CUSTOMER SERVICE POLICY
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 52-685-2571
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.
Email: marketing@ourpeople.org.il
Phone / WhatsApp: +972 52-685-2571
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.
— 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.
3. Donation inquiries
Write to marketing@ourpeople.org.il if you need to:
— obtain or replace a donation receipt;
— correct the name, email, or other details on a donation record;
— change the amount of a recurring gift;
— pause or cancel a recurring gift;
— ask how your gift was used.
To help us locate the transaction, please include the date, the amount, and the name the donation was made under.
Write to marketing@ourpeople.org.il if you need to:
— obtain or replace a donation receipt;
— correct the name, email, or other details on a donation record;
— change the amount of a recurring gift;
— pause or cancel a recurring gift;
— ask how your gift was used.
To help us locate the transaction, please include the date, the amount, and the name the donation was made under.
4. Cancelling a donation and refunds
One-time donations. If you entered the wrong amount, gave by mistake, or changed your mind, write to us within 30 days of the transaction and we will refund it in full. We do not charge a cancellation fee.
Recurring donations. You may cancel at any time by email or phone. Cancellation takes effect immediately and no further charges will be made. Charges already made will be refunded on request within 30 days of the charge date.
How refunds are issued. Refunds are returned by the same method and to the same card used for the original payment, within 14 working days of confirming the cancellation. The time it takes to appear on your statement depends on your card issuer.
Please note: under the Israeli Consumer Protection Law, 5741-1981, you retain your statutory right to cancel a transaction within the periods set by law. Nothing in this policy limits those rights.
One-time donations. If you entered the wrong amount, gave by mistake, or changed your mind, write to us within 30 days of the transaction and we will refund it in full. We do not charge a cancellation fee.
Recurring donations. You may cancel at any time by email or phone. Cancellation takes effect immediately and no further charges will be made. Charges already made will be refunded on request within 30 days of the charge date.
How refunds are issued. Refunds are returned by the same method and to the same card used for the original payment, within 14 working days of confirming the cancellation. The time it takes to appear on your statement depends on your card issuer.
Please note: under the Israeli Consumer Protection Law, 5741-1981, you retain your statutory right to cancel a transaction within the periods set by law. Nothing in this policy limits those rights.
5. Cancelling an event registration
If you cancel:
— cancellations received at least 7 days before the event date (not counting rest days) are refunded in full;
— later cancellations may be refunded if your place can be filled from the waiting list;
— in cases of illness, family circumstances, or other unforeseen situations, write to us — we review these individually and try to accommodate.
If we cancel the event or substantially change its date, time, or location, you will receive a full refund or, if you prefer, transfer of your registration to another date.
Multi-day programs and camps may have their own cancellation terms. These are stated in the program description and in your registration confirmation email.
If you cancel:
— cancellations received at least 7 days before the event date (not counting rest days) are refunded in full;
— later cancellations may be refunded if your place can be filled from the waiting list;
— in cases of illness, family circumstances, or other unforeseen situations, write to us — we review these individually and try to accommodate.
If we cancel the event or substantially change its date, time, or location, you will receive a full refund or, if you prefer, transfer of your registration to another date.
Multi-day programs and camps may have their own cancellation terms. These are stated in the program description and in your registration confirmation email.
6. If something goes wrong
Write to marketing@ourpeople.org.il with "Complaint" in the subject line and describe the situation. We will acknowledge receipt within 2 working days and give a substantive response within 14 days.
If our response does not resolve the matter, write again to the same address marking your message "for the attention of the Executive Director," and it will be passed to our leadership.
Write to marketing@ourpeople.org.il with "Complaint" in the subject line and describe the situation. We will acknowledge receipt within 2 working days and give a substantive response within 14 days.
If our response does not resolve the matter, write again to the same address marking your message "for the attention of the Executive Director," and it will be passed to our leadership.
7. Accessibility
We want our site and our events to be usable by everyone. If you encounter difficulty using the website, or need particular arrangements in order to take part in an event, let us know at marketing@ourpeople.org.il and we will do what we can.
We want our site and our events to be usable by everyone. If you encounter difficulty using the website, or need particular arrangements in order to take part in an event, let us know at marketing@ourpeople.org.il and we will do what we can.
9. Contact
Our People
6 King George Street, Jerusalem, Israel
marketing@ourpeople.org.il · 052-685-2571
ourpeople.org.il
Our People
6 King George Street, Jerusalem, Israel
marketing@ourpeople.org.il · 052-685-2571
ourpeople.org.il