This document outlines the terms and conditions for Walmart Family Mobile service. It is crucial to understand these terms as they affect your legal rights and usage of the service. This agreement includes details on dispute resolution through arbitration and your consent to receive communications from Walmart Family Mobile. For any inquiries or assistance related to your Family Mobile Customer Number or service, please contact customer care.
I. Agreement to Arbitrate Disputes: Resolving Issues with Your Family Mobile Customer Number and Service
This section details the process for resolving any disagreements you may have with Walmart Family Mobile. It’s important to understand this, especially concerning issues related to your family mobile customer number or account.
Binding Agreement. Please carefully read these Terms and Conditions of Service, Agreement to Arbitrate Disputes, and Express Written Consent to Receive Communications from Walmart Family Mobile (“Agreement” or “Terms and Conditions”). This document constitutes a legally binding agreement between you and TracFone Wireless, Inc. d/b/a Walmart Family Mobile (“Walmart Family Mobile”), a Delaware corporation based in Miami, Florida. Walmart Family Mobile is a registered trademark of Verizon Trademark Services, LLC, a Verizon company.
To enter into this Agreement, you must be of legal age in your state of residence. Unless otherwise specified in this Agreement, federal law and the laws of the state where your wireless phone number’s area code was located when you accepted this Agreement will govern this Agreement and any disputes. This applies regardless of conflict of law rules of that state.
Acceptance of Terms and Conditions. You agree to these Terms and Conditions when you perform any of the following actions earliest: (i) receiving notice or a copy of these Terms and Conditions; (ii) providing written or electronic signature, or oral acceptance to Walmart Family Mobile; (iii) using a Walmart Family Mobile Product (“Product”) or Walmart Family Mobile Service (“Service”); (iv) activating or continuing Service; (v) registering Your Account with Walmart Family Mobile; (vi) using Your Service after activation; (vii) making any service changes; or (viii) paying for Your Service or any Product. For help or more details, reach out to Walmart Family Mobile Customer Care at 1-877-440-9758. This number is essential for any queries related to your service or family mobile customer number.
Walmart Family Mobile reserves the right to modify these Terms and Conditions at any time. Changes become effective and binding when posted on our website at myfamilymobile.com. Regularly check our website for the latest Terms and Conditions as they are subject to change. However, changes to the dispute resolution section will not apply to disputes that began before the change, unless you choose to apply them. For assistance or more information about your Walmart Family Mobile Product or Service, including inquiries about your family mobile customer number, please contact Walmart Family Mobile Customer Care at 1-877-440-9758.
I. Agreement to Arbitrate Disputes
Important Notice: Many customer issues can be quickly resolved by contacting our Customer Care Department at 1-877-440-9758. This is your first step for resolving any concerns, including those related to your family mobile customer number. If we cannot resolve your issue through Customer Care, you and Walmart Family Mobile agree to resolve disputes through arbitration or small claims court as described below.
BY AGREEING TO THESE TERMS, YOU ARE WAIVING YOUR RIGHT TO A COURT TRIAL OR JURY TRIAL FOR DISPUTE RESOLUTION. WHILE ARBITRATION PROCEDURES MAY DIFFER, AN ARBITRATOR CAN AWARD THE SAME DAMAGES AND RELIEF AS A COURT, AND MUST UPHOLD THE TERMS OF THIS AGREEMENT, SUBJECT TO THE LIMITS DETAILED BELOW. IF ATTORNEY’S FEES ARE LEGALLY ALLOWABLE, AN ARBITRATOR CAN AWARD THEM. BOTH PARTIES HAVE THE SAME DEFENSES AVAILABLE IN ARBITRATION AS IN COURT, INCLUDING STATUTES OF LIMITATIONS. WE BOTH AGREE TO THE FOLLOWING:
(1) FEDERAL ARBITRATION ACT APPLIES. This agreement is governed by the Federal Arbitration Act. Except for small claims court cases or as explicitly stated below, any dispute related to this Agreement, including its validity, enforceability, or scope (including this arbitration agreement itself), or arising from any equipment, products, and services you receive from us, advertising for these, or our collection efforts for amounts owed, including disputes with employees or agents, will be resolved by neutral arbitrators through the American Arbitration Association (“AAA”), as detailed in paragraph 2. You can also report issues to federal, state, or local government agencies, who, if legally permitted, can seek relief on your behalf. This arbitration agreement remains in effect even after your service ends.
(2) ARBITRATION LOCATION AND RULES. Unless you and Walmart Family Mobile agree otherwise, arbitration will occur in the county of your billing address. AAA’s Consumer Arbitration Rules will apply. You can find rules and fee information at www.adr.org or by contacting us. For claims of $25,000 or less, you can choose for arbitration to be based solely on submitted documents, or via a hearing in person or by phone. Alternatively, for claims within small claims court jurisdiction in your billing address state, either party can choose to bring an individual action in small claims court instead of arbitration. Furthermore, if arbitration claims could be brought in small claims court, either party may choose small claims court over arbitration before an arbitrator is appointed, by notifying the other party in writing. If this clause or the small claims court limitation is invalid, this clause is severable, and the matter proceeds in arbitration, but not as a class or collective action.
(3) NO CLASS OR COLLECTIVE ARBITRATIONS. This agreement prohibits class or collective arbitrations, even if AAA procedures or rules would allow them. The arbitrator can only award money or injunctive relief to the individual party seeking relief, and only to the extent necessary for their individual claim. Class, representative, private attorney general, or general injunctive relief claims are not allowed in arbitration under this agreement. A court, not an arbitrator, decides any questions about the enforceability or interpretation of this paragraph under applicable law.
(4) ARBITRATION NOTICE REQUIREMENT. If arbitration is sought, the initiating party must notify the other party in writing at least 60 days before starting arbitration. Notice to Walmart Family Mobile must be sent to: TracFone Wireless, Inc., Attn: Legal Department-Consumer Claims, 9700 NW 112 Avenue, Miami, Florida 33178. This notice must include sufficient detail to identify your account and allow claim assessment and resolution, including the Walmart Family Mobile wireless account holder name, the mobile telephone number, a claim description, supporting facts, claimed damages, and requested relief. Providing this information is mandatory before proceeding to arbitration and is intended to allow Walmart Family Mobile to make a fair settlement offer if desired. You may be represented by an attorney or another person, provided you submit authorization allowing us to discuss your account information with them, using the form at: https://www.tracfonewirelessinc.com/attorneyauthorizationform. A court will decide if this notice is sufficient before any arbitration demand is filed. If the dispute is unresolved after 60 days following your notice, either party can file for arbitration. We will reimburse AAA filing fees at arbitration conclusion if you fully participate. We also cover administrative and arbitrator fees. However, if the arbitrator deems your claim harassing or frivolous, you will reimburse Walmart Family Mobile for all arbitration-related fees. This process is essential for addressing any dispute, including those related to your family mobile customer number or account details.
(5) SETTLEMENT OFFERS. We may make a written settlement offer anytime before the arbitration hearing, but are not obligated to do so. The offer’s terms or amount will not be disclosed to the arbitrator until after they issue an award. If you reject the offer and the arbitrator awards you more than our offer but less than $5,000, or if we make no offer and the arbitrator awards you less than $5,000, we will pay $5,000 instead of the awarded amount. If the arbitrator awards you more than $5,000, we will pay only the awarded amount.
(6) COORDINATED ARBITRATION PROCEEDING. If 25 or more customers initiate dispute notices or court complaints with similar claims, and their counsel is the same or coordinated, the claims will proceed in a coordinated arbitration. Counsel for both sides will each select five cases for initial arbitration as a bellwether proceeding. Further similar claims will not be arbitrated until the first ten are resolved. If remaining cases aren’t resolved after the bellwether process, each side may select another five for a second bellwether proceeding. This continues until all claims are resolved via settlement or arbitration. Initiation of this process tolls all applicable statutes of limitations for each customer’s dispute until process completion. A court can enforce this paragraph, including injunctions against filings violating it.
(7) ARBITRATION AWARD LIMITATION. An arbitration award and any confirming judgment apply only to the specific case and cannot be used in other cases, except to enforce the award itself.
(8) SEVERABILITY. If a court finds the class arbitration prohibition, arbitrator authority limits in subsection (3), or the process in subsection (6) unenforceable under law for any dispute part, the arbitration agreement will not apply to that part, which may proceed in court after arbitration concludes or sooner, as the court requires.
(9) NO JURY TRIAL IN COURT. If a claim proceeds in court instead of arbitration for any reason, you and Walmart Family Mobile waive any right to a jury trial to the fullest extent permitted by law. You both unconditionally waive jury trial rights for any action, proceeding, or counterclaim related to this Agreement. This paragraph can be filed as written consent for a court trial in case of litigation.
II. Express Written Consent to Receive Communications from Walmart Family Mobile: Staying Informed About Your Family Mobile Customer Number and Service
This section explains your consent to receive communications from Walmart Family Mobile, which is important for staying updated on your service and any potential issues related to your family mobile customer number.
By agreeing to these Terms and Conditions, you expressly consent to and authorize Walmart Family Mobile and its affiliates, agents, and third-party representatives to contact you through written, electronic, or verbal means for any reason. This includes service information, reminders (service and payment), confirmations (payment and renewal), required notices, and marketing of all types, including offers, solicitations, and promotions. Contact methods include manual calling, prerecorded or artificial voice messages, text messages, push notifications, emails, and automatic telephone dialing systems. You agree that Walmart Family Mobile and its representatives may use any email address or phone number assigned to your Walmart Family Mobile Service to contact you, for any reason, now or in the future, regardless of whether you incur charges.
This consent is irrevocable, subject to your opt-out right described below, and is essential for Walmart Family Mobile to effectively manage your account and communicate important information related to your service and potentially your family mobile customer number when needed for identification. You can opt out of marketing communications at any time by writing to Walmart Family Mobile, Legal Department-Consumer Claims, 9700 NW 112 Avenue, Miami, Florida 33178; using opt-out or unsubscribe mechanisms in emails or SMS; or calling 1-877-440-9758. Written opt-out requests must include your name, Walmart Family Mobile phone number, device IMEI, and a statement opting out of marketing communications.
III. Terms and Conditions of Service: Utilizing Your Family Mobile Customer Number and Managing Your Account
This section outlines the general terms and conditions of your Walmart Family Mobile service, including activation, usage, and important details for managing your account, though it’s important to note that your family mobile customer number is not explicitly used for account management in the way described here, but rather your phone number and account details.
1. Activating Your Service
To use our Service, you must purchase and activate a Walmart Family Mobile phone (“Phone”) or a SIM Kit (“SIM Kit”) for activating a compatible phone you own under the Bring Your Own Phone program. Applicable taxes, fees, or surcharges from federal, state, or local governments may be charged at purchase. You also need to buy and redeem a wireless plan (a “Plan”) to activate your phone. For more information on Plans, visit www.myfamilymobile.com.
Activate your Service via our website, www.myfamilymobile.com, or by calling Customer Care from a different phone. If using a SIM Kit, follow included instructions. Upon activation, you’ll receive a phone number unless you choose to transfer (“port in”) a number from another provider. Number transfers are not always possible due to factors outside our control. Note that you have no ownership rights to any phone number, IP address, or identifier associated with your Service, and we may change these at any time without notice or liability. While you don’t own the number, it is your primary identifier for your service, not a separate family mobile customer number.
During activation, you can register and create an account (“Account”) with your name, address, email, and alternative contact number. Without registration at activation, obtaining call detail records requires a subpoena or court order.
Walmart Family Mobile Service is activated only where offered, available, and supported. The wireless networks for Walmart Family Mobile’s voice, text, and data services are operated by licensed commercial mobile radio service providers (“Carriers”), not Walmart Family Mobile.
Bring Your Own Phone. If activating your own phone, you are responsible for ensuring it is unlocked, Service-compatible, non-interfering, and compliant with all laws and regulations. Your phone must meet all federal standards. You are also responsible for purchasing and maintaining necessary hardware/software. Not all Service features are available on all Carrier networks or phones, including Bring Your Own Phone program phones. Some features in your phone’s manual may not function with our Service. Phones only capable of data service are prohibited, and using one will result in immediate service termination without refund.
All Service aspects, including Plan rates, offerings, features, functionality, and specs, are subject to change without notice. Talk and standby times are digital mode approximations. Plans have no cash value and are non-refundable. Plans are non-transferable to other accounts or brands owned by TracFone Wireless, Inc., or other providers. No refunds or discounts for (i) expired unused Service; (ii) unused Service on lost or stolen phones; or (iii) incompatible or unsupported Plans.
2. Using Your Service
Your Service operates after Plan purchase and redemption, as long as you have service days remaining in your Plan cycle. Plans include a set number of Service Days per cycle. Service continues until you reach your maximum minutes or data (if capped) and have Service Days left. Plan services (talk, text, data) vary and may change. Visit our website or call Customer Care for current Plan details and limitations. Retail Plan Service Cards contain a PIN for activation. Multi-line Plan Service Cards have separate PINs per line. If purchasing a multi-line plan at retail, redeem all PINs within 30 days of the first PIN redemption to avoid forfeiting unredeemed PINs’ value.
Renewing Service online or enrolling in Auto Pay with multiple lines on your Account with varying Service End Dates will result in proration to the earliest Service End Date. The line with the earliest date renews normally, extending service 30 days. Additional lines (2-5) are charged a prorated amount for the period until the first line’s Service End Date. In the next cycle, all lines renew on the same date.
If you transfer (“port out”) your number to another provider, you’ll need your Number Transfer Pin and account information. Once transferred, your Walmart Family Mobile Service immediately deactivates, forfeiting any unused Service days. Contact Customer Care for porting assistance. While porting, you may need to confirm account details, potentially referencing information associated with your family mobile customer number, though the phone number is the primary identifier.
3. Adding Lines of Service
Each single-line Account (“Line”) can add up to four additional service lines (“Additional Lines”). Adding an Additional Line requires purchasing and redeeming a separate Plan. Multiple Lines cannot share Service.
Although you can add multiple Additional Lines, the Account Renewal Date for all lines becomes the Renewal Date of the first activated line (“First Line”), regardless of when Additional Line Plans are purchased and redeemed.
For each Additional Line, you may receive an “Add a Line Discount” starting from your second monthly Plan Cycle, if you purchase Plans online, via our toll-free number, Auto Pay, or at a Walmart Money Center accepting Plan payments. Discounts do not apply to Plan cards bought at Walmart stores. The First Line must be active to qualify for Additional Line discounts.
Customers adding Additional Lines after their First Line who purchase their next Plan for Additional Lines by their Account Renewal Date receive a prorated discount in their second Plan Cycle, based on each Additional Line’s activation time, provided all Account Lines are active.
While the First Line never gets a discount, all Additional Lines under an Account receive applicable discounts if Plans are purchased timely (before Renewal Date) online, via our toll-free number, Auto Pay, or at a Walmart Money Center.
If an Additional Line’s Service lapses due to Plan non-purchase before the Renewal Date, you won’t get a discount on reactivation. Reactivation requires paying full Plan price. Upon reactivating, you get a full month of service, potentially extending past the First Line’s Renewal Date. Following the full month, if on Auto Pay or purchasing at a Walmart Money Center, your Account will be billed a prorated amount with prorated service to realign the Additional Line’s Renewal Date with the First Line. Subsequent timely Plan purchases for Additional Lines online, via our toll-free number, Auto Pay, or at a Walmart Money Center will qualify for discounts. Managing multiple lines might involve referencing details associated with your primary family mobile customer number if you encounter account-level issues.
4. Auto Pay
For recurring Plan purchases, enroll in Auto Pay by registering your credit/debit card and selecting Auto Pay on the Walmart Family Mobile website or by calling Customer Care. Auto Pay automatically purchases new Plans for all Account Lines monthly, three (3) days before your Renewal Date. You are charged automatically, including any Add a Line Discounts. All lines on your Account enroll and are charged on the same date when you enroll in Auto Pay. By enrolling, you consent to receive Auto Pay enrollment communications, including payment dates and unsuccessful payment notifications. Unsuccessful Auto Pay payments suspend Auto Pay. Making payment within ten (10) days using the same or a new card may resume Auto Pay enrollment for recurring Plan purchases. TracFone reserves the right to terminate Auto Pay at any time. For Auto Pay inquiries, you might need to provide information related to your account, potentially including details that could be linked to your family mobile customer number.
5. Termination of Service
Either party can terminate this Agreement at any time. Termination immediately ends your Service, which can be reactivated subject to accepting the then-current Terms and Conditions. Unused Service at termination is non-refundable and non-transferable.
We may terminate this Agreement anytime without notice if we stop providing Service in your area. We may also interrupt, suspend, cancel, or terminate your Service immediately without notice for conduct violating these Terms and Conditions, including:
(i) Abusive, vulgar, derogatory, intimidating, or harassing language or conduct towards Walmart Family Mobile representatives, officers, employees, agents, or authorized retailers.
(ii) Using Service for unlawful, fraudulent, or illegal purposes.
(iii) Using Service in a way that negatively impacts the Service or Carrier’s network.
(iv) Violating any Term or Condition of this Agreement.
Terms intended to apply post-termination will survive, including liability limitations, warranty disclaimers, dispute resolution procedures, Product/Service use restrictions, and our Limited Warranty, Return Policy, and Privacy Policy. If you have service termination issues, contacting customer service and providing your account information, possibly linked to your family mobile customer number, might be necessary.
6. Unauthorized Use of Service
Your Service (voice, text, data) is for purposes not excessively contributing to network congestion: (a) person-to-person voice calls, (b) text and picture messaging, (c) web browsing, email, ordinary content downloads/uploads, video/audio streaming, and (d) Voice over Internet Protocol (VoIP).
Prohibited unauthorized uses that harm other customers or the Carrier’s network, violate intellectual property rights, or breach trade/economic sanctions include:
(i) Continuous, uninterrupted voice calls or using voice service for monitoring, data transmission, broadcasts, recorded material transmission, network interconnection, telemarketing, autodialed/robocalls.
(ii) Automated text/picture messaging to mobile devices or email, including spam, unsolicited commercial/bulk texts/emails or facilitating their dissemination.
(iii) Uninterrupted, continuous web browsing, uploading, downloading, or audio/video streaming.
(iv) Server devices or host computer applications, including web camera posts/broadcasts, automatic data feeds, automated machine-to-machine/P2P file sharing.
(v) Substituting or backing up private lines or dedicated data connections.
(vi) Reselling internet connectivity via smartphone or mobile hotspot, or providing internet for crypto-mining or blockchain activities.
(vii) Using smartphone data meant for the smartphone to connect other devices (routers, jetpacks, modems, Smart TVs, computers, tablets, servers) or replacing home internet, except via limited mobile hotspot/tethering within Plan data limits.
(viii) Server devices or host computer applications broadcast to multiple servers/recipients enabling “bots” or similar routines that degrade network capacity/functionality.
(ix) “Auto-responders,” “cancel-bots,” or similar automated/manual routines generating excessive net traffic disrupting user groups or email use.
(x) Activities harming other users’ or systems’ ability to use Walmart Family Mobile services or internet resources, including viruses, malware, or denial-of-service attacks.
(xi) Unauthorized access to others’ information, accounts, devices, or penetration attempts into Walmart Family Mobile’s or other entities’ networks/systems.
(xii) Running software/devices maintaining continuous active internet connections when a computer would be idle, or “keep alive” functions.
We may investigate and request explanations for usage potentially violating these Terms and Conditions.
Unauthorized use may result in service suspension/termination at our discretion. We can interrupt, suspend, cancel, or terminate Service to protect the Carrier’s network from harm, including excessive/unauthorized use. We may presume unauthorized use if you exceed 43,200 voice minutes, 30,000 texts (or 3,000 in 24 hours), place unusually long calls, or your data, talk, or text usage disrupts the Carrier’s network or customer service levels in a 30-day period. If your service is flagged for unauthorized use, you may need to contact customer service and verify your account, potentially using details linked to your family mobile customer number.
7. Text Messaging
Walmart Family Mobile generally does not participate in Premium SMS services or campaigns. Premium SMS involves texting to “short codes” or buying SMS services outside of Walmart Family Mobile for voting, charity donations, opinions, games, or interactive TV.
Avoid unauthorized Premium SMS services/campaigns. Texts to unauthorized “short codes” likely won’t go through. Charges from unauthorized Premium SMS attempts are non-refundable.
8. International Long Distance
Customers can add international long distance voice service (“ILD Service”) by purchasing an Extras Pack card providing ILD and international roaming (“ILD Card”). Walmart Family Mobile’s ILD Service allows calls to select international locations. Check our website for location availability and rates, which are subject to change without notice. Calls are billed in one-minute increments, rounded up. Call charges are rounded to the next penny. Charges are based on rates at call time.
The ILD Card also enables international roaming in Canada, Mexico, and the Dominican Republic. See Section 11 for roaming details.
An ILD Card requires another Plan to function. Multiple ILD Cards can be added per Line. ILD Service works only when your Service is active. ILD Cards have no Service Days and don’t extend your Renewal Date. ILD Cards don’t activate Service or provide service without a Plan purchase and redemption.
ILD Service is not a substitute for regular international calling. It doesn’t cover all destinations or countries, excluding high-cost wireless/landline, non-geographic, and premium numbers. ILD Service is not for US intrastate dialing, 500, 700, 800, 888, 877, 866, 855, 900, 976, 411, 555 area codes, or toll-free, operator-assisted, third-party billed, directory assistance, or collect calls.
9. Data Services
Most Walmart Family Mobile Plans include data services. Data Usage occurs whenever your phone connects to the network and transmits data, including (i) using browsers or apps (including installations/updates), (ii) sending/receiving content (emails, documents, pictures, MMS), or (iii) any data access or connection initiated.
Some Plans include a fixed amount of high-speed 4G, 4G LTE, or 5G data, depending on the Plan. After the high-speed data limit, speeds reduce to as low as 64 kbps for the Plan cycle remainder. High-speed data resets each new Plan cycle; unused data does not roll over. Unused data/Service Days are lost upon starting a new Plan cycle without refund or credit.
Reduced data speeds may affect some data applications like streaming or web browsing. 4G/4G LTE/5G networks are not available on all devices or everywhere. They require a capable device and SIM card. Actual availability, coverage, and speeds may vary. Data over Wi-Fi does not count towards your data usage.
Some downloaded or pre-loaded apps/software on your Phone automatically transmit data for proper function, without your initiation or knowledge. For example, real-time information and location-based apps connect to our network for updates. All Data Usage, whether initiated by you or running in the background, successful or not, is deducted from your Plan’s high-speed data. Data Usage duration is not determined from the precise moment you press a button. It depends on transmitted data amount and transmission time. Canceling or interrupting a data transmission still incurs Data Usage. Unless on Wi-Fi, any Data Usage counts against your data balance.
Content downloads may incur Content Charges from the content provider. Walmart Family Mobile is not responsible for third-party content purchases, downloads, transfers, installations, use, transmission failures, interruptions, delays, or any accessed or purchased web content, app store, or app, unless Walmart Family Mobile is the provider. Third-party download support questions should be directed to the third-party provider, not Walmart Family Mobile. Third-party web content/app use may be subject to their terms and privacy policies. Walmart Family Mobile is not liable for third-party content, ads, websites, app stores, or apps you access via your phone.
Third-party websites/apps may access, collect, use, or disclose your personal information, or require carrier disclosure of your personal information, including location data. Using third-party apps with Walmart Family Mobile Data Services means you authorize Walmart Family Mobile and the Carrier to provide usage information. Your use of third-party apps is subject to their terms and privacy policies. Review third-party privacy policies for information use when downloading, installing, or using their content or apps.
Not all online content via Walmart Family Mobile Data Services is child-appropriate. If you allow your child to use Data Services, you acknowledge their permission to use Data Services, including email and web browsing. As a legal guardian, you are responsible for determining Data Service appropriateness for your child. Browsing the internet using Data Services confirms you are of legal age and agree not to visit illegal sites.
Data Services Prioritization, Availability, Interruptions, and Discontinuation. Some Carriers prioritize their customers’ data traffic over non-Carrier brand traffic during network congestion. In low network load, Walmart Family Mobile customers experience minimal effect. However, in high network load, Walmart Family Mobile customers may experience increased data session latency, especially during data-intensive activities. Latency improves as network load decreases or if moving to less loaded locations.
Walmart Family Mobile does not guarantee Data Services availability and can modify, suspend, cancel, interrupt, discontinue, terminate, or reduce data throughput speed without notice. Walmart Family Mobile is not liable for Data Services modifications, interruptions, discontinuation, or failure to receive purchased content. If Data Services are modified, suspended, canceled, interrupted, discontinued, or terminated, no refund for remaining used or unused Data Services will be provided. For data service issues, you might need to contact customer service to troubleshoot and they may require account verification using details associated with your family mobile customer number.
10. Coverage Maps
Our website provides coverage maps for informational purposes showing general Walmart Family Mobile Service areas. These maps are not coverage guarantees. Coverage is not available everywhere. Maps show predicted optimal outdoor voice call coverage of your activated network, including roaming partners. Coverage areas may include limited or no coverage locations and do not guarantee service availability. Within coverage areas, limitations and interruptions may occur, impacting service with dropped/blocked connections, slower data speeds, no data connectivity, and call interference due to phone features, network changes, traffic, outages, technical limits, signal strength, terrain, obstructions, weather, and other conditions. Your phone and 911 calls may not work without Service. Roaming partner networks may limit phone features. Your phone will not work outside coverage areas. Coverage maps are based on other carriers’ and public sources’ information, and accuracy is not guaranteed. Coverage maps may vary by home location; check our website for the most current map for your device and area. Coverage may also vary by Walmart Family Mobile plan. Walmart Family Mobile is not responsible for Service outages, interruptions, or quality decline, regardless of cause.
11. Roaming
Domestic Roaming. Your phone may roam outside your network coverage area within the US, using another provider’s facilities. While there are no extra charges for domestic roaming calls, Walmart Family Mobile does not guarantee roaming ability or service availability/quality. Domestic roaming may be discontinued or changed without notice. Data Services use during domestic roaming is strictly prohibited. Walmart Family Mobile reserves the right to terminate service for customers whose roaming usage exceeds 50% of total usage in any three Plan cycles within a 12-month period, due to Carrier restrictions.
International Roaming. International roaming is prohibited unless you purchase an ILD Card enabling it in select locations. Check our website for ILD Card international roaming locations. Without this exception, your Service will not work outside the US or Puerto Rico. Attempting to use Service outside the US may lead to service deactivation and account termination without refund.
12. Wi-Fi Calling
Wi-Fi Calling may be available on Wi-Fi Calling-capable phones with an enabled SIM card (depending on Carrier). It allows calls and texts over Wi-Fi, enhancing coverage indoors and in other locations. Using Wi-Fi Calling means you acknowledge and agree to permissible Wi-Fi network use and are solely responsible for it. Unsecured Wi-Fi networks may impact data security. Disable Wi-Fi Calling in device settings.
While we recommend wireless service for 911 calls, Wi-Fi Calling can be used for 911 if your phone has this feature and internet access via Wi-Fi. For Wi-Fi Calling 911, provide a primary Wi-Fi use address (“Primary Address”) at activation. Update address changes online at e911-reg.tracfone.com or Customer Care at 1-877-440-9758. Updates may take 24+ hours. Without a Primary Address, Wi-Fi calling is blocked. Dialing 911 via Wi-Fi Calling away from your Primary Address means we have no location information. Always be ready to report your precise location to emergency responders.
911 via Wi-Fi Calling requires internet access and differs from traditional 911. It may be limited or unavailable due to equipment relocation, power loss, internet/wireless service disruptions, internet congestion, connection failure, delays in location information, and technical issues.
TTY Limitations for 911 Calls: Wi-Fi Calling does not support TTY devices or 911 calls over TTY due to technical limitations. Persons with communication disabilities can reach 911 via (1) TTY over cellular/landline, (2) text-to-911 (where available), (3) relay services (TTY/CTS calls from wireless/landline), or (4) IP Relay/IP CTS calls over cellular data/IP network.
13. Emergency Calls
In areas with weak or no wireless signal, 911 calls may not connect. Do not solely rely on your Service for emergencies. In emergencies, use a landline phone to call for help.
14. Disclaimer of Warranties
WALMART FAMILY MOBILE PRODUCTS AND SERVICE ARE PROVIDED “AS IS” AND “WHERE IS.” BY USING ANY PRODUCT OR SERVICE, YOU AGREE TRACFONE WIRELESS, INC. D/B/A WALMART FAMILY MOBILE HAS NO LIABILITY EXCEPT AS EXPRESSLY IN THIS AGREEMENT FOR PRODUCT/SERVICE FAILURES, DEFECTS, MALFUNCTIONS, OR ERRORS. EXCEPT FOR SECTION V (LIMITED WARRANTY), WALMART FAMILY MOBILE DISCLAIMS ALL REPRESENTATIONS AND WARRANTIES, EXPRESS OR IMPLIED, INCLUDING TITLE, MERCHANTABILITY, SUITABILITY, NON-INFRINGEMENT, FITNESS FOR A PARTICULAR PURPOSE, OR OTHERWISE, REGARDING ANY PRODUCT OR SERVICE.
You acknowledge and agree that Walmart Family Mobile Product or Service use is at your sole risk and that Service may be unavailable, interrupted, delayed, or limited due to reasons beyond Walmart Family Mobile’s control. Not all Products/Services (including Plans) are available in all channels, areas, or with all devices. Service is subject to transmission limits from equipment, compatibility, atmospheric, topographical, and other conditions. Service may be refused, limited, interrupted, suspended, or curtailed due to system capacity, technology migration, Carrier limitations, equipment modifications, upgrades, repairs, relocations, or similar activities for Carrier system operation/improvement. Walmart Family Mobile does not warrant or guarantee network or other service availability at any specific time or location, or uninterrupted service. Neither Walmart Family Mobile nor any Carrier is liable for Service failures, outages, interruptions, delays, or limitations. Avoid using your phone outdoors during lightning storms due to lightning strike risk. Unplug phone power cord and charger during storms to prevent electrical shock/fire. Certain phone features may be limited or unavailable with the Service. All Service aspects, including Plan rates, offerings, features, functionality, and specs, are subject to change without notice. Walmart Family Mobile reserves the right to substitute/replace any Product/Service with a comparable one at any time.
15. Limitation of Liability
TO THE FULLEST EXTENT PERMITTED BY LAW, NEITHER TRACFONE WIRELESS, INC. D/B/A WALMART FAMILY MOBILE NOR ITS EMPLOYEES, VENDORS, SUPPLIERS, OR LICENSORS ARE LIABLE TO YOU OR OTHER USERS OF YOUR WALMART FAMILY MOBILE PRODUCT OR SERVICE FOR ANY INDIRECT, SPECIAL, INCIDENTAL, CONSEQUENTIAL, EXEMPLARY, PUNITIVE, OR ENHANCED DAMAGES (INCLUDING LOSS OF PROFITS, REVENUE, INCOME, SALES, BUSINESS, GOODWILL, DATA, OR INFORMATION) HOWEVER CAUSED, UNDER CONTRACT, TORT (INCLUDING NEGLIGENCE), OR OTHERWISE, EVEN IF ADVISED OF POTENTIAL LOSS. IF ANY PART OF THIS LIABILITY LIMITATION IS INVALID OR UNENFORCEABLE, TRACFONE’S AGGREGATE LIABILITY IN SUCH CIRCUMSTANCES IS CAPPED AT ONE HUNDRED DOLLARS ($100), AND THE INVALID/UNENFORCEABLE LANGUAGE IS EXCLUDED TO THAT EXTENT; ALL OTHER AGREEMENT TERMS REMAIN IN EFFECT.
You agree that neither we nor our employees, vendors, suppliers, or licensors are liable for damages from: (a) third-party Products/Services; (b) acts/omissions by others; (c) providing/failing to provide Services, including Phone/Service coverage issues (dropped, blocked, interrupted Service, etc.); (d) accidents or health claims related to our Products/Service; (e) content/information accessed on your Phone using our Products/Service; (f) interrupted/failed emergency service access, including 911/E911; (g) interrupted, failed, or inaccurate location information services; (h) spam filter-blocked content/information; (i) damage to your phone, computer, or connected equipment, or data loss from Service use, viruses, worms, or malicious content; (j) events beyond our control (acts of God, riot, strike, war, terrorism, government orders); (k) unauthorized account/device access/changes; or (l) use of your account/device by others to authenticate, access, or change third-party accounts (financial/cryptocurrency), including password changes, fund transfers/withdrawals. Implement safeguards to secure your phone/computer/equipment and back up stored information.
16. Unauthorized Use of Products
Walmart Family Mobile Products and Service are for end consumer use only. Unauthorized use or resale of your Walmart Family Mobile Phone violates your Agreement and voids its Limited Warranty. Do not unlock, root, re-flash, jailbreak, tamper with, or alter your Walmart Family Mobile phone’s build state against Walmart Family Mobile’s Unlocking Policy (Section VI). Do not use unauthorized PINs or engage in other unauthorized/illegal use of your Walmart Family Mobile Phone/Service, assist others, or sell/export Walmart Family Mobile Phones outside the US. Unauthorized unlocking attempts, rooting, re-flashing, jailbreaking, tampering, or altering build state may prevent unlocking, maintain unlocked state, or cause malfunction. Such use and other unauthorized Walmart Family Mobile Phone use may result in immediate Service suspension/termination without notice and legal action. Walmart Family Mobile will enforce these rights and prosecute violators fully. You agree that violating this provision via improper, illegal, or unauthorized use/sale of your Walmart Family Mobile Phone entitles Walmart Family Mobile to liquidated damages of no less than $5,000 per Walmart Family Mobile Phone purchased, sold, acquired, or used in violation. See www.stopcellphonetrafficking.com for more information on unauthorized Walmart Family Mobile Phone use.
If your Walmart Family Mobile Phone has a SIM card or you bought a SIM Kit, safeguard your SIM card and prevent unauthorized use. Do not alter, bypass, copy, deactivate, remove, reverse-engineer, circumvent, or reproduce SIM card encoded information or encryption, or allow others to do so. SIM card restriction violations may lead to immediate Service termination without notice. Walmart Family Mobile and Carriers/providers may remotely update/change SIM card encoded information.
Termination for unauthorized usage forfeits unused Service and refunds for Products/unused Service.
17. Indemnification
You agree to indemnify and hold harmless TracFone Wireless, Inc., d/b/a Walmart Family Mobile, its parent, subsidiaries, affiliates, vendors, suppliers, licensors, and their officers, directors, employees, insurers, contractors, successors, and assigns (“Walmart Family Mobile Indemnified Parties”) from all liabilities, penalties, claims, actions, and demands by third parties (“Claims”) and associated costs, expenses, and attorneys’ fees (“Costs”) arising from your Walmart Family Mobile Product/Service use or Agreement breach, whether in contract or tort (including strict liability), regardless of action form.
If you provide us with non-subscriber phone numbers regarding your Walmart Family Mobile Products/Services, you indemnify and hold harmless Walmart Family Mobile Indemnified Parties for Costs from our attempts to contact you at those numbers.
18. Privacy Policy
Accepting this Agreement also means agreeing to our Privacy Policy, available at https://www.tracfonewirelessinc.com/en/Privacy+Policy/, which may be updated and describes collected information, its use, sharing, and your choices about information use/sharing. We will notify you or get permission for additional information use purposes. If applicable, inform those connecting devices via your mobile hotspot, Jetpack, or router about our information collection, use, and sharing practices as described in our Privacy Policy.
Many device services/applications are third-party provided. Using third-party services, including those Walmart Family Mobile makes available, subjects you to their terms of service and privacy policies. Review their terms and privacy policies before using, linking to, or downloading third-party services/applications.
19. Entire Agreement
This Agreement is the entire agreement between You and TracFone Wireless, Inc. regarding Walmart Family Mobile Products/Service. Failure to enforce any term is not a waiver of that term or its enforceability. No breach waiver waives other or subsequent breaches. Except as in section I, if any Agreement provision is unenforceable, remaining provisions remain valid and enforceable.
IV. Return Policy: Returning Products Associated with Your Family Mobile Customer Number Purchase
This section outlines the return policy for Walmart Family Mobile phones. Remember that return eligibility might be associated with your purchase records, not directly with your family mobile customer number.
Refer to the relevant section below for your Phone’s return policy based on purchase location. Walmart Family Mobile does not accept returns or refunds for SIM Starter Kits or Plans.
Purchases made at a Walmart Store. Walmart store return policy applies to Walmart Family Mobile Phone purchases from Walmart stores (not directly from TracFone online/phone). Contact the purchasing store to determine return eligibility. Walmart Family Mobile will not process returns for Phones sold by Walmart.
Online Purchases made on Walmart.com. For Walmart Family Mobile Phones bought on walmart.com, you have thirty (30) days from delivery to return for exchange or refund. Follow included return instructions and pay return shipping.
Return eligibility requires:
- Phone purchased from Walmart Family Mobile’s official website, IMEI verified.
- Phone returned in like-new, working condition in original packaging with all accessories (device, battery, charger, manual). No liquid or physical damage.
- Payment of return shipping and receipt copy included.
Missing items or non-like-new condition may result in shipment rejection. Physically or liquid-damaged Phones are non-returnable, and no credit will be issued. Ineligible devices will be returned to the shipping label address at Walmart Family Mobile’s cost. No restocking, handling, or shipping fees for ineligible device returns.
Eligible returns for exchange to a higher-priced Phone require paying the price difference. Eligible returns for refund may take up to thirty (30) business days to process and credit your account. Credits appear on your credit card statement within 1-2 billing cycles and exclude original shipping/delivery costs.
V. Limited Warranty: Warranty Coverage for Your Family Mobile Customer Number Device
This section details the limited warranty for Walmart Family Mobile phones. Warranty claims may require your device information, but not directly your family mobile customer number.
New Walmart Family Mobile Phones (excluding iPhones) have a one (1) year limited warranty administered by Walmart Family Mobile, as detailed below.
Reconditioned/refurbished Walmart Family Mobile phones (excluding iPhones) and all wireless accessories have a ninety (90) day limited warranty.
New Apple iPhones have a one-year limited warranty from Apple. See apple.com for details.
Refurbished iPhones and certified pre-owned Phones are not warrantied but may be returned for refund within thirty (30) days of purchase (if available).
Phones you own not bought from Walmart Family Mobile but registered under Bring Your Own Phone are not covered by this limited warranty.
How To Obtain Warranty Service. For Walmart Family Mobile Phone warranty service, contact Customer Care at 1-877-440-9758. If issues aren’t resolved by phone, technicians will provide a Return Authorization Number for sending Products to the designated Service Center for repair or replacement at our option.
Terms of Limited Warranty:
1. The limited warranty for Products starts on purchase date and covers defects in material and workmanship causing Product failure during normal use.
2. The limited warranty extends only to the original Purchaser of the Product from authorized dealers/retailers in original packaging and is non-assignable/transferable. Purchaser must prove original purchase date with a dated bill of sale or receipt upon Walmart Family Mobile’s request.
3. During the warranty period, Walmart Family Mobile will replace or repair defective Products/parts (excluding exclusions) with new or refurbished Products/parts due to malfunction/failure during normal use, at Walmart Family Mobile’s option. Walmart Family Mobile may replace with a different but comparable Product if the exact Product is unavailable. Replacement Products may contain used, reprocessed components meeting Product performance/reliability specs.
4. The limited warranty excludes loss of personal information, passwords, contacts, music, ringtones, pictures, videos, applications, content, memory cards, software, cosmetic defects, decorative/structural items, framing, and non-operative parts. Walmart Family Mobile’s liability is limited to the Product’s actual cash value when returned for repair, determined by purchase price less reasonable usage amount. Walmart Family Mobile is not liable for other losses/damages. These remedies are the Purchaser’s exclusive warranty breach remedies.
5. The Purchaser has no warranty coverage if:
(a) Product subjected to abnormal use, improper conditions/storage, moisture/dampness, unauthorized modifications/connections/repair, misuse, neglect, abuse, accident, alteration, improper installation, or acts not Walmart Family Mobile’s fault, including shipping damage.
(b) Product damaged by external causes: collision, fire, flood, sand, dirt, windstorm, lightning, earthquake, weather, acts of God, battery leakage, theft, blown fuse, improper electrical source use, computer/internet viruses, bugs, worms, Trojan Horses, “cancel-bots,” or connection to non-recommended products.
(c) Walmart Family Mobile not notified of Product defect/malfunction in writing within fourteen (14) days after the limited warranty period expiration.
(d) Product serial number plate or enhancement data code removed, defaced, or altered.
(e) Defect/damage from cellular system malfunction, inadequate signal reception by external antenna, viruses, or other software issues.
(f) Product is outside the limited warranty period.
6. Walmart Family Mobile is not liable for service delays under limited warranty, service use loss during Product return for replacement/warranty service, or loss/unauthorized use of passwords, personal information, contacts, pictures, videos, applications, music, ringtones, and other content.
7. Walmart Family Mobile does not authorize any service center or person/entity to assume other obligations/liabilities beyond this limited warranty, including extended warranty/service agreement providers/sellers.
8. This is the entire warranty between Walmart Family Mobile and Purchaser, superseding all prior/contemporaneous agreements, oral or written, about the Product. No representation, promise, or condition not herein modifies these terms.
9. This limited warranty allocates Product failure risk between Purchaser and Walmart Family Mobile, reflected in the purchase price and recognized by Purchaser. Some states disallow incidental/consequential damage exclusions/limitations, so some limitations/exclusions may not apply to you. This warranty provides specific legal rights, and Purchasers may have other state-specific rights.
VI. Unlocking Policy: Unlocking Your Phone and Your Family Mobile Customer Number Device
This section explains the unlocking policy for Walmart Family Mobile devices. Unlocking eligibility is based on service history, not directly your family mobile customer number.
Unlocking a Walmart Family Mobile device means disabling software preventing activation on another carrier’s network. However, due to carrier technology differences, an unlocked Walmart Family Mobile device may have limited or no functionality on other networks. Walmart Family Mobile is not responsible for service limitations from using unlocked devices on other providers.
For Apple devices: Walmart Family Mobile automatically unlocks eligible devices. For Apple devices activated before November 23, 2021, automatic unlock occurs after twelve (12) months of active Walmart Family Mobile Service. For Apple devices activated on or after November 23, 2021, automatic unlock occurs sixty (60) days post-activation, barring fraud indicators.
For non-Apple devices: Walmart Family Mobile provides unlocking codes upon request to customers meeting these conditions:
(a) For devices activated before November 23, 2021: device must have been active on Walmart Family Mobile Service for at least twelve (12) months with Service Plans redeemed for at least twelve (12) months. For devices activated on or after November 23, 2021: at least sixty (60) days must have passed since activation.
(b) Device must be in working condition.
(c) Device not reported stolen/lost, and no fraud indicators.
If the minimum active Walmart Family Mobile Service period is not met, Walmart Family Mobile may unlock your device but charge up to $300, based on active service duration before the unlock request.
Customers can check eligibility or submit unlock requests online at https://www.tfwunlockpolicy.com/wps/portal/home/ or by calling 1-888-442-5102.
Walmart Family Mobile may refuse unlocking requests that abuse its Unlocking Policy or are part of fraud efforts against Walmart Family Mobile or customers. Walmart Family Mobile’s Unlocking Policy is subject to change without notice.
Unlocking Policy for Deployed Military Personnel
For deployed military Walmart Family Mobile customers with relocation orders outside the Walmart Family Mobile Coverage Area, we will unlock your device upon request, even during the applicable lock period post-activation.
© 2023 TracFone Wireless, Inc.
Version 202308
