Refund & Cancellation Policy
Last updated: 30 September 2026
This policy explains when you can cancel, which fees may apply, and how and when you get your money back. The policy shown in the app when you place an order is the one that applies to it.
1. Card pre-authorisation
When you confirm with a card we hold the service price plus a buffer (15% by default) for add-ons you may approve. Only the final amount is captured after the service is completed and the confirmation code is entered; the rest of the hold is released automatically.
2. When cancelling is free
- Before payment or the card hold.
- After payment and before any provider accepts the order, while the booked slot is more than 60 minutes away.
- When the provider or the platform cancels for any reason not caused by you.
3. Cancellation fees
- After a provider accepts the order or while they are on the way: a visitation fee (EGP 100 by default, or your area's fee).
- Within the last 60 minutes before a scheduled slot: the same visitation fee.
- If you reject an on-site add-on and choose to cancel: the visitation fee only, never the service price.
The fees for your area are shown on the checkout screen before you confirm.
4. Refunds
- Provider no-show: full refund and the visitation fee is waived.
- Service not delivered or not as agreed: Operations reviews the evidence (photos, location, chat) and decides a full or partial refund.
- Card payments: refunded through the payment gateway within 5–14 business days depending on your bank.
- Cash or bank transfer: refunded by transfer or credit within 7 business days after Finance approves it.
5. Add-ons
Every add-on needs your approval in the app before it is done. Approved add-ons are refunded only if they were not delivered.
6. Disputes
Open a dispute from the order page or the support chat. The chat and payment history are kept as evidence, and we answer within 48 business hours.
7. Contact
For any question about cancellations or refunds, contact support@egyguests.com.