Cancellation and refund policy

1.The short version

• Not installed or activated, within 14 days of purchase: you can cancel and get a refund, less a cancellation fee of 5% of the price or ₪100, whichever is lower.
• Installed or activated: the service has been supplied, so it can't be cancelled or refunded, unless it fails because of us or our eSIM provider. Then we'll replace it or refund you.
• Never worked at all: if the eSIM can't be made to work after troubleshooting with us, you get a full refund.
• Refunds are credited within 14 days to your original payment method.

2.Cancelling before the eSIM is installed

You may cancel your purchase within 14 days of the purchase (or of receiving the written confirmation of your order, if that came later), as long as the eSIM has not been installed on a device or activated and none of its data has been used. The reason doesn't matter: your trip changed, you chose the wrong destination or your phone turned out not to be compatible.

In that case we refund the price you paid, less a cancellation fee of 5% of the price or ₪100, whichever is lower. For example, on a ₪50 plan the fee is ₪2.50. Before processing the cancellation we check the eSIM's status with our eSIM provider. Once refunded, the eSIM is cancelled and may no longer be used.

3.After the eSIM is installed or activated

Once an eSIM has been installed on a device or activated (it has connected to a network), or any of its data has been used, it is a digital service that has already been supplied to you. From that point it cannot be cancelled or refunded, except as described in the next section.

Data left over when a plan's 30-day validity ends expires and is not refunded.

4.If the eSIM doesn't work

If the eSIM does not work because of a fault on our side or our eSIM provider's side, we will replace it with a working eSIM or refund you.

If it never worked at all: if the eSIM never connected and, after troubleshooting with our support team, it still can't be made to work, we refund the full price, with no cancellation fee.

Troubleshooting helps us tell a fault in the service apart from a setting on the device. We may ask for your phone model, where you are and screenshots of your settings, or ask you to try steps such as restarting the phone, turning on data roaming for the eSIM or selecting a different network.

A device that doesn't support eSIM or is locked to a carrier, weak signal in a particular place, or speeds lower than you hoped for are not faults in the service: coverage depends on local networks. Contact us anyway, because we can often help.

5.Top-ups

A top-up is a separate purchase, and the same rules apply to it: you may cancel it within 14 days of purchase as long as none of its data has been used, less the same cancellation fee. Once its data is in use, the top-up has been supplied.

6.How to cancel or request a refund

1. Email us at support@onesim.travel, or use our contact form and choose "Refunds".
2. Include your order number and the email address you used at checkout.
3. Tell us briefly what happened. If the eSIM isn't working, add your phone model and where you are.

Your cancellation takes effect when we receive your message. We usually reply within one business day.

7.How and when you're refunded

We credit approved refunds within 14 days of receiving your cancellation notice (for a faulty eSIM, of confirming the fault) to the payment method you used: card, Apple Pay, Google Pay or bit. The refund is issued through Sumit as a credit document against your tax invoice-receipt, in Israeli shekels, the currency you were charged in. Your bank or card issuer may take a few more business days to show it on your statement.

Once an eSIM is refunded, it is cancelled and may no longer be used.

8.Your rights under the law

This policy does not limit any right you have under the Consumer Protection Law, 5741-1981, the regulations made under it or any other law. Where the law gives you more than this policy does, the law applies.