These terms apply to everyone who offers something on Ehna Online: tourism hosts and operators (trips, activities, boats, camps, stays, restaurants), home and local service providers and their team members, real estate listers, marketplace sellers and creators who earn from their content ("Providers"). They add to our Terms of Service, Payment and Wallet Terms and Community Guidelines. By publishing a listing, a service or a product, you accept them.
1. Who can be a Provider
- You must be at least 18 and act in your own name or with authority for the business you represent.
- Businesses must give their correct legal name and, when asked, their commercial register and tax card. Activities that need a licence (for example, tour operation, diving centres, boat trips, medical or professional services) may only be offered by holders of a valid licence, which we may ask to see.
- Service providers go through our application and document review before their services go live. We may accept, refuse or suspend an application or a listing at our discretion, explaining the reason where possible.
2. Listings and prices
- Describe exactly what the customer gets: what is included and excluded, duration, location, capacity, requirements and real, current photos you have the right to use.
- Show the full price in Egyptian Pound (EGP), including every mandatory charge. Do not add charges that were not shown, except extra work the customer approves on the booking page.
- Tourism listings should state their cancellation terms. If they do not, the standard terms of our Refund and Cancellation Policy apply.
- Keep availability up to date and remove listings that are no longer available.
- Nothing on the prohibited items list may be offered.
3. Handling bookings and orders
- Answer booking requests within 24 hours. Confirm only bookings you are sure you can deliver.
- Deliver the service or product as described, on time, safely and professionally. You are responsible for your staff and team members and for any insurance or safety measures your activity requires.
- If you must cancel a confirmed booking, tell the customer immediately; the customer receives a full refund. Repeated cancellations or no-shows lead to lower visibility, suspension or removal.
- Marketplace sellers ship within the stated time and accept returns as described in the Refund and Cancellation Policy and required by the Consumer Protection Law No. 181 of 2018.
- Use customers' personal data only to deliver the booking or order. Do not add customers to marketing lists or share their data without their consent.
4. Payments, commission and payouts
- Customer wallet payments are held by Ehna Online and released to you when a tourism booking is confirmed, when a service job is completed (confirmed by the customer, by completion code, or automatically after 3 days without objection), or when a marketplace order is delivered.
- Our commission is deducted before the amount reaches your balance: currently 10% for tourism bookings, 10% for service jobs (unless a different rate is agreed in writing for your profile) and 10% for marketplace sales. Rates in force when the booking or order is made apply to it.
- For service jobs paid in cash, the commission is recorded as an amount you owe and must be settled from your wallet. If unpaid dues pass the limit shown in your dashboard, you cannot accept new cash jobs until you settle them.
- Optional paid features (featuring a listing or profile) are charged from your wallet at the price shown.
- Payouts follow the Payment and Wallet Terms. Refunds, dispute decisions and chargebacks related to your bookings or orders may be deducted from your balance or future earnings.
- You are responsible for your own taxes and for issuing any receipt or electronic invoice that Egyptian law requires for your sales.
5. Disputes
If a customer opens a dispute or reports a problem, answer promptly and provide evidence (messages, photos, completion code, delivery proof). Payments stay on hold during the review. Our team decides how held or recovered amounts are distributed: release to you, refund to the customer, or a fair split. This decision applies on the Platform without affecting either party's legal rights.
6. Real estate listers
- List only properties you own or are authorised in writing to market, with the correct price, area, location, photos and legal status.
- Mark a property as sold or rented, or remove it, as soon as it is no longer available. Fake, duplicate or bait listings are removed.
- Ehna Online publishes listings only; it does not take part in viewings, negotiations, contracts or payments, and does not act as a broker.
7. Reviews and reputation
Customers can review you after a booking or order. You may reply publicly and politely. Do not offer rewards for reviews, review yourself, or pressure customers to change a review. Ratings affect how listings are shown.
8. Responsibility
You are solely responsible for the services and products you provide, for complying with the laws and licences that apply to your activity, and for any harm caused by them. You agree to cover the reasonable losses and costs Ehna Online suffers because of a claim related to your listings, your services or a breach of these terms.
9. Suspension and termination
We may hide listings, suspend payouts or close a Provider account for breaches of these terms, safety concerns, fraud, legal requirements or repeated customer complaints. Amounts needed to refund customers or settle dues are kept; the rest of your balance is paid out under the Payment and Wallet Terms. You may stop offering services at any time after completing or cancelling your open bookings and orders.
10. Changes
We will give at least 14 days' notice of changes to these terms or to commission rates. Changes do not apply to bookings and orders already made.
