Refund Policy

At Yasoly, customer satisfaction is our top priority. This policy outlines the conditions and procedures for refunds to ensure a fair and transparent experience when issues arise with your orders.

1. Eligibility for Refunds

Refund requests are considered on a full or partial basis in the following cases:

● Non-Delivery: If the order was never delivered to the customer.
● Incorrect or Missing Items: If the items received differ from what was ordered or if there are missing components in the order.
● Defective Products: If the goods received are damaged or in an unsatisfactory condition at the time of delivery.

2. Claim Procedure

To ensure your refund request is processed correctly, please follow these steps:

● Contact customer support immediately via the in-app chat feature upon receiving the order.
● Provide photographic evidence of the damaged or incorrect item to assist in our investigation with the merchant.

3. Refund Methods

Once a refund request is approved, funds will be returned via one of the following methods:

● Yasoly Wallet: The amount is added as credit to your account on the platform instantly for future use.
● Original Payment Method: You may request the refund to be sent back to your bank account or credit card. This process typically takes 7 to 14 business days (and may take up to 30 days depending on your bank's policy).

4. Non-Food Sectors

For orders in the grocery, pharmacy, and electronics sectors, returns and refunds are governed by the Consumer Protection Laws and regulations applicable in the Arab Republic of Egypt, taking into account the nature of the goods (perishable items or items non-returnable for health reasons).

5. Non-Refundable Cases

Refunds cannot be issued in the following scenarios:

● Changing your mind after the merchant has accepted the order and started preparation.
● Providing an incorrect delivery address.
● The customer is not present at the delivery location or is unreachable upon the driver's arrival.