Refund and Complaints Policy

Effective date: 6 August 2026

A customer may request review when a paid order is cancelled, is not delivered, or contains an item that is missing, incorrect, damaged, or materially different from its description.

• Submit the request in the app or through support with the order number and an explanation, preferably within 24 hours of delivery, including photographs or other evidence where relevant.
• The platform will review the request with the vendor, captain, and payment provider and may request additional information.
• Depending on the circumstances, the remedy may be redelivery, a partial adjustment, or a full refund of the eligible amount.
• Refunds are normally returned to the original payment method. They may take 5 to 14 business days to appear, depending on the bank or payment provider. Cash payments may be resolved through a wallet or another agreed method after verification.
• Refunds normally do not cover problems caused by an incorrect customer address or instruction, unjustified refusal to receive an order, or consumption that prevents verification, unless applicable law requires otherwise.
• Where fraud is reasonably suspected, the refund may be held while the matter is reviewed.

This policy does not reduce any mandatory consumer warranty or remedy under Egyptian law.