Contact and business details

2. Who we are

OrQuest (אור־קווסט) is run by one person ("we", "us"):

• Name: Yaniv Cohen, trading as OrQuest
• Status: עוסק פטור (exempt dealer) registered in Israel
• ID / dealer number: 215953259
• Postal address, including for registered mail: 12 HaShoftim St, Tel Aviv, Israel
• Phone: +972 52 386 4584 (Sat, 1:00-1:00)
• Email: support@orquestapp.com

The app shows these details in About, in Settings under Legal and help, and under Seller details on the subscription screen.

3. What to write to us about

Reach us about any of these by email, phone or post.

• Help with the app. Tell us your device and what happened. Please do not send a child's personal details or photos.
• Cancelling a subscription. Cancel in your App Store or Google Play settings, or send us a notice any way listed on Cancel a subscription. A notice needs only your name, plus your ID number for a notice under Israel's Consumer Protection Law, 5741-1981. No fees. Deleting the app or your account does not cancel a subscription.
• Refunds. Apple takes App Store payments and decides App Store refunds, at reportaproblem.apple.com. We handle Google Play refunds. In the cases our Terms of Use set out (sections 10.4 and 24.6), such as where the law entitles you to a refund from us and Apple does not give it, we pay the money back ourselves. What this says about refunds does not apply where the law gives you a right to cancel or to a refund, and does not reduce that right.
• Privacy requests, such as to see, copy, correct or delete your information. To delete your account, use Delete account in Settings or Delete your OrQuest account.
• Complaints about anything we do.
• Accessibility. Tell us what you could not do, and where. We will help another way, by phone or email.
• Mistakes in the content. Name the lesson or screen. If we check it and find it is an error, we fix it in a later update.
• Legal notices, to our postal or email address.

4. How quickly we respond

Business days are Sunday to Thursday, except Israel's official days of rest, such as the festivals and Independence Day. Where a law that protects you counts days in a way that is better for you, we count them that way.

5. How to make a privacy request or a complaint

Write to support@orquestapp.com or to our postal address in section 2, with:

• Subject: "Privacy request" or "Complaint"
• Your name, and the email address you use with OrQuest, if any
• What you want (for a correction, what is wrong); for a complaint, what happened and what you would like us to do
• If you write for someone else (your child, someone who authorised you in writing, or someone you are the guardian of): who they are

We may ask you to confirm who you are, using no more than we need. We never receive what is kept only on your device; Delete everything in Settings clears most of it, as the Privacy Policy explains.

If we refuse, or you are not satisfied: if we refuse a request to see your information or to correct it, you may appeal against the refusal to the Magistrates' Court under section 15 of Israel's Protection of Privacy Law, 5741-1981, within 30 days of receiving our refusal. You can also complain to Israel's Privacy Protection Authority at the Ministry of Justice. Section 25 of the Privacy Policy lists other authorities.

6. Where OrQuest is offered

The OrQuest app is offered on the App Store and Google Play in Israel, Switzerland, Australia and New Zealand. We handle every request ourselves, wherever it comes from, and have no representatives in other countries. If you use OrQuest from elsewhere, you keep any rights your local law gives you.

7. What happens to what you send us

You have no legal duty to write to us or give us information; it is your choice, but without a way to reach you we cannot reply. We use what you send only to answer you, act on your request, fix mistakes you report, improve OrQuest from what you tell us, and keep a record of what was agreed. Under Israel's Protection of Privacy Law, we are the controller of the database that holds these messages. Google Workspace hosts our mailbox for us. We keep messages for 24 months after the last one in a conversation, and a short record of each cancellation notice for 3 years, deleting the ID number once the notice is handled. If we learn that a child under 13 wrote to us, we reply once, then delete the message. Google then removes deleted mail within 180 days. Sections 13, 17 and 18 of the Privacy Policy say who else receives these messages, such as our phone service provider, and where they are stored.

8. Other pages

• Cancel a subscription
• Delete your OrQuest account
• Terms of Use
• Privacy Policy
• Accessibility statement

Hebrew version: יצירת קשר ופרטי העוסק. Both versions are official. If they differ, the one more favourable to you applies.