Refund Policy

This Policy applies to all paid transactions on Rafiky, including bookings of services and experiences, purchases of physical products, multi-day trip packages, restaurant reservations, consultation bookings, and any other paid item offered by a provider on the platform.

Rafiky Pay holds payment for eligible bookings until the booking is honored or the cancellation window closes. For products and in-person purchases, funds are released to the provider on the timeline described in our Terms & Conditions. Refunds are always issued via the original payment method.

Refund eligibility depends on how far in advance you cancel relative to the booking start time. Unless the provider has set a stricter or more generous policy on the listing itself, the defaults below apply:

• More than 7 days before the start date: full refund of the booking amount.
• Between 3 and 7 days before the start date: 50% refund of the booking amount.
• Less than 3 days before the start date: non-refundable, except in the cases listed in Section 5 (Provider-Initiated and Force-Majeure Cancellations).
• After the booking start time: non-refundable. No-shows are not eligible for a refund unless the provider confirms otherwise in writing.

Where a provider has published their own cancellation terms on the listing, those terms supersede the defaults above. The applicable window is shown to you at checkout before payment.

• Damaged or defective items reported within 7 days of delivery or pick-up are eligible for a full refund or replacement, at the provider's discretion.
• Wrong items shipped: full refund or replacement once the original item is returned.
• Change-of-mind returns are accepted only when the provider explicitly offers them on the listing. Where accepted, the item must be unused, in its original condition and packaging, and returned within 14 days of receipt at the buyer's expense.
• Perishable items (food, beverages, and flowers), personalized or custom-made items, and downloadable digital goods are non-returnable.

If a provider cancels a confirmed booking after you have paid, or cannot honor the service for reasons attributable to them, you will receive a full refund of the booking amount regardless of the cancellation window.

For cancellations caused by events outside reasonable control of either party (including but not limited to extreme weather, natural disasters, government restrictions, or sudden travel bans), Rafiky will work in good faith with the provider to issue a full refund or, where you prefer, reschedule the booking at no extra cost.

1. 1Open the affected booking or order from the "My Bookings" or "My Orders" section of your Rafiky account.
2. 2Tap "Request a refund" and select the reason that best describes your situation. Attach any supporting evidence (photos, screenshots) where relevant.
3. 3The provider has 48 hours to acknowledge the request. If no response is received within that window, the request is escalated automatically to Rafiky support for review.
4. 4Approved refunds are issued to the original payment method. You'll receive a confirmation email when the refund is processed.

• Card payments (Paymob / Rafiky Pay): 5–10 business days for the funds to appear on your statement, depending on your bank.
• Mobile wallets and bank transfers: 3–7 business days.
• Cash-on-delivery purchases: refunds are issued either as platform credit or via bank transfer to a confirmed account, at your choice.

Rafiky processes the refund on its end within 1–2 business days of approval; subsequent timing depends on the issuing bank or wallet operator.

• Refunded bookings are returned net of any non-recoverable third-party charges (for example, payment-processor fees that the gateway does not refund).
• Promo codes and discounts applied to a refunded booking are recredited to the user's account where the promo terms permit it. One-time-use codes that have been redeemed are not re-issued.
• Loyalty points or referral credits used toward a refunded booking are returned to your account balance.

If you and the provider cannot agree on a refund outcome, contact Rafiky support at the address below within 30 days of the booking date or delivery date. Rafiky will review the booking record, the provider's policy as published at the time of purchase, and any supporting evidence, and issue a final decision within 10 business days.

Refund requests that are determined to be fraudulent, abusive, or coordinated to manipulate ratings or payouts may be denied, and the associated account may be restricted under our Terms & Conditions.

We may update this Policy from time to time. The "Last updated" date at the top of this page reflects the most recent revision. Material changes will be communicated via the App or by email to the address on your account. Continued use of Rafiky after changes take effect constitutes acceptance of the updated Policy.

For questions about this Policy or to request support with a refund, reach our team at hello@rafikyapp.com.

This Policy is governed by the laws of the Arab Republic of Egypt. Any disputes arising under this Policy are subject to the exclusive jurisdiction of the courts of Cairo, Egypt.