Refund and Cancellation Policy
Actual payment model
Services are billed in EGP using backend-calculated labour, itemized materials and applicable disclosed fees. The first labour hour is a minimum, followed by recorded elapsed time. Wallet deposits/withdrawals through InstaPay and Vodafone Cash are reviewed manually; approving a record does not itself execute a bank/mobile-wallet transfer. Real card collection, recurring billing and automatic refunds are not implemented.
Before work starts
A searching request can be cancelled. Accepted requests can be cancelled through the app where that action remains available before work starts; the other participant is notified. A pending search/reservation is not proof a professional accepted. No automatic cancellation penalty is implemented; do not infer a fee from this draft.
Work, purchases and disputes
HATEC standard policy does not provide discretionary refunds once a task is completed. This does not exclude rights required by applicable consumer law, genuine billing corrections or review of service complaints. Use Help and Support in Settings with the booking ID and evidence. No decision deadline or outcome is promised. If wallet service payment becomes available, an incomplete task with a real wallet service debit is intended to be credited back to the app wallet. Wallet payment/refund execution for services is currently unavailable; cash payments are not automatically refunded by the app.
Wallet corrections
Unused deposited funds may be requested for withdrawal through InstaPay or Vodafone Cash, subject to available balance and admin review. For new withdrawal requests, the 1.3% fee is included in the wallet debit: fee = requested amount × 1.3%, rounded to the nearest piastre; payout = requested amount minus fee. Example: 100 EGP requested, 1.30 EGP fee, 98.70 EGP transferred. Existing requests retain their original fee snapshot. No additional withdrawal fee is implemented. A declined request creates no wallet debit. Admin confirmation records the payout but does not execute a provider transfer. No processing-time promise has been provided.
2026-11-04.1