Tillping Refund Policy

Version: 2026-11-11-v3.4

Effective date: 11 November 2026

Last updated: 11 November 2026

This Refund Policy forms part of the Tillping Terms of Service (the "Terms"). Capitalized terms not defined in this Refund Policy have the meanings given to them in the Terms. This Refund Policy is without prejudice to your statutory rights, and nothing in it excludes or limits any right that cannot be excluded or limited under applicable law (Sections 3 to 5).

1. Merchant of Record

1.1 Paid Items are sold through our online reseller Paddle.com. Paddle.com is the Merchant of Record for all our orders. Paddle acts as authorized reseller, Merchant of Record and seller of record for each purchase, and makes its own seller disclosures at checkout and on its receipt. We decide, under this Refund Policy and applicable law, whether a refund is due from us, and Paddle issues approved refunds to the payment method used for the original purchase, including any tax charged on the refunded amount. Paddle may also grant a refund under its own buyer terms; such a refund does not reduce your rights under this Refund Policy. Whatever Paddle's role, we will ensure that any refund to which you are entitled under this Refund Policy or applicable law is made.

1.2 This Refund Policy does not affect any rights you may have against Paddle under its buyer terms.

2. Deep Scans

2.1 Nature of the purchase. A Deep Scan is a one-off digital service, paid in full in advance. No subscription is created and nothing renews automatically. On confirmation of payment, one Deep Scan Credit is added to your Account. Because you give the Purchase Request before checkout, the Deep Scan then starts automatically, but only after we have sent you the Order Confirmation (Terms, Section 8.3).

2.2 Deep Scans not yet Performed. If your Deep Scan has not been Performed, you are entitled to a full refund of its price, for any reason, on request made within fourteen (14) days of the date of purchase. After that period, a Deep Scan Credit that has not been used is not refundable, save as provided in Sections 2.4, 2.5 and 3 to 5, but it does not expire while your Account remains open.

2.3 Deep Scans that have been Performed. Once a Deep Scan has been Performed, this Refund Policy does not provide a refund of its price, save as provided in Section 2.4 and Section 6. This is without prejudice to your statutory rights, including any right of withdrawal or cancellation that you still have under Sections 3 to 5 and your statutory remedies for a digital service that is not supplied or not in conformity.

2.4 Failures, unreachable Targets and refused Targets.

(a) Service Failure. If there is a Service Failure, we will, at your choice, either run the Deep Scan again free of charge (and return the Deep Scan Credit to your Account for that purpose) or refund the price in full. If a repeat run also fails, or we cannot remedy the Service Failure within a reasonable time and free of charge, you may instead have the price refunded in full or, if you prefer, reduced proportionately. We ask that you tell us of a Service Failure within thirty (30) days of the date of purchase so that we can investigate; this request does not shorten any period available to you under applicable law.
(b) Target Unreachable. If a Deep Scan ends with a Target Unreachable result, the Deep Scan has not been Performed. We return the Deep Scan Credit to your Account, you may run the Deep Scan again, and Section 2.2 and your statutory right of withdrawal or cancellation continue to apply.
(c) Refused Target. If we decline to scan a Target as a Refused Target after you have paid, the Deep Scan has not been Performed. We return the Deep Scan Credit to your Account for use on another Verified Domain, and, on request made at any time, we will refund the price in full instead.
(d) Valid results. A Deep Scan that runs to completion and whose Report is made available has been Performed, even if the Report identifies problems with your endpoint, or your endpoint, firewall or hosting provider returned an error, a redirect or a block response. Such outcomes are valid results and are not a Service Failure.

2.5 Refunds of unused Deep Scan Credits in other cases. We will also refund the price of any unused Deep Scan Credit, irrespective of the date of purchase, if:

(a) we discontinue the Service or terminate the Terms without cause (Terms, Section 16.4);
(b) a change to the Service materially reduces the functionality of the Deep Scan concerned (Terms, Section 17.1);
(c) you stop using the Service because you do not accept a material amendment to the Terms (Terms, Section 17.3), or because you object to an assignment of the Terms (Terms, Section 20.4); or
(d) a force majeure event prevents us from providing the Service for more than thirty (30) consecutive days and either party terminates the Terms (Terms, Section 18).

2.6 Re-scans. Re-scans are provided free of charge, in addition to the Deep Scan, for the period stated at purchase and in the Order Confirmation. The price of a Deep Scan is paid for the Deep Scan alone, which is supplied in full when it is Performed, whether or not any Re-scan is used. If a Re-scan cannot be run for a reason attributable to the Service, we will make it available again or extend the Re-scan period accordingly. Re-scans do not give rise to a separate refund entitlement.

3. Consumers in the European Union, the EEA and the United Kingdom

3.1 Right of withdrawal. The Service is intended for business use. If you are nonetheless a Consumer habitually resident in the European Union, the European Economic Area or the United Kingdom, you have a statutory right to withdraw from a contract for a Paid Item within fourteen (14) days of the day on which the contract is concluded, without giving any reason, in accordance with Directive 2011/83/EU on consumer rights (as amended) as implemented in your country of residence or, in the United Kingdom, the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

3.2 Loss of the right of withdrawal for Deep Scans. Before you go to checkout, the Service asks you, by ticking a box that is not pre-ticked, to give the Purchase Request, that is, (a) to request expressly that the Deep Scan be performed immediately after payment, during the withdrawal period, and (b) to acknowledge that you will lose your right of withdrawal once the Deep Scan has been Performed. We confirm the Purchase Request, together with the information required by law, on a durable medium, in the Order Confirmation, which we send to you before the Deep Scan starts (Article 8(7) of Directive 2011/83/EU). The Deep Scan does not start until we have sent the Order Confirmation. You lose your right of withdrawal for a Deep Scan only if all of the following apply: (i) you gave the Purchase Request; (ii) we sent you the Order Confirmation before the Deep Scan started; and (iii) the Deep Scan has been Performed (Articles 8(8) and 16(a) of Directive 2011/83/EU and, in the United Kingdom, the corresponding provisions of the Regulations referred to in Section 3.1). If any of these conditions is not met, your right of withdrawal continues for the rest of the withdrawal period, and you may withdraw and receive a full refund. Any statement on immediate performance in Paddle's checkout or buyer terms does not cause you to lose your right of withdrawal against us in any other circumstances. The right of cancellation of Consumers in Israel is governed by Section 4.

3.3 How to withdraw. To exercise the right of withdrawal, you may either (a) use the withdrawal function labelled "Withdraw from contract here" in your Account dashboard (Account > Purchases), which is available while you have any order within its withdrawal period and on the use of which we will send you an acknowledgement of receipt by email (Article 11a of Directive 2011/83/EU); or (b) inform us of your decision by an unequivocal statement sent to support@tillping.online before the withdrawal period expires. You may use the model withdrawal form in the Annex, but you are not obliged to do so. We will reimburse all payments received from you, through Paddle, without undue delay and in any event within fourteen (14) days of the day on which we are informed of your decision, using the same means of payment as you used for the original transaction, unless you have expressly agreed otherwise. You will not incur any fees as a result of the reimbursement.

4. Consumers in Israel

4.1 Cancellation of a distance transaction.

(a) Your rights under the Law. If you are a consumer within the meaning of the Consumer Protection Law, 5741-1981 (the "Consumer Protection Law"), you may cancel a distance transaction for a Deep Scan in accordance with, and subject to the conditions and exceptions of, section 14C of that Law. Under section 14C(c)(2), notice of cancellation may be given within fourteen (14) days of the date of the transaction or of the date on which you receive the document containing the particulars required by section 14C(b), whichever is later. For a service that is not provided on a continuing basis, however, the notice must be given at least two (2) days that are not rest days before the service is to be provided. Because a Deep Scan is provided immediately after payment at your request, the right under section 14C(c)(2) is not available once the Deep Scan has been provided.
(b) Our additional right. Independently of the Law, Section 2.2 entitles you to a full refund of a Deep Scan that has not been Performed, on request made within fourteen (14) days of the date of purchase, and Section 2.4 applies to you.
(c) Rights that are not affected. Nothing in this Section limits your right to cancel under section 14E(a) of the Consumer Protection Law (where the service does not conform to the particulars disclosed to you, is not supplied, or there is another breach by us), or any other right that cannot be excluded by agreement.

4.2 No cancellation fee. Although section 14E(b)(1) of the Consumer Protection Law permits a dealer to charge a cancellation fee of up to five percent (5%) of the price or one hundred New Israeli Shekels (NIS 100), whichever is lower, we do not charge any cancellation fee.

4.3 Notice and refund. You may give notice of cancellation by email to support@tillping.online, or, for an order within its cancellation period, by using the withdrawal function described in Section 3.3. We will refund any amount due within fourteen (14) days of receipt of your notice, in accordance with section 14E of the Consumer Protection Law.

5. Other Statutory Rights

If the law of your country of habitual residence confers on you a right of cancellation, withdrawal or refund that is not described in this Refund Policy and cannot be excluded or limited by agreement, that right applies in addition to this Refund Policy.

6. Billing Errors

If you have been charged more than once for the same purchase, charged an incorrect amount, or charged after a valid cancellation, please notify us and we will refund the amount incorrectly charged in full.

7. Exclusions

Without prejudice to your statutory rights and to Section 6, refunds are not available:

(a) where we terminate your Account for breach of the Terms or the Acceptable Use Policy (Terms, Section 16.3); or
(b) for requests that we reasonably consider to be fraudulent or abusive, such as repeated cycles of purchase and refund.

8. How to Request a Refund

8.1 To request a refund, withdraw or cancel, please email support@tillping.online, where possible from the email address associated with your Account, with "Refund" in the subject line and the order number shown on your Paddle receipt. You may, but need not, state a reason.

8.2 We will respond to a refund request within five (5) business days of receipt. Approved refunds are issued through Paddle to your original payment method; your bank or card issuer may take up to ten (10) business days to reflect the refund. Statutory time limits for reimbursement (Sections 3.3 and 4.3) apply irrespective of this Section 8.2.

8.3 We ask that you contact us before initiating a chargeback or payment dispute with your bank or card issuer, so that we have the opportunity to resolve the matter directly. This request is without prejudice to your rights against your bank or card issuer.

9. Changes

We may amend this Refund Policy in accordance with Section 17 of the Terms. The version in force on the date of your purchase applies to that purchase, without prejudice to your statutory rights. Previous versions, with their version identifiers and the dates on which they were in force, are available at https://tillping.online/legal/archive (Terms, Section 17.5).

Annex: Model Withdrawal Form

(Complete and return this form only if you wish to withdraw from the contract.)

To: Hanna Rynkov, operating Tillping, support@tillping.online

I/We (*) hereby give notice that I/We (*) withdraw from my/our (*) contract for the provision of the following service: Deep Scan

Ordered on (*) / received on (*): [date]

Order number: [order number]

Name of consumer(s): [name]

Email address of consumer(s): [email address]

Date: [date]

(*) Delete as appropriate.