This page explains how to cancel a credit purchase and get a refund under the Israeli Consumer Protection Law, 5741-1981, and section 5.3 of the Terms of Use. If there is any difference, the law and the Terms of Use prevail.
Your right to cancel
A credit purchase is a distance transaction. You may cancel it within 14 days from the date of purchase or from the date you received the written details of the transaction, whichever is later, provided the service has not yet been provided — that is, for credits that have not been used.
A credit already used to open a profile is a service that has already been provided. It therefore cannot be cancelled, and it is not refunded merely because no response or match resulted.
Refund and cancellation fee
After a valid cancellation, the amount paid is refunded within 14 days of receiving the cancellation notice. A cancellation fee of 5% of the price or ₪100, whichever is lower, may be deducted.
For a package, the refund for each unused credit is calculated from the price paid per credit in that package. For example, in a package of 3 credits for ₪149.90, the refund is about ₪49.97 for each unused credit, less any applicable cancellation fee.
Wrong charge or technical fault
If you were charged by mistake, if a technical fault prevented the service from being provided, or if a credit was deducted but the profile did not open, you will receive a full refund with no cancellation fee.
Senior citizens, people with disabilities and new immigrants
Senior citizens (aged 65 and over), people with disabilities and new immigrants (up to 5 years from receiving new-immigrant status) have an extended cancellation period of up to 4 months in a distance transaction that included a conversation, as the law provides. We may ask for the details and supporting documents the law allows us to request.
How the refund is made, depending on where you paid
- Google Play: you can submit a refund request through Google Play, and we will help you.
- Credit card payment on our website: we handle the cancellation and refund directly, to the same card used for payment, within 14 days of receiving the cancellation notice.
In every case you can send us a cancellation notice, and we will help you identify the relevant refund route, without reducing your legal rights towards the company.
How to send a cancellation notice
You can send a cancellation notice in any of these ways:
- Email: support@mithaq-connect.com, with the subject “Cancellation request”
- Phone: +972-52-333-0610 (052-333-0610 from Israel)
- Registered mail: MITHAQ Online Services Ltd., 13 HaSaboraim St., Tel Aviv, Israel
Please include the phone number you use in the app and the purchase date. Do not send a full card number, security code or login code.
We confirm receipt of every cancellation notice within 3 business days.
Account deletion
Voluntary account deletion does not by itself cancel a purchase. Cancellation of unused credits remains subject to the rules above.
Website purchases by card, Google Pay or Apple Pay
To cancel a website purchase or request a refund, email support@mithaq-connect.com with the order ID and account information needed to identify the purchase. Do not send a full card number, security code, password or verification code. The other cancellation channels listed on this page remain available; email is not the only permitted route.
The Israeli Consumer Protection Law, 5741-1981, and its distance-sale provisions apply to website purchases. Cancellation requests are assessed within 14 days of the transaction or receipt of the transaction-details document, whichever is later, subject to statutory conditions, exceptions and extended rights. The operational refund policy covers unused credits; a credit already used to unlock a profile is not refundable through this route, without limiting mandatory statutory rights, including for an incorrect charge or failure to provide the service.
Refunds are calculated pro rata from the package price actually paid and the number of unused credits. For example, a 3-credit package for ₪149.90 gives approximately ₪49.97 per unused credit before any lawful cancellation fee. Amounts are rounded to the agora: for this ₪149.90 3-credit package, ₪49.97 + ₪49.97 + ₪49.96 = ₪149.90. The total cannot exceed the amount actually paid for the cancelled portion.
Where a cancellation fee is legally permitted, the fee is 5% of the amount being refunded (in a partial cancellation, not of the whole package price) or ₪100, whichever is lower. No cancellation fee is deducted where the law prohibits it, including for a defect, non-conformity, non-delivery on time or another breach entitling cancellation without a fee. The existing provisions on incorrect charges or technical faults remain in place.
Following a legally valid cancellation, the refund is processed through Tranzila within 14 days after receipt of the cancellation notice, or sooner if required by law. It goes only to the original card used for payment, including purchases made through Google Pay or Apple Pay, not to another card or in cash. When the credit appears on a card statement may also depend on the card issuer; this does not change the obligation to process the refund within the statutory period.