Refund Policy
- Introduction
Egy Stay is committed to ensuring a fair and secure experience for both tenants and hosts. Therefore, the platform has established a clear and specific refund policy for cases involving cancellations or breaches of booking terms, in a way that balances the rights of all parties. - Cases Eligible for Refund
The tenant may be entitled to a full or partial refund in the following cases: - Cancellation of the booking within the period specified in the cancellation policy stated on the property listing page.
- The property unit does not match the description or photos published in the listing, after verification by the platform.
- The stay becomes impossible due to circumstances beyond the tenant’s control, such as disasters or government decisions, in which case the Force Majeure Policy shall apply.
- Cancellation of the booking by the host for any reason before the check-in date.
- The unit is not ready or the tenant is refused check-in at the agreed time despite a confirmed booking.
- Cases Not Eligible for Refund
The tenant shall not be entitled to a refund in the following cases:
• Cancellation of the booking after the allowed cancellation period under the unit’s cancellation policy has expired.
• Leaving the unit before the end of the stay without an acceptable reason.
• Damage or violations caused by the tenant or their guests during the stay.
• Use of the booking for unlawful purposes or in breach of the platform’s terms.
• Note: In the event of a complaint or dispute, the platform reserves the right to temporarily hold the amount until the dispute is resolved.
- Refund Request Procedure
- The user must submit a formal request through their account on the platform or by email at:
refunds@egystay.com - The request must include the booking number, the reason for cancellation or refund, and any supporting documents such as photos or correspondence.
- The request will be reviewed within 5 to 7 business days by the financial support team.
- If approved, the refund will be processed to the original payment method within 3 to 10 business days, depending on the bank or payment service provider.
- Refund Methods
• Bank cards: The amount will be refunded to the same card used for payment.
• E-wallets: The amount will be refunded to the same electronic wallet.
• Bank transfer: The refund will be made to the tenant’s bank account after verification of the banking details.
• Platform credit: The user may choose to convert the amount into platform credit for use in future bookings.
Any banking fees, transfer commissions, or service charges imposed by the payment provider may be deducted from the refunded amount.
- Refunds Relating to Hosts
In the event of a booking cancellation by the tenant:
• The host shall be notified immediately.
• The cancellation policy applicable to each unit shall determine whether the host is entitled to any portion of the amount.
• The platform commission may be deducted if the service has been partially performed, such as booking processing or collection. - Role of Egy Stay
• The platform acts only as a financial and technical intermediary and is not a direct party to the rental contract.
• The platform ensures that refund procedures are handled in a transparent and neutral manner between the host and the tenant.
• The platform reserves the right to reject or delay a refund if there is suspicion of fraud or abuse of the system. - Refund Timelines
• Eligible cancellation requests: within 3 to 10 business days.
• Financial disputes: within 10 to 21 business days at most after the completion of the investigation.
• Internal platform credit: appears immediately in the user’s account once the request is approved. - Policy Amendments
Egy Stay reserves the right to amend the Refund Policy at any time in accordance with Egyptian laws and applicable banking regulations.
Any amendments shall become effective immediately upon publication on the website, and continued use of the service shall constitute acceptance of the updated policy.