These terms explain how payments and the Ehna wallet work. They are part of our Terms of Service. Refund rules are in the Refund and Cancellation Policy.
1. Currency and prices
- All prices and balances are in Egyptian Pound (EGP). If you pay with a card issued in another currency, your bank converts the amount and may charge its own fees.
- Before every payment we show the price, any payment fee (currently 3% on card and gateway payments when it applies), any VAT and the total. Paying from your wallet balance carries no payment fee.
- Coupons and promo codes reduce the price only under the conditions shown with them and have no cash value.
2. Secure payments
- Card and electronic-wallet payments are processed by licensed payment partners (for example, banks and payment gateways operating in Egypt). Card details are entered on the partner's secure page, protected by encryption and, where supported, 3-D Secure verification.
- Ehna Online never sees or stores your full card number or security code.
- All pages of the Platform are served over HTTPS.
3. What the Ehna wallet is
The wallet holds a prepaid balance that you can spend on the Platform: tourism and service bookings, marketplace orders, packages, ads, featuring, gifts and tips. It is not a bank account, it does not earn interest, and it cannot be used to pay outside the Platform. Your balance does not expire.
4. Adding money
- Use Wallet > Add funds and one of the methods available to you (card, mobile wallet, bank transfer or other methods shown). Minimum and maximum amounts are shown in the form.
- The balance is added as soon as the payment partner confirms the payment. Bank and mobile-wallet transfers that need manual checking are normally added within 1 business day.
- Only use payment methods that belong to you.
5. Payments held for bookings
When you pay a tourism or service booking from your wallet, the amount leaves your available balance and is held by Ehna Online as an intermediary. It is released to the provider, minus our commission, when the host confirms a tourism booking or when a service job is completed, and it returns to your wallet when a booking is declined or cancelled in time, or as decided in a dispute. Held amounts do not earn interest.
6. Earnings of providers, sellers and creators
Money you earn on the Platform (tourism and service payouts, marketplace sales, creator subscriptions and tips, affiliate rewards and points, where enabled) is shown in your wallet. Depending on the type, you can move it to your wallet balance or ask for a payout. Commissions are deducted before the amount is credited: currently 10% on tourism bookings, 10% on service jobs and 10% on marketplace sales.
7. Withdrawals (payouts)
- You can ask for a payout of an eligible balance from Wallet. The minimum payout is ≈ €0.87.
- Payouts are sent to the method you choose among those offered (for example, bank account, mobile wallet or PayPal). The account must be in your name. Any fee charged by the payout method is shown before you submit.
- We review payout requests within 3 business days. Once approved, the transfer usually arrives within 1 to 7 business days, depending on the bank or provider.
- We may ask you to verify your identity, phone or payout account before the first payout or for large amounts.
8. Transfers between members
When sending money to another member is enabled, transfers are instant and cannot be reversed by us, except in cases of proven fraud. Only send money to people you know. Never pay for a booking or product outside the Platform's booking and checkout screens: those payments are not protected.
9. Security and unauthorised transactions
- Protect your account with a strong password and turn on two-factor authentication in Settings.
- If you see a transaction you did not make, report it within 7 days. We will investigate, secure the account and refund amounts taken without your authorisation where we can confirm it.
10. Fraud prevention and compliance
To protect members and comply with Egyptian law (including anti-money-laundering rules), we may delay, hold or reverse suspicious transactions, ask for information about the source of funds, limit wallet features, and report to the competent authorities. We do not allow the wallet to be used to move money unrelated to genuine activity on the Platform.
11. Taxes and invoices
Where VAT or other taxes apply to our fees, they are shown at checkout. Providers and sellers are responsible for their own taxes on what they sell. The transaction list in your wallet serves as a record of every payment; contact us if you need a receipt for a payment made to Ehna Online.
12. Closing your account
Before deleting your account, withdraw any eligible balance. If a balance remains after closure, contact us and we will return what belongs to you after settling pending bookings, orders, disputes and amounts owed.
