Restitutie- en annuleringsbeleid

Last updated: 2026-11-05

This policy explains when you can cancel and how you get your money back on Ehna Online. It applies together with our Terms of Service and Payment and Wallet Terms, and it never reduces the rights you have under the Egyptian Consumer Protection Law No. 181 of 2018.

1. How refunds are paid

• To your Ehna wallet: refunds of bookings and services paid from the wallet go back to the wallet, usually instantly. You can use the balance again or withdraw it under the Payment and Wallet Terms.
• To the original payment method: when you paid by card or electronic wallet and ask for a refund to it, we issue it within 5 business days of approval. Your bank or wallet provider may take a further 7 to 14 business days to show it.
• Refunds are made in Egyptian Pound (EGP), for the amount you actually paid. If the payment fee shown at checkout was charged on a refunded payment because of our error or a duplicate charge, we refund the fee too.

2. Wallet top-ups

• If you have not used a top-up, you can ask for a refund to the original payment method within 14 days of the top-up.
• After 14 days, or for a balance you have partly used, you can withdraw the remaining balance as a payout (see the minimum amount and methods in the Payment and Wallet Terms).
• Failed or duplicate charges: if you were charged but your wallet was not credited, or you were charged twice, report it within 30 days. Once confirmed with the payment partner, we credit or refund it within 5 business days.

3. Tourism bookings (trips, activities, stays, restaurants)

A booking request paid from the wallet is held by Ehna Online until the host answers.

• Before the host confirms: you can cancel at any time from My trips and the full amount returns to your wallet instantly. If the host declines, the full amount returns to your wallet instantly.
• After the host confirms: the cancellation terms written on the listing apply. If the listing does not state any, our standard terms apply: cancel 72 hours or more before the booking date for a full refund; between 24 and 72 hours before for a 50% refund; less than 24 hours before, or not showing up, no refund.
• If the host cancels a confirmed booking, or the experience does not take place, you receive a full refund.
• Not as described: if what you received was materially different from the listing, report it from the booking or through support within 48 hours after the booking date, with photos or details. We review the case with the host and decide within 7 business days; any refund is recovered from the host's earnings.
• Bookings made without wallet payment (pay the host directly) are refunded by the host under the listing's terms; we help if there is a dispute.

4. Home and local services

A service paid from the wallet is held by Ehna Online until the job is complete.

• Free cancellation: while the booking is pending or accepted, and after a team member is assigned up to 6 hours before the booked time slot. The full amount returns to your wallet instantly.
• Provider declines or cancels: full refund to your wallet, instantly.
• Later cancellations or problems (the provider is on the way or the job has started): open a dispute from the booking page. Payment stays on hold while our team reviews the case, usually within 5 business days, and decides to pay the provider, refund you, or split the amount fairly.
• Extra charges proposed by the provider during the job are only added if you approve them.
• When the provider marks the job as done, confirm it or open a dispute. If you do neither within 3 days, the job is completed automatically and the payment is released to the provider.
• Cash jobs are paid directly to the provider; refunds of cash are made by the provider, and we help resolve disputes.

5. Marketplace products

• Before shipping: you can ask the seller to cancel the order; a wallet payment is refunded in full.
• Returns: you can return a product within 14 days of delivery if it is unused and in its original condition and packaging, and within 30 days if it is defective or not as described. The seller refunds you within 7 days of receiving the returned item. Return shipping is paid by the seller when the item is defective or not as described, and by you otherwise, unless the seller offers free returns.
• Not returnable (unless defective): perishable goods, personal hygiene items once opened, items made to your specification, and digital products once downloaded or accessed.
• For wallet payments, the seller's share is released after delivery is confirmed, or automatically 30 days after the order is marked as shipped if no problem is reported, so report any issue before then.

6. Packages (memberships)

• A package is a one-time payment for the period shown; it does not renew automatically.
• You can ask for a full refund within 14 days of purchase if you have not used any of its benefits (for example, a verified badge, boosted posts or pages, or ad-free browsing). Once a benefit has been used, the package is not refundable, except as required by law.

7. Ads

• Ads are charged from your wallet for each view or click actually delivered, at the rates shown when you create the campaign. The budget is a limit, not an advance payment: what is not spent stays in your wallet.
• You can pause or delete a campaign at any time. An ad that is not approved is not charged.
• If we find invalid views or clicks (for example, automated traffic), we credit them back to your wallet.

8. Featuring of listings and providers

Featuring a property or a service profile is paid once from the wallet for the number of days shown (for example, 7 days for a property). It cannot be refunded once it has started. If we remove a featured listing by mistake, we refund the unused days to your wallet; there is no refund when a listing is removed for breaking our rules.

9. Gifts, tips, voice-room items, paid content and donations

Gifts and tips (including in live broadcasts and voice rooms), voice-room cards and frames, paid posts and subscriptions to creators, and donations reach the receiver at once and are final. We refund them only if they were sent because of a technical error (charged but not delivered) or through unauthorised use of your account reported within 7 days; confirmed cases are refunded to your wallet within 5 business days. Points and AI credits have no cash value and are not refundable, except where a withdrawal is offered in your wallet.

10. Real estate

Ehna Online does not take payments for buying or renting property. Deposits and rents are agreed and paid directly between the parties, so we cannot refund them. Please never send money before visiting a property and checking the documents, and report any suspicious listing.

11. How to ask for a refund

1. Use the cancel or dispute button on the booking or order page, where available.
2. Otherwise, contact us through the Contact Us page with your username, the booking or order number, the amount and what happened.
3. We acknowledge your request within 2 business days and decide within 7 business days, unless we need information from the other party, in which case we tell you.

12. Chargebacks

Please contact us before disputing a payment with your bank: most cases are solved faster directly. While a chargeback is open, we may hold the related balance and limit paid features on the account.