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Last updated: February 7, 2026
This policy governs warranty, maintenance, and technical support related to the electronic and administrative services provided by Tasheel. It forms an integral part of the Terms of Use and is interpreted in accordance with applicable Palestinian laws and regulations.
Tasheel commits to handling user service requests with professional care and in line with applicable requirements and procedures of competent authorities. Tasheel ensures that information and documents submitted to competent authorities are accurate and complete based on the data and documents provided by the user. Users acknowledge that Tasheel does not guarantee approval of any request or transaction, as the final decision rests with the competent authority.
Tasheel ensures correct preparation of required documents, meeting procedural requirements and obtaining attestations where applicable. If a Tasheel-caused error is proven in document preparation, Tasheel will correct it without additional fees. Tasheel is not responsible for: - Errors in original documents provided by the user - Incorrect or incomplete information provided by the user
Tasheel provides technical support for platform usage issues, including for example: - Login or account access issues - Document upload issues - Online payment issues - Order status and tracking inquiries - General assistance using the platform Support is available via email, phone, WhatsApp, and platform chat.
Tasheel performs periodic maintenance and updates to improve performance and enhance security. Scheduled maintenance will be announced in advance where possible. Tasheel is not responsible for temporary service interruptions due to maintenance, mandatory security updates, or technical failures beyond its reasonable control.
Customer support is available during official business hours: - Sunday to Thursday - 9:00 AM to 5:00 PM (Palestine time) For urgent matters outside business hours, users may leave a message and Tasheel will respond as soon as possible. Tasheel aims to respond within 24 business hours, without constituting a legal commitment to a specific timeframe.
Tasheel’s warranty is limited to service quality as described in this policy and the Terms of Use. The warranty does not cover: - Decisions of competent authorities - Delays or rejections issued by them - Technical failures beyond Tasheel control Warranty and support claims are subject to the Compensation Policy and the Terms of Use.
This policy is governed by Palestinian law. The competent courts of Ramallah shall have jurisdiction over disputes, unless mandatory legal provisions provide otherwise.
