Pelephone’s Terms of Relationship
We welcome your purchase of a service package as part of IsraelieSIM. Using the Service, you will be able to enjoy surfing, calls and SMS in Israel in amounts and for the time period defined in each package (“the Service”).
If you have any questions, we are at your service by contacting the service center, as shown under the heading “Service Calls”.
Use of the Service constitutes your consent to the terms of use set out below, as may be from time to time.
Subscriber number
The subscriber number linked to the eSIM that you purchased appears in the transaction summary that will be displayed after completion of the transaction on the website at https://www.pelephone.co.il/digitalsite/eng/abroad/IsraelieSIM/ (“the Service Website”) and in an email to the address you provided during the purchase process. In certain cases it might become necessary, for technical reasons, to change the Pelephone number allocated to you. The subscriber number also serves for receipt of notices from Pelephone on various matters, including usage notices, notice of subscriber disconnection, etc.
Pelephone may cancel the eSIM and the number associated with it in accordance with the terms set forth in law or in the license granted to it by the Israeli Ministry of Communications.
Terms of use
The Service is provided only for devices that support eSIM technology. It is your responsibility to ascertain, before making the purchase, whether your device supports eSIM technology.
To help you check your device’s compatibility, Pelephone’s Service Website includes a list of the devices that support eSIM. The models named in the list refer to models brought to Israel by an official importer. It is clarified that the list is not definitive, and there could be other devices that support eSIM but are not named there. Furthermore, there might be devices which are listed as supporting eSIM but some versions that are sold in certain regions of the world do not support eSIM.
To enable you to use the Service, you must ensure that you have remaining data volume and/or number of call minutes and/or SMS, as the case may be, on the eSIM. If your entire data volume, number of call minutes or SMS on the eSIM have been used or if the package period has ended, surfing and data transfer and/or making and receiving calls in the cellular network and/or sending SMS will not be possible until you reload. There could be cases where, owing to a malfunction or disruption in the systems, a certain amount of usage will be possible even without a balance in the eSIM. In that case, Pelephone may take any action to collect payment for the services you consumed, including setting off the amount of the debit against the next loadings you make to the eSIM, and it may do so without notification and without derogating from any other relief available to Pelephone under the law and/or pursuant to an agreement.
The use of data volume is subject to the device’s support for cellular data on the frequencies used by Pelephone. If you device does not support such usage, you will not be credited for purchasing the eSim. You must ascertain the compatibility of the device for use of the Service in the Pelephone network before actually using it.
The Pelephone network can be used only by devices that support 4G, and calls require support for VoLTE and subject to support for the following frequencies:
4G: 700, 1,800 and 2600 MHz.
5G: 3,500 MHz.
Without derogating from the foregoing, it is clarified that the Service can be provided also by means of a 3G network.
Using the eSIM
When the purchase is completed you will be shown a QR code which you must scan in the appropriate place in the device’s definitions. Only after scanning the QR code and receipt of confirmation in your device that the SIM is working properly, will you be able to use the eSIM when you arrive in Israel. As soon as you activate the eSIM, an SMS will be sent to your device showing the telephone number associated with the eSIM and additional useful information. We will send the QR code to an email address you provide, for your convenience and for future scanning of the eSIM.
You are responsible for activating the eSIM upon your arrival in Israel.
Consent to receive marketing information
Please note: the subscriber number and/or any other detail you deliver to Pelephone will be used to receive marketing offers and ads from Pelephone and/or from entities with which it has business relations, including Bezeq Group companies such as yes DBS Satellite Services and Bezeq International, and marketing and publicity information, including offers for products and services of Pelephone and/or the above-mentioned companies, as well as benefits you have earned as a Pelephone customer (including in accordance with section 30A of the Communications Law), using the contact details you provided and/or will provide in the future. The offers will be sent to the device, to the email address, etc.
In addition, you are giving permission to Pelephone to forward your contact details so that these entities can send you notices and updates. This authorization will remain valid even after the end of the relationship between you and Pelephone, and will serve also for Pelephone to contact you with offers of new relationships or other marketing offers, using the same means. You can change your choice at any time by contacting the service center, as shown under the heading “Service Calls”.
Package term
If you purchased a new eSIM, the package you chose will be loaded onto the new eSIM and will remain valid in accordance with the period noted on the Service Website. The card’s validity will be calculated from the date of your first use of the package in Israel.
If you load new package on an existing eSIM (i.e. not purchase of a new card), the selected package will be valid in accordance with the package selected on the Service Website and will start immediately upon completion of the purchase. We recommend that you charge existing eSIM close to the date of start of use of the card in Israel.
Pelephone may, but is not obligated to send an SMS to the subscriber a short time before Pelephone's systems has identified that your balance for each component of the package (such as data volume, minutes volume, SMS volume) has reached 75% and 100%. Another message will be sent 7 days before the package expires. The message will be sent subject to the Pelephone system identifying the above usage rates and as soon as possible after the identification (there could be a delay of several hours or more). It is clarified that dispatch of the message/s depends on the smooth functioning of the system and on the proper working order of your device, and that non-dispatch or non-receipt of a notice for any reason whatsoever does not establish cause of claim against Pelephone.
Dialing abroad from Israel
Some of the packages offered on the Service Website include an accumulated sum of money which can be used to call and sending SMS to phone numbers abroad. The debit is charged subject to the terms and tariffs of the international operators, as the case may be, and as they are updated from time to time.
You can dial abroad by means of international operators. The overseas call tariffs are set by the international operators. To find out the tariffs, contact Customer Service of the international operators or open the website of the relevant international operator. You should be aware that you cannot make an overseas call using the “00” prefix (selected international operator) or by pressing “+” on the dial pad instead of the prefix of the international operator. Sending an SMS/MMS to an overseas destination involves payment at the rate in the Principal Service Tariffs as updated from time to time in supporting devices only.
For the removal of doubt, the Services cannot be used outside Israel.
Check your balance
You can check the balance remaining in your package and its expiry date at the Service Website.
You can also make a free call to *998 directly From the device where the ISRAELI-ESIM was installed you install to hear an automated recording of the balance of units in the package and the expiry date of the package you purchased.
Using the package
Use is according to the content of the package you purchased.
Minutes and SMS plans: Up to 3,000 call minutes to subscribers of Israeli telecommunications operators, in Israel and up to 1,500 SMS but not more than 50 per day to subscribers of Israeli cellular operators, in Israel. This does not include special numbers / services / star numbers, etc., for which there is a separate tariff.
If the package includes a usable accumulated amount, it can be used to call and sending SMS to phone numbers abroad.
The Service is for personal, reasonable and fair use by the user, in good faith and in an accepted manner using only the device, and not for advertising, message distribution, surveys, telemarketing, multi-dialing, etc.
The Service does not enable roaming services.
For further details, including transfer to alternative ISRAELI-ESIM packages, you contacting the service center, as shown under the heading “Service Calls”. The units included in the package are valid for use in Israel only, and are not applicable when dialing/sending SMS to services, special numbers, star numbers and the like, for which there is a special tariff, or when dialing Palestinian cellular operators (such as Jawwal). The other tariffs of the ISRAELI-ESIM or the other services, including data tariffs, are listed in Pelephone’s Principal Services booklet and/or as defined for each Service, as may be updated from time to time. The Services are provided for payment and/or upon joining a Service and/or subject to device and/or network support and/or the covered regions and subject to the terms of each Service. Use of the Services is subject to the “Terms of Relationship with Pelephone” document except for the changes necessitated by this type of relationship. Since this booklet is produced and distributed in advance, there could be situations where conditions will apply on the date of the start of their use which differ from those set out above. You should make sure you are aware of revised conditions. The tariffs include VAT.
General terms
Charging the account with new packages sometimes includes a distribution commission, as determined by Pelephone from time to time. If you have used the full amount of the Service package you purchased, you will not be able to consume Services until you load a new Services package. There could be cases where a malfunction or disruption in the systems will enable you to consume Services even though there is no balance in your Service package. In that case, Pelephone has the right to act in any way to collect payment for Services you used, including deducting the amount of the debit from the next Service package loaded onto the eSIM, and it may do so without notice and without derogating from any other relief available to Pelephone under the law or agreement. The Service is provided only in areas covered by the Pelephone network. The cover is influenced by factors such as the weather, radio disturbances and malfunctions in other communications networks. There may be certain places that are not covered. In certain cases Pelephone might be compelled to limit provision of the Service, even without prior notice, inter alia for reasons of security, safety and maintenance. The speed of data transfer when surfing is not fixed, and is dependent on various factors, including network cover and availability, loads on the network, the type and support of the device or the cellular modem, etc. Pelephone reserves the right to initiate slow-down of the data transfer speed when such slow-down is needed to regulate loads and/or to prevent harm to the network or its users. Furthermore, Pelephone may slow the data transfer speed at its discretion if the customer makes use of data transfer at more than three times the average use by a Pelephone network user and in the event of file-sharing software and/or content among different users. In addition, Pelephone may disconnect your eSIM device if it transpires that it is causing a disruption in the network. The eSIM belongs to Pelephone and is lent to you for a limited period. Pelephone is entitled to program the eSIM and to retrieve data from it even when it is in your possession. Changes may occur in the tariffs from time to time, at Pelepbhone’s discretion, in accordance with the provisions of its license and/or as required by law.
Please note:
• It is forbidden to make changes to the eSIM
• It is forbidden to use the Services for illegal purposes or in a way that will cause a nuisance or disturbances.
• It is forbidden to act in a way that could cause disruptions in the network.
Failure to obey these instructions is liable to result in your disconnection from the network.
You cannot request that your device or the eSIM be blocked, even if you lose your device or it is stolen. In the event of loss or theft of the device or the eSIM, you are not entitled to another device or a replacement eSIM.
There are situations in which Pelephone is required to provide information that includes your telephone number and your location (including outside Israel). If you have not activated “block” from your device, your number will be identified in every call you make from your Pelephone device. Your telephone number will be identified in every SMS that you send. If you make no calls from your device and the eSIM allocated for your use for a year or more, Pelephone may disconnect you from the network. After the disconnection you will be unable to make any use of the device. In addition, Pelephone has the right to cease to provide the Services.
The tariffs and contents of the Services are shown on the Service Website.
For your information – every call involves use of the call minutes contained in the Service package, including calls to voice mail (if made) but excluding calls to free numbers in Israel – prefix 1-800. Pelephone has the right to update all the tariffs at any time, and will publish notice of the change. Pelephone may also offer different service packages. It is up to the customer to inquire which packages are available for purchase on the Service Website. The airtime tariff is calculated per unit of 1 second, and part of a call that is less than 1 second will be rounded up and debited as 1 second. In certain tracks, in calls and notices to subscribers of other networks, one minute of airtime or send time for SMS/MMS will be added to the tariff, a completion tariff for call/message completion in another network.
Payment for sending a message to another network will apply even if the message does not reach its destination for any reason. Long messages (more than 160 Latin characters or 70 other characters, such as Hebrew) will be split into more than one message, with separate payment due for each of them. There are cases where an SMS message will be considered to be an MMS message. You can ask Customer Service attendants by contacting the service center, as shown under the heading “Service Calls”..
You cannot receive Services to which a special debit is applicable or a debit of a fixed monthly payment. If you do not update details with Pelephone you will not be able to receive details about calls made from the device in which the eSIM assigned to you is installed. Use of the information and content Service involves payment as listed in Pelephone’s Principal Services price list, as may be revised from time to time. The eSIM is intended for use only with ISRAELI-ESIM service.
The packages are designed for devices that support the frequencies that Pelephone uses, and are provided subject to the terms of the Services. Payment for the package does not include payment according to actual use of the Services for which there is such a payment and/or payment for content consumption and/or Premium payments and/or any additional payment beyond the fixed monthly payment.
The packages and/or the benefits and/or the Services are conditional upon the device’s support and actual monthly consumption, and cannot be accumulated or transferred. If the device in the subscriber’s possession does not support some of the Services in the selected package, the subscriber will not receive a credit and will be charged for the entire package.
Pelephone has the right to update, from time to time and at its discretion, the components of the package and also to add services to it or remove some Services from it, including for subscribers in specific plans. Pelephone is not required to continue to provide all the Services contained in the package. If a particular Service out of those in the package is cancelled at Pelephone. It will also not be provided as part of the package.
Data packages
• Upon consumption of the data volume included in the package, surfing will automatically be blocked until a new Service package is loaded.
Definitions and remarks on data volumes and “Internet surfing”:
• The data tariff in Israel is calculated in units of 1 KB. The tariff does not include payments to content and internet providers. When using data via other communications operators/providers, the subscriber might be required to pay an additional sum, completion rates and/or any other tariff, depending on the communications operator/provider. The meters in your device do not count the debit units by which the subscriber is charged, and should not be used to calculate the debit.
For Service packages which include minutes/messages, it is clarified that they do not include call and video minutes and dialing to subscribers of communications operators in the Palestinian networks, such as Paltel and Jawwal, nor do they include dialing to star numbers and special numbers.
• The data tariff is for data transfer and does not include any other payment, including payments for content and services. The actual debit for data (not as part of roaming services) is made in units of 1KB. Consumption of less than 1KB will be rounded up.
• Slowdown: Pelephone may, at its discretion, slow the speed of data transfer in a package or without a package, whether the package is according to supported maximum speed or not, in a case where the subscriber deviates from fair and reasonable use as to volume or manner of use, including with regard to the type of subscriber.
• Receipt of content, including for payment: The customer is aware that when surfing the internet and/or when downloading any apps, content or services from various sites/vendors/sources, then during or soon after the download a range of content such as ads will be sent to the device from time to time and without having specifically requested it, and that these will consume data communication for which the customer will be debited by Pelephone at the applicable rates. Advance notices, including in real time, concerning a type and/or volume of consumption, are not sent by Pelephone and not necessarily with its knowledge.
• Debit for browsing to specific pages and sites: Pelephone need not debit payment for browsing to specific pages and/or sites, at its discretion and based on its decision from time to time. Pelephone may change its decision to debit for such browsing, without notice.
Terms of use in 4G network
The Service is provided in supporting devices in 4G network cover areas, as these may change from time to time. Actual surfing speeds depend, inter alia, on the end-user equipment, reception conditions and the cover areas.
For your information, high surfing speed could lead to increased data communication consumption in certain apps. The debit is according to your data package. Pelephone may collect payment for this service in the future, by giving notice.
Please note that in case of deviation from fair and reasonable use by that type of subscriber (three times the average volume), Pelephone may slow the maximum speed of data transfer supported by the data package to a speed of up to 64Kbps and an upload speed of 40 Kbps. All the terms relating to supported maximum data transfer speed will apply also in this case.
Additional details on data transfer speed can be obtained from the Service representative and on the device packaging.
Important clarifications concerning using data in a 5G network in general and data transfer speed in the data package in the track (including with regard to increasing the data volume):
Using data in a 5G network will be possible in 5G plans using a device that supports 5G, in updated 5G deployment areas and subject to the Terms of Service.
The significance of the maximum speed is that you are not limited in advance to a specific data transfer speed but are “open” to use up to the full data transfer speed possible by Pelephone’s 3G, 4G and 5G networks (as they are at the time you sign up, not including future network upgrades) and which is enabled by your device. It is important to know that actual data transfer speed, at any given moment, is influenced, inter alia, by the support of your device, support of the network, the conditions of the network and its areas of cover, as well as other factors such as – but not only – your location, the volume of data you are transferring, use load in the network, internet performance, the software and accessories being used, and so on, the effect of which is to reduce the actual data transfer speed, sometimes significantly compared to the maximum speed supported by Pelephone. It is clarified that because of this, Pelephone does not commit to an actual data transfer speed, and the existence of data packages with various maximum speeds or which include slowdown speed, does not teach of the actual transfer speed in each package. This includes not entertaining an allegation that the actual transfer speed in a particular package is lower than the maximum speed in it or in other packages. It is entirely possible that the surfing speed for a considerable part of the time, and in particular during peak hours, will be significantly slower than the declared speed.
Surfing speed is up to the data transfer volume in the data package that the customer selected.
It is clarified that the maximum possible speed at the time you signed up is not valid for any future network upgrades, following which the maximum speed supported by the network will increase, and in such cases (1) your maximum surfing speed will be limited to the speed supported before the network upgrade, and (2) Pelephone may offer you the purchase of a upgrade to the data transfer speed in your data package, at its discretion from time to time.
Special clarifications regarding using data in a 5G network
In areas where there is no 5G deployment, surfing will be in 3G and 4G networks where they are deployed. Since the 5G network is currently in it set-up stages, there could be situations that will characterize most of the surfing time, where surfing will be in 3-4G networks.
In this context, it is noted that the Service is based on wireless broadcasting transmission that is affected by environmental and other factors, as explained above with regard to data transfer speed. Therefore, in practice, surfing in a 5G network will not be possible in every area and/or in all areas of deployment, and on this matter no allegation shall be made concerning non-fulfillment/use of data in the 5G network for some, most, or all of the time.
Information about deployment of the 5G network in specific areas can be obtained by contacting the service center, as shown under the heading “Service Calls”. or on the Pelephone website at www.pelephone.co.il.
For your information, it is possible that in certain areas the supporting device will display a 5G indicator whereas in practice, using data will not be in a 5G network. You should note that surfing in a 5G network will be possible using a supporting device and in specific plans. In the event of transition from that plan to a plan that does not enable surfing in a 5G network, surfing will be in a 3 or 4G network.
For your information, high surfing speed is liable to result in increased data communication consumption in certain apps.
Please note that in case of deviation from fair and reasonable use by that type of subscriber (three times the average volume), Pelephone may slow the maximum speed of data transfer supported by the data package to a speed of up to 64Kbps and an upload speed of 40 Kbps. All the terms relating to supported maximum data transfer speed will apply also in this case.
Additional details on data transfer speed can be obtained from the Service representative.
Content services
Pelephone provides content services for the payment shown on its website or in its Principal Service Tariffs booklet, as these may be updated from time to time. Pelephone is not responsible for the correctness, accuracy, availability, integrity or reliability of the contents, which are provided “as is”. The information included in the content services is protected under copyright. The content can be used only personally and not commercially, and it is forbidden to copy the content, alter it or forward it.
Important – Limit of liability
Pelephone, its employees and all those who represent it shall not bear tortious or contractual liability for any damage other than direct damage caused by limitation of the Services, their suspension, disconnection or termination, including owing to an error in provision of the Services, an error in or omission from a telecommunications message, non-delivery or late delivery of a telecommunications message, delivery of a telecommunications message to an incorrect address or incorrect registration in a subscriber register or other publication of Pelephone, and any damage stemming from a deliberate act or from severe negligence of Pelephone, its employees or those who act on its behalf.
Pelephone, its employees and all those who represent it shall not bear liability under the agreement where there is an exemption with regard to liability by virtue of section 41 of the Communications (Telecommunications and Broadcasts) Law, 1982, or where damage was caused owing to the operation of means to prevent fraud, to the extent required for identifying and terminating the fraud.
Furthermore, Pelephone, its employees and all those who represent it shall not bear any liability for any damage caused by circumstances beyond its control, including force majeure, fire, war, acts of sabotage, severe disturbances of public order, shortage of reasonable sources for the supply of essential equipment for the system, an act or omission of another communications provider or restrictions imposed by it, laws, regulations or government edicts, network limitations that do not overstep the bounds of the terms of the license, military or security restrictions, means of fraud prevention or other causes beyond the control of Pelephone, all subject to the aforementioned cases not being in Pelephone’s control and that despite reasonable efforts it is unable to meet its commitments. These provisions apply to whoever uses your device, and it is your responsibility to advise him accordingly.
Information about offensive sites and content on the internet
The internet contains countless quality, interesting and intriguing sites. For the most part, surfing the web is a source of pleasure and of acquiring knowledge. However, there is no supervision in the internet environment and it is sometimes difficult to know when surfing becomes dangerous and could even be harmful. We therefore decided to inform you of the dangers of web surfing.
Exposure to inappropriate content
The internet has no bounds as far as the content displayed on it is concerned. Consequently, surfers are likely to be exposed to sexual, malicious or violent content in email messages, in forums and chats.
Criminal harm
Groups of hackers on the internet break into the computers of companies and government entities in order to corrupt or leak information. These hackers sometimes try to recruit surfers to perform these tasks.
Sexual harm during surfing:
Surfers get to know friends and new people on the internet and are sometimes tempted to arrange to meet them outside the virtual space. Meetings of this kind are liable to put surfer safety at risk. Sex offenders are likely to use chat rooms or forums to earn the trust of children and to arrange to meet them face to face for sexual exploitation.
Nationalist harm
Extreme groups or organizations use internet surfers as a means to attaining nationalistic aims.
Hooliganism
Bullying and harassing surfers by sending email messages or participating in chats with content that is harassing, humiliating, insulting or aggressive.
Breach of privacy
Sites, commercial companies and bullies of various kinds try to ferret out personal information from surfers. For example, age and address, phone number, and so on. Information of this kind is oftentimes exploited for commercial purposes and in more serious cases, for the temptation and exploitation of surfers.
Drugs, alcohol and other perils
One of the biggest disadvantages of the internet is the absence of supervision of the content displayed there. This being the case, there are various kinds of information to be found there, from the encouragement of unlawful use of drugs, through alcohol consumption to information on how to prepare explosives.
Gambling
There are numerous gambling sites on the internet and anyone with an eSIM credit can enter them and place bets. Be aware that gambling by minors is against the law.
How can we protect ourselves?
Pelephone offers its customers a parental control service. The service enables harmful and inappropriate sites and content to be filtered during internet surfing, and also filters harmful or inappropriate information on other sites. The information that can be filtered as part of the service is as defined in law and in accordance with accepted standards in the field. The service is provided at no additional cost. For details and to sign up you can contact the service center, as shown under the heading “Service Calls”.
Service calls
For inquiries about service, new device campaigns, joining or disconnecting from the Services, malfunctions and loss, you can dial *166 free call from your Pelephone device or 1800-050-160 from any telephone in Israel. The service in our Customer Service Call Center is in Hebrew only. For service in English and Hebrew you can send a Whatsapp message to 050-5007006. For disconnection of a service, termination of a service or to end the relationship, see “Other ways to make inquiries” later in this document.
For inquiries about malfunctions or loss of a device, call the 24-hour service at *166 when dialing in Israel for a free call from a device in the Pelephone network or dial 1800-050-166 from another device in Israel. For other topics dial *166 or 1800-050-166 (available in Hebrew only) or send a Whatsapp message to 050-5007006 (available in English and Hebrew), Monday-Thursday between 08:00 and 16:00, Friday/holiday eve from 08:00 and 13:00 and a Whatsapp message until 12:00, during the intermediate days of Sukkot and Pessach between 08:00 and 13:00. The number for a free call and operating hours might vary from time to time. It is the customer’s responsibility to ascertain the free call number and current hours of operation on the Pelephone website. The telephone call center will not be available on Yom Kippur. Response from the call center will be within a reasonable time. Pelephone will operate additional channels to enable the subscriber to call for information/make inquiries such as a IVR system, inquiries by mail, fax or email and any other channel, depending on the type of inquiry as defined by Pelephone from time to time.
Ombudsman
Contact with the ombudsman must be made in writing and faxed to 03-5728054 or mailed to 94 Shlomo Shmelzer Road, Kiryat Aryeh, P.O.B. 600, Petach Tikva 4910402 or sent by email to contact@pelephone.co.il or by filling in an online form on the Pelephone website. Pelephone will give notice of any change in the address of the ombudsman and the ways to contact him, on its website.
The customer may contact the ombudsman to make a complaint about a service provided to him, invoices, disagreements about the interpretation or performance of the agreement and a decision on those issues. This shall not prevent the customer and/or Pelephone from turning initially to a competent court, nor does it derogate from Pelephone’s authority to terminate the Service or disconnect it pursuant to an agreement or under any law.
Metrics for dealing with inquiries according to Pelephone’s license – A written complaint will receive a response within 14 business days and 5% of the inquiries will be responded to within a month. 90% of the inquiries will be dealt with directly by a service representative until resolved. Not more than 10% of inquiries, some of which arise as a result of escalation of the complaints, will be referred to more senior levels. In any case where the service representative’s response does not satisfy the caller, the complaint will be transferred for handling at a more senior level. Calls that are dealt with by senior staff will be responded to within 30 days from the date of the call. The terms of use set out above are subject to the provisions of the license that Pelephone received from the Ministry of Communications and the provisions of any law.
Terms of cancellation of a transaction
In the event of cancellation of a transaction within 14 days of the purchase (except for cancellation of a peddling transaction as defined in the Consumer Protection Law), the customer will be charged a cancellation fee at 5% of the price of the product/transaction or NIS100, the lower of the two.
Cancellation/termination of a Service at any time, even after the above 14 days, will be permitted and the customer will be debited proportionally for that Service up to the date of the cancellation, and with payment for the use of that Service, if used, and/or any other payment for that Service until the date of the cancellation.
Notice of cancellation of a transaction/disconnection of a service/end of relationship with a consumer as defined in the Consumer Protection Law, 1981, must be made after delivery of the name and ID number of the customer to our customer service call center, as shown under the heading “Service Calls” / in a service center / by registered mail to 94 Shlomo Shmelzer Road, Kiryat Aryeh, P.O.B. 600, Petach Tikva 4910402 / an online form on Pelephone’s website www.pelephone.co.il / by email to contact@pelephone.co.il / by fax to 03-5728045. Please note that notwithstanding the above, if the request for cancellation is given orally (by telephone or at a service center), and if the cancellation was agreed in this way only, using another identifying detail, the cancellation will be effected by using the same identifying detail. It is clarified that cancellation of the Service does not derogate from any right of Pelephone under the terms of the relationship with the customer and/or under any law.
For your information, the cancellation/termination process will be completed only after making contact with the applicant and his identification as the holder of the device by a Pelephone representative in accordance with its procedures. Cancellation pursuant to a notice delivered orally will be effected within 3 business days from receipt of the request and identification of the applicant as described above. Nevertheless, if a notice of cancellation is sent by registered mail, the cancellation will be valid within 6 business days from receipt of the request and identification of the applicant. Cancellation pursuant to a notice delivered by fax will be effected within one business day of receipt and identification of the applicant, unless stated otherwise in the notice.
Privacy protection policy
Pelephone Communications Ltd. (“Pelephone” or “the Company”) respects the privacy of the customers and/or the users of its services (“the User” or “the Users”) and strives to relate respectfully to their privacy.
This privacy policy provides information about the way in which Pelephone collects, uses, processes and shares the Users’ information on the Pelephone website (“the Site”) and in any of Pelephone’s services. This includes auxiliary services that it provides by online/digital/cellular and other means, and including browsing the Site (“the Services”) which are an integral part of the terms of use of the Site (which are available at the bottom of this screen) and which constitute a binding agreement between the User and Pelephone. This policy is written in the masculine for reasons of convenience only, and is intended for women and men equally. The provisions of the privacy policy apply to every User who accesses the Site, uses or tries to use it and/or the Services. By entering and/or using the Site, you are agreeing to abide by the provisions of this privacy policy. If you do not agree to these provisions, you should neither enter nor use the Site and the Services.
Pelephone reserves the right to amend, from time to time and as necessary, the provisions of this privacy policy. These changes shall be valid from the moment of publication of the privacy policy. Your use of the Site and/or the Services after such changes are made, testify to your consent to the changes and therefore we recommend that you read the policy from time to time.
The type of information collected about the User
The Company collects two types of information about the Users:
1. Non-personal information – The first type of information is information collected by means of use of the Site and/or the Services, which does not necessarily enable identification of the User from whom the information is collected.
2. Personal information – The second type of information collected by Pelephone is personal information that enables or could enable individual identification of the User. You should note that it is possible that some of the uses and/or services that are offered and/or accessible as part of the Services, require or will require registration, and it could be that without providing details that are required for providing a particular service, you will not be able to register for that service. With regard to some of the Services and as an integral part of the registration process and their use, Pelephone might need to verify your identity based on the information you provided. Upon your registration for the offered service by providing your details in the designated fields or the designated forms, your registration details might be identified with your usage details as updated in various Services provided by the Company. If your details will verified with you they will be used in accordance with the terms of this policy.
Details of the information that Pelephone may collect and the permitted uses of that information:
Type of information
• Technical information transferred from the User’s device and identified digitally.
o The type of device used by the User and its serial number
o Details of the ISP
o IP address
o Device definitions and type of operating system
o Information received from cookie files, as explained below under “Cookies Policy”
• Information characterizing use of the Site and the Services
o Surfing times on the Site, duration and frequency of use
o Volume and nature of the content viewed on the Site
o Services, products, articles, photos and clips viewed or in which the User showed an interest
o Products/Services purchased by the User
o Information about registration for other services via the Site and/or the end device, and their use on the User’s device
• Payment and financial information
o Details of payment method
o Details of purchases made
o Passwords and approvals of the customer (including security questions and answers in the User’s account
o Bank details if provided (e.g. when opening an account at Pelephone)
• Personal information
o Name, address, phone number, date of birth, gender, ID number and email address
o Information from the cv file uploaded to the Site when the User submitted a job application
o Details of the Facebook profiles of Users who contacted Pelephone via the referral to the Facebook site, in accordance with Facebook’s privacy policy at the time of use
o Location of the User by GPS and/or the cellular network and/or the IP address
o Documentation of entries and actions on the Site by the IP address
The purpose of collection and use of the information
• Creating cumulative and anonymous data
o Organizational management that includes the use of data for research and analysis in order to generate insights for improving performance
o Running market surveys about the products and drawing conclusions from the results
o Providing statistical and/or aggregate data for other organizations
• Understanding the User and providing the Services
o Testing the Pelephone network (including managing the traffic in it).
o Correct debiting for the Services/products purchased by the User.
o Developing products and services and providing good service more suited to the User.
o Creating a personal profile about the customer for better understanding of his preferences.
o Updating the User about campaigns and/or Services offered by Pelephone and/or third parties whether on its behalf or not.
o For focused advertising based on the use of cookies on sites owned by Pelephone or by other organizations and combining the collected data with other data. Additional use of cookies will be according to varying needs, inter alia for maintaining the proper functioning and daily operation of the Site, securing Users’ data on the Site, analysis of Users’ behaviors for adapting the Site to them personally, and so on. The User can block this option by changing the definition of the cookies and by changing the definitions of his personal account and/or contacting Pelephone. On this point, we clarify to the User that if he chooses to block the use of cookies, notices will not be blocked but they will be adapted to match the User’s areas of interest, all as set forth in “Cookies Policy”.
o Collection and combination of the information for overseeing the use of products and the Services, in order to help improve the quality of the products and Services.
o Processing the orders placed by the User and the Services he purchased, for supplying the relevant product/Service.
o Making contact if the debit details supplied to Pelephone are about to expire.
o Responding to the User’s questions.
o Making contact about up-to-date information on products/Services that the User has used.
• Complying with legal requirements and regulatory duties
• Improving the Company’s service, and marketing
o Providing services that necessitate information about location.
o Providing roaming services.
o Personal suitability of products and Services likely to interest the User.
o Making contact with the User to update him about products or Services, as well as market surveys in which he can participate.
o Making contact with the User by direct mail, in accordance with the provisions of the law.
Services that require registration to the Site will obligate the User to identify himself and to choose a personal password and user name for the Site. Also required is verification of details by means of a one-time code that will be sent to the User’s device and/or by other means at the time of registration and when logging in from time to time – all at Pelephone’s exclusive discretion and in accordance with its security procedures and/or if there is concern of abuse and/or fraud. Pelephone reserves the right to block access and;/or to demand additional verification and identification details if such concerns arise.
By registering for the Site, the User declares that he is a Pelephone subscriber and/or is specifically authorized by the subscriber to access the data and the personal information instead of the subscriber, and including to access the personal information management area, to check the account situation, retrieve invoices and payments, operation of the account and phone lines instead of the account/subscriber and including making transactions, changing packages and updating personal details in connection with phone lines and sim cards instead of the subscriber, etc. The User is wholly responsible for keeping the password confidential and undertakes to notify Pelephone immediately of any unauthorized use of the password and/or of any other breach of confidentiality. The User bears full and exclusive responsibility for all actions taken in his User’s name and personal password. For this reason, we recommend that the User not disclose the personal password or any information in connection with the User’s login, to any other third party whatsoever.
Please note that any action in the account on the Site, after identification and/or login, including the manner of use of the personal services, surfing characteristics in the personal areas and/or in the Services offered in them, making transactions and exposure to content – are monitored and documented by Pelephone for purposes of security, maintaining your privacy, preventing fraud and/or preventing actions not in your name or for you, and also for making interaction with Customer Service more efficient, identification and verification of details, and supplying information and services relevant to your needs, and any means by which the Service is provided (customer service center, service center, etc.).
It is hereby clarified that the User has no duty in law to provide information as described above and below, and that providing such infor4mation depends on his free will and consent. However, filling in some of the fields in various registration processes might be an essential condition for use of the Services or certain functions, including on or through the Site. The User hereby declares and undertakes that any information that is delivered and/or updated by him as part of the Services, is true, reliable and accurate and that registration will be made and/or the information will be delivered in his name and for him alone, and not in the name of and/or for third parties, except in cases where he was expressly authorized to do so.
How the Site uses digital identifiers
For collecting some of the information described above, including the regular and smooth operation of the Site and the Services, verification of details, adaptation of the Services to the User’s preferences, and so on, Pelephone uses various software and technologies, such as cookies, tags and pixels (together “Cookies”). As a rule, Cookies are text files that the User’s browser creates at the command of the Company’s computers and which collect a range of information such as the pages visited by the User, duration at the page, from where the User arrived at the Site, sections and information that the User asks to see when entering the Site, and so on. Most of the Cookies on the Site are on behalf of the Company alone (first party cookies), but some might be on behalf of a third party (third party cookies, Cookies that are controlled and transferred to another domain/computer which is not the Company, which is operated by a third party. For a more extensive explanation, see “Cookies Policy” on the Site.
Your use of the online Service (on the Site, another platform or other) indicates your consent to the installation of Cookies, assuming you have not deleted/blocked them, and also to use of the aforementioned information, whether by Pelephone or by third parties.
You can delete the Cookies at any time if you do not wish to accept them, by changing the definitions in your browser. To do so, open your browser’s Help file and/or see how you can remove yourself as described in the Cookies Policy. Nevertheless, neutralizing the Cookies could result in your not being able to use some of the Company’s Services and Site features.
Sharing information with third parties
As a rule, Pelephone employs reasonable and accepted means to save and prevent transfer of personal details that identify Site users by name and/or details of their identity, to third parties, except in the following cases:
• At your request and/or with your consent and/or to provide you with a service you requested and/or for which you registered, and to whoever you authorized for that purpose.
• Where the information has to be transferred for activities with an entity in a business cooperation with Pelephone, within the same group of companies and while keeping the information confidential and secured.
• If your details have to be transferred to content or service providers in order to comply with your request.
• If you are in breach of the terms of the by-laws, including the terms of the privacy policy and/or if you took or tried to take actions using the Site and/or in connection with it, which are contrary to the provisions of the by-laws and/or any law.
• Following a judicial order or the demand of a competent authority instructing Pelephone to hand over the information to third parties, and/or to prevent a misdemeanor.
• Owing to a disagreement, allegation, claim, demand and/or legal proceedings between you and Pelephone and/or on your behalf between Pelephone and/or whoever acts on its behalf.
• If Pelephone believes that transfer of the information is necessary in order to prevent severe harm to the property and/or the body of persons and/or other users and/or any of Pelephone’s employees and/or any of its customers, or in order to prevent other harm or damage, at Pelephone’s discretion.
• If Pelephone transferred and/or assigned to a third party its activities and/or its rights and obligations to third parties, provided that such third parties undertake to abide by the provisions set forth in these by-laws in connection with the information.
• Transfer to third parties as part of the activities of the Cookies operating on the Site. For a more detailed explanation, see “Cookies Policy” on the Site.
Nothing stated above shall derogate from Pelephone’s right to transfer anonymous and/or aggregate information to third parties, information that is not personal and/or which cannot identify the surfer by name and/or identifying details directly or reasonably, including turning personal information (if any) into anonymous information for research and statistics and for the purposes listed above.
Ads or links on the Site
The Site is likely to include ads and/or links to other internet sites that are not operated by Pelephone (together: “Links”). The Links are intended solely for your convenience and information. These Links are not under Pelephone’s control and Pelephone does not supervise the content of the linked sites. Insofar as the Site contains these Links, this does not testify to Pelephone’s consent and/or liability for the content appearing on the linked sites, nor does it constitute a guarantee of their reliability, up-to-dateness, propriety or legitimacy and/or the privacy policy and terms of use put in place by their owners. Pelephone is not liable for any outcome caused by use of the linked sites and/or by reliance on them, and recommends that you read the terms of use and privacy policy of those sites carefully, and/or that you contact the owners of the linked sites if you have any allegations or a request on the matter.
Sending messages and direct mail
Pelephone may use various methods to send operational and/or marketing notices, warnings and updates to users of the Site, by mail, SMS, including by way of direct mail. Other than that, subject to delivery of details of the relationship and your consent, Pelephone may send, from time to time, by email, SMS and/or other means of communication, marketing and advertising information, offers of benefits, in accordance with the law.
If you do not wish to receive direct mail or advertising mail, you can have your name removed by applying directly to contact@pelephone.co.il, noting your details and the details of your request (in the subject line), or as instructed on the direct mail or ad mail itself.
Sharing information
As part of its policy, Pelephone aspires to continue improving the performance of the Site and the Services, For this reason, Pelephone might combine the information collected as described above, with information available to the public and information received from business partner companies. By combining the information in this way, Pelephone can enhance your surfing experience on the Site while displaying more relevant products and special offers that Pelephone believes will interest the User, as well as for better communication with him. Where the Company combines personal information with non-personal information, the combined information will be handled as if it were personal information in its entirety.
Content created by the User
This term relates to a broad range of content created by you and other Users on the platform, as opposed to content created by Pelephone and/or whoever acts for it. This information can include, inter alia, pictures, comments, texts, symbols, links, your opinions and the opinions of other users of the Site and the Services, By providing or uploading these types of content, you grant us authorization to use, store and process such content, including any single item of your personal data that appears there, if any (for example, comments, tariffs, etc.). You should be alert to the fact that any content you upload, including any picture or personal data of third parties included in the content, is subject to data protection, intellectual property rights and applicable law, and you are wholly liable for compliance with these laws and regulations. The User confirms that Pelephone may (but is not required to) supervise this content and may remove any part thereof at its exclusive discretion. This information is saved on the servers of Pelephone or third parties acting for it, but you may contact Pelephone at any time and request that it be deleted and Pelephone will make every effort to delete it as quickly as possible.
Duration that collected information is saved
Pelephone respects the privacy of its Users and their control of their personal information, and therefore the User may, at any time, amend, update or remove his personal information by contacting us at contact@pelephone.co.il. If the User does not do so, the Company will keep the collected information as long as is reasonably necessary for providing the Services.
Data security
On its Site, the Company uses systems and procedures for data security, and meets the requirements of the Privacy Protection (Data Security) Regulations, 2017. While these systems and procedures reduce the risks of unauthorized penetration of the Company’s computers and servers, they are not hermetically sealed. Therefore, the Company does not undertake that the Services on the Site will be fully immune to unauthorized access to the information stored on it.
Making contact
If you have any questions or comments about this privacy policy, you can contact us at contact@pelephone.co.il and we will make every effort to get back to you within a reasonable time.
This policy was last updated on July 1, 2023
Cookies Policy
1. The various sites operated by Pelephone, including this Site (“Pelephone’s Website”), use digital identifiers, cookies and the like, such as pixels, tags, beacons, SDK cookies (together: “Cookies”) for its fault-free and routine operation, for security, to collect data and statistics about the use of Pelephone’s Websites, for making decisions about you and/or your activities, for verification of details and identification, the prevention of fraud and scams, for enhancing the surfing experience on Pelephone’s Websites and use of the other services offered on them, while adapting the content and the services to your personal preferences, and to target ads and content that are relevant for you.
2. Cookies, in general and in brief, are text files which the user’s browser creates on the command of a company’s computers. Some cookies will expire when you exit the browser or the relevant app, while others are saved in your computer’s or your device’s memory. Some Cookies contain or collect varied information such as the pages you visit, the duration of your stay on the platform, your IP address, characteristics of your device, and so on. The Cookies might also save information about your surfing habits on other sites, including sites you have surfed, the pages, and any other activity in them.
3. For your information, Pelephone uses four types of Cookies, which have different purposes: essential, functional, analytical and marketing.
3.1.1 Essential Cookies: These Cookies are essential for the basic functioning of the site, and without them the site might not work properly. They are reflected, for example, in actions you take for registering to a site, filling in forms, etc.
3.1.2 Functional Cookies: These are an essential part of the operation of Pelephone’s Website and their main objective is to make your surfing experience simpler and more efficient. For example, the accessibility and operation of the services, elements of data security, saving language and country selection, saving a shopping cart, and other actions, during surfing and on future visits.
3.1.3 Analytical Cookies: These Cookies collect information on how the site is used. The purpose of collecting the information is to understand how users act on the site so that we can assess the effectiveness of its various functions. For example, they enable us to improve Pelephone’s Websites by estimating statistical data and patterns of use of users connecting to the Site.
3.1.4 Marketing Cookies: These enable us to show you ads based on analysis of your surfing habits, including by third parties.
4. On the site, the Cookies are operated on the basis of the following categorization:
4.1.1 First party Cookies – These are operated by the Company itself, and they transfer the information to it in the initial stage, i.e. the domain of the information is in the Company and the Company uses that information to make offers to the customers.
4.1.2 Third party Cookies – These are operated by and transferred to a domain of a third party.
5. The Cookies on the site are mostly first party Cookies, but as explained below, there are also some third party Cookies.
6. Use of the site, in each of the categories of Cookies, whether analysis, advertising, operational, functional or essential, usually necessitates the use of Cookies in your computer and the integration of web beacons in advertising messages. The use that these companies make of Cookies is subject directly to their privacy policy and their terms.
For information about the privacy policy of Cookies used and operated by a third party on Pelephone’s Websites, go to “Google privacy”; for information on [word missing?] Cookies go to “Salesforce”, and for information on Meta privacy go to “Facebook privacy”.
7. If you wish to remove yourself from third party Cookies based on their terms, from the use of these or similar tools, contact one of the following addresses: https://optout.aboutads.info/?c=2&lang=EN https://www.hotjar.com/policies/do-not-track/ https://youronlinechoices.eu/
And specifically for Google:
Google analytics opt-out
Google privacy checkup
8. You can also change the definitions of the browser you use, and block the use of Cookies. If you do this, it is possible that some or all services will not operate properly (for example, automatic identification, use or language preferences, will not be saved). Responsibility for changing the browser definitions is yours alone, and you should bear in mind that any such changes are specific to each browser that you use.
9. The information stored in the Cookies of Pelephone’s Websites mostly serves Pelephone, except for third party Cookies, which are managed by the third party.