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VAYULOR

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.

3B. Hotel cancellation (via Nuitee)

A hotel booking carries two layers of cancellation rights:

  • Statutory right under Israeli law — for accommodation/leisure services, under the Consumer Protection Law you may cancel within 14 days of making the booking, provided the cancellation is made at least 7 business days (excluding rest days) before the start of the service (check-in). Any cancellation fee will not exceed the lower of 5% of the booking amount or ILS 100.
  • The hotel's policy — beyond the above, or where the statutory right does not apply, the hotel's own cancellation terms (flexible rate / non-refundable) apply, as expressly shown at booking.

VAYULOR acts as an intermediary / brokerage platform that facilitates the booking. Cancellation and any refund due are processed by Nuitee as Merchant of Record for the payment transaction, back to the original payment method (timing depends on your bank). On your credit-card statement the charge may appear as "NUITEE TRAVEL". You can cancel yourself from the "My bookings" page, or contact VAYULOR support. First-line customer support is provided by VAYULOR in Hebrew — through the support chat on the "My bookings" page and at support@vayulor.com; for issues with an active booking on the hotel side, Nuitee Operations provides 24/7 support, which VAYULOR escalates to on your behalf. A change to a booking is made by cancelling and rebooking (subject to the cancellation policy) or via VAYULOR support.

Bookings marked "non-refundable" cannot be refunded beyond the statutory right above, where it applies. City tax or amounts paid directly at the hotel are not handled by VAYULOR.

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.

Cancellation & refund policy · VAYULOR