Cancellations & Refunds Policy
We want you to feel completely confident before filling out the questionnaire. That's why we built our refund policy to be clearer and more generous than the law requires us to be — not just compliant with it.
When payment is charged
The service fee is charged during the request-submission process, before the doctor reaches a decision. If the doctor does not approve a prescription, or if you cancel before the doctor has decided, you receive a full refund, as detailed below.
Three scenarios, one clear rule for everyone
You get a full refund (100%) of the service fee paid, with no cancellation fee, within 14 days of notification of non-approval.
You can cancel at any stage before the doctor makes a decision — by written request to the address at the bottom of this page. You'll receive a full refund, with no cancellation fee, within 14 days of the request, in line with the distance-sale cancellation right under Section 14c of the Consumer Protection Law.
At this stage the service (doctor's review and prescription issuance) has been fully completed, so as a rule no refund of the coordination fee applies — all subject to the non-waivable distance-sale cancellation right under Section 14c of the Consumer Protection Law, where it applies. You're still welcome to contact us with any questions about the next steps at the pharmacy.
What if I didn't respond to the doctor's request?
Sometimes the doctor asks for clarification or additional information before making a decision. If you don't respond to such a request within 14 days, we'll treat the request as abandoned. If the doctor had not yet made a decision at that point, you'll receive a full refund per the second scenario above.
Your cancellation right and cancellation fees under the law
This is a distance-sale transaction. Under Section 14c of the Israeli Consumer Protection Law, 5741-1981, you may cancel the transaction within 14 days of the date it was made or of receipt of the disclosure document (whichever is later). This right cannot be waived. The consequences of cancellation — including the cancellation-fee cap — are governed by Section 14e, as detailed below.
Under Section 14e of the Israeli Consumer Protection Law, 5741-1981, and the Consumer Protection Regulations (Cancellation of Transaction), 5771-2010, a business may charge a consumer who cancels a transaction — for a reason other than a defect or mismatch — a cancellation fee of up to 5% of the transaction price, or ₪100, whichever is lower. For our transactions (₪249–349), that means a maximum cancellation fee of roughly ₪12–17, since 5% is lower than ₪100.
In practice, we don't charge any cancellation fee at all in the first two scenarios above (doctor didn't approve, or you cancel on your own initiative before a decision) — meaning our policy is more generous than the law requires, not merely compliant with it.
How to request a cancellation or refund
- Email 1cana.flight@gmail.com with your full name and your original request details.
- We'll confirm receipt and check the status of your request.
- The refund will be issued to your original payment method within 14 days of receipt of the cancellation notice.
More legal details
This policy is an integral part of our terms of use. For our business identity details, see Section 2 of the terms of use. In any case of conflict between this policy and a right granted to you under the Israeli Consumer Protection Law, 5741-1981, the statutory right prevails.