Refund Policy

1. Overview

Nula is a marketplace platform that connects consumers with independent service providers (businesses). This Refund Policy explains how refunds and cancellations are handled for services booked through the Nula platform at nula.me.

Important: Nula does not directly provide the services listed on the Platform. Each business is an independent service provider with its own refund and cancellation policies. This Policy covers your relationship with Nula and the use of our Platform.

2. Cancellation of Bookings

2.1 Before the Appointment

You may cancel or reschedule a booking through the Platform, subject to the individual business's cancellation policy. Each business sets its own cancellation windows and rules — please review them before booking.

2.2 No-Shows

If you fail to attend a booked appointment without cancelling in advance, the business may charge a no-show fee according to its own policies. Nula is not responsible for no-show fees charged by businesses.

3. Refunds for Paid Services

3.1 When Payment Processing Is Active

When payment processing is available on the Platform through our payment processor AllPay (allpay.co.il), the following applies:

• Refund eligibility and conditions are determined by each business's own refund policy.
• To request a refund, contact the business directly or reach out to us at support@nula.me.
• Approved refunds will be processed through AllPay to your original payment method within 5–14 business days.
• Nula facilitates refund processing but the decision to grant a refund is made by the service provider.

3.2 Direct Payments to Businesses

For services where payment is made directly to the business (in person or through the business's own payment methods), refunds are handled entirely by the business. Nula has no involvement in these transactions.

4. Consumer Protection Rights

4.1 Israeli Consumer Protection

Under the Israeli Consumer Protection Law (1981) and its amendments, consumers in Israel may have the right to cancel certain transactions:

• General right of cancellation: for certain services, you may cancel within 14 days from the date of the transaction or from the date of receiving the service confirmation, whichever is later, provided the service has not yet been provided.
• Extended cancellation period: persons with disabilities, senior citizens (65+), and new immigrants are entitled to cancel within 4 months from the date of the transaction or from the date of receiving the service confirmation, whichever is later.
• Cancellation fee: where cancellation is permitted, a cancellation fee of up to 5% of the transaction amount or 100 NIS, whichever is lower, may apply.

4.2 European Consumer Protection

If you are located in the European Union, you may have additional cancellation rights under EU consumer protection regulations. These rights apply to the extent they are not overridden by the nature of the service (e.g., services booked for a specific date or period).

5. Disputes

If you are unable to resolve a refund dispute with a business, you may contact us at support@nula.me. We will attempt to mediate the dispute, but the final decision rests with the service provider. For payment disputes related to transactions processed through AllPay, you may also contact AllPay or your card issuer directly.

6. Chargebacks

If you initiate a chargeback through your bank or card issuer for a transaction processed through the Platform, we may suspend your account pending investigation. Fraudulent chargebacks may result in permanent account termination.

7. Changes to This Policy

We may update this Refund Policy from time to time. Material changes will be communicated via email or through a notice on the Platform at least 14 days before taking effect. Your continued use of the Platform after the effective date constitutes acceptance of the updated Policy.

8. Contact Us

If you have questions about this Refund Policy, contact us at:

• Email: support@nula.me
• Legal inquiries: legal@nula.me
• Phone: +972 50-229-2309
• Address: Almadina 62, Umm el Fahem, Israel