How to File a PROFECO Complaint Against a Timeshare Developer

PROFECO — Mexico's Federal Consumer Protection Agency — is your enforcement partner when a developer ignores your cancellation. Filing is free, you don't need a lawyer, and the developer is legally obligated to attend the mediation. Here is exactly how to do it.

Step 1 — Gather your documents

• A copy of your timeshare contract.
• Proof of payment (card statement, wire receipt, or invoice).
• Your cancellation letter and the certified-mail receipt.
• Any correspondence with the developer (emails, messages).
• Your ID/passport details.

Step 2 — File on ConciliaNet or in person

PROFECO offers ConciliaNet, an online conciliation platform, at gob.mx/profeco. You can also file by phone via INFOTEL or in person at a PROFECO office. Online filing is ideal for tourists who are already back home.

1. Create your complaint and select conciliación.
2. Identify the supplier (the developer's legal name from your contract).
3. Describe the facts and attach your documents.
4. State your demand: full refund and cancellation.

Step 3 — The ConciliaNet / conciliation process

Once filed, PROFECO registers your complaint and summons the developer. Under the LFPC, the supplier is legally obligated to appear at the conciliation hearing. A PROFECO conciliator acts as a neutral mediator to help both sides reach an agreement — most often a refund or formal cancellation. Hearings may be conducted online or in person.

Step 4 — What to expect & timeline

PROFECO contact & mailing address