Cancellation Policy

1. General

The company's services include the purchase and sale of digital currencies whose value continuously fluctuates and depends on supply and demand in a market not controlled by the company. Accordingly, and subject to the exceptions set forth in law for transactions whose price depends on capital market rate changes not controlled by the merchant, the right of cancellation in such transactions may be limited, as detailed below.

2. Cancellation Before Actual Execution of the Transaction

A customer may cancel a purchase or sale request before it has actually been executed (before an execution order has been sent to the liquidity provider), at no cost, by cancelling the order on the confirmation screen or by immediately contacting customer service.

3. Executed Transactions

Once a purchase or sale transaction of a digital currency has actually been executed and confirmed in the system, it cannot be cancelled, given the price volatility and the fact that executing the transaction involves an action with third parties (liquidity providers, the blockchain network) that cannot be reversed. This provision applies in accordance with the exception set forth in the Consumer Protection Regulations (Cancellation of Transaction), 2010, regarding assets whose price depends on market fluctuations not controlled by the merchant.

4. Cancellation of Ancillary Services

With respect to ancillary services that are not the trading transaction itself (such as registration for VIP service, subscription to a particular service, or a future standing order not yet executed), the customer may cancel the service within 14 days of joining, in accordance with the general right of cancellation set forth in law, and subject to any cancellation fees permitted by law.

5. Method of Submitting a Cancellation Request

A cancellation request shall be submitted in writing, via the inquiries form in the support area of the site, by email to support@tinq.co.il, or in a recorded call with a service representative. The request shall include the customer's details and the reference number of the transaction requested for cancellation.

6. Refund

If a transaction or service cancellation is approved, the refund shall be made within the period set forth in law, to the same payment method used for the original transaction, less any lawful cancellation fees that may apply.

7. Exceptions

Nothing stated above derogates from the customer's rights under any law, including in the event of a service defect, a technical error on the part of the company, or an action performed unlawfully in the customer's account.