1. Statutory withdrawal
A consumer may have the right to withdraw from a distance contract within 14 days. For an eSIM/top-up supplied immediately, the exception for digital content may apply only after you have expressly requested immediate supply and acknowledged that the right may be lost when supply begins.
If supply has not begun or these conditions have not been met, the request is reviewed under the statutory right of withdrawal. A mandatory refund following withdrawal is made without undue delay and no later than 14 days after valid notice, using the same payment method unless the law permits otherwise.
2. Defect, non-delivery or non-conformity
Even where the right of withdrawal has been lost, rights concerning an undelivered, defective or misdescribed eSIM remain. Contact support so that we can diagnose the issue. Depending on the case, we provide reprovisioning, a replacement package, a price reduction or a refund.
3. Our voluntary policy
We may approve a refund for a duplicate order, double payment, a QR code that was not delivered and cannot be reissued, or an irreversible technical issue before use. For voluntary cases, we generally aim to return the payment within 5–10 business days after approval; the bank may take additional time.
4. Cases that normally do not qualify
- The package worked and the data was used in part or in full.
- The device was incompatible or locked, where this could have been verified before purchase.
- The QR code was deleted after installation or the package expired without being used.
- The issue is solely a lack of coverage at a particular location, without any mismatch with the promised coverage.
These exclusions are not used to deny a mandatory consumer right.
5. How to make a request
Make the request under “My eSIMs”, by email at info@prconnect-ks.com or via WhatsApp at +383 48 441 256. Provide the order number, device/destination, a description and, where needed, screenshots of the error without revealing the QR/LPA. We will confirm receipt and the decision by email.
Travel insurance: cancellation, claims and policy refunds are handled separately under the PRISIG contract; this policy applies only to eSIMs.