How do I stop a recurring charge (domiciliación) on my Spin by OXXO card?

The Spin terms say a customer may request cancellation of the *domiciliación* service by contacting the telephone service centre, and that it becomes effective **no later than three banking business days** after Spin receives the request. Practically: call 81 3282 8282, request the cancellation form (Spin sends and receives it by email), and keep the folio. Because of the three-day window, a debit already in flight can still land, if it does, raise it as an *aclaración* (option 5, 24/7) and cite the date you requested cancellation. Cancelling the underlying subscription with the merchant is a separate job.

Will I lose my Spin Premia / OXXO Premia points if I close my account?

Treat points as lost the moment the account closes, OXXO publishes no points-preservation rule for closed accounts, and the loyalty balance lives against the same profile as the wallet. Spend or redeem points in store first (they can be applied against a purchase at OXXO), then close. The loyalty programme itself is free, so there's nothing to refund; if what you actually want is out of the marketing and profiling rather than out of the wallet, send an ARCO **"Cancelación"** request to **cmoxxo.arco@oxxo.com** instead of closing the account.

Is there a cancellation fee for Spin by OXXO?

No cancellation fee is documented, Spin is a fee-per-transaction wallet, not a subscription, so there is no monthly charge to cancel. The costs to watch are the ones that keep applying while the account is open: cash deposits in store, and ATM withdrawals where the bank's own charge applies per withdrawal. If a charge appears **after** you asked to close, that's an aclaración, not a fee: raise it on 81 3282 8282 option 5 quoting the folio and date of your cancellation request, and escalate in writing to une@spinbyoxxo.com.mx if it isn't reversed.

Can I cancel a subscription that I paid for with OXXO Pay?

No, OXXO Pay only collects cash. When you pick it at checkout, a reference/barcode is generated and you pay it at any of 25,000+ OXXO stores; OXXO's role ends when the payment confirms back to the merchant. The subscription, the renewal and the refund all sit with the merchant, so cancel with them. OXXO can only help if the **cash payment itself** never posted to the merchant, merchants have reported statuses stuck on "Pending Payment", in which case keep the ticket with the 14-digit reference and raise it via atencionaclientes@oxxo.com.

What if OXXO ignores my cancellation request?

Escalate on the published service levels rather than re-calling. OXXO's own service model logs each case under a unique folio, promises an initial response to complaints within about **48 hours** and a resolution within **15 calendar days**. If that lapses on a Spin matter, write to the **Unidad Especializada** at **une@spinbyoxxo.com.mx**, Spin is a regulated electronic payment funds institution (IFPE) under Mexico's Fintech Law, so that unit exists specifically to handle unresolved complaints. Keep every folio, date and amount in one thread; a documented, dated chain is what unsticks a stalled refund.

Should I cancel in the app or by phone?

Phone is the route Spin's own documentation pushes for closing an account (**81 3282 8282**), and it's the only route that can cancel a *domiciliación*. The app is genuinely useful for two things: blocking or reissuing the card, and raising an aclaración for a charge you don't recognise. Third-party guides describe an in-app account-deletion path, so try it if you can see it, but treat it as unconfirmed and follow up by phone, because deletion in an app doesn't always cancel direct debits. Either way, finish with an email to atencionaclientes@oxxo.com.

REFUND GUIDE

How to Get an OXXO Refund for an Unposted Payment.

OXXO refunds are per-order, here's what their policy actually says, and how to escalate if they ignore the request.

Last verified 3 days ago against OXXO’s own Terms · UK, US, and EU rights covered below

The short answer

OXXO sells no recurring membership, so there is no subscription refund window, the three charge types are different. (1) Spin by OXXO wallet: recurring direct debits (domiciliación) are cancelled by calling the Spin call centre and stop within three banking business days; unrecognised card charges go through the 'aclaración' (chargeback) process raised in the app or on 81 3282 8282 option 5, and your remaining balance is returned when the account closes. (2) In-store bill/service payments: covered by OXXO's 'Garantía de Pago Aplicado' when the payment doesn't reach the biller, it only applies if you paid before the bill's due date (by 20:00 on that day), you keep the OXXO ticket plus the original bill, and there is a maximum reimbursement cap. (3) OXXO Pay cash vouchers for other merchants: OXXO only collects the cash, refunds are issued by the merchant you bought from, not by OXXO.

Or let yoink chase the refund.

30 seconds to set up. yoink emails OXXO, cites the policy, escalates if ignored, and surfaces the win when the money lands.

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What OXXO actually says

“El Cliente podrá solicitar la cancelación del servicio de Domiciliación contactando al Centro de Atención Telefónico de SPIN BY OXXO, el cual será efectivo en un plazo no mayor de tres días hábiles bancarios contados a partir de que SPIN BY OXXO haya recibido la solicitud.”
, verbatim from OXXO’s terms

How long does a OXXO refund take?

Most merchants agree to a straightforward refund within 1 to 3 working days of a well-written email request. Once agreed, the money itself takes another 3 to 5 working days to land, that part is card-network processing and no merchant can skip it. If nothing has arrived 10 working days after a written “refund approved”, reply on the same thread asking for the ARN (acquirer reference number), which your bank can trace.

What you can claim

The law where you live is the strongest hook, lead with it when you contact the company.

Worldwide

Card-issuer chargeback
Visa/Mastercard chargeback works everywhere they do.
Open a chargeback for “subscription not cancelled” or “services not as described”, your bank initiates, OXXO has ~45 days to defend. Works regardless of where OXXO is headquartered.
PayPal Buyer Protection
If you paid via PayPal, open a dispute.
PayPal’s Buyer Protection covers “item not as described”, applies to services that didn’t deliver. Resolution typically within 20 days.

Rights in other regions (United States, United Kingdom, European Union)

United States

Fair Credit Billing Act (FCBA)
Dispute any credit-card charge in writing within 60 days.
For US credit-card payments, the FCBA gives you 60 days from the statement date to dispute a OXXO charge in writing. Your card issuer is required to investigate and may withhold the disputed amount during the process.

United Kingdom

Citizens Advice + Trading Standards
For repeated bad-faith refusals.
Free escalation lane: file with Citizens Advice (08082231133), they pass it to Trading Standards. Slow (8-12 weeks) but creates a paper trail OXXO can’t ignore.

European Union

ECC-Net cross-border escalation
EU Consumer Centre network mediates against EU sellers.
If OXXO is based in another EU country, your local European Consumer Centre will mediate the dispute for free. List of national contacts at commission.europa.eu.

The OXXO refund email

Email the right address
Use atencionaclientes@oxxo.com, the route yoink has verified actually gets read for OXXO.
Use a clear subject line
Subject: Refund Request, [your account email]

Send this body

Hi OXXO team,

I'm requesting a refund for my OXXO order (reference [order number], placed on [date], for [amount]).

Please process the refund to my original payment method and confirm by reply.

Best,
[your name]

Wait 7-14 days, then escalate
If you haven’t heard back in 14 days, escalate via the regional route above, a card-issuer chargeback works in every market.

Refund FAQ for OXXO

OXXO's published customer-service mailbox is **atencionaclientes@oxxo.com**, listed on its own contact page alongside the OXXO Escucha line **01 (81) 83 20 20 20** (also written 81 8320 2020), which doubles as a WhatsApp number. Two other addresses are worth knowing: **oxxoescucha@oxxo.com** appears in several OXXO privacy notices as a rights channel, and **cmoxxo.arco@oxxo.com** handles data access/deletion (ARCO) requests. For anything touching the Spin wallet, balances, unrecognised charges, account closure, use the Spin channels instead, since the store chain and the fintech are run by different teams.