English Version
1. Customer Order Cancellation
Customers may request cancellation through the app or by contacting customer support. The outcome depends on the order status and fulfillment stage.
Before Preparation Begins
If cancellation is requested before the order status changes to “Being Prepared,” the order status will be reviewed, and the amount due to the customer will be determined based on the fulfillment stage and any services already performed.
After Preparation Begins
If the customer requests cancellation after the order status changes to “Being Prepared,” the full order value will be charged, excluding the delivery fee, in accordance with the platform’s cancellation policy.
For this purpose, the order value means the price of the requested products or items, excluding the delivery fee.
Exceptions
Cancellation charges will not be applied in a manner that removes or limits any mandatory consumer rights under applicable Egyptian law. Cases in which cancellation or non-fulfillment results from an error by the merchant, restaurant, delivery representative, or 6elSobh, product unavailability, or material non-conformity with the agreed order will be reviewed to determine an appropriate resolution under applicable law and the circumstances of the case.
2. Cancellation by a Merchant, Restaurant, or the Platform
An order may be cancelled if fulfillment becomes impossible because of product unavailability, business closure, technical or operational issues, or other circumstances preventing completion.
Where cancellation is not caused by the customer, the payment will be reviewed and the amount due for the cancelled or unfulfilled portion will be refunded in accordance with the circumstances and applicable law.
3. Incorrect, Missing, or Damaged Products
If a customer receives an incorrect, missing, or damaged product, or a product materially differs from its advertised description, the customer should contact support, provide the order number, and explain the issue. Supporting photos or evidence may be requested where appropriate.
Following review, an appropriate resolution may include replacement, delivery of missing items, or a full or partial refund for the affected product, subject to the circumstances and applicable law.
4. Refund Processing Time
Refund processing times depend on the payment method:
-
Cash payments: Settlement or repayment of the amount due is generally completed within less than 48 hours after the refund is approved.
-
Bank transfers and electronic wallets: Refunds are generally processed within less than 48 hours after approval.
-
Bank cards and electronic payments through banks or external payment platforms: Refund timing is subject to the policies and procedures of the bank, payment service provider, or external platform through which the payment was made. Processing times may vary.
The stated timeframes begin when the refund is approved. The actual receipt of funds may be delayed by the financial institution or payment provider, which may be outside the platform’s control.
5. Refund Method
Refunds will be returned through the original payment method whenever possible, or through another appropriate method agreed upon with the customer and permitted under applicable rules.
For cash-paid orders, customer support will coordinate the appropriate settlement method if a refund is due.
6. Errands, Parcel Delivery, and “Wasaly” Services
Cancellation of errands, parcel delivery, and “Wasaly” services depends on the status of the task when cancellation is requested. Applicable charges may vary depending on whether the delivery representative has started or partially completed the task, subject to the customer’s legal rights.
7. How to Request a Cancellation or Refund
Customers may contact support through the options available in the app or by email:
Please provide the order number, reason for cancellation or refund, a description of the issue, and any supporting documents where necessary.
8. General Provisions
6elSobh reserves the right to review cancellation and refund requests and verify the relevant details before making a decision. This policy applies alongside the platform’s Terms and Conditions, Privacy Policy, and applicable Egyptian law. No provision of this policy shall be interpreted as a waiver of the customer’s legal rights.