Refund & Cancellation Policy

1. Introduction

This policy explains the rules for cancelling and obtaining refunds across service bookings, car rentals, spare-parts orders and roadside towing on the E7GZ platform. Sections 2–5 cover service bookings in detail; sections 15–17 cover rentals, parts and towing; the general rules (eligibility, wallet, points, processing, gateway and fraud) apply across all of them. It applies to orders made through the Platform and paid online or via the wallet.

By using the Platform and placing an order, you agree to the rules set out below.

2. Booking Cancellation Rules

• A booking can be cancelled only while it is active; a completed or already-cancelled booking cannot be cancelled.
• The cancellation outcome (refund amount) depends on the timing of the cancellation relative to the appointment, based on a 2-hour threshold before the service time.
• The service fee is non-refundable in all cases.
• Cancellations are processed safely so that no double refund can occur for the same booking.

3. Customer Cancellation Policy

a. Early cancellation (more than 2 hours before the appointment)

You receive a full refund of the amount paid except the non-refundable service fee, credited to your wallet on the Platform.

b. Late cancellation (2 hours or less before the appointment)

The service center may be compensated up to 50% of the service value (subtotal), and the remaining amount — after the service fee and the center compensation — is credited to your wallet, and may be zero in some cases.

c. Effect on points and offers

On cancellation, the reward points associated with the booking are deducted, and any voucher/offer used is restored so it can be used again (subject to its limits and validity). The cancellation also counts toward your account's cancellation count.

4. Service Provider Cancellation Policy

If the service provider or center cancels a confirmed booking, the customer receives a full refund of the refund-eligible amount, credited to their Platform wallet, with no cancellation deduction applied.

The late-cancellation compensation rule does not apply to the customer in this case, because the cancellation was initiated by the provider rather than the customer. Your reward points are not deducted, and the cancellation is not counted against your account.

5. No-Show Policy

If you do not attend your booked appointment without cancelling it in advance, the booking is treated as a No-Show.

In a No-Show, you may not be eligible for a refund under the Platform's policy. As automated No-Show handling is not currently in place, No-Show cases are assessed by Platform management on a case-by-case basis.

6. Refund Eligibility

• Early cancellation: full refund of the amount paid minus the service fee, to the wallet.
• Late cancellation: partial refund after deducting the service fee and the center compensation (up to 50% of the subtotal), to the wallet.
• Refund amounts are credited to the wallet immediately upon a successful cancellation.

7. Non-Refundable Cases

• The service fee — non-refundable in all cases.
• Completed bookings — cannot be cancelled or refunded.
• The center-compensation portion (up to 50% of the subtotal) on a late cancellation.
• Bookings that were already cancelled (no double refund).

8. Refund Processing Time

Refund amounts are credited to your Platform wallet immediately upon a successful cancellation.

Refunds are not currently transferred directly to bank cards or external payment methods, unless such a feature is added in the future. All refunds are recorded in the system's audit logs for review and accountability.

9. Wallet Refund Rules

All refunded amounts are added to your electronic wallet balance within the Platform.

You can use this balance to pay for your future bookings on the Platform.

10. Reward Points Rules

Points are managed through a per-user ledger. When a booking is cancelled, the points associated with it are deducted at a rate of one point per EGP of the amount paid (rounded down).

The points earning rate is not defined as a fixed ratio in the code; points are granted through platform/administrative operations, and no fixed earning ratio is published here. Points may carry an expiry date when granted, and an expiry process runs periodically.

11. Promotional Offers & Discounts

Vouchers and offers may be subject to total usage limits, per-user limits, a minimum order amount, a maximum discount, an expiry date, and an active status. When a booking is cancelled, the voucher usage is reversed so it can be used again, subject to its limits and validity.

12. Payment Gateway (Paymob)

Online payments are processed by the payment provider Paymob. We do not store the full card number or the card security code (CVV). Refunds are not made by returning funds to the card through Paymob; instead, the refund is credited to your Platform wallet.

13. Fraud / Abuse Protection

To protect the integrity of the Platform, each account's cancellation count is tracked, and accounts may be restricted or blocked in cases of abuse. Any manual financial adjustments are subject to an internal approval (maker-checker) workflow and are recorded in audit logs, and mechanisms are used to prevent duplicate refunds.

14. Exceptional Circumstances

In exceptional cases — such as an inability to provide the service, a billing error, or force majeure — Platform management may make manual wallet adjustments or refunds to the customer at its discretion.

Such actions are subject to an internal approval (maker-checker) workflow and are recorded in audit logs to ensure transparency and accountability.

15. Car Rental Cancellations & Deposits

For car rentals, a booking can be cancelled while it is still eligible; the refund depends on the cancellation timing and the listing's terms, and any refundable amount is credited to your wallet. A security deposit may be held for the rental and is released after the vehicle is returned and inspected, minus any approved claims (damage, fines or excess use) assessed through the deposit/claims process. Disputed claims are reviewed by Platform management.

16. Spare-Parts Orders

A spare-parts order may be cancelled before it is dispatched or handed over; once cancelled, the eligible amount is refunded to your wallet. Card payments for cancelled orders are handled as described in the Refund Processing section. Delivery, pickup and installation terms are set out in the Shipping & Delivery Policy. Wrong or damaged items should be reported on receipt through our support channels.

17. Roadside Tow Requests

A tow request can be cancelled while it is still searching or before a provider is dispatched; any eligible amount paid is refunded to your wallet. Once a provider is en route or the service has been performed, charges reflect the work carried out. Pricing is computed server-side and shown before you confirm.

18. Contact Information