Dispute Resolution Policy
- Introduction
Egy Stay is committed to providing a fair and transparent environment for all users and works to resolve any dispute or disagreement that may arise between hosts and tenants, or between users and the platform administration, in an amicable, prompt, and effective manner, in accordance with the laws in force in the Arab Republic of Egypt. - Scope of Application
This policy applies to all disputes that may arise as a result of:
• Booking, cancellation, payment, or refunds.
• Disagreements regarding the condition of the property unit or the services provided.
• Claims for compensation due to damages or breach of agreement.
• Misuse of the platform or violation of the Terms and Conditions.
This policy does not apply to disputes outside the scope of the platform’s services, such as transactions conducted outside the official Egy Stay system.
- Principle of Amicable Resolution
• All parties must first attempt to resolve the dispute amicably through direct communication via the platform or by email.
• Egy Stay shall act as a neutral intermediary to help bring the parties closer to a fair solution within no more than 7 business days from the date the complaint is submitted.
• The platform administration has the right to review all relevant correspondence and evidence in order to reach a fair decision. - Complaint and Dispute Submission Procedures
- Submission of Request:
The affected user must submit a formal complaint via email to:
disputes@egystay.com
The complaint must include the booking number, details of the incident, and supporting documents or photos. - Initial Review:
Receipt of the complaint shall be confirmed within 48 hours, after which it will be referred to the relevant department for review. - Review of Evidence:
The dispute resolution team shall review the data and documents submitted by both parties within a maximum period of 7 business days. - Administrative Decision:
The platform administration shall issue its final decision regarding the dispute, and such decision shall be binding internally within the Egy Stay system. - Role of the Platform
• Egy Stay acts only as an administrative and technical intermediary and is not a direct party to contracts between the host and the tenant.
• The platform is committed to complete neutrality and issues its decisions based on the available evidence.
• Where proven financial damage exists, the platform may temporarily hold funds or deduct the due compensation from the relevant account. - Legal Escalation
If an amicable solution cannot be reached, or if either party is dissatisfied with the internal decision:
• The affected party has the right to resort to the competent legal authorities in the Arab Republic of Egypt.
• The courts of Cairo shall have jurisdiction over any judicial dispute.
• All users must submit any legal claims or complaints within the legally prescribed period after the platform’s administrative decision has been issued. - Confidentiality and Data Protection
• All disputes and related communications shall be treated as strictly confidential.
• No details of the dispute or party data shall be disclosed to any external entity except as required by law or pursuant to a court order. - User Obligations During the Dispute Process
• Both parties must fully cooperate with the platform administration and provide the requested information accurately and truthfully.
• Publishing disputes or engaging in defamation through social media or public channels is prohibited and shall be considered a violation subject to accountability. - General Provisions
• All decisions made by Egy Stay regarding internal disputes are considered final within the platform system and may not be appealed internally.
• The platform shall not bear any responsibility for indirect compensation or losses resulting from the dispute, such as loss of profits or booking opportunities.
• This policy, and any dispute arising from it, shall be governed by Egyptian law and the principles of fairness and transparency in electronic transactions.