Refund policy

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.

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.

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.

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