Terms of use of our Services

Online Shop Terms & Conditions

1. General

1.1. The present Terms and Conditions (hereinafter “Terms”) when concluding a contract for the purchase of services and/or products from Primetel PLC, registration number ΗΕ139104 and main offices, in Omonoias Avenue , 141, The Maritime Center, 3045, Limassol, and contact number 25867000 (hereinafter “Primetel”), online shop. The purchase of products and/or service (hereinafter “Concluding Contract”), can only take place either through Primetels’ Official Website : https://primetel.com.cy/ or through Primetels’ application MyPrimetel App

1.2. Only persons who have completed the 18th years of age can be customers of the online shop. In any event, it is hereby clarified that Primetel cannot be held responsible for the Concluding of Contract of persons below the 18th year of age.

1.3. It is hereby clarified that the use of Primetels’ online shop and the delivery of the products and/ or services can take place only within the Republic of Cyprus.

1.4. The Customers of the online shop (hereinafter the “Customers”), must read the present Terms, which apply together with Primetels Privacy Policy, the General Terms and conditions of Services and the Special Terms and Conditions, wherever applicable. The place of an order through the online shop and/or the Concluding of Contract, means that the Customer has read, understood and accepted the online Terms. In any other case the Customer is invited not to proceed with the placing of an order and/or Concluding Contract through the online shop.

1.5. Primetel may change and/or modify and/or renew these Terms whenever it deems necessary, without prior notice.

2. Ordering Procedure

2.1. Through the online shop the Customer may choose products and/or services of his/her own choice. In order for the Customer to proceed with an order he/she will need to provide some information, including but not limited to e-mail address, charge and/or delivery address, phone number, number of credit and/or debit card. It is understood that the Customer must provide true, accurate and complete details.

2.2. The Customer understands and accepts that in the event of an incomplete or partial registration, Primetel reserves the right to contact him/her through an e-mai and/or message and/or phonecall, and within the period of one month from his/her last action. Moreover Primetel reserves the right to contact the Customer in case they need more documents and/or information.

2.3. Order Confirmation

Upon receipt of the online order Primetel will contact Customer via e-mail (at the e-mail address that the Customer gave) and/or via telephone in order to confirm the purchase.

2.4. The Concluding of a Contract regarding the provision of services, between Primetel and the Customer is completed with the signing of all the necessary documents from the Customer either: a) at a Primetel shop of his/her choice, or b) during the delivery of the order, at the address of his/her choice, where the Customer will have to sign the printed copy of his/her application and hand it over to the Courier who will return it to Primetel, or c) via the signature procedure applied by Primetel and given that all relevant controls by Primetel are completed. The Concluding of a Contrac for the purchase of products, it is completed once the payment of the product is completed by the Customer and Primetel and after sending a confirmation message Primetel that it has received the only order of the Customer.

3. Payment Methods

3.1. The payments for the order and/or purchase of any service package and/or product can be made with the use of credit and/or debit card (hereinafter the “Registered Card”), which provide special systems for the secure transfer of data of the Registered Card. The Customer is responsible for the correct recording and validity of the credit card details. It is hereby clarified that the Registered Card will be henceforth used by Primetel for the payment of the monthly fee when it concerns the provision of services.

3.2. By submitting the registered Card details, the Customer declares and agrees that Primetel in cooperation with JCC or Stripe will debit the Registered Card entered by the Customer for the amount of the transaction. As for the Registered Card data, JCC or Stripe collects it directly without any intervention from Primetel and Primetel does not have access to information such as card number, expiration date and cvv2. Therefore Primetel has no responsibility for any issues that may arise with any of the information relating to the Registered Card.

3.3. Primetel takes all kinds of measures to ensure the security of the data and of the transactions through the online shop. The data of the transactions that Primetel collects and processes, are used only for the completing of the transaction, under the mutual obligations received. Regarding these data, Primetel does not transfer them to any thord party besides JCC or Stripe, with whom Primetel cooperates for the execution of the transaction, and after the completion of the purpose of their collection, they are deleted. The Customer, who proceeds with a payment, recognizes, accepts and consents to the process of his/her personal data, by Primetel and Jcc or stripe. Given that the transaction is completed successfully, and the said information is received by JCC or Stripe, Primetel system is informed accordingly. The information received by the system of Primetel depends exclusively from the information that it receives from JCC or Stripe.

4. Information on Product delivery

4.1. The Customer can pick up the products of his/her order either from any Primetel store of his/her choice or delivered directly to his/her shipping address only within the Republic of Cyprus with a courier company. It is explicitly clarified that the delivery times of the products from any Primetel store are set by Primetel while the delivery time is set by the courier company.

4.2. The cost of delivery of products with the courier company or the cost of receiving the products from any Primetel store of the Customers choice is displayed at the checkout stage before payment.

4.3. The products of the order are delivered to the shipping address or at Primetel’s shop within 1-4 working days from the Conclusion of the Contract. In case the order of the products includes the purchase of any services, then the products of the order are delivered to the shipping address or at Primetel’s shop within 1-4 working days from the activation of the relevant services.

4.4. In the event of any unforeseen circumstances and/or situations beyond Primetel’s control and/or force majeure events, then delivery times may be delayed. Primetel will inform the Customer about this as soon as possible and in cooperation with the courier company with which it cooperates, will make every effort to deliver the orders as soon as possible.

4.5. It is explicitly clarified that the delivery of the product can only be made to the Customer/purchaser upon presentation of the original ID of the person who purchased the order.

4.6. Primetel reserves the right to modify the shipping methods, terms and prices at will and without prior obligation to inform its prospective customers of the changes, by revising this information.

5. Order Cancellation

The cancellation of the order is possible only when the order is in one of the following stages:

i. When the order has not yet been completed

ii. When the delivery/provision cannot be made within the set timeframe and the Customer does not wish the completion of the order.

iii. When the Customer declines the product at the moment of delivery due to the reasons below:

A. The Customer changed his/her mind (in which case, the Customer will be responsible to pay the delivery cost)

B. The product is defective and cannot be replaced.

It is clarified that for the above two reasons, the product must be intact and sealed by the manufacturer or the store with Primetel’s security tape, and accompanied with all the accessories and gifts that were included with any offer.

iv. Depending on the method of delivery/receipt of the products that the Customer chose, if the Customer does not receive his/her order within 10 days from the date of notification for receipt from Primetels’ shop or from the date of the first attempt of delivery by the courier company.

6. Order Modification

After the completion of the order, it is not possible to make any changes. In case the Customer wishes to modify his/her order, he /she should proceed with cancellation of the order, provided that his/her order is in one of the stages described above, and reselect the products and/or services he/she wishes.

7. Availability of products

7.1. The Customer is informed on the availability of the products/services via relevant verbal indications. The offers that appear on the online shop , apply only until stocks are exhausted. The listed prices of products and / or services include VAT.

7.2. Primetel aims to keep the online shop always updated with the available services and/or products. Nonetheless, it is possible that the products and/or services presented on the online shop, are no longer available, in which case, the Customer will be contacted via e-mail or/and by telephone, within a reasonable time from the placement of the order, so as to be informed on the possible delivery time and/or provision. In such a case, the Customer has the possibility, if he/she deems that this period is not satisfactory, to request the withdrawal of the order of the said product and/or service. The rest of the order can be executed normally, unless the Customer cancels it.

8. Product return or changes

Primetel accepts product returns or changes within fourteen (14) calendar days from the date of delivery of the product to the Customer, provided that:

i. The product is intact and sealed by the manufacturer or the store with Primetel’s safety tape and accompanied with all accessories and gifts that were included with any offer, and

ii. In all cases, the return or change request is accompanied by the original proof of purchase of the product.

It is clarified that Primetel does not accept the return and/or the change of any products that have been opened or used, unless it concerns the right to withdraw as mentioned below.

9. Return of Defective Products

9.1. The return of any product that the Customer considers defective, should be done in its original packaging and with all the parts that came with the product, manuals, etc in anyone of Primetels’ shops.

9.2. The return of the product should be done by the Customer in one of Primetel’s shops, who should fill in and sign a relevant fault report form to be sent for a technical inspection, where it will be determined whether the product in question is defective or not.

9.3. In the event the product is found to be defective, then the Customer is entitled to the following remedies with a priority order as appears below:

i. Product repair

ii. Product replacement

iii. Price reduction

iv. Cancellation of the agreement and full refund

9.4. In case the device is covered by the defective product return policy, the Customer will not be charged the shipping costs. In any other case the shipping costs are borne by the Customer.

9.5. It is clarified that the return of defective products only applies to products that are within the warranty period.

10. Warranty

10.1. All devices sold through the Online shop are covered by the manufacturer's warranty in accordance with the terms stated in the device manual and the warranty of applicable law. The warranty for the devices sold through the Primetel Online Shop is valid for 2 years from the date of delivery of the device to the Customer for defects in the device upon delivery. All consumables or accessories of a device (eg chargers, batteries, headphones) are covered by up to 6 months warranty. If the product is replaced, the warranty will continue for the remainder of the relevant period. Pursuant to the Consumer Protection Law of 2021 (Law 112 (I) / 2021), Primetel is responsible for non-compliance (eg device defects) that exist upon delivery of the device and which is notified to Primetel within 2 months of the date the non-compliance was identified.

10.2. Warranty claims must be notified to Primetel no later than 12 months after delivery of the device. After 12 months, the responsibility for proving that the defect existed at the time of delivery lies with the buyer. It is clarified that any warranty requirements are accepted upon presentation of original purchase forms and delivery of the product to any Primetel store.

10.3. In relation to Apple products, it is clarified that the Customer benefits from the manufacturer's warranty, which in the case of Apple lasts 1 year, as well as the two-year warranty of the applicable legislation, while the procedures set by Apple itself apply and implemented by its authorized laboratory in Cyprus. Regarding the upgrade of the device software by the authorized laboratory there is a relevant charge.

10.4. Manufacturers warranty

The warranty covering the device expires when (the following reasons are indicative, not restrictive):

i. The warranty period has expired from the date of receipt.

ii. Damage is the fault of the Customer / user of the device, including without limitation corrosion due to fluid or moisture entering the device, fire, earthquake, external shock, unauthorized operation / opening / repair of the device or repair using unauthorized exchanges, from the fact that the product has been subjected to use contrary to the manufacturer's instructions, other external causes, etc.

iii. the defect was caused by accident, physical damage or

iv. the serial number, auxiliary date code or IMEI number have been withdrawn, erased, altered or are illegible,

v. the defect was caused by changes to the product software by an unauthorized person,

vi. the defect is due to a file or program, which was placed in the internal or external memory of the product,

vii. the product has not been inspected by Primetels’ authorized technician to detect and confirm the product defect.

10.5. During the warranty period, Primetel reserves the right to repair or replace the defective product free of charge at its discretion. In case of repair, the defective material will be replaced, while all material of the product are considered as material. All materials or other equipment that has been returned and replaced will be the property of Primetel.

10.6. In case the repair of any problems are not covered by the warranty, Primetel will inform the Customer about the repair cost. It is clarified that if the defective product is out of warranty and the repair cost does not exceed € 60 (incl. VAT), no prior approval will be required for the repair, regardless of the current value of the product.

10.7. No warranty is provided for repairs related to damage caused by moisture, fire, liquid ingress, etc. and the repair has been done by order of the Customer.

10.8. The minimum repair and / or repair period of any defective product is ten (10) working days. In case the product should be kept by the repair center for a longer period, Primetel will inform the Customer accordingly.

10.9. In case of non-receipt of the product for a period of more than three (3) months from the notice that it is ready for receipt, then Primetel does not bear any responsibility for its storage. If the product is not received within the aforementioned deadline, the product becomes the property of Primetel and can be used or recycled as Primetel chooses at its discretion. In case the Customer wishes to ship the product then he will be charged with the shipping costs.

10.10. It is expressly stated that Primetel is not responsible for any loss of data (personal or other) during the repair or loss due to a product defect, whether due to a manufacturing error (thus under warranty) or a user error (thus out of warranty). The Customer must keep a backup of the data stored in the product and make sure that the SIM card and the data card have been removed from the product, while any personal data has been deleted.

11. Right of Withdrawal

11.1. Customers whose Contract was not concluded in a Primetel store, according to Law 133 (I) / 2013, has the right within a period of fourteen (14) days (from the date of activation of the service and / or in case of sale of product from the date of delivery of the product) to withdraw from the Agreement without stating the reasons and without any charge other than the direct cost of returning the product, as described below.

11.2. In the event that the Customer wishes to exercise the right of withdrawal he/she must inform Primetel in writing of his/her decision to withdraw with a clear statement by letter or by using the model withdrawal form which can be found here and should send it to Primetel, by mail (registered letter), or e-mail, to the following contact details:

Address: The Maritime Centre, Omonoias Avenue 141, 3045 Limassol

Email address: info@prime-tel.com

11.3. It is explicitly clarified that the burden of proof regarding the date of sending the letter / withdrawal form, is borne by the Customer.

11.4. Once the right of withdrawal has been successfully exercised, Primetel will refund the Customer all money received under the Agreement (excluding any amounts corresponding to the Customer's use of the Service, labor and / or any service installation fees, airtime cards and any consumables), using the same means of payment used by the Customer for the original transaction free of charge, unless otherwise agreed between the Parties.

11.5. Regarding the return of a product to Primetel, when exercising the right of withdrawal, it is noted that the customer is charged exclusively with the direct cost of returning the product. The customer can return the product, immediately by exercising the right of withdrawal and within the period of fourteen (14) days, by hand in any Primetel store, by notifying Primetel in advance at email address: info@prime-tel.com

11.6. It is clarified that the Customer has a personal responsibility to make sure that upon delivery of the device and / or product to Primetel, all personal data and / or files installed on the device and / or product have been deleted. It is expressly noted that Primetel is not responsible for any loss of data and / or files from the device. The Customer is obliged to remove from the device and / or product all his passwords, SIM cards, memory cards, etc., as Primetel will not be responsible for any loss of these. In the event that the Customer has used the device, they must deactivate the "Find My iPhone" service (if it is an Apple device), and / or cancel / delete the Google account for all Android or Apple devices and restore the device in the original factory settings before returning the product to Primetel.

11.7. It is noted that the Customer has the right to examine the products to determine the nature, characteristics and function of the products, handling and controlling them in the same way as he/she would in a Primetel store. Primetel considers that the examination of the product to determine its nature, characteristics and function should not under normal circumstances exceed a total of 30 (thirty) minutes of operation of the product. However, if the Customer has used the product in such a way that it exceeds the initial examination of a product and / or has caused any damage to the product, Primetel has the right to claim compensation for the reduced value of the product resulting from such use and may deduct such compensation from any refund due to the Customer as a result of such use. It is noted that upon receipt of the product, Primetel will proceed to check and inspect the product and will inform the Customer about any reduced value that will be deducted from any refund that the Customer may be entitled to.

11.8. In the event that the Customer wishes to exercise his/her right of withdrawal and transfer his/her number to any other provider, in addition to the above procedure, he/she must proceed with the registration of a portability application to that provider before the termination of his/her Agreement with Primetel . It is noted that Primetel does not bear any responsibility in case of loss of the number or service if the customer fails to register a request to another provider.

12. Personal Data

Primetel takes all necessary measures to protect the confidentiality of the Customer's personal data submitted or transmitted through the use of the online shop and complies with the provisions of the Law on “the Protection of Natural Persons against the Processing of their Personal Data and the Free Circulation of such data”, (hereinafter N. 125(Ι)/2018) or any law that amends or replaces it. Primetel reserves the right to disclose information or data related to a subscriber or the use of the Service by a Subscriber if required by law or a court order or a decision of a competent Authority. For further information regarding the management of personal data, please consult Primetels’ Privacy Policy, which forms an integral part of these Terms.

13. Use of Cookies

Primetel may use cookies which are small text files stored on the Customer's device and used to facilitate access to the Application, or for statistics or commercial development purposes, but without the knowledge of any document or file on the Customer's electronic device. For more details on Cookies, see the "Cookies" section.

14. Intellectual Property Rights

Except where expressly stated (copyrights of third parties, affiliates and operators), all content displayed on the online shop, including videos, images, graphics, photographs, drawings, texts, services provided are copyright, trademarks, formations, insignia Trademarks and service marks of Primetel and are protected by the relevant provisions of Cypriot law, European law and international conventions and treaties. Therefore, none of them may be sold, copied, modified, reproduced, reposted or "uploaded", transmitted or distributed in any way. The products or services mentioned in the online shop and bearing the marks of the respective organizations, companies, associates, associations or publications, are their own intellectual and industrial property and therefore these bodies bear the relevant responsibility. Customer understands and accepts that he/she has no right to reproduce, copy, sell, resell and / or commercially exploit all or part of the content in any way. In case it does any of the above, the Customer accepts that he/she is solely responsible for any compensation of the rights holders.

15. Online shop availability

15.1. Primetel makes every effort for the maintenance and availability of the Online Shop. Primetel reserves the right to modify and / or temporarily or permanently discontinue all or part of the Online Shop, for maintenance or upgrade purposes or for any other reason, with and / or without prior notice to Customers.

15.2. Primetel makes every effort to protect its online shop from digital viruses. However, there is no guarantee that it will never be infected by viruses and therefore every Customer must take care of their own protection (antivirus, virus scanners, etc.) before using the Online Shop or storing information, software or its content on its computer.

15.3. Primetel shall not be liable for any kind of damage including, without limitation, direct, indirect, consequential damages, whether in tort, contract or other resulting from the inability of users to access the Online Shop, or the termination of the entire or part of the shop , the delay, non-delivery, interruption or poor quality of receiving its services or loss of their content or the existence of any kind of errors.

15.4. Primetel does not provide any express or implied warranty, including without limitation, any warranty of merchantability or fitness for use. In particular, Primetel does not warrant that the function of the online shop will be uninterrupted, timely, secure, error-free or that it will be available at any time or place.

16. Customers Responsibility

Customers of the online shop have the sole responsibility to use the online shop in a legal and appropriate manner. Therefore, Customers, indicatively, cannot use the online shop for:

(a) The transmission and / or distribution in any way of any content and / or electronic messages which are illegal, harmful, threatening, abusive, harmful, harassing, defamatory, fraudulent, pornographic, indecent, which violate the privacy of third parties or otherwise inappropriately and / or violate any applicable law and / or regulation and / or provision.

(b) Discriminate, degradate or insult of an individual or group of persons on the basis of religion, sex, race, nationality, age or disability.

(c) Causing harm to minors in any way.

(d) Transmission of any content and / or emails which they are not authorized to send, including proprietary and confidential information.

(e) Sending or disposing of any content and / or electronic messages that infringe any copyright and / or commercial and / or other property rights of any individual.

(f) Collection, use, storage or monitoring of personal data.

(g) Violation of the Constitution or any Law or International Convention in force in the Republic of Cyprus.

(h) The act of hacking or carrying out attacks that endanger the security of the Primetel online shop.

(i) to commit any illegal acts and/or actions

The Customer will reimburse and retain Primetel, its affiliates, shareholders, officers, directors, employees and authorized representatives intact and unaffected by any of the lawsuits or claims, including legal costs, which may arise against Primetel, from third parties as a result of any reason, act or omission related to the use of the Online shop or the use of the software or the content of the information or advertisements by the Customer in violation of these Terms.

17. Limitation of liability

Primetel Online Shop provides its content, products and services available through the Website "as is". Primetel will not be responsible for:

i. any direct, indirect, exemplary, incidental or consequential loss of revenue or profit or reputation or other loss arising from:

ii. the use or inability to use the Online Store,

iii. any products, data, information or services received or are accessible through the Online Shop,

iv. any changes in the prices of products and services as well as if there is a difference between the photo of the product and the actual product that the Customer will receive,

v. unauthorized or fraudulent access to the Online Shop website,

vi. any claim related to the use of the software used to operate the online store,

vii. violation of any rights of any nature of any person, made or sought through the online shop,

viii. shutdown or disconnection or blocking of Customers from the use of the online shop,

ix. the non-provision or delay in the provision of products or services due to the fact that the Customer provided incorrect or incomplete information and / or data to Primetel for the accuracy of which the Customer is solely responsible,

x. any other limitation of liability mentioned in these Terms as well as in the General Terms and Conditions of Service of Primetel.

18. Force Majeure

Primetel will not be liable and any interruption and / or delay and / or defective provision of service and / or operation of the online store and / or the inability to deliver a product or activate a service is not considered a violation of the present when due to any event or accident or act or omission , beyond its reasonable control, including, without limitation, force majeure, compliance with any laws or governmental decisions or acts or omissions or requirements of regulatory authority, rules, regulations or directives, natural disasters, epidemics and / or pandemics, earthquakes , floods, fires, storms, torrential rains, hurricanes, wars, hostile and military or terrorist acts, revolutions, military or political riots or riots, or political riots, strikes, riots, layoffs, closures or closures , mechanical or electrical failures, power outages technical damage or interruption or destruction of telecommunications systems and networks or telecommunications systems and networks of third parties or other events beyond its reasonable control.

19. Complaints

In case the Customer has any complaint, he/she should first report the said complaint to Primetel and in case the Customer is not satisfied with the answer he/she will receive, then he/she has the right to contact the Commissioner for Regulation of Electronic Communications and Posts. More information about the Commissioner can be found at the following link: https://ocecpr.ee.cy/

20. Applicable Law

20.1. The Use of the online shop and these Terms will be governed by the Laws of the Republic of Cyprus.

20.2. Any dispute arising regarding the use of the online shop and / or these terms and conditions will be resolved by the competent Courts of the Republic of Cyprus.