Cancellation and Termination Policy

Globalex · Cancellation and refund rules in accordance with the Consumer Protection Law

Document identification and version

Company name: Globalex | Business ID (Osek Murshe): 035994508

Registered address: P.O. Box 319, Hosen, 2518000

Service telephone: 03-6760602 | Cancellations email: [email protected] | Service email: [email protected]

Version: 2.0, updated | In force from: 1 September 2026

1. General and Application

1.1. Legal status. This Policy governs the Customer's right to cancel a transaction entered into with the Company, the manner of its exercise, the conditions of restitution and the consequences of cancellation. This Policy forms an integral part of the Company's Terms of Use and Engagement and of its Privacy Policy.

1.2. Basic definitions. Throughout this document: "Package" means a data package (eSIM Data) or an ancillary communications service for a fixed period; "Activation" means the first connection of the end device to a cellular communications network by means of the Package in the destination country; "Continuing Service" means the Israeli number / relocation service provided for an indefinite period or renewed by periodic subscription.

1.3. Preservation of rights under law. Nothing in this Policy shall derogate from the rights vested in a Customer who is a consumer under any law, and in particular under the Consumer Protection Law, 5741-1981, and the regulations made thereunder.

2. The Manner of Delivering a Cancellation Notice

2.1. Channels for delivering notice. A Customer wishing to cancel a transaction may deliver a cancellation notice by any of the means set out below, at their choice, each of which constitutes a valid and sufficient notice:

Cancellation channel: Access details and instructions

Online cancellation form (Web): through the cancellation page on the Company's website at https://036760602.net/cancel — available 24/7 and not conditional upon a conversation with a representative.

Email: by sending notice to [email protected] or to [email protected].

Telephone: by calling the service centre at 03-6760602 during business hours (Sunday to Thursday, 09:00–17:00).

Registered mail: by sending a letter by registered mail to the Company's offices at: P.O. Box 319, Hosen, 2518000.

2.2. Details required in the notice. In the cancellation notice the Customer shall state their full name, the identity card or passport number furnished upon engagement, the order number, and current contact details.

2.3. Acknowledgement of receipt and tracking number. Upon the cancellation notice being received in the Company's systems, an automatic confirmation shall be sent to the Customer at the email address furnished by them, stating a reference number for tracking. Where no confirmation has been received within one hour of delivery, the notice shall be deemed not to have been received, and the Customer shall deliver it again by one of the means set out above.

3. Cancellation of a Purchase of a Data Package (eSIM Data)

3.1. The nature of the service and the definition of Activation. A cellular data package (eSIM) constitutes a consumable digital service. The moment of Activation of the Package is determined at its first connection to a cellular network in the destination country abroad (and not upon purchase or upon scanning the QR code). Upon Activation the service is exhausted and actually consumed in a manner that cannot be restored.

3.2. Exclusion of cancellation after Activation. A Package that has been activated and used on a network may not be cancelled, and no refund, full or partial, shall be given in respect of it. This exclusion applies even where only a small part of the data volume has been used, and even where the stated validity period of the Package has not yet elapsed.

3.3. Cancellation of a Package not yet activated. A Package purchased and not yet activated on a network abroad — including a Package installed on the device by means of the QR code but not yet connected to a cellular network at the destination — may be cancelled in full within the cancellation periods prescribed by law, subject to deduction of a cancellation fee as lawfully provided in section 6 below.

3.4. Computerised records. The precise time of Activation of each Package is recorded automatically in the Company's systems and in the systems of the international infrastructure provider (eSIM-Go). In examining a cancellation request the Company shall rely upon that electronic record. Where a request is refused by reason of Activation, that ground shall be stated together with the precise time of Activation recorded.

3.5. Lapse of validity. A data package whose stated validity period has elapsed without its having been activated shall lapse automatically and may not be cancelled or refunded.

4. Cancellation of a Continuing Service (Israeli Number / Relocation)

4.1. Free right of cancellation. The Customer may cancel a subscription to a Continuing Service (such as the Israeli number service abroad) at any time, without stating a reason and without payment of any penalty or exit fee.

4.2. When cancellation takes effect. Cancellation of a Continuing Service shall take effect within 3 business days of delivery of the cancellation notice (or within 6 business days where it was sent by registered mail), or on such later date as the Customer may have specified in their notice.

4.3. Cessation of charges. The periodic charge shall cease as of the date on which the cancellation takes effect. Unless otherwise provided in the terms of the subscription, no pro-rata refund shall be given in respect of the unused part of a billing period paid for in advance, and the service shall remain available to the Customer until the end of that period.

4.4. Charging for past use. Usage actually consumed up to the date on which the cancellation takes effect (such as volume overages or special calls) shall be charged in full.

4.5. Porting the number before cancellation. Cancellation of the service in the Company's systems does not automatically port the Israeli number to another provider. A Customer wishing to retain their Israeli number must carry out a porting process to the chosen receiving provider before delivering a cancellation notice. A number released upon closure of an account without having been ported may not be capable of recovery or reassignment.

5. The Right of Cancellation under the Consumer Protection Law (Distance Selling)

5.1. Application of the Law. In addition to the cancellation rights set out above, a Customer who is a consumer has the right to cancel a distance selling transaction in accordance with sections 14C and 14C1 of the Consumer Protection Law, 5741-1981.

5.2. General cancellation period. A consumer may cancel a distance selling transaction within 14 days of the date of the transaction, or of the date of receipt of the disclosure document (the order confirmation), whichever is the later.

5.3. Extended period for particular populations. A consumer who is a person with a disability, a senior citizen (over the age of 65) or a new immigrant (within 5 years of receiving an immigrant certificate) may cancel the transaction within 4 months of its making or of receipt of the details document, provided that the engagement included a conversation between the consumer and the Company (including electronic communication). The Company may require production of a certificate evidencing membership of one of the said groups.

5.4. Consumable product exclusion. It is clarified that the right of cancellation under the Consumer Protection Law is subject to the exclusion prescribed in section 14C(d) of the Law and in section 3.2 above, and does not apply to a Package that has been activated and consumed on a network.

6. Cancellation Fee

6.1. Rate of the cancellation fee. Where a transaction is cancelled under the Consumer Protection Law otherwise than by reason of a defect, non-conformity or breach on the part of the Company, the Company may charge a cancellation fee of 5% of the transaction price or NIS 100, whichever is the lower, as prescribed by law.

6.2. Absolute exemption from a cancellation fee. Notwithstanding section 6.1 above, no cancellation fee shall be charged in any of the following cases:

• the service was not provided by the date to which the Company undertook upon engagement;
• the service was provided defective, or did not conform to the representation made to the Customer on the website;
• the cancellation arises from an error of the Company in the description of the service or in its price;
• the Package could not be used on the end device or at the destination chosen, provided that the details furnished by the Customer upon purchase were correct and complete.

7. Exclusions and Cases in which No Right of Cancellation Arises

7.1. Excluded cases. The Customer shall have no right of cancellation where any of the following applies:

• the eSIM package has been activated and has connected to a cellular network abroad (as stated in section 3.2);
• the stated validity period of the Package has elapsed;
• the cancellation notice was delivered after the end of the cancellation periods prescribed by law;
• it is found that the Customer made improper use of the service, including fraudulent use or a fundamental breach of the Terms of Use;
• the service was provided by a third party at the Customer's request and the Company is unable to recover it.

8. The Manner and Timing of Restitution

8.1. Time of refund. Where a cancellation request is approved, the Company shall refund to the Customer the sum paid by them (less a cancellation fee, if lawfully charged) within 14 days of receipt of the cancellation notice.

8.2. Means of refund. Restitution shall be made directly to the means of payment by which the original transaction was made, and to that means alone.

8.3. Credit document. Upon restitution being made, an accounting credit document shall be issued to the Customer and sent to the email address furnished by them.

8.4. Crediting of the card. The date on which the credit is actually applied to the Customer's account is determined by the Customer's credit card company or bank, and is not within the Company's control.

8.5. Time for a decision. The Company's decision on a cancellation request shall be given to the Customer in writing within 3 business days of the notice being received in its systems.

9. Refusal of a Request and the Right of Objection

9.1. Reasoned notice. Where a cancellation request is refused, the Customer shall be given written notice setting out, transparently and with reasons, the ground of refusal and the electronic datum upon which it relied (such as the time of Activation recorded in the system).

9.2. Objection mechanism. The Customer may object to a decision of refusal by a further written approach to the email address [email protected].

9.3. Preservation of recourse to the courts. Nothing in the internal objection mechanism shall derogate from the Customer's right to approach the Consumer Protection and Fair Trade Authority or any competent judicial instance.

10. Application, Updates and the Precedence of the Hebrew Text

10.1. Updates. The Company may update this Policy from time to time. A transaction that has been entered into shall be governed by the version of the Policy in force at the time of the engagement.

10.2. Precedence of the Hebrew text. This document is published in Hebrew and in English. In any case of conflict or inconsistency between the texts, the Hebrew text alone shall prevail.

Official contact details

Globalex · Business ID (Osek Murshe) 035994508 · P.O. Box 319, Hosen, 2518000

Service telephone: 03-6760602 | Email: [email protected] | Website: https://036760602.net