Last updated: July 2026
We want every trip to go smoothly. eSIM plans are digital products delivered instantly, which is why refunds follow the specific rules below — in line with standard practice across the eSIM industry. This policy forms part of our Terms of Service.
1. The Short Version
- eSIM not installed and not activated? Full refund — just ask within 30 days.
- Something failed on our side? We fix it — and refund if we can't.
- Plan installed/used, changed travel plans, or incompatible phone? Not refundable — please check compatibility and destination before buying.
2. When You Are Entitled to a Refund
- eSIM not delivered — you paid but your QR code never arrived, and our team could not deliver it.
- Not installed & not activated — you purchased a plan, never installed or activated it, and request a refund within 30 days of purchase.
- Verified technical failure on our side — the eSIM could not be installed or activated due to a fault in our systems or our network partner's, you cooperated with our troubleshooting, and we could not restore service within 10 days of your request.
- Duplicate payment or billing error — you were charged twice or charged an incorrect amount.
3. Partially Used Plans
Where a verified service failure occurs after activation, we assess the remaining value of your plan and refund a fair portion of it. The assessment is made manually, case by case, and the amount is explained to you before the refund is issued. Plans whose data has been substantially used, and plans whose validity period has ended, are not refundable.
4. When Refunds Are Not Available
- Your device is not eSIM-compatible or is carrier-locked — compatibility is the customer's responsibility and must be checked before purchase.
- The eSIM was installed and/or data usage has started (other than the verified-failure case above).
- The plan's validity period has started and run out, or unused data expired at the end of the validity period.
- Wrong destination or dates purchased, or a change in your travel plans.
- Slow speeds or partial coverage caused by local network conditions, congestion or geography.
- The eSIM was deleted from the device before contacting support — we can no longer verify its state; always contact us first.
- The account was deleted after purchase.
- Charges from other providers — hotel phones, your primary SIM's roaming, or third-party services.
- Signs of refund abuse (e.g. repetitive refund requests), fraud, or breach of our Terms.
- Plans purchased through third parties rather than directly from AirPlans — please contact the seller you purchased from.
5. EU/EEA & Statutory Withdrawal Rights
Where a statutory 14-day withdrawal right applies to digital services, it applies until you activate the eSIM: by installing/activating before the end of the withdrawal period you expressly consent to immediate performance and acknowledge that the withdrawal right is thereby lost, except for the plan's unused portion where the law so provides. Nothing in this policy limits rights that cannot be waived under your local consumer-protection law.
5a. Extended Cancellation Window (Israel)
Under Israeli consumer-protection law, customers who are persons with disabilities, senior citizens (65+) or new immigrants may cancel a transaction within four months of purchase, where the transaction included a conversation with us (including online chat). We may ask for proof of eligibility. This right is in addition to everything above.
6. How to Request a Refund
- Contact us within 30 days of purchase via the Contact page, the in-site chat, or a support ticket.
- Include your order number, the email used for the purchase, and a short description of the issue — screenshots of error messages help a lot.
- Our team will first try to fix the problem; most installation and activation issues are resolved within minutes. Refund reviews may require your cooperation with basic troubleshooting.
- We aim to decide refund requests within 5 business days.
- Approved refunds are returned automatically to the original payment method — the same card or account you paid with — within 14 days of approval, as Israeli consumer-protection law requires. Your bank or card issuer may take a few extra days to display the credit.
7. Good to Know
- Refunds are returned in the same currency the original payment was charged in.
- A discount applied from a personal voucher is not refunded as money; where an order is refunded, the voucher is reinstated if it has not expired.
- A small processing fee may be deducted where permitted by law. It will never exceed 5% of the transaction value or ₪100 — whichever is lower (the cap set by Israeli consumer-protection law), and the exact amount is shown to you before the refund is finalized.
- Before opening a chargeback with your bank, talk to us — we resolve almost everything faster than a dispute, and unwarranted chargebacks may lead to account suspension.
Having trouble right now? Don't wait for a refund window — our support team is online 24/7 and fixes most connection issues on the spot.
