artificial or prerecorded voice, or an AI-generated voice. We will tell you when you are speaking with an automated system or an AI-generated voice, and you may ask to speak with a person at any time, as Section 9 describes. We send marketing messages only if you agree to receive them. You do not have to agree to marketing to buy or use the Service, and you can withdraw your agreement at any time by replying STOP to a text or using the unsubscribe link in an email. Reply HELP to a text for help. Opting out of marketing does not stop account and service messages. Message and data rates may apply depending on your plan, and how often you receive messages varies. If you speak with our customer care team, the call may be monitored or recorded for quality and training. We will tell you when a call is being recorded as the law requires.

9. AI Assistants and Automated Systems

We may use artificial intelligence (AI) tools to help provide the Service, including AI-powered chat assistants, virtual agents, voice assistants, and automated support tools (together, "AI Assistants"). This section explains how AI Assistants work and what you can and cannot rely on. Our Privacy Policy explains how we handle personal information in connection with AI. Knowing When You Are Dealing with AI When you chat or speak with an AI Assistant, we will tell you that it is an AI and not a person. You may ask at any time to speak with a person. We will connect you to a member of our customer care team as soon as reasonably possible during our support hours. Whenever you ask for a person, we will not make you go through an AI Assistant first, beyond the steps needed to route your request. Accuracy and Limits of AI Assistants AI Assistants can make mistakes. They may give answers that are incomplete, out of date, or wrong. Check anything important, such as your price, your plan details, your billing date, or your coverage, against your account, your plan pages, and these Terms. If an AI Assistant tells you something that conflicts with your account, your plan details, or these Terms, your account, your plan details, and these Terms control. An AI Assistant cannot change these Terms, change your plan or price, waive a fee, or promise a credit or a refund. A change or promise is binding only when it is confirmed in your account or in a written message from us that comes from an authorized member of our team. An AI Assistant does not give legal, financial, tax, medical, or other professional advice, and you should not rely on it for that purpose. Do not use an AI Assistant to reach emergency services. If you need help in an emergency, call 911, as Section 7 describes. Information You Share with AI Assistants Do not share your full Social Security number, full payment card number, bank account number, or account password with an AI Assistant in a chat or on a call. We will never ask you for your password through an AI Assistant. For actions that need your identity verified, such as a SIM change or a number transfer, we will use the secure verification methods described in our Privacy Policy and our account tools. We may record, keep, and review your conversations with AI Assistants, including chat transcripts and call recordings. People on our team and our service providers may review them to answer your request, to prevent fraud, to check quality, and to train and improve our own tools, as our Privacy Policy describes. We do not use your personal information to train third-party or publicly available AI models. Automated Decisions and Human Review We may use automated systems to help detect fraud, protect accounts, and spot abuse of the Service. If an automated system flags your account, we may take limited protective steps, such as asking you to verify your identity or pausing a risky change. We do not end your Service based only on an automated flag. You may ask for a person to review any decision that affects your Service or your account, and you can do so using the contact information in Section 21 or the steps in our Privacy Policy.

AI Calls and Messages From Us If we contact you using an AI-generated voice or an automated system, we do so only as Section 8 and the law allow. You can opt out of marketing calls and texts at any time as Section 8 describes. Your Use of AI with the Service You may not use AI tools in ways our Acceptable Use Policy prohibits. This includes using AI-generated voices or synthetic media to impersonate a person or to deceive someone, using AI or other automated tools to attack, probe, or manipulate our AI Assistants or systems (for example, by trying to extract other customers' information or to override the limits described in this Section), and using AI or automated tools to circumvent usage limits, billing, or other controls on the Service.

10. Acceptable Use Policy

Your use of the Service must follow our Acceptable Use Policy, which is posted on our website and is part of these Terms. It prohibits, among other things, illegal and abusive conduct, spam and deceptive communications, network and traffic abuse, and security violations. We and our Network Partners may investigate suspected violations and may limit, block, suspend, or end the Service as that policy and Section 11 describe. To report abuse or a suspected violation, contact us at info@premiomobile.co.

11. Suspension and Termination

You may stop using the Service and cancel your account at any time, as described in Section 4. We may suspend, limit, or end the Service, or close your account, if: (a) you do not pay what you owe; (b) you violate these Terms, including the Acceptable Use Policy; (c) we suspect fraud or unauthorized use; (d) you give us false or misleading information; (e) the law, a regulator, or a court requires it, or a Network Partner directs us to; or (f) we stop offering the Service or the plan you are on. Where we can reasonably do so and the circumstances allow, we will give you notice first. When the Service ends, you lose access to it, and any amount you owe becomes due. Except where the law or your plan says otherwise, we do not refund amounts you have already paid. Your phone number may be released and later given to someone else. If you want to keep your number, move it to another provider before you cancel. We will handle your information as our Privacy Policy and the law provide.

12. Privacy and CPNI

Our Privacy Policy describes the personal information we collect, how we use and share it, and the choices you have, including how we protect customer proprietary network information (CPNI), the information about your use of the Service that federal law requires us to keep confidential. We may be required to disclose information in response to valid legal process or in an emergency, as described in the Privacy Policy.

13. Intellectual Property

The Service, our website, and our app, including their software, design, text, and graphics, belong to The Trinity Link, LLC, MVNX Link, LLC, or their licensors and are protected by intellectual property law. The Premio Mobile name and logos are brand assets of The Trinity Link, LLC. We give you a limited, non-exclusive, non-transferable, revocable license to use the website and app for your own use of the Service. You may not copy, modify, reverse engineer, scrape, or create derivative works from them, or remove any ownership notices. Names and logos of MVNX Link, LLC, Liberty Puerto Rico, and our other Network Partners belong to their owners, and these Terms give you no right to use them. If you send us feedback, we may use it without restriction or payment to you.

14. Third-Party Services

The Service may let you reach third-party websites, apps, content, and services, and your device manufacturer, operating system provider, and app stores have their own terms. We do not control them and are not responsible for them, and any charges they make are yours to pay. Review their terms and privacy practices before you use them.

15. Disclaimers

TO THE MAXIMUM EXTENT PERMITTED BY LAW, THE SERVICE, OUR WEBSITE, AND OUR APP ARE PROVIDED "AS IS" AND "AS AVAILABLE." WE AND OUR NETWORK PARTNERS DISCLAIM ALL WARRANTIES, WHETHER EXPRESS, IMPLIED, OR STATUTORY, INCLUDING IMPLIED WARRANTIES

OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE, AND NON-INFRINGEMENT. WE DO NOT PROMISE THAT THE SERVICE WILL BE UNINTERRUPTED, ERROR-FREE, SECURE, OR AVAILABLE EVERYWHERE, THAT ANY SPEED OR COVERAGE WILL BE ACHIEVED, OR THAT CALLS, TEXTS, OR DATA WILL ALWAYS BE DELIVERED. Some jurisdictions do not allow certain disclaimers, so some of this section may not apply to you.

16. Limitation of Liability

TO THE MAXIMUM EXTENT PERMITTED BY LAW, NEITHER THE TRINITY LINK, LLC, MVNX LINK, LLC, NOR OUR OTHER NETWORK PARTNERS, NOR THEIR OFFICERS, EMPLOYEES, OR AGENTS, WILL BE LIABLE FOR ANY INDIRECT, INCIDENTAL, SPECIAL, CONSEQUENTIAL, OR PUNITIVE DAMAGES, OR FOR LOST PROFITS, LOST DATA, OR LOST BUSINESS OPPORTUNITY, ARISING OUT OF OR RELATING TO THE SERVICE OR THESE TERMS, EVEN IF WE HAVE BEEN TOLD THEY ARE POSSIBLE. THIS INCLUDES HARM FROM SERVICE INTERRUPTIONS, DELAYED OR UNDELIVERED MESSAGES, INACCURATE LOCATION INFORMATION, AND FAILED OR DELAYED EMERGENCY CALLS. TO THE MAXIMUM EXTENT PERMITTED BY LAW, THE TOTAL LIABILITY OF THE TRINITY LINK, LLC, MVNX LINK, LLC, AND OUR OTHER NETWORK PARTNERS, TAKEN TOGETHER, FOR ANY CLAIM ARISING OUT OF OR RELATING TO THE SERVICE OR THESE TERMS WILL NOT EXCEED THE AMOUNT YOU PAID FOR THE SERVICE IN THE THREE (3) MONTHS BEFORE THE EVENT THAT GAVE RISE TO THE CLAIM. These limits do not apply to liability that the law does not allow to be limited, including liability for fraud or willful misconduct. Some jurisdictions do not allow certain limits on liability, so some of this section may not apply to you.

17. Indemnification

To the extent the law allows, you agree to defend, indemnify, and hold harmless The Trinity Link, LLC, MVNX Link, LLC, our other Network Partners, and their officers, employees, and agents from any third-party claim, loss, liability, or expense (including reasonable attorneys' fees) arising out of your violation of these Terms, including the Acceptable Use Policy, your violation of the law, or your use of the Service in a way that harms another person.

18. Governing Law and Dispute Resolution

These Terms are governed by the laws of the Commonwealth of Puerto Rico and applicable federal law, without regard to conflict-of-laws principles. If you have a problem with the Service or a charge, please contact us first at info@premiomobile.co so that we can try to resolve it. If we are not able to resolve it within 30 days, either of us may bring a claim. Except for claims that may be brought in small claims court, any dispute arising out of or relating to these Terms or the Service must be brought in the courts of the Commonwealth of Puerto Rico sitting in San Juan or in the United States District Court for the District of Puerto Rico, and you and we consent to those courts' jurisdiction and venue. Nothing in these Terms limits your right to file a complaint with the Federal Communications Commission, the Puerto Rico Telecommunications Bureau (Negociado de Telecomunicaciones de Puerto Rico), the Puerto Rico Department of Consumer Affairs (DACO), or a state attorney general, or any other right that the law does not allow to be limited.

19. Changes to These Terms

We may update these Terms from time to time to reflect changes in the Service, our practices, or the law. We will post the updated Terms with a new effective date. For material changes, we will give you at least 30 days' notice, for example by email or through our app, before the change takes effect. If you continue to use the Service after a change takes effect, you accept the updated Terms. If you do not agree to a change, you may cancel before it takes effect.

20. General Provisions

Entire Agreement These Terms and your plan details are the entire agreement between you and Premio Mobile about the Service and replace any earlier understandings about it.

Severability and No Waiver If a provision of these Terms is found to be unenforceable, it will be changed to the minimum extent needed to make it enforceable, and the rest of these Terms will stay in effect. If we do not enforce a provision, we have not given up the right to enforce it later. Assignment You may not assign or transfer these Terms or your account without our written consent. We may assign these Terms, including in connection with a merger, acquisition, financing, or sale of assets. Events Beyond Our Control Neither we nor our Network Partners are responsible for delay or failure caused by events beyond our reasonable control, including hurricanes and other natural disasters, power or network outages, acts of government, labor disputes, and failures of third-party networks or services. Third-Party Beneficiaries MVNX Link, LLC and our other Network Partners are intended third-party beneficiaries of Sections 3, 9, 10, 15, 16, and 17 and may enforce them directly. Except for them, these Terms do not give any rights to anyone who is not a party. Notices We may give you notice by email, through our app or website, through a message on your bill, or by text. Please keep your contact information current. Language These Terms are written in English. If we provide a translation, it is for your convenience, and the English version controls to the extent the law allows. Survival Sections that by their nature should continue after the Service ends, including those on payment obligations, intellectual property, disclaimers, limitation of liability, indemnification, and dispute resolution, will continue.

21. Contact Us

If you have questions about these Terms or need help with your account, please contact us: Premio Mobile, a brand of The Trinity Link, LLC Attn: Customer Support Metro Office Metro Parque 7, Suite 204, Guaynabo, Puerto Rico 00968 Email: info@premiomobile.co