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Last updated: February 7, 2026
This policy governs how complaints related to Tasheel services are received, followed up, and handled. It forms an integral part of the Terms of Use and is interpreted in accordance with applicable Palestinian laws and regulations, ensuring fairness, transparency, and user rights.
Users may submit complaints via any of the following official channels: - Online contact form on the Tasheel website - Official customer support email - Support phone number - Official WhatsApp - User dashboard on the platform Where possible, complaints should include: - Order/transaction number - A clear and detailed description - Supporting documents or evidence (if any)
All complaints are logged in a dedicated system and assigned a reference number for tracking. Tasheel aims to acknowledge receipt within 24 business hours. Complaints are reviewed by the customer service team and may be escalated to management or relevant departments when needed. All complaints are handled professionally, impartially, and in good faith.
Tasheel aims to provide an initial response within 2 to 3 business days of receiving a complaint. If a complaint requires extended investigation, processing may take longer, and the user will be informed of updates. Tasheel aims to resolve complaints within 10 business days where possible, without constituting a legal commitment to a fixed timeframe.
Tasheel commits to resolving complaints fairly and promptly. Depending on the complaint, resolution may include: - Corrective action - An official clarification or explanation - Applying the refund or compensation policy where conditions are met - Internal escalation to management Users are informed of outcomes and actions taken through official channels.
If the user is not satisfied with the response or proposed solution, they may request escalation to a supervisor or manager. Escalated complaints receive priority and are reviewed by higher-authority staff. Tasheel will make reasonable efforts to reach a fair outcome that considers both parties’ rights.
If a satisfactory resolution is not reached after completing the internal process, the user may contact Palestinian consumer protection authorities or any competent regulatory body. Tasheel will cooperate with competent authorities and provide required documents or information within legal limits.
Tasheel reserves the right to refuse or close complaints that are malicious, repeatedly submitted without justification, contain abuse or threats, or lack a factual or legal basis. This does not affect the user’s right to refer the matter to competent authorities.
This policy is governed by Palestinian law. The competent courts of Ramallah shall have jurisdiction over disputes, unless mandatory legal provisions provide otherwise.
