Refund Policy

At Yasoly, customer satisfaction is a core commitment. As an electronic intermediary platform connecting users with independent merchants and delivery drivers, Yasoly facilitates refund requests in collaboration with merchants and payment providers. This Refund Policy outlines the conditions, timing windows, and procedures that apply to refund requests across our service categories.

1. Yasoly's Role in Refunds

Yasoly acts as an electronic intermediary in refund processing. Eligibility decisions are made jointly with the relevant merchant in line with Egyptian Consumer Protection Law and the standards of the relevant service category (food, grocery, pharmacy, e-commerce, parcel). Yasoly is responsible for executing approved refunds back to the original payment instrument or, where applicable, as platform credit.

2. Eligibility for Refunds

Refunds are evaluated case-by-case based on the type of order, the timing of the request, and the issue reported. Eligibility differs by module:

2.1 Restaurants and Food Orders

Order never accepted by the restaurant: full refund
Order accepted but later cancelled by the restaurant: full refund
Order delivered with missing items: partial refund equal to the value of missing items
Order delivered with incorrect items: full or partial refund depending on remediation
Order delivered in unsafe, spoiled, or visibly damaged condition: full refund (photographic evidence required)
Late delivery beyond the displayed estimate plus a reasonable buffer: case-by-case partial refund or platform credit

2.2 Grocery Orders

Order never started by the picker: full refund
Items unavailable at the store: refund of unavailable item value (with optional substitution if the user has consented)
Damaged perishables (produce, dairy, frozen) on delivery: full refund of affected items (photographic evidence required)
Wrong items delivered: refund or replacement at user's choice

2.3 Pharmacy Orders

Order not yet dispatched: full refund
Prescription medication that cannot legally be delivered (out of stock or restricted): full refund
Wrong medication delivered: full refund and immediate dispatch resolution; safety-critical issues are escalated to pharmacist review
Note: dispensed prescription medications cannot be returned for refund once correctly delivered, in accordance with Egyptian pharmaceutical regulations and public health safety standards

2.4 E-Commerce and Parcel Orders

Standard return windows apply per merchant policy and Egyptian Consumer Protection Law
Defective or damaged items: full refund and return logistics arranged
Items materially different from the listing description: full refund

3. Cancellation Timing Windows

Order cancellation is permitted within the following typical windows. Exact timing is displayed in the application at the moment of cancellation:

Restaurants and food: cancellable until the restaurant accepts the order (typically 1–3 minutes after placement). Once preparation has started, cancellation is not generally available
Groceries: cancellable until the picker begins picking items (typically 5–10 minutes after placement)
Pharmacies: cancellable until the pharmacy dispatches the order
E-commerce shops: cancellable until the merchant prepares the parcel; thereafter, return policies apply
Parcel delivery: cancellable until the driver collects the parcel from the sender

4. Non-Refundable Cases

Refunds are not generally available in the following circumstances:

Change of mind after the merchant has accepted the order and started preparation
Inaccurate or incomplete delivery address provided by the user
Unavailability of the user (or proxy) at the delivery location after multiple driver attempts
Perishable items already prepared and ready for handover, where no quality issue has been reported
Properly delivered prescription medication (per Egyptian pharmaceutical regulations)
Items consumed or partially consumed before the issue was reported
Refund requests submitted beyond the applicable reporting window (typically 24 hours from delivery for food and grocery; 7 days for e-commerce)

5. Refund Processing Time

Once a refund request is approved, the time taken for funds to appear depends on the original payment method:

Payment Method	Refund Method	Processing Time
Cash on delivery	Yasoly platform credit (instant) or bank transfer	Instant credit; bank transfer 3–5 business days
Card payment (debit/credit)	Reversal to original card	Subject to your card-issuing bank's processing time (typically several business days)
Mobile wallet	Refund to original wallet	1–3 business days
Yasoly platform credit	Restored to platform credit balance	Instant

Processing times are estimates and depend on the issuing bank or wallet operator. Yasoly initiates refunds within 1 business day of approval; subsequent settlement is handled by the financial institution.

6. Refund Method

By default, refunds are returned to the original payment instrument. At your discretion, you may instead request a refund as Yasoly platform credit, which is added instantly to your account and may be used on future orders. Where the original payment method is no longer valid (e.g., closed card), refunds will be issued via an alternative agreed method.

7. Quality Issues, Wrong Items, and Missing Items

If your order arrives with quality issues, wrong items, or missing items, please report it immediately through customer support — ideally within 24 hours of delivery for food and grocery orders. Photographic evidence supports faster resolution. Yasoly coordinates with the relevant merchant to verify the issue and apply the appropriate refund or replacement. We aim to acknowledge reports within 24 hours and resolve them within 3 business days.

8. Disputes and Escalation

If you are not satisfied with the outcome of a refund request, you may escalate the dispute through one of the following channels:

Customer support: support@yasoly.com
In-app chat: available within the Yasoly mobile applications
Egyptian Consumer Protection Agency: for unresolved consumer complaints, you retain the statutory right to file a complaint with the relevant authority under Egyptian Consumer Protection Law

9. Effective Date and Updates

This Refund Policy may be updated periodically to reflect changes in our practices, regulatory requirements, or service offerings. Material changes will be communicated through the Platform.

Last Updated: 5 May 2026
Effective Date: 5 May 2026
Jurisdiction: Arab Republic of Egypt