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Last updated: February 7, 2026
This policy sets out the cases in which Tasheel may provide compensation. Users are eligible only where direct damage is proven to result from Tasheel's fault or gross negligence, including for example: - Loss or damage of documents due to Tasheel's fault before delivery to the competent party or courier - Material delays caused solely by proven internal operational error - Failure to submit a request due to a direct error by Tasheel Compensation does not apply to circumstances beyond Tasheel's control or decisions by competent parties.
If Tasheel is found responsible, it may, at its discretion, provide one of the following: - Full or partial refund of paid service fees - Reprocessing the request at no additional fees - Covering the cost of replacing lost or damaged documents where legally possible The type and value of compensation depends on the nature of the error and the extent of damage.
Compensation requests must be submitted within thirty (30) days from the incident date or discovery. Submit the request through Tasheel support channels with the order number, a detailed description, and any supporting evidence (if any). Tasheel reviews requests within 5 to 7 business days and communicates the decision.
Tasheel's liability is limited to the service fees paid for the order in dispute. Tasheel is not liable for indirect or consequential damages, incidental losses, or future losses. The right to compensation is forfeited if the claim is not submitted within the timeframe set out in this policy.
Users acknowledge that Tasheel acts as an administrative and technical intermediary only and is not responsible for decisions, rejections, delays, or additional requirements imposed by competent parties. This policy is governed by Palestinian law and disputes shall fall under the jurisdiction of the competent courts of Ramallah, unless mandatory provisions provide otherwise.
