Cancellation and refund policy
Travel plans may change and technical issues may arise. This policy outlines how cancellation and refund requests are reviewed.
Translation under legal review. Please refer to the full Hebrew source text for comparison and contact us if you need clarification.
Read the original Hebrew documentBefore installation or use
If the eSIM has not been installed, activated or used, you may contact us to request cancellation. Requests are reviewed based on the eSIM status in our system, plan terms, the provider’s ability to cancel and applicable law.
After installation, activation or use
Cancellation or refund options may be restricted after installation, activation or use. Each request is considered individually in light of the circumstances, service status and relevant provider terms.
Technical issues
If the eSIM does not work as expected, contact support before deleting the profile or making another purchase. We will try to help diagnose the issue. If we cannot provide the purchased service for reasons related to the eSIM or supplied service, we will review the available options under the circumstances and applicable law.
Device compatibility
Check before purchasing that your device supports eSIM and is not locked in a way that prevents use. If you are unsure, contact us before buying.
Changes to travel plans
If your trip changes or is canceled, contact us as soon as possible, preferably before installation or use. We will check whether the order may be canceled based on the plan status and applicable terms.
How to submit a request
Provide your order number, purchase email address, destination and the reason for the request. For technical problems, include a description and screenshots if possible.
How approved refunds are issued
When a refund is approved, we aim to issue it to the original payment method where possible, subject to the payment system and relevant circumstances. The date the refund appears depends on the card issuer, bank or payment provider.
Legal rights
This policy does not limit consumer rights provided by applicable law. Mandatory consumer protections continue to apply.
Before purchasing again
If your eSIM details have not arrived or you have a problem, please contact us before buying another plan so we can review your existing order and help avoid unnecessary duplicate charges.