Effective date: September 2, 2026

We aim to answer quickly and clearly. Below is how to reach us, how long we take to respond, and how cancellations and refunds work.

1. How to reach us

Email: marketing@ourpeople.org.il

Phone / WhatsApp: +972-53-485-2101

Address: 6 King George Street, Jerusalem, Israel

Office hours: Sunday–Thursday, 9:00–17:00. Friday until 13:00. The office is closed on Shabbat and Israeli public holidays. Messages received during those times are handled on the next working day.

2. Response times

— Email — within 2 working days.
— Phone and WhatsApp — during office hours, usually the same day.
— Payment and receipt inquiries — within 3 working days.
— Formal complaints — a written response within 14 days.
— Personal-data requests — within the time periods required by applicable law.

3. Donation inquiries

Contact marketing@ourpeople.org.il if you need to:

— obtain or replace a donation receipt;
— correct the name, email or other information associated with a donation;
— change a recurring donation amount;
— pause or cancel a recurring donation;
— request information relating to a donation.

To help locate the transaction, please provide the date, amount and name under which the donation was made.

4. Donation cancellations and refunds

One-time donations. If you entered an incorrect amount, made a donation by mistake or wish to request cancellation, contact us as soon as possible. Refund requests are handled in accordance with this Policy and applicable law.

Where the organization offers a voluntary refund period of up to 30 days from the transaction date, that arrangement applies without limiting any mandatory rights available under law.

Recurring donations. You may contact us to stop future recurring charges. Cancellation applies to future payments once processed.

Refund method. Where technically possible, refunds are processed through the payment channel used for the original transaction and subject to the payment provider’s procedures. The time required for the refund to appear may also depend on the relevant bank or card issuer.

Nothing in this Policy limits any mandatory rights available to users under applicable Israeli law.

5. Event registration cancellations

If you cancel:

— where notice is received at least seven days before the event, payment will be refunded in full unless different lawful conditions have been published for the relevant event;

— later refunds may depend on the conditions of the relevant program and whether the place can be offered to another participant;

— illness, family circumstances and other unforeseen situations may be considered individually.

If we cancel an event or substantially change its date, time or location, participants will be offered a refund or, where available and at their choice, transfer of registration to another date.

Multi-day programs and camps may have their own cancellation conditions, which will be stated in the relevant program description and/or registration confirmation.

6. If something goes wrong

Contact marketing@ourpeople.org.il with “Complaint” in the subject line and describe the issue. We will acknowledge and respond in accordance with our stated response times.

For requests concerning access to, correction of, or deletion of personal information, contact:

marketing@ourpeople.org.il

7. Accessibility

We aim to make our website and events accessible. If you experience difficulty using the website or require particular arrangements to participate in an event, contact us at marketing@ourpeople.org.il.

8. Contact

Our People
6 King George Street, Jerusalem, Israel

marketing@ourpeople.org.il · 052-685-2571

ourpeople.org.il