Looking for an English‑speaking Mexico lawyer to help with a consumer dispute in Mexico? This guide explains how expats in Cancun, Playa del Carmen, Tulum, and Cozumel can prepare a clean file for PROFECO and resolve issues with airlines, hotels, timeshares, rentals, telecom, ecommerce, and tours. We confirm scope, price, and timeline before any work begins.
What is PROFECO?
PROFECO is Mexico’s consumer protection agency. It helps consumers and companies reach fair solutions for goods and services purchased in Mexico. It is designed for practical results—refunds, repairs, replacements, cancellations, or contract compliance—through conciliation (a structured negotiation).
Good fits for PROFECO
- Airlines, hotels, car rentals, tours, and travel agencies in Mexico.
- Appliance/tech purchases, furniture, services not delivered.
- Timeshare cancellations and membership disputes.
Usually handled elsewhere
- Criminal matters or scams needing police reports.
- Banking/insurance disputes (often go to the financial ombudsman).
- Immigration/fines (handled by the relevant authority).
When to use PROFECO — and when not to
Use PROFECO after a clear, documented attempt to resolve the issue directly with the business. If the company is responsive and negotiating in good faith, PROFECO may be unnecessary. If they are stalling, denying obvious obligations, or ghosting you, conciliation can unlock action.
Airline issues
Cancellations without refunds, denied boarding, lost luggage. Keep boarding passes, receipts, and any airline responses.
Timeshares
Cooling‑off notices, misrepresentation, or stalled cancellations. Pair with a lawyer letter for leverage.
Landlord/tenant
Deposit disputes and contract breaches. Often resolved with a concise letter and photo evidence.
Before you file: set up your win
- Write a concise demand (1 page) stating the problem, your evidence, and your specific ask (refund, repair, replacement) by a date.
- Send it traceably (email with read receipt; courier if needed). Keep PDFs/screenshots.
- Organize evidence into one PDF with an index: receipts, contracts, chats, photos, timeline.
- Stay factual: no rants; clear dates, amounts, and names.
Need help packaging? Our lawyer letter plus consumer dispute service can do this in English.
Evidence to gather (make it easy to approve)
- Receipts/invoices, booking numbers, and contract terms.
- Emails/WhatsApp threads, delivery notices, and screenshots.
- Payment proof (card slips, bank statements with redacted balances).
- Photos/video of defects or non‑delivery.
- A one‑page summary stating the remedy you want and why.
Packaging tips
- Name your file:
Lastname-Issue-YYYYMMDD.pdf. - Put the summary and ask on page 1; index on page 2.
- Highlight key lines on statements and contracts.
- Translate short excerpts if needed (we can help).
Templates you can copy
1) Demand email (before PROFECO)
Subject: Request for Refund/Resolution — [Order/Booking #]
Date: [YYYY-MM-DD]
To: [Company]
I purchased [item/service] on [date] for [amount]. The issue is [concise facts].
I request a [refund/repair/replacement] by [date].
Attached: receipts, photos, messages. Please confirm within 3 business days.
[Name] — [Phone] — [Email]
2) PROFECO complaint wording (short form)
Summary: I bought [goods/service] for [amount] on [date] in [city]. The company failed to [deliver/comply].
Evidence: receipts, contract, messages, photos.
I request: [refund/repair/replacement/cancellation] within [x] days.
We can turn these into Spanish and formalize them as part of a lawyer letter.
How to file with PROFECO
- Assemble your evidence packet as a single PDF with an index.
- Submit via the official portal or a local office. See PROFECO.
- Answer follow‑ups quickly and keep your ask specific and reasonable.
- Attend conciliation. Bring printed copies and your timeline.
Outcomes are best when your request is measured (e.g., full refund, partial refund, or repair with a deadline) and your documentation is easy to verify.
After you file: what to expect
Conciliation
A structured meeting (virtual or in‑person). Stay calm, stick to your timeline, and restate your ask. Agreements are recorded.
No‑show or refusal
Document it. Consider a lawyer letter, chargeback, or small‑claims strategy depending on the facts.
Settlement
Get terms in writing with dates and payment/repair details. Save a copy of the signed agreement and proof of completion.
Know your rights (and limits)
- Companies should honor published terms and reasonable quality standards.
- Keep claims realistic; conciliation focuses on practical remedies.
- For financial products, a sector ombudsman may apply; ask us which path fits.
Official resource: PROFECO. We can prepare your file and coach next steps.
FAQs — Consumer disputes in Mexico
Do I need to be in Mexico to file?
Not necessarily. Many cases can be filed and handled remotely. Keep scans of your ID and a local contact method (email/phone) ready.
Will an English‑speaking lawyer help?
Yes—especially for timeshares, airlines, and high‑value purchases. We package the file, draft clear demands, and handle Spanish communications.
Is PROFECO a court?
No. It is a consumer authority that promotes conciliation and oversees agreements. If a company refuses, other remedies may apply.
Related services & cities
Start with Consumer & travel issues or request a lawyer letter. Prefer local? See Cancun, Playa del Carmen, Cozumel, and Tulum.
Talk to an English‑speaking Mexico lawyer
We confirm scope, price, and timeline before any work begins. Most matters are handled online or by phone.