Terms of Service
Version: September 2026
These Terms of Service govern all services marketed under the eSIM Israel brand. The full contact details of the entity operating eSIM Israel, its registration number, its address and the contact details of its customer service are indicated on the website and on the commercial or tax documents provided to the customer.
This translation is provided for convenience; in case of discrepancy, the French version prevails.
1. Purpose and scope
These Terms of Service govern the mobile communications services marketed under the eSIM Israel brand, exclusively by means of eSIM profiles. Depending on the plan subscribed to, the services may in particular include an Israeli number, calls, SMS, mobile Internet access, international roaming services, additional international numbers and complementary options. The specific features of each plan, its price, its duration, the volumes of calls, SMS and data included as well as any options are those presented to the customer at the time of the order. Validation of the order entails acceptance of these Terms of Service. The mandatory provisions of the legislation applicable to the consumer prevail over any provision to the contrary.
2. Network and infrastructure
The mobile services offered by eSIM Israel in Israel are provided by means of the infrastructure of the Partner mobile network. The customer nevertheless contracts with eSIM Israel for the services marketed under this brand. Any request relating to a line, an eSIM, an activation, an invoice, a payment, a change of plan, an option, an incident or a termination must be addressed to eSIM Israel. Coverage and service quality depend in particular on the coverage of the Partner network, the location, the layout of the premises, physical obstacles, the available technology, the device used, the frequencies supported, traffic load, interference and maintenance operations. eSIM Israel does not guarantee identical coverage in all places and at all times.
3. Service quality and internet speed
Mobile connection speeds are not fixed and may vary depending on coverage, the available network, the technology used, device compatibility, traffic load and radio conditions. Any speeds presented as maximum or corresponding to a given technology are theoretical speeds and do not constitute, unless expressly agreed otherwise, a guarantee of permanent speed. A speed lower than the theoretical maximum speed does not, in itself, constitute a defect in the service.
4. Interruptions and disruptions
Mobile services may occasionally experience an interruption, disruption or slowdown, in particular due to a breakdown, maintenance, network saturation, interference, a failure of a third-party network or provider, geographical or weather conditions, security measures, a decision of a competent authority or an event beyond the reasonable control of eSIM Israel. eSIM Israel implements the reasonable means within its control to ensure service continuity and to address malfunctions attributable to it. No mobile service can, however, be guaranteed without any interruption in all places and at all times.
5. Allocation and retention of the number
Except in the case of porting an existing number, an available Israeli number may be allocated to the customer upon activation of their line. The allocation of a number does not confer any ownership right on the customer. eSIM Israel does not guarantee the allocation of a particular number, except with a specific option. When a number has been permanently released after termination or closure of a line, its subsequent recovery is not guaranteed.
6. Porting of an Israeli number
The customer may, where the service is available, request to keep their existing Israeli number by requesting its porting to eSIM Israel. The customer must satisfy the required identification and validation procedures, in particular being able to receive the verification code sent to the number concerned. Several incorrect entries may result in a temporary blocking of the procedure in order to prevent fraud. eSIM Israel cannot guarantee the execution of the porting when it is refused or delayed by the original operator, when the information provided is incorrect or when the technical or regulatory conditions are not met. A temporary number may be allocated until the porting is effectively carried out. Once the porting is completed, the ported number becomes the main number of the line.
7. Instructions during a porting
From the time scheduled for the porting, the customer must stop using the old line, remove the old SIM card or delete the old eSIM when it is no longer to be used, then install or activate the eSIM Israel eSIM in accordance with the instructions received. An eSIM QR code can sometimes be installed before the porting, but certain operations only become effective at the time of the transfer.
8. Phone compatibility
The use of eSIM Israel services requires a device compatible with eSIM technology, unlocked for all operators and compatible with the technologies and frequencies required for the service. Compatibility may vary depending on the exact model, its version, its country of purchase, its firmware, its manufacturer and any restrictions of the original operator. It is the customer's responsibility to verify this compatibility before ordering.
9. Installation and configuration
The customer must follow the installation and configuration instructions provided by eSIM Israel. Some devices may require manual configuration of the APN, of the line used for mobile data or of roaming. Incorrect configuration or a handling error exclusively attributable to the customer does not constitute a defect in the service. This provision does not apply when the instructions provided by eSIM Israel are incorrect or insufficient.
10. Liability in the event of incompatibility
When an inability to use the service results exclusively from an incompatible device, a locked device, a lack of eSIM support, a technical incompatibility specific to the model, incorrect configuration or a handling error attributable to the customer, this circumstance does not in itself constitute a defect in the eSIM Israel service. The consumer's mandatory legal rights remain applicable.
11. eSIM profile, QR code and security
The eSIM profile provides access to the services corresponding to the line concerned. The customer must protect their QR code, their activation codes, their credentials and their customer account. The activation codes and eSIM QR codes are personal and must not be disclosed to third parties. An eSIM cannot be used simultaneously on several devices when the technology concerned does not allow it.
12. Technical statuses of an eSIM
An eSIM may in particular appear with the following technical statuses: Enabled, installed and activated in the settings; Disabled, installed but deactivated; Released, never installed and available for a first installation; Deleted, previously installed then deleted and possibly, when the technology allows it, available for a new installation. These statuses are technical and do not, on their own, determine whether the subscription is active, terminated or paid.
13. Change of phone and reinstallation
When the customer still has their old phone and wishes to transfer their eSIM to another device, they must first delete the eSIM from the old phone. When the same ICCID can be reused, the QR code can be regenerated or resent at no additional cost. An eSIM still installed on the old phone may prevent its correct installation on the new phone.
14. eSIM replacement
When the customer no longer has access to the old phone or the old eSIM, in particular in the event of loss, theft, breakage or reset preventing the recovery of the eSIM, a new eSIM with a new ICCID may be necessary. The replacement fee is 10 EUR for a prepaid line and 49,90 NIS for a monthly subscription. This fee is not charged when a simple reinstallation of the same ICCID is technically possible after correct deletion of the old eSIM. The replacement does not change the phone number or the terms of the plan.
15. New eSIM with a new prepaid order
When a new prepaid order requires a new eSIM, the applicable price may be different from the replacement price of an existing eSIM. When a promotional price of 5 EUR is presented at the time of the new order, this price concerns exclusively this new order.
16. Loss, theft or reset of the phone
In the event of loss, theft, breakage or reset of the phone, the customer must contact eSIM Israel as soon as possible when the situation requires the suspension or replacement of the line. The customer remains responsible for the use of their line until it is notified to eSIM Israel, within the limits provided for by the applicable legislation.
17. Deletion of the eSIM and termination
Deleting an eSIM, deactivating the line in the phone settings, changing phone, stopping use of the service or non-payment of a monthly instalment do not constitute a request for termination. A monthly subscription continues until its effective termination in accordance with these Terms of Service.
18. Prepaid plans
A prepaid plan is valid for the period indicated at the time of the order. Its price, its duration and the services included are those indicated in the selected plan. The expiration of the validity period ends the services included in the plan concerned, subject to the possible option of ordering a top-up or a new plan. A prepaid plan does not renew automatically unless clearly indicated otherwise and accepted by the customer.
19. Monthly subscriptions
Monthly subscriptions are renewed and billed periodically until their termination. When subscribing, the customer pays the first monthly payment as well as any activation fees clearly presented before validation. The following instalments are automatically debited from the registered payment method.
20. Data volume and top-ups
The available data volume is that corresponding to the plan subscribed to. Unless otherwise indicated, unused data is not carried over to the following period, does not give rise to any refund and cannot be converted into credit. A data top-up added to a prepaid plan retains the end-of-validity date of the initial plan, unless otherwise indicated.
21. Out-of-plan services
When a plan operates without out-of-plan charges, communications or uses not included are blocked rather than charged. A service blocked because it is not included in the plan does not constitute a malfunction. Certain destinations, special numbers, premium services or particular networks may not be included.
22. Applications, third-party services and connection sharing
Some applications may automatically use mobile data, send messages or initiate certain communications. The customer is responsible for the configuration of their applications and their device. When the plan and the device allow it, the customer may use connection sharing (tethering). Any consumption made by a connected device is considered as consumption of the customer's line. eSIM Israel is not responsible for the operation of an application or a service provided by a third party, except when the problem is directly attributable to the service provided by eSIM Israel.
23. Personal and normal use
Plans intended for individuals are designed for personal, reasonable and normal use. In particular, they may not be used, unless expressly agreed otherwise, for the automated or mass sending of communications, the resale of services, the automated operation of a line, fraudulent use or use likely to disrupt the network. In the event of fraudulent or abusive use or use likely to disrupt the network, eSIM Israel may take the reasonably necessary measures, in compliance with the applicable legislation.
24. Change of plan
For a prepaid plan, an upgrade to a more expensive plan may be offered. The cost is then 5 EUR in processing fees, to which is added the difference between the price of the old plan and that of the new one. A change to a cheaper prepaid plan is not offered. Any change of monthly subscription is charged at 49,90 NIS. In the event of a monthly upgrade, the price difference may be charged immediately in addition to the change fee. In the event of a downgrade, no refund is made for the period already started and the new price applies from the next instalment.
25. Adding a line
A customer may add one or more additional eSIM lines to their account. When a new monthly line is added to an existing account, eSIM Israel may align this line with the existing billing cycle and charge a prorated amount until the next common instalment.
26. Additional international numbers
eSIM Israel may offer the addition of one or more international numbers, in particular French, American, British or Canadian. For a French number, a landline number starting with 01 or a mobile number starting with 07 may in particular be offered, the reception of SMS on a 07 number being possible when the service provides for it. The prepaid price is 9,99 EUR per number when the order is billed in euros, or 9,99 USD when the order is billed in dollars. For a monthly subscription, the price is 20 NIS at the time of addition then 20 NIS per month and per number.
27. Complementary services
eSIM Israel may offer complementary services such as SMS to Mail, voicemail or other features associated with the line. The technical conditions, features and any applicable prices are indicated to the customer at the time of their activation.
28. Use abroad
Services abroad are available only when the plan subscribed to includes international use or when a corresponding option has been added. The applicable inclusions and limits are those presented in the customer's plan. The availability of services abroad depends on the partner operators, roaming agreements, their local coverage and device compatibility. A manual selection of a network or the activation of roaming settings may be necessary.
29. Additional international packs
eSIM Israel may offer additional packs of data, calls or other services for certain destinations. The eligible countries, volumes, durations, prices and conditions are indicated to the customer before ordering or activating the pack. The customer may, when the plan allows it, purchase only data, only calls or several complementary services.
30. Border areas
Near a border, a phone may automatically detect or select a foreign network. The customer must check the network displayed on their device and, if necessary, manually select the appropriate network or disable roaming. eSIM Israel cannot guarantee the network automatically selected by the customer's device.
31. International services and third-party services
eSIM Israel may offer, directly or through partners, complementary services or options intended in particular for the use of communications or mobile data abroad. The conditions, countries covered, volumes, validity periods, prices and limitations are indicated to the customer at the time of their order or activation. These services may rely on infrastructure or providers distinct from the main eSIM Israel mobile line and are subject to the technical conditions applicable to the service concerned.
32. Payment of monthly subscriptions
The monthly payment is made automatically by means of the registered bank card. The customer authorizes eSIM Israel and its payment provider to debit the sums due in accordance with the plan and the options subscribed to. The customer must maintain a valid payment method throughout the term of the contract and until the full payment of the sums due.
33. First payment failure, D0
When a monthly payment is rejected, the unpaid amount is recorded, 9,90 NIS in unpaid-payment fees are added for the incident concerned, and Internet access as well as outgoing calls may be suspended. The customer is informed of the amount to be settled. The line is restored after full payment of the sums due.
34. Unpaid amount not settled after 4 days
If the entire debt has not been settled four days after the first rejection, the line may be completely blocked and 15 NIS in additional fees are added once for the incident concerned. The line is reactivated after full payment of the sums due.
35. Unpaid amount not settled after 30 days
If no full settlement occurs within thirty days following the first rejection, the line may be permanently closed, 69,90 NIS in additional fees or penalty may be added to the extent permitted by the applicable legislation, and the file may be forwarded to a debt-collection procedure. Collection fees may only be claimed to the extent permitted by law.
36. Non-payment does not amount to termination
Stopping payments, blocking a bank card, causing the rejection of a direct debit or no longer using the line does not constitute a request for termination. The customer remains liable for the sums due until the termination takes effect or until the closure of the line in accordance with these Terms of Service and the applicable legislation.
37. Reactivation after closure for non-payment
A line permanently closed after a thirty-day non-payment is not automatically reactivated by a simple payment. Reactivation is subject to full payment of the sums remaining due, payment of 49,90 NIS in reactivation fees, the technical possibility of reactivating the line and the availability of the old number. The recovery of the old number after closure is not guaranteed.
38. Termination of a subscription
The customer may request the termination of their subscription at any time, subject to any legally valid specific conditions of a given plan. When the applicable law grants them several means of termination, the customer may use the means provided for by that law. eSIM Israel in particular provides a termination mechanism from the customer account or the website. The customer must provide the information necessary to identify the line and may indicate the desired termination date. A reason may be requested for service-improvement purposes, but its absence does not deprive the consumer of a legal right to terminate. The termination takes effect within the period provided for by the applicable legislation or on a later date expressly requested by the customer.
39. Porting to another operator
When the customer ports their eSIM Israel number to another operator, the effective porting entails the cessation of the service attached to that number, subject to any separate services or lines remaining active on the account. The sums due up to the effective date of the transfer remain payable.
40. Right of withdrawal and distance transactions
When an order constitutes a distance transaction and the customer legally benefits from a right of cancellation, this right may be exercised under the conditions and within the time limits provided for by the applicable legislation. When legal cancellation fees may be applied, they will not exceed the amount authorized by law. When the cancellation results from a defect, a non-conformity or a breach attributable to eSIM Israel, the mandatory protective rules applicable to the consumer remain applicable.
41. Refunds
When a refund is legally or contractually due, it is made according to the terms applicable to the original payment and within the period provided for by the applicable legislation. A voluntary non-use of the service by the customer does not, in itself, give rise to a right to a refund. The volume of data, calls or SMS not used during an expired period does not give rise to a refund, unless there is a mandatory legal provision to the contrary.
42. Fees and prices
The prices of the plan and the main services are those displayed at the time of the order. The specific fees include in particular, depending on the service concerned: prepaid eSIM replacement requiring a new ICCID, 10 EUR; subscription eSIM replacement requiring a new ICCID, 49,90 NIS; change from a prepaid plan to a higher plan, 5 EUR plus price difference; change of a monthly subscription, 49,90 NIS; prepaid international number, 9,99 EUR or 9,99 USD; monthly international number, 20 NIS at the time of addition then 20 NIS per month; unpaid-payment incident, fees according to the steps described above; reactivation after closure for non-payment, 49,90 NIS. Any other fees are indicated to the customer before they confirm the corresponding operation.
43. Fraud and unlawful use
It is prohibited to use an eSIM Israel line for illegal or fraudulent purposes, to impersonate a third party, to harm the operation of the network, to harass or threaten others, to deliberately circumvent technical or security restrictions, or to cause damage to the network or to other users. eSIM Israel may suspend a line when there are reasonable grounds to suspect fraud or illegal use, subject to the applicable legislation.
44. Customer security
The customer must protect their phone, their eSIM profile, their QR codes, their passwords, their access to the customer account and the verification codes received by SMS or email. The customer must never disclose a security code or a QR code to an unauthorized person.
45. Phishing and identity theft
The customer must remain vigilant against fake SMS, fake emails, fake calls, fake websites and other fraud attempts. eSIM Israel cannot be held liable for a fraud committed exclusively by a third party posing as eSIM Israel when this fraud is not attributable to a failure of eSIM Israel.
46. Data protection
eSIM Israel may collect and process the information necessary for account management, activation, porting, the provision of services, payment, billing, customer support, fraud prevention, incident resolution and compliance with legal obligations. The information may be disclosed to technical, payment, telecommunications and other partner providers to the extent necessary for the provision of the services. The processing of personal data is also subject to the privacy policy published by eSIM Israel and to the applicable legislation.
47. Service communications
eSIM Israel may send the customer communications necessary for the management of their line by email, SMS, WhatsApp, customer account, telephone or any other means of contact provided by the customer. These communications may in particular concern an activation, a porting, consumption, an invoice, a rejected payment, a suspension, a technical modification or a security matter. Communications necessary for the performance of the contract are distinct from commercial communications.
48. Liability
eSIM Israel is responsible for the performance of the obligations incumbent upon it under the contract and the applicable legislation. Subject to the applicable mandatory provisions, eSIM Israel cannot be held liable for damage caused exclusively by misuse by the customer, an incompatible device, incorrect configuration exclusively attributable to the customer, a third-party application or service, an external failure not reasonably within its control, an interruption of a third-party network, a decision of a competent authority, an exceptional security circumstance or a force majeure event. No provision of these Terms of Service excludes any liability that cannot legally be excluded or limited.
49. Modification of services and prices
eSIM Israel may change its services, options or technical features when a change is necessary in particular for technical, regulatory, security or infrastructure-related reasons. eSIM Israel may modify the prices offered to new customers or for new orders. When a modification substantially affects a service already subscribed to and the law requires prior information or grants the customer a specific right, these obligations are respected.
50. Customer service and complaints
The customer may contact eSIM Israel by the means indicated on its website. Any complaint concerning an invoice, an activation, a service or an operation must make it possible to identify the line concerned and to sufficiently set out the problem encountered. Recourse to customer service never deprives the consumer of the right to bring the matter before a competent authority or court.
51. Applicable law
These Terms of Service are subject to Israeli law. However, when the customer benefits, by reason of their place of residence or the circumstances of the transaction, from mandatory consumer-protection provisions that they cannot legally waive, these Terms of Service cannot have the effect of removing those rights.
52. Partial invalidity and absence of waiver
If a provision of these Terms of Service is declared void, illegal or unenforceable, the other provisions remain applicable to the fullest extent permitted by law. The fact that eSIM Israel does not immediately exercise a right provided for by the contract does not constitute a definitive waiver of that right.
53. Primacy of mandatory provisions
No provision of these Terms of Service may be interpreted as removing a mandatory right granted to the consumer, excluding a liability that cannot legally be excluded, authorizing the collection of fees prohibited by law or preventing the consumer from exercising a remedy provided for by the applicable legislation. When a provision of these Terms of Service is incompatible with a mandatory rule, the mandatory rule prevails.
Questions?
Contact us at support@esim-israel.com