Cancellations and refunds

This is an English translation provided for convenience. The Hebrew version is the binding text; if the two differ, the Hebrew version applies.

Cancelling before installation — full refund. You can cancel the purchase for a full refund within 14 days of the purchase date, as long as the eSIM has not been installed on a device or activated. We check the profile’s status with the supplier; if it has not been installed, the refund is made to the original payment method within 14 days of receiving the request, with no cancellation fee.

After installation or activation. Once the eSIM has been installed on a device or has connected to a network, the service has been consumed and the transaction cannot be cancelled, unless the eSIM did not work at all at the destination (did not connect to any supported network). In that case contact us from the destination — we will deal with the problem, and if we cannot solve it we will refund you in full.

Chose the wrong country or plan. If you have not installed yet — cancel and buy again, or write to us and we will swap it. If you have already installed — it cannot be swapped.

How to cancel: with the cancellation form below, or by email to support@e-sims.co.il. Give your order number and email address. You will get an immediate acknowledgement, and the refund within 14 days.

Cancellation fee. For a cancellation that is not due to a fault, the law allows a cancellation fee of up to 5% or ₪100, whichever is lower. We do not charge a cancellation fee on an eSIM that has not been installed.

Senior citizens, new immigrants and people with disabilities may cancel within 4 months if the transaction included a conversation with us (for example on WhatsApp), provided the eSIM has not been installed.

The refund. The refund is made to the original payment method; the credit appears on the card within 5–10 business days of being processed. A refund confirmation is sent by email.