Refund policy

Last updated: August 25, 2026

This Return & Refund Policy applies to purchases and bookings made through the iSnow website.

iSnow is operated by Snow Store Ltd. (שלג סטור בע״מ) (“iSnow”, “we”, “us”, or “our”).

iSnow provides real snow experiences for birthdays, kindergartens, schools, private celebrations, events and other occasions in Israel. Our snow is prepared for the customer’s booked event and delivered to the agreed location.

This Policy is subject to the Israeli Consumer Protection Law, 5741–1981, the Consumer Protection Regulations (Transaction Cancellation), 5771–2010, and any other applicable Israeli law.

Nothing in this Policy limits any mandatory consumer right granted by Israeli law.

1. Nature of Our Products and Services

An iSnow order may include a combination of:

  • real snow prepared for a specific event;
  • a selected quantity or snow experience;
  • reservation of a specific date and time;
  • preparation of the snow for the booked event;
  • delivery or transportation, where applicable; and
  • related event services or assistance described on the Website or in the order confirmation.

Real snow is naturally perishable and begins to melt depending on temperature, sunlight, weather and environmental conditions.

Because each booking is connected to a specific event date and fresh snow may be prepared specifically for that booking, cancellation rights may vary according to the legal classification of the particular transaction.

In every case, iSnow will honor all cancellation and refund rights that are mandatory under Israeli law.

2. Cancellation of an Online Booking

Purchases made through the Website are generally considered distance-selling transactions under Israeli consumer law.

Where a statutory right of cancellation applies, a consumer may generally cancel a distance-selling transaction within 14 days from the date of the transaction or from the date on which the consumer received the legally required transaction information, whichever is later, subject to the limitations prescribed by law.

For a transaction classified as a service, cancellation is subject to the applicable minimum period before the scheduled date of the service.

Where an iSnow booking is legally classified as a leisure or recreation service, the statutory cancellation right is generally subject to there being more than seven days that are not rest days before the scheduled date of the service.

Where the transaction is legally classified as another type of service, different statutory timing rules may apply, including the requirement that cancellation be made at least two days that are not rest days before the service is scheduled to be provided.

Certain statutory cancellation rights may not apply to perishable goods or other transactions excluded from the right of cancellation under Israeli law.

Where there is any conflict between this Policy and mandatory Israeli consumer law, the law will prevail.

3. Cancellation Fees

Where a customer exercises a statutory cancellation right for reasons other than a defect, non-conformity, failure to provide the service as agreed, or another circumstance in which Israeli law prohibits a cancellation fee, iSnow may charge a cancellation fee permitted by law.

The cancellation fee will not exceed:

5% of the total transaction price or ₪100, whichever is lower.

No statutory cancellation fee will be charged where cancellation is due to:

  • a defect;
  • a material discrepancy between the product or service ordered and what was provided or represented;
  • failure to provide the product or service at the agreed time; or
  • another circumstance in which charging a cancellation fee is prohibited by law.

4. Refunds

Where a customer is legally entitled to a refund following cancellation, iSnow will refund the applicable amount and cancel the relevant charge in accordance with Israeli law.

Where required by law, the refund will be made within 14 days after iSnow receives the cancellation notice.

Refunds will ordinarily be made to the original payment method used for the purchase, subject to the procedures of the applicable payment provider.

Processing times imposed by credit card companies, banks, PayPal or other payment providers may be outside iSnow’s control.

5. Cancellation Due to a Problem With the Order

If the cancellation results from:

  • a defect;
  • an incorrect snow experience or quantity being supplied;
  • a material difference between the service purchased and the description provided to the customer;
  • failure by iSnow to provide the order at the agreed time; or
  • another breach for which Israeli law provides a right to cancel,

please contact us as soon as possible.

Where applicable under Israeli law, the customer will receive a refund without deduction of the statutory cancellation fee.

6. Fresh Snow Cannot Be Returned After Delivery

Real snow is a fresh and perishable product.

Once snow has been produced, delivered and/or made available at the event, it cannot practically be returned, restocked or resold in the same manner as an ordinary retail product.

Normal melting caused by ambient temperature, sunlight or the passage of time is an inherent characteristic of real snow and does not by itself constitute a defect.

This section does not affect any mandatory consumer right relating to defective products, non-conforming services or other rights that cannot legally be excluded.

7. Changes to the Event Date or Time

If you need to change your booked date or time, please contact iSnow as early as possible.

We will make reasonable efforts to accommodate a requested change, subject to:

  • availability in the booking calendar;
  • availability of the required snow experience;
  • existing bookings;
  • delivery availability; and
  • any other operational requirements applicable to the event.

A requested change is not confirmed until iSnow confirms the new date and time.

Depending on the circumstances and applicable law, cancelling an existing booking and selecting a new date may be treated as a cancellation and a new booking.

8. Availability and Booking Errors

Booking dates and times are subject to availability.

A date or time shown as available on the Website is not guaranteed until the booking process has been successfully completed and the order has been confirmed.

If a technical error, payment issue or booking-system error results in a booking that iSnow cannot fulfill, we will contact the customer as soon as reasonably possible to offer an alternative available date or, where appropriate, a refund.

9. Cancellation or Change by iSnow

If iSnow is unable to provide a confirmed order for reasons within our responsibility, we will contact the customer as soon as reasonably possible.

Depending on the circumstances, we may offer:

  • an alternative date or time;
  • an alternative snow experience accepted by the customer; or
  • a refund of the amount required by applicable law.

Where the customer is entitled by law to a full refund, the customer will not be required to accept store credit or an alternative date instead.

10. Weather and Outdoor Conditions

Real snow naturally reacts to the surrounding environment.

Temperature, direct sunlight, wind, rain, ground temperature and other environmental conditions may affect the texture and melting rate of the snow.

These natural characteristics should be taken into account when planning an outdoor snow event.

If severe weather or another exceptional circumstance may prevent the event from taking place safely or as planned, please contact us as early as possible so that we can discuss the available options.

Any cancellation or refund in such circumstances will be handled in accordance with this Policy, the circumstances of the booking and applicable Israeli law.

11. Failure to Attend or Use the Booking

If the customer does not attend, is unavailable at the agreed location, or voluntarily chooses not to use a confirmed service without having exercised a valid cancellation right within the applicable period, a refund is not automatically due.

This does not affect rights that the customer may have under mandatory Israeli law.

12. Senior Citizens, New Immigrants and Persons With Disabilities

Israeli law provides additional cancellation protections in certain distance-selling transactions for qualifying:

  • senior citizens;
  • new immigrants; and
  • persons with disabilities.

Where the statutory requirements are met, including where the transaction involved a conversation between the business and the consumer as required by law, the applicable cancellation period may be extended to four months.

iSnow may request documentation permitted by law to establish eligibility for this extended cancellation right.

Any additional statutory limitations relating to the date on which the booked service is scheduled to take place continue to apply where required by law.

13. How to Cancel an Order

A customer who wishes to cancel a transaction may contact iSnow using any cancellation method required by applicable Israeli law.

You may contact us by:

Where applicable, cancellation may also be submitted by registered mail to the business address provided by iSnow.

To allow us to identify the transaction, please provide:

  • your full name;
  • identification number where required by law;
  • order number;
  • telephone number or email address used for the order;
  • booked event date; and
  • a clear statement that you wish to cancel the transaction.

We recommend keeping confirmation that the cancellation request was sent.

14. Online Cancellation

Where Israeli law requires an online cancellation option for transactions that can be completed online, iSnow will provide an appropriate online method for submitting a cancellation request.

Submitting a cancellation request does not by itself determine whether the transaction qualifies for cancellation or the amount of any refund. Eligibility will be determined in accordance with applicable Israeli law and this Policy.

15. Refunds Are Not Limited to Store Credit

Where Israeli law gives the customer a right to a monetary refund, iSnow will not replace that statutory refund with store credit without the customer’s consent.

Where no legal right to a monetary refund exists, iSnow may, at its discretion, offer a rescheduling option, credit or another accommodation.

16. Contact Us

For cancellation, refund or booking questions, please contact:

iSnow / Snow Store Ltd.
Email: info@isnow.co.il
Phone: 053-612-1897
Website: iSnow.co.il