Refund Policy

Egy Stay is committed to ensuring a fair and secure experience for both guests and hosts. This Refund Policy defines the conditions, procedures, and timelines governing refunds in cases of cancellation or booking issues.

1. Introduction

This policy outlines eligible and non-eligible refund cases, the refund request process, and applicable timelines, in accordance with platform policies and applicable laws.

2. Eligible Refund Cases

Guests may be entitled to a full or partial refund in the following cases:

Cancellation within the timeframe specified in the property’s cancellation policy.
Verified mismatch between the listing description/photos and the actual property.
Inability to stay due to force majeure events such as natural disasters or government restrictions, in accordance with the Force Majeure Policy.
Cancellation by the host prior to the check-in date.
Property unavailability or refusal to accommodate despite a confirmed booking.

3. Non-Refundable Cases

Refunds are not applicable in the following situations:

Cancellation after the allowed cancellation period.
Early departure without a valid reason.
Damages or violations caused by the guest or accompanying parties.
Use of the booking for illegal or prohibited activities.

Note: In case of an active dispute, Egy Stay reserves the right to temporarily hold the funds until resolution.

4. Refund Request Process

Submit a formal request through your account or via email at:
📧 refunds@egystay.com
Include the booking reference, reason for refund, and supporting documents.
Requests are reviewed within 5 to 7 business days by the finance support team.
Approved refunds are processed to the original payment method within 3 to 10 business days, depending on the payment provider.

5. Refund Methods

Bank Cards: Refunded to the same card used for payment.
E-Wallets: Refunded to the same wallet account.
Bank Transfers: Refunded after verification of banking details.
Platform Credit: Optional conversion to wallet credit for future bookings.

Any bank or processing fees imposed by payment providers may be deducted from the refunded amount.

6. Host Refund Handling

If a booking is canceled by the guest:

The host is notified immediately.
The property’s cancellation policy determines the host’s entitlement.
Platform service fees may be deducted if services were partially or fully rendered.

7. Role of Egy Stay

The platform acts solely as a technical and financial intermediary.
Refunds are managed fairly and transparently between parties.
Egy Stay reserves the right to deny or delay refunds in cases of suspected fraud or misuse.

8. Refund Timelines

Eligible cancellations: 3–10 business days.
Financial disputes: up to 21 business days after investigation.
Platform credits: Available immediately upon approval.

9. Policy Amendments

Egy Stay reserves the right to amend this Refund Policy at any time in compliance with Egyptian laws and banking regulations.
Amendments take effect immediately upon publication, and continued use of the platform constitutes acceptance.