Terms & Conditions
By signing up for service, the customer agrees to all terms of contract as listed below.
The company agrees to provide service to the customer as per the terms of contract of the order. However, the company reserves the right to cancel service to the customer, or disconnect the service, for any reason at their discretion.
Warranty and Insurance
All New or refurbished phones come with a 6-month limited warranty. For charger plugin warranty is for 3 months
Insurance covers physical and internal damage to the phone but does not cover intentional damage or total loss, neither in the case of a lost or stolen phone nor if the phone is water damaged.
Cellular Israel reserves the right to terminate the customer's insurance at any time at their discretion, for reasons such as, but not limited to, abuse of the free insurance coverage and/or excessive repairs.
Please note: Warranty and Insurance are on the phone only and do not cover the charger, cable, case and other accessories
Phone insurance on a used phone has a deductible
For sim card only orders, Cellular Israel does not guarantee compatibility of your phone with the sim cards we provide. We will do our best to assist you in determining if your phone should work with our service, but the ultimate result is the customer's responsibility. Cellular Israel is not responsible if the customer orders the wrong type of sim card for their phone model.
All equipment must be returned to Cellular Israel in the condition it was received. Any standard phone or smart phone which is rented out to the customer completely open and unlocked, and subsequently returned to Cellular Israel with any code, pin code, pass code, secure code, icloud password, signs of tampering with the filter, after a factory reset, etc. will incur a minimum charge of 80 ILS to unlock it. If the devide cannot be successfully unlocked without a factory reset, the customer will be charged for the cost of a replacement phone, usually $45 for standard phones and often $400 or more for smart phones.
All equipment is under the customer's responsibility after it leaves our office, until it is returned to our office. If you are not home to accept the delivery please make the necessary arrangements or leave a note for the driver where to leave your package. All rental phones must be returned within 3 business days after terminating your contract. Phones must be returned via delivery service or registered mail so that it can be tracked if it fails to arrive. Any phone returned after 3 business days will be subject to late fees. In Israel, we offer delivery and pick up of your phone from your hotel or apartment. Delivery/Pick up fees apply for this service.
All rental equipment, including but not limited to phones, chargers, sim cards, etc, must be returned to the Cellular Israel location it originated from. For example, if the equipment is picked up or delivered in Israel, it must be returned to the Israel location prior to your departure. Similarly, if the equipment is received in the US via shipping or is picked up from the Lakewood location, it must be returned to the Lakewood location upon your return to the USA. Failure to return the equipment to the correct location will result in a $10 restocking fee per item.
**Important disclaimer regarding delivery service. As the deliveries are carried out by a third party delivery service, Cellular Israel cannot take responsibility for any difficulties or delays with the delivery. We use a very reputable company and are very satisfied with their service. We will do our utmost to help you out should any problem arise. If due to any misunderstanding, due to wrong address, phone number, wrong name, package not being found, long waiting period, hotel refusing to accept package, etc. the delivery service must make a second attempt at delivery/pick up, and charges for their services twice, we will have to relay the cost over to you. The customer is also responsible for any monetary loss incurred by a postal delay or error, for example, replacing the sim card, if need be.
Payment and Billing
Cellular Israel accepts Visa, Mastercard and American Express credit cards. An authorization charge may be taken when you activate service. This is an authorization and not a charge, just to verify the validity of the card. One time fees may be charged at any time once the order is placed.
The customer is responsible for payment of all charges on his account for all types of calls, data usage and additional services (including primary and third party usage and connections). The Company reserves the right to make changes to the rates without prior notice. The Company reserves the right to modify existing or contracted rates in case of fluctuations in the currencies market, including but not limited to assessing a fee or surcharge to equalize currency values to the current Israeli shekel. The customer hereby irrevocably authorizes the company to charge the credit card(s) provided to the company for all charges incurred by the customer.
Deposits and Late Fees:
All deposits charged by Cellular Israel are fully refundable. The deposit will be returned to the customer 2 weeks after the device is returned, less any usage charges not included in the plan and/or late fees. You will be continued to be charged your regular rental fee until the device is returned.
Chargebacks and Disputed Charges:
If the customer disputes a bill with their credit card company, but the bill is a valid charge from Cellular Israel (and not a duplicate charge, erroneous charge, etc.), the customer is responsible to pay back the original bill amount plus one $15 chargeback processing and handling fee per disputed charge. The company reserves the right to suspend or terminate service to the customer at any time, with or without notice, in case of negligent payment by the customer.
Billing for All Long Term Orders:
Monthly services from Cellular Israel, such as Customer Assistance, Insurance, Virtual Numbers, etc. are all billed at the beginning of the customer's service month (the same day of the month as the plan's start date) for the upcoming month and are not prorated. Service fees may be charged as soon as the customer's service is activated. All charges will be made to the most recent credit card on file with Cellular Israel and with the provider, respectively. Cellular Israel is not responsible for the customer's payment with their provider. By signing up through Cellular Israel, the customer agrees to their provider's terms and conditions, including all company policies. Prices listed on our site are current to today's date and are subject to change by the provider at any time before activation. Cellular Israel is not responsible for changes in price.
Billing for Cellular Israel Direct and Talk & Text Plans:
Monthly charges from Cellular Israel are all billed at the beginning of the customer's service month (the same day of the month as the plan's start date) for the upcoming month and are not prorated. Service fees may be charged as soon as the customer's service is activated. All charges will be made to the most recent credit card on file with Cellular Israel. By signing up through Cellular Israel, the customer agrees to the terms and conditions, as well as, all company policies. Usage charges that are not included in the plan are usually billed to the customer at cost plus five percent at the current ILS - USD exchange rate. However, Cellular Israel reserves the right to determine the amount to bill the customer for usage charges that are not included in the plan on a per case basis. Prices listed on our site are current to today's date and are subject to change if the provider changes their rates at any time before activation. Cellular Israel is not responsible for changes in price.
Services that are "Unlimited" refer to normal, single user usage. Unlimited local outgoing calling does not include service numbers, hot lines, radio lines, etc. Unlimited local texting in Israel does not include service numbers.
Cancellation of Long Term Orders
Cancelling before the start date Once an order has been placed, Cellular Israel reserves the right to charge the full order cost. Generally, the customer will not be charged a cancellation fee to cancel the order, as long as the order has not yet been processed. Once the order has been processed, there is a $20 cancelation fee plus the $10.99 sim fee that will apply. If the delivery has already been ordered, as well, the delivery/shipping fee will also apply.
Cancelling on or after the start date If the plan start date has already arrived and the service has begun, the customer will be charged for all services and usage incurred up until their cancellation request has been processed, plus an early termination fee. If any of the services ordered (either from the Israeli provider or from Cellular Israel directly) are cancelled before four months has passed, the customer will be billed a $20 USD or 75 Shekel (ILS) early termination fee, at the equivalent US Dollar rate on the day this fee is charged to the customer's credit card. Long term plans require a minimum service period of four months. Once four months of service have been charged to the customer, the customer may request to cancel service from Cellular Israel, effective immediately, with no penalty.
Plans that are cancelled before their original end date and include services paid upfront for the duration of the plan, such as Customer Assistance, Insurance or a Virtual Number, will not receive a partial refund on these services for the months not utilized.
Termination of Long Term Service
If a service plan end date is not provided to Cellular Israel, neither during the original sign up process, nor at any point thereafter, the service plan will continue, indefinitely, until a cancellation request is received by Cellular Israel.
If a service plan end date has been provided, all of the Cellular Israel provided services will be cancelled at the end of that day.
However, the customer must request to cancel all services from any external service providers, even if the initial service was signed up through Cellular Israel. Customers participating in the Customer Assistance program need only contact Cellular Israel directly and request that their Cellular Israel and Israeli services be cancelled. Customers who do not have Customer Assistance from Cellular Israel need to contact their Israeli provider directly and request to cancel, or they may ask Cellular Israel to cancel their service with the Israeli provider on their behalf for a service fee.
Cellular Israel is not responsible for charges billed to the customer by the external provider, even after the requested service end date has passed. The customer is solely responsible to cancel their service(s) with all external providers.
Extension of Long Term Service
If the customer requests to extend their long term service past the original service end date, Cellular Israel cannot guarantee that the original plan rates will be available past the original service end date. Plan rates may vary, but Cellular Israel will try its utmost to provide the customer with the best available rate.
Cancellation of Short Term Orders
Once an order has been placed, Cellular Israel reserves the right to charge the full order cost. Generally, the customer will be charged a $15 cancellation fee to cancel the order, as long as the order has not been processed. Once the order is processed and/or shipped and/or the service has begun, the customer will be charged for all services and usage incurred up until their cancellation request has been processed, with a minimum charge of $15.
Porting out a phone number
As the reseller, Cellular Israel is the legal owner of all its phone lines and therefore has no obligation to port out any numbers. Should a customer wish to port out his number, he may do so for a $100 fee. Customers may change from one Cellular Israel phone plan to another without a fee. The exception is in the case of a customer who ported out their number from their previous provider into Cellular Israel. As a courtesy, if such a customer wishes to subsequently port out their phone number to another provider, they may do so without incurring a charge.