Dispute Resolution Policy

Egy Stay is committed to maintaining a fair and transparent environment for all users. This policy outlines the procedures for resolving disputes between hosts, guests, and the platform in an efficient and amicable manner, in accordance with the laws of the Arab Republic of Egypt.

1. Introduction

This policy establishes a clear framework for managing disputes, protecting user rights, and ensuring trust and fairness across the platform.

2. Scope of Application

This policy applies to all disputes arising from the use of the Egy Stay platform, including but not limited to:

Bookings, cancellations, payments, and refunds.
Disputes regarding property condition or provided services.
Damage compensation or breach of agreement claims.
Misuse of the platform or violations of the Terms and Conditions.

This policy does not apply to disputes resulting from transactions conducted outside the official Egy Stay system.

3. Amicable Resolution Principle

All parties must first attempt to resolve disputes amicably through official platform communication channels.
Egy Stay acts as a neutral mediator to facilitate a fair resolution within a maximum of 7 business days from the date of complaint submission.
The platform reserves the right to review all relevant communications and evidence.

4. Dispute Submission Procedure

Step 1: Submission
The affected user must submit a formal complaint via email to:
📧 disputes@egystay.com

The complaint must include the booking reference, detailed description, and supporting documents.

Step 2: Initial Review
Receipt of the complaint will be acknowledged within 48 hours and forwarded for review.

Step 3: Evidence Review
The dispute resolution team reviews all submitted materials within a maximum of 7 business days.

Step 4: Administrative Decision
A final decision is issued by Egy Stay and is binding internally within the platform.

5. Role of Egy Stay

The platform acts solely as an administrative and technical intermediary.
Egy Stay remains neutral and bases its decisions on available evidence.
Verified financial damages may result in temporary fund holds or deductions from the relevant account.

6. Legal Escalation

If no amicable resolution is reached:

The affected party may pursue legal action in Egypt.
Courts of Cairo shall have exclusive jurisdiction.
Legal claims must be filed within the statutory time limits following the platform’s decision.

7. Confidentiality and Data Protection

All disputes and communications are treated as strictly confidential.
Information is disclosed only as required by law or by court order.

8. User Obligations During Disputes

Users must cooperate fully and provide accurate information.
Public disclosure or defamation related to disputes on social media or public platforms is prohibited and may result in penalties.

9. General Provisions

All dispute-related decisions by Egy Stay are final and binding within the platform.
The platform is not liable for indirect or consequential damages such as loss of profits or booking opportunities.
This policy is governed by Egyptian law and interpreted in line with principles of fairness and transparency in electronic transactions.