1. Scope
This policy covers eSIM packages and top-ups sold by PRCONNECT SH.P.K. through PRIeSIM. Travel insurance cancellation, claims and refunds are handled separately under PRISIG’s contract and procedures.
2. Statutory withdrawal
Under Kosovo Consumer Protection Law No. 06/L-034, a consumer generally has 14 days to withdraw from a distance contract without giving a reason. For digital content supplied without a tangible medium, immediate supply does not by itself remove that right. The exception requires the statutory conditions, including prior express consent to begin during the withdrawal period, acknowledgement that by giving that consent the consumer loses the statutory right of withdrawal once supply begins, and the required contract confirmation on a durable medium. We ask for this consent for each order and top-up at checkout, before payment, and confirm it in the order email.
If supply has not begun, the exception conditions were not met, or the required information or confirmation was missing, the right may remain. Failure to provide withdrawal information may extend the period as the law provides. A mandatory refund is made without undue delay and no later than 14 days after valid notice, using the original means of payment unless you expressly agree otherwise and incur no extra fee.
3. Non-delivery, defects and non-conformity
Even where withdrawal does not apply or has been lost, mandatory rights for an undelivered, defective or misdescribed eSIM remain. Depending on the case, we may provide reprovisioning, a replacement package, a price reduction or a refund.
4. Voluntary policy and exclusions
We may approve a refund for a duplicate order/payment, an undelivered QR that cannot be reissued or an irreversible technical issue before use. We normally do not approve where the package worked and was used, the device was incompatible despite being checkable, the QR was deleted after installation, the package expired unused or coverage is absent only at one location without a mismatch with the promise. These points never limit mandatory rights.
5. Request and complaint process
Use “My eSIMs”, email info@priesim.com or WhatsApp +383 48 441 256. Give the order number, device/destination, description and, where needed, error screenshots without revealing QR/LPA. We acknowledge receipt by email, may request proportionate diagnostics and provide a reasoned decision within the period required by applicable law.
A refund is returned through the original method where legally required or otherwise practicable. For a hosted crypto payment, NOWPayments may require a destination address, network or other technical details; its operational procedure does not reduce your rights against PRCONNECT. Bank, blockchain network or provider settlement time after a refund is issued is outside our control.
6. Model withdrawal form
Use this only if you wish; any other clear withdrawal statement is also acceptable.
To: PRCONNECT SH.P.K., Bulevardi Bill Clinton, Nr. 2 SU.2, 10000 Prishtinë, Kosovë, info@priesim.com
I hereby give notice that I withdraw from my contract for: ____________________
Order number: ____________________
Ordered on / received on: ____________________
Consumer name: ____________________
Consumer address: ____________________
Date: ____________________
Signature (paper form only): ____________________
7. Escalation
If dissatisfied, reply in the same email thread for review. You may also use any mandatory complaint mechanism or competent court available under law. Nothing here requires you to waive a remedy.
Company details
Registered address: Bulevardi Bill Clinton, Nr. 2 SU.2, 10000 Prishtinë, Kosovë
Business registration number: 811410448
Email: info@priesim.com
Phone/WhatsApp: +383 48 441 256
Web: priesim.com
Refund wallet — an optional alternative
PRIeSIM may offer an approved refund or compensation as credit in your PRIeSIM refund wallet. If this replaces a monetary refund to which you are entitled, we obtain your separate, express agreement before crediting the wallet. Accepting the general terms or a failed bank refund does not by itself constitute that agreement. You may decline this alternative; mandatory consumer rights and applicable refund deadlines remain unchanged.
The agreed amount is recorded in EUR in your own account, separately from promotional cashback. Refund credit has no expiry and no usage fee. It can cover the full price of a new eSIM purchase in EUR without a card payment. For a partial payment, the remainder is paid with a new card; the checkout currently requires at least €1 to be paid by card. Any unused wallet balance remains available. Refund credit and cashback cannot be combined in the same order. Wallet spending is not currently available for top-ups, saved cards or crypto payments.
If a partial payment fails or is abandoned, the reserved wallet amount is released automatically, normally within 30 minutes for a failed payment and within 24 hours for an unfinished checkout. If the payment is confirmed later, the wallet amount is charged once. Activity and balances are available in your account under Credits. Only the amount actually paid is eligible for an approved refund; discounts are not refunded. Previously used wallet credit is restored to the wallet, and promotional cashback is adjusted under its own rules. A completed refund cannot also be refunded through another method.
The refund wallet is store credit for PRIeSIM purchases, not a bank account. It cannot be transferred to another person or routinely withdrawn as cash. These operating limits do not remove any mandatory right to a monetary refund. Contact info@priesim.com before deleting an account with a remaining refund balance so we can resolve it; account deletion does not waive mandatory claims. These provisions do not change the terms of earlier purchases or convert existing refund requests into wallet credit without separate agreement.