Refund Policy
Last updated: October 1, 2026
This Refund Policy supplements our Terms of Service. By purchasing, you agree to both documents.
1. What “activated” means
Your eSIM counts as activated as soon as the first of these happens:
- You press “Activate now” on the order confirmation page or on your order page (the “View my order” link in your confirmation email).
- The activation date you scheduled arrives.
- The eSIM line first registers on the Israeli mobile network.
Scanning the QR code or installing the eSIM profile on your phone does not, by itself, count as activation. Your order page shows the current activation status.
2. Eligible refunds
We may approve a refund in the following situations, subject to verification:
- Unused eSIM (new purchase): Full refund within 30 days of purchase, as long as the eSIM has not been activated.
- Top-up not yet applied: Full refund within 30 days of purchase if it was never applied to your line. Top-ups normally load the moment payment succeeds, so this covers a top-up whose loading failed.
- Activation or installation failure: After troubleshooting with support, the eSIM cannot be installed or activated due to a fault attributable to SabraConnect or the supplied profile (device must meet our compatibility requirements).
- Carrier or provisioning error: We confirm a carrier-side or provisioning error that prevented the service from starting as sold.
- Documented coverage issues: A partial refund may be considered if you provide reasonable evidence of a material lack of data connectivity in areas where coverage was advertised, assessed case by case.
3. Non-refundable situations
- After the eSIM has been activated or data usage has begun.
- More than 30 days after purchase — including change of mind, unused plans, or an incompatible device you did not verify before purchase (see Terms of Service).
- Top-up purchases once applied to your line, except where required by law.
4. How to request a refund
Email support@sabraconnect.com from the address used at checkout (or include your order ID). We reply within 2 business days.
5. Processing, currency and discounts
Approved refunds are issued in US dollars (USD) — the currency you were charged — to the original payment method. We reply to refund requests within 2 business days and issue approved refunds within 5 business days of approval. Your bank or card issuer then typically takes 5–10 business days to post the credit. We do not cover currency-conversion or foreign-transaction fees charged by your bank.
Refunds never exceed the amount you actually paid. If you used a coupon or discount code, the refund is the discounted amount charged; coupon value is not refunded as cash and a used single-use code is not reissued.
6. eSIM QR Code — One-Time Use
Each eSIM QR code issued by SabraConnect can only be scanned once and is permanently linked to the device it was installed on. Once activated, the QR code cannot be reused on a different device.
In the event of a broken, lost, or stolen phone, SabraConnect will attempt to request a new QR code from our provider on a best-effort basis only. This is not guaranteed and may take additional time. No refunds will be issued in such cases.
We strongly recommend that customers save their QR code upon purchase in case it is needed again.