1.Introduction

This Cancellation and Refund Policy (“Policy”) is an integral part of the Terms and Conditions of the Tolba Platform (“Platform”) and shall be read in conjunction therewith. It governs all matters relating to the cancellation of subscriptions, refund eligibility, and associated procedures for services provided by Authenticity and Modernity for Information Technology LLC (شركة الأصالة والمعاصرة لتكنولوجيا المعلومات ذ.م.م),  a limited liability company registered in the Hashemite Kingdom of Jordan under No. 75739 and headquartered at Queen Noor Street, Housing Bank Complex, Building No. 93, Office 102, Shmeisani, Amman.

This Policy applies uniformly to all Users who purchase subscription-based services on the Platform, regardless of gender or subscription type. By subscribing to any paid service offered through the Platform, the User explicitly agrees to be bound by the terms of this Policy in full.

2.Cancellation by Users

1. Users may cancel their active subscription at any time through their Account settings on the Platform. Cancellation will take effect directly no matter when the subscription cycle finishes and if the User wants to reactivate his account, he can retain access and use the paid features if they are still available and within the subscription period.
2. Cancellation of a subscription does not entitle the User to any refund; whether full or partial, for the remaining duration of the subscription period. Subscription fees are non-refundable once the subscription term has commenced, even if the User ceases to use the Platform before the subscription expires.

3.Cancellation by the Platform

1. The Platform reserves the right to suspend or terminate any User Account, with or without prior notice, in cases of suspected or confirmed violation of the Terms and Conditions, including misuse, fraudulent activity, provision of false information, or attempts to bypass Platform workflows such as direct contact with a female Member without the Guardian’s involvement.
2. In the event that the Platform cancels a User’s subscription or terminates their Account due to a breach or misuse, the User shall not be entitled to any refund for the unused portion of the subscription, nor shall any Communication Credits be redeemable.
3. The Platform retains full discretion to determine what constitutes misuse or non-compliance. Administrative decisions regarding Account suspension, termination, and refund eligibility under this Clause are final and not subject to appeal.

4.Refund Eligibility and Limitations

1. All subscription fees and Communication Credits purchased on the Platform are non-refundable. This applies regardless of usage level, technical issues, change of mind, or account inactivity. Users are expected to review all features and obligations and read the Platform’s Terms and Conditions and Privacy Policy prior to making a purchase.
2. Services or subscriptions obtained under promotional offers, discounts, coupon codes, or bundled packages are explicitly non-refundable and non-exchangeable.
3. All Communication Credits are non-transferable between Users and must be used within the time limit specified at the time of issuance. Expired or unused credits will not be refunded or carried forward.
4. In rare and limited cases, and only upon submission of a support ticket or formal complaint through the Platform’s review system, the administration may at its sole discretion redeem a Communication Credit to a Male Member if a matched Guardian’s number is proven to be invalid, disconnected, or deliberately misleading. Each case will be evaluated individually and does not establish a right to general refunds.
5. Under no circumstance will refunds be issued in the form of cash or bank transfers. Any approved refund shall be made through Platform Credit or equivalent service value only.

5.Process for Submitting Refund Requests

1. Refund requests must be submitted exclusively through the Platform’s official support channels, either via the in-app support ticketing system or by emailing [support@tolba.world]. Requests made through unofficial channels or social media will not be considered.
2. The User must clearly describe the issue, including relevant details such as the date of the match, identity of the Guardian or Member in question, and the nature of the problem (e.g., disconnected phone number, fraudulent profile, or non-cooperative Guardian). Supporting evidence may be required. Requests must be submitted within forty-eight (48) hours of the incident; late claims may be dismissed without review.
3. The Platform’s administration reserves the full right to assess, investigate, and decide upon each request on a case-by-case basis. No refund shall be deemed due unless explicitly approved by the Platform in writing. All decisions are final and not subject to appeal.

6.General Provisions

1. This Cancellation and Refund Policy constitutes an integral part of the Terms and Conditions of the Platform and must be read in conjunction with them. All definitions and interpretative rules outlined in the Terms and Conditions apply equally to this Policy.
2. The Platform reserves the right to update, amend, or revise this Policy at any time, with or without prior notice, to reflect changes in legal requirements, service offerings, or administrative practices. Users are encouraged to review this Policy periodically to stay informed of their rights and obligations.
3. Continued use of the Platform following any amendment to this Policy constitutes the User’s full and irrevocable acceptance of the updated terms.
4. This Cancellation and Refund Policy forms a legally binding agreement between each User and Authenticity and Modernity for Information Technology LLC. It constitutes an inseparable part of the Platform’s Terms and Conditions and is enforceable in accordance with the laws of the Hashemite Kingdom of Jordan.
5. This Policy shall be governed exclusively by the laws of the Hashemite Kingdom of Jordan. Any disputes arising from its application or interpretation shall fall under the exclusive jurisdiction of the Central Amman Courts (Qasr Al-Adl).

7.Contact and Support

For any questions, support requests, or inquiries related to this Cancellation and Refund Policy, please contact:

• Email: [support@tolba.world]
• Support Ticket: Available through the in-app.

We aim to respond to all inquiries within seven (7) business days. Please ensure that your message includes sufficient details to allow us to assist you promptly and effectively.