Skip to main content
SimSIM’s cancellation policy follows Israeli Consumer Protection Law. You have a 14-day window to cancel after purchase — but only if you haven’t yet activated your eSIM by scanning the QR code.
Once you scan your eSIM QR code, the service is considered fully delivered. Refunds are not possible after activation. Verify device compatibility and plan details before purchasing.

​
Cancellation Conditions

SituationCancellation possible?
Within 14 days, QR code NOT scanned✅ Yes — cancellation fee applies
Within 14 days, QR code scanned/activated❌ No — service delivered
After 14 days❌ No
Incompatible or locked device❌ No
Local network issues in your destination❌ No — reviewed case by case

​
Cancellation Fee

If you cancel within the 14-day window before activation, a cancellation fee of 5% of the total order value or ₪100 (whichever is lower) applies. The remaining amount is refunded to your original payment method.

​
How to Cancel

1

Email support

Email support@simsimglobal.com with your order number and cancellation request.
2

Include your details

Include your name and the email address on the order.
3

Do not scan your QR code

Do NOT scan your QR code while the cancellation is being processed.
4

Await confirmation

We’ll confirm your cancellation and process the refund within the legal timeframe.

​
Exceptions

Technical issues with local networks or infrastructure are not grounds for a full refund, as SimSIM cannot control third-party network availability. In exceptional circumstances, cases are reviewed at management’s discretion. Contact support immediately if you experience a technical issue.

​
SimSIM Coins on Cancelled Orders

If you earned SimSIM Coins on a cancelled order, those coins are deducted from your balance. If you used coins to pay for the order, they are refunded to your account.

Related topics

SimSIM Privacy Policy and Terms of ServiceSimSIM Frequently Asked Questions