Cancellations and refunds
Updated: October 9, 2026
Compare and select data packages only. This website does not create orders or charge payments.
Cancellation requests are checked manually according to the type of data package, the state of issue and use and the applicable law. Requesting a cancellation is not confirmation of a refund; After inspection we will update the customer.
Ways to submit a message
You can submit a cancellation request at the personal link for the order, by email at simlivo555@gmail.com, by phone at 0547505382, by WhatsApp at the same number or by registered mail to SIMLIVO, המושב 38, כרכור. Specify name, order number and contact information. Do not attach a card number or QR code. Confirmation of receipt of the request is not confirmation of reimbursement; Sending an email requires completing the sending in the email application.
Issuance, installation, activation and utilization of data are different situations. A request will be examined according to the actual service status and the applicable law; The terms of the provider do not detract from the consumer's rights towards the business.
Defect, non-conformity or non-delivery
when there is a right of cancellation for these reasons according to law, no cancellation fees will be charged. SIMLIVO is responsible for dealing with the buyer even when finding out the fault requires contacting the data package provider.
Deadlines
When the right of cancellation applies in a remote sales transaction for the provision of a service, the cancellation period is generally 14 days from the date of the transaction or from the delivery of the transaction details document, whichever is later, and subject to the conditions and exceptions of the law. In non-continuous service, there may be a requirement to cancel at least two non-rest days before the service date. Rights extended to a senior citizen, a person with a disability and a new immigrant are preserved when their conditions are met.
Refunds and cancellation fees
Cancellation that qualifies for a refund according to remote seller instructions will be processed within 14 days of receiving the cancellation notice. When it is allowed to collect cancellation fees, they will not exceed 5% of the transaction price or NIS 100, whichever is lower. A service already provided will be calculated only as far as the law allows. No additional clearing fee will be charged on the cancellation fee.
There is no automatic denial of rights
simply sending a QR or installing an eSIM is not an automatic reason for denying an application. The type of service and the state of issue, operation and use are checked, and the decision is delivered to the customer. The conditions of the data package provider do not detract from the binding rights of the buyer towards SIMLIVO.
Opening an email to request the cancellation of a transaction
Contact
המושב 38, כרכור · Hours of operation: 24/7
Additional information: The Israeli Consumer Council - distance selling transactions