Cancel a transaction
A purchased eSIM plan that has not been used may be cancelled within 14 days of the transaction, or of receiving the transaction details document, whichever is later. Deadlines and cancellation fees, if any, are determined by the classification of the transaction and the Israeli Consumer Protection Law, 5741-1981.
"Use" means installing the eSIM profile on a device (scanning the QR code or downloading the profile), even if no data has been consumed, as well as connecting to a network or consuming data. Receiving the QR code or order details by email alone, without installation on a device, does not constitute use.
No refund will be given for change of mind, change of plans, or unused data on an eSIM plan that has been activated and used, subject to cancellation and refund rights under applicable law.
A top-up is a digital data add-on for an existing eSIM. Once the top-up has been applied to the eSIM and activated by the service provider, it cannot be cancelled or refunded for change of mind, changed plans or unused balance, subject to statutory cancellation and refund rights. The fact that a top-up is a digital product does not by itself remove those rights.
Claims of non-delivery, non-conformity or technical failure, including those relating to a top-up, will be reviewed and handled in accordance with the law, regardless of the preceding paragraphs.
Any refund due will be made to the original payment method, in the currency and amount charged, within 14 days of receiving the cancellation notice.
Cancellation notices may be sent via the "Cancel a transaction" form on the site, by email to support@zikiesim.com, or by phone at +972-55-442-4468.