Cancellations & Refunds Policy · Last updated: June 10, 2026

Cancellations & Refunds Policy

This policy governs cancellations and refunds on the VAYULOR platform, in accordance with the Israeli Consumer Protection Law, 5741-1981. It forms an integral part of our Terms of Service.

1. General right of cancellation (distance selling)

In a distance-selling transaction, the consumer may cancel within 14 days of the transaction or of receiving the transaction details document — whichever is later — subject to the statutory exceptions. Cancellation notices may be sent to support@vayulor.com with your full name, order number and contact details.

Where a transaction is lawfully cancelled, payment is refunded within 14 days of the cancellation notice, less the statutory cancellation fee (5% of the transaction price or ILS 100, whichever is lower) unless cancellation results from a defect or non-conformity.

2. Material exception — eSIM packages

An eSIM is a digitally delivered product consumed upon delivery. Upon purchase you receive a personal activation code (QR / installation code) supplied instantly. Under Section 14C(d) of the Consumer Protection Law, the right of cancellation does not apply to goods capable of reproduction whose packaging was opened, or to a service whose performance has begun with the consumer's consent:

Once the activation code has been revealed or the eSIM installed, the transaction cannot be cancelled and no refund is given — the service has been supplied in full.
For an eSIM that has not been activated and whose code has not been revealed, we will consider refund requests ex gratia within 14 days of purchase.
Technical failure on our side (code not delivered, eSIM not installable on a compatible device) — we will fix the issue or refund in full. Your statutory rights regarding defects are unaffected.

It is the customer's responsibility to verify before purchase that their device is eSIM-compatible and carrier-unlocked, using the compatibility checker on our site. Device incompatibility is not grounds for a refund after code delivery.

3. Third-party services (flights, hotels, packages)

Bookings fulfilled by external suppliers are additionally subject to the supplier's cancellation terms as presented at booking time. Statutory exceptions may apply to tourism services rendered entirely abroad. Exact terms are displayed before each booking is confirmed.

4. How refunds are issued

Refunds are issued to the original payment method.
Wallet credit (cashback, bonuses) is not redeemable for cash, per the wallet terms.
A credit invoice/receipt is emailed and available under "Invoices & purchases".

5. Contact

For any cancellation request or question: support@vayulor.com. We reply within 2 business days.