> ## Documentation Index
> Fetch the complete documentation index at: https://help.simsimglobal.com/llms.txt
> Use this file to discover all available pages before exploring further.

# SimSIM Cancellation and Refund Policy

> SimSIM allows cancellations within 14 days if the eSIM hasn't been activated. Once the QR code is scanned, the service is delivered and refunds are not available.

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.

<Warning>
  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.
</Warning>

## Cancellation Conditions

| Situation                                 | Cancellation 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

<Info>
  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.
</Info>

## How to Cancel

<Steps>
  <Step title="Email support">
    Email [support@simsimglobal.com](mailto:support@simsimglobal.com) with your order number and cancellation request.
  </Step>

  <Step title="Include your details">
    Include your name and the email address on the order.
  </Step>

  <Step title="Do not scan your QR code">
    Do **NOT** scan your QR code while the cancellation is being processed.
  </Step>

  <Step title="Await confirmation">
    We'll confirm your cancellation and process the refund within the legal timeframe.
  </Step>
</Steps>

## Exceptions

<Note>
  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.
</Note>

## 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 Service](/privacy-and-terms.md)
- [SimSIM Frequently Asked Questions](/faq.md)